ComplaintsforCooper Companies, Inc.

Health and Medical Products

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
7/12/24 Second set of contacts delivered since first order was damaged. Started filling out for $200 rebate on phone. Paid $864.96 and $60 for exam.Took a break, after uploading something was wrong. Tried next day. Tried again something was wrong, can't complete. Invalid code. Called customer service, 45 min hold, my phone doesn't work for rebate. So now I need a different phone?What? I don't have a computer. Mail it in? So you loose it or claim you never received it?Email, no response. This company is not accredited. I just want my rebate and my daughter wanted to see. This is awful.
Business response
08/07/2024
Hello, we are sorry that you are having issues with your rebate. We have shared your information with 360 and they will be entering your rebate in. We will also be emailing you. Thank you.
Customer response
08/07/2024
Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
07/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
After an eye exam at my optometrist I inquired about purchasing RayBan daily contacts. I was told that there was a rebate for a years supply. I spent over $500 on contacts and was told once I received them I could fill out a form and receive a $220 rebate, which would come in the form of a **** gift card. I filled out the online form, which took a long time. Then in the last step I was told my purchase did not qualify for a rebate. It does. I have the form. When I called Cooper Vision I got a message that said they are aware of a problem with their online rebate form. I am a working mother of two young kids. I cant continually check on this company and if the rebate form is back up again. Ive called every day and Ive gotten the same message. After 60 days, I wont be eligible for the rebate. I am worried that this is a scam.
Business response
07/22/2024
Hello,
We couldn't find a rebate submitted in your name. We are reaching out to you to get further information. Thank you.
Business response
07/22/2024
Hello,
We couldn't find a rebate submitted in your name. We are reaching out to you to get further information. Thank you.
Initial Complaint
06/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I submitted a rebate claim for a $218 contact lens purchase this year. The rebate was for $100 and submitted on May 4, 2024. At the time of submitting the reimbursement claim, the online form asked if I would like to donate a portion of the reimbursement to a charity fund, which I answered no, as I needed my $100, so I definitely responded no to this question. After reaching out several times to their customer service center, **************, and learning of the status of my claim, I was given various responses on status as the claim progressed, until finally being told It was approved and to wait 5 days until the reimbursement would hit my email. Today, 6/7/24, when I happened to look again in my email and seeing nothing was there, anywhere, I contacted customer service, who advised me that my rebate was donated. WTH? So, of course, at this point I'm absolutely livid and feel completely bamboozled and scammed. I never opted to donate my reimbursement so clearly, they have the capability to alter a claim in their system, which is horribly dishonest. The customer service rep was extremely dismissive and refused to let me speak with a manager about these concerns. It goes without saying, I WILL NEVER PURCHASE CONTACTS FROM THIS BRAND EVER AGAIN!! EXTREMELY SCANDALOUS COMPANY!
Business response
06/10/2024
Hello, we apologize for the confusion. There is an option to choose to have your refund donated. We did find your refund, and it will be re-processed today and sent to you. The amount we see though is $60, not $100. If you have any other questions, please reach out to CooperVision directly, ************. Thank you.
Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
CopperVision provides rebates for certain of its products. I completed the form, submitted all required paperwork. My claim was denied because there were two different addresses on my proof of visit documentation; one for the clinic location and one for another affiliated entity. Even though I purchased the correct product and amount and even though I showed I paid for that product, they denied my claim without notice or opportunity to cure. When I called for an explanation, I was told that even though the documentation contained all of the correct information I was supposed to use the second address and it was now too late and I couldnt resubmit or correct my claim.
Business response
06/07/2024
Hello ***, we are working with our third-party vendor, 360, to get this approved for you. If you have any further questions, please call us directly at ************. Thank you.
Customer response
06/12/2024
Hi ***,

I wanted to let you know that this complaint may be closed; its been resolved by CooperVision.

Thank you,
***
Initial Complaint
06/05/2024
Complaint Type:
Product Issues
Status:
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.
This company has some sort of rebate scam going on. They make you pay full price for their contact lenses and then promise to give a rebate. In my case, it was $60. The issue is they have it structured in a way for the customer to forget and not be able to claim it. I've got my contact lenses in July. I paid for them and waited for an email to come for me to claim the rebate. The email never came. I went to their website where I put in a lot of information. This process is designed to waste the customer's time as much as possible. They said that I'd receive an email to finally claim the rebate. The email never came in. I finally remembered yesterday June 4th because I needed to schedule my yearly eye exam. I went to the website only for me to realize that they issued the payment in their own version of a gift card that is not easily transferrable, and my expiration date has passed. I called customer service. They did not want to extend the expiration dates. I had to go back and forth with them but now I still have to allow 2-5 business days for me to be able to get my money back. I need the Better Business Bureau to please investigate this.
Business response
06/07/2024
Hello *******, I apologize the experience you are having with our third-party vendor, 360. We are not able to locate a refund using your name and contact information. We also reached out to you to obtain more information to assist you with this matter. Could you please call CooperVision directly so we can assist you with this matter? ************. Thank you.
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
CooperVision Rebates NWCV-1HF24 National New Wearer Rebate Option 1 Rebate reference # U4KQPNYSP4 I was scammed under a bait and switch. I paid and met all of the conditions for contact lenses from CooperVision, and based off their flyer (and fine print and terms and conditions at the time of submission) I should have been due up to a $200 rebate for ordering a year supply of MyDay Dailies or my final total of $190. I was informed by my eye care provider and reviewed the CooperVision document and terms and agreed I qualified for the rebate.I submitted my rebate information with all the required documentation required by CooperVision on February 5, 2024 and did not receive any email after the initial confirmation. Since it was indicated it could take more than 6 weeks for approval and rebates to be sent out, I went about my business.Recently not hearing anything I checked my status and saw my rebate was denied. This was surprise because I met all requirements, submitted all documentation and was informed by my eye care professional I qualified.When I called, the bait and switch revealed itself. There are additional terms for denial that weren't shared with me throughout the process. They said I didn't spend enough to qualify for the rebate, where the overall total amount was not designated within the submission paperwork. This seems like an attempt to deny any claim they can for people who buy with the rebate as incentive.This is not is what presented at the time of purchase as incentive to buy the CooperVision brand only to find out months later that the rug has been pulled out.BUYER BEWARE - REBATE SCAM!
Business response
06/05/2024
Hello *******, we apologize that your rebate experience was not what you were expecting with our third-party vendor, 360. Typically, you would not receive more in a rebate than what you paid for a product. We were able to get a one-time exception to pay the full $200.00 to you. If you have any further questions, please feel free to reach out to CooperVision directly, ************. Thank you.
Customer response
06/05/2024
Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
04/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This company does not answer their phone, return calls, answer messages, or emails promptly, if at all. As their business regards medical supplies, communication is critical. They also do not provide invoices when requested and will not provide any additional information/line items in their payment portal. They expect you to pay a determined amount with no evidence, and when a line item receipt/invoice is requested they cannot/will not provide.
Business response
04/26/2024
Hello ******,
I am sorry to hear you are having issues getting invoices. Have you called CooperVision **************** directly to get these? We can assist you right away with getting you your invoices, ************. If this is not meant for CooperVision, please let us know, we will point you in the right direction.
Thank you.
Initial Complaint
04/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased CooperVision contact lenses for $1,184 on May 2023 and submitted for $200.00 rebate through Cooper Vision. I received a virtual debit card for $200 and have not used any of the balance on the card. On April 9, 2024 I noticed that the virtual debit card expired Jan 31, 2024 which only gave me 6 months to use it. According to the Credit Card Act, expiration date should not be less than 5 years even though the virtual card issued to me expired within 6 months. I was not able to use this card and tried to contact CooperVision multiple times and received no assistance with receiving a new replaced card for the balance of $200.
Business response
04/10/2024
We aplogize for the issues you were having with your rebate card, and any issues you may have had working with the vendor. We have reissued your card and have contacted you to provide you this update. Please do not hesitant to contact CooperVision ************* directly with any other issues at **************. Thank you.
Initial Complaint
02/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Went to Vision Works on March 8, 2023. Purchased contact lens for $573.00. Submitted for $200.00 rebate through Cooper Vision. Received ************ debit card for $200.00. Did not use card yet. On February 23, 2024 I discovered the card had an expiration date of 10/23 (6 months after activation). Per the **** credit CARD Act this card should not expired for 5 years from activation, however the card has an expiration date of 10/23 (6 months after issue). The card was not used yet but has expired. After multiple phone calls to Cooper Vision and ************ no one will replace the bank-issued debit card with a new expiration date even though they are violating Federal Law.
Business response
02/26/2024
Thank you for reaching out to us ******. We apologize any inconvenience this has caused you, and that 360 was not able to assist you with this issue. They are our third-party vendor that handles our rebates. You will be issued a new rebate card. It will expire within 6 months of receiving it.
Initial Complaint
02/03/2024
Complaint Type:
Product Issues
Status:
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.
********** blue blue shield federal is still awaiting the medical documentation that they requested from my testing on 11/21/23. To date they have not received the required documentation. I have submitted a medical release that cooper can release the documents to Bcbs federal. Also, please send the invoice for the testing from January ****.
Business response
02/05/2024
Hello, you sent a message to CooperVision. We did forward your information to CooperSurgical, but here is the phone number for them as well ************. You can also visit their website www.coopersurgical.com and submit a form to contact them. Thank you.
Customer response
02/05/2024

Complaint: 21241701

I am rejecting this response because:
Both companies are under the parent company. I have reached out to cooper surgical and they have not been cooperative in awaiting me with my inquiry. I request assistance from the company
Sincerely,

***************************
Business response
02/06/2024
CooperVision cannot handle any issues you are having with CooperSurgical. I understand that we are under one parent company, but you need to work with CooperSurgical. We have shared your information with them as well.
Customer response
02/06/2024

Complaint: 21241701

I am rejecting this response because:
Please provide the corporate contact for cooper surgical. Who was contacted at cooper surgical at the corporate level. Dont want the company to evade responsibility related to my concern.
Sincerely,

***************************
Business response
02/06/2024
The corporate phone number for CooperSurgical is ************. Your information was forwarded to **************** in ********************** as you have reached **************** in ********************. You can also go to www.coopersurgical.com to submit a contact us form directly to them. Thank you.
Customer response
02/06/2024

Complaint: 21241701

I am rejecting this response because:
I have contacted the ceo of Cooper via email and letter and also contacted the number you provided and my issue is not resolved. ********** blue shield federal has contacted the number you provided and also mailed a letter to cooper surgical and the company has failed to respond to bcbs . I have not heard back from anyone at the executive level with cooper surgical. Can you please reach back out to your contact at cooper surgical and have them contact
obviously this issue is important as it is at the bbb level and I am still not getting the help I need from a division that should be able to assist

Sincerely,

***************************

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Business response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary