ContactsCart

Hi Angie, Thank you for this feedback. Thank you for bringing this matter to our attention. We strive to offer the best service to our customers, so hearing that we fell short of your expectations is disheartening. We do provide our customers with replacements, but only in accordance with the company policies. You can send an email to [email protected] with the subject "ATTN: Trust Pilot" if you have any additional queries or concerns. Have a great day. All the best, Judee

Hi Miranda, Thanks for this feedback; we appreciate your honesty about your experience. We apologize if we didn't live up to your expectations. The sister company of Hubble is ContactsCart, which also offers subscription services. We commit to providing this information from the beginning of your order process until you have completed it since ContactsCart has always been a subscription. Each product provides information about how much and how many lenses are within each box, as well as how long it will be before we send our customers another box of contacts. I apologize if you missed this section, and I hope that this clarifies any misunderstandings about how our subscription works. To better serve our customers and expedite returns and refunds, we have introduced a new system. As per our previous procedure, we could not issue refunds to customers until we had checked and received the returned item. Today, we can email you a return label so you may ship your package back after you've received it. When the return is scanned by our third-party courier, our new system will automatically issue a refund to you. We'd be more than happy to answer any questions you might have. To better assist you, please reach out to us via email at [email protected] with the subject line "ATTN: Trust Pilot" and my team will get back to you ASAP so we can further assist you with this concern. All the best, Judee

Hi Jessica, Thank you for taking the time to leave this review. I am sorry to hear that you are unaware of our subscription program. Your subscription will be automatically created once you have successfully placed your first order. The frequency of deliveries is based on the type of lens you order and since we are a subscription company we don’t send notifications prior to your next charge date because all of our customers were provided with online access to manage the upcoming orders on their account page and changing the frequency of deliveries. You can adjust your delivery schedule to suit your needs, and you can call us to cancel your subscription at any point before your next order is processed we make this information available on our website, and at the time you place your first order, we truly apologize if anything was unclear! However, as soon as we receive your return in the unopened box, we’ll be more than happy to issue you a refund. However, as soon as we receive your return in the unopened box, we’ll be more than happy to issue you a refund. Please send an email to [email protected] with the subject line "ATTN: Trust Pilot" and my team will get back to you ASAP. All the best, Jhanine

Hi Wahid, Thank you for taking the time to leave this review! We’re sorry to hear you had a negative experience with us. We want every customer’s experience to be the best possible, and we work hard to make sure that happens. Contactscart is a subscription service if you don't decide to cancel - we make this information available on our website, and at the time you place your first order, we would like to investigate your account and see what happen so we can help you get everything situated. Can you please email us at [email protected] with the subject line "ATTN: Trustpilot" so we can investigate further. Thanks, Kathlene

Hi Nakamura, Thank you for taking the time to leave this review. It sounds like this has been a frustrating experience, can you tell us more about the issue so we can check what we can do to help you. Kindly send us an email at [email protected] with the subject line "ATTN: Trustpilot" so we can investigate further. Thank you! All the best, Jhanine

Hi Thomas, Thank you for taking the time to leave a review! We are sorry that you are still waiting for your delivery. I would be happy to check your account and see what happened. Can you please send us an email at [email protected] with subject line ATTN:TRUSTPILOT Thanks, Kathlene

Hi Crystal, I'm so sorry for the confusion this might have caused. I'd like to get everything situated, can you please email us at [email protected] with the subject line "ATTN: Trustpilot" so we can investigate further. Thanks, Kathlene!

Hi Laurie, Thank you for taking the time to write us a review and for getting our attention on this matter, we're very sorry to hear you are continuing to be charged. After your first trial shipment of contact lenses, Hubble does become a subscription service if you don't decide to cancel - we make this information available on our website and during the sign-up process. Please be advised that all of our customers have online access to manage the upcoming orders and they also have an option to cancel their subscription. I'd like to find out more about what happened. If you may send us an email at [email protected] with the subject line "ATTN: Trustpilot" so we can investigate further. All the best, Jhanine

Hi Alex, We really appreciate you taking the time to share your feedback. We're sorry to hear that you were dissatisfied with our service and we want to assure you that this is valuable to our whole team so we can better improve our services. We also provide refunds, but only in accordance with company policies. Refunds are provided in real-time but it may take a few business days, depending on your bank, to credit the amount back to your account. We'd be more than happy to answer any questions you might have. You can always reach out to us via email at [email protected] with the subject line "ATTN: Trust Pilot" and my team will get back to you ASAP so we can further assist you with this concern. All the best, Judee

Hi there! Thank you for taking the time to write us a review. Truly sorry to hear that you had a rough experience with our customer service and we completely understand how you must feel while waiting for your order to be shipped out, and we're sorry about that. Sometimes, the first order takes a bit longer since we still need to reach out to your eye care provider for approval before shipping it. We would love to help you with this and we'll do our best to make your experience better with us, to do that, please send us an email with the attention line "ATTN: Trustpilot" and we'll be happy to help. All the best, Jhanine

Hi Ryan, Hope all is well! Thank you for taking the time to leave your review. We are so sorry to hear about this experience, can you tell us more about your cancellation issue so we can check what we can do to help. Please be advised that all of our customers were provided with online access to skipping orders on their account page and changing the frequency of deliveries and they also have an option to cancel their subscription. Please send an email to [email protected] with the subject line "ATTN: Trustpilot" and I will be happy to help. All the best, Jhanine

Hi Martt, Thank you for taking the time to leave this review. Welcome aboard! We are happy to know that you received your package. Customer satisfaction is always a number one priority for us and we will do our best to continue providing you with the best products and services we could offer. Please reach out if you have any further questions or concerns by sending us an email at [email protected] with the subject line "ATTN: Trust Pilot". Have a good day! All the best, Jhanine

Hi DL, Thank you for the kind feedback. We are grateful that you took the time to tell us. Our aim is to provide the best that we possibly can, and we're disheartened to hear we didn't meet your standards. Before sending out lenses, we get approval from your eye care provider first to make sure they're not expired. We also use credit card updater services. All four major credit card companies—American Express, Mastercard, Visa, and Discover—offer services to help retailers maintain their customers' credit card information up to date. For customers whose accounts have new credit card numbers or updated expiration dates, these services give retailers current information. Hence, we are able to process your order and ship out the package to the address we have on file. If you have any more questions or worries, do get in contact with us by sending an email to [email protected] with the subject "ATTN: Trust Pilot." Enjoy your day! All the best, Judee

Hi Sam, Thank you for taking the time to leave this review. You've been one of our valued members and I would like to look into this and get everything situated. You actually have an option to log-in to your online account and manage your subscription. To better assist you, can you please email us at [email protected] with the subject line "ATTN: Trustpilot" so we can help you cancel the account. Thanks, kathlene!

Hi, Suzzane, Thank you for your feedback; we appreciate it and find it really valuable. We apologize if we fell short of your expectations as we always try to provide the best service that we possibly can. We understand how you wanted to return a product you cannot use. We do allow returns only if the box containing your lenses has not been opened because we cannot guarantee that the lenses haven't been tampered with. This is a pretty clear guideline on our website. As promised during your call with us, our Support Team has issued you a Return Label so you may return the unopened boxes to us for a refund. Please do check your Spam or Bulk folder in case you don't see our message in your Inbox. Also, we can only fill out your prescription with what your eye care specialist has prescribed. It was a brand-specific prescription for your eyes. We'd be more than happy to answer any questions you might have. You can always reach out to us via email at [email protected] with the subject line "ATTN: Trust Pilot" and my team will get back to you ASAP so we can further assist you with this concern. All the best, Judee

Hi Errin, We thank you for taking the time to give us this feedback. Feedbacks are very important for our business so we can provide better service to our customers. Truly sorry to hear that you have a rough experience when returning your package and requesting for your refund. We'd be more that happy to help you with your concerns. Please send an email to [email protected] with the subject line "ATTN: Trust Pilot" and my team will get back to you ASAP. All the best, John

Hi Allyson, Thank you for taking the time to leave this review. I’m sorry you had such an unpleasant encounter and with the back and fort. After your first purchase. Contactscart does become a subscription service if you don't decide to cancel - we make this information available on our website, and at the time you place your order, we truly apologize if anything was unclear! We try to make our customers’ ordering experience easy and enjoyable, and we hold our stores to a very high standard. In this case, we clearly fell short. I’ve made our corporate customer experience team aware of this issue so they can address any underlying problems and to make sure this doesn’t happen again, Can you please send us an email at [email protected] with the subject line ATTN: TRUSTPILOT so we can investigate. All the best, Kathlene

Hi there, We thank you for taking the time to give us this feedback. Feedbacks are very important for our business so we can provide better service to our customers. Truly sorry to hear that you had a rough experience in ordering your contact lenses and cancelling your subscription. We'd be more than happy to check on this matter for you and and find out if there’s anything we can do to help make this right. Please send an email to [email protected] with the subject line "ATTN: Trust Pilot" and my team will get back to you ASAP. Again, we apologize for any inconvenience this may have caused you. All the best, John

Hi there, We thank you for taking the time to give us this feedback. Feedbacks are very important for our business so we can provide better service to our customers. Truly sorry to hear that you had a rough time dealing with our customer service and you are unaware of the subscription. We make this information available on our website and during the sign-up process, but sometimes people miss it. We work hard to make this information transparent and truly apologize if anything wasn’t clear to you. We’d like to look into what happened and find out if there’s anything we can do to help make this right. Please send an email to [email protected] with the subject line "ATTN: Trust Pilot" and my team will get back to you ASAP. All the best, John

Hi Phil, Thank you for taking the time to leave this review! I'm so sorry to hear that you are having a hard time cancelling your subscription. Aside from sending us an email, feel free to reach out to [email protected] or by calling us at (888) 658-5208 between 9 AM and 5 PM EST, Monday through Friday, and Saturday 12 PM and 4 PM EST, excluding federal holidays for assistance! If you have any request, Please email us at [email protected] with the subject line "ATTN: Trustpilot" so we can investigate further. Thanks!