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:09/30/2024

  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.

  ON 7/15/24 WE ORDERED NEW ALCON LENSES FOR OUR DAUGHTER,WE HAVE DONE REBATES ON MANY DIFFERENT LENSES OVER THE YEAR SO WE ARE VERY VERSED IN WHAT THE COPANY NEEDS SO WE SENT IN THE DOCUMENTATION AND WE RECEIVED A RESPONSE THAT WE HAD MISSING OR INCCORECT DOCUMENTS SO I GOT A STAMPED PAID INVOICE FROM THE EYE ********** SENT THAT BACK IN AND STILL HAVE HAD NO MOVEMENT ON THE ACCOUNT. I FEEL THEY ARE WAITING FOR THE *** TO TIME OUT . I SPENT MY MONEY IN GOOD FAITH AND I FEEL THAT WE SHOULD GET THE 200.OO REBATE AS OF 9-30-24 NO RESPONSE

  

  Business Response

  Date: 10/02/2024

  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.  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,
  Alcon Vision

  Customer Answer

  Date: 10/02/2024

  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:09/16/2024

  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.

  After waiting for a rebate card for 6 weeks, I called and verified my file, if anything else on was needed. I was informed of my balance and was ready to go. Next day I went to use my card to purchase gas and it declined. Cashier informed me that it was flagged as FRAUD USAGE. Cashier gave me the number to call. The representative informed that he need to verify my information and proceed to do so. For then to inform me that the information would be TRANSFERRED to the **************** and had to wait 7-10 business day for a response or for a new card to be reissued. What is the whole purpose of verification if you are going to literally cancel my card and make me wait another 6 weeks?

  

  Business Response

  Date: 09/18/2024

  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,
  Alcon Vision

• Initial Complaint

  Date:09/10/2024

  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.

  I ordered a year supply of contacts from ******************************* in ************ **. They told me I would get a rebate if I ordered the full year supply. I ordered the full year supply and when the contacts came in, there was never a rebate paper within the box from Alcon. *** reached out to *************************** multiple times and left multiple voicemails and they never got back to me and anyone who I spoke to, was only able to give me answers. The people from ************ Eye attempted to contact Alcon because technically you need to submit your rebate information within 60 days. I submitted it within 61 days because I finally got *************************** to send me the proper information that I needed to submit. Ill declined my submission and refuses to pay me the rebate although Harleysville Eye was not helpful nor ever answered the phone for me to get the information I needed , I want a reimbursement from Alcon or *************************** for the full amount that I was owed from my full year of contacts which I wouldve never bought If I knew I wasnt going to get my refund. Its extremely unfair when I was coaxed into buying the year supply to save money And then due to Negligence of *************************** as well as Al I am not able to get my reimbursement, or any reimbursement at all.

  

  Business Response

  Date: 09/10/2024

  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,
  Alcon Vision

  Customer Answer

  Date: 09/13/2024

  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:09/09/2024

  Type:Delivery 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.

  My eye appointment occurred on May 31st. My eye doctor placed the order for a year supply of contacts through ***** on June 4th. I received my contact order on June 8th. I applied for my contact rebate on July 16th online. I provided all requested information including the purchase receipt from my eye doctor. The receipt had my name on it. I never heard anything back from Alcon about my rebate until September 9th 2024 with a response that I "Did not meet program requirements before program expiration." According to the rebate paperwork, I had 60 days to file a rebate claim. I filed my claim at 42 days which is well within the 60 day window. I purchased $920 worth of contacts (a year supply in a single transaction) of Alcon Precision 1 for astigmatism contacts. My rebate should have been $125 since I was a "current wearer" of these contacts.

  

  Business Response

  Date: 09/10/2024

  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,
  Alcon Vision

  Customer Answer

  Date: 09/19/2024

  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:09/09/2024

  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 Rebate Reward on 4/22/24 in the amount of $150 for purchasing a year's supply of contacts in March 2024. I noted at the time that the email stated: "Save this email! Click the button above again to view your balance, access your transaction history or return to your payment details. Please note, access to your payment expires on 2024-07-31."My understanding of this statement was that I would still be able to use the Rebate Reward after that date by creating an account (which I did). I was under the impression that the 7/31/24 date only referred to how long the Token # provided in the email would be active (to either immediately use the card OR set up an account to access beyond that date) without needing to request a new Token number. Upon trying to retrieve my Rebate Reward for use today, I was unable to even access the existing account I had created with Alcon. It no longer recognizes my User ID as a registered account. Additionally, I am unable to reach a representative unless I am logged into my account.

  

  Business Response

  Date: 09/09/2024

  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,
  Alcon Vision

  Customer Answer

  Date: 09/09/2024

  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:09/06/2024

  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, Could you please help to investigate the rebate issue that I encountered with Alcon vision? Thanks!Here are the details that are requested for the claim:- Date of the transaction:One of my family member had eye exam at local store on 6/22 and we were provided the rebate flyer from Alcon on the same day.- The amount of money paid to the business We purchased one year of supply from Alcon for $664 (the insurance covered $130). Store staff told us that Alcon rebate program will refund us for $150.- What the business committed to provide you A rebate of $150.- What the nature of the dispute is Alcon lured customers to purchase their product with rebate and denied rebate later with policies not fully disclosed ahead of time.On the flyer that I received, it shows client shall submit the rebate claim within 60 days of purchase. I did file the rebate claim on on 7/5 (13 days after the purchase). The problem was Alcon sent me a follow up email asking one more documentation while I was travelling and with no access to the doc they asked for. And they added a rule saying that if I do not provide the doc within 30 days they would deny the claim. After I returned home I tried to reach out to Alcon customer service a few times, and they refused to include the requested doc to the claim and noted it's the final status. It's not clear to me if they've done similar thing to other clients.- Whether or not the business has tried to solve the problem No. They did not try to solve the issue for me. They refused to accept the additional doc via email or mail. I've spoken to two representatives at Alcon and their replies were the same.- If the issue involves advertising, when or where ad was seen or heard The Alcon ad was presented to us on 6/22 at local Eye Boutique store in ********** (***************************************).

  

  Business Response

  Date: 09/10/2024

  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,
  Alcon Vision

• Initial Complaint

  Date:09/04/2024

  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.

  I submitted a rebate for a year supply of contacts in the beginning of August 2024. I have received numerous emails that my rebate was on hold without any real explanation so I submitted more photos to hopefully clarify the issue. I got an email today (9/4) so I called the customer service number. ***** was very condescending in his explanation and talked over me. Turns out in all the photos I submitted, the address was not 100% clear. So I submitted a new photo while on the phone. After being placed on hold I was then told that bc the address to the Dr ***** the fully correct address in the system, they would not process my rebate. I then was told to call my eye care provider and tell them to submit their correct address into Alcons system. When asked to speak to *****s supervisor, he refused. I have never been rude to a customer service agent ever but I was to ***** and I dont regret it. I would rather a company be honest and not offer rebates if they are going to make it impossible to complete. Its $70 not $7000.

  

  Business Response

  Date: 09/05/2024

  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,
  Alcon Vision
  

• Initial Complaint

  Date:09/03/2024

  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 ordered a 12 month supply of contact lenses from Alcon Choice and was given a rebate form by my provider, for $75 rebate for purchasing a year supply of contacts which I did. It was the reason I went this particular brand plus I had used them the previous year. I filled out the form uploaded all the documents, then recieved an email telling me I couldnt qualify because it had been less than a year since I had purchased my last years contacts which I never saw anything about that on the rebate form. I just purchased a year supply of contacts for this upcoming year I didnt even know it had been less than a year since I had ordered last. My contacts were around $340 last year and the same this year. I just want my promised $75 rebate for purchasing a years supply of contacts

  

  Business Response

  Date: 09/05/2024

  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,
  Alcon Vision
  

  Customer Answer

  Date: 09/05/2024

  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:08/26/2024

  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 received a rebate card from Alcon for a years supply of contacts. I have been buying Alcon contacts for years and this was the first time I received a rebate card. I was saving the card for a special occasion and did not realize it had an expiration date. I just pulled out the card today and see that it expired in Feb 2024! I tried contacting Alcon and could not speak to a real person. I tried going online and creating an account and I would get a message that my card is expired. I was hoping that after 30+ years of loyalty l would be able to request a replacement card. Why offer a rebate card, why not just give your customers the discount right away off the purchase! I am so disappointed.

  

  Business Response

  Date: 08/28/2024

  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, The reward card mailed out August 17, 2023 was used in full $125 on a transaction with amazon that took place in Dec of 2023.

  
  Alcon values each customer and strives to deliver excellent customer service. 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: 08/29/2024

  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:08/22/2024

  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.

  I'm writing to express my frustration with an issue Ive been trying to resolve for 10 months. It feels like Alcon is issuing scam rebate cards.I purchased contact lenses from Alcon in October 2023 and applied for the $200 rebate card the company offered. However, I never received the card and was informed that the card had already been used.On 01/29/24, I sent the Declaration of Fraud form via SFax to Onbe, the company handling the rebate cards. Despite numerous calls to Onbe, I was eventually advised to contact Alcon directly. When I spoke with **** on 01/18/24 at 10 am, she told me that she wouldnt be able to help.

  

  Business Response

  Date: 08/22/2024

  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,
  Alcon Vision