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:04/10/2023

  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.

  Dear Alcon Rebate Promotion Team,I am writing to bring to your attention an issue that I have encountered while attempting to claim my rebate for the Alcon four 6ct Total30 that I purchased on December 28, 2022. I made this purchase based on the information provided by Clarkson Eyecare that there was a $100 rebate promotion available at the time.I understand that I needed to wait until the package, containing the *** code on the box of the contacts, was received to process the rebate. However, I received the package on January 28, 2023, 30 days since I purchased them, which put me at a 30-day disadvantage in submitting the rebate claim! Well, this might be understandable due to the holidays. When I tried to submit the rebate on February 10, 2023, through the Alcon website, my submission was not accepted due to a website bug. The website message stated that my purchase was not eligible for the promotion, even though I met all the requirements! It was clearly a bug issue with the website that prevented me from submitting my claim! When I contacted ******** Eyecare for assistance, they informed me that it was Alcon's responsibility to address this issue, and they were unwilling to offer any further assistance. This is disappointing as they were the ones who presented the promotion to me in the first place. I feel that it is only fair for them to help me get the rebate that I deserve, especially since the sale was completed based on the promotion they advertised.I am left with no choice but to request assistance from the Better Business Bureau to resolve this matter and receive the rebate that I am entitled to. I hope that Alcon will take responsibility for this issue and work with me to resolve it promptly. Thank you for your attention to this matter.*********, ****

  

  Business Response

  Date: 04/13/2023

  Hello,
  Thank you for allowing us to respond to complaint #. 19910884
  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, we have asked that this rebate submission be validated and customer receive payment. Customer should be receiving a Visa Prepaid Card within the next 2 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:03/31/2023

  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.

  In summer July 2022, I was recommended Alcon Lenses by my doctor. I was unsure because it was very pricey but she said that I could use a rebate for my purchase which made me purchase these lenses. I bought $1000 of Alcon Dailies which I was supposed to get $200 rebate from. In August of 2022 I received my lenses and , I did the procedure to fill out the forms for the rebate that my doctor taught me to do and the Alcon rebate website said to wait 2-3 months for rebate approval. In the 2-3 months I waited for an email to notify me that my rebate was approved but I got nothing. It was already December, and I thought it was weird so I went back to the website to check my rebate and it said it was approved. It showed me a screen that said "Here are the details of your rebate ref #U9R7TDFMQ5 in the Alcon 2022 Alcon Rebate - DAILIES Lenses - Second Half program as of today. Your rebate has been approved for payment! An email from ***************************************************** will arrive in 3-4 weeks with instructions on how to receive your rebate." So I was like, okay, I guess now I just have to wait 3-4 weeks again. So I waited but there was no email. I decided to contact customer service and they said that my rebate was paid already on 9/15. This was very weird to me because I filed the rebate in august and it said wait 2-3 months for approval and September was only 1 month and when I went to check rebate it told me to wait ANOTHER 3-4 weeks because it stated, "second half of the program as of today". I told them that I received NO email but they said to check my spam and inbox. I CHECKED AND THERE WAS NO EMAIL. They consistantly said that I couldn't claim my rebate because I had "already been sent a rebate 9/15 and I didnt claim in 90 days so unfortunately I cant claim it no more". Alcon lense rebates are a scam. They send you the wrong dates, telling you to wait 2-3 months and make you wait for your rebate in hopes that you forget to claim then say that you missed it.

  

  Business Response

  Date: 04/03/2023

  Hello,
  Thank you for allowing us to respond to complaint #********.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer 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 10 business days through the mail.
  Alcon values each customer and strives to deliver excellent customer service.  We regret that a valued customer had a less than optimal experience with our rebate process. If you have any further concerns, we ask that you please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon

• Initial Complaint

  Date:03/30/2023

  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 a years worth of contact lenses with the promise of rebate of $150 if I did so, this is my first time getting contacts so was leery about purchasing a years worth. I had no idea how many I needed and they were pricey as I am using the most expensive type, Daily Multi-Focals. I have tried and tried to enter the rebate information but it keeps telling me I do not qualify. I have the receipts and the fitting information, and the **** it should not be this hard. I have read the terms, I qualify. I called customer service, they will only help if I allow them access to my computer, which I cannot as we are SOC2 certified and there is HIPAA protected PHI on my computer. I have made sure the copies are legible and even went back to get a new picture of the *** in case it was not clear.

  

  Business Response

  Date: 04/14/2023

  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, we have asked that this rebate submission be validated and customer receive payment. Customer should be receiving a Visa Prepaid Card within the next 2 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:03/21/2023

  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.

  Purchased a years supply of contacts in November 2022, and submitted rebate request. The process is ridiculously filled with hoops. After multiple attempts, my rebate was approved a couple months ago. However, I have not yet received an email with the digital rebate card. It's been months. There is no way to contact Alcon for support or to inquire. The help function on their web page is a BOT and does not solve the problem. The Co-Browse option seems to not be staffed - I've in a wait queue for well over an hour. Alcon's process is horrific, and I would like my digital card. I am also begging my optometrist to drop Alcon from their recommended suppliers.

  

  Business Response

  Date: 03/29/2023

  3/29/2023 

  Hello,
  Thank you for allowing us to respond to complaint #********. 
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of Mr. ********** complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission.  Based on the information received from our Rebate Vendor, the claim was approved and paid but the rebate token was not redeemed via payment notification email to *******************. The payment token has been extended and is good through 6/30/2023. 
  Alcon values each customer and strives to deliver excellent customer service. We regret that Mr. **************;had a less than optimal experience with our rebate process. If he has any further concerns, we ask that he please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision, LLC

  Customer Answer

  Date: 03/30/2023

  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:02/28/2023

  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.

  Alcon Vision was offering a $75 rebate on the purchase of contact lenses. Claim number: UJNTJH9PR4. Item: TOTAL30 Lenses Purchase deadline: 12/31/22 Rebate submission date: 1/12/23 Rebate deadline: 2/19/23 Requirements: receipt, UPC# were submitted per the rebate instructions, must purchase 4 boxes (6 per box). Note: there are two line items on the receipt of 2 boxes each, for a total of 4 boxes, because I have a different prescription for each eye (left vs. right). Status: "Your rebate submission has been declined for not meeting the program requirements. Please check your email for additional details." Problem: a search of my email inbox shows no email from Alcon advising why the rebate was denied and how to fix the issue. Item is correct, right quantity, receipt and bar code / UPC sumitted, purchase made by the expiration date of 12/31/22, and rebate submitted within the deadline. I don't understand why it was denied and no reason was provided?

  

  Business Response

  Date: 03/02/2023

  3/02/2023

  Hello,
  Thank you for allowing us to respond to complaint #********. 
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of Ms. ********* 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 card be resubmitted. ******************** should be receiving a new **** Prepaid Card within the next 2-3 weeks.
  Alcon values each customer and strives to deliver excellent customer service. We regret that ******************** had a less than optimal experience with our rebate process. If she has any further concerns, we ask that she please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision, LLC

  Customer Answer

  Date: 03/16/2023

  Complaint: 19508880
  
  I am rejecting this response because: Alcon's response is incorrect. 

  I purchased a total of four (4) 6-packs, as shown in the photo. 

  
  This matches my invoice, which shows two (2) 6-packs for my left eye and another (2) 6-packs for my right eye. 

  This is a total of four 6-packs of the Total30 lenses. 

  I do not understand how they can say that the product I purchased does not match the product on the invoice? They are even marked as Total30 lenses on the invoice. I bought a total of four 6-packs (24 total lenses) which is an entire year's supply. Please help me as Alcon is not honoring the rebate. Thank you so much for holding this company accountable!!!

  The response from Alcon states 

  CLAIM NUMBER: UJNTJH9PR4
  PRODUCT: TOTAL30 / 6-PACK
  REASON: THE PRODUCT YOU SELECTED UPON ENTRY DOES NOT MATCH THE PRODUCT ON YOUR INVOICE. PLEASE REVIEW YOUR INVOICE

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

  

  Business Response

  Date: 03/29/2023

  3/29/2023

  Thank you for allowing us to respond to complaint #********. 
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of ************************ rejection notice, we immediately contacted our rebate vendor to obtain information concerning the rebate submission.  The claim was approved for $75.00 and rebate card was issued on 3/10/2023.  ******************** should receive her rebate in the mail by 3/31/2023. 
  Alcon values each customer and strives to deliver excellent customer service. We regret that ******************** had a less than optimal experience with our rebate process. If she has any further concerns, we ask that she please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision, LLC

• Initial Complaint

  Date:02/24/2023

  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 received a physical rebate card from Alcon last year that expired within only six months of receiving the card - the shortest expiration date I have ever come across for a card. When I contacted Alcon, they wanted me to fill out and mail a form that would have deducted nearly half of the card's original $30 worth per a "re-issue fee".

  

  Business Response

  Date: 03/03/2023

  3/3/2023

  Hello,
  Thank you for allowing us to respond to complaint #********. 
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of ******************** 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 card be resubmitted. ****************** should be receiving a new **** Prepaid Card within the next 2-3 weeks.
  Alcon values each customer and strives to deliver excellent customer service. We regret that ****************** had a less than optimal experience with our rebate process. If she has any further concerns, we ask that she please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision, LLC

• Initial Complaint

  Date:02/03/2023

  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.

  Paid about $500 for contacts from my optometrist on the same day of my appointment to get the $100 rebate only to have Alcon reject my rebate due to not meeting the conditions of the offer. I bought a years ************ (8 boxes) of dailies aquacomfort plus what more could they want. Its a scam!!!

  

  Business Response

  Date: 02/09/2023

  2/9/2023

  Hello,
  Thank you for allowing us to respond to complaint #********. 
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of ************************* 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 the rebate request be approved. ******* Loya should be receiving a new **** Prepaid Card within the next 2-3 weeks.
  Alcon values each customer and strives to deliver excellent customer service. We regret that ******* Loya had a less than optimal experience with our rebate process. If there are any further concerns, please reach out to Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision, LLC

• Initial Complaint

  Date:02/01/2023

  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 have been trying to redeem a $75 dollar rebate for nearly two months now. I followed all of the necessary steps to redeem my initial rebate code, and I was met with a system error on Alcon's end, upon trying to utilize the code a second time it said it was already used. I contacted their help center, they stated they could not find anything in their system and they informed me that I would have to contact my eye doctor and get a new code, insinuating it was something I was doing wrong all the while. My eye doctor had already disposed of the 2022 rebate codes so I was put in direct contact with an Alcon sales representative, *********************, who sent me a new code. I followed all of the necessary steps and entered the new code. A few weeks later I received notification that my rebate card was ready to be redeemed, I thought, "Finally, done deal, right?" WRONG. I could not access my virtual rebate card. Another system error, which I will attach a picture of. So, I called the sales representative again. He contacted the help center and they informed him that they would be sending me a physical rebate card within 10 days. 10 days go by, and nothing. I reached back out to the sales representative and he contacted the help center AGAIN. They said that I already redeemed a virtual rebate card. So the physical card was never even sent. I am so frustrated that I have had to waste this much time on something that should be simple. I wasn't surprised to see dozens of others who have had the same issue. Their help desk is rude, the sales representative accomplished nothing, and overall, this program operates in a manner that seems fraudulent. Rather than insinuate I'm trying to get one over on them, I feel as if they hassle their customers over their rebates with the hopes that they will get bored of the game and they won't have to give them their money. I have not been tendered ANYTHING but hassle. Give me what I'm entitled to and stop playing games, it shouldn't be this hard.

  Customer Answer

  Date: 02/01/2023

  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:01/17/2023

  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 purchased a years worth of contacts unlike I ever have because of the $100 rebate that was offered. I filled out my rebate form and submitted all paperwork, receipts etc. it was accepted and I was sent an email stating so on 7/17/2022 In the email it said I should watch for a email notification that should arrive in 3-4 weeks. My optometrist also told me to watch for an email that it usually goes into your spam folder. I watched for a while and forgot about it. Recently looked thru my spam and no email. So I contacted Alcon on 1/4/2023 asking for an update on my rebate. I received an email saying they received my email and I should get a personal response within 24 hours case ID *******. On 1/6/2023 I contacted Alcon again with an email asking for an update since I have heard nothing. They responded my rebate was paid on 7/26/2022 to check my spam folder but by now it has expired. Bottom line is I never received the email to get the rebate. Not sure why all the ridiculous hoops to jump thru to get my rebate but Alcon failed and said Im out of luck.

  

  Business Response

  Date: 01/24/2023

  1/24/2023

  Hello,
  Thank you for allowing us to respond to complaint #********. 
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of Mr. ******** complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission.  Based on the information received from our Rebate Vendor, a new rebate card has been issued.****************** 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 Mr. ************;had a less than optimal experience with our rebate process. If he has any further concerns, we ask that he please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision, LLC

  Customer Answer

  Date: 01/24/2023

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

• Initial Complaint

  Date:01/17/2023

  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 filed a request for the Alcon Rebate. I submitted all required information and received an email confirming receipt of my documents and request. Recently, I remembered I hadn't heard an update and decided to check the status of my rebate only to be told it was denied. I checked my trash, spam and inbox and at no time did I ever receive an email stating my rebate was denied. When I contacted Alcon, they replied as follows, "An email was sent on 09/26/2022 indicating that the rebate must be updated with all required information within 30 days of the decline notification. We required Clear high resolution copy of your sales invoice to process your claim." No email was ever received. I can guarantee that. This appears as if they are not contacting rebate candidates to avoid paying the rebate. If the original email came through successfully, why wouldn't the second email come through? They need to honor the rebate. Period.

  

  Business Response

  Date: 01/23/2023

  1/23/2023

  Hello,
  Thank you for allowing us to respond to complaint #********. 
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of ************** complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission.  Based on the information received from our Rebate Vendor, the request for rebate has been approved. Ms. **********;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 Ms. **********;had a less than optimal experience with our rebate process. If she has any further concerns, we ask that she please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision, LLC

  Customer Answer

  Date: 01/23/2023

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