ComplaintsforAcuvue Merkle Inc.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The rebate redeem process is difficult. Jumping through hoops, starting the process on my computer, had upload receipts from my computer and it didn't work. I was told to use my phone. Ugh! Why? what is the difference? I ahd to start all over using my phone, and that didn't work. UgH! This process is intentionally difficult so that people give up in mid process. I don't know any company that makes its customers do this much work for a rebate. They benefit from people not willing to jump through hoops. And then, you have to mail in all the paperwork that one has just uploaded ? What? Again, it's is clear they don't want people to actually claim their rebates.

  Business response

  06/24/2024

  Hello,

  We looked into this and see this patient has started a 2024 submission online. However, the patient did not finish this online portion. Per the terms and conditions of the MyACUVUE Reward program, 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.

  This patient needs to complete their online portion and then complete the mail-in portion.

  We will have our customer care team reach out to the patient directly and assist them in completing their online portion and give the instructions for the mail-in portion.

  We must abide to the Terms and Conditions of the program to maintain the integrity of the program across all participants. 

  Thank you,

  MyACUVUE Rewards Customer Care

   

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Like many here, I have ordered contact lenses from OASYS and I am still waiting to receive the 40 CAD rebate that was part of the ACUVUEMD Brand Rebates National Promotion. The ref for the submission was #ULTGXWTRHV. This was back in November and I have yet to receive either the check or a satisfying answer as to why it was never received. I have been in multiple conversations with either ACUVUE or Hawk Incentives who handles their Rebate program. They keep saying they will "look it up" and never update you, or if they do it's to "resolve" the case (ie you're back at the starting point). The Reference number for one of the many customer help requests is #*******. There's also CS13067478, CS13067478, and MSG38679819 with Hawk Incentives. I've attached the receipt attached with the submission, and I have written email confirmation that I should have received this check months ago. I'm for the first time in a decade looking up competitors of ACUVUE because of this 40 CAD rebate, and even though I loved the product - that is how ridiculous the process to get reimbursed is.

  Business response

  06/12/2024

  Hello,

  According to the consumers details in this compliant and attachment of the program's rebate. This compliant is not associated to MyACUVUE Rewards US based program. We also do not have any record or submissions under this consumers information for MyACUVUE Rewards US program. 

  It seems like this is a Canada based program that we as MyACUVUE Rewards rebate center do not support.

  We suggest contacting ******* and ******* to get more details on where to reach out for this Canada program.

  General Questions / Ordering
  **************
  M-F 8am 7.30pm EST
  
  Professional Rebate Questions
  **************
  M-F 8am 7.30pm EST

  Thank you,

  MyACUVUE Customer Care

• Initial Complaint

  06/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Acuvue runs a scam in *****************. They offer a "rebate" on contact lens to induce you into buying them, but in order to get the refund, they require layer after layer of procedures in the hopes that they can get out of their obligation to issue the rebate they used to get you to buy their product. Acuvue is unethical and running a fraudulent scheme.

  Business response

  06/13/2024

  Hello,

  We looked into this consumers compliant and see a 2024 online submission completed on 6/5/2024. This submission is in pending status waiting for their mail-in portion to arrive and be processed.

  Per the MyACUVUE Rewards terms and conditions, 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.

  If this consumer did not mail-in their documents, they are required do to so per the programs terms and conditions to complete the submission. Once their mail-in documents are received accordingly to the timeline mentioned in the terms, their submission will be processed (either approved or rejected) based on program requirements.

  Mail-in address:

  Merkle, ********************************-5085

  Terms and conditions: ***************************************************************

  We consider this matter resolved.

  Thank you,

  MyACUVUE Rewards Customer Care

   

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a year supply of contact lenses as I have been doing for years but for some reason this time, Acuvue is making me jump through hoop after hoop to get my rebate. They are refusing to accept my submission due to there being no date of purchase on the receipt which I provided them (February 17 2024), their customer service team has been absolutely no help at all. I mailed in my receipt as well as sent them a photo of it and a photo of my contact boxes and they are still not processing my rebate. This is a valid purchase and I am qualified for this rebate.

  Business response

  05/13/2024

  Hello,

  We looked into this consumer and could not find any submission related to their email of *****************. Consumer did not leave their submission confirmation code to look up either.

  Our customer care team will reach out to the consumer directly and see how we can assist. Was there another email they used to make the online submission?

  Our team will reach out and assist.

  We consider this matter resolved.

  Thank you,

  MyACUVUE Rewards Customer Care 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In this age we should not have mail in rebates. Because I started the process I cant have my doctors office push my rebate through with ACUVUE. I asked that they cancel my rebate claim so that I can have my office do it. *** provided a photo of the receipt already why do they need the original one. I have to do taxes and need my receipts.

  Business response

  04/30/2024

  Hello,

  We looked into this consumers submission and see a in progress 2024 submission. Looks like the consumer completed the online portion of the submission and is now waiting on the mail-in portion.

  Per the terms and conditions, 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.

  Consumer would need to complete the mail-in portion to complete the submission. This involves sending a COPY of their itemized receipts with all requirements on them: 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. 

  Mail to: Merkle, ********************************-5085

  However, we do this this consumers eye care office sent in a Checkout Express order for the same 2024 submission. This mean the office sends the submission to us on the consumers behalf. No mail-in is required if the submission is done via Checkout Express. The Checkout submission did not go through due to the already created manual submission made by the consumer. However, we will approve the consumers manual submission due to their office sending in a Checkout order submission.

  Consumer should get a approval email today with instructions and timeline and when to expect to receive their reward redemption email where they can select their choice of virtual or physical reward prepaid card. 

  Please keep the terms in mind for future purchases and submissions.

  We consider this matter resolved.

  Thank you,

  MyACUVUE Rewards Customer Care 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a $50 rebate from ACUVUE for content lenses purchased. I attempted to use this virtual prepaid card before expiration date. The card was declined for a valid purchase and expired. When I attempted to get the $50 Prepaid card reinstated after the expiration date - I was told since the card was expired I could not get a replacement. Given my card was declined when it was supposed to be valid before expiration the $50 prepaid card must be reinstated ASAP.

  Business response

  04/17/2024

  Hello,

  We looked into this and see this consumer redeemed for a virtual card on 9/27/2023. The card expired on 3/31/2024. Per the terms and conditions, 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.

  We will look into to see if a reset can be made on their virtual card. However, no guarantees as this card did expire within our terms and conditions. Our team will be in contact with consumer with the decision.  

  Also, for future please make sure the consumer checks they are purchasing from qualifying merchants that accept prepaid cards. 

  For any other questions or concerns please contact the card administers below:

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

  Number: ************

  Thank you,

  MyACUVUE Rewards Customer Care

  Customer response

  04/28/2024

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

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When purchasing my contacts I was offered a rebate for getting a year supply. I'm unable to get the rebate due to a broken site. When contacting customer service through email, they provided solutions that don't worked, and told me they are working on the site. The site hasn't worked since February.

  Business response

  04/16/2024

  Hello,

  We looked into this issue and confirmed that currently the MyACUVUE Rewards site is working as expected. During the time when the consumer tried they may have experienced some technical difficulties. However, if they try again now they should be able to continue and submit as expected. If not, this is a user error on the consumers end. We advise to try different browsers and systems including phone, laptop, computer. Log in and out again. Refresh along with clearing all cashe and cookies on browsers. 

  Our customer care team will reach out to the consumer and assist them with this and ensure they can submit.

  We consider this matter resolved.

  Thank you,

  MyACUVUE Rewards Customer Care

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I both purchased 1 year of contact lenses from our Optometrist on the 17th November 2023 for a total of $1,120 each.Our optometrist is a preferred distributor for Acuvue and advised us of the $150 gift card (each) that Acuvue would send to us for purchasing 1 year of lenses.I have had trouble generating a redemption code for my husband in order for him to received his $150 gift card and was provided this case number #********. These are the dates that I emailed Acuvue for assistance:7th December 2023 8th December 2023 12th December 2023 16th January 2024 29th February 2024 12th March 2024 24th March 2024 25th March 2024 4th April 2024 5th April 2024.I was able to receive my $150 gift card but have had so much trouble generating a code for my husband.I received a phone number in a email on the 29th February and after trying to call a several times, I was able to speak with ***** of the 3rd April 2024 who was able to guide me to generate my husbands redemption code.I attached photos of all the boxes and posted my husbands receipt via registered post on April 3rd (I previously posted his with mine).Today I received a email from Acuvue saying that the time frame to do the submission was 60 days. I find this incredible as I have numerous emails proving I have had trouble with his submission. My case number shows I was not able to generate a redemption code in order to have my husbands $150 returned. We have spent a total of $2240 between us on contact lenses and so much time trying to sort this out.We want our $150 which was promised.

  Business response

  04/11/2024

  Hello,

  We looked into this and see a discrepancy in the husbands submission. The original submission was submitted within the 60 day timeframe. However, the submission was rejected due to no product photo uploaded. It seems like the consumer was having trouble resubmitting as the consumer made a whole new submission for the resubmission instead of resubmitting on the original submission.

  Doing this made the system think the resubmission was the original and the resubmission was sent passed the 60 days. There is no timeframe to resubmit, but since the consumer made the resubmission a whole new submission, it counted it as a new submission with the 60 day timeframe in mind.

  Our team went ahead and approved the submission under the husbands email the submission was under. Our ************* team will be in contact with the consumer confirming this and informing them of the approval along with redemption instructions.  

  This matter is considered resolved.

  Thank you,

  MyACUVUE Rewards ************* 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a year supply of acuvue contacts with the bait of a $100 rebate. Every time I complete my required information I am denied the rebate for different reasons. The latest is that they cant see all of the boxes so they deny the claim. Also attached is a receipt showing the total of $432 spent for these. I have mailed the original to acuvue. I have talked to support several times. No help. These people are scamming customers. I just want the $100 as promised

  Business response

  03/26/2024

  Hello,

  We looked into this and do see this consumers rejected submission. The submission was rejected for product photo as the consumer uploaded a photo of all boxes purchased, however, it's a picture of the boxes back side. It does not show the front side showing brand name and quantity. 

  Our customer care team will reach out to the consumer directly and request the consumer to send us a picture via email of all boxes front side to confirm. If all matches and meets eligibility required in terms and conditions, we can approve.

  The consumer can also log in to there MyACUVUE Rewards account and resubmit on their submission - z3rz-awe23e-r9aa their product photo showing us the front side of all boxes. 

  We consider this matter resolved.

  Thank you,

  MyACUVUE Rewards Customer Care

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  r4nn-zaw2wn-32ew I was told to fill out forms online for an Acuvue rebate. Then I was told to mail a copy of the receipt. Then I was told to email a part of the receipt with the ACUVUE product on it, and now I am being told that isn't good enough.

  Business response

  03/28/2024

  Hello,

  We looked into this consumer's submission and see a currently approved 2023 submission. Their submission was approved on 3/21/2024. Originally the submission was rejected as the receipt's requirements were not legible. The consumer reached out to our team and we assisted them in having them send a clearer version of the itemized receipt to see all requirement's needed for approval. The consumer did this (after multiple attempts to get ALL requirements needed on receipt) and our team approved.

  The consumer's reward redemption email came to them on 3/26/2024 and is currently ready to be redeemed for a virtual or physical card. The consumer needs to select their choice of card to receive that choice. They have 3 months to redeem for that choice. Once redeemed they have 6 months to use the funds on the card.

  Our team will resend their reward redemption email so consumer can redeem successfully. The email is coming to the email they used to submit which is ************************. The reward amount is $15 for a current wearer of OASYS 2 week contact lens. No other reward will be given per the program terms and conditions. 

  We consider this matter resolved.

  Thank you,

  MyACUVUE Rewards Customer Care 

  Customer response

  03/28/2024

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

*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. ↩