Business Profile

Health and Medical Products

Cooper Companies, Inc.

This business is NOT BBB Accredited.

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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:08/26/2024
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 received an invoice in my email on 8/21/2024 for $4200 for testing done 12/9/2020 almost 4 years ago. When I asked the company why I was receiving the invoice almost 4 years after the date of service they said it was previously denied by my insurance but they never billed it out to me they said it was found on audit. However, they offered no proof my insurance denied it as they had previously paid for the same testing in August of 2020 and I no longer carry that insurance so I cannot verify if it was sent to them at all. I believe they neglected to ever send it to my insurance. I believe this is 1) a violation of Massachusetts law that they cannot bill out a new invoice more than 18 months after the date of service 2) a violation of the new surprise medical *************** passed in 2022 and 3) likely a result of inappropriate accounting and due to the above three reasons should not be paid
Business Response
Date: 08/26/2024
Hi ****, I am sorry to hear about the issues you are having. This complaint was received by CooperVision, so you will need to contact CooperSurgical. I have also sent your information over to them. Thank you.

**********************************************; ********************************************
Customer Answer
Date: 08/26/2024

Complaint: 22196048

I am rejecting this response because:
I am waiting to hear from coopersurgical and this case is still open

Sincerely,

*******************
Business Response
Date: 08/27/2024
Thank you for your response back. Unfortunately, there is nothing that we can do to assist you here at CooperVision. I sent your information and complaint to CooperSurgical. Please feel free to also email them directly. Thank you.
Customer Answer
Date: 08/27/2024
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:08/10/2024
Type:Sales and Advertising 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 my 1 year supply of contacts and I'm currently on my last 2 boxes and one box was short of contacts. I'm missing 3 contacts for my right eye and I'm currently on my last contact for that eye. I contacted coopervision and informed them of the issue and they had no problem with sending me replacements but need approval from my eye doctor. The problem is my eye doctor appears to be temporarily closed and coopervision has tried to contact them however there is no answer. Which that is not my fault. I paid about $300 after my insurance benefits, and since i'm still within the year I am not eligible for new benefits yet and think its injustice to pay out of pocket for a new prescription and new contacts elsewhere.
Business Response
Date: 08/12/2024
Hello, we apologize for this inconvenience, but we do need *** approval as we need to ensure that is where you purchased your lenses through. We did make another attempt to contact the *** but could not do so. We reached out to the Sales Rep and he and the ** Manager at CooperVision approved to send you some lenses. You should be hearing from someone soon.
Customer Answer
Date: 08/16/2024
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:08/05/2024
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.
7/12/24 Second set of contacts delivered since first order was damaged. Started filling out for $200 rebate on phone. Paid $864.96 and $60 for exam.Took a break, after uploading something was wrong. Tried next day. Tried again something was wrong, can't complete. Invalid code. Called customer service, 45 min hold, my phone doesn't work for rebate. So now I need a different phone?What? I don't have a computer. Mail it in? So you loose it or claim you never received it?Email, no response. This company is not accredited. I just want my rebate and my daughter wanted to see. This is awful.
Business Response
Date: 08/07/2024
Hello, we are sorry that you are having issues with your rebate. We have shared your information with 360 and they will be entering your rebate in. We will also be emailing you. Thank you.
Customer Answer
Date: 08/07/2024
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:07/20/2024
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.
After an eye exam at my optometrist I inquired about purchasing RayBan daily contacts. I was told that there was a rebate for a years supply. I spent over $500 on contacts and was told once I received them I could fill out a form and receive a $220 rebate, which would come in the form of a **** gift card. I filled out the online form, which took a long time. Then in the last step I was told my purchase did not qualify for a rebate. It does. I have the form. When I called Cooper Vision I got a message that said they are aware of a problem with their online rebate form. I am a working mother of two young kids. I cant continually check on this company and if the rebate form is back up again. Ive called every day and Ive gotten the same message. After 60 days, I wont be eligible for the rebate. I am worried that this is a scam.
Business Response
Date: 07/22/2024
Hello,
We couldn't find a rebate submitted in your name. We are reaching out to you to get further information. Thank you.
Business Response
Date: 07/22/2024
Hello,
We couldn't find a rebate submitted in your name. We are reaching out to you to get further information. Thank you.
Initial Complaint
Date:06/07/2024
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 submitted a rebate claim for a $218 contact lens purchase this year. The rebate was for $100 and submitted on May 4, 2024. At the time of submitting the reimbursement claim, the online form asked if I would like to donate a portion of the reimbursement to a charity fund, which I answered no, as I needed my $100, so I definitely responded no to this question. After reaching out several times to their customer service center, **************, and learning of the status of my claim, I was given various responses on status as the claim progressed, until finally being told It was approved and to wait 5 days until the reimbursement would hit my email. Today, 6/7/24, when I happened to look again in my email and seeing nothing was there, anywhere, I contacted customer service, who advised me that my rebate was donated. WTH? So, of course, at this point I'm absolutely livid and feel completely bamboozled and scammed. I never opted to donate my reimbursement so clearly, they have the capability to alter a claim in their system, which is horribly dishonest. The customer service rep was extremely dismissive and refused to let me speak with a manager about these concerns. It goes without saying, I WILL NEVER PURCHASE CONTACTS FROM THIS BRAND EVER AGAIN!! EXTREMELY SCANDALOUS COMPANY!
Business Response
Date: 06/10/2024
Hello, we apologize for the confusion. There is an option to choose to have your refund donated. We did find your refund, and it will be re-processed today and sent to you. The amount we see though is $60, not $100. If you have any other questions, please reach out to CooperVision directly, ************. Thank you.
Initial Complaint
Date:06/06/2024
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.
CopperVision provides rebates for certain of its products. I completed the form, submitted all required paperwork. My claim was denied because there were two different addresses on my proof of visit documentation; one for the clinic location and one for another affiliated entity. Even though I purchased the correct product and amount and even though I showed I paid for that product, they denied my claim without notice or opportunity to cure. When I called for an explanation, I was told that even though the documentation contained all of the correct information I was supposed to use the second address and it was now too late and I couldnt resubmit or correct my claim.
Business Response
Date: 06/07/2024
Hello ***, we are working with our third-party vendor, 360, to get this approved for you. If you have any further questions, please call us directly at ************. Thank you.
Customer Answer
Date: 06/12/2024
Hi ***,

I wanted to let you know that this complaint may be closed; its been resolved by CooperVision.

Thank you,
***
Initial Complaint
Date:06/05/2024
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.
This company has some sort of rebate scam going on. They make you pay full price for their contact lenses and then promise to give a rebate. In my case, it was $60. The issue is they have it structured in a way for the customer to forget and not be able to claim it. I've got my contact lenses in July. I paid for them and waited for an email to come for me to claim the rebate. The email never came. I went to their website where I put in a lot of information. This process is designed to waste the customer's time as much as possible. They said that I'd receive an email to finally claim the rebate. The email never came in. I finally remembered yesterday June 4th because I needed to schedule my yearly eye exam. I went to the website only for me to realize that they issued the payment in their own version of a gift card that is not easily transferrable, and my expiration date has passed. I called customer service. They did not want to extend the expiration dates. I had to go back and forth with them but now I still have to allow 2-5 business days for me to be able to get my money back. I need the Better Business Bureau to please investigate this.
Business Response
Date: 06/07/2024
Hello *******, I apologize the experience you are having with our third-party vendor, 360. We are not able to locate a refund using your name and contact information. We also reached out to you to obtain more information to assist you with this matter. Could you please call CooperVision directly so we can assist you with this matter? ************. Thank you.
Initial Complaint
Date:06/03/2024
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.
CooperVision Rebates NWCV-1HF24 National New Wearer Rebate Option 1 Rebate reference # U4KQPNYSP4 I was scammed under a bait and switch. I paid and met all of the conditions for contact lenses from CooperVision, and based off their flyer (and fine print and terms and conditions at the time of submission) I should have been due up to a $200 rebate for ordering a year supply of MyDay Dailies or my final total of $190. I was informed by my eye care provider and reviewed the CooperVision document and terms and agreed I qualified for the rebate.I submitted my rebate information with all the required documentation required by CooperVision on February 5, 2024 and did not receive any email after the initial confirmation. Since it was indicated it could take more than 6 weeks for approval and rebates to be sent out, I went about my business.Recently not hearing anything I checked my status and saw my rebate was denied. This was surprise because I met all requirements, submitted all documentation and was informed by my eye care professional I qualified.When I called, the bait and switch revealed itself. There are additional terms for denial that weren't shared with me throughout the process. They said I didn't spend enough to qualify for the rebate, where the overall total amount was not designated within the submission paperwork. This seems like an attempt to deny any claim they can for people who buy with the rebate as incentive.This is not is what presented at the time of purchase as incentive to buy the CooperVision brand only to find out months later that the rug has been pulled out.BUYER BEWARE - REBATE SCAM!
Business Response
Date: 06/05/2024
Hello *******, we apologize that your rebate experience was not what you were expecting with our third-party vendor, 360. Typically, you would not receive more in a rebate than what you paid for a product. We were able to get a one-time exception to pay the full $200.00 to you. If you have any further questions, please feel free to reach out to CooperVision directly, ************. Thank you.
Customer Answer
Date: 06/05/2024
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:04/25/2024
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.
This company does not answer their phone, return calls, answer messages, or emails promptly, if at all. As their business regards medical supplies, communication is critical. They also do not provide invoices when requested and will not provide any additional information/line items in their payment portal. They expect you to pay a determined amount with no evidence, and when a line item receipt/invoice is requested they cannot/will not provide.
Business Response
Date: 04/26/2024
Hello ******,
I am sorry to hear you are having issues getting invoices. Have you called CooperVision **************** directly to get these? We can assist you right away with getting you your invoices, ************. If this is not meant for CooperVision, please let us know, we will point you in the right direction.
Thank you.
Initial Complaint
Date:04/09/2024
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 CooperVision contact lenses for $1,184 on May 2023 and submitted for $200.00 rebate through Cooper Vision. I received a virtual debit card for $200 and have not used any of the balance on the card. On April 9, 2024 I noticed that the virtual debit card expired Jan 31, 2024 which only gave me 6 months to use it. According to the Credit Card Act, expiration date should not be less than 5 years even though the virtual card issued to me expired within 6 months. I was not able to use this card and tried to contact CooperVision multiple times and received no assistance with receiving a new replaced card for the balance of $200.
Business Response
Date: 04/10/2024
We aplogize for the issues you were having with your rebate card, and any issues you may have had working with the vendor. We have reissued your card and have contacted you to provide you this update. Please do not hesitant to contact CooperVision ************* directly with any other issues at **************. Thank you.

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