Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not consent to beginning a subscription with Hubble. I purchased a box and a subscription service began without my consent. Hubble need to contact the courier Royal Mail on **** *** **** to intercept the package and return to sender, saving me the ******************** of returning a package I did not order or agree to pay for. Hubble illegally used my banking information.

  Business Response

  Date: 09/22/2022

  Hi *******,

   

  We appreciate you contacting us about this issue and taking the time to leave a review for us. We are sincerely sorry to learn that your interaction with us was unsatisfactory, and we share your dismay. We value having happy customers, therefore we'd want to take this chance to address this problem right away.
  
  
  We did check our records thoroughly and after additional investigation, we found out that there is no cancellation request coming from you. Please be advised that Hubble is subscription-based and after your first free shipment of contact lenses, Hubble does become a subscription service if you don't decide to cancel. We make this information available on our website and during the sign-up process but sometimes people miss it. The monthly charge is authorized when you place the first order, can be adjusted at the request of the customer, and can be canceled via a simple email or phone call with our customer service team during our business hours, as stated on our site.
  
  

  But no worries, we have checked into this and confirmed that your account has been successfully cancelled rest assured that moving forward, there will be no charges. As a gesture of goodwill, I went ahead and processed a full refund in your account today. You should see the amount of ***** refunded to the original card on file. Please allow **** business days for the refund credit to appear. We've sent you an email confirmation regarding the refund.
  
  
  We really regret what occurred, and we hope that we were able to give you a satisfactory resolution. 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

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a transaction last night September 14 to buy one dollar $1 trial of Hubble contacts. Upon realizing that they had signed me up for a $39 monthly subscription instead I immediately went to cancel my services upon doing so I realize the only way to cancel was to create an account and give them more of my information. Instead of making the account I reached out to the Hubble customer experience team as they said that was another way to cancel and upon informing them they continue to send me The same generic message that says the only way to unsubscribe is to respond with my reason for cancellation. When I responded with my reason and threaten to contact my credit card company I was only sent back the exact same message. I have since contacted my credit card company they have disputed the charge and they have blocked further charges from coming in. Reviews indicate this is not the first time that this problem has occurred. This is shady business practice.

  Business Response

  Date: 09/15/2022

  Hi *******,

   

  We are incredibly grateful that you took the time to share your feedback with Hubble. We are truly sorry to hear about the negative experience you had with us and it wasnt our intention to disappoint you.

   

  We would like the opportunity to investigate your feedback further. I can see that you placed your first order on September 14, 2022, and you requested to cancel your subscription on the same date that you placed your order and before we cancel, we always ask our customers the reason of their cancellation for us to provide options if they wish to skip charges or change the frequency of their orders to modify the subscription to better fit your needs.

   

  Please be advise that Hubble is a subscription base and we make this information available on our website and during the sign-up process but sometimes people miss it. We work hard to make this information transparent and truly apologize if anything wasnt clear to you however, your account has now been cancelled. Rest assured that moving forward, there will be no charges and you will receive a cancellation confirmation email. We sincerely regret for any inconvenience this may have caused you and we appreciate your time in providing us with feedback. Please reach out if you have any further questions or concerns by sending us an email at ********************************* with the subject line "ATTN: BBB". Have a good day!

   

  All the best,
  *******

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company refuses to refund my card for a charge that is pending with them. I have called the company as well as emailed and was told sorry we cant do that even though the product hadnt shipped and I was charged for the item the same day I called the company. Everything is still in the pending phase and this company just refuses to refund my card. All I want is my money back

  Business Response

  Date: 09/01/2022

  Hi ***,

   

  We are incredibly grateful that you took the time to share your feedback with Hubble. We are truly sorry to hear about the negative experience you had with us and it wasnt our intention to disappoint you.
  
  

  We would like the opportunity to investigate your feedback further. However, we did check our records thoroughly and after additional investigation, We found out that there is no cancellation request coming from you, and our system automatically charged and processed your order since your account is still active.
  
  

  Please be advised that after your first shipment of contact lenses, Hubble does become a subscription service if you don't decide to cancel - we make this information available on our website and during the sign-up process. Our orders are part of a subscription program, so we are prepared to be processed immediately after the charge is cleared. The charge is authorized when you place the first order, can be adjusted at the request of the customer, and can be canceled via a simple email or phone call with our customer service team during our business hours, as stated on our site. Unfortunately, we are physically unable to cancel or pull back an order once it has been charged.

   

  However, you may return your item for a refund and I can see that one of our customer support already sent you an email for your return label. Keep in mind that for your order to be eligible for a refund, the outer shipping box must be unopened. You'll receive a refund notification when your order is back in the mail & your refund will appear in your account within 3-5 business days of receipt (depending on your bank's policies). We really regret what occurred, and we hope that we were able to give you a satisfactory resolution. 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

  Date:08/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about 8/3/2022 after numerous attempts to straighten out order #****** that I didnt receive refund for over $120 for. It was shipped in two different boxes. I was given two different reference # ******* by ************** on 8/3 and #******* on 8/4 by Ejil Talip email attachment. However they gave me same shipping label for two different boxes. Now wont return my money. Finally answered today after numerous emails no response they would check warehouse for package. It is there customer service department that messed up sent same label. I didnt realize it until yesterday after comparing them. I just want my money they debited out of my account so quickly and that I have questioned numerous times today 8/18/2022.

  Business Response

  Date: 08/19/2022

  Hi *****,

   

  We appreciate you contacting us about this issue and taking the time to leave a review for us. We are sincerely sorry to learn that your interaction with us was unsatisfactory, and we share your dismay. We value having happy customers, therefore we'd want to take this chance to address this problem right away.

   

  After additional investigation, we found out that there is no cancellation request coming from you, and based on our record the reason why you have two separate charges since you created two different subscriptions under the same email address that we have on file. Please be aware that once you receive your initial shipment of contact lenses, Contactscart does become a subscription service. We make this information available on our website and during the sign-up process. The kind of lens you order will determine how frequently you receive deliveries. You can change your delivery schedule to suit your requirements, and you can call us at any time to end your subscription before the next order is processed.

   

  We would like to inform as a gesture of goodwill in recognition of the time and effort, you spent we went ahead and process a refund and you should see the amount of, $117.98, refunded to the original card on file. Please allow 3 to 10 business days, depending on your issuing bank, for the refund credit to appear. We also sent you a separate email regarding the refund and your account is fully cancelled. Rest assured that there will be no charges moving forward. We really regret what occurred, and we hope that we were able to give you a satisfactory resolution. 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

  Date:08/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2020, I placed an order for contacts to be mailed to my home due to covid. Well, as of 08-05-2022, I as unknowingly charged for a subscription service and an order of contacts based off an expired prescription from 2020. My complaint is that this company has NEVER asked for an updated prescription did not notify me that they were going to be taking money from my account.

  Business Response

  Date: 08/10/2022

  Hi ******,

   

  We appreciate you contacting us about this issue and taking the time to leave a review for us. We are sincerely sorry to learn that your interaction with us was unsatisfactory, and we share your dismay. We value having happy customers, therefore we'd want to take this chance to address this problem right away.

   

  After additional investigation, we found out that there is no cancellation request coming from you. Please be aware that once you receive your initial shipment of contact lenses, Contactscart does become a subscription service. We make this information available on our website and during the sign-up process. The kind of lens you order will determine how frequently you receive deliveries. You can change your delivery schedule to suit your requirements, and you can call us at any time to end your subscription before the next order is processed.

  Contactscart is not liable for automatically updating your prescription without your explicit consent. We must get your new prescription along with the necessary information from your eye provider in order to confirm it. No contacts will be sent out unless the prescription is approved. In this instance, you didn't get in touch with us to change your prescription. But don't worry, we checked into this and confirmed with one of our CX Team that the refund had already been processed successfully. They also confirmed that the order had already been cancelled and your account was already cancelled. **** assured that moving forward, there will be no charges. We sincerely regret for any inconvenience this may have caused you and we appreciate your time in providing us with feedback. Please reach out if you have any further questions or concerns by sending us an email at ********************************* with the subject line "ATTN: BBB". Have a good day!

   

  All the best,

  *******