Cubitts Reviews

I have always been an advocate of Cubitts - both products and service My most recent experiences have changed this I still think the products are excellent good quality stylish and reasonably priced The customer service however has been extremely poor The customer services team gives conflicting advice depending on which advisor provides it Response times are slow - if you get a response

Decent value for money But store staff not well trained to sell prescription glass sales person convinced me into buying a frame too wide for my face despite my concern 1st time i was buying prescription glass was a mistake ending up buying new frame somewhere else with a real optician who knows his job

Bought a pair of clip-on sunglasses with my prescription frames Have had them for a while but they ve just snapped in two for no reason Contacted Cubitts online and went to store - was told conflicting things but in short - they re out of warranty and they can t help me So I bought a new pair online 48hrs ago No email confirmation so I called a few hours after making an order and was told I d get a receipt when they ve been dispatched Strange concept 48hrs and two emails later no dispatch no confirmation email - just being told they re in quality control whatever that means Poor quality products poor service Disappointing

Lovely Frames - Great service - Terrible Lenses Have been wearing vari focal lenses for over 15 years mainly from vision express with no bother at all Cubitts lenses were just Horrible couldn t focus properly headaches nausea So I took them back and paid even more money for the most expensive lenses they did and still absolutely awful - GOT A REFUND - Then rebought just the frames - and got Specsavers to put their lenses in - PERFECT first time

Bought a pair of Cubitts glasses in November 22 They arrived well packed on time and I really liked the design of them 4 months later the coating on one lense had significantly deteriorated to the point that it was obscuring my vision due to discoloration of the lens I sent a photo to Cubitts and they replied saying Thank you for your patience - I have received an update from our lab and they have confirmed that this is due to wear and tear They then offered to fix this for 75 I contacted them again in February this year regarding the issue and received no reply The frames are great but Cubitts clearly have a quality issue with the lense coating For clarity I ve not had this issue with any other pair of glasses I own and there is no difference in the wear that other pairs experience I m considering taking this issue to an ombudsman with regards to the quality issues warranty and potential breach of the Consumer Rights Act

I ordered a pair of sunglasses on 1st December expecting to collect them on 11th December However when I checked my email confirmation I realized the order was incorrect I had specifically ordered the large size in-store but the confirmation showed the medium size I clearly remember the staff suggesting I try the medium size but I preferred the large so they told me they would order it as the large was out of stock I immediately called the shop the same day to notify them of the mistake and a colleague assured me they would take care of it though I never received any confirmation When I visited the shop on 11th December to follow up I found that nothing had been done They had still ordered the medium size and no progress had been made on my order I was told they would need to reorder the large size and redo the measurements I felt as though I was being blamed for the miscommunication I had planned to take the sunglasses on holiday on 16th December but now the earliest collection date is 21st December This delay is extremely frustrating especially considering the price I paid I was offered a 10 discount and an apology for the miscommunication Given the premium cost of the glasses and the inconvenience caused I expected a more proactive and thoughtful solution I m still left worrying whether the glasses I will receive on 21st December will meet my expectations I hope Cubitts will take this feedback seriously and improve its customer service in the future

Sent glasses to them for lens replacement They were sent via royal mail on a Tuesday by the following Friday i e 10 days after sending them they were still not ready to be shipped I spoke to customer services as they hadn t responded to my email and told them they needed to expedite this as I was travelling away for Christmas they did actually do this by late Friday afternoon following several phone calls so I got them on the weekend Had I not called they would have sent them back to me on Monday so I would have got them almost 14 days after sending them which is just unacceptable It should not take this long The other issue was how they were sent back to me I originally sent them in a cardboard box to protect them because they were in a felt case which is all I had they were however sent back to me in a very thin cardboard box which was completely squashed inside a jiffy bag It s a wonder how my glasses didn t get damaged by doing that I also witnessed the delivery driver slam the parcel onto a glass table in our communal hallway They should ve been sent in a cardboard box - labelled as fragile This was not the service I expected from this company I also agree with other commenters regarding lens quality being poor my original lenses got scratched straightaway I never had this issue before with previous glasses from other companies so I will see how long the new lenses last

Ordered a pair of sunglasses but they ended up being out of stock so I never received them was a bit of a long process going backwards and forwards with customer service but eventually I got a refund and a generous discount on my next purchase as an apology

I am writing this review as an online customer I have to say that at the stage of pre order customer service was excellent attentive and thorough all my queries were answered in a timely manner mainly using the online chat function as the customer care phone line was never answered I initially ordered 3 pairs of clear lenses models to see which one I preferred I then ordered the one I liked with my prescription The 2nd order did arrive before the expected due date however when arrived the frame was twisted and warped so I reported this to customer service with the intention of having another pair dispatched or send them back for repair I thought this would be part of the Cubitts 30 day no quibble returns policy that is advertised 1 day after reporting the problem I got a reply from customer services asking for some pictures and that it would be looked into I provided photos and videos4 days later I had had no response to to this so decided to chase the situation I had no reply to this and 6 days later I chased up further this time I had a reply the next day saying that the matter would be investigated which is the same info as I got on day one of bringing the issue to cubits attention Everyone I have dealt with at Cubitts have been really nice and amiable but without doing anything about the problem

I like the selection of frames and customer service was fine I do have an issue with the lenses though I was initially so impressed that they were free Within a couple of weeks though they were more scratched than a pair of glasses I d had for four years Truly with better care they have coped 3-4times worse I work from home and it s basically at the point where if I have a client call I wear the Cubitts glasses because they look smart Otherwise I wear my old wonky specsavers pair because as crooked as they are I can see out of them