JF
Terrible customer service response
Terrible customer service response. Literally made me go through 3 different web links to show me a policy that I did not qualify for a full refund on my return. THREE link, but claim no hidden policy. And I had to call them 3 months after I sent in my return because they still had not refunded me. Had me on hold for 8 min while they verified my return. While on the other line I verified it myself yet took less than one minute. For new members you no longer qualify for returns so good luck when they mess up!
Response from Hubble ContactsJun 13, 2019
Hi Josiah, Thank you for taking the time to leave this review. I'm so sorry to hear that there may some confusion about your returned order. I've taken the time to listen in on each of the phone calls you had with our team, and first of all, I do not see where they sent you any links or gave you any issue with the refund, our rep did walk you through the website to find the TOS that you agreed to at checkout. I do apologize for the delay in getting the refund issued to you and for the confusion around the policies that have changed recently. We refunded the full amount for your order when you spoke with Evalyn on the phone. Of course, you are not a newer member, so the latest return policy does not apply to you, and we do make exceptions to the policy in the case of mistakes made on our end, after a full investigation. In your case, this was not necessary, because you were refunded in full. If you have questions about this, please reach out to me at [email protected] with the subject line "ATTN: Trust Pilot" and I'll get back to you ASAP. Best, Vanessa