Alcon Laboratories, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.
Five months behind on a rebate is unacceptable.   I have been calling since Feb to get this resolved.  Being behind would be 10-12 weeks instead of the 6-8 weeks as promised in your rebate form not 5 months like in my case.  At this point I want a check  sent overnight for the $160 I paid for the contacts since your company failed to honor it rebate program and false advertised.  I received nothing but run around since Feb and I want my money back.  This is unacceptable on every level.  I have been promised this rebate since March and it is May now.  I am done waiting and want my $160 back in forms of a check overnighted. 
Regards,
[redacted]

10-18-16 Hello,Via private email, Mr. [redacted] was contacted by Alcon.  On October 12th, Mr. [redacted] was sent a rebate code and instructed where and how to log on to our rebate site.  He was also given our Alcon Consumer Care Team phone number, [redacted],  if he...

experiences any further issues.  As of this date, a reply has not been received back via his private email.  Thank you,Alcon Laboratories, Inc.

August 11, 2017 Hello Ms.  [redacted],Thank you for reaching out to us in regard to your Dailies ACP Rebate submission.  Our Rebate Group has been contacted for further research and information.  Thank you for your patience as we investigate your complaint.  Thank you,Alcon...

Laboratories, Inc.

February 2, 2018
Hello,
Thank
you for allowing us to respond to complaint # [redacted].
Alcon
takes reports of complaints from our customers very seriously.  Upon
receipt of  Mr. [redacted] 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 the rebate
submission be validated and he receive payment.  Mr. [redacted] should be
receiving a Visa Prepaid Card within the next 2 weeks.
Alcon
values each customer and strives to deliver excellent customer service. 
We regret that Mr. Bullington had a less than optimal experience with our rebate
process. If he has any further concerns, we ask that he please call our
Consumer Care Line at 1-800-757-9195 and they will be happy to assist.
Thank
you,
Alcon
Laboratories, Inc.

10-9-2017 Hello,We have reached out to our Rebate Group and had this rebate submission reversed to an approved status.  The consumer should receive a confirmation email of approval  within a few days.  We apologize for this inconvenience. Thank you,Alcon Laboratories, Inc....

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I finally received what I had orginally submitted for.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I called Alcon and verified that Pricesmart was acceptable to purchase from and receive the rebate. They said “yes”. I see clearly in other people’s complaints they did not honor their proposed rebates. Very disappointing and deceitful. I will NEVER buy Alcon  lenses again and I will make sure to spread the word of the company’s deceitfulness.[redacted]

November 6, 2017 Hello,Our 2017 rebate group states this rebate claim was paid on November 1, 2017, and a payment email was sent.   As of Friday, November 3rd,  the reward had not been redeemed.  The rebate group re-triggered the email.  The email is from...

[redacted] We have a 2016 submission for Ms. [redacted] and she was awarded and used a $200.00 card for the Dailies Program.   Thank you,Alcon Laboratories, Inc.

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, this is a recurring theme with many people who have ligitamitely filed for a rebate providing all the required documents. More info on customer complaints about rebates can be found on this public website: [redacted]
Apparently the Alcon business practice is to deny the rebate at first, hoping the customer won't bother to follow up.  Those who do follow up and complain sometimes get their rebate after additional involvement.  Bad practice all around.  The rebate department staff should be better trained on the moral and legal obligations of offering a rebate and look at the forms customers provide to more accurately validate the Alcon terms and fulfill the promise of the rebate incentive to buy Alcon contacts. 
Regards,
[redacted]

December 1, 2017Hello,Thank you for allowing Alcon to respond to this complaint.  We have given our Rebate Group the directive to reverse the status of Mr. [redacted] submission from a denial to an approved state.  This process may take a couple of days.  Once the approval status is...

in place, Mr. [redacted] will receive an email from [redacted].  This email is a payment email, and Mr. [redacted] will need to make a selection between 2 payment options. The link in this email does expire, so we ask that if he does not see a payment email in the next few weeks, to also check the spam folder, as these emails do sometimes fall into Spam.  We apologize to Mr. [redacted], and appreciate this opportunity to make it right for our consumers.  Thank you,Alcon Laboratories, Inc.

February 2, 2018Hello,Thank
you for allowing us to respond to complaint #[redacted].Alcon
takes reports of complaints from our customers very seriously.  Upon
receipt of  Mr. [redacted]  complaint, we immediately contacted our rebate vendor
to obtain information...

concerning his rebate submission.  Based on the
information received from our Rebate Vendor, we have asked that Mr. [redacted] rebate
submission be validated and he receive payment.  Mr. [redacted] should be
receiving a Visa Prepaid Card within the next 2 weeks.
Thank you,Alcon Laboratories, Inc.

10-26-17 Hello,We have reached out to our Patient Safety Team and they report that Ms. [redacted] refund was paid on 10-17-2017 via check number [redacted].  Refund requests typically take 6-8 weeks, but unfortunately due to some changes in our system, Ms. [redacted] took a bit longer than...

expected.  We apologize she has had to wait longer than usual.  They report they reached out to Ms. [redacted] on October 24th and left a message.  Thank you,Alcon Laboratories, Inc.

January 29, 2018 Hello,Thank you for allowing Alcon to respond to Ms.[redacted] complaint, number [redacted].
Alcon
takes reports of complaints from our customers very seriously.  Upon
receipt of  Ms. [redacted] complaint, we immediately contacted our rebate
vendor to obtain...

information concerning her rebate submission.  Based
on the information received from our Rebate Vendor, Alcon supports the decline of her rebate submission.  Ms. [redacted] complaint states "There was no indication that I was supposed to scan 8 individual bar codes rather than the one box they all came in." In our online submission process, the consumer is asked to submit a rebate code. Once the rebate code is entered, the attached document is what the consumer sees next. The second line of this document states: "A copy of one (1)  original UPC code from one box of eligible contact lens purchased."Alcon did not need a scan of her 8 UPC's, the requirement is for only one (1) UPC.  Ms. [redacted] sent the UPS bar code from the box her contact lens were shipped in, and unfortunately, that is not a supporting document for a rebate. Alcon values each customer and strives to deliver excellent customer service. We regret that Ms. [redacted] had a less than optimal experience with our rebate process. Thank you,Alcon Laboratories, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted] This response from Alcon does NOT address my concerns, for the following reasons:1) I realize they never stated they would reimburse me for loss of wages, that is my whole dispute.  They should be reimbursing me and they refuse.  2) I will not communicate moving further with their medical department, I do not trust this company.  I would like to be compensated fairly, for the monies I lost, which includes a day and a half of work.  Just because they note that is their policy does not mean it is reasonable or more importantly to be accepted.   Thank you

August 4, 2016 Ms. [redacted]Thank you for bringing your rebate concern to our attention.  We have reached out to the rebate group and they have returned the following information.
Each  of the
3 rebates were only processed for $25 because the receipts did not clearly
indicate a 1yr...

supply. The 1yr supply qualified for $35 so the following
appeasements were created to issue 3 $10 cards for the missing amounts from
each.
Tk#[redacted] and
tk[redacted]  - $20 appeasement issued in tk#[redacted] for combine $10
missing from each original card. 2-3 weeks for the customer to receive
Tk#[redacted] -$10 appeasement issued in tk[redacted] – Card was sent for
printing 08/03/16 – 15 days for the customer to receiveWe sincerely apologize for this inconvenience and thank you for your patience.Alcon Laboratories, Inc.

February 2, 2018
Hello,
Thank
you for allowing us to respond to complaint #[redacted].
Alcon
takes reports of complaints from our customers very seriously.  Upon
receipt of  Ms. [redacted] complaint, we immediately contacted our rebate vendor
to obtain information...

concerning her rebate submission.  Based on the
information received from our Rebate Vendor, we have asked that Ms. [redacted] rebate
submission be validated and she receive payment.  She should be
receiving a Visa Prepaid Card within the next 2 weeks.
Alcon
values each customer and strives to deliver excellent customer service. 
We regret that Ms. [redacted] had a less than optimal experience with our rebate
process. If she has any further concerns, we ask that she please call our
Consumer Care Line at 1-800-757-9195 and they will be happy to assist.
Thank
you,
Alcon
Laboratories, Inc.

October 23, 2017 Ms. [redacted],We apologize for this delay.  We have alerted our Rebate Group that you have not been contacted.  As soon as we receive further information, we will update you.  Thank you,Alcon Laboratories, Inc.

February 26, 2018Hello,Thank you for allowing us to respond to complaint # [redacted]
Alcon
takes reports of complaints from our customers very seriously.  Upon
receipt of  Mr. Maher's complaint, we contacted our rebate
vendor to obtain information concerning his rebate...

submission.  Based
on the information received from our Rebate Vendor, Mr. Maher's rebate submission was paid out on February 16th and redeemed on February 18th.
Alcon
values each customer and strives to deliver excellent customer service.  We
regret that Mr. Maher had a less than optimal experience with our rebate
process. If Mr. [redacted]  has any further concerns, we ask that he please call our
Consumer Care Line at 1-[redacted] and they will be happy to assist.
Thank
you,
Alcon
Laboratories, Inc.

Hello,Ms. [redacted] rebate has been confirmed as being valid and on 9-8-2017, Ms. [redacted] elected to receive her payment via a Virtual Prepaid Card.  Thank you,Alcon Laboratories, Inc.

August 3, 2016 Ms. [redacted]We apologize for this inconvenience, and that you have had to contact our Rebate group so many times for updates.  We reached out to them today, and even though they tell us 10-15 days, they cannot guarantee it.  They assure us they are doing a massive amount...

of cards, and getting them processed as quickly as possible. Please know you will receive your rebate, it is just unfortunate that it is taking longer than expected. We understand that this does not resolve your complaint, but the vendor is working towards the resolution. Again, we apologize for the time frame and the inconvenience.  Thank you,Alcon Laboratories, Inc.