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:12/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid ****** ($75.00 for Dr. and $690.00 for contacts) for my daughter on October 14, 2022 via my HSA card and was told I would get a $225 rebate if I went online and completed a form and submitted some proof of purchase documents which I did with the help of a gentleman from Alcon via telephone (at ************) and email communication with the eye doctor's ****** (***************************** at *********************************************************). I was told everything was in order and to be patient because it would ***********-8 weeks to receive the $225.00 pre-paid card. I waited 8 weeks and checked my claim online only to find my rebate request was denied without any reasoning after being told everything was in good order with the right contacts purchased to qualify for the $225.00. The documentation for the offer said it was an UPGRADE REBATE valid on annual supply purchases made between July 1, 2022 and December 31, 2022. We purchased an annual supply of the Dailies Total 1 and I submitted the **** sales receipt, and eye exam receipt as required to receive the rebate. This is a very poor and dishonest way to conduct business. I do not want an apology nor an excuse regarding a technicality. I just want the appropriate pre-paid $225.00 rebate card as advertised.

  

  Business Response

  Date: 01/03/2023

  1/3/2023

  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 submitted. Diamond Wheeler 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 Diamond Wheeler had a less than optimal experience with our rebate process. If there are any further concerns, please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision, LLC

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The transaction was for a $50 **** debit card. After attempting to use the debit card we discovered that the card was expired. We then contacted Alcon and asked for a new card to be issued for $50. They said they could not provide a new card. We were stunned! They refused to give us a new card. We never used the $50 card at all. The company would not work with us. This is a very deceptive business practice. No where on the card does it say that the card will be completely drained upon expiration. Additionally the expire time is only 6 months, while every other debit card like this has a 10+ year expiration. We will never do business with this company again. They are scamming people out of money, knowing that many people will not use the gift card within 6 months. And to not even issue a new card on request. This is terrible terrible customer service.

  

  Business Response

  Date: 01/03/2023

  1/3/2023

  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, they have resubmitted the rebate card. Ms. **************;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 Ms. **************;had a less than optimal experience with our rebate process. If she has any further concerns, please have her call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision, LLC

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had issues two years in a row with Alcon rebates. Last year, I used the card on a purchase before the expiration. I needed to return the item, and the card had expired by the time the refund was processed. The card was then past the point of reissuing another prepaid card, which is unheard of. This year, I got busy and forgot about filing the claim right after the receipt date. When I filed the claim, it was denied. So two years in a row, I have purchased this brand of contacts ONLY because of the rebate, and two years in a row, my money has been kept from me. I will not be purchasing these contacts next year as they owe me $250.00 at this point.

  

  Business Response

  Date: 01/06/2023

  1/6/2023

  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, a card has been reissued for the remaining balance that expired on the initial card. **********************;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 there are any further concerns, we ask that *********************** to please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision, LLC

• Initial Complaint

  Date:11/30/2022

  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.

  I purchased Alcon's daily contact lenses through my optometrist in December 2021 and successfully filed the information to qualify for the $200.00 rebate. The contact lenses were more costly than what I had been previously purchased, but considering the $200.00 rebate value I opted to make the purchase. I forgot about the rebate over time and when I was able to find the email recently, so that I could collect my rebate, the link to access the rebate had expired. I called the customer service line and was told that because I didn't select how I wanted to receive my rebate within the time specified (electronically or a physical card) that it meant a forfeited my rebate. This is very unfair business practice. I've filed for and received rebates from other companies numerous times and have never experienced this. Why didn't Alcon include that "important" selection in the rebate form? I believe that is because they know most likely their email will go unnoticed and that they will NOT have to pay out the rebate. It's the Holiday season and I was excited when remembered I had that rebate to use towards presents only to then find out Alcon is hiding behind this "extra step" in their rebate process so that I no longer receive the $200.00 I am owed. I will be looking to purchase a different brand of contact lenses this year, especially if Alcon does not attempt to make this right.

  

  Business Response

  Date: 12/06/2022

  12/06/2022

  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 requested that the rebate card be reissued.  Mr. *********;should be receiving a **** 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: 12/06/2022

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

• Initial Complaint

  Date:11/30/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/13/22 I went for my annual eye examination at ********************** with ******************. As usual, I order a years supply of contact lens. ************** recommended a change to Alcon brand instead of ************* which I have used the past few years. He said the rebate was slightly better. I paid $300 and was suppose to get a $75 rebate. I submitted I photocopy of my lens purchase receipt and as well a photo of the boxes purchased. The contacts did not come in for 2 weeks which delayed my rebate request. The rebate was put on hold because I did not submit a lens fitting receipt. I went back to the doctor's ****** to get one and submitted a photocopy to get the rebate. They notified me a few days later that my rebate was still on hold because the photocopies are not readable. All three of my photos were perfect. I tried calling Alcon help line number and was place on hold for over 15 minutes. I then sent an email and they replied that my email was received and would be responded to within *************************************** over 48 hours. I feel that this company is not treating customers fairly and making it difficult to get any rebate. I looked up their BBB rating which shows A+. I do not understand how that can receive such a high rating. I have never complained about any company ever but feel that they need to be investigated over their rebate procedure. I never had this type of problem with past eye contact rebates. I will not be ordering Alcon contacts next year. I have included photos that were submitted to Alcon.

  

  Business Response

  Date: 12/05/2022

  12/05/2022

  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, rebate claim was placed on hold awaiting appropriate documentation which has been received and rebate approved.  Mr. *************;should be receiving a **** 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: 12/06/2022

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

• Initial Complaint

  Date:11/28/2022

  Type:Sales and Advertising 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.

  Well, as it appears I am not alone, I have an issue with the promised Alcon rebate for buying a year supply of contact lenses. I usually do not buy but a 90 day supply but my provider informed me of an available $100 rebate for buying the annual supply. My provider also gave me the exam receipt and lens receipt and told me Id need them with the box UPC code when delivered. Once I had the lenses, the site took all my info quite easily. Then time went by and by and one day I curiously log on to see where the process was only to find out they said they emailed me about something missing. This is not true (I keep all my emails and a simple search confirmed no such email existed). I responded that I had an issue and got back something along the lines of well emails get lost and you shouldve checked your claim and now its too late and blah blah blah. I always was suspicious of rebates but really thought such a reputable company would be different-it appears not-and, after reading posts by others with the BBB, it appears I am not alone. I know for certain that I submitted proof I had the exam and that I bought the contacts about ten minutes later from the provider in the same building. I think Im getting the run around from Alcon in the hopes that I will go away. One thing I do know, Ill never trust them-or rebates-again. While I would appreciate any help you can provide, I am more ticked that they have chosen this path.

  

  Business Response

  Date: 11/29/2022

  11/29/2022

  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, we have asked that this rebate request be approved. Mr. ***********;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: 12/02/2022

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

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a claim to Alcon for a rebate on a full year of contacts. All information was uploaded on Sept 5 2022, email says it takes 4-6 weeks for a rebate. I received ZERO communication from the company, when I checked the status in early November it says claim denied and to see email that was sent. NO EMAIL was ever sent by them asking for information. When I called they claimed a receipt was missing, however it is in my paperwork with the claim number and date of 9/5 written on it, they claim it's been more than 60 days so too bad, nothing they can do. Said it was my responsibility to check status, not theirs to let me know they did not receive a page. I asked for a supervisor, mysteriously they were ALL in a meeting for a couple of hours. Then I was told it would take ***** hours for a call back. They refused to give me supervisor names or email address. Terrible customer service and looking for a way to not pay.

  

  Business Response

  Date: 11/28/2022

  11/28/2022

  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 received the appropriate documentation to approve the rebate. Ms. **********;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 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
  

• Initial Complaint

  Date:11/14/2022

  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.

  Earlier this year I purchased a year's supply of Alcon contacts through my local optometrist's office. I submitted all of the necessary paperwork for the $75 rebate as soon as the contacts arrived as they were a special order. They responded several weeks later via email with a link to access my prepaid card. The link is only valid for a short time and the email went to my spam folder. With the holidays approaching I recently thought to look for this email and discovered that I was unable to access the prepaid card. I sent an email to the company managing the rebates and they sent a form reply without addressing my concerns. All of the advertising for Alcon rebates specifically emphasis that documents must be submitted within 60 days but only in the very fine print at the bottom do they mention that you have to USE your rebate in such a short window. This is clearly intentionally deceptive. The average prepaid card is good for several year after activation. Why aren't these?? Alcon's own advertising for the rebate program states "Claiming a rebate can feel like youre a circus lion jumping through the ring masters hoop. Not with Alcon!" and then fails to mention the short window you have to access and use your card. I've never had this issue with submitting any other contact lens rebates. I would like them to honor to purpose of the rebate and reissue my $75 prepaid card.

  

  Business Response

  Date: 11/22/2022

  11/22/2022

  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

• Initial Complaint

  Date:11/14/2022

  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 $100 or $150 Rebate for contact lenses in Mid Sept. I never heard anything so today I contacted them, and they said claim was denied to check my email, there was no email in inbox,spam,or deleted. They said I missed timeline to correct issue. I seen online they are doing this to many other people. This is wrong.

  

  Business Response

  Date: 11/28/2022

  11/28/2022

  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, we have received the appropriate documentation to approve the rebate. Mr. ************;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 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: 11/29/2022

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

• Initial Complaint

  Date:10/28/2022

  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.

  I bought Alcon contacts and there was a $50 rebate. I submitted all the documents and was notified that there was a problem. I spend around $300 for these contacts and the fact that I spend almost $1000 in the past year with sunglasses and contacts. I was told that the prescription is expired. When I placed my order for a new contact lens supply for one year they said keep the same prescription I said yes and they gave it to me after a couple of weeks now when Im submitting this rebate they are telling me oh your prescription is expired so this is not my problem that is something on your guys and not my problem I bought this product just because of the rebate. I couldve easily went somewhere else and bought these contacts it is more about the principle there is no principal with this company Im so disappointed I spent so much money with this company and now all this over $50 I need to have this taken care of or I will stop making purchases with you guys and I will be contacting and reporting to the health department of all this if this is not taken care of.

  

  Business Response

  Date: 11/08/2022

  11/8/2022

  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, correct documentation was received,and claim approved.  Mr. ***********;should be receiving his **** 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: 11/09/2022

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