J. T.
Poor customer service!
Initially I was a great fan of Hubble. I loved how fast the contacts came and the automatic payments gave me one less thing to worry about. However, with the pandemic and the masks constantly drying out my eyes, when I removed my contacts at night my vision started getting worse. My eye doctor is very busy and can't get people in for months at a time so I called to cancel my subscription. The person I spoke to on the phone kept on giving me several options besides just canceling my subscription. When I explained that my eyesight had worsened and I think that I would need bicycle glasses, the representative then seemed disinterested in anything else I had to say and no longer wanted to hear my questions and just simply became unhelpful. Every question thereafter was rebutted with a "you can find this on the website". If I could get all of my questions answered, including being able to cancel my subscription online, I would not have called. Like I said, I initially loved this company, the contacts were great and and made ordering effortless, however the customer service experience left a bad taste in my mouth and I am not sure I will be going back to Hubble once my prescription changes. It's clear customer service only cares about subscriptions.
Response from Hubble ContactsNov 14, 2021
Hi there, Hope all is well! Thank you for taking the time to leave us a review and for bringing this to our attention. First of all, we would like to thank you for trying our brand and for loving it. We sincerely apologize if you have an unpleasant experience with our customer service team. We can assure you that it's very easy to cancel with us, especially for cases like yours. We would like to investigate what happened so we can properly educate our representatives on how to deal with cancellation requests. Because here in Hubble we do respect our customers decision even if that means that we are letting them go. Again, our sincere apologies for what happen! Please do send us an email at [email protected] with the attention line "ATTN: Trustpilot" and we'll check what happen right away. Sincerely, Cynthia