Gabrielle B.
New YorkMember since December 2019

Reviews (1)


    • Dec 29, 2019
    • Verified Reviewer

    Hubble Contacts

    Good idea and great customer service, but could be more flexible with returns

    Overall Experience:

    I love the customer service from Hubble and the idea is great. The customer service reps are so speedy and helpful! The packaging is adorable. My packages always arrived on time and in excellent condition. That part gets five stars! Honestly, any complaints I have are mostly on me, but I just want others to get a full picture. This is a two-part complaint:

    One: If your eyes are prone to drying out, these might not be the best for you. I would definitely suggest doing the trial though, because if they work for you they're truly a great product. However, due to my job that requires a lot of screen time, I have to cancel my subscription because the contacts feel like they're stabbing my eyeballs after a few hours of wear.

    Second issue: My two-job work schedule really picked up last month and I kept forgetting to send back the box, and then before I knew it another box came. As per the 30-day return policy, I can't send back the previous box. Which I admit is my fault, should have briefed myself on the policy before hoarding. I just think Hubble should consider a bit more flexibility with this policy, as part of the product's appeal is its convenience! Life gets busy and now I have a pristine, unopened box of contacts that are not only dry and stabby after like five hours of wear, but are also the wrong prescription and will go to waste. I know I probably signed a contract with my subscription, etc., but I can't help but feel a little bit ripped off that Hubble now has $36 that I worked really hard for, in exchange for a product I didn't use that's only like three weeks older than the newest box. Contacts can stay fresh if they're stored properly and if Hubble's contacts don't after a few weeks that's another issue altogether.

    I suggest Hubble extends the return policy to 3 months for their busy customers. Or at least offers one-time exceptions to loyal customers. I work for a family-owned business and a retail store where customer appreciation is paramount, so it just really doesn't sit well. I would still recommend the product to a friend, but I'm saying I wouldn't so someone from Hubble looks at this and might take pity on my poor (literally) soul and let me mail back/refund the second box. That kind of customer flexibility and loyalty on top of the existing positive qualities of the company would really set Hubble apart and make it even better.

    Bottom Line: No, I would not recommend this to a friend

    1 people found it helpful

    Link to this Review
    • Jan 8, 2020

      Company Response from Hubble Contacts

      Hi, Gabrielle,

      Thank you for taking the time to leave this review. Your feedback helps us get better. We are looking into this issue and hope to resolve it promptly and accurately. I'd like to find out more about what happened - so we've reached out privately to discuss your account details from there.

      Best,

      Sophia


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