Alcon Laboratories

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 complaintHowever, since Alcon has indicated needing days to accomplish this, I ask that the Revdex.com keep this complaint open until Alcon actually follows through and meets that commitmentThis 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]

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]

October 23, Ms***,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

3-28- RE: COMPLAINT [redacted] Hello, We apologize that you have had issues with your cardPlease allow us some time to reach out to our rebate vendor and research this issue for you Thank you, Alcon Labs

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 choiceWe apologize for this inconvenience Thank you,Alcon Laboratories, Inc

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 payment optionsThe 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

Complaint: [redacted] I am rejecting this response because:I have the required documents valid from the 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 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 weeks (in February 2017) that I became concerned about the status of my rebateThis rebate offer was the sole reason I purchased contacts from Alcon and I will consider pursuing other avenues for resolution if necessary 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 Regards, [redacted]

December 29, Hello,Our Rebate Group reports that this rebate submission has been approvedPlease advise receipt of emails from our rebate group requesting a payment choiceThank you,Alcon Laboratories, Inc

[redacted] ,The rebate claim was approved on 7-23-17 and a payment notification e-mail was mailed out on 9-2-17. We have resent the payment email notification that requires your attention. Please make a payment selection from the e-mail and if you need assistance with this process please call... [redacted] Alcon Laboratories Inc.

9-19-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 day window! Your original purchase date was August 8, Your day window is still open until October to resubmit legible documents so your rebate claim can be validated 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] ***

February 9, 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 processIf 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

February 19, RE: ID [redacted] MsBrett's complaint has been referred to our Medical Safety Unit for investigationOur Medical Safety team will contact Ms [redacted] to speak with her about her complaintOnce Medical Safety has investigated and files a report, an update will be made to the Revdex.com Thank you, Alcon Labs

March 26, 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 contacted our rebate vendor to obtain information concerning the rebate submission Below is the information we received:Submission date: 1/31/2018Purchase date: 1/24/2018Exam/fitting date: 10/06/2017Hold: 2/13/for "name not on eye exam"Declined: 3/21/for "submission must be made within days of eye exam/lens fitting"Mr [redacted] initial eye exam document did not have a patient name Without a name, we could not verify all of the rebate submission Mr [redacted] submission was placed on hold for this reason on 2/13/Mr [redacted] resubmitted a document with his name, but unfortunately the date of 10/6/still put him outside the Terms and Conditions of Alcon's Rebate processThe Terms and Conditions state that a contact lens purchase must be made within days of a eye/fitting examMr [redacted] had an exam on 10/6/and purchased his contact lens on 1/24/2018, which put his dating days outside the day time frameHad Mr [redacted] original document submission had his name on it, his submission would have been denied right away instead of placed on holdBased on the information received from our Rebate Vendor, even though Mr [redacted] submission is outside the Terms and Conditions, we have asked that a $appeasement be done for himMr*** should be receiving a Visa Prepaid Card within the next weeksAlcon values each customer and strives to deliver excellent customer service We regret that Mr*** had a less than optimal experience with our rebate processIf he has any further concerns, we ask that he please call Alcon’s Consumer Care Line at 1-800-757-and they will be happy to assist Thank you, Alcon Laboratories, Inc

February 9, 2018Hello,Attached are the Terms and Conditions that were available to MsDahlke when she submitted her rebate claim on line The second paragraph states in part:"For assistance is determining whether your proposed internet retailer is participating in this rebate offer, please call [redacted] ." Alcon stands by our decision to deny this rebate claim as her online retailer is not a participating retailer in our rebate process Again, we regret her experience with this process was less than optimal Alcon now considers this matter as closed.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. 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]

7-24-Hello,Reaching out to our Rebate Group, they did verify that the rebate code used was invalid They advised that copying and pasting codes does not always translate over We are happy to open your rebate claim and re-evaluate once you provide a valid rebate code Thank you,Alcon Laboratories, Inc

February 26, 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- 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

March 30, RE: Complaint # [redacted] Hello, Thank you for allowing Alcon to respond to this complaint Reaching out to our Rebate Vendor, this is the timeline of events: [redacted] submitted to receive a $Alcon Prepaid Card for the purchase of AirOptix N&D Contact Lens from MY EYE DR on August 21, The rebate request was data entered and made validRecords indicate that on September 17, 2015, the $Prepaid Card was shippedRecords also indicate that a bonus rebate for $was also submitted, but this rebate submission did not qualify for the bonusThe $bonus was only valid for purchases made between April 1, and June 30, This consumer's purchase was made in August of 2015, outside of the date range to qualify for the bonusWe regret any misunderstanding that may have transpired and have attached a copy of the rebate form clearly showing buy dates Since this consumer did get their prepaid card for their purchase and facts show the purchase did not meet the guideline for the bonus, Alcon now considers this matter as closed Thank you, Alcon Labs