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:08/07/2024

  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.

  I received a rebate card from Alcon after purchasing a years supply of daily contact lenses for mono-vision. Initially Alcon denied my rebate request and after weeks of working with my ******************* they granted the rebate. However, my rebate card of $112.50 expired before I was able to use it. I was saving the card for a special occasion and didnt know gift cards expired. I have never experience that before and I first discovered the expiration date literally the day after it happened. I made several attempts to contact Alcon on the phone and it is simply impossible to get a hold of an agent. I feel that is done intentionally. It is incredibly frustrating and time consuming trying to speak to someone who can assist; your call gets rerouted, endlessly put on hold, and of course calls get disconnected. On another note, I just went through all the steps and hoops to submit my $100 rebate for this years contact and of course in true Alcon fashion the site failed to complete my submission. I uploaded all the documents and completed all the forms and in the last screen after I hit submit, they wanted to verify if I was a human. After several minutes the screen said the page was unavailable and I would have to start over. What a total scam! I feel this company has no intention of paying out their promised rebates and are intentionally making it difficult for consumers.

  

  Business Response

  Date: 08/12/2024

  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:07/29/2024

  Type:Customer Service 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 Alcon contacts and received a rebate for a $300 **** gift card however, when I tried to use the card it said it was expired on 6/30 (today is 7/28) and there is no way to contact someone at Alcon. This is beyond rediculous and unfair practice for consumers. It is illegal for gift cards to have an expiration date in **********. Normal expected practice for gift cards is they do not expire. They should provide a process for replacing the rebate gift card. This is unacceptable. I would like a replacement gift card.

  

  Business Response

  Date: 07/31/2024

  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 submission be validated, and Ms. *********;receive payment for both claims. She should be receiving a Visa Prepaid Card within the next 2-3 weeks.
  We would also like to bring to her attention an important detail mentioned in the Terms and Conditions - Notice to Consumers section of the rebate form. It states that the rebate is not a gift card. It is important to note that prepaid cards are subject to expiration. Therefore, it is crucial to pay close attention to the expiration date of the card to ensure its full utilization. 
  
  Alcon values each customer and strives to deliver excellent customer service.  We regret that Ms. *********;had a less than optimal experience with our rebate process. If she has any further concerns,we ask that she please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  Thank you,
  Alcon Vision, LLC
  

• Initial Complaint

  Date:07/15/2024

  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.

  On 11/14/2023 I applied for an Alcon ****** Rebate. I was supposed to get an **** Reward Card. I never received it, When I checked their website it said it was processing. On 4-29-24 I emailed them. My claim # is UJM2WX5DXK. In the email received back my Case ID was *******. This rebate was for contact lens, It said in the email it was marked paid. I really feel this is so wrong. I spent so much money on their contact lens over the years, and they can't give me my rebate. I never had a problem with any company giving me a rebate.

  

  Business Response

  Date: 07/19/2024

  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.  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:07/12/2024

  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 bought a years supply of Alcon contacts 700 dollars in May 2024 with rebate of 100 now they denying my rebate with no info as to why this happened last year they never honored my rebate but I let it go but this year again I was foooled to buy their brand a years worth and the rebate denied this is fraud

  

  Business Response

  Date: 07/12/2024

  Hello,
  Thank you for allowing us to respond to complaint # 21979278.
  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:07/12/2024

  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 card from Alcon after purchasing a years supply of contact lenses, which I have done loyally for years. I was saving the card for a vacation/special occasion; however, I was shocked to realize the card had an expiration date. I didnt realize money expired and I had never noticed this on previous cards. I attempted to contact Alcon to see if they could re-issue the card; however it is impossible to speak to an agent. I attempted to contact Alcon by telephone but I was redirected to the website by an automated system and my call was disconnected. When attempting to initiate a live chat, I received a message that I had to create an account. When I attempted to create an account, I received a message that my card was expired. I understand I should have realized the card had an expiration date but I was hoping after years of loyalty, I couldve at least had an opportunity to speak to an agent to explain the situation and request a one-time replacement card.

  

  Business Response

  Date: 07/12/2024

  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: 07/13/2024

  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:06/14/2024

  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.

  Was sent a rebate by Alcon for $200 after purchasing the expensive contact lens. I was saving the card for a vacation. Just returned from vacation & was shocked to learn I couldnt use to the expiration date. What kind of nonsense it this? Im barely over the 2 week expiration . If you are going to offer a rebate then it should be a longer time of expiration. It doesnt endear me to the company and doesnt make me likely to repurchase Alcon products in the future.

  

  Business Response

  Date: 06/19/2024

  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.  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:06/13/2024

  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 a years supply of alcon 360 contact lenses at my optometrist office because I was told I should expect a 125 dollar rebate. My appointment was on 5/8/24, and I received my contacts on 5/10/24. I applied for the rebate on 5/28/25, which was well within the window I was given for the rebate. I supplied photos of all the necessary receipts/verification of purchase as well as a picture of a box of one of my contacts lenses with the serial number. For some reason I was denied, even though I was assured by my optometrist that I did indeed qualify for the rebate. Despite the rebate website saying I would receive an emailing stating the reasoning behind my denial, I was not even notified that my claim had been denied nor have I been given a reason. I have been using alcon contacts for years, partially because of their strong rebate program. I was excited to switch to these new 360s, but this experience has been frustrating and I will definitely consider it next time I'm due to buy more contacts.

  

  Business Response

  Date: 06/14/2024

   

  Hello,
  Thank you for allowing us to respond to complaint # ********.

  Upon investigation, it appears that the patient submitted his claim from the ONLINE-only website and selected the incorrect online clinic location.
  
  As the purchase date is still within the rebate program.  This claim can be entered and submitted.  In a separate email, the ****************** has contacted the patient, offering our assistance and if needed, we will be happy to submit an exception (appeasement) claim. 

   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:06/11/2024

  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 purchased Alcon branded contact lens and was supposed to receive a debit card. However the card was never delivered. Now I discovered that while reviewing my medical records and asked whether ********************** can reissue a card to me. However, Alcon refused to refund me the rebate money since the account had expired per them. it doesn't make sense that a rebate money simply expired when I didn't receive the card. I seek for further assistance on this matter.

  

  Business Response

  Date: 06/13/2024

  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:06/10/2024

  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 am writing to file a formal complaint against Alcon regarding their failure to honor a rebate offer and their misleading advertising practices. I have been a loyal user of ****** ********************** wearing Biofinity contact lenses for 20 years. However, following my most recent eye exam, my doctor recommended I switched to Alcons Total30 lens, which were promoted as more breathable and beneficial for my eye health.One of my primary concerns when switching brands was the cost. My eye doctor assured me that Alcon offered a $100 rebate for purchasing a years supply of lenses, making the cost comparable to what I was accustomed to paying. Trusting this information, I purchased a years supply of Alcon lenses and meticulously followed all the instructions provided on the rebate claim form.Despite adhering to all the requirements, my rebate claim was initially put on hold by Alcon, with a request for HIPAA documentation to fulfill the request. I found this request odd and irrelevant to a rebate claim, but I complied and submitted the additional information. After fulfilling this unexpected requirement, my claim was subsequently denied, citing an invalid location. This stipulation is not listed in the rebate requirements, which only state that the purchase must be made within ************* territories. My purchase met this criterion.This experience has left me feeling deceived and frustrated. It appears that Alcon is engaging in false advertising by promoting rebates to attract new customers without any intention of honoring these offers. This not only undermines consumer trust but also places an unfair financial burden on loyal customers who rely on these incentives to manage their healthcare expenses.

  

  Business Response

  Date: 06/11/2024

  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: 06/12/2024

  Complaint: 21829325
  
  I am rejecting this response because: I reached back out to Alcon third party vendor and they continued to state it's denied and the rebate will not be issued.
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 06/12/2024

  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 in the amount of $100.00   within the next ***** 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: 06/18/2024

  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. Customer stated that rebate has been reversed and approved. The system is showing pending without approval. I guess we shall wait and see.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/07/2024

  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 purchased contacts from my optometrist that included a rebate. My rebate was emailed to me and I have attempted to use it several times. I was only able to spend $37 of the $100 rebate. *** contacted the rebate provider via e-mail several times and the problem still exists. Im beginning to think Alcon is scamming consumers.

  

  Business Response

  Date: 06/10/2024

  Hello,
  Thank you for allowing us to respond to complaint # 21817761.
  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: 06/10/2024

  Complaint: 21817761
  
  I am rejecting this response because:
  
  They sent me an expired rebate ***** I attached a screenshot of the email from the rebate company. Is this a joke to them?

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

  

  Business Response

  Date: 06/11/2024

  Hello,
  Thank you for allowing us to respond to complaint #********
  Alcon has reissued a new virtual **** card and was sent to the patient on 6.10.2024.
  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: 06/12/2024

  Complaint: 21817761
  
  I am rejecting this response because:
  
  I did not receive a response with a new rebate, I received an email with information to retrieve an expired gift card. Attached is the screenshot of the email. The problem still exists. 
  
  Regards,
  
  ***********************************

  

  Business Response

  Date: 06/13/2024

  Hello,
  Thank you for allowing us to respond to complaint #********
  Alcon has reissued a new virtual **** card and was sent to the patient on 6.10.2024.
  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