Alcon Laboratories, Inc.

July 10, 2017Hello Mr***,Thank you for contacting us regarding your purchase of SYSTANE ULTRA TWIN PACK, we appreciate your comments. Alcon currently has SYSTANE ULTRA HIGH PERFORMANCE TWIN PACKS on the market. One is labeled and packaged as a POCKET PACK with x 4ml
bottles. This package size is available to our consumers that need to carry their Systane Ultra with them, hence the smaller size to fit in a pocket. We do still have the SYSTANE ULTRA HIGH PERFORMANCE containing the x 10ml bottles on retail shelves as well. Attached is a picture of both products so you can see the difference in the packaging and compare to the product you purchasedAlcon stands behind our products and want our consumers to be satisfied. You may reach out to our Patient Safety Group @ *** *** or email, *** if you would like to request a refund or replacement for your product Thank you,Alcon Laboratories, Inc

Complaint: ***
I am partially rejecting this response because:I am unable to follow the rebate for code as approved on 10/23/with the number ***. It redirects me to a legacy rebate system that will not load. I accept the $rebate has been fulfilled and I am only concerned now with the $rebate for *** ***.
Regards,
*** ***

November 30, 2017 Hello,Our Rebate Group has investigated your claim and reports that your rebate submission has been appeased. At this date, you should have already received an email from this group asking you to make a choice of payment options. If you have not received this
email, please let us know Thank you,Alcon Laboratories, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
** ***

September 26, 2016Hello,We apologize that your rebate has taken longer than expectedIn reaching out to our Rebate Team, they have reported that your prepaid Visa was mailed out on September 22, It did go out regular USPS mail, so please allow adequate time for receiptThank
you,Alcon Laboratories, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

February 26,2018Hello,Thank you for allowing us to respond to complaint#***
Alcon
takes reports of complaints from our customers very seriously. Upon
receipt of Mr*** complaint, we contacted our rebate
vendor to obtain information concerning his rebate
submission. Based
on the information received from our Rebate Vendor, Mr*** rebate submission was paid out on February 16th, redeemed on February 18th, 2018.
Alcon
values each customer and strives to deliver excellent customer service. We
regret that Mr*** had a less than optimal experience with our rebate
processIf Mr*** has any further concerns, we ask that he please call our
Consumer Care Line at 1-***-***-*** and they will be happy to assist
Thank
you,
Alcon
Laboratories, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute I still have not received the rebate Alcon always states it is being processed but never does The matter will be resolved when I receive the rebate Stating you will 'process it" does not solve the problem Sending a check after almost months is the solution
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***

4-13-
Thank you for allowing us to respond to complaint # ***
Our Medical Safety Unit reports that Ms*** was taken care of on April 8thThey have requested her RX from her eye care professional for the replacement of her lens and also requested a bottle of contact lens solution be
sent to her
We apologize for any inconvenience Ms*** may have had
Thank you,
Alcon Laboratories

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me Receive ck today
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

March 9, 2018Hello,Thank you for allowing us to respond to complaint number ***
Alcon
takes reports of complaints from our customers very seriously. Upon
receipt of Ms*** complaint, we contacted our rebate vendor to
obtain information concerning her rebate
submission. Based on the
information received from our Rebate Vendor, below is the timeline of her rebate submission.Submission date: Jan 19, 2018Purchase date: Jan 9, 2018Exam/fitting date: December 15, 2017On Hold: February 1, for "Sales receipt not provided"Approved: March 1, 2018Ms*** submission is now in an approved status after receiving all the required documents.
Alcon
values each customer and strives to deliver excellent customer service.
We regret that Ms*** had a less than optimal experience with our rebate
processIf Ms*** has any further concerns, we ask that she please call our
Consumer Care Line at 1-800-757-and they will be happy to assist
Thank
you,
Alcon
Laboratories, Inc

Hello,
Thank
you for allowing us to respond to complaint #***
Alcon
takes reports of complaints from our customers very seriously. Upon
receipt of ***' 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 a second rebate card be validated. *** should be receiving a Visa Prepaid Card in the amount of $125.00 within the next
weeks
Alcon
values each customer and strives to deliver excellent customer service.
We regret that *** had a less than optimal experience with our
rebate processIf he has any further concerns, we ask that he please
call our Consumer Care Line at *** and they will be happy to assist
Thank
you,
Alcon
Laboratories, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that they referred to me as Mr***My name is *** ***! I hope this is another one of their typosIf I don't receive the payment soon I will not let this go
Regards,
*** ***

January 22,
Thank you for allowing Alcon to respond to complaint # ***
As stated in Ms*** Revdex.com complaint filed on January 20, 2016, she purchased her contact lens on January 11, Ms*** emailed our Medical Safety Unit on Sunday, January 17th, with her complaint
Alcon was closed Monday, January 18th, Martin Luther King Day, so we were unable to respond to Ms***Our Medical Safety Team called Ms*** January 19th, leaving her a voice mailMs*** returned our call on January 20th, unable to reach the team member responsible for her caseOur Medical Safety team and Ms*** spoke on January 21st to resolve her complaintMedical Safety has requested that Ms*** return her lens for evaluationMs*** has also requested a full refund in the amount of $We have requested a copy of her itemized receipt in order to begin processing the refund requestMs*** was advised that once Alcon receives a copy of her itemized receipt, the refund process would take 6-weeks
Thank you,
Alcon Laboratories
Fort Worth, Texas

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

February 27, 2018 Hello,In reaching out to our Rebate Vendor, they report that a $Gift Card was sent to Ms*** on December 18, 2017. Confirmed that the shipping address is same as was stated in Ms***' complaint. Card Services has cancelled the original card and reissued a new one with an expiration date of August 31, 2018. Thank you,Alcon Laboratories, Inc

January 19, 2018Hello,Thank you for allowing Alcon to respond to complaint # *** Alcon
takes reports of complaints from our customers very seriously. Upon
receipt of Ms. *** complaint, we immediately contacted our rebate
vendor to obtain information
concerning her rebate submission. The timeline of Ms*** submission is as follows:Exam Date - October 24, 2017Purchase Date- November 2, Submitted Date - January 5, 2018Declined - January 8, for late submissionThe Terms and Conditions of our rebate process state that a rebate submission must be made within days of a lens purchase, which is an Industry Standard. MsWebster had until January 2nd to file her rebate claim. Her complaint states she received her lens on November 28, 2017. This receipt date allowed her days to submit her rebate claim. Even though MsWebster did not meet the Terms and Conditions for an annual supply rebate, Alcon would like to send MsWebster a semi-annual supply rebate of $75.00 as a good will gestureThank you,Alcon Laboratories, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

March 1, 2017 Hello Ms***,Our apologies for the late response to your concernOur AIR OPTIX Brand Contact Lens have not been discontinued, and we apologize for that miscommunication. We have already reached out to the responsible party communicating the misinformation and clarified
Our AIR OPTIX with HYDRAGLYDE, AIR OPTIX AQUA MULTI FOCAL, AIR OPTIX AQUA NIGHT AND DAY, AIR OPTIX FOR ASTIGMATISM or AIR OPTIX COLORS, are all eligible for our rebate process. If however, you purchased the AIR OPTIX AQUA SPHERICAL Contact Lens, this one brand has been excluded from our rebate process and is not eligible Our Rebate flyer does state that we have excluded the AIR OPTIX AQUA Contact LensIf you did purchase any of the eligible lens mentioned above, please call Alcon's Consumer Care Team at *** and allow them to assist you with your rebate processThank you,Alcon Laboratories, INC