Don't Get "Poked In The Eye" By Hubble

Recently, the Federal Trade Commission (FTC) has reached a $3.5 million dollar settlement with Vision Path, which sells Hubble contacts online. As part of the Fairness to Contact Lens Consumer Act and Contact Lens Rule, prescribers must give patients a copy of their prescription at the end of a contact lens fitting. Contact lens sellers must only provide consumers with contact lenses that fit their prescription that has been verified via phone, fax, or email with the prescriber. The prescriber has 8 business hours to inform the seller if the prescription is incorrect.

A complaint filed against Vision Path alleges the following:

1. Failing to properly verify consumers prescriptions

2. Selling contacts after prescription verification requests were denied

3. Altering prescriptions by substituting its own Hubble brand when that wasn't what the consumer was prescribed

4. Failing to maintain required records

According to the FTC, many of the prescriptions filled by Hubble did not meet the required verification protocols and the verification calls were either incomplete or incomprehensible.

In addition to this complaint, Hubble has also been under scrutiny for deceptive tactics to counter negative publicity while generative positive consumer reviews. For example, existing consumers were offered free contact lenses in exchange for positive reviews. Hubble did not inform their reviewers to mention their compensation in exchange for the positive review. One reviewer wrote on the BBB website.

"I love this company!!! Omg I'm so sick of everyone complaining because they do not know how to follow instructions. Literally so simple.... I don't have to wait long if I have a question too and want to call them up which is surprising. Overall very satisfied customer here!"

There was one important fact missing from the above review. The person that wrote this review is Hubble's Director of Customer Experience.

Hubble has agreed to settle the law enforcement action by paying $2 million in refunds to consumers harmed and $1.5 million in civil penalties.