Alcon Laboratories, Inc.

April 9, 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 the...

rebate submission.  Based on the information
received from our Rebate Vendor, we have asked that her rebate submission be
validated and she receive payment.  Ms. [redacted] should be receiving
a Visa Prepaid Card within the next few 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 Alcon’s
Consumer Care Line at 1-800-757-9195 and they will be happy to assist.
Thank
you,
Alcon
Laboratories, Inc.

December 1, 2017Hello,Thank you for allowing Alcon to respond to complaint number [redacted].  We have asked our Rebate Group to make the value of this rebate submission right.  The consumer should soon receive an email confirmation, and a request to make a payment choice. 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.
Regards,
[redacted]

10-11-17 Hello,We have requested that your rebate submission be approved.  Please look for an email from our rebate group alerting you to your approved status.  You should receive that email within a few days.  We apologize for this inconvenience. Thank you, Alcon...

Laboratories, Inc.

9-19-17 Hello,In reaching out to our Rebate Group, they report that the documents sent in were not legible.  If you haven't already resubmitted the documents, there is still time to claim your rebate within the 60 day window! Your original purchase date was August 8, 2017. Your 60 day...

window is still open until October 8 to resubmit legible documents so your rebate claim can be validated.  Thank you,Alcon Laboratories< Inc.

Complaint: [redacted]
I am rejecting this response because:I have the required documents valid from the 2016 rebate period.  I was not provided a fair opportunity to check the status of my claim and it is not my fault that Alcon didn't provide an opportunity to check the status.  Additionally, the response that the rebate period has ended is unacceptable to me.  I submitted my rebate materials in late December, and was notified I would receive a rebate in 8 weeks.  This means it was actually not possible for me to follow up on this claim in the time frame required by Alcon, as it was only after 8 weeks (in February 2017) that I became concerned about the status of my rebate. This rebate offer was the sole reason I purchased contacts from Alcon and I will consider pursuing other avenues for resolution if necessary.
Regards,
[redacted]

August 3, 2016 Hello Ms. [redacted]We apologize for this inconvenience, and the long wait.  We have reached out to our Rebate team to inquire about the status of your rebate, and we are being told the same.  We have experienced a heavier than normal response to our rebates, and our team...

is working diligently to process them as quickly as they can.  We understand that this time frame is outside our stated 6-8 weeks, but rest assured that your rebate is being processed, and you will receive it.  We understand that this does not resolve your complaint, but our Rebate team is working on it for you.   Thank you,Alcon Laboratories, Inc.

Blackhawk
Engagement Solutions is responding to a letter of complaint that we received from
your firm regarding consumer [redacted] submission. [redacted] submitted to receive a $45.00 Alcon Vision Prepaid Card for the
purchase of DAILIES Aqua Comfort Plus contact lenses from WAL-MART...

CONTACTS.COM on
07/18/15. The original postmark date was 07/25/15 and the rebate submission was
data entered on 07/25/15 as valid. [redacted] imported file was sent to the
fulfillment center on 07/25/15 for processing of the $45.00 Alcon Vision
Prepaid Card. On
10/01/15, 10/15/15, 10/29/15 and 10/30/15, [redacted] contacted our company
via web chat/email/phone in regards to the status of his rebate submission.
Then on 11/02/15, [redacted] $45.00 Alcon Vision Prepaid Card was sent to
the printer for processing of the reward. On 11/02/15, a representative from
our Call Center contacted [redacted] and left a message on his VM stating
that $45.00 Alcon Vision Prepaid Card would be received within 15 business days
of the issue date. Our
records indicate the following pertaining the complaint/$45.00 Alcon Vision
Prepaid Card filed by [redacted]  Please refer to the information listed below:

Complaint: [redacted]
I am rejecting this response because:This response does not address the fact that Alcon Laboratories does not communicate with customers when rebates are denied in hopes that the rebate owed is forgotten by the customer.  It is ridiculous that it takes a submission to the Revdex.com to get this company to respond.
Regards,
[redacted]

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.  The card was received today in good condition.  No further action needed.
Regards,
[redacted]

December 8, 2017 Hello,Ms. [redacted]' rebate did contain documents that were not readable, therefore out of scope of our Terms and Conditions. However, our Rebate Group is appeasing the submission. The claim number for the appeasement is 17133778. Ms. [redacted] can use this claim number and...

follow her case online.  She will receive a confirmation email notification within the following 2 weeks.  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.
Regards,
[redacted]