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.
If you've experienced an issue
Submit a ComplaintThe 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:08/20/2022
Type:Service or Repair IssuesStatus: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 offers a rebate of $50 for purchase of contact lenses. My son's optometrist gave me the form to use ([photo included) and I registered and followed all the instructions correctly and then submitted the offer code on their website (meeting all requirements) 22-12334 and reply is INVALID CODE. This is fraud. I spent $213 with the promise of a $50 rebate. I expect that $ from Cooper Vision and an apology. I have attached my proof of purchase from *************** The contact lens box (I was supposed to submit this too if the code wasn't rejected) and the rebate forms. I VERY MUCH appreciate your help. The BBB is a wonderful service to protect consumers against fraud like this.Business Response
Date: 08/22/2022
Hi ********, This is **** in ************** Thank you for purchasing CooperVision contact lenses for your son. I am sorry to hear you are having trouble with our rebate program.
The rebate code 22-12334 is valid. Please be sure to include the dash on the rebate site at https://www.coopervisionpromotions.com.
If you need help submitting your rebate, please contact the ****************** at ************** or **********************************************. An agent will be happy to assist you. There is also a purple ************* button in the lower right corner of each webpage with useful information about our rebate program.
Customer Answer
Date: 08/22/2022
Complaint: 17746482
I am rejecting this response because:Of course I used the dash. That is ridiculously condescending. I refuse to use their broken system to resolve this. I have already spent time and effort asking for BBB support b/c I trust you to get results. I will not be run around to their customer support after their initial advertised rebate was non functional. I expect them to send me a $50 rebate check based on the items I already provided in order to maintain their good standing in the eyes of the BBB.
They can mail it to my home address ASAP
*******************************
655 **************
Ada, ** 49301
Sincerely,
*****************************************Business Response
Date: 08/24/2022
Hello ********, We have instructed our Rebate team to honor your rebate for the purchase of CooperVision lenses for your son.Unfortunately, our rebate program is not able to produce checks. A $50 prepaid **** reward card will be shipped to your address via **** in a white unmarked envelope. We hope this is satisfactory to you and your son will be happy with his Biofinity toric lenses.Customer Answer
Date: 08/25/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me (if and when I receive the promised rebate)
Sincerely,
*****************************************Customer Answer
Date: 10/25/2022
complaint #********
The company agreed to pay me the promised rebate over 90 days ago (see date above from last BBB correspondence) and they have not done so (as I was afraid of in my last email). I trust you still have all the info on the complaint and can compel Cooper Vision to send the promised rebate.
Many Thanks
*******************************
************
Business Response
Date: 10/26/2022
Hello ********, This is **** in ************** Thank you for your purchase of Biofinity toric lenses for your son. Please be assured that 22-12334 is a valid offer code. On the patient rebate portal at CooperVisionPromotions.com please ensure you are entering the offer code exactly as it is written including the dash (-) such as 22-12XXX. Please note there is a purple ************* button on the bottom right corner of each screen with useful information and "contact us" information. If you need help submitting your rebate a *********** Center Agent will be happy to assist you. You can contact them at ******************************************** or **************. Please make sure your son's uploaded exam and purchase receipt shows his name unblocked in the upper left corner. Thank you again and enjoy your reward!Customer Answer
Date: 10/26/2022
Complaint: 17746482
I am rejecting this response because: I went through all this 4-5 months ago and Cooper Vision already promised to send me my rebate money over 90 days ago and FAILED to do so. At this point I expect the maximum refund of $100 (I believe I was initially only eligible for $50 but this level of negligence requires damages). I consider their dysfunctional offer FRAUD. I already jumped through all the hoops this latest customer service rep is bringing up. This is a step backwards after their broken promise to BBB and me. Mail me the $100 ASAP or I wish BBB to pursue more penalties for fraud and negligence.
Sincerely,
*****************************************Business Response
Date: 10/26/2022
Good afternoon ********, I sincerely apologize for the misunderstanding as I did not recall the BBB complaint from August 24th. I have reached out to our ****************** team on your behalf. They have confirmed that a $50 physical reward card shipped on September 20th to *******************************, 655 **************, **** ** *****. If you would kindly confirm that this address is correct, they will contact the card issuer, Onbe Payments, to reissue a replacement card for you. Please be aware that reward cards ship via **** in white unmarked envelopes. I hope this is satisfactory for you.Customer Answer
Date: 10/26/2022
Complaint: 17746482
I am rejecting this response because: The supposed $50 was shipped 6 days ago and I have not received it. I will not be satisfied until I receive a total of $100 in reimbursement for how dysfunctional in this rebate scheme is. The website and links were completely non-functional and I submitted proof of that to BBB over 4 months ago. The service from Cooper Vision is COMLPLTELY unacceptable. Your excuses are as well. My impression is that you hope most people won't put the time and energy to be vigilant about your fraud and get BBB involved to hold you accountable. I have NO REASON to trust you. You have broken it over and over.I allowed the BBB to close this complaint over 90 days ago when you promised my rebate would be sent ASAP. You already failed to do that I intend to keep the BBB complaint OPEN until I receive a total of $100 rebate, no sooner. You need to be taught a ****** in customer service. Send it next day if you want the BBB to stop contacting you on my behalf.
Sincerely,
*****************************************Customer Answer
Date: 10/28/2022
I accept but I will reopen the BBB case again and escalate to ********** ***** of ********* if I do not receive the payment in 7 business days meaning no later than 11/7/2022
I provided the same thing over 90 days ago. They already have my address. To pretend like they don't is adding insult to injury.
*******************************655 **************Ada, ******** 49301Business Response
Date: 10/28/2022
Please let him know that we will have the card issuer send him a new $50 reward card, the rebate amount for Biofinity toric, when he confirms his address. We are not able to overnight the cards as they are shipped via the card issuer, Onbe Payments.
****
Business Response
Date: 10/28/2022
The card issuer is going to ship Jonathans reward card using a tracking method. When the tracking number becomes available we will have a better idea of a date to provide him. I can reply to his complaint at that time. Hopefully early next week Ill have the details.
****
Business Response
Date: 11/02/2022
I just received the *** tracking number for Jons replacement reward card. Its 1ZW3268W0220785319. I dont have a delivery date yetAnneCooper Companies Inc,Business Response
Date: 11/03/2022
The *** website has been updated since yesterday and the tracking number is available today. The delivery date is tomorrow, November 4th.
Thanks,
****
Customer Answer
Date: 11/07/2022
I received the rebate gift card. You can close this complaint.
Thanks again*******************************Initial Complaint
Date:07/20/2022
Type:Sales and Advertising IssuesStatus: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 complaint consists of two related issues. First, I purchased Cooper vision contact lenses that included a $75 rebate for the quantity ordered. I never received the rebate or email advising me that the rebate card had been sent. I made multiple attempts to get the rebate and always encountered a notice saying that it would be issued within 3 to 5 business days even though I had already gone through this process twice before and received the same message. I checked my spam folder repeatedly but never received the email advice. This is clearly some sort of significant process breakdown or scam designed to avoid truly sending rebates that are offered.The second issue concerns of quality of the lenses. I have tried repeatedly to reach CooperVision on the second issue but they have managed to obscure their contact number and ability to reach a live person if in fact you can find the number. I had ordered a 12 month supply for both eyes but encountered problems with three of the lenses. They either turned to a paste like substance within just a few days of opening a package or they simply rolled up and were on usable. It is clearly a quality control problem that has caused me close to $90 and I would appreciate your assistance in obtaining reimbursement orreplacement lenses. Thank youBusiness Response
Date: 07/21/2022
Hi *****,
This is **** in ************** We are sorry to hear about your experience. Your rebate with Reference Id UPRYNCQTPS submitted on 1/28/22 was paid $50.00 on 2/11/22. An email from ***************************************************** with instructions on how to redeem your reward card was sent to ****************** I will tell our ****************** team to resend and extend your payment email. You will need to respond to the email to choose a virtual or physical reward card.
Our ************* team is available 9:00 AM - 5:00 PM ET, Monday - Friday. The phone number is on our Consumer Site at https://coopervision.com/about-us/contact-us. We apologize that you were not able to reach a representative.
We are also sorry to hear you are having a problem with your Biofinity toric lenses. A ************* rep will follow-up with you. Report number CC501721 has been initiated for you. Please use this number on any correspondence about this complaint.
I apologize again for the inconvenience this has caused you.
Business Response
Date: 07/22/2022
Hello *****, CooperVisions ****************** team has looked into your claim and your payment email was redeemed on 2/11/22 for a virtual Reward Card issued via email. There is currently a balance of $40.36 after an Amazon.com purchase of $9.64 on 2/14/22. Please be aware that the rebate amount for Biofinity toric is $50 per the attached rebate form for the rebate you submitted. If you have any questions regarding your reward, please contact the card issuer, Onbe Payments at ************** or www.prepaidcardstatus.com. Our team is working with ********************* on your product complaint.Cooper Companies, Inc. is NOT a BBB Accredited Business.
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