Complaints

This profile includes complaints for Cooper Companies, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cooper Companies, Inc.

  6101 Bollinger Canyon Rd. Suite 500 San Ramon, CA 94583

• 

  Cooper Companies, Inc.

  95 Corporate Dr Trumbull, CT 06611

• 

  Coopervision Rebate Center

  PO Box 9018 Coppell, TX 75019

• 

  CooperVision Inc

  209 High Point Dr Ste 100 Victor, NY 14564

• 

  CooperVision Inc

  200 Willowbrook Office Park Fairport, NY 14450

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/12/25, I submitted a claim for a $200 rebate for my contacts. I'm a pretty rehearsed at filing these claims as I have been doing these claims for years with many suppliers & have NEVER had an issue until I got to this supplier.Knowing these claims take a full 6 to 8 weeks to process, I don't bother them & simply wait until their email comes in notifying me the rebate is approved. I'm also pretty busy so I don't have time to stalk their **********, imagine my surprise when I check my claim on 4/10/25 & find that my claim was denied with no explanation on the website. So, I had to stop in the middle of my work ********** to find out what the deal was only to be told that it was denied because they couldn't confirm the validity of the receipt. I asked if they called the phone number on the ************** said "We don't do that." I asked if they emailed me because I didn't see an email. The said "We don't do that." When I asked how was I supposed to know there was a problem, I was told "You should be checking the website regularly." I was told that in order to rectify the situation, I had to have my provider email the receipt. I wish this was in the instructions originally because this would have saved me time in the beginning rather than waste my time uploading a receipt. So, I had my provider email the receipt. Five days later, it was still denied & I called them again & was told that they did not receive the email. Knowing full well the provider did because the provider is a friend of mine that has been my provider for years so I trust them. The provider is sending them the receipt again today. But it is now 4/14/25. I now fear that they are now going to turn around & deny the claim & say the the promo has now expired & they do not have to honor the claim because it is now too late.Please let me know if you need more documentation. My provider knows the situation is happy to help get me any I need to help with my claim.Thank you.

  Business Response

  Date: 04/22/2025

  Hello,

  We have worked with our third-party vendor, 360. We have been able to get your rebate approved. You will be receiving an email from a member of our team as well.

  Thank you.

• Initial Complaint

  Date:03/31/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the required amount of My Day contact lenses on 5/10/24 after having an examination on 4/19/24. I submitted all of the documentation to receive the $200 prepaid debit card. I received notification that the card shipped to me on 6/25/24. Upon receiving the envelope, I opened up the contents and it states, "Pay close attention to the expiration date printed on the front of the card." Well, there is no expiration date on the front of the card, so I thought the card would be valid for sometime. When I went to use the card, it was rejected because on the BACK of the card is an expiration date of 12/24. First, why would you issue a card that needs to be used within 6 months time? That's unheard of. Second, their letter stated there would be an expiration date on the ***** of the card, NOT the back. I didn't even remove the card from the letter until I went to use it, so I had no idea it was expired. According to the website, they are unwilling to re-issue the card. That's $200 I am being robbed of because their letter did not clearly state there was an expiration date on the BACK of the card.

  Business Response

  Date: 03/31/2025

  Hello *******, 
  We apologize for any inconvenience that this has caused you. We are actively reviewing this with our third-party vendor, 360 and are working with them on this matter. 

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23137059
  
  I am rejecting this response because: The business is looking into the matter, so it will remain open. My only other option was to say I'm satisfied, which would close the case. Therefore, I have to reject the response, but look forward to further communication from the business.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 04/02/2025

  We followed up with the vendor, and as a one-time exception we have reissued the patient's expired card; please allow up to 4-6 weeks for the patient to receive a new card in the mail, if not sooner. Moving forward, once their Rewards Card expires, any remaining balance will be void/inaccessible. 
   
  
  

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased one year contacts for my daughter. We were told we could have a $200 rebate as a new contact user to make purchase from ********************. So we did the one year contacts purchase, and submitted the required forms for rebate about 1 month ago. As i just checked the status a couple days ago, we were asked to upload some snapshot of the contacts box panel with my daughters prescription on it. So i just did it. It's so surprise to me the snapshots i uploaded are all gone as i just checked the status ******** the deadline would be passed without meeting the required updates to get the rebate if i didn't have a second check. I need to upload the snapshots of the box panels again. Who would keep tracking this kind of thing? Stop playing this kind of trick if you don't want to honor the rebate.Rebate reference number: U6RRTYPMFG

  Business Response

  Date: 03/31/2025

  Hello Dianbo,
  We apologize for any inconvenience this has caused you while working with our third-party vendor, 360. We are currently working with them on your rebate, you should hear from someone soon. 

• Initial Complaint

  Date:03/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unfair Rejection of Rebate Claim Due to Confusing Process.The process to get a rebate claim has been confusing and misleading, and my claim was unfairly declined without any opportunity for correction.I submitted my rebate claim within the required 30-day period and received a confirmation email stating:"The approximate time it takes for us to process and approve a standard rebate claim is approximately 6-8 weeks. If we need additional information, your rebate claim will be placed on hold and an email will be sent to you at the email address provided on the original rebate claim submission."However, I did not receive any follow-up emails requesting additional information or notifying me of an issue. When I proactively checked my rebate status in early March, I discovered that my claim had been declined. Upon reaching out to CooperVision, I was informed that my claim was rejected due to an incorrect brand selectionstating that I had chosen "Pearle Vision Monthly" instead of "Biofinity," which is what my invoice clearly reflects.This is highly frustrating for several reasons:- I submitted my claim within the correct timeline.- The brand selection process on the rebate form is unclear and misleading.- My invoice clearly shows the correct product, and CooperVision could have easily cross-verified and corrected the claim rather than rejecting it outright.- Since I was not informed of the issue in a timely manner, I am now being told that my rebate offer has expireddespite having followed the required steps.This process is neither fair nor customer-friendly. I request that my rebate be reconsidered, as the rejection was due to a technicality rather than an actual failure to meet the terms.

  Business Response

  Date: 03/26/2025

  We are terribly sorry for the delay and inconvenience this initial rebate claim cancellation has caused. Working together with our rebate partner (which is handling that portion of the CooperVision site on rebates), we have reconsidered the claim and it was reentered and approved with a new reference number 68342990. The patient should receive the payment in 10 to 15 business days - we were just informed. Our partner, ************, is also informing the patient on this decision.

  As per notes on the original file UFTZGTNKJL, our partner was indeed correct in the non-matching information on the documents provided by the eye doctor's office (displaying the national brand name "Biofinity toric) versus the promo code used for the private label name "Pearl ****** monthly toric". The fact is: both brand names refer to the same contact lens we, as a company, manufacture - there is no difference, except the name brand (national versus private label).  Unfortunately, the reasons for the initial rejection were not brought to our attention sooner, as we could have easily corrected any incongruity with regards to the two different brand names used for exactly the same product.

  We apologize profoundly for this misunderstanding. The claim is absolutely eligible for the rebate; therefore, we worked in conjunction with our counterparts at the rebate center and a positive resolution has been found.

  Our consumer care division is here to help - at ***** -COOPER **************), weekdays till 5 PM EST.

  We would love to continue to have this patient in one of the CooperVision contacts and we would be happy to assist if any other issues arise.

  ********* P 
  Consumer Care Specialist

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I chose this contact lens provider because of the rebate which was declined without stating any reason why. To the best I can tell, I submitted all information requested in a timely fashion to receive appropriate reimbursement. There is no customer service support available on the website and in general this marketing tactic to deny claims is very shady. I'm diisappointed that Coopervision appears to be intentionally deceiving people with "rebates" that get people to buy into their product which are subsequently denied without cause.

  Business Response

  Date: 03/18/2025

  Hello *******,

  We apologize for any inconvenience you have experienced using our third-party vendor, 360 for your rebate. We pulled up your rebate information, and it was denied because there was information missing - invoice cut-off, dealer information cut-off and missing eye exam. You should have received an email explaining this. One of our specialists will be reaching out to you about this rebate to assist you.

  Thank you.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought contact lenses through my optometrist last March and promptly submitted paperwork through their portal. I received an email that said "Our team is currently processing your claim. No action is required from you at this time". no further communication. I asked this year why I never got my rebate and they then said it was not paid due to the wrong Rebate code. I was not informed of this. but despite now being provided the correct rebate code, they refuse to process because it is too late. however I submitted the original application and receipts in a timely manner

  Business Response

  Date: 03/12/2025

  Hello ****, we apologize for any inconvenience this has caused you while working with our third-party vendor, 360. We are currently working with them on your rebate, and you should hear from someone soon. 

   

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Customer service 
  *** ****** reached out by phone and email. she was very courteous and worked to get my rebate issued in a very timely manner. I am very satisfied with the response.

  i would recommend they change their policy to notify customers if incomplete/incorrect info is submitted so that it can be corrected in a timely manner.
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the required contact lenses because of the $200 rebate offered. I submitted documents and was told I needed to upload other documents; which I did. My claim was denied and I never received an email or explanation as to why. I have been trying to rectify this situation since July 2024. I am very dissatisfied as I followed all the rules and I would not have purchased these contacts if there was no rebate. This is quite a bit of money and I have always been able to claim my rebate with other similar companies (like Alcon) with no issue. I feel this is a scam. They shouldn't offer a rebate if they will not honor it.

  Business Response

  Date: 01/21/2025

  Hello ****,

  We apologize for any inconvenience that this has caused you. We see that you purchased 4 boxes of MyDay as a new wearer.  The new wearer rebate is 4 Boxes of Clarity not MyDay. You would need to purchase 8 boxes of MyDay lenses. You should receive an email from ************* with the rebate form showing what is covered. Please reach out with any questions.

  Thank you.

• Initial Complaint

  Date:01/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a one year supply of contacts from my eye doctor, ****************** on August 29, 2024. Cooper vision has a promotion for a $100 rebate card for a qualifying purchase. The purchase price of the contacts has to be at least $100. After insurance and discounts I paid $353 per eye via care credit. This is shown on my invoice that they require as a supporting document. I know it usually takes awhile to receive the card (I do this every year when purchasing my contacts) but it seemed like it had been too long so I checked the status and it said it had been declined on September 25. I reached out to them and they said it was declined because I didn't meet the $100 minimum purchase price. I've never been declined in previous years. UDMFWGM6ZS is the reference number for the promotion claim.

  Business Response

  Date: 01/16/2025

  Hello *****,

  We are sorry for any inconvenience this may have caused. We have worked with our third-party vendor and the rebate will be processed. Someone will be reaching out to make you aware. Please do not hesitate to reach out if you need anything else.

  Thank you.

• Initial Complaint

  Date:01/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My eye doctor's office of nearly 6 years recommended we purchase a year's supply of CooperVision brand of contact lenses for my daughter. We don't normally purchase a large quantity like this at one time as it's a lot of money out of pocket. I usually try to wait for my HSA to catch up, but they said the savings with the rebate is well worth it, so we did. I followed exact instructions, timely and with proper documentation, which requires you receive and prove you have the contact lenses before submitting the rebate. Today CooperVision denied the $200 rebate with no explanation other than: Upon review, the rebate information entered and documents provided do not meet the promotion requirements.

  Business Response

  Date: 01/13/2025

  Hello ********,

  This was denied by our third-party vendor because you submitted a refund request for a lens that does not belong to CooperVision. Please work with your ******** Provider to ensure you are submitting a rebate request to the correct company.

  Thank you.

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:
  
  I unfortunately was mistakenly informed by the provider of the wrong company to submit the rebate to.  I don't know if BBB intervened as the first company provided no explanation for denial, but after submitting this complaint I have received and reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase contacts through a local eye care professional office in ****, **. After reviewing pricing they recommended I go with CooperVision largely due to the rebate program. After receiving the paid invoice, contact boxes, and rebate form I submitted everything to CooperVision via their online portal. I shortly thereafter received feedback that my address wasn't listed on the invoice. This was corrected and resubmitted. They then returned back and claimed they looked into it further and it wasn't accepted. I've wasted a ton of time running through hoops when it would be nearly impossible to fraudulently submit boxes (with CooperVision UPCs), that line up with the order sent from my eye care professional, lining up with the rebate form, and the correct invoice payment verification. The person I worked with from CooperVision was dismissive, uncaring, unprofessional, and didn't respect my time or the situation. This is a solid company who unfortunately has decided there is money to be made in creating a rebate program where the consumer has to jump through unnecessary hoops. To openly be willing to lose loyal customers just so you can gain some on the backend by offering rebates you make it incredibly difficult to pay out is an extremely odd and aggravating move.

  Business Response

  Date: 01/09/2025

  Hello ****,

  We have been in touch with your doctor to confirm how much you paid for the lenses, and we are working with our third-party vendor, 360 about your rebate. They are still looking into this, and we will be in touch about this situation.

  Thank you.