Complaints

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

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  Cooper Companies, Inc.

  6101 Bollinger Canyon Rd. Suite 500 San Ramon, CA 94583

• 

  CooperVision Inc

  370 Woodcliff Dr Ste 200 Fairport, NY 14450

• 

  CooperVision Inc

  209 High Point Dr Ste 100 Victor, NY 14564

• 

  Cooper Companies, Inc.

  95 Corporate Dr Trumbull, CT 06611

• 

  CooperVision Inc

  200 Willowbrook Office Park Fairport, NY 14450

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:01/17/2025

  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 the required contact lenses because of the $200 rebate offered. I submitted documents and was told I needed to upload other documents; which I did. My claim was denied and I never received an email or explanation as to why. I have been trying to rectify this situation since July 2024. I am very dissatisfied as I followed all the rules and I would not have purchased these contacts if there was no rebate. This is quite a bit of money and I have always been able to claim my rebate with other similar companies (like Alcon) with no issue. I feel this is a scam. They shouldn't offer a rebate if they will not honor it.

  Business Response

  Date: 01/21/2025

  Hello ****,

  We apologize for any inconvenience that this has caused you. We see that you purchased 4 boxes of MyDay as a new wearer.  The new wearer rebate is 4 Boxes of Clarity not MyDay. You would need to purchase 8 boxes of MyDay lenses. You should receive an email from ************* with the rebate form showing what is covered. Please reach out with any questions.

  Thank you.

• Initial Complaint

  Date:01/15/2025

  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.

  I purchased a one year supply of contacts from my eye doctor, ****************** on August 29, 2024. Cooper vision has a promotion for a $100 rebate card for a qualifying purchase. The purchase price of the contacts has to be at least $100. After insurance and discounts I paid $353 per eye via care credit. This is shown on my invoice that they require as a supporting document. I know it usually takes awhile to receive the card (I do this every year when purchasing my contacts) but it seemed like it had been too long so I checked the status and it said it had been declined on September 25. I reached out to them and they said it was declined because I didn't meet the $100 minimum purchase price. I've never been declined in previous years. UDMFWGM6ZS is the reference number for the promotion claim.

  Business Response

  Date: 01/16/2025

  Hello *****,

  We are sorry for any inconvenience this may have caused. We have worked with our third-party vendor and the rebate will be processed. Someone will be reaching out to make you aware. Please do not hesitate to reach out if you need anything else.

  Thank you.

• Initial Complaint

  Date:01/12/2025

  Type:Product 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.

  My eye doctor's office of nearly 6 years recommended we purchase a year's supply of CooperVision brand of contact lenses for my daughter. We don't normally purchase a large quantity like this at one time as it's a lot of money out of pocket. I usually try to wait for my HSA to catch up, but they said the savings with the rebate is well worth it, so we did. I followed exact instructions, timely and with proper documentation, which requires you receive and prove you have the contact lenses before submitting the rebate. Today CooperVision denied the $200 rebate with no explanation other than: Upon review, the rebate information entered and documents provided do not meet the promotion requirements.

  Business Response

  Date: 01/13/2025

  Hello ********,

  This was denied by our third-party vendor because you submitted a refund request for a lens that does not belong to CooperVision. Please work with your ******** Provider to ensure you are submitting a rebate request to the correct company.

  Thank you.

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:
  
  I unfortunately was mistakenly informed by the provider of the wrong company to submit the rebate to.  I don't know if BBB intervened as the first company provided no explanation for denial, but after submitting this complaint I have received and reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:01/07/2025

  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 purchase contacts through a local eye care professional office in ****, **. After reviewing pricing they recommended I go with CooperVision largely due to the rebate program. After receiving the paid invoice, contact boxes, and rebate form I submitted everything to CooperVision via their online portal. I shortly thereafter received feedback that my address wasn't listed on the invoice. This was corrected and resubmitted. They then returned back and claimed they looked into it further and it wasn't accepted. I've wasted a ton of time running through hoops when it would be nearly impossible to fraudulently submit boxes (with CooperVision UPCs), that line up with the order sent from my eye care professional, lining up with the rebate form, and the correct invoice payment verification. The person I worked with from CooperVision was dismissive, uncaring, unprofessional, and didn't respect my time or the situation. This is a solid company who unfortunately has decided there is money to be made in creating a rebate program where the consumer has to jump through unnecessary hoops. To openly be willing to lose loyal customers just so you can gain some on the backend by offering rebates you make it incredibly difficult to pay out is an extremely odd and aggravating move.

  Business Response

  Date: 01/09/2025

  Hello ****,

  We have been in touch with your doctor to confirm how much you paid for the lenses, and we are working with our third-party vendor, 360 about your rebate. They are still looking into this, and we will be in touch about this situation.

  Thank you.

• Initial Complaint

  Date:12/24/2024

  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.

  Cooper Vision denied my claim for a $250 credit on eligible contacts lenses product I ordered from an eligible provider in ******. No explanation given except that it does not meet program requirements which is not helping.

  Business Response

  Date: 12/24/2024

  Hello *****,

  Someone from the Canadian team will be in touch with you regarding your issue. We apologize for any inconvenience.

  Thank you.

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22726872
  
  I am rejecting this response because:

  - Still no return.

  - Code rejected because I ordered  Clariti 1 Day 3 Add, and the form for the required code was for : "Clariti 1 day". Clearly an abuse of language or a technicallity, false advertisment  - even my eye care provider was not aware.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 01/02/2025

  Hello,

  We are looking into this further and are going to approve this refund. Please be patient with us as we work with our third-party vendor to get this approved.

  Thank you,

  *****

  Customer Answer

  Date: 02/05/2025

  You can close this case. I received yesterday my prepaid Cooper Vision credit card in the mail, which was the all point. 

  Thank you for your follow up. 

  Have a great day. 

• Initial Complaint

  Date:11/18/2024

  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.

  Cooper Vision issued a prepaid gift card with an expiration date of six months. I did not realize it expired and they are unwilling to re-issue a card for the $150. I'm owed.

  Business Response

  Date: 11/20/2024

  Hi *****, 
  Our rebate team has reissued the rebate card for the $150. You should receive this reissued rebate card in 4-6 weeks. 
  
  Thank you

• Initial Complaint

  Date:10/17/2024

  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.

  After years of working remote due to the pandemic, my eyesight has extremely diminished. Because I still wear a face mask when flying, I decided to try contacts to prevent needing to wear my glasses because they fog up. I initially only wanted to try a month supply, but because of the rebate I decided to order a year supply. Immediately after my appointment, I diligently completed the rebate form, labeled and included the proper documentation. I am aware that these processes take some time, and recently while I was clearing out old emails, I came across the Rebate Submission Confirmation and realized that I had not followed up or received the rebate. I checked the claim status and was shocked to find that I had been denied - with no clear reason other than "claim did not meet the promotional requirements" When I called to inquire, I was told that did not meet the eligibility but was not provided any reason why? This is such a disappointment and professionally misleading, [particularly because it only states "Once your claim has been approved, you will receive an email" so you must inquire to be informed that you have been declined are then outside the timeframes to be eligible to resubmit a rebate. In my opinion, this is false advertisement and extremely egregious - IF YOU DO NOT WANT TO PAY THE REBATES, THEN DONT HAVE THE OFFER JUST TO SECURE THE SALE.I am in fintech sales and am disgusted with situations like this. I absolutely hate these lenses and am now stuck with them for another 7 months. My spouse is an underpaid educator that hasn't received a pay raise since 2020, and these details are important considerations when making purchase decisions. BE AWARE OF THE DISHONEST AND UNETHICAL business gimmicks.

  Business Response

  Date: 10/22/2024

  Hello ********,

  The lenses that were purchased are not eligible for a rebate. Someone from the team will be reaching out to you to discuss this.

  Thank you.

• Initial Complaint

  Date:10/15/2024

  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.

  On 5/18/2024 I purchased 8 boxes of contacts for $410.00. There was a $200.00 rebate on the contacts. I uploaded required documents by 7/16/2024. They asked for additional photos of the boxes. I had already submitted prescription, receipts and photos of boxes, but provided additional photos as requested. They are now refusing the claim and stating the promotion has expired. They deny receiving the additional photos although I saw a confirmation when I submitted them. Cooper Vision rebates are clearly a scam.

  Business Response

  Date: 10/17/2024

  Hello ****, someone from our ************* Team will be reaching out to you to assist you with your refund with our third-party vendor, 360. Thank you.

• Initial Complaint

  Date:09/24/2024

  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 purchased contacts for $447.94 and was provided paperwork for a $100 coopervision rebate - reference # UGNGFHLW2H. I submitted it on 8/28/24 and it was declined because I failed to provide all if the proper documentation. I reached out and was able to provide the requested documents, so it was resubmitted and I was given a new reference # MSPDKXXLYD. To my surprise, it was declined again. I reached out and was told it was because I already submitted a rebate within the last year and it can only be once a year. I explained I haven't submitted a rebate since 7/19/2022 and that was for my daughter, so I asked for more details. They sent me a snippet of a receipt for a completely different ****** ******** and I was told they can "investigate." I explained that it wasn't me, wasn't a doctor I've ever been to or even remotely close to where I live. I have gotten no reply, so I've decided to reach out to you since this is false advertisement. At the end of the day it's $100 and not really worth my time going back and forth, but it's the principle of it. If they don't want to issue rebates then why advertise?

  Business Response

  Date: 09/25/2024

  We apologize for the inconvenience that this has caused you. Our third-party vendor, 360 rectified this issue yesterday. You should receive your rebate in 4-6 weeks. Thank you.

  Customer Answer

  Date: 09/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:09/09/2024

  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 purchased a one-year supply of contact lenses that my doctor said had a $250 rebate. The contacts were purchased on 5/20/24, for $792. I submitted the rebate on 6/17/24 with the required documentation and learned it was denied on 9/9/24. When I contacted them to find out why, they said it was because it was the wrong product. My doctor suggested the contacts I bought and gave the forms because he thought the rebate was on the Pearle Vision/CooperVision brand of daily contact lenses. However, it turns out that they have two kinds, and only allow the rebate for one of them. I could not find the product they said theyll apply it to in an internet search looking for pearle vision or CooperVision daily contacts only produces the ones my doctor sold me (MyDay, by CooperVision). **************** insisted that my doctor must have made a mistake, and directed me to my doctor (at an office that is permanently closed, and a doctor *** left Pearle Vision), to see if another rebate might apply. They insisted that CooperVision has no capability to determine whether such a rebate exists, despite the fact that CooperVision would be responsible for processing the rebate claim they were directing me to seek from my doctor. I also asked for information about what the doctors were told about the rebates, since they were so insistent the the doctor made a mistake in giving me those forms and selling me that product, but they refused to provide any information about that. I suspect the doctors are given intentionally misleading info as well that the rebate applies to the contacts that CooperVision promotes and advertises, rather than a product which I suspect the doctors aren't aware exists. I am looking to have my $250 rebate honored. I have attached the rebate form, the other documentation submitted with the rebate, screenshots showing what you find when searching for their contacts, and a photo of what was sold to me.

  Business Response

  Date: 09/10/2024

  Hello ********,

  We are sorry to hear about the experience you had with our third-party vendor, 360. We have reached out to them to get your refund approved, and it was. You should be receiving an email about it shortly. Please do not hesitate to reach out to us directly at ************ with any questions.

  Thank you,

  Consumer Care