Cubitts Reviews

Back in 2019 I bought a pair of varifolcal glasses from Cubitts Soho then had the arms adjusted at Cubitts Kings Cross I d never had varifocals before and found that they really didn t work for me - the vision was odd and uncomfortable - so I rarely wore them Last week I went for an eye test and took my Cubitts glasses along The optician told me that the lenses were crazed due to exposure to heat when the arms were adjusted This is why the vision was impaired Cubitts refuse to do anything because they re out of warranty despite the fact that the fault is not visible to the untrained eye If you have anything adjusted by them I d examine the lenses closely afterwards

I have tried multiple times to contact Cubitts they completely stopped responding to my emails once I requested a refund They have ignored chaser emails and it has been weeks The staff in the shop are friendly when I made my purchase but there is a disconnect with the customer service The phone line was also to no avail I would not recommend shopping with Cubitts due to the appalling customer service and inability to resolve respond to customer concerns

I ordered four items One did not arrive This wasn t necessarily a big issue A replacement or a refund would have been fine I emailed once - No replyI emailed about a week later - No replyI used their chat function on their website - Friendly buy no actual answer I received an email asking me to review the missing item - I said I have not received it No answer Eventually I had to raise a PayPal dispute which they have unsurprisingly not replied to Pretty awful service all in all

In shop experience is great but they failed to process the order and never contacted me to explain why The refund process takes 5 working days so all in all Cubitts held my money for three weeks with no actual glasses to show for it Overall really rather poor service alas

Ordered and paid for frames and lenses in store Told postal delivery within 10 days Two weeks later nothing no emails or phone calls or updates I chase Turns out my emailed in prescription done on sameday as purchase was somewhere in their inbox and they couldn t find it said never tried to check on my order at all I ve my proof it went successfully So I chase and resent prescription Now I get automatic email saying glasses will be ready in another 14 days That s 3 days short if 1 month No customer service no offer of expidited service no apologies no discounts- zero Wow Belgravia get it together hire someone other than kids straight out of college My 90 year old mother in law with dementia is more organised and remembers to chase things note pads and pens super helpful Lovely people out there do not use Cubitts - 2nd and last time customer

Standards have gone way down since my last order in 2022 I ve bought 3 pairs of glasses from Cubitts since 2019 The first 3 times it all went well This time it took over 2 weeks to get my glasses They ve just arrived and are defective wonky warped I ve emailed their customer support but looking at the recent negative reviews they are having issues I m so disappointed and hope they fix this ASAP as I urgently need sunglasses I look forward to updating my review once this is resolved

Absolutely terrible experience glasses due in store 9 days ago not received any communication - I ve rung 5 times sent multiple emails have left messages and rang the store No one has even bothered to her back to me Never experienced such poor service from a company Worst bit is I can t just step away as they still have my glasses that I ve paid for Avoid

I placed my glasses order on 06 07 and popped in the store in Covent Garden to get my measurement taken on 11 07 Knowing that the estimated delivery date was 20 07 I checked on 18 07 via email whether the glasses would be ready on time Shockingly I was asked by the staff if I had my measurement taken When they managed to find my measurement on 19 07 and confirmed that the delivery would be delayed I was told to expect a new estimated timeline in two days but there was no update at all and I had to follow up again and again Emails ignored and redirected between the customer service team and the store The lack of communication and transparency is incredily disappointing I have yet to receive a proper explanation from the store for the delay

I bought frames from Cubitts Cambridge when these turned out to be damaged the store ordered a replacement from the website It has proved impossible to get an update on this order I ve contacted the company via email live chat and phone with absolutely no results Needless to say they ve taken my money According to the customer support section of the Cubitts website in an elegantly-designed yet upbeat and lively London Cubitts room a group of people can t wait to read what you re about to write I m hoping they ll read this review and start responding to my messages

NOT FIT FOR PURPOSE TERRIBLE AFTER SALES SERVICE I bought 2 pairs of glasses earlier this year which initially I was very pleased with Unfortunately a hinge screw has fallen out of both pairs of glasses I contacted Cubitts for replacement screws which they assured me they would send in the post Over one month later I m still waiting I haven t received any screws despite contacting Maz in Customer Services once again Apparently they are unable to send 2 tiny screws via first class post for some bizarre reason Not sure which postal service they re using but I ve never known one take so long Having to resort to wearing my old glasses until Cubitts get their act together So infuriating