Acuvue
reviews and complaints

i went to my Amazingly, Awesome Eye Care Specialist here in Kansas City, MO- the Technician, Heather has been amazing during this whole rebate process. She does her job well & i am confident she submitted the rebate offer/receipt correctly. I did a follow up- to confirm the rebate offer was timely & accurate. I got the first delay when the Acuvue Rep mention that the receipt was not submitted with my email on it. So after this receipts was submitted a 2nd time, i again follow up--- they then tell me that it is in processing & to wait 3 business days. So again, 3 business days pass & still no rebate email to me. I call a 3rd time-- confirming again it is "now" in processing. So now another 3 days & follow up--- now they tell me it's another 3 days- they have no answer as to "why" the delay on this. i have requested a Manager to call me back & awaiting that now. This is exactly WHY companies like them, make the process difficult & lengthy & as a consumer is very frustrating. It will surprise me if this rebate EVER gets back to me.

When I got the rebate offer I asked my eye doctor if there was a time frame to enter the information online for the rebate. I was told just as long as it was before the deadline of the rebate to come to an end. So since I travel all the time for my job I waited a few months to fill it out. So this past holiday weekend I filled the online information out and submitted it. Then received an email on Tuesday saying it was declined because it had to be submitted 60 days after purchased and was 28 days past the cut off my purchase. Even though the promotion was still being offered and was told to use that deadline, that they said they could not honor the rebate. I sent a follow up email and was basically told that even though I was told incorrect information that they would not due anything and told to have a excellent day! With this type of customer service I will be switching back to my old contact company for my future contacts.

I ordered my Acuvue vita contacts from Target in 02/23/2022. There has been a continued problem with the contact's tearing and have to be discarded. This has not been a previous problem. I am now short of contacts. My doctors appointment is with Dr Robert Taylor at Shepard's Eye Center in Las Vegas. [protected]. My appointment is not until February 3rd 2023. I am in desperate need of a few contacts for the next few weeks. I am in Louisville with my sick husband at this time. Thank you. Siv Adams

The rebates are definitely a scam. I sent all required documentation and photographs of the boxes and had to fight to get just half of the promised rebate. I only received that after forwarding my complaint to our local news consumer reports investigator. So many defective daily contact lenses in both the standard and astigmatism boxes. I’ve had to throw so many lenses away. It’s a colossal waste of money and also waste of materials and packaging. This is the second year in a row of rebate issues and defective contact lenses with an annual order. I’m sorry I let the optician talk me into another annual supply purchase. I’m done - never purchasing this brand again.

First time I purchased contacts I chose Acuvue and was offered a $250 reward after filing all my information.

When I went to claim how to receive my VISA they only offered me the digital and not physical. Had I had the physical option, I would have used it within 6 months but had forgotten about the email and also couldn't conveniently use the email at the grocery store.

When I went to use the digital VISA it had expired twelve days ago. I emailed ACUVUE and a couple of days later the email said to contact them through a phone number. So I did. The person kept telling me I have an option to click on the digital VISA that I did not have. He kept saying he has it on his end therefore I have it on mine. I offered several times to send him a picture with no response only that I have it on my end. Insert eye roll here.

He said he would resend me a new digital VISA for a $10 reissue fee. I asked him to waive the fee and he said he would not. I asked to speak to a supervisor and he said there wasn't one present.

After not having the option of a physical card and clearly did not have what he was talking about on the digital VISA to update to a new expiration date, I do not believe I should have to "pay" the $10.

After 27 minutes of being on the phone, he said he would reissue the card with no fee waived, I said "Fine" and he hung up on me.

TERRIBLE customer service. I have been in customer service for many decades and would NEVER treat a customer the way I was treated.

I was Hung up on! Terrible customer service.

I called back and after a new person reviewed my account, she said the previous entered the code to reissue but never submitted it fully. Just hung up on me instead.

I have yet to see if I receive a reissued digital VISA. Take 10-12 days to resubmit a digital VISA through email.

Hello, I've never had an issue with your product till now. Your box lot B0112RL3WS has defected lenses; over half of them had blurred infected spots. These box come with 12 lenses. These lenses were for my right eye. So many of them had blurred and infected spots that you can't see. This caused alot of frustration and hardships because you had to get another lens, you shorten your wear time on the contact, since they are to last at least two weeks; even now, while typing this complaint to you, I still have on the defected one on. this is not acceptable. It's very intolerable as i need to see clear for work as i use a computer everyday for work. Defected lenses shorten my wear time, and that's not how this should be, and as a loyal customer, I feel cheated personally and financially. No one can go through the day with blurred vision and i have a condition that i can't wear glasses. Please reach out to me to get this issue taken care of.

Acuvue contact rebate is ridiculous! I submitted everything online including pictures 6 days after purchasing. I was also prompted to send in the original receipts along with my confirmation number. I knew it took a long time for this process as I have done the rebates in the past. I recently remembered that I have yet ti receive my reward and looked into it. The reward website did not recognize my email (the only one I have used for the last 20 years) and I had to recreate my account. Therefore, my order is nowhere to be found. I called and there is nothing that can be done because my purchase was over 60 days ago. They never received my mailed in information. Such a waste! I will now purchase my contacts the cheapest way possible and I will also be using a new brand that is not Johnson & Johnson.

I have tried to submit all proper back up to claim my $80 rebate. I made sure it was all correct. Then i get an email about taking a picture of the boxes. So i submitted that. After that I got an email about the receipt. So i submitted again. I called a few times one woman told me that my receipt didn't have my name. I explained that this is the receipt they gave me from the store and I can write my name on top. That didn't suffice. so i called my eye place and had them call you. They said that my receipt wasn't clear when i scanned it and they needed it again. So the eye place sent me a copy of the receipt. And again I received an email that the dates on the regenerated receipt do not match the date of purchase. This is ridiculous. That is the date of purchase and if the optometrist sends me that how dare you say the date is diff when that was printed from their system.

This is a total scam. I presented everything you asked and yet I still get different info and have no other way to provide what you think I didn't submit. this is such [censored] how dare you. I have no doubt you have no intention to rebate the agreed amount of $80

The rebate program is the biggest hassle ever! I've done it several years now and every year I've "filed something wrong" or they can't see it on their end so I have to refile and miss the deadline. Their website is very hard to use and you can't find the "status of your award button". Customer service just says they can't find it either. Next year I am ordering contacts from 1800 CONTACTS.

This is the second year 2021 and 2022 that Acuvue denies my rebate. Last year, they told me that they could not see the name of the doctor on the receipt I sent and asked to mail my original document. I did, but I never received an answer or a rebate. This year, they told me that I bought my contact lenses two months too early and thst I did not wait for a full year to refill my lenses. If they did not pay my rebate last year they should not use last year date and should just give me my rebate for the current year. I think that Acuvue is using any little excuse not to pay their rebates.

One 12/30/2021, I spent $643.20 on a year's supply of contacts from Acuvue with the understanding that they offered a $150 rebate. I've accessed the rebate in the past, but this year, I reached an on line screen that required a two-step authentication code be sent to my mobile phone "for my protection". Since I don't have a mobile phone, I looked for the alternative method to authenticate my identity as other businesses offer - perhaps to my eMail or phone. Neither option was offered. I contacted Acuvue Customer Service in January and asked for help and was told that a cell phone was required to complete the process. I spoke to a customer service rep., Adrianna, and was told the same thing. This is abysmal service from a company I used to respect. Surely someone could have helped me get past the authentication screen so I could access the rebate I was entitled to. Acuvue has lost business by making their rebate requirements limited to the use of a cell phone.

I have been filing and resubmitting my receipts and photos for a rebate for Acuvue for a couple weeks now, I provided all the requested photos and documents with all the required information and I keep getting rejected.

I emailed and called customer service and they give me the same canned response regardless of the medium I contact them by.

Acuvue - your process is very flawed, I urge you to revisit this process and method of submitting and reviewing data sent for review for rebate. the customer service is ridiculous and useless. When I call I should be able to have an actual conversation not a canned response from someone that is only reading off a script. I did not get any information I could have read from the automated email. If you truly are interested in retaining customers I would consider changing this process to be more user friendly.

Hire a customer experience consultant. You are failing misserably.

Over the years I've tried multiple times to get rebaits from them. Every time they deny it. Last time they said the receipt wasn't legible. The receipt was perfectly clear and scanned in high resolution. It looks as clear as can be. They just don't want to give out rebates.

After following the lengthy and ridiculous requirements to receive a rebate, I got an email that said I would receive notice within the next few days. Nothing. I try to log into my account, and it wants a 2nd part verification that it says it's sending to my email. It never is sent. I've checked spam, junk, every folder I have looking for this verification and there's nothing. This just seems to be a continuation of a policy of trying to get people to give up on asking for their rebate.

Total scam. I followed the instruction to the letter and sent in what they asked for in order to get the reward for the purchase. Three weeks later I received an email stating they needed a photo of the boxes that the contacts came in otherwise they were not processing my reward. I called company and said it does not ask for a photo of the box, and that the instructions ask for the receipt. Receipt was sent in. I will not be buying from them again. If they do not want to honor the rewards then they should not offer it.

Most contacts are fine but I usually lose a total of 10 pairs…they need to replace.

The situation with REBATES is ABSURD! Simply clean up this inefficient over the top ridiculous process.
Who, in heavens name is trying to SCAM YOU? This process of yours, you KNOW, only guarantees you more revenue. Wrong and self serving and so beyond ethical business practice. Your reported earnings annually will not be hurt by you paying what you promise, a rebate to those of us struggling to live within our income.

Just do it! Clean up this process.
Also, give us a way to recycle the packaging and used lenses. Why can we only recycle in the UK? Get organized and find your moral compass!
So disappointed,
Oregon girl earning her way in the WORLD!

Let me just say trying to get a rebate from this company is a nightmare! Everything they require for you to submit is simply ridiculous. I don't understand the purpose of getting a receipt with your information, product Information, Dr's name, date of exam, purchase date and the amount you paid for the items when you still have to submit a picture of the product you ordered, that clearly you don't recieve on the spot. Submitting for a rebate with this company is a joke and takes forever! Part of my reasoning for purchasing these contacts were because of the rebates being offered but I personally feel like it's false advertisement and they purposely make the process of filing for a rebate difficult in the hopes that people will give up and not follow through with the process. Its ridiculous! Don't offer rebates if you know as a company, you don't want to follow through with giving people money back. Realistically this is a scam but probably not identified as one because people tend to give up due to the overwhelming process they make you go through only to deny you at the end.

The rebate is hassle and a joke for the consumer. I've done several rebates in the past, and none were this un-user friendly.
I sent in all of the necessary things in order to receive my rebate. Now I'm told that I have to take a picture of the product and send it in via the website. Umm...I think not! Whatever happened to being user friendly?
I strongly feel that Acuvue, went this route in hopes of it's customers, giving up and not doing the rebate so they can keep the amount of the rebate.
The customer rep by the name of Shasta, was a complete nightmare to understand and lacks tact in the customer service department.
I recommend Acuvue to train the customer service agents to listen before speaking and when speaking to speak clearly and concise.

It's a hit and miss but when it hits I have major problems with my eyes for about a week almost like pink eye but way worst! I have called they said they haven't had any complaints.

some contacts are fine and others i put in my eyes and completely cloud for no reason, this has gotten me through a year supply in much less time, this is the 2nd or 3rd time i have experienced this.

This has been ongoing since 2020 i believe in October, i sometime have chosen to not wear makeup to mitigate the cloudiness and nothing works besides opening a new pair. It happens just moments after putting them in. I have worn these contacts for over 5 years, what has changed?