Cutler and Gross Reviews 59

Popped into the Knightsbridge store whilst in town. The team were engaging and professional. Advice offered on frame design and look.

Within 10 mins I was on my way with a fabulous pair of 1402's.

Great frames and friendly knowledgeable staff.

A very enjoyable experience

Just want to thank the staff in the Knightsbridge store for sorting out my 30+year old sunglasses, this is the second time I’ve had to ask them for help and they couldn’t be more helpful, the guy I dealt with Jordan, was so helpful, wonderful product and wonderful staff

I am a big fan of Cutler & Gross not because of the extensive style and design but the people working there especially at the Knightsbridge store.
The staffs were amazingly attentive, courteous, friendly and always take care of business at a personal level.
Don’t look any further if you want brilliant aftercare service.
I highly recommend. My to go optician in London.

Sincere thanks to the people at the store. Thank you Marie, Sharezah, Jordan, Jasmine, Salvatore and Alice for your help and patience.

Regards,
Roland

Wonderful in shop and online experience. The quality of their frames are second to none , I haven’t looked back since I first set foot in the shop about a decade ago.

Excellent faultless customer service from eye test bespoke personal stylist appointment to final fitting on receipt of two pairs of varifocals and a third already on order. Well done the team at Bath.

AMAZING Best customer service ever! I broke my sunglasses case and they sent me a new one as complimentary.Top quality sunglasses . Thank you so much

Emailed asking for a frame I had purchased years ago, sadly its no longer being made but I was still able to purchase the frame. Quick response and great service! Don’t understand these negative reviews either!

I am totally bemused by some of the recent comments although I can only speak about the Knightsbridge store.
I have been using them for years and have absolutely no issues with the customer service even post covid when restrictions were in place.
Only yesterday I purchased three pairs of glasses with vari focal lenses . The attention to detail and service were first class.
Salvatore and Alice were attentive and helpful particularly in giving my wife good advice about the best frame shape for her.
Highly recommend the store for a personal visit.

I suffer from Histrionic Personality Disorder which makes me want to be the most strobelighted person in every room . I thought buying an aesthetic pair of Cutler & Gross would cut it . It did ! Both classy & comfy . What else can a thinking man ask for ?

Wow - amazing statistics; 88 % of the people who have bought from this glass company have said they have had a lousy experience or customer experience - so, it's not just me !
I am one of the many 😂

*** EDIT AFTER REPLY ***
Customer Care should take care of customers. Whatever the reason for delay was you should have notified the customer. But the most important thing is that your products should not have so evident quality problems (this is how I perceive those stains) and the customer to pay for it (the shipment, in Italy or abroad).
In any case the problem is solved: I'm not a C&G customer anymore.

There is very little you can ask an high-end (and expensive) pair of frame but to be high-quality. In 2 years I had to change my 300€ pair twice because they get stains apparently because my sweat is acid (but I use glasses since 1966 without big problems).
Customer service offer to polish it, by shipping it, at my expenses, from Italy to UK.
I told them this is not the answer I expected (this pair is less than 1 year old….there must be some form of warranty), and that, in any case, I can’t ship it to UK (outside EU….you can imagine the custom time required).
They told me they were going to check if I could ship them to the plant in Italy.
This was 10 days ago. Nothing after that.
So, zero quality, zero warranty, zero customer care.
Unbelievable

This is the first time I've needed glasses and the team in the Knightsbridge store couldn't do enough to help me and ensure i had the best lens and frame combination

The arm on my very expensive frames broke off so I dropped in to their Knightsbridge store to drop them off for repairs. I was told I couldn't enter unless I had an appointment. I had spent an hour on public transport getting there! I've tried several times to 'phone them for an appointment but it goes straight to voicemail. I have emailed them - no response. Avoid this store. Absolutely no customer service.

Ordered and paid 3 weeks later they said ohhh we couldn’t get in touch we have cancelled your order absolute lies will never use again

I spent almost £300 on a pair of frames which I then returned. Over 10 days later I had to chase them up for confirmation of receipt. The customer service was unable to account for it even though Royal Mail confirmed it had been signed for over a week prior.an email confirming it had been received was all I was expecting. I never received it.PayPal eventually notified me that a refund had been processed. The company never got in contact. For a “luxury” brand, this is disappointing.I also had to pay for return postage. I was surprised by this as high end brands often cover this. I will not be purchasing anything from them ever again.

Their customer service is non-existent. I was in contact with their staff for months (close to a year) over a poorly made pair of sunglasses. They refused to offer repairs for the lenses.

EDIT : They offered to tighten the sunglasses but requested for payment to fix the lenses.

Unethical, lacking in quality and for that price point there are several other companies worth purchasing from.

Purchased a pair of Cutler and Gross sunglasses that was poorly made. I requested for repairs and they initially offered to have it repaired free of charge and then stopped responding. I have email records of this.

They then refused repairs and told me to contact the online retailer fully aware online retailers can't repair faulty sunglasses.

Extremely poor customer service. The company is poorly run as even their CEO didn't get back to me despite numerous emails.

If you're looking for high quality sunglasses or eyewear, look elsewhere. This company is unethical and won't stand behind their products. I've spoke to several of their customer service reps and I wouldn't recommend purchasing any of the products.