Complaints

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:07/09/2025

  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.

  Alcon issued a rebate for contact lenses- i found it after the expiration date- it was issued in october *************************** august- it is july 2025 and I tried to use it but it can not be reissued as per service number- it has not even been activated for a year yet- i would like them to reissue the rebate card

  

  Business Response

  Date: 07/10/2025

  Hello,

  
  Thank you for allowing us to respond to complaint #********.

  
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Notwithstanding that Alcon was in compliance with its conspicuous rebate redemption terms and conditions, we directed our rebate vendor to issue a prepaid **** Prepaid Card to Customer. Customer should be receiving a **** Prepaid Card within the next 3-4 weeks.

  
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision

  Customer Answer

  Date: 07/14/2025

  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 if the reissued rebate arrives in the next 3 weeks.
  
  Regards,
  
  *** *********

• Initial Complaint

  Date:07/02/2025

  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 applied for a rebate for Alcon contact lenses. It was for $100. I received an email on 3/13/25 giving me the rebate information. Unfortunately, in tiny print at the bottom there is an expiration date of 6/30/25. I was just going to use it for something I was wanting to buy and missed it by 2 days. I tried to call several times to talk to someone, but was never able to get a live person. The phone's computer disconnected me or told me it was expired. If something has an expiration date, it should be in LARGE print! It should not be hidden. I didn't even think to look and read the small print in the email. I feel like this is a scam. Where does my $100 go now? More profits for a large company. This is the last time I ever buy contacts from the eye doctor with a rebate. I will look for other companies for contacts without rebates.

  

  Business Response

  Date: 07/08/2025

  Hello,
  Thank you for allowing us to respond to complaint #********.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. We have requested the token to be emailed once again with an extended expiration date. Please check your email to activate the token and virtual prepaid card. Search for "Alconchoice" within your email to locate the new request.  
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision

  Customer Answer

  Date: 07/09/2025

  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.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:06/23/2025

  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 had a rebate due to me for a contact lens purchase that I submitted on Jan 2, 2025. I never received the rebate gift card in the mail, it was fraudulently stolen from my mailbox and used, all of it, in the amount of $300. I called and reported this and a ticket was opened (********). I received a replacement gift card and Alcon had 150 days to research and put my money back on it. Alcon continually lies about the status of this gift card, and now is telling me they never received the claim for the fraudulent use of the gift card. If they didn't receive my claim, why did they send me a replacement card? They are lying.

  

  Business Response

  Date: 06/25/2025

  Hello,
  Thank you for allowing us to respond to complaint #********.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Based on the information received from our Rebate Vendor, Card Services has confirmed that the **** Prepaid Card was used in full. At this time, they have not received a completed fraud form from you.
  
  To move forward, please complete the attached form and return it via fax or mail, as indicated in the instructions.
  If you have any questions or would like to speak with someone directly, please contact the ************************ at **************. They will be happy to assist you. 
  
  Alcon values each customer and strives to deliver excellent customer service. We regret that our customer had a less than optimal experience with our rebate process. 
  
  Thank you,
  Alcon Vision

• Initial Complaint

  Date:06/20/2025

  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 a rebate card for $100 in Sept/October 2024 for contacts I purchased from Alcon. I had previously used them and wanted to stay with that brand. I gave birth in late October around the same time the refund card came and placed it in my wallet. Pulled it out in June 2025 to check the balance to verify if I ever used it(I don't recall using it) and the website won't tell me if it was ever used or not because its expired. I feel like I got played for going through the trouble of applying for the rebate and then life happened and it expired. I wish I could see if I even used it or not and if I didn't it doesn't seem right a company can put a time limit on a cash back rebate just because they issued a card instead of cash/check. I don't know if I'll be stick with alcon when its time to renew my prescription because this seems like they don't care about their customers.

  

  Business Response

  Date: 06/24/2025

  Hello,
  Thank you for allowing us to respond to complaint # 23497096.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission.  Based on the information provided by our rebate vendor, our records indicate that the Visa credit card was used in full. Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcon’s Rebate Vendor at 1-855-344-6871 and they will be happy to assist.
  
  Thank you,
  Alcon Vision

  Customer Answer

  Date: 06/24/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23497096, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Breanne Mattson

• Initial Complaint

  Date:06/13/2025

  Type:Billing 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.

  Alcon and their credit card services issued a virtual card for $200 dollars with an expiration date of 3 months from the date of issuance. I have called Alcon directly and they refer me to their vendor who will not reissue my virtual card due to it being over 3 months from the date of issuance. Basically the issued card expired 3 months from the date of issuance??? I went with Alcon and spent $714 dollars on contacts due to their incentive of a $200 dollar rebate for said purchase. Additionally, at the recommendation of my optometrist. These practices are deceptive and it's a switch and bait tactic hurting consumers. Alcon and their virtual credit card merchant will not reissue. I was unable to use any of the funds. The company incentivized their contact lenses based on a rebate. I then made my decision to purchase the contacts based on that. Please do not purchase contacts or products from this company. Needless to say, I will no longer buy products from them ever.

  

  Business Response

  Date: 06/18/2025

  Hello,
  Thank you for allowing us to respond to complaint #********.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Notwithstanding that Alcon was in compliance with its conspicuous rebate redemption terms and conditions, we directed our rebate vendor to extend the virtual token for the customer. 
  ********************** values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision

  Customer Answer

  Date: 06/19/2025

  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.
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:06/12/2025

  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.

  Similar to other complaints regarding the Alcon rebate. I have a rebate **** card for $125, and it has expired. When calling their ***** number, there is no live person to answer the call; instead, an automated message informs the caller that the card has expired, and the line disconnects. There should be an option to obtain a new card, paying the card reissue fee of $12.95 if needed. It's a scam to offer a rebate and then not honor it by issuing a card that expires and cannot be renewed.

  

  Business Response

  Date: 06/18/2025

  Hello,
  Thank you for allowing us to respond to complaint #23459930.
  Alcon takes reports of complaints from our customers very
  seriously.  Upon receipt of customer's complaint, we immediately contacted
  our rebate vendor to obtain information concerning the rebate
  submission. Notwithstanding that Alcon was in compliance with its
  conspicuous rebate redemption terms and conditions, we directed our rebate
  vendor to issue a prepaid Visa Prepaid Card to
  Customer. Customer should be receiving a Visa Prepaid
  Card within the next 3-4 weeks.
  Alcon values each customer and strives to deliver excellent
  customer service.  We regret that our customer had a less than
  optimal experience with our rebate process. If customer has any further
  concerns, we ask that they please call Alcon’s Rebate Vendor at 1-855-344-6871
  and they will be happy to assist.
  
  Thank
  you,
  Alcon
  Vision

  Customer Answer

  Date: 06/19/2025

  Complaint: 23459930
  
  
  
  I am rejecting this response because: I tried to call the helpline number provided and am not able to speak to anyone about this issue, it's an automated system that cuts me off and doesn't allow me to speak to an actual person to make sure the card is being replaced.  I have also not received any correspondence from the company in regard to this so it's not clear to me exactly how they will address and fix this problem. If they don't know the card details and my details, how exactly will they replace the card?
  
  
  
  Regards,
  
  
  
  Hema Popat

  

  Business Response

  Date: 06/19/2025

  Hello,

  
  As stated in the complaint email, the value of the rebate card will be for $125. No further details are needed for Alcon to send a replacement card. If customer has any further
  concerns, we ask that they please call Alcon’s Rebate Vendor at 1-855-344-6871
  and they will be happy to assist.
  
  Thank
  you,
  Alcon
  Vision

  Customer Answer

  Date: 06/20/2025

  Complaint: 23459930
  
  
  
  I am rejecting this response because: I am not able to reach anyone at the phone number provided, it is an automated system that disconnects after I enter my rebate card details.
  
  
  
  Regards,
  
  
  
  Hema Popat

  

  Business Response

  Date: 06/25/2025

  Hello,
  Thank you for allowing us to respond to complaint #23459930.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Notwithstanding that Alcon was in compliance with its conspicuous rebate redemption terms and conditions, we directed our rebate vendor to issue a prepaid Visa Prepaid Card to Customer. Our rebate vendor was able to locate the customer's information and has processed the request. The customer should receive the Visa Prepaid Card within the next 3–4 weeks. Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcon’s Rebate Vendor at 1-855-344-6871 and they will be happy to assist.

  
  Thank you,
  Alcon Vision

• Initial Complaint

  Date:06/05/2025

  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.

  We moved and I lost the reward card we received from ordering Alcon contacts. I found the card in June 2025. The card expired Feb 2025. None of the funds were used from the card. I reached out to see if the card could be replaced. I was told a reward card is company funds and when the card expires the funds are no longer available and the card cannot be replaced. Where does that money then go, back to the company? Seems very unethical. I would just like the card replaced with a current expiration date.

  

  Business Response

  Date: 06/09/2025

  Hello,
  Thank you for allowing us to respond to complaint #********.

  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Notwithstanding that Alcon was in compliance with its conspicuous rebate redemption terms and conditions, we directed our rebate vendor to issue a prepaid **** Prepaid Card to Customer. Customer should be receiving a **** Prepaid Card within the next 3-4 weeks.

  
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision
  

  
  

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  Can the address be confirmed with Alcon? We moved  and I want to ensure the new card is being sent to the correct address. 

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

  Regards,
  
  **** *******

• Initial Complaint

  Date:06/03/2025

  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.

  Alcon contacts were purchased in August *********************************************************************************************** 6 months. I went to use and they said it expired. How can a company however a gift card incentive then have it expire in 6 months? I have received previous rebates from the same company and the cards never expired. I called the number on the card and they said sorry. It was my money for buying the contacts then they just took it back in 6 months. It was a **** debit reward card for $100. It is unfair that a business can just take the money back they gave you for buying their product after 6 months!

  

  Business Response

  Date: 06/04/2025

  Hello,
  Thank you for allowing us to respond to complaint #********.

  
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Notwithstanding that Alcon was in compliance with its conspicuous rebate redemption terms and conditions, we directed our rebate vendor to issue a prepaid **** Prepaid Card to Customer. Customer should be receiving a **** Prepaid Card within the next 3-4 weeks.

  
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision

  Customer Answer

  Date: 06/05/2025

  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.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:06/03/2025

  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.

  Similar to other customers, I have issues with **********************'s rebate cards. I tried to redeem 2 rebate cards for a total for $225 one day before they expired. I was getting errors all day and tried contacting their "live" service multiple times, but was never connected to an agent. When I finally tried calling their customer service number instead, it took multiple attempts to actually get a representative on the line. The representative then told me that I had "forfeited" the rewards because I did not redeem it in time despite the fact that I was trying to redeem it all day. The reward should not be considered forfeited if the customer is unable to redeem it or get support for it in time.Additionally, I agree with others regarding Alcon's lack of transparency and deceptiveness regarding their rebate terms and practices.

  

  Business Response

  Date: 06/04/2025

  Hello,
  Thank you for allowing us to respond to complaint #********.

  
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Notwithstanding that Alcon was in compliance with its conspicuous rebate redemption terms and conditions, we directed our rebate vendor to issue a prepaid **** Prepaid Card to Customer. Customer should be receiving a **** Prepaid Card within the next 3-4 weeks.

  
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision

  Customer Answer

  Date: 06/04/2025

  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.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:05/28/2025

  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 submitted a request for a rebate from Alcon after purchasing a year supply of contacts in August 2024. The **** card arrived containing the rebate a few weeks later, but when I went to use the card it was expired and there was no way to access the $200 rebate.

  

  Business Response

  Date: 05/29/2025

  Hello,

  
  Thank you for allowing us to respond to complaint #******** - ***** *******.

  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Notwithstanding that Alcon was in compliance with its conspicuous rebate redemption terms and conditions, we directed our rebate vendor to issue a prepaid **** Prepaid Card to Customer. Customer should be receiving a **** Prepaid Card within the next 3-4 weeks.
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision

  Customer Answer

  Date: 05/29/2025

  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.
  
  Regards,
  
  ***** *******