Complaints
Customer Complaints Summary
- 132 total complaints in the last 3 years.
- 44 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:06/05/2023
Type: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.
Filled out the proper paperwork for the Alcon rebate. Attached a copy of the receipt and UPC code. First response, can't open photos, resubmitted, can't open photos, send to a different email, did that as well. This time fuzzy, called again, not big enough "dear". Photos taken by an iPhone. So now with 5 submissions have came to the conclusion that it is a scam. Have looked at the reviews and pages of pages of the same complaint.
Business Response
Date: 06/07/2023
Hello,
Thank you for allowing us to respond to complaint 201356543.
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, we have asked that this rebate submission be validated, and customer receive payment. 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 Alcons Rebate Vendor at ************** and they will be happy to assist.
Thank you,
Alcon Vision, LLC.Customer Answer
Date: 06/07/2023
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.
Regards,
*********************************Initial Complaint
Date:05/16/2023
Type: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 received an Alcon reward card with a very quick expiry date of 6 months and I have a remaining balance on the card but it does not work. I lost my wallet and it found it a few months later and the card was already non functional. I could not fill out the lost card form as I did not have the number on me. I would like my money back on the card as I believe I am entitled to the money on the card.Business Response
Date: 05/18/2023
Hello,
Thank you for allowing us to respond to complaint #********.
Alcon takes reports of complaints from our customers very seriously. Upon receipt of customers complaint,we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Based on the information received from our Rebate Vendor, our customer will have to contact ****** ********************** ****** **************** at telephone number **************.
Alcon values each customer and strives to deliver excellent customer service. We regret that our customer had a less than optimal experience with our Alcon ******** rebate process.
Thank you,
Alcon Vision, LLC.Initial Complaint
Date:05/15/2023
Type: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.
Applied for an Alcon Precision 1 contact lens rebate on line. Sent required documentation. Claim was declined without explanation even though website says I should receive an email explaining why. Cannot contact anyone regarding this. I see where many others have had a similar problem with Alcon regarding rebates. Would like a resolution/explanation.Customer Answer
Date: 05/16/2023
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.
Regards,
***************************Initial Complaint
Date:05/15/2023
Type: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 got a rebate card from Alcon for a contact lens purchase. The card expired, not good for even a year. and I am unable to get any information about the card. I called the line for customer su[pport and they couldn't provide any information. I am very disappointed with this rebate service. Not pro-consumer, I would recommend looking for another way to save money. It's a use it asap or lose it aimed at benefiting Alco, not the consumer.Business Response
Date: 05/16/2023
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, we have asked that this rebate submission be validated, and customer receive payment reissued. 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 Alcons Rebate Vendor at ************** and they will be happy to assist.
Thank you,
Alcon Vision, LLC.Customer Answer
Date: 05/16/2023
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.
Regards,
***********************Initial Complaint
Date:05/08/2023
Type: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 received my rebate of $200 from Alcon after purchasing a year worth of contacts but the time period to use it expired within months. I called to see if i can get it reissued and they refused. I believe this money belongs to me and they should honor it, the same way gift card companies do for a fee,Business Response
Date: 05/09/2023
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, we have asked that this rebate submission be validated, and customer receive payment of the remaining balance on the card. Customer should be receiving a Visa Prepaid Card within the next 2-3 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, LLC.Customer Answer
Date: 05/09/2023
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.
Regards,
***************Customer Answer
Date: 01/18/2024
Complaint: 20032931
I am rejecting this response because:The following reply from the vendor was received back in May 2023 in regards to my complaint but the $300 replacement gift card was never sent out.
Regards,
***************Business Response
Date: 01/24/2024
Apologies,but we can see that the card in question is a virtual card and has been reissued. The cardholder should now be able to access the new card details online.
We have resent the reward email to the email address on file. Please check your junk/spam folder just in case you dont see it in your inbox.Initial Complaint
Date:04/28/2023
Type: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 24 months of 30 day contacts & the contacts start deteriorating after 20 days. Basically, after 20 days, the contact does not rotate on the eye properly nor stay attached properly. With these contacts, a 24 month supply will only last 18 months. I contacted Alcon by email & have received a basic email stating the complaint email was received. Alcon does not provide a telephone number for customer service. Please reference ********************** numbers Notifeye ******** & PRID *******.Business Response
Date: 05/08/2023
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 ***************** and ********************* to obtain information concerning the customer's complaints made with **********************. Our ***************** and Compliance team has received the complaint and is working on contacting the customer for reconciliation.
********************** values each customer and strives to deliver excellent customer service. We regret that our customer had a less than optimal experience.
Thank you,
Alcon Vision, LLC.Initial Complaint
Date:04/27/2023
Type: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 in to ***************** and had an eye exam and received contact lens prescription. I filled the contact prescription the same day and went with Alcon due to the fact there was a $75 rebate. I submitted the required documents and was denied. I called and asked why the denial and told there was a duplicate in the system with the identical details. I then called the optometrist office and got them involved. They contacted the sales rep who gave me various step to try to get this resolved with no avail. I was told to use a different email as this might be the cause of the confusion. Now its past the 60 days and the system wont allow the claim. Im not sure how this is allowed to continually happen given the online reviews and complaints. I would never again buy these contact. Id rather purchase something more expensive with no rebate, at least Ill not be dealing with the constant hassle and phone called associated with this nightmare of a purchase.Business Response
Date: 05/08/2023
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, we have asked that this rebate submission be validated, and customer receive payment. 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 Alcons Rebate Vendor at ************** and they will be happy to assist.
Thank you,
Alcon Vision, LLC.Initial Complaint
Date:04/27/2023
Type: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 card expired in 6 months..when i called to try to find out balance i got asked if i would like a call back..there is no customer service..and know balance of my card..and get another reissuedBusiness Response
Date: 05/08/2023
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, we have asked that this rebate submission be validated, and customer receive payment of the remaining balance on the card. 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 Alcons Rebate Vendor at ************** and they will be happy to assist.
Thank you,
Alcon Vision, LLC.Initial Complaint
Date:04/25/2023
Type: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.
Had Alcon Toric multifocal lens put in my eyes. They have been chrystalizing and now need replaced. Was good for 6 months then got bad I have to have these defective removed. Have to pay again. I had to pay $6200 out of pocket for lenses.Have communicated with Alcon, got several 2nd opinions both say same. Defective lens. ALCON WILL NOT HELP ME.Business Response
Date: 05/01/2023
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 ***************** and ********************* to obtain information concerning the customer's complaints made with **********************. Based on the information received from our ***************** and Compliance team, we have determined that Alcon is not able to refund the customer based on his complaint. Any refund discussions or follow up medical needs will need to be between the customer and the doctor's *******
********************** values each customer and strives to deliver excellent customer service. We regret that our customer had a less than optimal experience.
Thank you,
Alcon Vision, LLC.Customer Answer
Date: 05/01/2023
Complaint: 19977111
I am rejecting this response because:It's Alcons product that's bad. They need to work with the doctor to come up with a solution. I'm blind and broke and Alcon needs to reach out to the doctor. ************* I'm getting no help from anyone.
Have surgery to remove one of the $3100 multifocal lens and replaced with a mono.
Regards,
*******************************Business Response
Date: 05/10/2023
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 ***************** and ********************* to obtain information concerning the customer's complaints made with **********************. Our ***************** and Compliance team has received the complaint and is working on contacting the doctor's ****** for reconciliation.
Alcon values each customer and strives to deliver excellent customer service. We regret that our customer had a less than optimal experience.
Thank you,
Alcon Vision, LLC.Customer Answer
Date: 05/11/2023
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.
Regards,
*******************************Customer Answer
Date: 06/21/2023
Complaint: ********
I am rejecting this response because:
I dont understand why case ******** was closed. Last message I got was the case was waiting on reply from Alcon. I guess BBB doesn't care about consumers but back big company. I had cataract surgery in both eyes. They put in Alcon toric multifocal lenses. June and July 2020. About 6 months after surgery I was having issues with both eyes. Hazy and like in a steam room. The eye ******* ************************* from Eastside Eye physicians who did ******************** pretty much gave up and had no further solutions except surgery to replace the multifocal lenses.He wouldn't be able to do it since major surgery. I contacted Alcon. They said the manufacturer lot from my lenses had no issues. I went back and this time the doctor noticed the lenses were chrystalizing. So defective lenses. He had me go to ********** with ****** ************* who could do the surgery. ********** also saw the chrystalizing. It was decided to replace them. I had the left eye replaced on May 10th 2023. That left me blind in my left eye for a month.Had to take a week vacation and a week of sick time. Vision came back in left eye on May 4th 2023. I had gotten the bad multifocal lens from the surgery and sent to Alcon on their suggestion. They said they don't reimburse consumers. But someone else involved with the lenses would. ( still not sure why). But they said they wouldn't reimburse me full amount. They will emburse me what the surgery center paid for them. I paid $6400 out of pocket ,before the 2020 surgery for multifocal lenses. Total out of pocket about $10k in 2020. So far $8k for the surgery on left eye this year. Out of pocket So since 2020 almost 20k out of pocket and time lost with work. Alcon representative I have been in contact with is cold hearted and can care less. I will get what the surgery center paid for the lenses and thats it, she said. She also said the first exam of the lens didn't show any issues. Though 2 doctors saw chrystalizing. This is horrible customer support from **********************.
Regards,
*******************************Business Response
Date: 06/26/2023
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 ***************** and ********************* to obtain information concerning the customer's complaints made with **********************. Based on the information received from our ***************** and Compliance team, we have determined that Alcon is not able to refund the customer based on his complaint. Any refund discussions or follow up medical needs will need to be between the customer and the doctor's ****************** Alcon values each customer and strives to deliver excellent customer service. We regret that our customer had a less than optimal experience.
Thank you,
Alcon Vision, LLC.Customer Answer
Date: 06/26/2023
Complaint: 19977111
I am rejecting this response because:2 Eye doctors said the Alcon lenses were defective. Chrystalizing.
It was sent in to Alcon.
made that mistake once.
My doctor will be taking microscope photos of the lens before I send it in the next time.
Your product is defective.
I will let everyone know about the horrible experience with this company.
Regards,
*******************************Business Response
Date: 07/06/2023
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 ***************** and ********************* to obtain information concerning the customer's complaints made with **********************. Based on the information received from our ***************** and Compliance team, we have determined that Alcon is not able to refund the customer based on his complaint. Any refund discussions or follow up medical needs will need to be between the customer and the doctor's ********************************* values each customer and strives to deliver excellent customer service. We regret that our customer had a less than optimal experience.
Thank you,
Alcon Vision, LLC.Initial Complaint
Date:04/17/2023
Type: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 February 17, 2023 I submitted an ALCON contact lens rebate form and applicable information after purchasing the required amount of ALCON contact lenses from an optometrist on 1-10-2023. Using the rebate form provided, and within the time period allowable, the informatio was submitted as U6QL93TS43. When the submission was made, the name of the contact lens was not available as a drop down option, despite being clearly identified on the rebate form as being applicable to that product name. I chose the closest name posssible: the drop down offered Precision 1 while the receipt and box was Total 1 so I was not given the correct name option. I submitted the accompanying receipt for $502 as well as the **** The rebate pended review until April 13, ****************************************************************************** to submit a new rebate with info. I have these emails saved. I immediately called the customer service line in which the *** said that rebate reviews take 5 to 8 weeks and that I only had 60 days after purchase to submit a rebate therefore no action could be taken. I asked to speak to a supervisor in which she said she would place a callback request and I would receive that call within 2 to 3 days. That was on April 13th and I am still awaiting a call. Although I submitted my claim within the time allotment, was not provided the exact product name as a selection option, then was notified 2 months later (far beyond their 60 day allowance to even start a rebate), this appears to be a construct of ALCON to ensure their customers are pinched into a situation where ALCON does not fulfill its customer service rebate offer and appears to be unethical business practices.Customer Answer
Date: 04/18/2023
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.
Regards,
***************************
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