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:07/26/2023

  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.

  My optometrist office recommended me to switch from Acuve to Alcon dailies total one one days and told me it was a great product. I placed my order and right before the pandemic. Shortly the pandemic happened and since the office was closed, I received my contact lenses almost a year later. I did not realize that the contact lenses had the shortest shelf life in the contact lenses market. (Alcon 2 years vs Acuve 4-5 years expiration date from manufacture.)I purchased these in 2020 received them in 2021 and I got several boxes again throughout the year. I am half way through this box when I noticed that it was expired. I now have 2 unopened boxes of contact lenses that due to the pandemic, i was not able to get (one year gone). I tried to reach out to Alcon and when they called me back they told me since its expired there is nothing they can do without even listening to what took place. (spoke to **************** on 7/26/23 at 12:30PM pacific time). Note that these lenses cost $135 a box and I have now 2 unopened and unusable boxes due to the shortest shelf life contact lenses and partially because the pandemic happened, I was not able to get it to use it. I am utterly disappointed in how unreasonable this company is and how unwilling to help their customer service representative is.

  

  Business Response

  Date: 07/31/2023

  Hello,
  Thank you for allowing us to respond to complaint #********.
  Alcon takes reports of complaints from our customers very seriously. We have determined that Alcon is not able to refund the customer based on their complaint. Any refund discussions or replacements will need to be between the customer and the place of purchase.
  ********************** values each customer and strives to deliver excellent customer service. We regret that our customer had a less than optimal experience.
  
  Thank you,
  Alcon

  Customer Answer

  Date: 07/31/2023

  Unacceptable - will not be purchasing Alcon products in the future and will not recommend. 

• Initial Complaint

  Date:07/24/2023

  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.

  Purchased a years supply of contact lenses based on the $200 Alcon rebate promised with proper documentation from eye care provider. No issues getting approval for the rebate but the rebate card provided failed to be accepted at any normal establishment that takes *************** at point of service. Following multiple attempts, the card failed to be approved and I was unable to use the rebate amount provided. Upon contacting their third-party support, receive canned responses that card was issued and has specific terms about expiration if not used. Great business model to provide a rebate that cant be used with an expiration date that allows them to keep the rebate funds. I tried to resolve but company will not reissue a card to try again. **************************************************** more with Alcon products. No more. Deceptive practices are no way to win future customers. I paid in full for the services provided to me by my doctor and Alcon. Convenient that Alcon doesnt have to provide working rebate cards thereby, raising my purchase price significantly above their competitors.

  

  Business Response

  Date: 07/31/2023

  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 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 replacement of their virtual card. We have emailed the redemption details and extended the date on the virtual gift card.  
  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: 07/31/2023

  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. Once Alcon engaged directly, the matter was handled professionally and responsibly. Their third party processor should be further evaluated as they do not represent Alcon in a positive light. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:07/07/2023

  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.

  I decided to go with Alcon contacts for my son due to the $200rebate that was offered. As the rebate brochure stated purchases made between 1/1/23 and 6/30/23, I thought I had until the end of June to submit. Unfortunately my error was that it needed to be submitted within 60 days of purchase and my claim was denied. I acknowledged my error (submitted 2 weeks late), apologized, and requested reconsideration as my first time working with this contact lense company. I was told no and asked if I could be referred to a supervisor or manager. A prompt response was received which stated it looked as though I had submitted the required information and it could be sent on to be considered for a one-time exception. I was told that the decision would be final and nothing g else could be done. Shortly after I was notified it was denied. I then called the support phone number and reached the person who stated that she was the one I had been communicating with and that she told me that the decision would be final. I stated that my concern, even though it was my error with the date, is that I was never able to directly communicate with someone about reconsideration of the claim. Her response was that it is not possible for me to talk to someone else and that the decision is final. It is troubling that there is not the option to reach out and communicate with someone about a policy concern.

  

  Business Response

  Date: 07/11/2023

  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 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.

• Initial Complaint

  Date:07/05/2023

  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.

  Purchased a year's supply of Alcon's Precision 1 daily wear contacts for astigmatism, because rebate offered by Alcon only applied to purchase of that length of time. Would have purchased a lesser amount with the promise of a rebate.Filled out the forms several times (online) and consulted their online chat and help line to no avail. I don't think it's possible to get the promised rebate ($125) from this company.

  

  Business Response

  Date: 07/11/2023

  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 rebate vendor to obtain information concerning the rebate submission. Based on the information received from our Rebate Vendor, they have made multiple attempts via phone and email to reach customer and have not had a response. 
  Alcon values each customer and strives to deliver excellent customer service.  We regret that our customer had a less than optimal experience with our rebate process. If customer has any further concerns, we ask that they please call Alcons Rebate Vendor at ************** and they will be happy to assist.
  
  Thank you,
  Alcon Vision, LLC.

• Initial Complaint

  Date:07/05/2023

  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.

  I've been an Alcon Precision customer for two years. The rebate marketing material attached to my purchase receipt this year (2023) was misleading. In bold print and in multiple areas, it says that the rebate is valid on purchases made between January 1 and June 30th. I submitted the written and photo documentation within the deadline, but was ineligible without an explanation. Apparently, there was a second stipulation in fine print about also needing to submit within 60 days of purchase. I reached out to their email support for clarity and to see if a one-time exception could be made. The automated response said that a rep would be in contact within 24 hours. After 48 hours, I received a copy/paste type response with no humanity involved. I understand that it is my fault for not seeing the fine print. However, the company should have been more upfront with all their rebate stipulations. The formal/generic customer service response also left a bad taste. The way a company treats customers decides whether or not they'll get loyal, repeat customers.

  

  Business Response

  Date: 07/11/2023

  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 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: 07/11/2023

  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:07/05/2023

  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.

  I paid for a years worth of contacts on April 26--because the provider said if I did, I would recieve a rebate from Alcon. The lady at the office instructed me how to get my rebate. I filed the forms on line and have not received my rebate, nor did I recieve notice of denial-which when I tracked it tonight, said it was denied. I would NOT have purchased a full year of the product without the debate perk. case # UY6S3VL5SW

  

  Business Response

  Date: 07/06/2023

  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: 07/06/2023

  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:06/28/2023

  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.

  I received a digital token for a rebate of $200 from Alcon after I purchased a year worth of contacts. I lost the card, and they reissued charging me $10 for the recharge. From there, the rebate expired within 6 months. I called to request a new card but they refused to reissue. Most gift card companies honor the initial amount especially since the expiration date was very recent. They should honor the rebate and think about extending expiration times on their rebate cards.

  

  Business Response

  Date: 07/03/2023

  Hello,
  Thank you for allowing us to respond to complaint 20250420.
  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, LLC.

• Initial Complaint

  Date:06/22/2023

  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.

  A year supply of contact lenses were purchased with a rebate offer for our daughter. I have submitted all copies for the rebate of $75.00 on the rebate page for this company. It has yet to be straightened out. All the proper documents were submitted as given from the eye center for our daughter along with all purchase paperwork and box photos. The eye center and I have called the rebate center. I had to recall the eye center last week. Today, It says declined on the rebate page. The eye clinic has tried to get this straight as well with no luck. It has been pending over a month and today says declined. All the paperwork was submitted. This is a scam and I will not purchase from this company again. The rebate center is rude and unprofessional. I have no idea what the eye center will get done with this rebate scam this week. Im waiting for a call. We have communicated by text and phone with eye center since the date of purchase. The eye center keeps telling us it should not be this hard to get a rebate. I totally agree with this !

  

  Business Response

  Date: 06/26/2023

  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.

• Initial Complaint

  Date:06/07/2023

  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.

  I paid for a years worth of contacts in April. My eye doctor walked me through the instruction son how to get my rebate. I filed my Rebate and everything went through. I still have not received my rebate card.

  

  Business Response

  Date: 06/08/2023

  Hello,
  Thank you for allowing us to respond to complaint 20154820.
  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.

• Initial Complaint

  Date:06/07/2023

  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.

  I applied for and received a $100 rebate card for a one year supply of contact lenses purchase. The rebate card expired in less than a year from when I received the contacts. I still have contacts left from the purchase. I would like for the rebate card to be replaced.

  

  Business Response

  Date: 06/12/2023

  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 prepaid card be reissued with 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.