Complaints

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:11/12/2024

  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.

  The New York Eye and Ear Infirmary has a longstanding partnership with Acuvue. At the annual visit, the ophthalmologist usually offers each patient a rebate coupon for $200.00 to offset the cost of the annual supply of contact lenses. 1) The first time I went on Acuvue online to submit the rebate, the system did not recognize New York Eye and Ear Infirmary. I could not move forward with the submission as I kept getting an error message, which was odd. In years past, all the submissions were made using the New York Eye and Ear Infirmary. 2) I contacted Customer Service to inquire about the glitch. 3) One representative told me that they were now using the acronym, NYEE, which stands for New York Eye and Ear Infirmary. She made the change in the database, and asked me to log out and log back in. I was then able to move forward with the submission, attaching a photo of the annual supply of contact lenses purchased from Walgreens for a total amount of US$1,158.96. 2) I received a message from Acuvue with a confirmation code notifying me that my submission was successful, and that I would be awarded a $200.00 reward upon review of the physical rebate form that I was to mail. 3) I dutifully mailed the physical rebate form writing the Confirmation code **************** as requested. I got this message from them: 4) Two weeks later, they denied the claim with the following comment: Your receipt shows that your purchase was made from a non-participating reseller. Nowhere on their website is it stating that you have to go to a particular reseller. Also, this is my fifth year buying contact lenses from Walgreens and submitting the rebate forms to Acuvue without any problems. Acuvue is showing bad faith and is engaging in deceptive practices in denying the award of the prepaid card. I need the help of the Better Business Bureau to hold them to account. Let's keep them honest. Let me know if you need anything else from me.

  Business Response

  Date: 11/13/2024

  Hello,

  We looked into this and see this consumers 2024 submission was rejected for seller. As indeed the consumer purchase from Walgreens.com which is an ineligible seller for the MyACUVUE Reward program. The consumer may have gotten their exam at a eligible eye care office (NYEE), but they purchased from an ineligible online seller of Walgreens.com. 

  Per our 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® purchases at these retailers.

  Walgreens.com falls within the internet purchases (not limited to) section of the terms and is not eligible for rewards. We must abide to the Terms and Conditions of the program to maintain the integrity of the program across all participants.

  We also see this consumer got rejected for the same reason last year on their 2023 submission. 

  We consider this matter resolved.

  Thank you,

  MyACUVUE Rewards Customer Care

• Initial Complaint

  Date:10/04/2024

  Type:Product 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 was issued a prepaid Mastercard for $250 as part of the advertised rebate offering from Acuvue, a brand of Johnson and Johnson Vision for my purchase of a year supply of contact lenses. The card was sent to me virtually on December 4, 2023. When I went to use the card in October 2024, I was informed that the card had expired. I believe that although J&J claims that this is different from a gift card, which must be valid for 7 years under MA law, that it does in fact fall under that category. Additionally, J&J Vision's rebate practice are a series of unnecessary hoop-jumping in order to get people to give up and drop out along the process. Including, but not limited to, requiring both a virtual picture of the original receipt, and after approval, followed by a requirement to send in said original receipt in paper form. This requirement is more stringent than any legal document required for official government documents.

  Business Response

  Date: 10/04/2024

  Hello,

  We looked into this consumer's issue and do see a 2023 submission. This submission was approved on 11/28/2023. We also see this consumer received their reward redemption email on 12/4/2023 and redeemed for their choice of a virtual prepaid Mastercard on 12/6/2023. 

  We see that this virtual card did expire on 6/30/2024.

  As per the terms and conditions "Rewards paid in the form of an ACUVUE® Prepaid Mastercard, You must select your card type (virtual or physical) within three (3) months from the date these instructions are sent via email. The link to access your payment expires after that time. Once card type is selected, the funds must be used within six (6) months or the card will expire. This is not a gift card. Please note that prepaid cards are subject to expiration, so pay close attention to the expiration date of the card.

  As mentioned in the terms this is not a gift card but Prepaid Mastercard, which can expire.

  Also, per the terms and conditions, to submit for a reward online at www.myacuvuerewards.com, proof of purchase must be submitted including digital scan or photo of products, and upload of product purchase receipt. Product purchase receipt must include (a) patient name, (b) name of seller, (c) ACUVUE® product purchased, (d) number of boxes/lenses purchased, (e) date of purchase, (f) proof of purchase, and (g) online confirmation code. Failure to provide all required information will prevent receipt approval. If you purchased an annual supply OR if you are submitting your reward for the first time for a 3-Month or 6-Month supply, then after completing an online submission, you must mail in your original unaltered receipt to complete your submission. Failure to provide all required information or failure to complete all necessary steps will prevent receipt approval. Allow 6-8 weeks for delivery of mail and processing of online submission.

  This is the two step process to submit the online portion and mail-in portion to be considered for approval of a reward. 

  
  These Terms and Conditions are available for all consumers on the tear pad and also on the website:
  
  ************************************************************r
  
  Please note that patient agree to these terms by participating in the MyACUVUE Rewards program and when accepting and redeeming their prepaid card. In order to maintain integrity and fairness with all participants throughout the rewards program, we need to abide by the Terms and Conditions.

  If you have any additional questions about your reward or seek to see if a reissue can be granted, please reach out to Prepaid Digital Solutions for assistance. They are the card distributors and have all authority to determine such exception. They can be reached at the information below:
  
  
  ************************************** (Click the Need help button (in green) on the right hand right of the page)
  
  Numbers:
  
  ************ and ************

   

  We consider this matter resolved.

  Thank you,

  MyACUVUE Rewards Customer Care

  Customer Answer

  Date: 10/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: under Massachusetts law a gift card must not expire for 7 years, a prepaid mastercard DOES fall under the definition of a gift card under Massachusetts General Law. The business is trying to use differing terminology to get out of this statute. Despite what the T&Cs say, I believe that the business is specifically making barriers toward redeeming these rewards.

  Regards,

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

  Business Response

  Date: 10/08/2024

  Hello,

  As previous mentioned, Per the terms and conditions "Rewards paid in the form of an ACUVUE® Prepaid Mastercard, You must select your card type (virtual or physical) within three (3) months from the date these instructions are sent via email. The link to access your payment expires after that time. Once card type is selected, the funds must be used within six (6) months or the card will expire. This is not a gift card. Please note that prepaid cards are subject to expiration, so pay close attention to the expiration date of the card.

  As mentioned in the terms this is not a gift card but Prepaid Mastercard, which can expire.

  Prepaid cards are not the same as gift card or gift certificates in relation to this program and the reward cards given out.

  
  These Terms and Conditions are available for all consumers on the tear pad and also on the website:
  
  ************************************************************r
  
  Please note that patient agree to these terms by participating in the MyACUVUE Rewards program and when accepting and redeeming their prepaid card. In order to maintain integrity and fairness with all participants throughout the rewards program, we need to abide by the Terms and Conditions.

  
  If you have any additional questions about your reward or seek to see if a reissue can be granted, please reach out to Prepaid Digital Solutions for assistance. They are the card distributors and have all authority to determine such exception. We are MyACUVUE Rewards who can not further assist with reissue or exceptions on a expired card. The card distributors will be able to assist. They can be reached at the information below:
  
  
  ************************************** (Click the Need help button (in green) on the right hand right of the page)
  
  Numbers:
  
  ************ and ************
  
  We consider this matter resolved.

  
  Thank you,
  MyACUVUE Rewards Customer Care

• Initial Complaint

  Date:09/30/2024

  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.

  I purchased Acuvue Contact lenses through Revolutionary Eyes and was told a rebate of $250 will be sent to me for buying a year worth of contacts. I never received the rebate. Acuvue is alleging that the card has been used. It is obvious that the card never made it to me and someone else received it instead. They said it can take 120 days to investigate the matter. I can save them this trouble if I can just return the merchandise, and I can be refunded or they can resend the full rebate.

  Business Response

  Date: 10/02/2024

  Hello,

  We looked into this and see this consumer has a 2024 submission approved on 8/29/2024. We also see their reward redemption email came to the consumer on 9/04/2024 and redeemed for a physical card that same day. Per the records we see this consumer spent some some the cards funds as they have $49.57 remaining balance.

  If the consumer has a dispute as they claim they did not use the funds, they will have to reach out to the card distributors so they can run a investigation which if done, will follow their timeline of investigation. 

  Digital Prepaid Solutions ACUVUE:
  ***************************************

  ************ or ************

  Please keep in mind per the terms and conditions, this is NOT gift card but a prepaid card which can expire. 

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

  If the consumer wants to return their contacts they will have to go back to their place of purchase and work through the details with their eye care professional or point of sale.

  We consider this matter resolved.

  Thank you,

  MyACUVUE Rewards Customer Care
  

  Customer Answer

  Date: 10/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I never received this prepaid visa card. This is the whole point of this dispute. I already reached out to that department and let them know of the situation. How do you expect me to go to each retailor and dispute a charge that I did not even make??? I was at work all day when those charges were made. I am not accepting this response. Please contact the digital department and let them know what they are doing about this. If this is a prepaid visa card that expires, then that means that the card has my name on it correct? Whoever used that card was fraudulently using it as me. I want proof of all transactions and signatures. 

  Regards,

  ***** *****

  Business Response

  Date: 10/03/2024

  Hello,

  
  The consumer is claiming they never received their physical card to use. Claiming of fraud activity due to the use and activity on card without consumer knowledge. 

  This is MyACUVUE Rewards we help with submissions, entry, and general assistance with the rewards program. Since we are not the card distributors we can not further assist helpfully in this matter. Below is the team to contact and keep contacting so the card distributors can start a investigation of a fraud dispute and offer assistance. If you already reached out, please reach out again to get updates on the status if you already started a dispute. If not, next steps is to contact the card distributors and start a dispute, you will fill out a form to get the investigation started on their end. We apologize for any inconvenience. However, the dispute form needs to be done by the original card receiver and no know else.

  Again, their contact information is below:

  Paid Digital Solutions ACUVUE
  
  ***************************************

  Number: ************ AND ************

  Thank you,

  MyACUVUE Rewards Customer Care

   

  Customer Answer

  Date: 10/03/2024

  [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

  Date:02/26/2024

  Type:Customer Service 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 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

  Date: 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 Answer

  Date: 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

  Date:02/14/2024

  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.

  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

  Date: 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

  Date:07/25/2023

  Type:Sales and Advertising 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.

  ****** 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

  Date: 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 Answer

  Date: 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

  Date:05/01/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/14/2023

  Type:Product 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 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

  Date: 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

  Date:01/17/2023

  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 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

  Date: 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

  Date:01/04/2023

  Type:Billing 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 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

  Date: 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

  Date: 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