Olivia
HUBBLE IS NOT WORTH THE TROUBLE
I ordered a trial pack of 15 lenses or so and they took about 2 weeks to get to my house. This was fine, as COVID has affected many delivery services. BUT: In the time, while I was STILL WAITING to get my trial lenses, they charged me for the next monthly order and had those shipped to my house. I emailed less than 5 minutes after receiving the email that my card had been charged to cancel the order. The representative said he could not help me as once a charge goes through they can no longer cancel the order. I said I would like to cancel my subscription. He said to do that I would need to call them. I called several times and sat on the line for 15-30 minutes each time. There was silence on the other end so I wasn't sure if I was on hold or not. I was unable to cancel my subscription before my next order was charged. It was sent to an address where I no longer live; after finally reaching someone on the phone line, I explained that I would never receive the contacts and that I would either like to change the address or get a refund since I TRIED TO CALL BEFORE IT EVEN SHIPPED and never got ahold of anyone. Bottom line: TERRIBLE customer service and extremely bad trial policies. As a customer, it felt like they were trying to pull one over on me. They weren't interested in making sure I was happy with their product or their service; they really just wanted to get away with the $80 they were able to charge me for.
Response from Hubble ContactsAug 18, 2020
Hi Olivia, Thank you for taking the time to leave this review. I’m so sorry your free box order hasn’t arrived on time. I know how frustrating this must be and to have been charged with the subscription box without receiving them. We would like the opportunity to investigate your feedback further. Please could you contact me at [email protected] with the subject line "ATTN: Trustpilot" and we can get things settled as soon as possible. I appreciate your help and look forward to resolving your issue. All the best, Samantha