Baby Accessories
Hubble Connected LtdThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
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 LongCustomer 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
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
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
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
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.Initial Complaint
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a baby monitor from this company, it broke within 1.5 years. I've tried to contact their customer service for assistance for MONTHS with zero response.Business response
04/18/2024
Hello Team,
Thanks for the notification for the customer problem and complaint. We will surely help.
As I see in the complaint that the monitor stopped working within 1.5 years and would like to state that all Hubble products come with a replacement warranty within period of one year. I can't deny on the fact that the customer must have tried to reach many times to our customer support service and have got no response. This might have happened because we as a company are going through restructuring and transition phases where re-building of our customer support service is one of the highest priority action item. This process is already in progress and the support tool implementation would *********** weeks' time to launch it in production.
For helping the customer, we have found her email address in our system and we will contact her today for the best resolution. If the same model is not available, we will issue a replacement with a better upgraded model.
Best Regards,
*********************
Initial Complaint
03/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
-November 2023 -Total invoice was $167.23 CAD -Item was purchased through reseller (Snuggle Bugz) but they defer to the manufacturer to uphold the warranty. -The manufacturer (Hubble Connected) will not respond to email correspondence and the contact us section of their website has been broken for weeks. (Site reports a NetSuite error and the Live Chat option has never had an ***********)-The camera has failed and only presents a black and white blurry image. It is unusable. -The manufacturer has never responded or tried to resolve the problem. I have also tried reach out on their social media platforms with no luck.
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
23 total complaints in the last 3 years.
19 complaints closed in the last 12 months.
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