Tamara H.
Customer service went downhill.
Well if you really want to know, the customer service used to be superlative. Sadly it seems to have gone down hill. I wrote several emails about my eye tech breaking down for the 3rd time in 5 years, which isn't very good, but the fact ypu guys stepped up to the plate and replaced it no questions asked, that showed me your superior customer service. Seems I own both the Eye Tech and The Jupiter, Im a bit concerned that if my Jupiter had issues, I wonder if It will be a hassle to get it fixed or replaced, so far so good, its still working. However when I tried to replace my eye tech for the 3rd time I was asked for a ridiculous amount of 200.00 US dollars for shipping. I expressed my displeasure in this, as this is a warranty issue, no fault of my own. The lady argued with me, wouldn't help with my concerns, in fact stopped responding to my emails, till I made a threat to call the better buisness bureau, which i didn't like doing. I had read the terrible reviews about the customer service and the enormous costs of shipping and boom, I get a response and my shipping that wasn't possible to reduce, ended up 25.00 and sent me the eye tech without sending the other one back? Anyway in the end I happy to have this resolved, but unhappy it took 2m of stress and multiple emails. Before you had zero stars, today it's 2. Probably should be one.
Response from spacetouch.comSep 14, 2026
Thank you for such a thoughtful and fair account, even though it clearly wasn't a good experience overall. Five years and three no-questions-asked replacements on the Eye Tech is something we're genuinely proud of, and it means a lot that you recognized that history even while telling us where we fell short. I do want to explain the $200 shipping figure, since it probably felt arbitrary in the moment: that cost reflects shipping insurance on a device of this value, the cost of getting the new unit to you, and a prepaid label to return the broken one to us — not just a shipping label on its own. In your case, we ultimately reduced that to $25 as an exception, but the underlying costs behind the original number were real. What wasn't okay is how you were treated getting there: being argued with, then met with silence, and needing to mention the BBB before getting a real response. You shouldn't have had to push that hard to get a clear explanation or a fair resolution, and that part is on us to fix. On the Jupiter concern — that's a fair worry to have after this, and we don't have a good way to promise it away other than to actually earn it back if the time comes. We understand the 2 stars. Thank you for staying as fair as you did throughout this.