ComplaintsforHubble Contacts

• Initial Complaint

  08/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am deeply upset by the poor business practice of Hubble. I ordered contacts: Acuvue Daily Astigmatism Oasis. Unfortunately what I did not realize is that there are with Hydraluxe and without Hydraluxe. My contact prescription is for WITH Hydraluxe. Mind you there is a significant difference. I understand this was my fault for ordering improperly however, Hubble should have never filled my contacts for a prescription that are not mine. I noticed immediately and reached out to the chat bot on the website. It said there was nobody available and I would be responded to within a business day. I was never responded to, but got an email asking how the assistance I received was? Knowing it was partly my fault I tried to still use the contacts but after two attempts I realized I truly cannot see out of them. They refuse to cancel my subscription order and now I have received a second order of them, and got no receipt! I am having no luck getting anywhere with customer service, and it is clear they do not care about the customer. Their practice is shady at best and I highly recommend avoiding at all cost. I have now spent $175 on contacts I cannot wear and I want my money back. I will gladly send them back.

  Business response

  08/12/2024

  Hi *****,
  
  Thank you for letting us know about the issue with your order. I'm really sorry for the mix-up and the frustration its caused. It looks like there was an error with the product you received, and we know your prescription is important. I can see how that would be confusing and inconvenient for you.
  
  To make things right, weve processed a full refund for your order and canceled your subscription. You should see the credit in your account within the next 10 business days, though this can vary depending on your bank. If you dont see it by then, please reach out and well look into it. For returning the package, just write "Return to Sender" or "RTS" on the outer packaging and drop it off at your local post office or mailbox.
  
  Again, I apologize for the trouble this has caused. If you have any more questions or need further assistance, feel free to get in touch. Were here to help!
  
  Best regards,
  ****

  Customer response

  08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  06/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Transactions were from 07-2023 to 05-2024 ***** a month . A total of ******. The contact prescription had expired. I never received the contacts through that period . Hubble stated that they were still shipping to a past address. They stated there was nothing they could do for me.

  Business response

  06/25/2024

  Hi ******,
  
  Thank you for taking the time to leave a review.
  
  It truly saddens us to hear about the issues you have been facing with your orders and prescriptions. We understand the frustration you must be feeling, especially with the expired prescription and missing shipments.
  
  The orders from February, March, and April 2024 were already disputed by your bank. Your bank has already refunded you these amounts. Additionally, we have refunded the orders from August 2023 to January 2024, totaling 7 orders ($294.00). Please note that it may take up to 10 business days for the credit to appear in your account, depending on your bank provider. If it doesn't reflect after that, please let us know, and we'll be happy to look into it.
  
  We genuinely appreciate your patience and understanding as we work diligently to rectify this situation. Should you require any further assistance or have additional concerns, please contact us at ******************************* with the subject line "ATTN: BBB."
  
  I hope your day goes well.
  
  Sincerely,
  ****

• Initial Complaint

  04/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I slept one night with contacts in and my eyes were watering and exploded like a balloon for one night of sleeping g in them that's ****** up..I have entered a d2scription of the the ******* problem.

  Business response

  04/22/2024

  Hi ******,
  
  Thank you for taking the time to leave a review. We appreciate you reaching out to us regarding your eye health issues. We take complaints of this nature very seriously, and based on what you shared with us, we would like to further investigate this matter.
  
  We would like to highlight that sleeping with contact lenses is not recommended since it can lead to eye problems, but we'd like to try to understand more about the experience you've had. We'll be reaching out via email to delve deeper into your situation.
  
  Our ****************** will contact you shortly with follow-up questions and take the necessary actions to address the issue. Your collaboration will greatly assist us in understanding and addressing any concerns. In the meantime, we have already canceled your subscription and processed a refund. 
  
  If you have any questions or need assistance, please feel free to reach out to our customer support team at ******************************* with the subject line ATTN: BBB.
  
  Thanks again for bringing this to our attention. Take care!
  
  Best regards,
  *******
  

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been charged $139,99 every 6 months for the last 2 years by this company without my knowledge. I have no receipt of this transactions or access to any account that states where this money is going to. I cant login to an account nor cancel. I will dispute with my bank.

  Business response

  04/09/2024

  Hi ********,
  
  Thank you for reaching out to us and for bringing this matter to our attention. We genuinely apologize for any confusion caused by the charges on your account.
  
  Our records don't necessarily match the details you have outlined here, but we'd like to try to understand more about the experience you've had. We'll be reaching out via email shortly to delve deeper into your situation including the receipts for these orders.
  
  We have issued a refund for the recent order and rest assured, your subscription has already been canceled.
  
  Should you have any immediate questions or require further assistance, please don't hesitate to contact our customer support team at ********************************* with the subject line ATTN: BBB.
  
  Thank you once again for bringing this to our attention, and we appreciate your patience and understanding as we work to resolve this issue.
  
  All the best,
  *******

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/14 I was charged for contacts. I canceled my subscription months ago. Received numerous emails every month about renewing the subscription. I didnt get charged last month because I canceled and all of sudden they charged me that amount without confirming or warning or any sort of contact before it sent. I checked my old Hubble account with this email and it said my account is still deactived. So how can you charge a deactivated account a subscription. I have photos of emails last month tellin me to redy scribe and photos of my account with a deactivated status today. I dont need contacts I dont want your contacts I need and want my money back.

  Business response

  02/16/2024

  Hi ****, Thank you for bringing this issue to our attention. We understand your frustration regarding the unauthorized charge for contacts, especially after canceling your subscription months ago and we apologize for any inconvenience this may have caused you.After a careful review of your account, we have determined that your Hubble account was correctly canceled on November 03, 2017. However, please note that your subscription under our sister-brand ContactsCart is still active. We regret to inform you that we have not received any email request to cancel this particular subscription.To rectify this matter and express our commitment to ensuring customer satisfaction, we have taken the initiative to process a full refund for the most recent charge on your account. Additionally, we have canceled your ContactsCart subscription to prevent any further charges.We genuinely appreciate your patience and understanding throughout this process. Your satisfaction is important to us, and we apologize for any inconvenience caused. Should you require any further assistance, please do not hesitate to reach out to our customer support team or send us an email at ********************************* with the subject line "ATTN: BBB".I hope your day goes well! Sincerely, ****

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my subscription to Hubble Contacts December 2022, and to their partner ContactsCart July 2022, however I've been wrongfully charged $42 on ******* 3rd 2023, $42 on February 2023, $117.98 on August 10th 2023, and most recently $117.98 on February 1st ****. Also, I was double charged for $42 in the month of September of 2022 and when I reached out in September of 2022 they refused to give me a refund. When I reached out via email with screenshots of proof of my deactivated accounts with the last shipment being sent December 2022, they denied charges for ******* or February of 2023 but I have the bank statements that say otherwise. They claim that the August 10th 2023 and February **** charges were justified because they "shipped packages out" but I never received packages of contacts, never received any emails of shipping confirmation, my account on their website lists the last shipment as December 2022, and lastly, I never authorized these since I cancelled my subscription over a year ago, AND my prescription is expired. They refuse to give me a refund since they claim I have packages of contacts from August 2023 and February **** that need to be returned but these packages are nonexistent and I know for a fact no one stole them. When I responded to their condescending email with screenshots of proof showing theyre wrong and lying, they stopped responding to my email. The business did not attempt to solve the problem at all and claimed I had an upcoming shipment for July ****, but how is that possible when my account has been deactivated for over a year now, with my eye contact prescription expired for almost 2 years?

  Business response

  02/09/2024

  Hi ******, Thank you for taking the time to provide us with your feedback. We sincerely apologize for any inconvenience and frustration you have experienced due to the unexpected charges on your account.We understand that you canceled your subscription, yet you were still charged in August 2023 and most recently on January 31, ****. We apologize for any lack of communication on our end and assure you that we take your concerns seriously.After reviewing your account, we have identified that your subscription under Hubble Contacts has been successfully canceled. However, your account under our sister-brand ContactsCart remains active. We acknowledge that you contacted us in February 2023 regarding an unauthorized charge on your account, which was refunded on February 18, 2023. At that time, this account should have been canceled to prevent further charges since your prescription had already expired. We deeply regret the inconvenience caused by this unwanted order.As a courtesy, we have issued a full refund for the charges on August 09, 2023, and January 31, ****. Please note that it may take 3 to 10 business days for the refund to appear in your account, depending on your bank provider. Additionally, we noticed that the most recent order for this year has been delivered and can be returned by writing "Return to Sender" on the unopened package and dropping it into a mailbox or taking it to your nearest post office.Rest assured, your account has been canceled, and you will not incur any further charges going forward. If you have any further questions or comments, please do not hesitate to email us at ********************************* with the subject line "ATTN: BBB". We hope you have a wonderful day. Best regards, ****

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Like many other here, I have an issue with the way that Hubble subscriptions work. I tried their promotional $1 contact lenses. Hubble sent out an email saying that they would contact my doctor and then they would contact me to let me know everything was in order. I never received any confirmation email after that (no confirmation from my eye doctor, no email to say my order had shipped, no tracking number). Just a bunch of spam emails trying to get me to order boxes, glasses etc. Around 10 days in, I tried giving Hubble a call, but could not get through in a timely manner. Much to my surprise the order arrived, virtually the day that a charge for $128 appeared on my credit card. I placed an email that same day to Hubble to cancel the order (as I had not yet tried my contact lenses), but the order could not be cancelled. My main issue here is that Hubble promises that they will "contact your doctor" and "let you know when everything is set." My optometrist confirms that he was not contacted, nor was I sent an email that "everything is all set." Instead, I end up with contact lenses that I didn't even get the chance to try on. I didn't even know they were arriving, as I had NO follow up from the initial email. Just plainly fraudulent. In addition, I have a few other issues. Shouldn't Hubble confirm that a buyer received the order and has had a chance to try an order, before renewing them? Why is no email sent out that the subscription will become active? Why is no tracking number provided?My advice if you are here (and haven't ordered) is to stay far away from this company. Have a look at the other reviews. The bulk of them aren't even about the contact lenses, but rather the fraudulent and deceptive way that this company carries out business.

  Business response

  12/18/2023

  Hi *******,
  
  We appreciate you contacting us about this issue and taking the time to leave a review for us. We sincerely apologize for the inconvenience and frustration you've experienced with your recent order. We understand the importance of clarity and communication throughout the ordering process, and we regret falling short of your expectations. We take your concerns seriously and appreciate your feedback, which allows us to improve our services. We value your business and are committed to addressing your concern immediately.
  
  Regarding your concern about the lack of communication after your initial order, we acknowledge that our subscription process might not have been clearly outlined. While we typically contact eye care providers in ****** only if there's uncertainty about the prescription, we understand that in your case, the lack of follow-up led to confusion and dissatisfaction.
  Furthermore, we want to clarify that our system operates on an automated charge schedule, visible to customers in their online HUBBLE account upon signing up. We acknowledge the need for clearer communication about upcoming charge dates and have taken your feedback seriously. Moving forward, we'll explore avenues to improve notifications or reminders about upcoming charges to ensure better transparency for our customers.
  
  In light of your situation, we have processed a full refund amounting to $128.00 for your order since you hadn't had the opportunity to try the lenses and were charged for a full subscription. This refund will be credited back to your account within the next **** business days, depending on your issuing bank, for the refund credit to appear. We hope this resolves the financial aspect of the issue promptly. Rest assured that your subscription is fully canceled and that there will be no charges moving forward.
  
  We deeply value your feedback as it helps us identify areas for improvement. Your concerns about order cancellation and subscription management are valid, and we will work on making this process more seamless for our customers. While we are unable to retract orders once charged due to our system's automated nature, we are committed to enhancing our cancellation procedures and customer service accessibility to better accommodate such situations.
  
  Your experience does not reflect the level of service we aim to provide, and we're dedicated to addressing these issues internally to prevent similar instances in the future. We hope for the opportunity to regain your trust and provide you with a more positive experience should you choose to engage with us again in the future.
  
  Once again, I apologize for any frustration this situation has caused. We appreciate your business and the opportunity to serve you. If you have any additional questions or concerns, please get in touch with us at ******************************* with the subject line "ATTN: BBB." Have a wonderful day!
  
  All the best,
  *******

  
  
  

• Initial Complaint

  11/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i canceled my subscription 4 months ago after they tried double charging me for one order and every week since then they've tried to charge my account. i've emailed support several times about deleting my account since cancelling the subscription didn't fix the problem. i never heard back from support and the problem still stands. apparently, the only way to fix the problem is to cancel my card. there's not point in having a customer support email if they never respond to it.

  Business response

  11/06/2023

  Hi ******,
  
  We appreciate you contacting us about this issue and taking the time to leave a review for us. We understand your concerns regarding the attempted charges and the lack of response from our customer support team. Thank you for bringing this matter to our attention, as we take customer feedback very seriously. We apologize for any confusion or miscommunication that *** have occurred during the cancellation process of your subscription. It is not our intention to cause any inconvenience or delay in resolving customer issues.
  
  We have reviewed our records and confirmed that you contacted our customer support team. However, upon investigating your account history, we confirmed that on July 30, 2023, one of our representatives assisted you in canceling the duplicate active subscription and preserving the second subscription. At that time, we did not receive any further communication or request from you to delete your account. On November 4, 2023, you contacted our customer support via email regarding the attempted charge and requested to cancel the subscription. Our representative promptly responded, explaining that the attempted charge occurred because you still had an active subscription with Hubble Contacts. The representative also offered alternative options before proceeding with the cancellation, but we did not receive any response from you at that time.
  
  To resolve this issue and address your request, we have immediately canceled the subscription as of today November 6, 2023, ensuring that you will not encounter any further charges related to the subscription. In addition, to proceed with deleting your account from our system, we will send you a follow-up email with detailed instructions on how to delete your account. We aim to complete this process as swiftly as possible to ensure your satisfaction.
  
  Once again, I apologize for any frustration this situation has caused. We value your feedback and will use it to make improvements in our communication and cancellation procedures and we appreciate your business and the opportunity to serve you. If you have any additional questions or concerns, please contact us at ******************************* with the subject line "ATTN: BBB." Have a wonderful day!
  
  All the best,
  *******

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/31 I paid ***** for ci Contact lenses. 11/1 I was told that my contacts were NOT getting shipped. I told rep I wanted my money back and was told N[O and was hung up on

  Business response

  11/02/2023

  ********************,
  
  We appreciate you contacting us about this issue and taking the time to leave a review for us. We would like to extend our sincerest apologies for the unfortunate experience you had with us in regard to your order for contact lenses. We take your concerns seriously, and we are committed to resolving this matter to your satisfaction.
  
  Upon reviewing your complaint, we understand that on 10/31, you made a payment of $42.00 for contact lenses, and on 11/1, you were informed that your order would not be shipped. Additionally, you mentioned that when you requested a refund, a representative denied your request and hung up on you. We are deeply sorry for the inconvenience and frustration this situation has caused.
  
  We have taken immediate steps to rectify the issue. Your request for a refund has been processed with one of our management team, and the $42.00 has been refunded to your original payment method. Please allow 7-10  business days for the refund to be reflected in your account, depending on your bank's processing times. Furthermore, regarding the interaction with our representative, we deeply regret the way you were treated. This is not a reflection of our company's values and commitment to customer service. We will be conducting a thorough internal investigation to ensure that such incidents do not recur.
  
  Your feedback is invaluable to us, and we are constantly working to improve our processes and the level of service we provide to our customers. We understand that your time and trust in our company are important, and we are grateful for your patience.
  
  If you have any further questions or concerns, or if there is anything else we can assist you with, please feel free to contact us at ******************************* with the subject line "ATTN: BBB.". Your satisfaction is of utmost importance to us, and we are committed to ensuring a positive resolution.
  
  Once again, we apologize for the inconvenience you've faced, and we appreciate your understanding and the opportunity to make amends.
  
  All the best,
  *******
  
  

• Initial Complaint

  10/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Using hubble contacts website, I put my contact monthly subscription on hold after September 2022 delivery. On August 12, 2023 hubble charged me for my monthly subscription twice. I went to website and deactivated my account and monthly subscription. On their website my account shows my subscription status as "deactivated" however on October 7th 2023 they again charged my account. I have tried calling customer service to resolve issue.

  Business response

  10/16/2023

  Hi *****,
  
  We appreciate you contacting us about this issue and for taking the time to leave a review. We want to express our sincere apologies for the inconvenience you experienced with your Hubble Contacts subscription and the unexpected charges from August through October. Thank you for bringing this issue to our attention, and we appreciate your understanding and patience as we work to resolve this matter.
  
  Upon thorough investigation of your complaint and a review of our records, we confirm that you successfully deactivated your account through our online platform, effectively canceling your subscription. Regrettably, our system encountered an unexpected issue during recent updates, which caused an inadvertent charge to your account on October 7, 2023.
  
  We want to assure you that we take such issues seriously, and steps have been taken to rectify this situation promptly. As a result, we have processed a refund for the two charges from August 12, 2023 and the charge on October 7, 2023. The refunded amount will be reflected in your account within **** business days. Rest assured that your account is canceled and you will not incur any further charges. We have also taken necessary measures to address the system issue to prevent similar incidents from occurring in the future.
  
  Once again, I apologize for any frustration this situation has caused. We appreciate your business and the opportunity to serve you. If you have any additional questions or concerns, please get in touch with us at ******************************* with the subject line "ATTN: BBB." Your satisfaction is important to us, and we are committed to ensuring a positive experience for all our customers. Thank you for your understanding and continued trust in Hubble Contacts.
  
  All the best,
  *******

  Customer response

  10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩