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:05/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I will no longer purchase products from Alcon. I had not realized that my $100 rebate card had such a quick expiration date. I 100% agree with other complaints with this company that an expiration date of only 6 months after receiving the card seems ridiculously short compared to a gift card, and wouldnt not be expected allowing you to scam people to buy thinking they get a good deal for this type of thing to happen. ESPECIALLY when I got a year supply and wouldnt need to think about ordering till well past the expiration date. The lack of transparency, along with just the overall practice of using temporary prepaid cards instead of direct deposit or a mailed check for rebates, is 100% intentionally deceptive. I would like to request a new card be issued with the balance that remained on my expired card. This is absolutely unacceptable and I only got the year supply so I could get the rebate because thats what the eye office was promoting heavily on when ordering from you guys. But how would someone see that if they ordered a year supply and didnt need to order till almost a year later? Thats ridiculous.

  

  Business Response

  Date: 05/16/2025

  Hello,

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

  Customer Answer

  Date: 05/17/2025

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

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Oct of 2024, I submitted my Alcon rebate form from my eye ** after buying a year supply of the total 30. I had everything that was needed to make sure the form was submitted in a timely manner. I waited, waited and waited. I never received anything. I even called the company and was told something was on the way. I dont understand when I did everything right why I never received my rebate. I would of never bought a year supply if I knew it wasnt going to actually save me money

  

  Business Response

  Date: 05/05/2025

  Hello,

   

  Please provide your mailing address used for the rebate submission and claim number to help us locate your submission. 

  Alcon Customer Service

  Customer Answer

  Date: 05/08/2025

  Complaint: 23281405
  
  I am now unable to even access my account with **********************. The email associated with the acct was this one and the address was in Salina KS. 
  Amber South

  

  Business Response

  Date: 05/15/2025

  Hello,

   

  We are unable to locate your submission without your full address or claim number. Do you have an email containing this information?

   

  Alcon Customer Service 

  Customer Answer

  Date: 05/15/2025

  Complaint: 23281405
  
  Amber South

  *************************

  salina Kansas 67401

  
  Regards
  
  Amber South

  

  Business Response

  Date: 05/19/2025

  Hello,

   

  Please respond with your claim number that was provided to you via email. We need the full address or emailed claim number in order to locate your rebate submission.

  Alcon Customer Service

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like many others who have filed complaints, I received a $300 lens rebate from Alcon in the form of a **** debit card. I used a portion of the funds before I was told that the card had expired. While the card did show an expiration date, which was only 6 months from the time I received it, I was not aware that the funds would "expire" with no way to access them (as we all know, money does not expire). I tried contacting both Alcon and the card issuing company. I learned that there was a balance of $182.07, which went back to Alcon. I asked to speak with a manager and was told that one would call me back and that I would also receive an email regarding this issue. I have not received a phone call or an email. This is an extremely unfair, misleading promotion. Alcon has lured many customers into purchasing the lenses with the understanding that a rebate would be issued. They then impose an unusually short window for customers to use the funds before they are "forfeited". I believe I am entitled to the $182.07 balance from the rebate.

  

  Business Response

  Date: 05/02/2025

  Hello,

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

  Customer Answer

  Date: 05/05/2025

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

• Initial Complaint

  Date:05/01/2025

  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.

  I purchased contact lenses with the business with the incentive to receive a $150 rebate in the form of a gift card. The card had an expiration date of 6 months, which was unusually short compared to the typical expiration time of 5 years, and was not made clear to me at the time of of the purchase.

  

  Business Response

  Date: 05/05/2025

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

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Alcon branded contacts after my last eye exam, specifically because of the $300 rebate. I planned to use this to get new eyeglasses which I have not been able to afford for several years now. When I went to use the card recently to get glasses, I was shocked to find it had already expired within what I estimate to be within < 6 months of receipt. (I received the card weeks after purchasing the lenses and filing the rebate.) This seems completely unethical to me - especially if it is not explicitly emphasized when receiving and registering the card online! I tried to request a replacement through the website and was simply told there is nothing to be done because the card expired.

  

  Business Response

  Date: 04/21/2025

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

  Customer Answer

  Date: 04/21/2025

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

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered contacts from Alcon and received a $75 digital **** with a digital token to check its balance. I used part of it and planned to use the rest later, but upon attempting to use the rest came to find out it was expired and had expired only 6 months after activation. This was completely unexpected given a typical 5 year time frame on a normal gift card and there was no transparency from Alcon on this. Very frustrating.

  

  Business Response

  Date: 04/01/2025

  Hello,
  Thank you for allowing us to respond to complaint # ******** - ******** *******.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Notwithstanding that Alcon was in compliance with its conspicuous rebate redemption terms and conditions, we directed our rebate vendor to issue a prepaid **** Prepaid Card to Customer. The card in question has been reissued, and the new card details have been updated in the account. The recipient can access the new details via the original reward email. In addition, please note that the available balance on the card is $10.42, not $39.00. Customer should be receiving a **** Prepaid Card within the next 3-4 weeks.
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i called end jan as alcone choice tracking said it was delivered. i was told that it will be sent out again. on 2/25/25 i called again and was told that i will get a tracking number via email within 3-5 business days, so i can track my card so it doesn't get lost again.on 3/3/25 i called in again as i didn't get my tracking number or any other email for that matter. was told ill get the tracking by 3/5/25. never got it called today, 3/9/35 ****** told that it will be replaced now and i should get a tracking number by Wednesday 3/12/25 if not earlier. He spoke with supervisor, Lius.

  

  Business Response

  Date: 03/10/2025

  Good afternoon,

  Thank you for contacting Alcon. Can you please provide the mailing address this was mailed to? We will need this information to process your request and obtain the tracking information requested.

   

  Alcon Customer Service

  Customer Answer

  Date: 03/10/2025

  Complaint: 23041618
  
  I am rejecting this response because: further correspondense is needed...

  Alcon requested my address: ************************************. I am awaiting the response
  
  Regards,
  
  **** *****

  

  Business Response

  Date: 03/17/2025

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

  Customer Answer

  Date: 03/18/2025

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

• Initial Complaint

  Date:03/10/2025

  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 will no longer purchase products from Alcon.I had not realized that my $200 rebate card had such a quick expiration date. When I emailed payment services 3 times they finally answered saying it was expired and nothing else could be done. I agree with other complaints on this site that an expiration date of only 6 months after receiving the card seems ridiculously short compared to the average gift card (~5 years) and thus would not be expected. The lack of transparency, along with just the overall practice of using temporary prepaid **** cards instead of direct deposit for rebates, seems intentionally deceptive. I would like to request a new card be issued with the balance that remained on my expired card.

  

  Business Response

  Date: 03/13/2025

  Hello,
  Thank you for allowing us to respond to complaint # ********.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Notwithstanding that Alcon was in compliance with its conspicuous rebate redemption terms and conditions, we directed our rebate vendor to issue a virtual prepaid Visa  to Customer. Customer should be receiving an email with the virtual card information within the next 2-3 days.
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision

  Customer Answer

  Date: 03/15/2025

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

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Alcon ******************** provided a $300 gift card to entice me to purchase their contact lenses and such gift card expired in less than 6 months in violation of federal law which requires a 5 year minimum, and also in violation of Colorado law. Based on other BBB complaints this appears to be a common occurrence by this company. I would like a reinstatement of the unused balance on the gift card.

  

  Business Response

  Date: 03/10/2025

  Hello,
  Thank you for allowing us to respond to complaint #********.
  Alcon takes reports of complaints from our customers very seriously.  Upon receipt of customer's complaint, we immediately contacted our rebate vendor to obtain information concerning the rebate submission. Notwithstanding that Alcon was in compliance with its conspicuous rebate redemption terms and conditions, we directed our rebate vendor to issue a prepaid **** Prepaid Card with the remaining balance of $73.28 to the Customer. Customer should be receiving a **** Prepaid Card within the next 3-4 weeks.
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision

  Customer Answer

  Date: 03/12/2025

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

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rebate from contacts. The card only had a 6 month expiration date after applying. It some how doesnt have to comply with the 2009 law of 5 years after activation. Scam. When I called they just said it was expired and nothing else could be done. I will no longer buy my contacts from a company that is unethical. I dont receive the card until Feb/2024 and it expired 7/24.

  

  Business Response

  Date: 02/10/2025

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