• Report: #889474

Complaint Review: Ciba Vision

  • Submitted: Mon, May 28, 2012
  • Updated: Tue, September 25, 2012

  • Reported By: Jessica — Columbus Ohio United States of America
Ciba Vision
Kansas City, Missouri United States of America

Ciba Vision Air Optix contact lens RIP OFF!!! Won't honor rebate--All criteria met!! Kansas City, Missouri

*UPDATE Employee: Eye Exam not with-in 90 days...

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Ciba Vision claims they have a rebate running for their Air Optix line of contact lens. I use the Night and Day Aqua, which boasts a $30.00 mail-in rebate with the purchase of 4 boxes. They also are offering a $15.00 fitting rebate for an eye exam if you're a first time wearer--combined savings $45.00. I had my eye exam last year, so I was just stocking up on lens and was looking to take advantage of the $30.00 rebate. I purchased my lens, filled out the paperwork, clipped upcs, sent ORIGINAL reciepts, followed the directions exactly. I check on the status of my rebate, a month later by the way, to find out they've denied my rebate, stating that I needed to provide eye exam information.

I read over the rebate form again and again, making sure I'm not missing something before I email them. The form is set up in such a way that you check off which rebates you're interested in--the fitting rebate, the quantity purchase rebate, or both. In the terms and conditions it states "offer is limited to one fitting portion and one quantity rebate per person". It goes on to say "only new wearers to the brand are eligible for the fitting rebate", so I'm thinking it has to be a mistake and I email them.

A few hours later I get a staged response, "We apologize however it appears as though we are missing the eye exam receipt information needed to process your reward.  If you attempted to mail in your eye exam receipt it does not appear to have arrived or could not be read, or was not an itemized receipt." No one even bothered to read my email where I explained why I didn't provide eye exam information and that I wasn't after that rebate. Technically, I wouldn't even apply for the fitting rebate because I'm not a new wearer to the brand. It was clear that they were not interested in resolving the issue, or reading what I had to say for that matter.

I understand that in the grand scheme of things $30.00 isn't something to go crazy over, but I did spend over $180.00 in contacts lens with the ultimate goal of getting the rebate. No where on the rebate form does it state having to have an eye exam AND purchase quantity in order to qualify.. if that were the case, then why itemize the rebate? I'm more frustrated than anything, it shouldn't be that difficult to get a freaking rebate. It's a shame because I really like the contacts and their solutions, but this has just left such a bad taste in my mouth.


This report was posted on Ripoff Report on 05/28/2012 12:41 PM and is a permanent record located here: http://www.ripoffreport.com/r/Ciba-Vision/Kansas-City-Missouri-64141/Ciba-Vision-Air-Optix-contact-lens-RIP-OFF-Wont-honor-rebate-All-criteria-met-Kansa-889474. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Eye Exam not with-in 90 days...

AUTHOR: Ciba Rep - (United States of America)

The rebate terms & conditions do state that to qualify for the rebate there needs to be an eye exam preformed with in 90 days of your contact lens purchase. You stated that you had an eye exam last year...and "No where on the rebate form does it state having to have an eye exam AND purchase quantity in order to qualify".

Please look at the small print of the rebate certificate n(was also on page 2 of the rebate form you printed, all by itself too, that is where this info was located. They do have an exception to this business rule tho, if the eye exam is with-in 6 months, they will honner it, you just have to call them to have that exception preformed.

Now, I understand that most people only get an eye exam once a year but in your case, your eye care provider should not have told you about this rebate since your purchase did not qualify because you did not have an eye exam with-in 90 days of your purchase.

I am very sorry that we could not process your rebate, but, the blame for this is not solely on CIBA, most of it is with your eye care provider who should know the products they are selling and the rebates that go along with them. Now your left feeling ripped off by a rebate that was not due to you in the first place.
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