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:03/16/2023

  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.

  On July 28, 2022, i submitted a rebate claim with Cooper Vision. I never received any follow up emails regarding how to receive payment . I re submitted the rebate claim multiple times using the same information and received the same response that payment was to be received within a few days. I ultimately called Coopervision and was told that my claim had expired and there was nothing they could do. They claimed they had sent an email and since I had not received it, that it was no longer their problem, it was my internet providers fault and that I needed to contact them. Their customer service representatives hung up on me once. When I called back, I was told to "calm down" even though I was not angry, yelling or exhibiting any sort of disrespect to the representative. I am extremely confident that any recorded phone details would show that I was very careful to be respectful and to make sure they had all the details which i had kept a record of. I am now out $200.00 with no re-course. I have contacted my eye doctor and requested they no longer use Cooper Vision products as the subsequent rebate which is sold as a money saver for the consumer is a scam.

  Business Response

  Date: 03/17/2023

  Hi *****, Thank you for reaching out to us and your purchase of MyDay daily disposable lenses. Your rebate submitted on 7/28/22 with Reference Id UYQXDDVDWC was paid $200.00 on 8/11/22. There were no subsequent claims for your MyDay purchase in our rebate data. 

  I have reached out to our ****************** team on your behalf and requested your payment email be resent to ******************. This is the same email address your payment email was sent to last year. Please let us know if a different email address should be used. 

  Customer Answer

  Date: 03/19/2023

   
  Complaint: 19603931
  
  I am rejecting this response because:

  Good Morning Per attached screenshots of All mailboxes for my emai account, you can see that no email was sent or ever received in August 11, 2022.  I have further attached my emails from 2019 of a successful rebate that was completed, however, that was initiated by 360 incentives.  The email sent on Thursday March 16, 2023, was during my phone conversation with Cooper Vision.  Please note, that during that conversation, I was told that the problem was my internet provider..  Through the last several months, I resubmitted, multiple times, this rebate claim, and was informed that the claim was approved and I was going to receive a subsequent email to receive payment.  I submitted this claim multiple times because payment was never received.  I have attached a copy of my last attempt.  It can be seen through my reference number that I never used any reward nor am I trying to get anything extra from Cooper Vision.  I simply want the rebate honored.  That is all.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/21/2023

  Hi *****, The card issuer, Onbe Payments is resending and extending your payment email. Please look for an email from ***************************************************** with details on how to redeem your physical or virtual Coopervision **** Prepaid Card. Enjoy your reward!

  Customer Answer

  Date: 03/24/2023

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/13/2023

  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 to ** 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. I want to change the process. Ask the customer at the time of filing the paperwork for a preference of payment if the rebate is approved as opposed to having us wait for an email 6 weeks later to choose. Please streamline your process and stop being misleading. Thank you.

  Business Response

  Date: 03/14/2023

  Hi ******, Thank you for reaching out and your purchase of ******* 1 day lenses. Your rebate with Reference Id ********** was paid $100 on 5/13/21. I have reached out to our ****************** team on your behalf to see if they are able to reissue a balance left on a rewards card after almost 2 years. Please be assured that although funds do not expire, reward cards need to be reissued after the expiration date on the front of the card.
  
  

• Initial Complaint

  Date:03/07/2023

  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 went to Visionworks in ************** in *********, ** on February 3, 2023 for an eye appointment to get contact lenses. I was told about a rebate offer from Coopervision in ******, ** to receive $30 to $50 with a rebate once I received my contact lenses in the mail. I received the lenses and filled out all of the information to get the rebate. They responded stating Action Required due to not all corners in the photo of my receipt. They also told me I needed to upload the slip showing what was included in the package and the doctors prescription as well as the boxes. I sent in all of the information again and they still responded with Action Required. However, they did respond with what specifically needed to be changed. I have contacted them several more times with no response. The last two times were last Thursday and today. I have yet to hear any response from anyone. I want to warn other people and Visionworks about how this companys promotion and rebate appears to be a scam where they make it difficult to submit the rebate and then ghost the customer.

  Business Response

  Date: 03/09/2023

  Hello *******, Thank you for reaching out and your purchase of Ethos AquaTech Monthly for Astigmatism lenses. Your rebate with Reference Id UFYRHXKDR4 was approved for $50.00 on 2/28/23 and your payment email was sent to you today. Please look for an email from ***************************************************** with instructions on how to redeem your reward card. You will need to respond to the email to choose a virtual or physical reward card. Enjoy your reward and we hope you are happy with your CooperVision lenses.

• Initial Complaint

  Date:02/16/2023

  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.

  follow up too: This message is regarding Complaint ID # ********- ************************* resolution was what i wanted, the $50 rebate, Coopevision said they would get me the rebate, i wanted to leave the complaint open until they followed through. It appears that i did not select the correct response from your system.

  Business Response

  Date: 02/17/2023

  Hi *******, **** Payments, the card provider has resent and extended your payment email. Your new payment email is valid until May 31, 2023. You will need to respond to the email to choose a virtual or physical reward card. Enjoy your reward!

• Initial Complaint

  Date:02/07/2023

  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.

  I filed all of the paperwork out and proof for the $50 rebate for CooperVision contacts, on 6/20/22 i received an email that stated my claim was being reviewed. I did not receive any further emails or communication. I did follow up with them and received the canned response that my claim had been approved and communication was sent, but i could not get them to confirm the date they sent the email and now it is outside of the timeframe for their rebate, they would not honor the rebate. I needed to order more contacts, and filed again for the $50 rebate 1/23/23, they requested documentation, i uploaded and submitted. Now they are saying they are not going to honor this rebate because i was approved (and never received) the original rebate from 6/2022. So, both rebates denied. I emailed them again and stated, i never received the first one, to either issue me the 6/2022 rebate or the Jan 2023 rebate, they will not honor either.

  Business Response

  Date: 02/08/2023

  Hi *******, Thank you for being a CooperVision Biofinity toric lens wearer and submitting your rebate claim. Your claim with Reference Id ********** was paid $50.00 on 6/29/22. We will gladly contact the ****************** team to have your payment email resent and extended for you. 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19350046
  
  I am rejecting this response because: I am going to wait until I receive the rebate before closure of this complaint.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/26/2023

  Type:Customer Service 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.

  Coopervision on **************** has been extremely unfair to their employees especially the ones of color. You fill out the application with them have interview with them and then theyll hire you. Then tell you your With a tempt agency. Most Black people have to work over 90 days before theyre hired while other races are hired within 30 days. They fire you without warning no coaching and no explanation of why they fired you. If you have a complaint on a manager or supervisor they will figure out a way to fire you and not give any reason why they fired you they just call tempt agency and say theyre ending the assignment with you.

  Business Response

  Date: 01/27/2023

  Hi ********, Thank you for your feedback. We have passed your complaint on to the *************** team in ***********. 

• Initial Complaint

  Date:12/14/2022

  Type:Order 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 contact lenses with a rebate available. I submitted the rebate and it was paid to a prepaid card on 8/27/2021. I recently went to use the card and realized that the card expired in March 2022. I contacted the customer service number on the card and was basically told the rebate was voided and they had no additional information. I sent an email to Coopervision rebates on the same day (12/6/2022) and received a response on 12/12/2022, that obviously was a stock FAQ, indicating the prepaid card was subject to expiration and that my right to the payment "may" expire after that time. This response was thoughtless and completely unacceptable. In the midst of a worldwide pandemic, a prepaid card expired, and now at some of the highest inflation rates in our lifetime, a supposedly reputable company is failing to make it right and in essence "pocketing" the exact rebate they offered their consumers. As a customer, I am disgusted by the length of time to receive the stock response, as well as the bare minimum done to resolve the issue. The rebate process basically prompts the consumer to select the prepaid card by indicating that the issuance of a paper check could take weeks - this should be considered shady and somewhat deceitful marketing. The prepaid card is obviously beneficial to the company as at the expiration of the card, the funds are no longer due to the individual, unlike a paper check where the institution would be held to an unclaimed funds/escheatment requirement. I respectfully request this process and my specific rebate issue by reviewed and appropriate action taken to assist consumers with receiving the reimbursement that were offered by this company in good faith.

  Business Response

  Date: 12/14/2022

  Hi *******, This is **** in ************** Thank you for contacting us and for your purchase of clariti 1 day lenses. Your rebate submitted on 8/11/21 with Reference Id ********** was paid $150.00 on 8/27/21. Please be aware that although the funds do not expire, reward cards need to be reissued after the expiration date on the front of the card.

  I will contact our ****************** team on your behalf and request your payment emails be resent and extended. You will need to respond to the emails from ***************************************************** to choose a virtual or physical prepaid reward card. A paper check is unfortunately not an option. 

   

   

  
  

  Customer Answer

  Date: 12/19/2022

  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:11/01/2022

  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.

  Effective November 1st, 2022.To Whom This May ******* at Coopervision CORPORATE OFFICE: URGENCY!!!! I hope you are doing well. I remain traumatized and utterly horrified with your ongoing failed product delivery. Due to 1800Contacts' ignorance and massive sloppiness, I hold both of your entities legally and morally responsible for the health risk, alarming defect, poor workmanship and deplorable quality control devastation. These ongoing issues are gravely impacting my functionality, work responsibilities, hindering light sensitivity and safety. Unimaginably irresponsible. After such loyalty and prolonged use, I am firing, terminating and discharging this wasteful association. You do not deserve my business. Please do diligence and rectify this immediately. A full refund for my remaining supplies. Inexcusable!!

  Business Response

  Date: 11/02/2022

  Hello *****, This is **** in ************** We are sorry to hear about your disappointment with your CooperVision lens order. We always value feedback from our consumers and want to help. Can you please send an email to ******************************* and include the details of your order so we can research it for you? Please include the lens brand and prescription as well as order date. Your eye care provider who prescribed the lenses for you would also be helpful since you ordered from an alternate venue, 1800contacts.com. I hope we can resolve this dilemma for you. 

• Initial Complaint

  Date:09/26/2022

  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 enrolled in their embryo options storage services automatically despite not requiring their services. They began charging my credit card and continued to do so after I asked for their mistake to be corrected. I received another charge to my credit card despite them assuring me that they would take care of it. There is no way for me to correct this myself on their Web site and calling the "service" number does not yield a person who can help.

  Business Response

  Date: 10/07/2022

  Hello Tuknekah, This is **** from CooperVision's ************* team. We are a contact lens manufacturer only. I have forwarded your concern to CooperSurgical which is a separate division of CooperCo. CooperSurgical has forwarded your message to Genomics so the correct party can contact you directly and address your complaint for you.

• Initial Complaint

  Date:09/24/2022

  Type:Customer Service 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 on contact lenses purchased between 1/1/22 & 6/30/22. The required documents per the flyer are 1. Dated eye exam receipt with fitting fee exam & date circled. 2. Dated sales receipt with eligible lens purchase(s) & date circled. 3. Two product box end panels (one for each eye) showing prescription information. After submitting all required documents with dates circled, I received an email stating they need detailed invoice/purchase receipt. I called the company to state I submitted the receipts per the requirements. Why did I get an email stating I need to submit invoices/receipts again? I was told I need to submit invoices as well!! My eye doctor has retired & closed the office so I can't ask for an invoice. I also confirmed with the company as long as the ************** was within a year, just the contacts had to be purchased during the promo period. I met the requirements for the $50 rebate but they say I don't qualify without the invoices. I have read & re-read the flyer several times. Invoices are not mentioned anywhere.

  Business Response

  Date: 10/06/2022

  Hi *****, This is **** in ************** Thank you for your purchase of Biofinity sphere and Biofinity toric lenses. I apologize for the delay in responding to your complaint.

  Your rebate claim with Ref Id ********** is not declined. It is "On Hold" pending an upload of an itemized receipt from your eye doctor's ******** in place of a ledger page of your account activity, fitting agreement and order form. 

  I have instructed our ************* Help team to honor your $50.00 combo rebate. You will receive an email from ***************************************************** with instructions on how to redeem your reward card. You will need to respond to the email to choose a virtual or physical reward card. 

  Enjoy your reward!

  Customer Answer

  Date: 10/10/2022

  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,
  
  *******************