ComplaintsforJohnson & Johnson Vision Care

• Initial Complaint

  02/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I went to the optometrist and got a prescription. I ordered through the vision center of the optometrist on January 24th. However, my receipt did not not match what was received in the mail - i.e. contact type. I was charged for the wrong Acuvue contact but received the correct prescription. I purchased Acuvue Oasys Astigmatism (accidently) and got Acuvue Moist Astigmatism. Thus my receipt was updated to reflect the correct contact(s) purchased - i.e. Acuvue Moist Astigmatism. However now I'm having issues getting my Acuvue brand rewards. I'm having trouble getting my purchase accepted through the online portal. I need to talk to someone to rectify. I want my prepaid Mastercard as I factored this into my purchase price when choosing this contact brand. I paid no money directly to the business but did factor the rebate into the purchase price. I would like the rebate I am entitled from them. Confirmation code that I have been working with through their online portal is ****************.

  Business response

  02/28/2024

  Hello,

  We looked into this and see this patient's 2024 submission. We see the patient's submission as rejected for requirements missing on his receipt as well as mismatch brands. The patient uploaded a credit card receipt and not their full itemed receipt showcasing the following:

  Patient name
  Doctor first/last name OR name of seller
  ACUVUE brand purchased
  Number of boxes/lenses purchased
  Date of purchase
  Proof of Purchase

  Also, on their online submission they inputted the wrong brand. They put half (4boxes) of OASYS 1-DAY for ASTIG and half (4 boxes) of 1-DAY MOIST for ASTIG when their photos of all boxes show all 8 boxes of 1-DAY MOIST for ASTIG only.

  To move forward, our customer care team will reach out to the consumer and ask for their itemized receipt showing the requirements mentioned above. If consumer sends the required documentation, our team can update and approve their submission for a annual supply of 1-DAY MOIST for ASTIG for a current wearer value of $100.

  Thank you as we consider this matter resolved.

  Best,

  MyACUVUE Rewards Customer Care 

  Customer response

  03/06/2024

  This complaint was resolved.  The company responded.  I needed to ensure all was complete.  Please let me know if any questions. Thank you.  

   

  **** 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Acuvue offers a 100 dollar rebate towards contacts purchased Jan 1 - June 30 2024. But when you go to sign up for the rewards program and then try to upload the receipt, the web site stops working. I have tried over many days. In two browsers. I also tried on my mobile phone and I couldn't get past signing up for the rewards program; I couldn't even get as far as uploading the receipt on the mobile version. It is clearly a scam. What surprises me is that my eye doctor is the one that told me about the rebate and encouraged me to get 2 boxes of 24 contacts even though my insurance would only cover part of the cost. They told me the rebate was legitimate and would work fine. The amount of money I would like is the 40 dollars not covered by my insurance, which is the amount of rebate I should have received from them. The receipt that proves I purchased the contact lenses is attached.

  Business response

  02/15/2024

  Hello,

  We looked into this and see this consumer does not have/made any submissions for the MyACUVUE Rewards Program yet. We apologize for any difficulty they had in getting their submission in.

  We will send this over to our customer care team and that team will reach out to the consumer and provide assistance directly via email. We will provide step by step assistance on how to submit. We will also give the consumer our customer service number and hours of operation in case they want to call us for a in depth walk through on how to submit.

  Thank you as we consider this matter resolved.

  MyACUVUE Rewards Customer Care

• Initial Complaint

  07/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  ****** offers a rebate for the purchase of contacts. I had attempted multiple times to submit for the rebate online using a mobile device, however the web-application would not allow me to upload and submit my receipts for documentation. There was not any accessible error handling or user guidance to use desktop/laptop vs. mobile submission. Multiple attempts were made via web-app on a mobile device over several weeks. It wasn't until I had access to a computer and scanner that I could upload the documentation which fell outside the 60-day reimbursement window. Due to the inoperable status of the web-application via mobile device, I had requested ****** to take accountability for their failure to clearly indicate the user requirements and to be reconsidered for the rebate. They rejected my request citing "fairness to their customers" as justification. I am dissatisfied with their response. I respectfully request ****** to take accountability for the defect in their web-application via mobile use and demonstrate value in customer loyalty by approving my rebate. Review of the initial submission for confirmation code **************** would indicate the initial request was opened within the 60 day window and confirm it was unable to be submitted until 6/20/23.

  Business response

  07/26/2023

  We looked into this consumer's compliant and see their rejected 2023 submission. Their submission was rejected as submitting passed the 60 days timeframe. Per the terms and conditions, Reward requests must be submitted online within 60 days of purchase. Consumer purchased on 3/30/23 and submitted on 6/21/23. This is over the 60 day timeframe.

  However, we reviewed and see consumer had trouble submitting online during this timeframe with reach outs to our team explaining the troubles. We will allow a one time exception only for the consumer to get approved passed the timeframe due to this trouble. 

  We will approve the submission as a one time exception only. The consumer should look out for a approval email within 24hrs letting them know they are approved along with next steps on how to redeem their reward.

  Thank you,

  My****** Rewards Customer Care 

  Customer response

  07/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Sir or Madame, It is with a great source of embarrassment that I share with you that I am homeless. Now, I need cataract surgery. Insurance will only cover a monofocal lens and it an Extedned Depth of Focus (EDOF) like Johnson Vision’s Técnis line. Through fax and email, I have tried to get a hold of the corporate office to see if you might have a philanthropic division and have been unsuccessful. Can you kindly advise who I can reach out to? Thank you. ********** **** ********

  Business response

  05/02/2023

  This is the account for the MyACUVUE Rewards department. We handle any issues regarding the reward program. Unfortunately, we would not be able to assist further. We recommend the consumer reaches out to Johnson and Johnson corporate to find out more information:

  (800)-874-5278

  or

  (800) 843-2020

  Thank you,

  MyACUVUE Rewards Customer Care 

  Customer response

  05/04/2023

   

   Complaint: ********

  I am rejecting this response because:

   

  while I certainly understand that they don’t handle this, it would have been nice of them to have forwarded my request, rather than have to go through the process of contacting coptos te and having to repeat the story over and over again.

  Regards,

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

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased contact lenses from Acuvue thru my eye doctor. When I purchased them, I was advised of a $300 refund/awards program offered thru the company. I completed all the on-line documentation and chose a credit card option as opposed to some on-line service for the $300. I was advised back in early December that my card was "on the way!". Not only did I never receive it... I have never received any supposed replacement after contacting the company ************ repeatedly. I fell this is a scam to just get your personal information. I want the $300 as it is now the principal of the thing and I don't understand why I am being completely ghosted by them, but it does affirm my suspicion this is a scam.

  Business response

  03/15/2023

  We looked into this patient and see this patient got approved for their 2022 submission on 12/31/2022. Their reward redemption email for them to select their choice of a virtual or physical pre-paid card (not a credit card or gift card) came to them on 1/6/2023 and they selected the physical card that same day 1/6/2023. We do see the full balance on the card still.

  Unfortunately we are not the department best suited to further assist with this issues as we normally assist with the following:
  
  -Checking the status of your online submission
  
  -General questions regarding the selection of a Master Virtual or Physical card.
  
  -General inquires for the rebate
  
  -Questions or assisting with submissions,
  
  
  If you have any additional questions about your reward and reissuing due to not receiving, please reach out to Prepaid Digital Solutions for further assistance as they are the department tasked with printing and distributing the cards. They can be reached at the information below:
  
  
  **************************************

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

  Please note this is a different number than what the consumer provided in their compliant. They will have to call the new number above to explain the situation and get the card reissued. 

  
  
  We consider this matter resolved.

   

  Thank you

   

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

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted J&J regarding their MyAcuvue rewards program concerning a rebate claim. Despite following every single direction given my the rebate form, and even mailing in the original copy of my contacts receipt, the insurance claim was denied multiple times, each with different reasoning provided. The confirmation code is ae9w-a2343n-4n4z and my claim was last denied on 1/3/23.

  Business response

  01/18/2023

  We looked into this consumer and see their rejected 2022 submission. This was first rejected for their receipt being illegible as we could not see all requirements on it. The consumer then resubmitted with a clearer receipt. However, we rejected again due to the patient purchasing from an ineligible seller. ContactsDirect.com is not an eligible seller and does not participate in the MyACUVUE Rewards program. Per the terms and conditions, ACUVUE® Rewards are only valid on in-office purchases, purchases made at select retail locations and purchases made via ACUVUE® Shop. Rewards are not valid for internet purchases (except via ACUVUE® Checkout and ACUVUE® Shop) and purchases made at large retailers including (but not limited to) Costco® Optical, Sam’s Club® Optical, BJ’s® Optical, Walmart® Optical, Target® Optical, or LensCrafters® Corporate locations, but other offers may be available for ACUVUE® Brand purchases at these retailers.

  As you can see, ContactsDirect.com would be a ineligible online internet purchase. For this reason we must abide to the Terms and Conditions of the program to maintain the integrity of the program across all participants. The submission will remain rejected as we are within our terms and conditions. We consider this matter resolved.

   

  Thank you,

   

  MyACUVUE Rewards Customer Care

• Initial Complaint

  01/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a year supply of contact* from *****e and have yet to receive them. Purchase date 12/2/2022 Order number: ********** I have tried to contact them over the phone and have not been able to get any ****r**tion on my order. I have also reached out to them via social media and have not heard back. I have nothing else to do but report them for taking my money and not providing me with the product I paid for.

  Business response

  01/05/2023

  -----Original Message-----
  From: *****E <********************************>
  Sent: Thursday, January 5, 2023 1:20 PM
  To: **** ******* <*********************>
  Cc: **** <i****************>
  Subject: RE: Better Busines* Bureau Complaint - ID of 18683617

   

  Hello ****,

   

  Thi* i* regard* to compliant ID of 18683617 for consumer ****** ******

   

  We looked into thi* consumer and see they do not have any recent ******** ******* submissions. Their last submission wa* in 2019.

   

  We noticed thi* compliant i* i* reference to their product order not delivering to them yet. We are the ******** ******* department specializing i* the ******** ******* program. We are not the one* who **ke or deliver the order* nor do we have insight on order* and their tracking or timeline.

   

  We are a loyalty program for consumer* who purchased their contact* and want a rebate associated with that purchase. We suggest thi* consumer talk to their Eye Care Provider or place of purchase to see the statu* of their order.

   

  We consider thi* **tter resolved a* thi* i* the wrong team and area of thi* compliant request.

   

  Thank you,

   

  ******** ******* Customer Care

  Business response

  01/09/2023

   

  Yes, we read the attachment and it doe* not correlate with what the consumer* compliant is. A* stated from consumer they did not receive their contact* they paid for yet (which from the attachment, ye* they paid). However, ******** ******* program doe* not handle orders, shipping, delivery of the product order paid for. That i* handled by the source the consumer bought the contact* from (eye care professional, eye doctor, certified retail site* etc.,).

   

  If the consumer want* to participate in the ******** ****** program, they can and go to ***********.************************************ and sign in to their account to submit for a r***** determined by our term* and conditions. During the submission proces* consumer will need to upload their receipt and a photo of all boxe* purchased. If they do not have the boxe* yet, they can still wait a* they would have 60 day* to submit after purchase. They purchased 12/2/22 so they have some time to wait to see if their boxe* come. If not, they can upload their receipt in the box upload spot a* well. However, doing thi* might result in a rejection if our team doe* not know about it. If they go thi* route it i* best to have consumer reach out to u* so we can place note* on the submission so they won't get rejected for no box upload.

   

  After the online submission consumer must **il in their copy of receipt with their confir**tion code written on it (they get code after successful online submission) to:

   

  Merkle, PO Box 5085, Kala**zoo, MI 49003-5085.

   

  The consumer can alway* reach out to u* directly at ******************************** or (888) 998-6290 9am – 5pm, Monday – Friday (EST) if there i* more ****r**tion and detail she need* to explain or need* help with the submission process.

   

  Thank you a* we consider thi* **tter resolved.

   

  ******** ******* Customer Care

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Went approximately 10 months ago to my eye doctor and got Johnson and Johnson Acuvue contacts and they told me that Johnson and Johnson has a rebate for the contacts for 200 dollars. I sent in the rebate card and never got my rebate. My wife had the same problem and had to file a BBB complaint and Johnson and Johnson said they would send her the rebate money but never did until she filed a complaint. Read reviews of people having the same problem. Their customer service is horrible and won't get back with you. They fight with you about giving the rebate.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchase a year supply of Acuview contact lenses. Completed rebate request anticipating a 200 dollar rebate. After one month of waiting and hearing no reply, I called and was told the initial information that the submission can be made online was not correct. I needed to mail in the proof of purchase and wait another 6-8 weeks for approval. After that time, I heard nothing. I contacted Acuview rewards and was told the submission was being carefully reviewed. Yesterday I was told submission will not be honored as I did not purchase from an authorized retailer. I received an email explaining such. I could not find who authorized retailers were. When questioned, Acuview (Johnson and Johnson) emailed me a copy of the terms and conditions. I had to MAGNIFY them 4 X on my screen just to be able to read that where I purchased (Costco) is not an authorized reseller. This is deceptive and misleading. Put the rebate in big bold, but the fine print is basically unreadable.

*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. ↩