ComplaintsforHubble Connected Ltd

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received the nursery pal connect touch cameras from the company. When we were setting them up, only one would work. We emailed the company and followed the steps to prove that we received one faulty camera. They emailed back stating they have a high demand, but would start our order in 2-3 weeks. I have emailed numerous times without receiving a response back. I have multiple emails of our contact with the company. The emails started in the beginning of July, and we are nearing October with no news. I have read how this is not the first incident with the company. In at the attached emails they kindly request that we consider sending the camera back in order to receive a new one. They emailed at 2 am this morning saying they never received the camera to fix the hardware. In a previous email they made it seem they were just sending a whole new unit. They only respond by email, they have no phone number to talk to a representative.

  Business response

  10/14/2024

  Hello *******,

  My name is ***** and I am customer support manager at HubbleConnected. I am sorry to hear about your frustration and I am sorry if the communication was not clear. We indeed ask our customers to send us non-working devices when we understand that we can fix them. 

  As you can't ship us the non-working device, we will go ahead and submit a replacement request for you. Your replacement camera should be shipped to you this week and as soon as it is shipped, we will follow up with you with the tracking number.

  Thank you for your patience and have a good day.

  Kind Regards,

  Alena 

  Customer Support Manager

• Initial Complaint

  09/18/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I having been trying to reach out to the company for support with a faulty device since purchase (June 2024). We have a two camera baby monitor and only one camera works despite trying all troubleshooting suggested by the company. They do not have a replacement available and refuse to replace with even a cheaper model that functions. This is a huge safety concern as baby transitions from sleep in our room to the nursery for naps. The company has not offered any sort of replacement nor given us a date we may expect to get our warranty replacement. The devices are in stock and available to ship from the US website yet they refuse to send one to ******.

  Business response

  09/19/2024

  Hello,

  We apologise for the delay in sending the replacement. Unfortunately, we were out of stock in ****** for this camera model that is why there was a delay in sending the replacement. We are working hard to get the stock as soon as possible and we will ship the customer the replacement as a priority as soon as we have the stock.

  We apologise for this inconvenience.

   

  Kind Regards,

  ***** *.

  HubbleConnected Customer Support Manager

  Customer response

  09/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have been waiting since early June 2024 (4 months!) and this is a baby SAFETY PRODUCT. This is NOT a reasonable time frame for resolution. 
  
  Regards,
  
  ****** ***********
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two Hubble Cameras in 2016 with FREE streamingwhich would mean FREE FOREVER, not free until they try to scam everyone and try to make them suddenly pay for streaming. As with other apps, if you suddenly decide to require a subscription or payment for streaming, that needs to have a starting point going forward for new and future customers, and should not apply to or be allowed to be charged to prior customers who need to be grandfathered in to continue to use their FREE services. If you could please tell me how to re-I purchased my Hubble Cameras in 2016 with FREE streamingwhich would mean FREE FOREVER, not free until you scam everyone and try to make them suddenly pay for streaming. As with other apps, if you suddenly decide to require a subscription or payment for streaming, that has a starting point for new and future customers, prior customers need to be grandfathered in to continue to use their FREE services. I use these monitors for safety reasons with children and suddenly one day I opened app to find out I cannot access them unless I pay. This seems illegal and Id like this rectified so that I can continue using my cameras as I always have for the past 9 years, without feesas they were advertised and sold to me.

  Business response

  09/06/2024

  **************************identifyelement="381" style="caret-color: rgb(24, 50, 71); color: rgb(24, 50, 71); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif;">
  Thanks for reaching out to us and we will surely explain.
   
  Yes, indeed it was a free live streaming service on the mobile phone for last several years and we have been seamlessly providing it.
   
  I would like to provide some context behind this decision. It has become extremely challenging in todays macro-economic environment to sustain and keep the same service of quality. 
   
  Companies takes such steps as last resort and always try to come up for the proposal for a win-win situation on both customer and business sides. This is not an easy step or decision for us to take. Our goal is to continue delivering a high-quality streaming experience for our users, and this change allows us to invest in enhancing our service and bringing you more value. We understand that any shift in pricing can be challenging, and we want to assure you that we have carefully considered the impact on our users. In light of this, we are offering just a one-time payment to ease the transition for our valued users like yourself. If we get support of our loyal users in these tough times, we have no doubt that we can assure the lifelong access as long as the camera hardware is working.
   
  Hope you can understand why we may have to take such decision. If we are not able to sustain these tough difficult times, then its a big problem already.
   
  Hubble is all about security, privacy, and peace of mind. We would not like you to switch any other brand because many brands out there which looks lucrative cut corners and are getting hacked.
   
  *******************************************************************************************************************************************************************
   
  Thanks for being our loyal user and please let us know if you need any more clarifications.

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our hubble baby monitor for about $170 before the arrival of our little one. When first using the camera it was in the same room as our router. We had no connectivity issues through the app or monitor. When he got moved to his own room across the hall it all crashed. We have had nothing but issues with it saying it is not connected daily. We have tried resetting it multiple times to no avail. My husband pays for the premium membership and that does nothing. I reached out March 31st 2024 to the only email they have listed on their site and through the app. I recieved no correspondence back. I today decided to pursue more answers by going to their ******** page where it is filled with hundreds of others going through my same issue of not recieving any response or support when reaching out. This is a terribly disgusting practice. Further detail on the monitor I know it is not my internet, we just recently switched fo a faster fiber optic provider and it has been providing an insane speed throughout the entire house. I believe I have a defective monitor and just want them to make it right by either offering support to their paying customers or by offering an exchange for a non-defective set.

  Business response

  08/29/2024

  Dear ********,

  Thank you for reaching out to HubbleConnected customer support. We apologise that we did not reply before as it seems your messaged was filtered and did not arrive into our customer support Inbox. 

  We have received your follow up email that you sent on Aug 25 and we have replied to you already today. Please check your Inbox and provide the necessary information and our support team will be happy to assist you further.

  Thank you and have a good day.

  Kind Regards,

  HubbleConnected Customer Support 

   

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased the Hubble Connected Nursery Pal Premium Smart Connected, Wi-fi enabled product from Amazon on my wife's account, ************************* to monitor our newborn October 25, 2023. Our newborn arrived a few weeks ago and we opened the product for the first time. After spending a few hours attempting to pair the provided devices per the instructions, the devices would not pair. I sent an email to Hubble Connected support email as that is the only way to contact them. After a few exchanges, Hubble Connected support representative, Anoop, stated they would send me a new monitor due to my issue being a hardware problem. I provided Hubble Connected with all of the requested information for a warranty claim. Now, Hubble Connected support, Anoop, is telling me to send a video of the malfunctioning unit to further assist me. I have submitted the requested information for the warranty and now it appears he wants to try something else. I have read and followed all provided troubleshooting instructions. Response time from the company is 2-3 days.This is our second product from Hubble Connected. The sole reason we purchased a second was the capability of pairing the two devices together. Our first product with Hubble Connected was a bad experience as well and now I'm fully regretting purchasing the second product. I have to have a monitor.I would like a refund of the product if I may or I will accept a working product. Thank you for your time and consideration.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contacted Hubble 11/18/23 via claim number ******. Hubble agreed to provide us with a new monitor to replace the one we have the wouldnt connect to the internet (we provide them video evidence and all of the necessary information they requested.) We were provided a sales order number SO-****** on Dec 11th. The monitor has never showed up at our home. Feb 17th we contacted for a time frame with no response, we have had no luck getting in contact with them in regards to the monitor we were promised.

  Business response

  05/24/2024

  Hello ,

  Please contact at ****************************************** and we will address your issue asap.

  Our support team have gone through a complete overhaul and due to unfortunate instances case history for many customers have been lost.

  We assure the problem will be resolved at the earliest.

  Best Regards,

  Hubble Customer Support

  Customer response

  05/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  We have already jumped through the hoops sending videos of the monitor not working and had confirmation that a new monitor would be sent and yet it wasnt.  Now we have to do it all over again.  I dont feel we should have to go through the hoops again when we have the email communications stating they acknowledged the broken monitor and would send a replacement but failed to do so.  How do we know it wont be missed again.  
  
  Regards,
  
  Cheyenne Long
  

  Customer response

  06/18/2024

  Hubble has sent a replacement monitor screen and one camera.  We have two cameras with the original one we purchased.  We arent sure why a camera was sent along with the monitor screen, but did receive a replacement 

   

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the cloud twin baby monitor about 7 months ago. The one camera quit working. I have reached out to the company twice with a month in between and never got a response.

  Business response

  05/27/2024

  Dear Customer,

  Sincere apology from our side to see the emails getting un-noticed by our customer support team. As a company we have been in to very tough challenges for the transition to build a better customer support team which has led to situations out of control in the past. Situation is improving each day for us, and we need support of our loyal customers like you.

  We request you to please send an email to ****************************************** referencing this complaint and we will help for the resolution at the earliest. The product SKU you are having is out of stock so we can repair the cameras at our service center. We can issue a shipping label for you to ship these cameras back to us and we will fix and send back to you asap. In case you are not happy with this resolution, we will consider shipping alternate SKU. Please send us an email at ******************************************

  As a general courtesy for the trouble caused by us, we will apply the Free Hubble Club Premium subscription plan for 1 year on your account. 

  Best Regards,

  *********************

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a nursery monitor from this business while I was pregnant. When my due date got closer, I tried connecting the camera. I was unable to pair the camera to the monitor or even get it to turn on. I reached out to the company and they asked for proof of purchase and for a photo of the camera. I provided this information and never heard back from them. I followed up with another email and still have not received anything. The last email I sent was March 7, 2024.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a baby monitor in May 2023 for monitoring my July 2023 baby. The monitor stopped working at the end of November. I contacted Hubble support through email December 10th, 2023. After several emails back and fourth, and sending in my receipts along with video proof of myself trouble shooting (following their emailed instructions) they approved me for a warranty replacement (Dec 23rd). A rep stated they are out of stock of my model but would be expecting replenishment soon. As of Jan 22, 2024, after asking for an update, the rep stated upper management was working on a solution. Since January 22nd, I have sent 4 more email requests for an update on their solution options. I have requested to either be upgraded to a different model so I can properly keep an eye on my infant, or to be refunded the money if they are not willing to honor their warranty. All emails have gone without unanswered. I no longer will accept a replacement as I have been ignored as a customer with a legitimate claim.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Received a pair of baby monitor cameras as a baby shower gift in June ******************************** July. Set up in November 2023 and one of the cameras did not work. Approx 1 month of trouble shooting, I contacted customer support. Initially customer support was dismissive, arguing I must be doing the reset wrong. They demanded a 5 minute video of the reset process and various troubleshooting attempts, which I provided. They did admit that it was defective hardware and said they'd send a replacement. That was December 21, 2023. I contacted them a number of times to check on the status. February 6, 2024 they said the shipment has been delayed and they don't have any available stock at the moment - despite the fact that it was not only in stock, but marked down for clearance on their website at that time. I've emailed them 5 times since February 6, approximately once every 10 days, and all emails have gone unanswered. In total I've emailed them 16 times in 20 weeks since beginning this process and it remains unresolved, despite their admission that the hardware is defective and the product is within the 1 year warranty period. It is clear they do not intend to honor the warranty and likely have never intended to honor it from the start.

*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. ↩