ComplaintsforCooper Companies, Inc.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was enrolled in their embryo options storage services automatically despite not requiring their services. They began charging my credit card and continued to do so after I asked for their mistake to be corrected. I received another charge to my credit card despite them assuring me that they would take care of it. There is no way for me to correct this myself on their Web site and calling the "service" number does not yield a person who can help.

  Business response

  10/07/2022

  Hello Tuknekah, This is **** from CooperVision's ************* team. We are a contact lens manufacturer only. I have forwarded your concern to CooperSurgical which is a separate division of CooperCo. CooperSurgical has forwarded your message to Genomics so the correct party can contact you directly and address your complaint for you.

• Initial Complaint

  09/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company offered a rebate on contact lenses purchased between 1/1/22 & 6/30/22. The required documents per the flyer are 1. Dated eye exam receipt with fitting fee exam & date circled. 2. Dated sales receipt with eligible lens purchase(s) & date circled. 3. Two product box end panels (one for each eye) showing prescription information. After submitting all required documents with dates circled, I received an email stating they need detailed invoice/purchase receipt. I called the company to state I submitted the receipts per the requirements. Why did I get an email stating I need to submit invoices/receipts again? I was told I need to submit invoices as well!! My eye doctor has retired & closed the office so I can't ask for an invoice. I also confirmed with the company as long as the ************** was within a year, just the contacts had to be purchased during the promo period. I met the requirements for the $50 rebate but they say I don't qualify without the invoices. I have read & re-read the flyer several times. Invoices are not mentioned anywhere.

  Business response

  10/06/2022

  Hi *****, This is **** in ************** Thank you for your purchase of Biofinity sphere and Biofinity toric lenses. I apologize for the delay in responding to your complaint.

  Your rebate claim with Ref Id ********** is not declined. It is "On Hold" pending an upload of an itemized receipt from your eye doctor's ******** in place of a ledger page of your account activity, fitting agreement and order form. 

  I have instructed our ************* Help team to honor your $50.00 combo rebate. You will receive an email from ***************************************************** with instructions on how to redeem your reward card. You will need to respond to the email to choose a virtual or physical reward card. 

  Enjoy your reward!

  Customer response

  10/10/2022

  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

  08/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Cooper Vision offers a rebate of $50 for purchase of contact lenses. My son's optometrist gave me the form to use ([photo included) and I registered and followed all the instructions correctly and then submitted the offer code on their website (meeting all requirements) 22-12334 and reply is INVALID CODE. This is fraud. I spent $213 with the promise of a $50 rebate. I expect that $ from Cooper Vision and an apology. I have attached my proof of purchase from *************** The contact lens box (I was supposed to submit this too if the code wasn't rejected) and the rebate forms. I VERY MUCH appreciate your help. The BBB is a wonderful service to protect consumers against fraud like this.

  Business response

  08/22/2022

  Hi ********, This is **** in ************** Thank you for purchasing CooperVision contact lenses for your son. I am sorry to hear you are having trouble with our rebate program.

  The rebate code 22-12334 is valid. Please be sure to include the dash on the rebate site at https://www.coopervisionpromotions.com.

  If you need help submitting your rebate, please contact the ****************** at ************** or **********************************************. An agent will be happy to assist you. There is also a purple ************* button in the lower right corner of each webpage with useful information about our rebate program. 

  Customer response

  08/22/2022

   
  Complaint: 17746482
  
  I am rejecting this response because:
  

  Of course I used the dash. That is ridiculously condescending. I refuse to use their broken system to resolve this. I have already spent time and effort asking for BBB support b/c I trust you to get results. I will not be run around to their customer support after their initial advertised rebate was non functional. I expect them to send me a $50 rebate check based on the items I already provided in order to maintain their good standing in the eyes of the BBB. 

   

  They can mail it to my home address ASAP

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

  655 **************

   Ada, ** 49301

  
  Sincerely,
  
  *****************************************

  Business response

  08/24/2022

  Hello ********, We have instructed our Rebate team to honor your rebate for the purchase of CooperVision lenses for your son.Unfortunately, our rebate program is not able to produce checks. A $50 prepaid **** reward card will be shipped to your address via **** in a white unmarked envelope. We hope this is satisfactory to you and your son will be happy with his Biofinity toric lenses.

  Customer response

  08/25/2022

  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 (if and when I receive the promised rebate)
  
  Sincerely,
  
  *****************************************

  Customer response

  10/25/2022

  complaint #********

   

  The company agreed to pay me the promised rebate over 90 days ago (see date above from last BBB correspondence) and they have not done so (as I was afraid of in my last email). I trust you still have all the info on the complaint and can compel Cooper Vision to send the promised rebate. 

   

  Many Thanks

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

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

  Business response

  10/26/2022

  Hello ********, This is **** in ************** Thank you for your purchase of Biofinity toric lenses for your son. Please be assured that 22-12334 is a valid offer code. On the patient rebate portal at CooperVisionPromotions.com please ensure you are entering the offer code exactly as it is written including the dash (-) such as 22-12XXX. Please note there is a purple ************* button on the bottom right corner of each screen with useful information and "contact us" information. If you need help submitting your rebate a *********** Center Agent will be happy to assist you. You can contact them at ******************************************** or **************. Please make sure your son's uploaded exam and purchase receipt shows his name unblocked in the upper left corner. Thank you again and enjoy your reward!

  Customer response

  10/26/2022

   
  Complaint: 17746482
  
  I am rejecting this response because: I went through all this 4-5 months ago and Cooper Vision already promised to send me my rebate money over 90 days ago and FAILED to do so. At this point I expect the maximum refund of $100 (I believe I was initially only eligible for $50 but this level of negligence requires damages). I consider their dysfunctional offer FRAUD. I already jumped through all the hoops this latest customer service rep is bringing up. This is a step backwards after their broken promise to BBB and me. Mail me the $100 ASAP or I wish BBB to pursue more penalties for fraud and negligence. 

  
  Sincerely,
  
  *****************************************

  Business response

  10/26/2022

  Good afternoon ********, I sincerely apologize for the misunderstanding as I did not recall the BBB complaint from August 24th. I have reached out to our ****************** team on your behalf. They have confirmed that a $50 physical reward card shipped on September 20th to *******************************, 655 **************, **** **  *****. If you would kindly confirm that this address is correct, they will contact the card issuer, Onbe Payments, to reissue a replacement card for you. Please be aware that reward cards ship via **** in white unmarked envelopes. I hope this is satisfactory for you.

  Customer response

  10/26/2022

   
  Complaint: 17746482
  
  I am rejecting this response because: The supposed $50 was shipped 6 days ago and I have not received it. I will not be satisfied until I receive a total of $100 in reimbursement for how dysfunctional in this rebate scheme is. The website and links were completely non-functional and I submitted proof of that to BBB over 4 months ago. The service from Cooper Vision is COMLPLTELY unacceptable. Your excuses are as well. My impression is that you hope most people won't put the time and energy to be vigilant about your fraud and get BBB involved to hold you accountable. I have NO REASON to trust you. You have broken it over and over. 

   

  I allowed the BBB to close this complaint over 90 days ago when you promised my rebate would be sent ASAP. You already failed to do that I intend to keep the BBB complaint OPEN until I receive a total of $100 rebate, no sooner. You need to be taught a ****** in customer service. Send it next day if you want the BBB to stop contacting you on my behalf. 

  
  
  Sincerely,
  
  *****************************************

  Customer response

  10/28/2022

  I accept but I will reopen the BBB case again and escalate to ********** ***** of ********* if I do not receive the payment in 7 business days meaning no later than 11/7/2022

  
  I provided the same thing over 90 days ago. They already have my address. To pretend like they don't is adding insult to injury. 

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

  655 **************

  Ada, ******** 49301

  Business response

  10/28/2022

  Please let him know that we will have the card issuer send him a new $50 reward card, the rebate amount for Biofinity toric, when he confirms his address. We are not able to overnight the cards as they are shipped via the card issuer, Onbe Payments.

   

  ****

  Business response

  10/28/2022

  The card issuer is going to ship Jonathans reward card using a tracking method. When the tracking number becomes available we will have a better idea of a date to provide him. I can reply to his complaint at that time. Hopefully early next week Ill have the details.

   

  ****

  Business response

  11/02/2022

  I just received the *** tracking number for Jons replacement reward card. Its 1ZW3268W0220785319. I dont have a delivery date yet
  

  
  

  Anne 

  Cooper Companies Inc,

  Business response

  11/03/2022

  The *** website has been updated since yesterday and the tracking number is available today. The delivery date is tomorrow, November 4^th.

   

  Thanks,

  ****

  Customer response

  11/07/2022

  I received the rebate gift card. You can close this complaint. 

  
  Thanks again

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

• Initial Complaint

  07/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This complaint consists of two related issues. First, I purchased Cooper vision contact lenses that included a $75 rebate for the quantity ordered. I never received the rebate or email advising me that the rebate card had been sent. I made multiple attempts to get the rebate and always encountered a notice saying that it would be issued within 3 to 5 business days even though I had already gone through this process twice before and received the same message. I checked my spam folder repeatedly but never received the email advice. This is clearly some sort of significant process breakdown or scam designed to avoid truly sending rebates that are offered.The second issue concerns of quality of the lenses. I have tried repeatedly to reach CooperVision on the second issue but they have managed to obscure their contact number and ability to reach a live person if in fact you can find the number. I had ordered a 12 month supply for both eyes but encountered problems with three of the lenses. They either turned to a paste like substance within just a few days of opening a package or they simply rolled up and were on usable. It is clearly a quality control problem that has caused me close to $90 and I would appreciate your assistance in obtaining reimbursement orreplacement lenses. Thank you

  Business response

  07/21/2022

  Hi *****,

  This is **** in ************** We are sorry to hear about your experience. Your rebate with Reference Id UPRYNCQTPS submitted on 1/28/22 was paid $50.00 on 2/11/22. An email from ***************************************************** with instructions on how to redeem your reward card was sent to ****************** I will tell our ****************** team to resend and extend your payment email. You will need to respond to the email to choose a virtual or physical reward card.

  Our ************* team is available 9:00 AM - 5:00 PM ET, Monday - Friday. The phone number is on our Consumer Site at https://coopervision.com/about-us/contact-us. We apologize that you were not able to reach a representative. 

  We are also sorry to hear you are having a problem with your Biofinity toric lenses. A ************* rep will follow-up with you. Report number CC501721 has been initiated for you. Please use this number on any correspondence about this complaint.

  I apologize again for the inconvenience this has caused you.

  
  

  Business response

  07/22/2022

  Hello *****, CooperVisions ****************** team has looked into your claim and your payment email was redeemed on 2/11/22 for a virtual Reward Card issued via email. There is currently a balance of $40.36 after an Amazon.com purchase of $9.64 on 2/14/22. Please be aware that the rebate amount for Biofinity toric is $50 per the attached rebate form for the rebate you submitted. If you have any questions regarding your reward, please contact the card issuer, Onbe Payments at ************** or www.prepaidcardstatus.com. Our team is working with ********************* on your product complaint.

• Initial Complaint

  07/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have two Cooper Vision online accounts. One checks card order status and the other checks balance. I have been asking them since May 7th to delete both. They keep telling me to email this address or that or that they have escalated the issue and someone will contact me. I go for a while without any replies and then it starts over again. Sometimes they reply in a timely manner, but it is not helpful, simply tells me to submit a request, which I have already done multiple times.

  Business response

  07/12/2022

  Hello Ha-na, This is **** in ************** Thank you for reaching out and your purchase of Biofinity multifocal lenses. Your rebate with Reference Id UGDLDYPDVM submitted on 2/24/22 was paid $50 on 3/11/22. The best way to unsubscribe from any future emails is by clicking on the white "unsubscribe" link at the bottom of the email you received. Please note it may take 1-2 weeks to process your request. If this is not your concern, you may contact us via ******************************* with details such as your specific request and the number you called so we can forward it to our rebate help center team, if appropriate. We want to help.

  Customer response

  07/16/2022

   
  Complaint: 17543486
  
  I am rejecting this response because: I have emailed about 5 different emails. Each time I am told to email someone else. If you read the complaint, I am asking that my two online accounts be deleted. Please take care of this. Thank you
  
  Sincerely,
  
  Ha-***********

  Business response

  07/18/2022

  Hello Ha-na, This is **** in ************** I am sorry to hear about your experience. I have reached out to CooperVision's ****************** team on your behalf. They have assured me that your profile was deleted on June 22, 2022 per your contact with them. If you receive an unwanted email, please let us know. I hope this is satisfactory for you.

  Customer response

  07/20/2022

   
  Complaint: 17543486
  
  I am rejecting this response because: Hi, Both of my online accounts are still active. I can still sign into both. Nothing has been deleted. Again, this has nothing to do with emails or notifications. Please re-read original complaint if you are unclear.
  
  Sincerely,
  
  Ha-***********

  Business response

  07/21/2022

  I apologize for the inconvenience caused to you Ha-na. I have sent an email to CooperVision's ****************** team today on your behalf to let them know your profiles on https://www.coopervisionpromotions.com/ website are still active. They are the team that will be able to look into it for you. Please be aware that the purpose of the profiles that you established on the patient rebate portal is to check status of rebate claims and for future rebate submissions. 

  Customer response

  07/23/2022

   
  Complaint: 17543486
  
  I am rejecting this response because: Thank you. Again, there are two online accounts. https://www.coopervisiondigitalrewards.com AND https://www.coopervisionpromotions.com. Please let me know when this issue is resolved.
  

   

   

  
  
  Sincerely,
  
  Ha-***********

  Business response

  07/29/2022

  Hello Ha-na,

  Our ****************** team has reached out to the reward card issuer, Onbe Payments, on your behalf. Onbe Payments is the owner of https://www.coopervisiondigitalrewards.com. The rebate team has received confirmation from the card provider that they have reviewed the card details and see the card is a one-time load card. Since the cardholder has used the full balance, you can destroy and dispose of it. The card details will automatically disappear from your wallet after 30 days from the card expiration date.
   
  Please note that they are unable to delete the data associated with your card as they are required to retain that data for a minimum period of seven years from the date of closure of the account to comply with legal obligations, such as anti-money laundering legislation.

  The ****************** team is looking into your profile on https://www.coopervisionpromotions.com again. Please be aware that the purpose of your profile on this website is for rebate status and future rebate claims.

  We hope this information is satisfactory to you.

  Customer response

  07/31/2022

   
  Complaint: 17543486
  
  I am rejecting this response because: I am not asking them to delete data. I am asking them to delete the log in for both accounts. You keep responding regarding only one account. Do you not understand?
  
  Sincerely,
  
  Ha-***********

  Business response

  08/11/2022

   

  Hello Ha-na,

   

  CooperVisions ****************** team is working on deleting your profile from https://www.coopervisionpromotions.com. Once your profile is gone, it will remove your login information and you will no longer be able to login.

   

  The reward card issuer, Onbe Payments, is the owner of  https://www.coopervisiondigitalrewards.com. The card issuer has let us know that your details will automatically disappear from your wallet after 30 days from the card expiration date. At this time your login will no longer be valid.

   

  I apologize if this is not satisfactory for you.

   

  Thanks so much for all you help Sum!

   

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

  *******************, Customer Service/Web Support

  209 ****************, ******, ** 14564

  w: ******************  | f: ************

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

   

  Customer response

  08/13/2022

   
  Complaint: 17543486
  
  I am rejecting this response because: Thank you. We will see if this happens. It has been well over 30 days. (I believe since March, so 5 months) and https://www.coopervisiondigitalrewards.com is still active and the card is still in the account. Please let me know when all of this has been finalized. Thank you.
  
  Sincerely,
  
  Ha-***********

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May, 2021, I purchased several hundred dollars of Biofinity contact lenses and received a $50 rebate in the form of a Mastercard gift card. I did not realize the card had an expiration date on it (less than 6 months from time received). I assumed this was like other gift cards that have no expiration date. I was intending on keeping the card to pay for a special occasion dinner, and by the time I realized it was expired, it was too late to renew. In less than a year from time of issue, I was told I was out of luck and had no possibility of getting the card reissued. I feel this is a really shady business practice. I am asking to please have this card reissued to me. The card number is *******************

  Business response

  06/23/2022

  Hi ****, This is **** in ************** Thank you for reaching out and your purchase of Biofinity toric lenses. Your rebate submitted on 5/4/21 was paid $50 on 5/13/21. Please be aware that although funds do not expire, reward cards need to be reissued after the expiry date on the front of the card. I have contacted CooperVisions ****************** team to research your 2021 claim and work with the reward card issuer, Onbe Payments, to reissue your reward with the remaining balance. Please be sure to use the funds in a timely fashion. I hope you will continue to be a Biofinity lens wearer.

  *******************, Customer Service/Web Support

  209 ****************, ******, ** 14564

  w: ******************  | f: ************

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

  Business response

  06/28/2022

  The card issuer will be shipping a replacement reward card for $50 to your address in ************, **, via **** in a white, unmarked envelope. It should arrive in 1-2 weeks. Enjoy your reward!

   

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a year supply(8 boxes @ $110 each for a total of $880) of CooperVision contact lenses from my eye care practitioner on 12/14/21 and I toldabout a$200rebate that I qualifiedfor. I filled out the online form and submittednecessary documentation to coopervisionpromotions.com on 1/6/22 only to find that my claim had been declined. The website didn't include any additional details. For reference, that claim # is U4TZFHPMZ.I went ahead and submitted another claim because the timeframe to submit is 60 days from purchase. For reference, my claim # is UDSZTHHSW4and that claim was also declined. I called the customer service number on 2/7/******************* and spoke to a representative who pulled up my claim. She said that the invoiceand purchase dates didn't match and I explainedthat when I ordered them, they were on backorder so there was a delay in payment. After a few minutes, she returned to the line to tell me that the claim would be manually approved and that the status would be updatedthe next day. As of today, 2/12/22, the status of the claim is still "declined" and I have made several attempts to contact the company by phone over the past few days, only to have the line disconnected while I'm on hold. I also sent them an email (ticket #*******) and received an automatic response back stating "Please note: due to high seasonal volumes and pandemic related impacts beyond our control, we are experiencing temporary delays in February. We'll respond as soon as possible."I would have shopped around for price options, or purchased a lesser amount rather than spending $880 but the $200 rebate enticed me to make the purchase at my ********************

  Business response

  02/14/2022

  02-14-2022 -I have advised ************* there was an error on the promo code and told them to process the rebate for the customer. I also left a message for the patient at 10:30am that her rebate was being procesed.

  Customer response

  02/16/2022

  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,
  
  *****************************

*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. ↩