ComplaintsforBausch & Lomb Inc

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased one year's supply of daily (*** ****) contact lenses. The flyer states in huge letters "receive up to $300." As I understand it, I qualify for the $200 rebate. I spent much time trying to upload pictures of boxes to this company's most difficult specifications. These specifications of how the boxes are to be photographed, contradicted each other and due to this contradiction, the rebate has not been awarded. In my opinion, it is not right to make this process so difficult the consumer gives up. Or, (also in my opinion) maybe that's by design. I emailed regarding the "box pictures" difficulties encountered and have received no response. Separately, there should be a mail in option if the company is so incredibly picky. I have uploaded all materials and still no rebate and still my questions are ignored. I purchased contacts from another manufacturer for similar type rebates for approximately ten years and never had any issues or problems.

  Business response

  11/18/2024

  Thank you for contacting us regarding this consumer's contact lens rebate. We are sorry to learn of this consumer's frustrations! Upon further review of their claim, we discovered that the claim was approved. We value the consumers of our products and any delay in our rebate process is unintentional. We thank this consumer for using our products and we hope that they will continue to wear and enjoy our lenses for years to come. Kind Regards, Bausch + Lomb Customer Care

  Customer response

  11/20/2024

  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

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September of 2024 I purchased a 1 yr. supply of Bausch & Lomb Infuse contact Lenses through my eye care professional with the understanding that there was a rebate on them. As directed on the rebate form I scanned the QR code and sent a text as directed. I received a text message back that the code was good and for me to reply by text with images of my receipt and *****. I completed the submission as directed. Two days later I received a text saying they were unable to process my claim due to missing or blurry pictures of contact lens box *****. I took new photos of everything, including receipts, and resubmitted. The next day I received a text message now saying they could not process the claim because of missing or blurry picture of contact lens receipt. No information is missing and all images are legible.

  Business response

  11/12/2024

  Thank you for contacting us regarding this consumer's contact lens rebate. We are sorry to learn of their frustrations and are pleased to approve their 2024 rebate! Any delay in the approval of a rebate is unintentional and we regret any inconvenience this may have caused. We thank this consumer for using our lenses. Kind regards, Bausch + Lomb Customer Care

  Customer response

  11/13/2024

  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

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my one year of ****** for *********** from a contact lens online retailer after I got my prescription from my eye doctor. This was on October 30th, 2024. I received them on November 1st, 2024. I saw that I could get a $300 rebate on the ****** contacts so I filed for this as soon as I opened my package. Long story short, I was rejected for the following reasons: First, it was because my photos of the *** were blurry, so I zoomed in on my photo and resubmitted. I checked my case status and noticed I was rejected again. When I contacted the customer service email, they told me this time the issue was because my "eye doctor's address cannot be located." I find this to be irrelevant because I did not purchase these from my eye doctor but rather from a Bausch + Lomb online retailer. I responded to the email explaining I did not purchase the contacts from my eye doctor hence their address is not on there but instead, the address of the retailer is. I have yet to get a response back but within hours of their first response, I got another notification saying my case my rejected because they couldn't find the qualifying contacts in my invoice. My invoice says "****** for ***********" with a total of 8 boxes = equaling one year's supply. This is extremely conflicting with the issue I was just directly told by the service agent. I truly just want my $300 rebate for these contacts. I have since resubmitted my claim. I'm disappointed at the ridiculous checkpoints I have had to go through. It shouldn't be this hard to acquire a rebate for these expensive products.

  Business response

  11/11/2024

  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. We value the consumers of our products and hope that this consumer will continue to wear an enjoy our lenses for years to come.  If the consumer has any further questions or concerns, they may contact Bausch + Lomb Customer Care by phone at ************** or by email at **************************  Kind regards,Bausch + Lomb Customer Care

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been attempting to submit my rebate from Bausch and Lomb and keep various excuses ranging from images not being clear, not having proper code and every other excuse they can come up with. I spent $1000 for a year’s supply of contact lenses and my eye doctor had assured me that I would be able to get my rebate. I was unable to get my rebate last year also. This is unacceptable and feels dishonest.

  Business response

  11/12/2024

  Thank you for contacting us regarding this consumer's contact lens rebate. We are sorry to learn of their frustrations and are please to approve her rebate! A $300 **** gift card was issued. 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 Care

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased contacts through my eye doctor. I was told if I purchased a year's supply of contacts, I would get a $300 rebate. When the contacts arrived, I filed the rebate and uploaded the documents. Two days later I received the following text: "We are unable to process your text message claim submission due to an invalid purchase date that does not qualify for a rebate." My purchase date is well within the rebate dates as shown on the rebate form I uploaded.

  Business response

  09/10/2024

  Thank you for contacting Bausch + Lomb regarding this consumer's contact lens reward.  We are sorry to learn of this consumer's frustrations. We have reviewed the claim and are pleased to approve the rebate in the amount of $300.  If the consumer has any further questions or concerns, they may contact Bausch + Lomb Customer Care by phone at ************** or by email at ************************** 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 Care

  Customer response

  09/11/2024

  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

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed the Bausch and Laumb Horizon rewards to get $200 back from my contact purchase and the claim was approved, I picked out a **** e gift card and they sent me a link which goes to a card activation page that requires a card number, which was never sent to me. I called B & L and they told me to call **** and **** told me to call B & L. It was very cyclic and I sent them screenshot twice and no one has the authority to help me. I was trying to use that gift card to buy school clothes and school started last week. I get the runaround every time stating that the email should have sent the link to the card and not the activation page but no one can just send me the link. This is feeling super shady and I have never dealt with anything like this with rebates before. I just want someone with the authority (since no one seems to have any or wants to step up to help me) to make this right. It's not too much to ask since I spent so much money to you guys. My kids and myself all buy your products and this is just gross to me.

  Business response

  08/30/2024

  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 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 Care

• Initial Complaint

  08/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a similar experience with the Bausch & Lomb rewards program as earlier complaintants I was told by the opthamalogist at ****** ****** that after purchasing a supply of contact lenses from Bausch & Lomb for $220.96 I would receive a $100 rebate. I submitted the necessary paperwork online to Bausch & Lomb multiple times before they accepted my rebate which was not a cash rebate, but coupons for Bausch and Lomb products. Each submission was rejected for being incomplete or blurry. Then I was sent 10 different coupons each worth $10. As they are each a one time 'credit card' that cannot be combined with another, they are only good for a Bausch & Lomb product that is less than $10 including tax. In effect they are only good for a rewetting drop bottle in the amount of $6.50 on ******. I would not have purchased the Bausch and Lomb product if I'd known all of this ahead of my purchase.

  Business response

  08/20/2024

  Thank you for contacting us regarding this consumer's ****** co-pay card reimbursement. Please be assured we are actively working to resolve this consumer's submission for March. We value the consumers of our products and any delay in this process is unintentional. Kind regards, Bausch + Lomb Customer Care

  Customer response

  08/22/2024

  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

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was using prescription eye drops -******. Bausch and Lomb purchased this drug from ******** in the fall of 2023. I have been using these drops since 2020. There is a co-pay offered up to $250 per 30 day fill if insurance doesn't cover it. I paid for this drug in January, February and March at the cost of $366.23 per fill. I called on March 21st to check status of all 3 months. They told me they had the information and it was under review and that there was a backlog due to the change over in the companies. I called again on April 22, 2024, again on all 3, They paid January end of April and February early May. I am still waiting for the $250 reimbursement for March. I sent the necessary information in via Fax on March 7, 2024. I yesterday called ************ and left a call back number and received no call back. Today I called the same number again along with others ************* ************ ************. All numbers were given by customer service reps as they bounced me around. I was on the phone with the various numbers for 35 minutes between all. Finally the last number above said they have nothing for me which is incorrect as they told me on two other occasions they had the information and I kept the fax sheet confirming receipt. I just want to receive the $250 I am owed. There is a difference in this product since the turnover so I am no longer using it. I think it's terrible that companies offer a co-pay to help with the cost of a rather expensive eye drop and then they do not pay for months on end. I have attached all the information that is required for reimbursement to this complaint. 1. Insurance card 2. ****** Reimbursement form ($250 shows down bottom in small print). 3. Receipt from ******* for $366.23. March 3, 24 fill (also shows ****** ****** **** information) 4. Box cover from drug 5. Fax Confirmation

  Business response

  08/09/2024

  We have been in contact with Ms. **** and her reimbursement request is actively being investigated.  Kind regards, Gina

  Customer response

  08/12/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I have provided BL with all the information necessary to process my reimbursement.  They again asked me for by co-pay card number which was previously included with my complaint to the BBB.  They have been reviewing this information since March.  They have acknowledged on  two occasions on the phone that they had my information.  This is not a complicated situation.  The company makes and offer of reimbursement, and I would like to receive it without further delay.  Regards,  ******** ****

  Business response

  09/10/2024

  Thank you for contacting us regarding this consumer's ****** co-pay card reimbursement. We are pleased to confirm that the submission has been approved and the consumer can expect a reimbursement check to arrive shortly. We appreciate the opportunity to resolve this concern. Kind regards, Bausch + Lomb Customer Care

  Customer response

  09/11/2024

  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

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After submitting clear photos and documentation numerous times, I keep getting messages that my $100 rebate has been rejected due to photos of UPC codes are unclear or the latest is they can’t make out the date on my receipt. I emailed Bausch & Lomb and got an automated response with the same information. Please give the option to mail documents and photos or provide a human being to assist the customer.

  Business response

  07/22/2024

  Thank you for contacting us regarding this consumer's contact lens rebate. We were sorry to hear of this consumer's frustrations. Upon further review of the claim, we discovered that the claim was approved. We value the consumers of our products and any delay in our rebate process is unintentional. We thank this consumer for using our products and we hope that they will continue to wear and enjoy our lenses for years to come. Kind Regards, Bausch + Lomb Customer Care

  Customer response

  07/23/2024

  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

  07/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought over $200 of contacts and my doctor urged me to buy it all at once so I could get the gift card. It took a while because I had to submit 3x for my $60 gift card. I then got the card and was unable to use it online for a $27 purchase. Okay, I thought there was an issue and forgot about it. Then I tried using it last week during boys Nationals in Dallas so my son could have a small debit card (he’s 12) and it wouldn’t work. I called customer service behind the card and was told to try again, tried again and didn’t work. The card expired June 30, 2024 and today is July so it already expired and I have not used a penny. Gift Card Number is **************** and you can see my activity of declines and full balance. I then call B+L and they cannot reissue a new card and then I call behind the card at **** and they say they cannot issue another card and it’s gone!! :( OMG!! I feel like I got scammed somehow!

  Business response

  07/09/2024

  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 $30 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 Care

  Customer response

  07/12/2024

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

*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. ↩