ComplaintsforBausch & Lomb Inc
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Complaint Details
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Initial Complaint
07/06/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
In Feb 2022 I purchased a year's supply of contact lenses from B&L because they offered a $200 gift/rebate in return. I uploaded my purchase into their website and received reward points for my purchase, which I was able to redeem for a $200 Visa® eReward Virtual Account with an expiration date of 10/2022. The virtual card DOES NOT WORK AT ALL. It's an online card that is not usable for any online purchases. I've called many times to seek a replacement for the card and they will not issue one. I feel robbed. They will not address the issue and they've essentially stolen $200 from me. I wan't my $200 back.Business response
07/29/2022
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 add 2,000 points back to the consumer's account to redeem another reward.
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
05/03/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Date of transaction: 4/16/2022Amount of money spent: $614.12The customer service for the promotional rebate reward programs is ridiculous. I mistakenly requested to redeem my rewards at two specific retailers, and when I called to ask if I could cancel those requests and receive a **** gift card instead, they said they could not do it. My requests had not even been processed, I had not received any gift cards, and had not spent any money, yet they would still not do it. I spent a substantial amount of money on a full year supply of contact lenses, and I would expect the customer service to be better when spending that kind of money. I will not recommend Bausch + Lomb products to anyone, nor will I purchase these products again. Very dissatisfied. I would like to receive my reward points on a **** card instead of at the retailers I previously chose.Business response
05/04/2022
Thank you for contacting Bausch + Lomb regarding this consumer's contact lens reward. We are sorry to learn of this consumer's concerns and are pleased to be able to restore the consumer's original point value, which may be redeemed for the reward of her choice. We value the consumers of our products and hope that this consumer will continue to wear and enjoy our lenses for years to come. Kind Regards ,Bausch + Lomb Customer CareCustomer response
05/04/2022
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
02/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In Dec of 2020 I submitted a claim for a reward card from Bausch and Lomb Reward center. The reward was based upon a purchase of contacts from the company. All of my paperwork was submitted and I was having a bit of trouble so I spoke to someone at B&L. They helped me finish up and told me that once I chose a reward it would not expire, but would be accessible whenever I wanted to claim it. All I had to do was log in and claim it. So, I selected a **** *** gift card in the amount of $210. No certificate was ever issued, I was told I just log in. So, in January of 2022 (1 yr and 1 month later) I logged in with the intent of claiming my reward to go toward a large purchase. I was counting on the B&L reward being like a banking system since no gift card (electronic or plastic) was ever issued (I thought that when I claimed it I would get a code). When I logged in, the reward was gone. I called customer service and they put in a ticket. I finally got a response from the claim center (after a second call and CS escalating my claim 2 weeks later) and was told that a reward was issued and to click on the link. When I clicked, the link was expired and the screen said to submit a ticket if I needed help. I replied by submitting another ticket, That was over a week ago and I still haven't heard anything. I am seeking resolution to the $210 I was promised, qualified for and submitted all of the necessary paperwork for, but was never given. I chose B&L products because they offered a reward/rebate to help offset the cost of their product. I am frustrated that after more than a month of going back and forth with customer service, I cannot to get them to issue an active certificate or link to the reward that was promised.Business response
03/14/2022
Thank you for contacting Bausch + Lomb regarding this consumer's contact lens reward.We are sorry to learn of this consumer's frustration and are pleased to be able to assist the consumer in accessing her virtual gift 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 CareInitial Complaint
02/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a year's supply of contacts at my local eye doctor, from a brand that I don't normally purchase contacts from due to the great rebate offer they had in place. However, I went to use it today and much like many others, discovered there was an expiration date on the funds. I would greatly appreciate the same resolution others have been given.Business response
02/08/2022
Thank you for contacting Bausch + Lomb regarding this consumer's contact lens reward.We are pleased to mail a replacement reward card to this consumer!We value the consumers of our products and hope that he will continue to wear an enjoy our lenses for years to come. Kind Regards,Bausch + Lomb Customer CareInitial Complaint
12/28/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I am a loyal Bausch and Lomb consumer and am very disappointed that their rebate program includes a $200 rebate card that expired four months after I received it. This seems very questionable as a practice, and once expired the card has no value. These products are very expensive, the least they could do is give the consumer the better part of a year before expiring.Business response
01/27/2022
Thank you for contacting Bausch + Lomb regarding this consumer's contact lens reward.We are sorry to learn of this consumer’s frustration and are pleased to mail a replacement reward card to this consumer. We contacted the consumer to provide additional details surrounding the replacement. 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
12/06/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a year's supply of contacts, from a brand that I don't normally purchase contacts from due to the generous rebate. However, I went to use it today and much like many others, discovered there was an expiration date on the funds. I would greatly appreciate the same resolution others have been given.Business response
12/23/2021
Thank you for contacting Bausch + Lomb regarding this consumer's contact lens reward.
In an effort to provide a resolution as soon as possible, a replacement reward card will be sent by mail to this 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
12/01/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
1. My daughter ***** **** gets contact lenses with a coupon rebate. 2. The lenses arrive late (they are for astigmatism) and I have to file the claim "manually" after the coupon expired. 3. The claim is approved on Sept 25, 2021 via an agent, who sends me a confirmation email that a *********** card for $210 will be in the mail. 4. After the expected wait time expires with no card, I call the *********** customer service phone# provided, and the agent tells me there is no account information for me. 5. I call/write Bauschrewards and let them know. The agent tells me he will contact *********** to find out what happened. Agent insists a card has been sent. 6. After more emails/calls I am told the issue is "escalated". Then I'm told I will receive the reward online. On my account I can now see added options for redemption but there are no points added, so I cannot redeem anything. 7. After this: several emails and phone calls from me result in nothing. Each time a new entry level bausch employee tells me variations of the following: A visa card has already been issued, (No, it hasn't) OR There is no claim at all (yes there is, read the file) OR they start talking about the OTHER previous claim for my OTHER daughter **** which was approved in March 2021 and has been fully reimbursed without problems. (it's in the file. Read it.) As the agents generally do not read what's in my file already, they seem to be mostly concerned with ending the conversation and my problem does not get resolved. I really wonder about that *********** card that was supposedly mailed out: If so, why is there no account information at all for me when I call the *********** customer service number I was given? And if a card was somehow sent out, would it not have security features in order to redeem the amount on it? And, after the "escalation" if I am supposed to be able to receive my points online, why are they not added to my account. Please process my coupon refund!Business response
12/23/2021
Thank you for contacting Bausch + Lomb regarding this consumer's contact lens reward.
We are sorry to learn of this consumer’s frustration and are pleased to mail a reward card to this 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 Care
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Customer Complaints Summary
58 total complaints in the last 3 years.
29 complaints closed in the last 12 months.