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:10/28/2022
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 have been trying since 9/20/22 to receive the rebate ($125) for my yearly purchase of contact lenses ($797). I have been rejected 3 times by Alcon saying I have not provided enough information. I have given them every piece of paperwork from the eye doctor along with the shipping invoice. The paperwork includes the itemized statement of purchase along with payment details, the sales receipt, the contact prescription sheet, the packing slip from shipping, and the rebate paperwork. What else does this company want from me? This is ridiculous.
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 **************** 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. Ms. ***********;should be receiving her **** 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, LLCInitial Complaint
Date:09/28/2022
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 submitted a rebate claim for a purchase I made by mail back in May 2022, and now it is September 2022 and I received no response from Alcon Choice. I called today to check on my rebate and was told that it was declined because it did not contain the required documentation. I told the representative that all the documentation was enclosed in the submission and was told that it wasn't. I know this not to be true. The only reason I submitted this by mail is because their website does not function on my computer. I said to the rep. that I know for a fact that all the required documents were included and the rep. said that it was't, which I know not to be true. I had to sent all the original receipts and the *** bar code because my copier was not working. This company owes me a $200.00 rebate and they are refusing to honor their offer.Business Response
Date: 10/07/2022
10/7/2022
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, they have made multiple attempts via phone and email to reach ********************** and have not had a response.
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.Initial Complaint
Date:09/27/2022
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.
On June 15, 2022, I purchased Alcon contact lenses from my optometrist, with the offer of a $100 manafacturer's rebate. I went to Alcon's website and filled out he forms and uploaded required documentation. After doing all this, I came to a screen that said I was eligible for the rebate, pending verification. I saw no other prompt for action, so I assumed that I would be notified once verification was complete. The application says to wait 6 to 8 weeks for payment.That time has expired, so I searched my email for messages, of which there are none. I called Alcon, and was informed that I had not completed the application, that there were additional screens that needed to be completed. I did not see these screens, and received no notice that my application was incomplete. Because of the narrow window for submitting the rebate request, it is now too late to re-submit.It is my belief that their application process is deliberately deceptive, and that their narrow windows of application and long windows of payment leave no margin to correct errors caused by this deception.Business Response
Date: 10/12/2022
10/12/2022
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 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 there are any further concerns, we request that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
Thank you,
Alcon Vision, LLCInitial Complaint
Date:09/27/2022
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.
In 2021 I purchased a years worth of Alcon contact lenses for nearly $1000 dollars. I only purchased a year's worth due to the rebate offer of $200 because I would normally never spend that much money on contacts. I received my gift card but it was near impossible to use. And by near impossible, I was literally never able to use it. I tried transferring funds to my Amazon account, tried making a purchase at ******* (physically and online) and several other businesses. Sometimes I was asked for a PIN, which had never been provided. Finally, knowing that the "expiration" date on the front was approaching I even tried transferring the funds to my PayPal account and it got declined. Once the card expired I logged onto my account to ask them to reissue it only to find out there is no way to do it. Customer service rudely provided misleading information, claiming that the card has an expiration date printed on it and they would not re-issue the card. Nowhere on the card does it state that the rebate itself has a specific expiration date. As anyone who has ever had a credit card or debit card knows, when your card expires, it doesn't mean that your balance also disappears. If the rebate money was going to be taken back by ALCON, the card should clearly state that. Limited window of use and technical problems when you try to use it- it's a ripoff. I would like my $200 rebate. Claim #*******Business Response
Date: 10/07/2022
10/7/2022
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 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 there are any further concerns, we request that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
Thank you,
Alcon Vision, LLCCustomer Answer
Date: 10/07/2022
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:09/26/2022
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.
WE ORDERED CONTACTS FOR MY SON ****************************** AT MYEYEDR IN ******************************* WITH THE INTENTION OF GETTING A $200 REBATE FOR AGREEING TO ORDER THE ALCON BRAND OF DISPOSABLE CONTACTS. THEY PROMISED IT WOULD BE EASY ONLINE. I ATTACHED MY PAPERWORK VIA PHOTO/SCAN AND NEVER RECEIVED MY REBATE. THEY SAID THEY SUPPOSEDLY COULDNT READ THE ATTACHMENTS WHICH WERE CLEAR AS DAY. THEN WHEN I FOLLOWED UP AGAIN NOBODY RESPONDED. I FEEL LIKE I WAS RIPPED OFF & I WANT MY REBATE. I PAID $700 FOR THE CONTACTS AND MOST OF THEM DRIED OUT & WERE LOW **************** SO THIS IS EXTRA DISAPPOINTING. ID PREFER AT THIS POINT A FULL REFUND THATS HOW FRUSTRATED I AM & FEEL VERY MISLED. PLS HELP! THANK YOU.Business Response
Date: 10/07/2022
10/7/2022
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 asked that this rebate card be resubmitted. 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, LLCCustomer Answer
Date: 02/27/2024
Complaint: 18127258
I am rejecting this response because:Hello. Unfortunately my card expired before I could use it. I misplaced it & just found it. Is there any way to still get one re-issued? Or re-activated? Pls help
Thanks
Kim
Alcon Card****************
Exp 04/23
Visa
Regards,
*********************************Business Response
Date: 03/05/2024
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,
AlconInitial Complaint
Date:09/15/2022
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.
See attachmentBusiness Response
Date: 09/26/2022
9/26/2022
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 QA Medical ********************* to obtain information concerning the refund. Based on the information received from our QA Medical *********************, a refund check will be mailed overnight to her on September 28, 2022.
Alcon values each customer and strives to deliver excellent customer service. We regret that Ms. **********;had a less than optimal experience. If she has any further concerns, we ask that she please call Alcons QA **************************** ************** and they will be happy to assist.
Thank you,
Alcon Vision, LLCCustomer Answer
Date: 09/26/2022
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,
*************************Customer Answer
Date: 10/03/2022
My last correspondence from you said to contact you if this complaint was not resolved.
It has not been resolved. I have never received a check.
Customer Answer
Date: 10/03/2022
I got the check at my front door this morning at 10:41 am; was mailed OVERNIGHT on 09/29. Today is 10/3. I have to assume the hurricane delayed it.
Initial Complaint
Date:08/17/2022
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 believe Alcon is committing fraud in the way they advertise mail in rebates. They offered a $30 rebate which I submitted electronically. They responded several months via email with a link to "choose" how I wanted to receive the rebate. The link is only valid for a short time and the email went to my spam folder. As a result I missed my "window" to get the rebate even though I met the submission deadlines. I believe this tactic is intentional so try and invalidate claims. They never specify on the form that this is their policy. The claim was processed within the rebate period, but Alcon defrauded me because I was too late to specify how I wanted to receive the reimbursement.Business Response
Date: 09/26/2022
9/26/2022
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 asked that this rebate card be resubmitted. 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, LLCInitial Complaint
Date:08/15/2022
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 daughter purchased Alcon via Clarkson Eyecare (************, *****). We were told that there were $300 rebate that we could redeem.My daughter filed the redeem and received an email message with link for process. However, the link didn't work. My daughter contacted ******** Eyecare several times for the situation, with no results.I contacted them and was advised to contact Alcon. I called the redeem department, talked to ****, she said it's expired. And there is nothing they would do. This really gets me very upset. 1) The redeem amount is supposed to belong to customer and should be customer's property. 2) The email has invalide link (each time we click it); 3) It NEVER stated or mentioned expiration date. And it's not that we didn't contact them during the time. On the side of Clarkson Eyecare, they contacted the sales rep of Alcon (his name is ****). **** provided another answer: Customer has already redeemed the rebate. This is totally a lie! Alcon has a big name company can be so negligent and negligent, even lied about $300 rebate that their customer deserve.We are there to ask for apology and request the rebate to issue to us as they promised.Thanks.We nowBusiness Response
Date: 09/26/2022
9/26/2022
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. 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, LLCCustomer Answer
Date: 11/01/2022
Complaint: ********
I am rejecting this response because:This is the message I received back a month ago, 9/26/2022. Please see below of the Alcon's respond to complaint #********.
I even called the ***** number and updated confirmed my address. However, even today, I have not received the rebate. I am not sure what to proceed. Please help.
Again, here is my new address:
3071 *********
*********, ** 48105
****
MESSAGE FROM BUSINESS:
9/26/2022
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. 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
Regards,
*******************Initial Complaint
Date:08/05/2022
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.
DATE OF TRANS ****** ORDER#w241661539AMT PAID ***** COLORED CONTACT LENSES (HONEY)COULD NOT WEAR CONTACTS DUE TO CONTACTS CAUSING A BURNING SENSATION, REDNESS AND PAIN IN BOTH EYES.I'VE CONTACTED THE BUSINESS SEVERAL TIMES AND REQUESTED A REFUND. THE INITIAL REFUND REQUEST WAS DONE ON ******, WHICH I WAS INFORMED THAT THE REFUND WAS SUBMITTED ON ****** AND TO ALLOW **** DAYS. I STILL HAVE NOT RECVD THE REFUND WHICH SEVERAL REPS HAVE STATED WOULD COME BY EMAIL ON AN ELECTRONIC MASTERCARD FROM AKIMBO. I CONTACTED ALCON AGAIN TODAY AND WAS TOLD THAT THE REFUND WAS ISSUED BUT WAS NOT SURE WHY IT HAS NOT BEEN SENT AND WILL CONTACT AKIMBO. THE REP ALSO SAID I COULD RECEIVE THE REFUND MONDAY OR TUESDAY BUT DID NOT WANT TO CONFIRM BECAUSE I HAVE BEEN TOLD THE SAME THING SEVERAL TIMES. HE STATED THAT HE WILL REACH OUT TO AKIMBO AND SEE WHY I HAVENT RECVD THE REFUND BUT I SHOULD NOT HAVE TO WAIT ANY LONGER BECAUSE IT SEEMS LIKE THEY JUST KEEP GIVING ME THE RUNAROUND . I HAVE BEEN TOLD THIS SAME INFORMATION SEVERAL TIMES SINCE THE **** DAYS HAVE PASSED. MY COMPLAINT NUMBER WITH ALCON IS PR2032410..PLEASE ASSIST ME WITH THIS MATTER. SORRY FOR THE ALLCAPSCustomer Answer
Date: 08/09/2022
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. Business has refunded money back today ****** with a virtual Mastercard
Regards,
***************Initial Complaint
Date:07/25/2022
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 purchased a year's supply of contacts and submitted info for the rebate. I received an email that the rebate was approved. This is the second year in a row that I've received the rebate. The first year I had no issues. This year I tried to use it and it did not work. I contacted customer service and requested a physical card instead and was told I could not change from digital to physical card. I went to try to use the rebate and the email said access to the card was expired. That is ridiculous because the email doesn't say that the rebate gift card had an expiration date, just access to the payment via the email would expire with no option for re-issue or a different form (which is in violation of gift card laws). This is totally unfair I tried to discuss this with customer service and the rep was completely rude about it she kept insisting I used the rebate in 2021 and it was expired and I explained to her that was the rebate from 2020 and I received a new rebate in Jan 2022. This makes me not want to purchase contacts that have anything to do with a "gift card/rebate" from this company. I would like my $100 rebate! Claim number UVHZFWNSWZ.Business Response
Date: 08/03/2022
8/3/2022
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. Ms. **************** 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. ************* 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
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