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:02/23/2024
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.
Went to Vision Works on March 8, 2023. Purchased contact lens for $573.00. Submitted for $200.00 rebate through Cooper Vision. Received ************ debit card for $200.00. Did not use card yet. On February 23, 2024 I discovered the card had an expiration date of 10/23 (6 months after activation). Per the **** credit CARD Act this card should not expired for 5 years from activation, however the card has an expiration date of 10/23 (6 months after issue). The card was not used yet but has expired. After multiple phone calls to Cooper Vision and ************ no one will replace the bank-issued debit card with a new expiration date even though they are violating Federal Law.
Business Response
Date: 02/26/2024
Thank you for reaching out to us ******. We apologize any inconvenience this has caused you, and that 360 was not able to assist you with this issue. They are our third-party vendor that handles our rebates. You will be issued a new rebate card. It will expire within 6 months of receiving it.
Initial Complaint
Date:02/03/2024
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.
********** blue blue shield federal is still awaiting the medical documentation that they requested from my testing on 11/21/23. To date they have not received the required documentation. I have submitted a medical release that cooper can release the documents to Bcbs federal. Also, please send the invoice for the testing from January ****.
Business Response
Date: 02/05/2024
Hello, you sent a message to CooperVision. We did forward your information to CooperSurgical, but here is the phone number for them as well ************. You can also visit their website www.coopersurgical.com and submit a form to contact them. Thank you.
Customer Answer
Date: 02/05/2024

Complaint: 21241701

I am rejecting this response because:
Both companies are under the parent company. I have reached out to cooper surgical and they have not been cooperative in awaiting me with my inquiry. I request assistance from the company
Sincerely,

***************************
Business Response
Date: 02/06/2024
CooperVision cannot handle any issues you are having with CooperSurgical. I understand that we are under one parent company, but you need to work with CooperSurgical. We have shared your information with them as well.
Customer Answer
Date: 02/06/2024

Complaint: 21241701

I am rejecting this response because:
Please provide the corporate contact for cooper surgical. Who was contacted at cooper surgical at the corporate level. Dont want the company to evade responsibility related to my concern.
Sincerely,

***************************
Business Response
Date: 02/06/2024
The corporate phone number for CooperSurgical is ************. Your information was forwarded to **************** in ********************** as you have reached **************** in ********************. You can also go to www.coopersurgical.com to submit a contact us form directly to them. Thank you.
Customer Answer
Date: 02/06/2024

Complaint: 21241701

I am rejecting this response because:
I have contacted the ceo of Cooper via email and letter and also contacted the number you provided and my issue is not resolved. ********** blue shield federal has contacted the number you provided and also mailed a letter to cooper surgical and the company has failed to respond to bcbs . I have not heard back from anyone at the executive level with cooper surgical. Can you please reach back out to your contact at cooper surgical and have them contact
obviously this issue is important as it is at the bbb level and I am still not getting the help I need from a division that should be able to assist

Sincerely,

***************************
Initial Complaint
Date:01/13/2024
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.
In January 2023, purchased $1000+ worth of contact lenses and qualified for $200 rebate. Completed the paperwork and at some point received token and rebated card info. I subsequently lost access to my emails and when I finally found the rebate card info and checked its status, was told the rebate had expired.I have since called multiple times, explained that I lost the info and escalated the issue but so far, no results.
Business Response
Date: 01/17/2024
We have contacted you and our third party vendor that handles our rebates. You will receive your new rebate in 4-6 weeks. Please know you can call CooperVision ************* at any time for assistance with these matters. ************. We hope that we were able to assist you with your needs and concerns. Thank you.
Customer Answer
Date: 01/17/2024
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. Of course, my acceptance is contingent on CooperVision actually following through with the commitment to send the new rebate card withing the next 6 weeks.

Sincerely,

Obehi Ogunbayo
Initial Complaint
Date:12/19/2023
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.
The company had a $200 rebate for contact lenses. i filled the necessary paper work and when i login to my account it says my claim as been approved and i should receive the payment in 3-5business days. i filed the claim last october and still have not received payment. when inquired about this they claim they are unable to reissue payment due.
Business Response
Date: 12/20/2023
Hi *****, Thank you for contacting us and your purchase of MyDay daily disposable lenses. Your rebate claim submitted on 10/16/22 with Reference Id UVFRJQMPTF was paid $200.00 on 11/2/22. Please look for an email from ***************************************************** with instructions on how to redeem your reward. You will need to respond to the email to choose a virtual or physical reward card if you have not done so. If you are not able to locate the email or unable to respond, please send an email to ******************************* so we can reach out to our ****************** team on your behalf to see if they are able to reissue a 2022 reward for you.
Initial Complaint
Date:11/14/2023
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.
They make their rebate process extremely convoluted and after we get approved for it, The issuing payment is even more complicated. After 6 weeks, they have to send an email valid for 3 months asking how we want to receive payment. If the email goes to spam, we never see it and when we contest they tell us it is expired and cant issue payment. Their process is misleading and complex on purpose and it needs to be addressed. The card is valid for 6 months before expiring at which point they will not even explain how much of the funds were used on the card. Misleading as I have never heard of an expired debit card. Nothing short of theft.
Business Response
Date: 11/15/2023
Hi ****, This is **** in ************** Thank you for contacting us and your purchase of Pearle Vision 1 day lenses. Your rebate claim with Reference Id USTFSKFKTG submitted on 10/17/22 was paid $150.00 on 11/10/22. I will contact our ****************** team on your behalf to get information on your rewards card usage. You can contact the card issuer, Onbe Payments directly at ****************-************ or www.prepaidcardstatus.com. Please be aware that although the funds do not expire, rewards cards need to be reissued after the expiration date on the front of the card.

Customer Answer
Date: 11/15/2023

Complaint: 20870864

I am rejecting this response because:
I have already contacted the card issuer and they informed me that although the funds cannot expire, they are unable to issue me a new card. What is the point in stating the funds will never expire if the card expires and we are unable to get a new one?

Sincerely,

*******************
Business Response
Date: 11/15/2023
Hi ****, I'm not sure why someone at Onbe Payments would tell you the funds cannot expire. This is not true. Please note the back of the rebate form your eye care provider gave you states under Notice to Consumers the following:
This is not a gift card. Please note that prepaid cards are subject to expiration, so pay close attention to the expiration date of the card. Cards will not have cash access and can be used everywhere debit Mastercard is accepted. Card is valid through the last day of the expiration month. You will not have access to the funds after expiration. The Cardholder Agreement can be found at coopervisiondigitalrewards.com once you receive your payment notification.
I have not heard back yet from our ****************** team to find out the balance on your Rewards Card and if they are able to get it reissued for you. Thank you for your patience.
Business Response
Date: 11/16/2023
Hello again ****, CooperVisions ****************** team has directed the issuer to ship a replacement physical Rewards Card to you in the amount of $150.00. It will ship to the address on your rebate claim via **** in a white unmarked envelope. I hope this is satisfactory to you.

Thank you!
Initial Complaint
Date:09/23/2023
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.
My credit report contains a false NSTAR, discrepancy that needs to be removed. I sent them letters demonstrating errors on my credit report, and I have receipt numbers **** **** **** **** **** 24. I wrote them a letter on 08-18-2023, but I never heard back, and this account is harming my credit rating. If they don't reply, I'll launch a lawsuit.
Business Response
Date: 09/25/2023
Hello ********, CooperVision is a contact lens manufacturer only and not related to NSTAR/COOPER which appears to be a mortgage lender and servicer.
Initial Complaint
Date:06/24/2023
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 four Cooper Tires from Midas on March 24, 2023. I submitted the $50 rebate the same day and received confirmation of my submission. At the time I was quoted a 4-6 week timeframe for receipt of the $50 prepaid card by ***** and 8 week timeframe in my confirmation email from 360 Incentives. As of today, it has been 12 weeks since submitting. For 8 of those weeks my claim has been "In Final Review." I just called the customer service number for 360 Incentives and reached ******. She told me there was an overwhelming response and said that all submissions will be paid in a matter of weeks or months. Weeks or months? I've waited 12 weeks for what I was told at time of purchase would be a 6 week process. When I asked ****** if the issue was a matter of the company not having the funds to pay out, she immediately became agitated and raised her voice at me. She then said she wouldn't discuss the claim further and hung up. I fear that 360 Incentives does not have the cash on hand to pay these rebates. I am requesting that my $50 rebate be processed and paid immediately. It is not acceptable for Midas and Cooper Tire to do business with a 3rd party rebate processor that does not have the funds on hand to make good on promised rebates.
Business Response
Date: 06/26/2023
You have contacted CooperVision and not Cooper Tires. If you have an issue with a contact lens rebate, please contact our ************* line to assist you, ************. Thank you.
Initial Complaint
Date:04/24/2023
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 a rebate from CooperVision in November ****, I called within 30 days asking where it was. They said it was approved. Didnt hear anything back until February 2023 when I called they said oh yeah its been approved. I received no emails, no mail, no call I check spam folder nothing was sent to me. I just called their phone number and they said they sent me some thing and now its expired since I didnt answer! they are a bunch of crooks!
Business Response
Date: 04/26/2023
We have contacted ******* and worked with our third party vendor, 360, to have her rebate reissued to her. We apologize that she did not have this issue resolved sooner.
Initial Complaint
Date:04/15/2023
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.
I submitted rebate for $200 for coopervision contact lenses around August 2022. In September 2022, I received an email confirming my submission was approved and said I would receive a payment email from ***************************************************** in 2-5 business days. I never received this email. I have double checked my spam and junk mail filters. I have asked Coopervision for a followup but they said they already sent me the email and there's nothing they could do. Their other option was to escalate and wait another **** weeks with no guarantee of resolution (after already waiting 7 months from Sept 2022 - Apr 2023). This was not acceptable so I am asking BBB for help. I have attached a screenshot showing Coopervision has approved my rebate submission and also an email stating they paid it on 9/15/2022, which they did not. My Coopervision rebate reference # is UTTHL6FSNS.
Business Response
Date: 04/18/2023
Hello ******,
A **************** Specialist will be reaching out to you to resolve this issue. Please be on the lookout for a call from **.
Thank you,
CooperVision
Customer Answer
Date: 04/19/2023
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. My original complaint got nowhere, but after I mentioned that I would send my complaint over to BBB, they quickly changed their tune and sent out the rebate immediately.

Sincerely,

*********************
Initial Complaint
Date:04/09/2023
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.
*April 7th, 2023.*Order Date: 2021-12-19: For 4 boxes Biofinity Toric (at the time they were $69.99 per box)Total: $279.96. Refunds: 3/28/23 - $212.97, 12/28/21 - $25.00, 12/20/21 - $41.99. All refunds went back to the account.*Dear *****: I appreciate your email. Yes, I absolutely agree that there has been added confusion from your side. I remain conflicted with unspecified "Refunds" without precise verbal explanation per dollar amount. Were these random amounts based on the images I provided? I addressed this to no avail. I do not appreciate the ongoing expectation that I, without a voice, am to telephone Cooper Vision to resolve this.Executive Director, please. *(800Contacts): Appears we may have jumped the gun on this one. I see a return was setup and a refund was processed before confirming what you are planning to send back to us. I apologize for that mishap on our end and will work on getting that resolved.*(Me) Please be it known that I was not requested for LOT#'s in the original email correspondence. Had this vital and pertinent detail been duly noted to avoid your insurmountable inefficiencies, I truly believe this daunting issue would have been more easily handled. Please be sure to scroll all the way down to the very bottom of this page to find my images with your request. Once you have accurately and officially compared the quantity to the claimed amounts and provided another draft, I will then seal the items and return them. *Brand of lenses you encountered an issue with. = See image.The nature of your report (what issue to did you experience with the lenses). = Reported November 11th, 2022, November 3rd, 2022. (consult with manufacturer)If you seen an eye doctor and if they provided you with a diagnosis. (odd context) = ~November 11th, 2022. Contact ************************The best phone number to contact you if needed. ************* number on the boxes you had an issue with. = See image.*Unanswered contact from CooperVision.*Order #**********.
Business Response
Date: 04/14/2023
CooperVision's response to Case ******** is attached. Please let me know if there are any questions or concerns regarding this.
Kind Regards, CooperVision Consumer Care
Customer Answer
Date: 04/14/2023

Complaint: 19914131

I am rejecting this response because: of 1800Contacts inefficient correspondence: "Dear ***** and *****: (whomever receives this firsthand)

I hope you are both doing well.

Please be it known that I was not requested for LOT#'s in the original email correspondence. Had this vital and pertinent detail been duly noted to avoid your insurmountable inefficiencies, I truly believe this daunting issue would have been more easily handled.

Please be sure to scroll all the way down to the very bottom of this page to find my images with your request. Once you have accurately and officially compared the quantity to the claimed amounts and provided another draft, I will then seal the items and return them.

Brand of lenses you encountered an issue with. See image.
The nature of your report (what issue to did you experience with the lenses). Reported November 11th, 2022, November 3rd, 2022. (consult with manufacturer)
If you seen an eye doctor and if they provided you with a diagnosis. (odd context) ~November 11th, 2022. You are free to contact ************************
The best phone number to contact you if needed. N/A.
The lot number on the boxes you had an issue with. See image.
Regards,

Sincerely,

*********************"
Business Response
Date: 04/21/2023
Better Business Bureau Reference:       ID#********
******************** Complaint Number:           CC510202
CooperVision Product:                          Biofinity Toric Contact Lenses
This is a follow-up submission by CooperVision in further response to the Better Business Bureau Complaint ID # ********.
As set forth in CooperVisions prior response, it CooperVisions understanding the consumers entire purchase price of $279.96 has already been refunded to the consumer by ***** Contacts, the original point of sale for the contact lenses at issue which is in accordance with normal procedure when a refund is granted.Accordingly, no further refund is necessary or warranted.
CooperVision requested the lenses at issue be returned for analysis, and offered to pay the postage necessary to return them. The consumer will not agree to return the lenses, and there is no further action CooperVision can take at this time.
Plan for Resolution:
It is CooperVisions understanding that ***** Contacts has already fully refunded the customer the entire purchase price of the lenses at issue. Therefore, no further monetary resolution is necessary. It is unclear to CooperVision exactly what further relief, if any, customer is seeking. If the customer is willing to return the contact lenses that are the subject of the complaint, CooperVision will further investigate the discomfort reported by the customer. ******************** remains willing to provide postage and packaging to return the lenses at issue.

Kind Regards,
CooperVision *************
Customer Answer
Date: 04/21/2023

Complaint: 19914131

I am rejecting this response because: as per my time consuming, monitoring, needless extended effort and daunting experience determined that between 1-800-Contacts (third party transporter) and CooperVision (manufacturer), both have unequivocally as well as disrespectfully evaded providing A LINE BY LINE EXPLANATION OF COST PER QUANTITY to efficiently and finally comprehend the entirety dollar amount. It is damaging and deplorable of CooperVision to insinuate of my "refusal" to return damaged products; not to mention unlawfully accusing me of financial expectation. Please provide evidence of such outrageous allegations. This endless chain of ***** drama is purely immature.
Shameful and disgraceful.

Sincerely,

*********************
Business Response
Date: 04/25/2023
Hello *****,
We have been in touch with you and 1800Contacts to resolve this issue. We have provided a refund and included a list of what the refund was for.
Thank you.
Customer Answer
Date: 04/26/2023

Complaint: 19914131

I am rejecting this response because: the 'list' has been incomprehensible and not itemized. What is the difficulty?

Sincerely,

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

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