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:06/07/2024

  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 purchased my childs first year supply of contact lenses from the ophthalmologists office. We went out of our way to purchase them there rather than online because the manufacturer, Alcon, offers a rebate. I provided all required documentation to Alcon for the rebate and continue to get the runaround. They keep requesting clarification of where we bought the contacts despite my uploading an itemized invoice from the ophthalmologist several times. The invoice is on the offices letterhead and shows all services and products paid for for my daughter.

  

  Business Response

  Date: 06/10/2024

  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: 06/10/2024

  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:06/06/2024

  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 total 30 lenses from contact lens king on 7/23/2023. Contact lenses advertised as 30 day lenses. They only last about 7 days. I complained when I first got them and got ignored. I also contacted the retailer contact lens king about returning the unopened products but I had written on the boxes(labeled left/right lenses) and they wouldn't take them back.Alcon has a money back guarantee. They are denying my claim based on false information. The supervisor I spoke to lied to me multiple times. They don't know what they are talking about. They claimed contact lens king sold me the lenses illegally. I would like the bbb to step in and help with this situation.Alcon is false advertising and lying about their money back guarantee. The product is bad I would like my money back. The problem is the product and has nothing to do with anything their supervisor was claiming. They said because my prescription doesnt match they wont refund me. But the prescription does match. The lenses are IDENTICAL SPECS to what I was prescribed. The only difference is I was prescribed acuvue oasys, but I purchased alcon total 30. I was recommended the alcon total 30. The acuvue oasys was my previous lens. That is why the prescription says acuvue and not alcon. I did not order incorrect lenses. The only difference is the brand. Denying the refund claim based on this is honestly insane and unacceptable.I would also like to note there is a typo on my prescription that I attached. It says 8.4 for both base curves. When the lenses do not come in that. It is 8.6 for the astigmatism contact and 8.4 for the regular contact. There is no way to get 8.4 base curve in astigmatism lenses. They tried to say I ordered the wrong prescription because of that too but its simply not possible to get that. Its a typo.I have been trying to get a refund for these since I bought them. Please for the love of god help me.

  

  Business Response

  Date: 06/06/2024

  Hello,
  Thank you for allowing us to respond to complaint # 21808344
  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 is not able to refund the customer based on his complaint. Any refund discussions or follow up medical needs will need to be between the customer and the doctor's *******
  ********************** 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: 06/06/2024

  Complaint: 21808344
  
  I am rejecting this response because: They are not giving a real or logical reason to why they are denying the claim. They have a money back guarantee. The doctors office is not the ones that would be paying me back for my contacts. The retailer is also not at fault here. The contacts performed far worse than expected. They should last 30 days as advertised but lasted about 7 days. I have been contacting alcon since I got the contact lenses and they are making it impossible to get my money back.
  
  The supervisor from your quality assurance team that made the decision to deny the claim is extremely incompetent and lied multiple times. How can we trust her to make a decision when she doesn't even know what she is talking about? Why are you guys making it impossible to get my money back when you(alcon) are the ones that have this guarantee in place.

  I expect a full refund for the contact lenses. Its totally unacceptable for a product to last less than 1/4 the advertised time.

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

  

  Business Response

  Date: 06/10/2024

  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 are currently reaching out to Contact Lens King to obtain information concerning the incorrect product being sent to the consumer and see if we can resolve this matter.
  
  Thank you,
  Alcon Vision

  Customer Answer

  Date: 06/10/2024

  Complaint: 21808344
  
  I am rejecting this response because: I already spoke with contact lens king as well. Contact lens king did nothing wrong. They followed the passive verification guidelines. The incorrect lenses were not sent. The lenses are identical in prescription the only difference is the brand. I tried the alcon total 30 because I heard they were good. They are not. Its really that simple. 

  Please stop trying to pass the blame onto someone else. Alcon is at fault here. For making a bad product and not honoring their money back guarantee.

   

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

  

  Business Response

  Date: 06/25/2024

  Contact Lens King fulfilled the order for this customer. The customers prescription was not for ********************** lenses, per our Quality and Compliance team, they could not refund lenses that were not prescribed for the patient. The customer would have to speak to Contact Lens King about any refund policy. We are not able to contact Contact Lens King on behalf of the customer.

  Customer Answer

  Date: 06/25/2024

  Complaint: 21808344
  
  I am rejecting this response because: I do have a valid prescription. The brand of the lens on the prescription doesn't matter. It is identical specs. You are just making up any excuse you can think of so you can deny this claim. Contact lens king is not at fault here. They did everything properly. I requested the same lens but different brand. They verified it with my doctor passively. This is 100% legal when buying contact lenses and you should know this. You are trying to insinuate what I did was illegal. Alcon owes me money. I will not accept any resolution that doesn't involve a payout. You need to stop acting like I am taking money from your pocket. Its alcon's money just give me the refund.

  I obtained the contact lenses legally with a prescription. stop acting like this isn't the case. You are so fixated on the brand of the lens on the paper when it literally doesn't matter. I already explained why the brand is different multiple times but here it is again. I have used acuvue oasys lenses since I started using contacts. I was suggested to try using the alcon total 30 after my last doctors visit. So I bought them to try. How hard is that to understand? What part of that makes you think I don't have a valid prescription? The brand of the lenses on the prescription doesn't matter. Its the rest of the information that is important. If the alcon total 30 wasn't right then my doctors office would have said don't fill the prescription. It was PASSIVELY AUTHORIZED. I HAVE A VALID PRESCRIPTION. 

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

• Initial Complaint

  Date:06/05/2024

  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 4 boxes of Total30 6pk spending $296.00 after recommended by the dr ****** that I visited and expected $100 rebate. The misinformation provided for my claim to be on hold by the company had made me suspected that this is a scam, since I resubmitted the scanned copies of what were required numerous times. Finally i called the company and the agent apologized for not being clear with regard to the information needed on their autogenerated notice. I requested to know what exactly was needed and followed through and resubmitted the invoice (the only thing) which could not be read according to the agent on the phone. Soon after I received yet another notice via email indicating that my claim is on hold. i called in and requested to speak to the agent but was rejected. This conversation infuriated me since I was given yet another invoice submitted that could not be read, with 5 days left of the rebate being invalid due to my claim started almost a month ago, I am looking at the possibility of the rebate being rejected. I would have never purchased the one year supply if I knew how much time and energy required since I just wanted to give it a try. I will not be recommending this product to anyone and I will be letting my dr ****** know of the ordeal that I had to go through.

  

  Business Response

  Date: 06/10/2024

  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:05/24/2024

  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 purchased contact lenses through Alcon & earned a $75 rebate. The rebate was provided on a prepaid debit card that had an expiration of 8/23. I am now unable to access the money. I called & they just said too bad. I wasn't even aware of the expiration. Only a few months to use is ridiculous.

  

  Business Response

  Date: 05/28/2024

  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, 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: 06/05/2024

  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:05/23/2024

  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 purchased contact lenses directly from Alcon Vision, based on the promise of a $100 rebate. This rebate had an expiration date not clearly disclosed to the consumer, and reflecting an unreasonably small window of validity. I would like this rebate reissued. The practices implemented via this offer are discouraging - when discount sellers may provide a lower price for the same purchase when negating the promised rebate amount. It does not promote trust in a brand providing a medical product.

  

  Business Response

  Date: 05/28/2024

  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, 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: 05/28/2024

  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:05/20/2024

  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.

  Case ID [#*******] Claim Order: UGQRRKYGY4 Account ending in 1528 On October 26, 2023 I paid my Optometrist atnBell Vision Optometry $796.00 for a one-year supply of Alcon Dailies Total Contacts. I was told that I would receive a $300 pre-paid rebate as a first time customer. On Tuesday, November 28, 2023 around 2:15 AM PT mail thieves in our neighborhood that broke into my mailbox and several of my neighbors mailboxes and stole all of the mail inside. I awoke around 6:00 AM PT to learn about the theft from an email from one of my neighbors and immediately went outside to check my mailbox only to find the key lock to the mailbox was bent backwards allowing the thief to easily take all of the mail inside. One of the mail items that was in my mailbox was the $300 pre-paid rebate card for purchasing Alcon Dailies Total Contacts from my Optometrist at Bell Vision Optometry. Upon learning about the theft, I contacted Alcon **************** to report the incident. I have also filed a report with the **** since Mail Theft is a federal crime and felony. I never received my pre-paid card because it was stolen before I received it. I do not have the full 16 digit card number and all of the charges that were made on the pre-paid card are fraudulent. I have filed a claim for the fraudulent charges and and have been denied. I'd like to be issued a digital pre-paid card for the initial $300 rebate. If that is not possible, at the very least, I'd like Alcon to provide me with a pre-paid card for the remaining balance that was not spent by the thieves. The remaining balance not spent on the canceled pre-paid card should be around $90.

  

  Business Response

  Date: 05/23/2024

  Hello,
  Thank you for allowing us to respond to complaint #.21727602.
  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: 05/23/2024

  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:05/16/2024

  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.

  Hello,My name is *************************** and I ordered a year's supply of Alcon Precision1 Contacts in October 2023. I applied for a rebate, was approved, and received a $125 virtual **** gift card. However, soon after I received the gift card, I lost access to the card and it would not let me log into the portal to access it. My digital token is 71EB-1BEFF4-F641 and my claim number is #UQLJZVRHHV. I eventually received a notification that my card had expired which was confusing and surprising to me as no notice was ever given to me that this card expires, nor did I know that a gift card could expire. I have attached screenshots of all of the email communications that I received about the rebate. My optometrist directed me here to ask if the card could be reactivated. I would really appreciate it if you could reissue the card - thank you!

  

  Business Response

  Date: 05/21/2024

  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:05/15/2024

  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.

  In July 2023, I purchased 1 annual year of contact lenses from Alcon. In accordance with my purchase, I was provided with a rebate claim number (UXMFYQ5DHL). After jumping through a few hoops I was mailed a $125 rewards card. However, I was unable to use my rewards card and unable to get through to anyone at the number provided on the card or online. It was not until recently that I was advised how to speak to someone regarding my account. I was able to contact a representative over the phone who advised me that my account had zero funds on it and because my card expired within the last few months, I am no longer eligible for reissue. After explaining my situation and the issues I'd encountered, I was repeatedly told there is absolutely no recourse available, no form of appeal, and no alternate route to pursue, let alone someone else I could reach out to. This is greatly disheartening as I have elected to wear Alcon contacts for years as I believe they are a superior product to their competition, and have even had positive experiences when utilizing their customer service in the past. I am disappointed and consider their business practices to be considerably questionable, given my experience highlighted above. I would appreciate any opportunity to pursue some form of recourse, or at the very least, an explanation.

  

  Business Response

  Date: 05/22/2024

  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

  Customer Answer

  Date: 05/28/2024

  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:04/29/2024

  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 purchased contact lenses through Alcon and earned a $50 rebate. The rebate was provided on a prepaid debit card that had an expiration of 8/23. I am now unable to access the money otherwise owed to me.

  

  Business Response

  Date: 04/30/2024

  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, 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:04/24/2024

  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 received a $75 rebate that had an expiration but was never informed of the expiration.

  

  Business Response

  Date: 04/26/2024

  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 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