Business Profile

Health and Medical Products

Cooper Companies, Inc.

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Complaints

This profile includes complaints for Cooper Companies, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

52 total complaints in the last 3 years.
24 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:06/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was given a rebate number of 3CLD-1H25 from the ********************* and told as long as they are purchased and submitted between Jan 1, 2025 and June 30, 2025 - the *** said that these contact were specifically covered, for a rebate of $50 per purchase. I purchased an ENTIRE years of contacts, (4) seperate purchases. Therefore I should be rebated back (4)*(5) = $200. The ******* did not have any rebate voucher just the code provided by the Cooper Representative. I tried to submit the rebates on the Cooper online portal and was rejected. I tried to call Cooper Vision and was told that I did not submit the rebate soon enough. I submitted my rebate when I was able, and within the window that I was given . between Jan 1 and June 30th. I did not have any other informtion available to me to comply with. I just want my $200 dollars worth of rebates - or I want to return the boxes for a refund. They are way to expense for me, and the only reason I purchased them was because of the rebates. I am a senior citizen and do not have this luxury of expense.
Business Response
Date: 06/26/2025
Hello Pamela,
We are sorry to hear about this issue and any inconvenience this has caused you. One of our representatives has been in touch with you as we work through this issue. Please let us know if you have any other questions or concerns. Thank you.
Initial Complaint
Date:06/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have long been a loyal customer of ******************** contact lens products and have participated in their Rebate program annually for many years. On May 1, 2025, I submitted all the required documents to receive my $100 rebate. I received an email confirmation that my rebate documents had been received, and that it would take 6-8 weeks to process. A website link was also provided so I could check my rebate status. On May 29, 2025, I followed that link to check my status and was shocked to see my rebate claim was marked "DENIED". There was no explanation as to why, so I called the phone number provided, ************. When communication was a challenge, due to foreign accent, I requested to speak with a supervisor. After a long hold, ******* the "supervisor" proceeded to incessantly read the rebate form to me, not providing answers to my questions. I then called another phone number, for CooperVision in ********, which has an option for rebate customer service and spoke with ******. She said she would request a rebate exception to "push it through". She said she would keep me informed and that I should hear from her by email in about one business day. I called again on June 2, 2025, and explained everything again to ******, who said she would have ****** contact me. I then received an email from ******, stating my rebate had been "DENIED" because I did not purchase my contacts from my doctor. My doctor's office stated I would probably get my contacts faster by purchasing direct, so I chose a provider listed on my *************. ****** at CooperVision stated that some doctor offices are not correct when informing patients about where to get their contacts. I have received my rebate in the past when I purchased contacts from a provider other than my doctor, ****** said that never happened. I have provided documented proof that CooperVision paid my rebate in 2021, when I purchased from 1 800-CONTACTS. I am requesting that CooperVision pay my $100 rebate.
Business Response
Date: 06/04/2025
Hello *****,
We apologize for any inconvenience this has caused you, but you have to purchase lenses with the eye care provider that completed the eye exam.
The rebate terms and conditions state: To receive your rebate, you must satisfy each of the rebate requirements and provide the following documentation: (A) an eye exam/lens fitting receipt with patient name; (B) a valid sales receipt for a qualifying contact lens purchase that includes: (i) patient name; (ii) purchase location; (iii) CooperVision contact lens product purchased; (iv) number of boxes purchased; and (v) date of purchase; and (C) a product box end panel (one for each eye). Failure to follow each of these steps is a rejection of this rebate offer. Offer valid only for residents of the ***** *********** and *******************. Offer valid only when contact lenses are purchased from prescribing eye care professional or affiliated location. Offer not valid where prohibited by law and not valid with any other offer or rebates. Rebate not valid in combination with purchase at ***** CONTACTS, Costco or Internet Retailers.
The above statement is on the rebate form. If you have any other questions or concerns, please reach out directly to us. **************.
Thank you.

Customer Answer
Date: 06/04/2025

Complaint: 23409423

I am rejecting this response because: I was not informed I had to obtain my contacts from my eye care provider. This has never been a requirement in previous rebates processed. I moved out of state and my eye care provider stated I did not have to obtain my contacts from them for the rebate. CooperVision declined my rebate and failed to inform me of the declination or the reason why. When I contacted CooperVision, their representative understood and stated they would forward my rebate for an "exception" to pay the rebate. The most recent correspondence I have received from CooperVision about my rebate is an email received yesterday, June 3, 2025, stating they were having my rebate escalated and would contact me with updates. Therefore, I categorically reject this response from the business, and continue to request that my rebate be processed and paid.

Sincerely,

***** ********
Business Response
Date: 06/04/2025
Hello *****,
Unfortunately, there is nothing that we can do. We cannot pay out the refund as you did not purchase the lenses from the ******** Provider that performed the eye exam and all the rebate forms state that now. We apologize for the inconvenience, but this is a rule for rebates and has been for the last couple of years.
Thank you.
Customer Answer
Date: 06/04/2025

Complaint: 23409423

I am rejecting this response because: Per email from CooperVision dated June 3, 2025, CooperVision has stated my rebate case has been escalated and updates are forthcoming, as well as my rebate.

Sincerely,

***** ********
Business Response
Date: 06/05/2025
Hello *****,
We did escalate this, and the rebate will not be approved because you did not purchase lenses from the eye care provider that performed the eye exam. This is on the rebate form.
Thank you.
Customer Answer
Date: 06/05/2025

Complaint: 23409423

I am rejecting this response because: This complaint will remain open until I receive my rebate. It is abundantly clear that CooperVision is utilizing a variety of tactics to avoid paying rebates to a great many customers, as evidenced by the great number of complaints registered. I can only imagine how many honest customers who, in good faith, have submitted their rebates and have NOT been paid their rebates. Customers pay thousands of dollars to get their contacts, and count on getting a minimal amount of that expense back in the form of a rebate. CooperVision's **************** has been rude and dismissive, i.e., non-existent. This does not bode well for CooperVision's reputation. Again, I expect my rebate to be honored.

Sincerely,

***** ********
Initial Complaint
Date:05/29/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company offered a rebate for purchase of contact lenses via a virtual card, and is now refusing me access to the funds and my account because it says the card expired, but there was no way to see the expiry date. I now cant access the card at all
Business Response
Date: 05/30/2025
Hello Ms. ************** apologize for the inconvenience this has caused you. We are currently working with our third-party vendor 360 regarding your rebate, and you should hear from someone soon.
Customer Answer
Date: 05/30/2025

Complaint: 23391074

I am rejecting this response because: the company has not yet resolved the issue, but I will be happy to accept the response once I hear back from the company
Business Response
Date: 06/02/2025
Hello *********, we are still working with our third-party vendor, 360 on your concern of your rebate. Please give us some time to rectify this issue. You will hear from someone soon regarding the status. Thank you.
Customer Answer
Date: 06/04/2025

Complaint: 23391074

Thank you! That is helpful to know and I appreciate your response. Ill be happy to accept the response once I receive the replacement card, which I understand is in the mail
Business Response
Date: 06/05/2025
You are most welcome. Please reach out with any other questions.
Customer Answer
Date: 06/23/2025
You can disregard this note - happy to report I received my replacement card in the mail today!

Thanks,
Lizzy
Initial Complaint
Date:05/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We received a $200 CooperVision rebate debit card in April 2024, which was promptly activated upon arrival. Unfortunately, it was then quickly misplaced. We searched extensively, including calling businesses we had recently visited, but were unable to locate it.This week, while having a new stove delivered, we finally found the cardit had fallen between the stove and the countertops. However, after speaking with three different CooperVision agents, we were informed that the card cannot be reissued because it is now marked as expired November 2024.We would greatly appreciate any assistance the Better Business Bureau can provide in helping us resolve this matter and recover the $200 rebate.Coopervision contact information was ************. With a website of ****************************************. I had also called customer service number ************.Thank you for your time and **************
Business Response
Date: 05/12/2025
Hello ***,
We apologize for any inconvenience this has caused you. We are currently working with our third-party vendor, 360 to see if we can get this approved for you. If you have any questions, you can always call us directly. **************. Thank you.
Initial Complaint
Date:04/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2/12/25, I submitted a claim for a $200 rebate for my contacts. I'm a pretty rehearsed at filing these claims as I have been doing these claims for years with many suppliers & have NEVER had an issue until I got to this supplier.Knowing these claims take a full 6 to 8 weeks to process, I don't bother them & simply wait until their email comes in notifying me the rebate is approved. I'm also pretty busy so I don't have time to stalk their **********, imagine my surprise when I check my claim on 4/10/25 & find that my claim was denied with no explanation on the website. So, I had to stop in the middle of my work ********** to find out what the deal was only to be told that it was denied because they couldn't confirm the validity of the receipt. I asked if they called the phone number on the ************** said "We don't do that." I asked if they emailed me because I didn't see an email. The said "We don't do that." When I asked how was I supposed to know there was a problem, I was told "You should be checking the website regularly." I was told that in order to rectify the situation, I had to have my provider email the receipt. I wish this was in the instructions originally because this would have saved me time in the beginning rather than waste my time uploading a receipt. So, I had my provider email the receipt. Five days later, it was still denied & I called them again & was told that they did not receive the email. Knowing full well the provider did because the provider is a friend of mine that has been my provider for years so I trust them. The provider is sending them the receipt again today. But it is now 4/14/25. I now fear that they are now going to turn around & deny the claim & say the the promo has now expired & they do not have to honor the claim because it is now too late.Please let me know if you need more documentation. My provider knows the situation is happy to help get me any I need to help with my claim.Thank you.
Business Response
Date: 04/22/2025
Hello,
We have worked with our third-party vendor, 360. We have been able to get your rebate approved. You will be receiving an email from a member of our team as well.
Thank you.
Initial Complaint
Date:03/31/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased the required amount of My Day contact lenses on 5/10/24 after having an examination on 4/19/24. I submitted all of the documentation to receive the $200 prepaid debit card. I received notification that the card shipped to me on 6/25/24. Upon receiving the envelope, I opened up the contents and it states, "Pay close attention to the expiration date printed on the front of the card." Well, there is no expiration date on the front of the card, so I thought the card would be valid for sometime. When I went to use the card, it was rejected because on the BACK of the card is an expiration date of 12/24. First, why would you issue a card that needs to be used within 6 months time? That's unheard of. Second, their letter stated there would be an expiration date on the ***** of the card, NOT the back. I didn't even remove the card from the letter until I went to use it, so I had no idea it was expired. According to the website, they are unwilling to re-issue the card. That's $200 I am being robbed of because their letter did not clearly state there was an expiration date on the BACK of the card.
Business Response
Date: 03/31/2025
Hello *******,
We apologize for any inconvenience that this has caused you. We are actively reviewing this with our third-party vendor, 360 and are working with them on this matter.
Customer Answer
Date: 03/31/2025

Complaint: 23137059

I am rejecting this response because: The business is looking into the matter, so it will remain open. My only other option was to say I'm satisfied, which would close the case. Therefore, I have to reject the response, but look forward to further communication from the business.

Sincerely,

******* *********
Business Response
Date: 04/02/2025
We followed up with the vendor, and as a one-time exception we have reissued the patient's expired card; please allow up to 4-6 weeks for the patient to receive a new card in the mail, if not sooner. Moving forward, once their Rewards Card expires, any remaining balance will be void/inaccessible.
Initial Complaint
Date:03/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased one year contacts for my daughter. We were told we could have a $200 rebate as a new contact user to make purchase from ********************. So we did the one year contacts purchase, and submitted the required forms for rebate about 1 month ago. As i just checked the status a couple days ago, we were asked to upload some snapshot of the contacts box panel with my daughters prescription on it. So i just did it. It's so surprise to me the snapshots i uploaded are all gone as i just checked the status ******** the deadline would be passed without meeting the required updates to get the rebate if i didn't have a second check. I need to upload the snapshots of the box panels again. Who would keep tracking this kind of thing? Stop playing this kind of trick if you don't want to honor the rebate.Rebate reference number: U6RRTYPMFG
Business Response
Date: 03/31/2025
Hello Dianbo,
We apologize for any inconvenience this has caused you while working with our third-party vendor, 360. We are currently working with them on your rebate, you should hear from someone soon.
Initial Complaint
Date:03/24/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Unfair Rejection of Rebate Claim Due to Confusing Process.The process to get a rebate claim has been confusing and misleading, and my claim was unfairly declined without any opportunity for correction.I submitted my rebate claim within the required 30-day period and received a confirmation email stating:"The approximate time it takes for us to process and approve a standard rebate claim is approximately 6-8 weeks. If we need additional information, your rebate claim will be placed on hold and an email will be sent to you at the email address provided on the original rebate claim submission."However, I did not receive any follow-up emails requesting additional information or notifying me of an issue. When I proactively checked my rebate status in early March, I discovered that my claim had been declined. Upon reaching out to CooperVision, I was informed that my claim was rejected due to an incorrect brand selectionstating that I had chosen "Pearle Vision Monthly" instead of "Biofinity," which is what my invoice clearly reflects.This is highly frustrating for several reasons:- I submitted my claim within the correct timeline.- The brand selection process on the rebate form is unclear and misleading.- My invoice clearly shows the correct product, and CooperVision could have easily cross-verified and corrected the claim rather than rejecting it outright.- Since I was not informed of the issue in a timely manner, I am now being told that my rebate offer has expireddespite having followed the required steps.This process is neither fair nor customer-friendly. I request that my rebate be reconsidered, as the rejection was due to a technicality rather than an actual failure to meet the terms.
Business Response
Date: 03/26/2025
We are terribly sorry for the delay and inconvenience this initial rebate claim cancellation has caused. Working together with our rebate partner (which is handling that portion of the CooperVision site on rebates), we have reconsidered the claim and it was reentered and approved with a new reference number 68342990. The patient should receive the payment in 10 to 15 business days - we were just informed. Our partner, ************, is also informing the patient on this decision.
As per notes on the original file UFTZGTNKJL, our partner was indeed correct in the non-matching information on the documents provided by the eye doctor's office (displaying the national brand name "Biofinity toric) versus the promo code used for the private label name "Pearl ****** monthly toric". The fact is: both brand names refer to the same contact lens we, as a company, manufacture - there is no difference, except the name brand (national versus private label). Unfortunately, the reasons for the initial rejection were not brought to our attention sooner, as we could have easily corrected any incongruity with regards to the two different brand names used for exactly the same product.
We apologize profoundly for this misunderstanding. The claim is absolutely eligible for the rebate; therefore, we worked in conjunction with our counterparts at the rebate center and a positive resolution has been found.
Our consumer care division is here to help - at ***** -COOPER **************), weekdays till 5 PM EST.
We would love to continue to have this patient in one of the CooperVision contacts and we would be happy to assist if any other issues arise.
********* P
Consumer Care Specialist
Initial Complaint
Date:03/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I chose this contact lens provider because of the rebate which was declined without stating any reason why. To the best I can tell, I submitted all information requested in a timely fashion to receive appropriate reimbursement. There is no customer service support available on the website and in general this marketing tactic to deny claims is very shady. I'm diisappointed that Coopervision appears to be intentionally deceiving people with "rebates" that get people to buy into their product which are subsequently denied without cause.
Business Response
Date: 03/18/2025
Hello *******,
We apologize for any inconvenience you have experienced using our third-party vendor, 360 for your rebate. We pulled up your rebate information, and it was denied because there was information missing - invoice cut-off, dealer information cut-off and missing eye exam. You should have received an email explaining this. One of our specialists will be reaching out to you about this rebate to assist you.
Thank you.
Initial Complaint
Date:03/11/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought contact lenses through my optometrist last March and promptly submitted paperwork through their portal. I received an email that said "Our team is currently processing your claim. No action is required from you at this time". no further communication. I asked this year why I never got my rebate and they then said it was not paid due to the wrong Rebate code. I was not informed of this. but despite now being provided the correct rebate code, they refuse to process because it is too late. however I submitted the original application and receipts in a timely manner
Business Response
Date: 03/12/2025
Hello ****, we apologize for any inconvenience this has caused you while working with our third-party vendor, 360. We are currently working with them on your rebate, and you should hear from someone soon.

Customer Answer
Date: 03/13/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Customer service
*** ****** reached out by phone and email. she was very courteous and worked to get my rebate issued in a very timely manner. I am very satisfied with the response.
i would recommend they change their policy to notify customers if incomplete/incorrect info is submitted so that it can be corrected in a timely manner.
Sincerely,

**** ****

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Cooper Companies, Inc. is NOT a BBB Accredited Business.