Shari S.
They've lost a customer
I never really paid attention to what brand of contacts I got, but my negative experience this year with CooperVision has shown me that there really is a difference. Although funds were very tight, I went ahead and ordered a year's worth of contacts because that way I would be eligible to get a $100 rebate. I purchased them, and did the best I could submitting the form with the appropriate documentation and receipts per the directions -- which were very confusing and difficult to understand. I promptly received an email from CooperVision Promotions letting me know it had been received and that it would take up to 6 weeks to process. I heard nothing more, and actually kind of forgot about it. I checked on the website to see when I might be getting my rebate, only to have a window pop up saying "Upon review, the rebate information entered and documents provided do not meet the promotion requirements." Not knowing to just what that was referring, I called CooperVision and had one of the least satisfactory "conversation"s ever. First of all, the person who came on the line spoke with such a strongly accented broken English that I couldn't understand most of what was said. She went to check things out, and came back saying that I had put the wrong address on the form. (Apparently I'd misunderstood the directions and put on the address of my Ophthmalologist where I supposed to put the address of where I purchased the contacts.) I asked about correcting this minor error in order to get the rebate, but was told that it was too late because we were past the 60-day submission time frame. Excuse me, but allowing 6 weeks for processing only leaves 1 week grace period to submit it without going past the 60-day time frame. And, if they can send me an email a few minutes after I submitted it, why couldn't they send me an email letting me know about the minor error so that I could have corrected it before time ran out? The combination of confusing directions, lack of communication and non-caring "customer service" that's actually a contradiction in terms made this one of the most negative experiences I've ever had as a consumer. From here on out I'll be a smart consumer and request a different manufacturer for my contacts -- and hope that they'll also be of better quality that won't tear as easily or hurt when trying to remove them by sticking to my eyeball.