Hubble Contacts

Most recently they were late getting my monthly box sent out so I was without contacts. I don't have a backup option so when I saw my shipment not going out in time I decided to wear my daily lenses for 2-3 days before tossing. This bought me 8 days, well now the package is lost (not their fault), but when I went to customer service for help, I was SHOCKED at how rude the rep was.

She would take anywhere from 10-30 minutes to respond to me. When she did she was incredibly rude. She did offer to send a replacement box but when I asked for quick shipping she said she couldn't do that because Hubble has "issues" with expedited shipping? I have no idea if she ended up sending a replacement because she just stopped responding to me and didn't even close the chat out so I couldn't open a new one with someone else. Absolutely canceling and my mom and best friend have already canceled. Save your money and go somewhere reliable.

I called and the lady told me her hands were tied. She would only refund me when the product gets all the way to me in Canada (took weeks the first time) and then when the item return is processed. Unfortunately, I am what you would call a "starving student" and do not have the time or money to wait 4-6 weeks to get that money back... but her hands are tied. I am mostly just sad at this experience. I feel like I got scammed. I received absolutely 0 notification that my account was reactivated and she informed me that it shows proof of reactivation on my account... but it is the account that I THOUGHT I deleted. On top of it all she said I will not be refunded for shipping, handling, or international fees. I just wish they cared a little bit more because now I am down my grocery money for the month. Thanks.

Original: I received an email randomly from Hubble about how we will be canceling your prescription if we don’t hear from you. I have been a customer for 5 years. I have provided them the same prescription for 5 years. Same eyes, same Dr. The Dr activated my account and they told me I need to take their mandatory eye exam with their link they provided. All of a sudden the prescription I have been providing is not compatible with HUBBLE they said?? Funny because I have email threads from last year of them approving it. So because a passive aggressive idiot deactivated my account before they sent me the link it won’t work. I have been going back and forth with their customer service and they will not take accountability of their mess they created. I just want my contacts. They are not fixing their error and admitting to their mistake. Horrible customer service.

The eye doctor explained that while the price is great, the Hubble contact structure works because they repurpose expired lenses that are outdated technology and don't have enough breathability for the eye. This was not a sales pitch, and he was not pushing me to order anything through them because he understood my interest in price savings - he just wanted to stress how dangerous this product is to your eyes. I've experienced it first hand. The price is NOT worth the damage.

The business model doesn't make sense, if you read other reviews, people are almost always charged before they were even getting a chance to try anything. I pointed out that the subscription pack hadn't even been shipped out yet, surely it can be stopped and I can be refunded. They told me it was too late and they already processed a free replacement for my trial pack. I stated I would prefer then to cancel, I don't even know if I like the product. They just gave me a phone number. I spent a lot of time back and forth in emails trying to get it sorted, if I recall correctly I just ate the cost and used the one month subscription package and did get to cancel. But it wasn't simple, I can't cancel on my end on my own.

I did like the contacts themselves, so this year I decided to give them a second chance. I received the trial pack and the box was wide open and completely empty. It did not appear upon inspection like it "fell" open by accident during shipping or it was opened by customs or it got ripped up somehow. The closing mechanism on their small boxes was just never even closed. Even if it was improperly sealed before being sent or they sent an empty box, neither are nice options to imagine.

I complained about this but said, whatever, it is too late and I do want my contacts, I was again already charged a hefty amount for the three month subscription because I didn't want to be shipped for one month's worth and receive it so late, just in time to be charged again. I waited about three weeks and the only information I can view or had received was a receipt informing me of the charge. The website does not show tracking link or shipping date. I have no further information.

I'm curious why this is or where my contacts are at this point and contact customer service. They just send me screenshots of their website saying the Track button is right there. I send them back pictures of my screen. They did offer to let their IT know there may be an unknown issue, so if they do this, that's great. But it would be so much better to get a shipped email with tracking. Turns out the package is missing now, anyway, even though it somehow shows delivered. I'm so done with this company and it's so frustrating because they are affordable and I do like them. But I can't afford to give away hundreds of dollars to only hope I ever see a product.