The Cooper Companies, Inc.

We regret to hear that you have experienced difficulties with our rebate programAs a gesture of goodwill, we have approved your rebate for a $prepaid card, which was the amount of the rebate based on the purchase receipt that was submittedYou should receive it in 4-weeks Your rebate
was rejected as we only received the purchase receipt In order to qualify for the rebate, we require a copy of the eye exam, the purchase receipt and a picture of box end panels We apologize for any inconvenience this may have caused

Please accept our apologies for the delay in getting your Visa Prepaid card to you however, the rebate cards are run on cycles and we are unable to fulfill special requestsYour prepaid card will arrive within 4-weeks of the date of approval, but in general the processing time never extends to weeksFeel free to contact us directly if you have any further questions about the rebate process

Initial Business Response /* (1000, 7, 2015/07/21) */
Contact Name and Title: *** *** Consumer Ca
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@coopervision.com
We regret any inconvenience this issue may have causedWe initially issued the prepaid Visa card on May 11th, We
were contacted by the customer on June 8th, stating that they did not receive the cardA second card was issued the same day, June 8thWe reissued a third card on June 25th and had it shipped via UPS requiring a signatureNormally the cards are sent via USPS first class mail and unfortunately, we have no way to track what happened to the first cards that were previously issuedOur records show that the customer received the third card on June 30th, and has since activated the card and used the cardIf there are any further questions or concerns, please feel free to contact us
Sincerely,

(The consumer indicated he/she DID NOT accept the response from the business.)4-weeks is an unacceptable time frameThe company should process and send rebate check immediately

Initial Business Response /* (1000, 5, 2015/08/17) */
We regret to hear that the customer has experienced difficulties using the Prepaid Visa card and will work to try and resolve this issue so the customer can use their prepaid cardAccording to our system, the card has a balance of $and
there was one attempted transaction for $which was declined due to insufficient fundsIt appears what happened was that the card was used at a location that accepts tips and their system would be setup to pre-authorize for an additional 20%; therefore if the customer tried to put through a purchase of $50, the additional 20% would put the pre-authorization at $If the card is used at a retail store, and not a place that accepts tips like a restaurant or salon, there sure be no issue using the card up to the remaining balancePlease also ensure that the retailer is processing the card as a credit cardIf they continue to experience difficulties with the card and feel that the card isn't working, they may contact us at X-XXX-XXX-XXXX or by e-mail at **@*** to get a replacement card
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
8-18-
Sent via email from consumer:
***
Hello ***
Thank you for your followup
Please know that we have tried to use this card at a few locations and it still gets declined (outside of a restaurant setting)We continue to call the automated 800# which tells us there is a $balance, but after several tries where it has been declined, our preference would be to receive another working card
Should be sent to:
*** ***
*** XXXXX
if anyone needs to call XXX-XXX-XXXX
Thanks to confirm when a new card has been sent, and thanks to you both for trying to resolve
*** (Mrs*** ***)
Final Business Response /* (4000, 11, 2015/08/20) */
8-19-
Sent via email from Coopervision:
***
Dear Mrs***,
We have cancelled the initial card and have reissued a new onePlease allow 7-business days to receive it
Thank you,
***, Consumer Care Center Representative
Final Consumer Response /* (2000, 14, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I hope this card works!

Initial Business Response /* (1000, 5, 2015/09/16) */
We regret to hear that you have experienced difficulties regarding your rebate submissionOur records show that the prepaid Visa card was sent out on September 8, Please allow to business days to receive itIf you do not receive
it in this time frame, please contact us at X-XXX-XXX-XXXX and we will cancel and reissue the cardThe rebate was originally declined because the eye exam receipt was not submittedWe received it on August and had the rebate approved and processed at that timeWe apologize for any inconvenience this may have caused
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did submit everything required several timesEvery time I called, someone would tell me something differentI faxed it several times way before August
Final Business Response /* (4000, 9, 2015/10/05) */
We sincerely apologize for the inconvenience this has caused youWe have verified that the prepaid card was recently activated which would indicate it has since been receivedIf it was not activated by you, please let us know immediately at **@***.com so we can resolve this
Unfortunately, we cannot offer refunds on your purchaseYou would need to make that request with the place of business where you purchased the product
Sincerely,

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

Initial Business Response /* (1000, 5, 2015/09/16) */
We regret to hear that the customer has experienced difficulties with our rebateOn September 8th 2015, we approved as a good will gesture, the $rebate that the customer submitted forThey should receive it in 4-weeks from that date
Their rebate was initially rejected because one of the requirements for our rebate is that the patient is only eligible for rebate per yearThey previously received a rebate in February of this yearWe apologize for any inconvenience this may have caused

Initial Business Response /* (1000, 5, 2015/09/18) */
We regret to hear that you have experienced difficulties with our rebate program. We have approved your rebate for $70 as a good will gesture and you should receive it in 4-6 weeks. We have reviewed your submission and it was unfortunately...

rejected because the images of the receipts we not legible.
We apologize for any inconvenience this may have caused.
Sincerely,
Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response and I accept your offer.

Initial Business Response /* (1000, 5, 2015/05/19) */
Contact Name and Title: [redacted] Consumer Ca
Contact Phone: X-XXX-XXX-XXXX
Contact Email: **@[redacted]
We are sorry for any inconvenience this may have caused. One of the terms of the rebate is that we will only honor 1 rebate per year...

per person. This is stated in our terms and conditions on the rebate form, as well as on our web site. However, as a gesture of goodwill, we have approved the rebate. Please allow up to 4-6 weeks for processing.
Sincerely,

We regret to hear that you have experienced difficulties with our rebate. We have contacted your eye care provider and confirmed the eye exam and purchase and have approved your rebate. Please allow 4-6 weeks to receive your prepaid card in the mail. The reason it wasn't processed was we have no...

record of receiving the documents you submitted. We apologize for any inconvenience this may have caused.

Initial Business Response /* (1000, 5, 2015/11/13) */
We regret to hear that you have experienced difficulties with our rebate. I have verified that the prepaid card was issued but it appears we were missing the apartment number. This has been corrected and a new card has been reissued. This...

card should arrive within 2-3 weeks at the latest. I have verified the rebate that was submitted and it was for 4 boxes of Biofinity lenses. As per the rebate form submitted with the rebate, these lenses were only eligible for a $50 rebate. We apologize for any inconvenience this may have caused. Sincerely,
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will be satisfied once I receive it. Thank you.
Final Business Response /* (4000, 10, 2015/12/02) */
We once again regret to hear you have experienced difficulties with our rebate program. Our records show that the card has been activated. Please let us know at **@[redacted] if this isn't the case. Sincerely,
Final Consumer Response /* (2000, 12, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We regret that you have experienced difficulties with our rebate program.  We have approved your rebate for a $65 prepaid Visa card as a good will gesture.  Please allow 4-6 weeks to receive the prepaid card in the mail.  One of the requirements is that the rebate has to be submitted...

within 60 days of the purchase date; unfortunately, this submission was past that time frame.  To avoid any issues in the future, please ensure that the rebate is submitted within the required time frame.  We apologize for any inconvenience this may have caused.

Initial Business Response /* (1000, 10, 2015/10/30) */
Contact Name and Title: [redacted] Consumer Ca
Contact Phone: XXX-XXX-XXXX
Contact Email: **@cvlens.com
We regret to hear that you have experienced difficulties with our rebate. Our records show that we received the submission on October...

15, 2015 and it was approved October 19, 2015. Please allow 4-6 weeks from the date of approval to receive your prepaid card in the mail. Please feel free to contact us at **@cvlens.com if you have any questions or concerns. Sincerely,