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] P.S. This complaint was submitted before the Medical Safety Dept called me.

August 11, 2017 Hello,Alcon has a Medical Safety Department that would love to speak with you and assist you with this complaint.  You can contact them directly at [redacted].  They will talk with you about your complaint and assign a case # to you.  If you would prefer...

that they contact you, please email your contact information back here, and Medical Safety will reach out to you and address the issue.  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]

Complaint: [redacted]
I am rejecting this response because:I have not received the rebate yet
Regards,
[redacted]

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]  The rebate center's pat answer is always "allow 15 days."  I was given that answer 7/28, 8/23, and 9/7.  I was told on 9/7 that my order was "elevated to a supervisor" so immediate action would be taken to process my rebate.  The response just received from Alcon is that the rebate was processed on 9/13.  Six days to process a rebate isn't what I would consider an immediate action, especially since this has been pending since May.  I feel there is ample documentation to verify the company's neglect--and the pat 15 days . . .  I don't believe you.

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.  Thank you for taking the time to research my rebate. I will continue to use this product in the future, and will make sure I copy all items sent to prevent future issues. Thank you,[redacted]

December 15, 2017 Hello,We have asked our Rebate Group to approve Ms. [redacted] rebate submission.  We apologize for any inconvenience and ask that Ms. [redacted] look for an email in the next coming days.  This email will request that she make a choice of how she would like to receive her...

payment.   Thank you for allowing us to respond to this complaint. Alcon Laboratories, Inc.

November 3, 2017 Mr. [redacted],Records show that [redacted] claim was processed under the name [redacted].  We show the claim was approved and paid out. The payment notification went to [redacted] email address and was redeemed on October 22 for a virtual card.  Please let us know if this is not the case.  Thank you,Alcon Laboratories, Inc.

December 8, 2017 Hello,Thank you for allowing Alcon to respond to Mr. [redacted] complaint. Mr. [redacted] purchased Alcon's Air Optix Night and Day contact lens and our Air Optix for Astigmatism contact lens. The Terms and Conditions of our rebate state that the consumer must provide UPC's...

from each when submitting a claim for a rebate. Mr. [redacted] bought 2 types of lens, but only provided 1 UPC type, making his submission invalid.  However, our Rebate Group has made an exception, and will approve this rebate submission.  Mr. [redacted]  can use the same tracking number he referenced in this complaint to track the status of his approval process.  Thank you,Alcon Laboratories, Inc.

Complaint: [redacted]
I am rejecting this response because:I will accept your response once I have been contacted by one of your representatives. 
Regards,
[redacted]

Revdex.com:
Alcon's suggestion is fine with me but I was also told previously on the phone and by email that my claim would be approved but in the end, they still denied it.  When called back about this, they just kept telling they did not know what the other person was talking about.   I would like to wait until I actually get an approval and receiving the rebate before closing this complaint.  Thank you.
Regards,
[redacted]

February 26, 2018 Hello,Thank you for allowing us to respond to complaint ID #[redacted]We apologize for the delayed response to Mr. [redacted] complaint.  Our Patient Safety Group reports that Mr. [redacted] should be receiving a replacement check any day.  Refund check # [redacted] was...

issued on 2-20-2018.  Alcon takes complaints from our customers very seriously and we regret that Mr. [redacted] had a less than optimal experience with this refund.  If Mr. [redacted] has any further concerns, he can reach out to our Patient Safety Group at [redacted] or Alcon's Consumer Care Group at [redacted].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]

Complaint: [redacted]
I am rejecting this response because:I thought I had sent that information and was surprised to hear that I hadn't included it.  Additionally, I had  no way to follow up to check that my claim and all information had been received and processed and soon after submitting the rebate, the handling of claims changed companies, further complicating me being able to get information about the status of my rebate.  I have the UPC and contact fitting information and have offered to provide them.  I think it is unfair that there was no way for me to check the status of my claim and assert that I should be able to provide the information now that was valid from the time of the rebate promotion to receive the rebate.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because I had a lot of trouble submitting all of the documentation required, and so the next day I phoned customer service, who walked me through all the submissions. She verified that I had appropriately submitted all the required documentation, INCLUDING  THE BAR CODE. Also, on many consumer web sites there are MANY MANY complaints regarding customer's rebates being rejected by your company for not good reasons. And this was after they were prodded to buy an entire year's worth of contacts and promised this rebate5. Same happened with me. All these complaints should tell you something. It certainly tells me a lot.I will not ever do business again with your company.
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.Revdex.com Thank you for your review. Seems Alcon immediately resolved my case, after my complaining to them.  They are willing...

to pay my rebate back!So I would like to suspend this case/ close it!Thank you so much[redacted]

February 26, 2018 Hello,Thank you for allowing us to respond to complaint ID #[redacted]We apologize for the delayed response to Mr. [redacted] complaint.  Our Patient Safety Group reports that Mr. [redacted] should be receiving a replacement check any day.  Refund check # [redacted] was issued on 2-20-2018.  Alcon takes complaints from our customers very seriously and we regret that Mr. [redacted] had a less than optimal experience with this refund.  If Mr. [redacted] has any further concerns, he can reach out to our Patient Safety Group at 1-[redacted] or Alcon's Consumer Care Group at 1-[redacted].Thank you,Alcon Laboratories, Inc.

February 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 her rebate submission.  Based on the
information received from our Rebate Vendor, we have asked that her rebate
submission be validated and she receive payment. 
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 [redacted] 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 [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 is unacceptable.  There has to be another way to get this processed. I am tired of hearing that I must wait and that your response to the offer was heavier than normal. If you offer something like this, you should be sure that you can handle the volume of responses.

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, but only IF they actually follow through and give me the amount I requested in my complaint. However, since Alcon has indicated needing 10 days to accomplish this, I ask that the Revdex.com keep this complaint open until Alcon actually follows through and meets that commitment. This request is because of a number of online posts indicating that Alcon has made such promises in the past, yet fails to fulfill and actually give the customer the money, instead providing excuse after excuse and asking the customer to just keep waiting "a few more days." Of course, I hope that this is not one of those situations and they simply follow through and give me the money I have requested. 
Best Regards,
[redacted]