Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered contacts from Hubble on April 8 2025, received an email stating they were confirming my prescription and would contact me when they are shipping. Today, April 15th, I get an email saying everything is good and they are shipping, gave me a tracking number, but when I track it, it shows that it was shipped with counterfeit postage and tracking is not available, when you look that up on **** website it says the package has the possibility of being seized by the post office and not delivered, as counterfeit postage is illegal. I had placed an order with this company back in I believe 2023 and my experience that time was awesome. This time not so much. Were going on vacation and now Im not even sure if Ill be able to get something to see before we leave now as my glasses are currently broken and I was counting on the contacts being to me before we left, now Ill be lucky if I can get glasses rush shipped to me in time from somewhere else.

  Business Response

  Date: 04/18/2025

  Hi *********, We thank you for taking the time to give us this feedback. We sincerely apologize for the confusion caused by the tracking message and understand how frustrating this situation must be, especially with your upcoming vacation and urgent need for contact lenses. The error message you encountered typically indicates that the third-party courier has not yet scanned your package, which can sometimes take up to ***** hours after our fulfillment team transfers your package. We regret any misunderstanding this may have caused and appreciate your patience. Upon reviewing your order, our records show that your package was delivered on April 17, 2025, around 12:26 pm. We hope you received it safely and that it meets your expectations. Please note that our standard shipping timeframe is usually 5-10 business days, excluding weekends and holidays. We genuinely value your previous positive experience with us and are sorry this recent experience has been less satisfactory. If you have any further questions or need assistance, please don't hesitate to contact us at ********************************************************* with the subject line "ATTN: BBB." We're here to help and hope your vacation goes smoothly. Thank you for your understanding, and we wish you a wonderful trip. Best regards, ****

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned 3 boxes of contacts. Hubble sent me the labels. They said they deposited my refund 300 and 14 dollars I think in my bank account. I haven't had an account with the ****** in a couple months then. Hubble continously asked me to get ahold of the bank I did more than 5 times. They don't have the money. No account to deposit it into. I explained to Hubble l did everything they asked me to do. Then they say they can't help me anymore. They never helped to begin with. I had my new banking information on my account. I just want my refund.

  Business Response

  Date: 04/15/2025

  Hi ****, We thank you for taking the time to give us this feedback. I sincerely apologize for the frustration you've experienced regarding your refund. I understand how important this matter is to you, and we take it very seriously. After reviewing your case, it appears that one of our supervisors has already addressed your concern. As mentioned during your conversation, your refund has been reprocessed via ******. Please keep in mind that it can take up to ********************************************* your account, depending on your bank's processing times. If you do not see the refund after this period, please let us know, and we will gladly investigate further. We truly appreciate your patience as we work to resolve this for you. If you need any further assistance or have additional questions, please dont hesitate to reach out to us at ********************************************************* with the subject line "ATTN: BBB." My team will prioritize your concern and respond as quickly as possible. Thank you again for your understanding. Sincerely, ****

• Initial Complaint

  Date:03/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 19th I attempted to begin a new subscription with a new prescription for my daughter. I previously used Hubble for my own contacts, but had since cancelled my own subscription for my prescription. I noted that the $1.00 introductory offer would again be offered which made sense to me as this was a new prescription. However, I never received any follow-up nor any product for the $1.00 I was charged, collected via ****** and reflected in my credit card transactions as having processed on February 21st. I was never notified of any shipment resulting from this charge. Today, March 3rd, a pending charge from CONTACTSSUB was processed on my credit card for $49.97. I also received an email indicating my order has been shipped. The email contained a tracking number. That number is **********************. When I attempted to look up the tracking information for this number on ********, I was presented with the following message:Tracking Not Displayed Tracking information will not be displayed because this package was shipped with counterfeit postage. Please contact the merchant or seller with any questions.This is highly suspect behavior for a provider of medical supplies. I have previously had many issues with Hubble, but have had a few "straightforward" transactions as well, so I thought I could afford to give them a chance with my daughter's contact lens needs. But I am yet again presented with confusing billing (why offer a customer their "first order" for $1.00, but then charge full price for the first shipment?), suspicious shipping (counterfeit postage? what?), and atrocious communications (read: none whatsoever). I would like the order refunded and my newly attempted subscription cancelled (for good and all).

  Business Response

  Date: 03/05/2025

  Hi ***********, We thank you for taking the time to give us this feedback. We sincerely apologize for the difficulties you've experienced with your recent subscription and the confusion surrounding your orders. I completely understand your frustration, especially when it comes to your daughter's needs. To clarify, the $1.00 introductory offer applies to the starter pack, while regular shipments are billed at the standard rate at least 10 days after the initial order is placed. Unfortunately, it seems that your starter pack was delayed, arriving on the same day you were charged for the first monthly subscription on March 3, 2025. We truly apologize for this inconvenience, as it prevented your daughter from trying the lenses before the billing occurred. We have processed the cancellation of your subscription and initiated a refund for the most recent charge. Please allow up to ********************************************* your account, depending on your bank. If you do not see it after this timeframe, please let us know, and we would be happy to investigate further. As for the current order, it is on its way and should arrive within 5-10 business days (excluding weekends and holidays). You can simply return it by marking the package as "Return to Sender" or "RTS" on the outermost packaging. Again, we apologize for the confusion and any inconvenience this has caused you and your daughter. Thank you for your understanding, and please dont hesitate to reach out if you have any further questions or concerns by sending us an email at ********************************************************* with the subject line "ATTN: BBB". Sincerely, ****

• Initial Complaint

  Date:01/22/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a purchase of contacts on Oct 29, 2024. I did not receive any kind of confirmation, and indeed had to contact their customer service a full week later to ask for a shipping number. It just so happened that they shipped it out that day. Unbeknownst to me, they'd also signed me onto a subscription service, after I'd already made it clear that I would not be taking my business back there. On January 20, I see a random charge from this company, and again got no email confirmation of anything. They said they shipped a package, but it was to my old address and on the wrong card. I did not authorize this purchase, and customer service kept shifting the blame to me. If you could see how my inbox looks with their chaotic ticketing system...this company is just scammy, has terrible customer service, and has actually been sued for selling fake contacts and filling expired or false prescriptions. Contact lenses are MEDICAL needs. This company has no business being anywhere near my eyes, or anyone else's.

  Business Response

  Date: 01/28/2025

  Hi ******* Thank you for taking the time to provide us with your feedback. Im truly sorry to hear about the challenges youve faced with your order and the lack of clear communication during the process. After reviewing your account, it appears that the previous agent requested a cancellation for your January 20th order. Unfortunately, our fulfillment team was unable to process it since the order had already shipped. We sincerely apologize for not setting clearer expectations regarding this process, and I understand how frustrating that must have been. On January 21st, when you contacted us, a representative promptly initiated a refund for you. Please note that refunds can take up to ****************************** your account, depending on your bank provider's policy. Regarding your subscription concerns, after your first shipment of contact lenses, Hubble becomes a subscription service unless you choose to cancel. We strive to make this information available on our website and during the sign-up process, but sometimes it can be overlooked. We work hard to ensure transparency and sincerely apologize if anything was unclear! I want to confirm that your subscription has been fully canceled, and no future charges will be applied to your account. If you have any other questions or concerns, please feel free to reach out via email at ********************************************************* with the subject line "ATTN: BBB." Were here to help. Sincerely, ****

• Initial Complaint

  Date:01/14/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a trial order on Dec 30, 2024. Since then I received no communication from the company and no delivery of the product the charged me for. They even tried to collect payment for a 2nd order before even sending out the initial product for trial.The link to chat with support on their Canadian website is fake or broken, and there's no email contact option. My search for support ran me in an endless loop of the same information.

  Business Response

  Date: 01/16/2025

  Hi ********, We thank you for taking the time to provide us with your feedback and we sincerely apologize for the frustration you've experienced regarding your trial order placed on December 30, 2024. We understand how important it is to receive timely communication and delivery of your contacts. As a gesture of our commitment to your satisfaction, we have processed a 1 month worth of contact lenses at no charge, which you will receive in the next 7-14 business days (excluding Saturdays, Sundays, and statutory holidays). We will be reaching out via email for more information regarding your order. Additionally, I would like to clarify that you successfully moved your next charge date to April 9, 2025. As a result, no charges have been processed to your account, according to your account history. This change was made on December 31, 2024, just one day after your order was placed. We sincerely apologize for the inconvenience you faced while trying to reach our support team. To assist you better, please feel free to contact us via email at *********************************************************, or connect with us on ******** or Instagram. You can also call us at ************** from 9 AM to 9 PM EST, seven days a week (excluding statutory holidays). Furthermore, you can chat with us directly on our website. We're here to help! In the meantime, we appreciate your patience and understanding. If you have any further questions or need assistance, please feel free to email us at ********************************************************* with the subject line "ATTN: BBB."I hope your day goes well. Sincerely, ****

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a $1.00 trial of contacts I was told that someone would reach out to me in a few days when they confirmed my order with my doctor. I never received another email they never sent me my trial pack and instead two weeks later decided to charge me for a full round of contacts. I signed up for a trial so that I could determine if I wanted to use these contacts I was waiting for my initial trial to start never received any notification that the trial date had began and was charged full price. I never received what was agreed upon.

  Business Response

  Date: 01/09/2025

  Hi ********, thank you for reaching out and sharing your experience with us. We sincerely apologize for any confusion regarding your trial order and the subsequent charge. After investigating your order, we found that it was delayed because of the holiday season, resulting in a delivery outside our anticipated timeframe. However, according to your tracking information, your order is expected to arrive on January 10, 2025, and your refunded order should reach you within the next 5-10 business days. To return this order, please write "RTS" or "Return To Sender" on the outermost package and drop it at your nearest mailbox. Additionally, we want to assure you that your account has already been canceled, and a refund has been processed by one of our customer service representatives whom you've contacted. Please note that it may take up to 10 business days for the credit to appear in your account, depending on your bank's processing times. If you do not see the refund after this period, please reach out to us, and we will be more than happy to assist you further. Thank you for your understanding, and we appreciate the opportunity to address your concerns. If you have any additional questions or need further assistance, please dont hesitate to contact us at ********************************************************* with the subject line "ATTN: BBB."I hope your day goes well. Sincerely, ****

  Customer Answer

  Date: 01/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ********* *******
  
  
  
   
  
  

• Initial Complaint

  Date:11/08/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lens were uncomfortable scratching my eyes or ripping so I had to cancel my subscription do I get my money back & how long does it take

  Business Response

  Date: 11/11/2024

  Hi ********,
  
  Thank you for bringing your concerns to our attention. Im truly sorry to hear about the discomfort you experienced with our Hubble contacts. Customer satisfaction is very important to us, and we want to make sure youre fully supported.
  
  Ive reviewed your account, and while I didnt find previous contact regarding this issue, I did notice that you were charged on November 7, 2024, for another set of Hubble contacts. Wed like to understand more about your experience, so well be reaching out via email to gather further details.
  
  Our ****************** will be in touch soon with follow-up questions and to take the necessary steps to address your concerns. Your input will be very helpful in resolving this matter. In the meantime, Ive processed a full refund for the most recent order. It may take up to 10 business days to reflect on your account, depending on your banks policy. If it doesnt appear after that, please let us know, and well be happy to look into it further. I can also confirm that your subscription has already been canceled.
  
  Once again, I apologize for the inconvenience, and we truly hope to resolve this to your satisfaction. If you have any questions or need further assistance, dont hesitate to reach out to our customer support team at ******************************* with the subject line ATTN: BBB.
  
  Thanks again for bringing this to our attention, and take care!
  
  All the best,
  *******
  

• Initial Complaint

  Date:08/11/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am deeply upset by the poor business practice of Hubble. I ordered contacts: Acuvue Daily Astigmatism Oasis. Unfortunately what I did not realize is that there are with Hydraluxe and without Hydraluxe. My contact prescription is for WITH Hydraluxe. Mind you there is a significant difference. I understand this was my fault for ordering improperly however, Hubble should have never filled my contacts for a prescription that are not mine. I noticed immediately and reached out to the chat bot on the website. It said there was nobody available and I would be responded to within a business day. I was never responded to, but got an email asking how the assistance I received was? Knowing it was partly my fault I tried to still use the contacts but after two attempts I realized I truly cannot see out of them. They refuse to cancel my subscription order and now I have received a second order of them, and got no receipt! I am having no luck getting anywhere with customer service, and it is clear they do not care about the customer. Their practice is shady at best and I highly recommend avoiding at all cost. I have now spent $175 on contacts I cannot wear and I want my money back. I will gladly send them back.

  Business Response

  Date: 08/12/2024

  Hi *****,
  
  Thank you for letting us know about the issue with your order. I'm really sorry for the mix-up and the frustration its caused. It looks like there was an error with the product you received, and we know your prescription is important. I can see how that would be confusing and inconvenient for you.
  
  To make things right, weve processed a full refund for your order and canceled your subscription. You should see the credit in your account within the next 10 business days, though this can vary depending on your bank. If you dont see it by then, please reach out and well look into it. For returning the package, just write "Return to Sender" or "RTS" on the outer packaging and drop it off at your local post office or mailbox.
  
  Again, I apologize for the trouble this has caused. If you have any more questions or need further assistance, feel free to get in touch. Were here to help!
  
  Best regards,
  ****

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/23/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transactions were from 07-2023 to 05-2024 ***** a month . A total of ******. The contact prescription had expired. I never received the contacts through that period . Hubble stated that they were still shipping to a past address. They stated there was nothing they could do for me.

  Business Response

  Date: 06/25/2024

  Hi ******,
  
  Thank you for taking the time to leave a review.
  
  It truly saddens us to hear about the issues you have been facing with your orders and prescriptions. We understand the frustration you must be feeling, especially with the expired prescription and missing shipments.
  
  The orders from February, March, and April 2024 were already disputed by your bank. Your bank has already refunded you these amounts. Additionally, we have refunded the orders from August 2023 to January 2024, totaling 7 orders ($294.00). Please note that it may take up to 10 business days for the credit to appear in your account, depending on your bank provider. If it doesn't reflect after that, please let us know, and we'll be happy to look into it.
  
  We genuinely appreciate your patience and understanding as we work diligently to rectify this situation. Should you require any further assistance or have additional concerns, please contact us at ******************************* with the subject line "ATTN: BBB."
  
  I hope your day goes well.
  
  Sincerely,
  ****

• Initial Complaint

  Date:04/20/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I slept one night with contacts in and my eyes were watering and exploded like a balloon for one night of sleeping g in them that's ****** up..I have entered a d2scription of the the ******* problem.

  Business Response

  Date: 04/22/2024

  Hi ******,
  
  Thank you for taking the time to leave a review. We appreciate you reaching out to us regarding your eye health issues. We take complaints of this nature very seriously, and based on what you shared with us, we would like to further investigate this matter.
  
  We would like to highlight that sleeping with contact lenses is not recommended since it can lead to eye problems, but we'd like to try to understand more about the experience you've had. We'll be reaching out via email to delve deeper into your situation.
  
  Our ****************** will contact you shortly with follow-up questions and take the necessary actions to address the issue. Your collaboration will greatly assist us in understanding and addressing any concerns. In the meantime, we have already canceled your subscription and processed a refund. 
  
  If you have any questions or need assistance, please feel free to reach out to our customer support team at ******************************* with the subject line ATTN: BBB.
  
  Thanks again for bringing this to our attention. Take care!
  
  Best regards,
  *******