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:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased contacts for both her and our minor daughter. Rebates were promised at the time of purchase. After filling out ***** of paperwork, two $100 Mastercard debit cards were eventually received. However, these cards expired after only 6 months. The marketing for the rebates should have indicated this short period of time more clearly. I was not able to use most of the $200 in rebates due to the short time until expiration. I think issuing a new gift card in the amount of $100 to me would be a reasonable solution. Acuvue should also update their marketing that is provided at the time of purchase to more clearly indicate the 6 month limit on these cards

  Business Response

  Date: 04/18/2025

  Hello ******,
  
  Thank you for contacting *********************************************** We do apologize for the frustration. Unfortunately, we cannot extend expirations on cards that have already been redeemed. We can confirm that you redeemed the Physical Prepaid Master Card on June 26th and 28th 2024, and they both expired on 9/30/2024. As per our terms and conditions, once the card type is selected, the funds must be used within six (6) months or the card will expire. This is also noted on the email forward attached to this BBB complaint. Here's the link to our terms and conditions:
  
  ************************************************************************************************************
  
  If you have any additional questions about your reward, please reach out to Prepaid Digital Solutions for assistance. They can be reached at the information below:
  
  ****************************************************** (Click the Need help button (in green) on the right hand of the page)
  
  ************ or ************
  
  Have a wonderful day!
  
  Best,
  MyACUVUE *********************

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23219363
  
  I am rejecting this response because it is a poor marketing practice to have a customer jump through numerous hoops to receive a rebate and then provide the rebate in a manner that makes it difficult to use.  I suspect that this may be done to help their bottom line.
  
  Sincerely,
  
  ****** McMurry 

• Initial Complaint

  Date:03/17/2025

  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.

  Acuvue is running a promotion for a $100 gift card if you purchase an annual supply of their contacts. In order to redeem the gift card, you need to register online. The website continually errors out with a ************************************************************* to try different browsers, use a pc and mobile and clear my cache history which I think is ridiculous. However - after attempting all these procedures - I still am unable to complete the rewards registration. The error 401 message has been occurring for the last 30 days and was informed by the representative that their IT is working on it. I believe that Acuvue is purposely making it difficult to submit the rewards registration in order to not honor the $100 gift card promotion. Any other vendor would simply need a copy of the receipt but in this case - Acuvue requires to register with a knowingly broken online system and then the requirement to mail the receipt. I want this issue escalated and I will also be going to my local news to expose this rebate scam. I feel bad for the other customers that didnt receive the rebate for their hard earn dollars spent for contact lenses under the falsehood promise of a rebate. I will also be contacting my State Attorney General. By the way - the reset password functions doesnt work as well and no one responds to any emails either. Its a joke for spending over $1,200 for contact lenses and getting this horrible experience.

  Business Response

  Date: 03/19/2025

  Hello,

  Thank you for your email. We were not able to find any previous email contact with this email address. We will reach out directly to the consumer to gather more information on their issue and if needed offer an alternative submission option. Please be on the lookout for an email from *************************************************************************.

  Regards,

  MyACUVUE Rewards Program Customer Care

  Customer Answer

  Date: 03/25/2025

  As of today, I have not been contacted.

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The rewards program issued a virtual card that was unusable as th amount had to be exactly $100. By the time I tried to use the card they said rh card had expired on2/28/25.

  Business Response

  Date: 03/10/2025

  Hello *******,
  
  Thank you for your email. For questions about how to use your card, we recommend reaching out to to the card provider for assistance. We see that you have already initiated and received a extension on your card's expiration with them. Unfortunately, we do not have insight into spending on your card or the vendor you attempted to purchase with, so the card provider will be your best choice for assistance. They can be reached at the information below:
  
  ****************************************************** (Click the Need help button (in green) on the right hand of the page)
  
  ************ or ************
  
  Regards,
  
  MyACUVUE Rewards Customer Care
  
  

  Customer Answer

  Date: 03/15/2025

   
  Better Business Bureau:
  
  Not sure it my complaint had anything to do with it. The card was re-issued but they deducted $12 off the $100. I am not going to go through the effort of fighting with them about it.

  You can resolve this issue but it was not totally satisfactory.

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

• Initial Complaint

  Date:02/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two boxes of contacts at my exam this year specifically because of the promise of a rebate. I sent the original receipt with all requested details to the company immediately after filing on 1/16 and, following an email to the company, another on 2/12. I cant get more than an automated response from the company and keep getting conflicting information on how long these take to process, with some areas of the website stating two weeks, others four, and the auto-response 6-8. Extremely frustrating process. Dont purchase under the assumption the claim will be honored - it seems plenty of others are having the same issue.

  Business Response

  Date: 02/25/2025

  Hello *******,

  Thank you for your message. We were able to refer to the case you opened (Case# ********) and apologize for any confusion. To be clear, the latest "6-8 week" estimate you received after your submission is to allow time for your physical mail to be delivered to us and processed. Once your mail has been processed and your submission has been reviewed, you should receive an email notifying you of next steps. Currently however, there is no further action needed on your end.

  We will reach out to you again shortly via email through your case to also confirm the above so you may have a record in your email inbox. Thank you for your patience while we work on receiving and processing your submission.
  
  Regards,

  MyACUVUE *****************************

• Initial Complaint

  Date:02/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a rebate request after buying a year's supply of daily contact lenses. The request has been denied 3 times for the following reasons:----------It appears that the receipt you submitted does not include a Total Purchase Price. Please note that without a Total Purchase Price listed, we are unable to validate your purchase. Please ensure the Purchase Price can be seen on the receipt.----------Your submission did not meet the requirements outlined in the Terms and Conditions. Please review your receipt and the Purchase Details provided to ensure all required information was provided.----------The receipt you uploaded is not legible. Please upload a new image of the receipt that clearly shows the ******** Practice name, ACUVUE purchased, quantity purchased, purchase date, and purchase price.----------I have now submitted 3 different versions of the receipt, each slightly different and more specific than the next because of the gratuitous rejections. On the last occasion, I also submitted a credit card charge further validating the price that I paid for the contacts. I hand-wrote on the receipts because I was so frustrated, but the instructions clearly explain the charges. The receipts are 100% legible.These rejections feel arbitrary and predatory. I'm attaching the receipts, along with hand-written explanation within those receipts. Also attaching my insurance EOB.

  Business Response

  Date: 02/13/2025

  Hello,

  We were unable to find any email communication from this email address requesting assistance with their upload. For any assistance or explanation on submissions, there is a FAQ page located at ******************************************************. At the bottom of this FAQ, there is a contact us form that the consumer can use to get assistance on their issue. They can also email us directly via our customer care alias at: ***********************************************************************************************

  We see that the image submitted by the consumer is too blurry/illegible to be read and therefore cannot be used to confirm the required receipt details. Due to this, the submission was rejected and requested that an image be sent in that we can use to confirm the required details. Again, we recommend the consumer reach out to us directly to work out why their image appears to be losing quality when submitted and if necessary send the image to us directly so we can review.

  Regards,

  MyACUVUE *********************
  

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Services were rendered on March 29th, 2024, where there was a rebate on contact lenses. After sending all the info requested for the rebate it took months to process. We received the rebate on a gift card totaling$200.00. My complaint is that the rebate gift card should be good for at least a year from the date of receipt before it expires. They sent one that expired in Dec. of 2024 which is three months shy of a year of the time of service much less from the time at which we received the card. Unacceptable when one has to wait for months to even receive the card. Even having it expire from the date of service would be better. Shady business practice. Of course I will lose out because it will be chalked up too being my fault even though I have many gift cards and have never seen on expire so quickly so I thought I had at least a year. Never seen such a thing! Very disappointed!

  Business Response

  Date: 02/04/2025

  Hello,
  
  Thank you for your feedback. We do apologize for the frustration. Unfortunately, we cannot extend expirations on cards that have already been redeemed. We can confirm that you have redeemed the Physical Prepaid Master Card on 06/01/24 and it expired on 12/31/24. As per our terms and conditions once card type is selected, the funds must be used within six (6) months or the card will expire. The terms and conditions can be found at the bottom of our site at:
  
  ***************************************************************************************
  
  If you have any additional questions about your reward, please reach out to Prepaid Digital Solutions for assistance. They can be reached at the information below:
  
  *******************************************************
  Click the Need help button (in green) on the right hand of the page for live chat assistance or call via 
  ************** and **************
  

  Customer Answer

  Date: 02/07/2025

   
  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

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a year's supply of contacts because of the offered rebat e. I have submitted documents three times. My claim keeps getting denied because they say I haven't provided my reciept (which contains ny purchase date, products and all information requested). I also submitted a photo of the 8 boxes of contacts. The scans I submitted are crystal clear - I can't get any help from Accuvue.

  Business Response

  Date: 01/22/2025

  Hello,

  We have recieved this consumer's complaint via our contact us system and will respond there shortly. We see that the consumer claimed Rewards for multiple lens types in their submission, but the image they provided of their itemized receipt and product photos show only one type (eight boxes of ACUVUE® OASYS 1-Day with Hydra Luxe). If the consumer could please clarify what lenses they purchased and provide a clear picture of the product and receipt, we can investigate further. They can reply directly to their case (case# ********). We will also reach out to the consumer and inform them of this on that case as well.
  

• Initial Complaint

  Date:12/21/2024

  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.

  Upon purchasing my contact lenses through ********, I followed all required protocol and mailed the required rebate information in accordingly, in a timely manner, only to be told by the rebate processor that they never received my submission and that the timeframe has now expired to resubmit. I could not resubmit even if I wanted to, however, as they required me to submit cut-out barcodes from the contact lens boxes, which I therefore no longer have, The company lost my submission, and I am now out the $75.00 that I was owed, to no fault of my own!

  Business Response

  Date: 12/23/2024

  Hello,

  This does not appear to be related to the MyAcuvue Rewards program that we administer. We do not have a program associated with a ******** **** rebate with "**************", per the image associated with IMG_0836.
  

  Customer Answer

  Date: 12/30/2024

   
  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

  Date:11/24/2024

  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.

  9/11 Optometrist recommended Acuvue contact lenses and gave me paperwork to claim the rebate (a $100 Mastercard). I signed up with Acuvue to begin the process of claiming the rebate.9/26 After two weeks, I am given notice that I can move ahead with mailing the rebate materials in.10/8 I am notified that MyACUVUE Rewards have been approved. I have to wait up to another 14 days for a link to choose between a virtual or physical Prepaid Mastercard. 11/15 I received an email confirming that I have a $100 payment available. I am told to follow a link. I follow the link and choose an electronic card. Subsequent attempts to claim the card fail. Following the confirmation email prompt "(to) Click here to check your balance, card details, spend history and more" fail because to verify, I must wait for the email sent to (shown on the screen): ******************* and enter the verification code. THIS IS NOT MY EMAIL ADDRESS NOR IS IT THE ADDRESS THAT HAS BEEN USED TO COMMUNICATE WITH ME UP UNTIL THIS POINT. No email arrives in my junk or otherwise.11/2 Detailed inquiry to [email protected]/5 ************* replies, "unfortunately we are not the department best suited to further assist with this issues (sic)" and they tell me to go to *********************************************************** Attempts to sign in to that site ask me to verify my identity via an email that (again) I do not recognize: ****************** 11/5 I send another email to customer care. No ***********/** An online request goes unanswered.11/19 Phone call with prompts cuts me off after 4 minutes. Live chat unavailable unless I log in. I cannot log in with the "wrong" email.11/19 I send another email asking for help. No response.11/24 Post to BBB. I would like them to correct my email address in their system and allow me to claim my rebate. My card is currently impossible to claim as Acuvue runs down the clock on a card with only a six-month life.

  Business Response

  Date: 12/02/2024

  Hello,

  We looked into this and see a approved 2024 submission, approved on 10/8/2024. We see the consumers reward redemption email came to them on 10/15 and consumer redeemed for a virtual card on 10/15 as well.

  We will have our customer care team reach out to the consumer and see if we can trouble shoot in getting them to view their payment. If no luck, the consumer will need to reach out to the card distributors ************************* to see if they can help. Our team will provide the consumer with their information once we reach out and work with the consumer first.

  We consider this matter resolved.

  Thank you,

  MyACUVUE Rewards Customer Care

• Initial Complaint

  Date:11/14/2024

  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 made the decision to purchase a 1 year supply of my contact lens due to a $250 rebate that would help off set some of the cost. I purchase Acuvue every year. I applied for and received my rebate this past spring and was saving it for a purchase I had upcoming and I went to use it and the store declined it and then I noticed on the back of the card it stated it was valid through 8/24. This rebate was the reason I made the decision to spend so much with Acuvue at one time and knew we would need the funds. I attempted reaching out to Acuvue and explained my situation and they advised me to call the card issuer for resolution. I have attempted to contact Acuvue prepay digital a few times now and I cannot get through to anyone or find any other way to communicate with them. I am looking to have my card reissued as this is a lot of money. I will be due for contacts soon as well.

  Business Response

  Date: 11/15/2024

  Hello,

  We looked into this and do see approved submissions for 2023 and 2024. Both submissions were claimed and approved by consumer on 2/16/2024.

  We also see the both reward redemption emails coming to the consumer on 2/22/2024 and the consumer redeemed both of them for a physical card on 2/26/2024.

  Per the terms and conditions, *Rewards paid in the form of an ACUVUE Prepaid Mastercard. Your reward confirmation and payment will be delivered via email. Follow the instructions in the email to select between a virtual or physical 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.

  Since the consumer did not use the funds before the 6 months were up and the card expired, the funds are forfeited per the terms and conditions. We must abide to the Terms and Conditions of the program to maintain the integrity of the program across all participants. 

  If the consumer has any further questions or concerns they must reach out to the card distributors at the below. Since the funds are now expired and forfeited we as MyACUVUE Rewards customer care can not assist as the card distributors are involved with the funds.

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

  (Make sure to click on the Need help button in the right-hand
  corner of the website after they click on the link). 

  Number: ************ and ************
  

  We consider this matter resolved.

  Thank you,

  MyACUVUE Rewards Customer Care