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:01/30/2024

  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 fulfills rebates for contact lens purchases by issuing prepaid debit cards. They are intentionally and knowingly putting an unreasonable expiration date on their prepaid debit cards, and refusing to reissue the cards after expiration. Alcon is not making it clear that the cards expire 5 months after issue. By hiding this, they have a better chance of pocketing the money themselves. For my specific situation, my contact lens purchase was made in March 2023. The card arrive in the mail in May 2023. The expiration date on the card was September 2023, and the card issuer refused to replace the expired card after November 2023. This is an unreasonable timeframe to purge a prepaid debit card.

  

  Business Response

  Date: 02/01/2024

  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 a replacement prepaid card be sent out to the customers address on file. 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

• Initial Complaint

  Date:01/12/2024

  Type:Delivery 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 got eyeballs from this store and they said it shipped the day before yesterday, I looked and it said **********, who does that

  

  Business Response

  Date: 01/17/2024

  
  Hello,
  Thank you for allowing us to respond to complaint 21123372.
  Alcon takes reports of complaints from our customers very seriously.  Please provide specific product that was purchased and where the product was purchased from in order to assist with this inquiry. 
  
  Thank you,
  Alcon Vision, LLC.

• Initial Complaint

  Date:12/05/2023

  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.

  Im a 71 year old disabled veteran and the VA recommended that I have cataract surgery. Because of the proximity to my house, I choose Allinas vision care facility in **** Rapids, **.On my pre-op visit to Allina, the nurse basically asked me what lens I would like? She stated the mono lens will correct only the far vision and the specialty lens (ACRYSOL 10 VIVITY Lens) will correct both near and far vision. I chose the specialty lens, with an out of pocket expense of $4200 ($2000, going to Allina for professional services and $2200 to Alcon for the actual lens). In my brief pre-op visit, the surgeon basically said the same. At no time during this visit with the surgeon or nurse, did either inform me that I would not be able to see anything close such as a computer screen, cell phones, books or labels at a store, if using the specialty lens without reading glasses. On March 1st 2023, I had cataract surgery on my right eye. During the post op meeting after that surgery, I informed the surgeon I couldnt see anything close. He stated it takes a while for the brain to adjust and the fact the other eye is stronger and it will be fine after both eyes are done. Again, never said a word about reading glasses.A week later I had surgery on my left eye. On May 23, I met with the surgeon again and complained I couldnt see anything close. Thats the first time I was informed that I will need reading glasses. Ive since complained to Allina about paying for something I didnt receive (a lens that should ensure I could see near and far without glasses), and they refunded the professional fee of $2000.When I contacted Alcon with my concern and asked for a refund, ******************************* (customer service @ ************** option 3) denied my request and informed me Allina should have told me in advance that near sighted vision would not be corrected. When I asked her why the brochure didnt inform me, she said those customer brochures are fluffed up.

  

  Business Response

  Date: 12/11/2023

  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 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: 12/13/2023

  Complaint: 20956510
  
  I am rejecting this response because: Alcon did or say nothing to resolve the problem they created by marketing an inferior product.  Secondly, there marketing material, provided to the customer, (which **********************'s customer service department refers to as "Fluff") makes no mention of the fact, after the customer and ******** pay $20,000 for there lens and procedures, the consumer is no better off than when they walk into surgery. 

  It's a great system....Alcon produces an inferior product, then blames the surgeon for not warning the customer that he will be implanting an inferior product. 

  Assuming the surgeon implanted the correct lens, the lens I received is no better that a typical mono lens.  I did not receive an upgrade, therefore I should not need to pay for one.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/23/2023

  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.

  Very dissatisfied I purchased 2 double packs of your solutions with discs and there was only 1 disc vial and it leaked in both packages .

  

  Business Response

  Date: 10/23/2023

  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 report the complaint with Alcon. Our ***************** and Compliance team has received the complaint and is working on contacting the customer for reconciliation.
  For reference, your Alcon complaint case number is *******. Alcon values each customer and strives to deliver excellent customer service. We regret that our customer had a less than optimal experience. If you have any further questions, please contact us at **************. 
  
  Thank you,
  Alcon Vision, LLC.

  Customer Answer

  Date: 10/24/2023

  Complaint: 20768947
  
  I am rejecting this response because:  they are doing nothing to reimburse me for the defective items or damage to my counter top!! 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 10/31/2023

  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 is working on contacting the customer for reconciliation from the previous complaint. 
  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: 11/01/2023

  Complaint: 20768947
  
  I am rejecting this response because: they have not made any resolution . They want to send me a product my dr doesn't want me to use. I told them that plus I have damage to my counter due the the chemical leaking out of the container !!! 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 11/22/2023

  Hello,

  
  Thank you for allowing us to respond to complaint #********.
  Based on the information received from our ***************** and Compliance team, we have determined that Alcon is not able to refund the customer based on their complaint for replacement or reimbursement of their countertop. Any refund discussions or replacements for Alcon products have been made between the customer and our ***************** and Compliance team.  
  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: 11/27/2023

  Complaint: 20768947
  
  I am rejecting this response because: I do not feel I was reimbursed enough!  Besides the damage to my countertop I am short 4 disc holders since the 4 I have were cracked ! 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/25/2023

  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 a year's supply of contacts counting on the rebate I'd been told was related to the purchase. Otherwise I'd just have opted for the 3 month supply of a different brand. I made the switch and purchased the Alcon contact lens product, submitted all my info for the rebate. Got approved and got sent a link to claim my rebate but the links don't work and there is no way to reach the company to receive my payment. *************** more like a scam business than a legitimate company. I want the money I'm owed. Below I provided all the proof of the purchase as well as the link email that does not work.

• Initial Complaint

  Date:09/19/2023

  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 purchased Alcon Contacts at ******* and filed a rebate form for $60.00 back in June of this year. I have yet to receive my rebate. They acknowledged the fact that I have one coming but have yet to send it. I have made several phone calls and have gotten the run around. I called again on 9-8-2023 and talked with ************ who sent me an email stating that my rebate was approved on 6-28-2023. I have been checking the link she sent to watch for my rebate and it has never been issued. I am not happy about this and am looking for resolution soon!

  

  Business Response

  Date: 09/26/2023

  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. 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, LLC.

  Customer Answer

  Date: 09/26/2023

  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:09/14/2023

  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.

  Hello. I purchased Alcon contacts on May 23,2023. I received the information to submit the claim via my doctor and went online to enter my purchase information. I submitted all documentation on 6/7 and received the following case id number **********. For several days following, I checked the status of the rebate online and there were no updates. I then discontinued checking and expected that I would hear back from the company in due time with the rebate. I realized several weeks ago that I had not received the rebate so I checked in and saw that it had been denied but I had received no notification. Upon following up with Alcon they responded that it was denied, that they had sent an email, but they were aware that often emails do not reach customers. They also said it was too late and my refund was still denied. I responded and asked for consideration given I had been provided with no info or recourse. They then followed up again and said it was considered but denied again. My hunch is that this system is set up to fail so that customers will likely not receive notice, not receive a rebate and ultimately forget. I did not forget but did overlook this for a few months. I still have all my receipts so am unsure what makes it difficult for them to provide this rebate. I would appreciate any help.

  

  Business Response

  Date: 09/21/2023

  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. Customer should be receiving a Visa Prepaid Card in the amount of $300 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, LLC.

• Initial Complaint

  Date:09/08/2023

  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 a years supply of contacts at my doctors office on 4/27/23 for $1000. The reason I purchased a years worth of contacts was to get a $100 rebate from the manufacturer. On 5/20/23 I applied for the rebate online and submitted all of the necessary information. On 5/25/23, I received an email stating that my claim was on hold because "missing all documentation. please attach required documentation." I thought this was strange because I had submitted everything! So I went back in and saw that all of my documentation was submitted and you can even see the size of each document and I even opened them! On 6/15 i decided to just send them to docs attached to the email. Shortly thereafter I received an email stating that my rebate submission was declined because they didn't receive valid documents in time to verify my purchase. The strange thing is they did a similar thing last year too when they actually had the documentation. I'm starting to think this rebate is a scam and am wondering how many other people they are doing this too. I can show proof that I uploaded all of the documents within the timeframe. Also, The rebate states it needs to be submitted within 60 days of purchase - I purchased them on 4/27/23 and submitted all of the info on 5/20/23 AND I sent all docs again in an email on 6/26/23 which is still within 60 days of purchase of my contact lenses so there is no legit reason why they shouldn't be submitting a $100 rebate to me. So to summarize:5/20/23 - I submitted rebate form and all necessary documentation 5/25/23 - Received an email from Alcon stating my rebate was on hold because all docs were missing 6/15/23-I emailed them back stating that I was confused because I submitted all of the information and I even went and checked it online. They responded on the same day they responded saying all of the docs were corrupted (they didn't say that the first time as the docs were fine and I even checked).

  

  Business Response

  Date: 09/08/2023

  September 8, 2023
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: Complaint #********, *********************
  
  Dear *****,
  
  On August 18, 2023, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding an Alcon Rebate claim UZJ7LDDLDL that has been declined despite having submitted required documentation on time.
  
  In researching this claim, it appears that the rebate program in question is not associated with a Blackhawk-owned or managed program. While Blackhawk is the program manager for several rebate types, we are unable to locate any Alcon rebate program that is supported by Blackhawk. We recommend having Mx. **** contact the **************** phone number or website listed on the rebate submission website representative may provide assistance relevant to the rebate program in question. We sincerely apologize for any inconvenience Mx. **** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to ** with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  *****************
  ****, ** 89521
  www.BlackhawkNetwork.com

  

  Business Response

  Date: 09/08/2023

  September 8, 2023
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: Complaint #********, *********************
  
  Dear *****,
  
  On August 18, 2023, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding an Alcon Rebate claim UZJ7LDDLDL that has been declined despite having submitted required documentation on time.
  
  Our records show that ********************** is no longer with Blackhawk Networks, and as such the information provided is inaccurate. The information that was provided by Mx. **** shows a website that is not associated with a Blackhawk Networks-affiliated call center, and we have confirmed that Blackhawk does not address Alcon rebate issues. We sincerely apologize for any inconvenience Mx. **** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to ** with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  *****************
  ****, ** 89521
  www.BlackhawkNetwork.com

  Customer Answer

  Date: 09/12/2023

  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.
  

  by the time my initial complain was forwarded to ever BBB office in *****************, the company had already resolved the issue
  
  Regards,
  
  *********************

• Initial Complaint

  Date:09/07/2023

  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 Alcon contacts and submitted the rebate materials. On August 28, 2023 I received the physical **** rebate card for $75. I logged in to activate it and set up a PIN number. Since that time, I have attempted to use the card several times. Every time I attempted to use it, it was refused. I have seen on this site that others have had the same problem. It is very frustrating, and embarrassing to have the card refused. I would like help resolving this issue with a replacement card, and/or information on fixing the problem.

  Customer Answer

  Date: 09/07/2023

  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:08/08/2023

  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.

  Transaction is with ****** an Alcon-owned company.Date of original transaction/order: 8/1/2023 Paid $190.00 for an order of contacts.The order was never delivered to me despite the shipping carrier saying that it was. Alcon/***** customer service said they would refund my purchase and take up the issue with the shipping carrier. Alcon/***** has now denied my refund and I'm out $190.00 and have no product.Order number: M0801234Z04T8O-ABB I have uploaded confirmation of the order from ***** and the photo from ***** which ***** claims is evidence that the package was delivered.

  Customer Answer

  Date: 08/09/2023

  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,
  
  *********************