ComplaintsforBausch & Lomb Inc
Optical Equipment
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Complaint Details
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Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am filing a complaint against Bausch&Lomb regarding a rebate issue. On April 15, 2024, I purchased their product under the assurance that claiming the rebate would be simple and straightforward, as guaranteed by their salesperson. However, despite following their instructions precisely and submitting clear product and receipt pictures as requested, Bausch&Lomb repeatedly rejected my submissions, citing blurry images. This experience has left me feeling misled and frustrated. I kindly request your assistance in ensuring that Bausch&Lomb honors their rebate promise promptly. Thank you.Business response
07/08/2024
Thank you for contacting Bausch + Lomb regarding this consumer's contact lens reward. We are sorry to learn of this consumer's frustrations! We are happy to approve the rebate in the amount of $310.We value the consumers of our products and hope that this consumer will continue to wear an enjoy our lenses for years to come. Kind Regards, Bausch + Lomb Customer CareInitial Complaint
04/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The Bausch&Lomb rewards program appears to be a scam. They do not appear to have any intention of honoring the rewards they advertise for purchasing their lenses. I purchased an annual supply of Bausch&Lomb contact lenses in February 2024 with the understanding that I would receive a $200 monetary reward from the Bausch&Lomb Rewards program upon application. I applied for the reward at ************************ and provided photo copies of the required documentation only to have them reject it because there was a problem reading the image. I re-submitted the documentation and they rejected it again. Third time, again rejected. As I attempted to re-submit the documentation again, I had to request a password reset because the website did not recognize my password. Upon receiving the password reset e-mail, the link provided within it to re-set the password did not work. I again requested a password reset but did not receive another e-mail from them to do so. I believe they make the process impossible to complete because they do not want to give customers the rewards.Business response
04/29/2024
Thank you for contacting Bausch + Lomb regarding this consumer's contact lens rebate.We are sorry to hear that the rebate submission was denied. We have reviewed the claim and are happy to approve the rebate in the amount of $210.Any delay in the approval of a rebate is unintentional and we regret any inconvenience this may have caused our consumer.We value the consumers of our products and hope that this consumer will continue to wear an enjoy our lenses for years to come. Kind Regards, Bausch + Lomb Customer CareInitial Complaint
04/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchased a one year supply of B&L BioTrue contact lenses through my optometrist, with promise of a rebate after sending in photos of the receipt and UPC. Claim was rejected due to “missing or blurry pictures of your contact lens receipt. ” Photo was crystal clear. Tried resubmitting photos but getting message that “this claim has already been submitted.” Noticed that others have had similar issues with B&L paying up, and feel like B&L is being dishonest here. Plan to return contacts unless they conduct business honestly.Business response
04/30/2024
Thank you for contacting Bausch + Lomb regarding this consumer's contact lens reward. We are sorry to learn of this consumer's frustrations and are pleased to approve their rebate. Any delay in the approval of a rebate is unintentional and we regret any inconvenience this may have caused our consumer. We value the consumers of our products and hope that this consumer will continue to wear an enjoy our lenses for years to come. Kind Regards, Bausch + Lomb Customer CareInitial Complaint
04/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I purchased contact lenses and received a rebate offer. I submitted all the required documentation, only to receive an automated response that the images were not clear. The images were clear. I resubmitted 2 additional times, received the same response the first time, and the second time that the information did not match the requirements. I believe this is all done by a bot, there is no option to speak to a representative. Very frustrating experience. I can see that there have been other complaints about this issue, as well as complaints from those who have received the rebate being unable to use the gift cards received.Business response
04/23/2024
Thank you for contacting Bausch + Lomb regarding this consumer's contact lens rebate. We are sorry to hear that the rebate submission was denied. We have reviewed the claim and are happy to approve the rebate. Any delay in the approval of a rebate is unintentional and we regret any inconvenience this may have caused our consumer. We value the consumers of our products and hope that this consumer will continue to wear an enjoy our lenses for years to come. Kind Regards, Bausch + Lomb Customer CareCustomer response
04/23/2024
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
04/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased contacts from my eye doctor and was told I would receive a rebate from Bausch + Lomb. I have submitted all required documents three times and they continue to deny my submission, stating that image quality of UPC codes is poor (it is crystal clear). I have contacted them via email form and received no response. Starting to feel like a scam. I have contacted my eye doctor who originally sold the contacts to report this mess in the hopes that they will stop advertising this rebate. Exceedingly frustrating.Business response
04/25/2024
Thank you for contacting Bausch + Lomb regarding this consumer's contact lens reward. We are sorry to learn of this consumer's frustrations and are pleased to be able to approve their rebate. We value the consumers of our products and hope that this consumer will continue to wear an enjoy our lenses for years to come. Kind Regards, Bausch + Lomb Customer CareInitial Complaint
04/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I ordered 8 boxes of contacts lenses via my Eye Doctor on 2/29/24 for $820.75 with the expectation of $310 in rebates available based on the special from Bausch and Lomb. The exact day I received the contacts I uploaded all necessary pictures and documentation in the exact manner of the instruction and received a message that the image quality of the UPCs was poor. I have attempted to submit this several more times with EXTREMELY clear pictures and get the same message every time. I have reached out to customer service and received no response. This seems like a scam and a stall tactic to get me outside the window in which I am able to get the rebate. I have submitted very clear images and all documentation and expect to receive the $310 owed. They should not be allowed to do this.Business response
04/25/2024
Thank you for contacting Bausch + Lomb regarding this consumer's contact lens rebate.We have made multiple attempts to contact the consumer and have not received a response at this time. We are happy to discuss options to approve their rebate submission. They can call us at ###-###-#### Monday through Friday 9 am to 5 pm EST so we can further assist!Kind regards,Bausch + Lomb Customer CareInitial Complaint
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I got new set of contacts a years supply on Apr 13,2023. I have sent in all of the required information for the rebate submission process and never received any response on the rebate status for months. When I initiated a query I was told that I should have reached out earlier than that. My first question is why did you not process it in a timely manner and send me the rebate amount? Why is there an excuse to blame it on customer? Please review this asap and get back to me soon. ThanksBusiness response
04/23/2024
Thank you for contacting Bausch + Lomb regarding this consumer's contact lens reward.We are sorry to learn of this consumer's frustrations and are pleased to be able to approve their contact lens rebate. We value the consumers of our products and hope that this consumer will continue to wear an enjoy our lenses for years to come. Kind Regards, Bausch + Lomb Customer CareInitial Complaint
03/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They advertise the rebate program hard, but it is a scam and they do everything possible to never disperse. I submitted all my required documentation well before the rebate deadline, only for them to wait weeks (until one day after the deadline) to reject it due to “a problem with proof of payment image” even though all the pictures were very clear. Contacted customer service several times with all new pictures with no response.Business response
04/01/2024
Thank you for contacting Bausch + Lomb regarding this consumer's contact lens reward. We are sorry to hear of their frustrations. We have reviewed the claim and are happy to approve the rebate.We value the consumers of our products and hope that this consumer will continue to wear an enjoy our lenses for years to come. Kind Regards, Bausch + Lomb Customer CareCustomer response
04/01/2024
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.
Regards,
******** ******
Initial Complaint
03/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been using ****** for over 4 years. The product seems to not work as it use to, and my eye sifmght seems to be blurry, near and far sighted.Business response
04/16/2024
Thank you for contacting Bausch + Lomb regarding this consumer's concern with ******. We have made multiple attempts to contact the consumer and have not received a response at this time. We are happy to discuss refund options with this consumer. They can call us at ************** Monday through Friday 9 am to 5 pm EST so we can further assist! Kind regards, Bausch + Lomb Customer CareInitial Complaint
03/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I received a $200 virtual gift card that I have been unable to use. I have tried to use it several times at different businesses and it is declined every time. The reason provided is that the expiration date doesn't match. I enter it correctly every time; customer service has verified that I am using the correct expiration date verbally over the phone and by seeing that it was added correctly to my wallet. I made 4 phone calls to customer service to resolve the issue with no success. When I asked for a replacement card, I was told that this wasn't an option. I finally got through to technical support that said they would resolve my issue and even had a case number. I was told I should hear something back within 4 days. I called back a week later with a case number and they would not transfer me to technical support. When transferred to a supervisor, they claimed they couldn't hear me and hung up.Business response
04/01/2024
Thank you for contacting Bausch + Lomb regarding this consumer's contact lens reward. We are sorry to learn of this consumer's frustrations and are pleased to be able to send a replacement card. We value the consumers of our products and hope that this consumer will continue to wear an enjoy our lenses for years to come. Kind Regards, Bausch + Lomb Customer CareCustomer response
04/01/2024
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.
Regards,
***** ******
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Customer Complaints Summary
74 total complaints in the last 3 years.
27 complaints closed in the last 12 months.