We emailed the customer on April ***, April **, & April [redacted] and are waiting on her responseThe reason that the customer has not received a confirmation email is because their doctor cancelled their orderWe have refunded the customer completely and instructed them to obtain a valid prescription for our lenses so that we can fill her order
The Contact Lens Rule requires resellers to call/fax for verifications in cases when the patient has notsubmitted a physical prescription or copy thereofThe reseller must provide the patient's full name andaddress; the power; the name of the manufacturer (StShine); the base curve (8.6); the diameter (14.2)when appropriate; the material (Methafilcon A); the quantity ordered; the date of the order; and the dateand the time of the requestWe provide all of these things when verifyingIt is the duty of theoffice/provider to fax back denials within the appropriate time frame required by law or we are legallyallowed to ship the lensesPrior to ordering customer’s agree to our Terms of service which states thatthey have a valid Hubble prescription and doctor approvalWe depend on the honesty of the customer andthe thoroughness of the doctor to assure that everyone is happyContact lenses are a Class II medicaldevice and we need to ensure that they weren't tampered withThis is why we only accept unopenedpackages
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [We have asked for the verification requests to provide all the required information in order to verify a requestWe have even tried to compromise and asked at least for the requests to be documented as a faxed documentWe asked all contact to cease due to the inability of the company to provide required information and provide documentation of the lack of information providedThe requests we are receiving now have even less informationThere is no productive communication received, therefore we have asked all contact to cease.] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is unsatisfactory to me and the issue isn't resolved as the business appears to not have accepted responsibility or changed their practice to ensure this doesn't happen to others While they are resting on their agreement language to fault the client or prescribing doctor, in fact they failed to ensure that the lenses shipped complied with the prescription for toric lenses They later acknowledged they do not even carry toric lenses, so there was never an option to correctly fill the prescription Sincerely, [redacted]
Customers may cancel Monday through Friday, 9am to 5pm Eastern Standard Time with the number provided in their Hubble accounts This customer agreed to the TOS at checkoutThis policy is available on the footer of every page and the customer was informed of this policy during the cancellation process prior to when they received the shipment in questionThere was no cost to them to return the lenses to usThe customer has not yet returned the unopened lensesContact lenses are a Class II medical device and we need to ensure that they weren't tampered with The customer had two weeks to change the date of their shipment/charge or cancel their accountThey did neither and we shipped according to the subscription cadence they selected at checkoutWe mention that they are signing up for a subscription times in very obvious ways in the checkout flow (www.hubblecontacts.com), once in a follemail, and again in the first package they receivedThe customer was also told that they could get a refund by writing "Return to Sender" on the outside of the unopened box prior to receiving this shipment within days of receiving the package Once received as stated in the Terms of Service, and all other policies are met, the customer will be refunded for the product minus the shipping fee and restocking fee
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]
We emailed the customer on April ***, April **, & April [redacted] and are waiting on her responseThe reason that the customer has not received a confirmation email is because their doctor cancelled their orderWe have refunded the customer completely and instructed them to obtain a valid prescription for our lenses so that we can fill her order
The Contact Lens Rule requires resellers to call/fax for verifications in cases when the patient has notsubmitted a physical prescription or copy thereofThe reseller must provide the patient's full name andaddress; the power; the name of the manufacturer (StShine); the base curve (8.6); the diameter (14.2)when appropriate; the material (Methafilcon A); the quantity ordered; the date of the order; and the dateand the time of the requestWe provide all of these things when verifyingIt is the duty of theoffice/provider to fax back denials within the appropriate time frame required by law or we are legallyallowed to ship the lensesPrior to ordering customer’s agree to our Terms of service which states thatthey have a valid Hubble prescription and doctor approvalWe depend on the honesty of the customer andthe thoroughness of the doctor to assure that everyone is happyContact lenses are a Class II medicaldevice and we need to ensure that they weren't tampered withThis is why we only accept unopenedpackages
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [We have asked for the verification requests to provide all the required information in order to verify a requestWe have even tried to compromise and asked at least for the requests to be documented as a faxed documentWe asked all contact to cease due to the inability of the company to provide required information and provide documentation of the lack of information providedThe requests we are receiving now have even less informationThere is no productive communication received, therefore we have asked all contact to cease.] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is unsatisfactory to me and the issue isn't resolved as the business appears to not have accepted responsibility or changed their practice to ensure this doesn't happen to others While they are resting on their agreement language to fault the client or prescribing doctor, in fact they failed to ensure that the lenses shipped complied with the prescription for toric lenses They later acknowledged they do not even carry toric lenses, so there was never an option to correctly fill the prescription Sincerely, [redacted]
Customers may cancel Monday through Friday, 9am to 5pm Eastern Standard Time with the number provided in their Hubble accounts This customer agreed to the TOS at checkoutThis policy is available on the footer of every page and the customer was informed of this policy during the cancellation process prior to when they received the shipment in questionThere was no cost to them to return the lenses to usThe customer has not yet returned the unopened lensesContact lenses are a Class II medical device and we need to ensure that they weren't tampered with The customer had two weeks to change the date of their shipment/charge or cancel their accountThey did neither and we shipped according to the subscription cadence they selected at checkoutWe mention that they are signing up for a subscription times in very obvious ways in the checkout flow (www.hubblecontacts.com), once in a follemail, and again in the first package they receivedThe customer was also told that they could get a refund by writing "Return to Sender" on the outside of the unopened box prior to receiving this shipment within days of receiving the package Once received as stated in the Terms of Service, and all other policies are met, the customer will be refunded for the product minus the shipping fee and restocking fee
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]