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:01/13/2025

  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 purchased contacts August 2023 and received a $200 rebate via a virtual **** card. Like many other complaints here, I had not realized that the card had such an early expiration date (February 2024, only 6 months after receiving it), and only recently found out when trying to use the remaining funds. Alcon gave no explicit warning in the rebate program description that there would be an expiration date, and 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: 01/22/2025

  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: 01/24/2025

  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:01/06/2025

  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 received a rebate code from an optomistrist working at a ****** location for prescription contacts, specifically precision one for astigmatism. I ordered the contacts from a physical ****** location one month later, received them, and attempted to submit the rebate. All paperwork (purchase receipt, upc, and exam receipt) is in order, but the online site repeatedly says that as entered, the rebate. I called the support number twice, one rep saying i needed to use a computer rather than my phone, one rep saying that the code was for *******, yet I received the code directly from the optomistrists hand at ****** and the correct ****** site did appear when I put in the code. At this point I do not believe that the Alcon rebate system is functioning properly and that they do not care to fix it or provide adaquate support for the program that they are offering, and it is a scam.

  

  Business Response

  Date: 01/13/2025

  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.  Based on the information received from our Rebate Vendor, they have made multiple attempts via phone and email to reach customer and have not had a response. 
  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: 01/13/2025

  Complaint: 22774935
  
  I am rejecting this response because:

  I called rebate company twice. I received one email from them from one representative and was told grudgingly that they would do it for me manually. Apparently this is in progress right now but I do not know if I will receive the rebate. I have to wait 4 to 6 weeks. The rejection is because of the language used in the response that this is somehow my fault because of my non response to calls never made by the rebate company. The rebate company only reached out by email once. I never received any calls. The effort to do this is because of however the rebate system is designed and should be looked at. there is no reason why customers should have to have their information entered manually after complaining. 

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

  

  Business Response

  Date: 01/13/2025

  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 the customers rebate submission did not comply with the applicable rebate terms, 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:12/16/2024

  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 received a $200 rebate from Alcon in the form of a virtual **** gift card. I did not notice the expiration date was only 6 months after the card was issued. I still have the full amount on the card, and only discovered it was expired after trying to use it 2 days after its expiration date. The cardholder agreement states all funds are forfeited upon expiration, but there was no warning that there was an expiration on these cards. I feel like Alcon using a gift card for their rebates (instead of a check/direct deposit), is deceptive, since gift cards are usually covered by the **** for 5 years. I would like a new card reissued.

  

  Business Response

  Date: 12/27/2024

  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. 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: 01/03/2025

  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:12/13/2024

  Type:Customer Service 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 purchased contacts from Alcon multiple times and have utilized a rebate program in the past. Programs with other companies have been seamless with Alcon. They sold me on more expensive contacts due to a $200 rebate. The rebate details are not given upon purchase of contacts, the details are later given. I completed the rebate process as instructed and received a digital card for $200. Digital card did not work on three separate attempts. I emailed myself to ensure I had notice. Online retailer and attempt on ****** that was tried twice or on two different days. The car did not work and I attempted to call in and receive help and was put on hold for over half an hour. I attempted to , come back to this one other time. I was unable to receive help because of the long wait times. I put a note to come back to this before the expiration date. The note that I put in was December 28 of 2023. The card was good through December 31 of 2024. As I went back today looking at my notes it said that it expired and that it expired December 31 of 2023. I called in and spent 1.5 hrs & 40 minutes holding on 4 different calls to be told that they could help me with a re-issue. None of the funds were used, & when I attempted to use them, there were issues w/ the digital card. I provided everything and proved no money had been spent, nor was I it would expire in such short order. The date of expiration should be laid out very clearly not just in terms of service, but before one is purchasing and making decisions half a grand or more, I was told the beginning of the call and saw on Reddit and in two other locations, they would be able to assist me if they could verify all information after one and a half hours I was told theres nothing that the **************** *** could do. I am sad because I like Alcon and wanted to use those funds for contacts.I am seeking, as a remedy, a new or re-issue of the rebate card for $200. That is what was promised and it did not work initially.

  

  Business Response

  Date: 12/19/2024

  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. 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: 12/20/2024

  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,
  
  ******** Button

• Initial Complaint

  Date:12/12/2024

  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.

  On 3/10/24 we submitted rebate claim to Alcon to receive a $125 **** card. On 4/10/24 we received a follow up regarding the rebate indicating that they needed us to resubmit some information. This information was submitted and the rebate approved. About a month later we received a Alcon **** reward card in the mail. It turns out the card had an expiration date on it of 10/24. Nowhere in any forms did we see that the **** care would expire and it seems ridiculous that it would expire within 3 - 4 months after finally receiving it. We would like to have a new card sent to us in the amount of $125 since we never used any of the prior card.

  

  Business Response

  Date: 12/20/2024

  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. 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:12/12/2024

  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.

  Purchased Alcon contacts with a $75 dollar rebate. Received the rebate **** card in September and the card expired on 12/31. I essentially have 2 months to utilize the amount which was not disclosed.

  

  Business Response

  Date: 12/20/2024

  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. 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:12/02/2024

  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.

  Hello,I received a $200 rebate from Alcon in the form of a virtual **** card. I did not notice the expiration date was only 6 months after the card was issued. I still have $154.06 on the card and it is now expired. The cardholder agreement states all funds are forfeited upon expiration, but this information was not presented to me upon receiving the rebate. It is my view that this is practice is deliberately deceptive and I would like a new card issued with the remaining balance. Thank you.

  

  Business Response

  Date: 12/02/2024

  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. 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.

  Customer Answer

  Date: 12/02/2024

  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:11/21/2024

  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.

  Alcon will not reimburse me for 3 bottles of the replenish contacts lens solution that I called them about that they say they no longer carry that product, but I bought it ******* in the last year. ******* wont return because they say health and beauty and pharmacy items only have a 30 day return policy.

  

  Business Response

  Date: 11/26/2024

  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 ***************** and ********************* to obtain information concerning the customer's complaints made with **********************.  Based on the information received from our ***************** and Compliance team, we have determined that Alcon cannot provide a refund on 3 bottles of Optifree Puremoist that were sent out at no charge. We agreed to replace the product on her original complaint for product left in the car. This complaint was first reported on November 18, 2024 and replacement of product went out November 19, 2024 for overnight delivery.
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience. For additional questions please contact us at **************.

• Initial Complaint

  Date:10/28/2024

  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've been using Systane eyedrops for about six years now and every few months, I have adverse reactions that range from severely swollen eyes, severe dry eyes and something that I can best describe as looking like a cut **** below my eyes, caused by irritation from the drops hitting my skin. At one point, the cuts under my eyes became so infected, it led to double staph infections, as my dermatologist diagnosed after months and months, if not a year, of appointments. I use the drops 2x/day. The label does not say up to how many times a day they can be used, so I assume 2x/day is ok. I have photo evidence of what these drops have done to my face. The cut-like things appear on my face for a few weeks at a time, then it goes away for a few months, then they come back for a few weeks, and repeat.Unfortunately, I depend on these eye drops due to dry eyes post-Lasik surgery.Because of my suffering, I am seeking monetary compensation.

  

  Business Response

  Date: 10/30/2024

  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 ***************** and ********************* to obtain information concerning the customer's complaints made with **********************. Our ***************** and Compliance team has received the complaint and has left a voicemail on the customer's telephone number provided for reconciliation.
  Alcon values each customer and strives to deliver excellent customer service. We regret that our customer had a less-than-optimal experience.
  
  Thank you,
  Alcon Vision, LLC.

  Customer Answer

  Date: 10/30/2024

  Complaint: 22474528
  
  I am rejecting this response because:
  
  I have called the manufacturer back two times, but havent heard back. I left a voicemail one of those times. 
  

  I followed up with an email, too. Im waiting to hear back. 

  

  Business Response

  Date: 11/11/2024

  Hello,

  After several attempts at reaching the customer, our Quality team has made contact with the customer and is working to mitigate the issue directly. 

   

  Alcon Customer Service

  Customer Answer

  Date: 11/12/2024

  Better Business Bureau:
  
  I am in touch with the business and will continue to work with them on this issue.

  
  Thanks, 
  ** ****

• Initial Complaint

  Date:10/22/2024

  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.

  Hello, I purchased contact lenses for my daughter and was roped into a year supply because of a rebate program. I submitted all of the documentation to Alcon including receipts, UPC, doctor visit summaries to confirm my daughter was a new patient and user of the contact lenses. I followed all instructions for the $300 rebate - this was back in late November 2023. I called Alcon in January 2024 asking for an update and I was given a generic response that rebates can take a few months and they asked for my patience. I called again in February and was on hold for 45 minutes before hanging up. I called again in April and spoke to a representative that said she would look into it and get back to me. I called again in July and was told they could not find my information and they asked me to find my email and call back.I finally just got ahold of a representative and he stated that it was filed under the wrong promo and since it was a 2023 promotion, there was nothing he could do and I would not be receiving my $300. I filed it under the only $300 rebate option at the time - there was not another option to choose. I am beyond disappointed in Alcon and Precision for this scam of a rebate promotion.

  

  Business Response

  Date: 10/30/2024

  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 and receipt and UPC code, we have asked that this rebate submission be validated, and customer receive payment in the amount of $200 for the Precision 1 contact lens purchase. The rebate offered on the Precision 1 brand at this time would have been for $200. Customer should be receiving a Visa Prepaid Card within the next 3-4 weeks.
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less-than-optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision