Complaints

This profile includes complaints for Bausch & Lomb Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bausch & Lomb Inc

  Area 58/1400 N. Goodman Street Rochester, NY 14609

• 

  Bausch and Lomb Pharmaceuticals Inc

  8500 Hidden River Pkwy Tampa, FL 33637

• 

  Bausch & Lomb Inc

  1 Bausch & Lomb Place Rochester, NY 14604-2701

• 

  Bausch + Lomb

  400 Somerset Corporate Blvd Bridgewater, NJ 08807-2867

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought contacts and was told I’d get a $300 check rebate. Turns out it was only a gift card, which I was unhappy about but accepted. The card was lost in my house shortly after I got it. I just found it and it expired 4 months ago. I called to get a replacement card and they told me since I didn’t activate it the funds are gone. I only had 6 months apparently to use my rebate, which I was not aware of. This feels like a scam. I spoke to Amed, the supervisor and he told me there is nothing that can be done. If there are these harsh stipulations on this rebate, it should have been explained better and should have been told to the consumer. It was not shared with me that I’d have to use the funds within 6 months, that I could only get the rebate in a gift card fund, and that if it was lost I could not get a replacement. I feel like I was conned into buying something for this benefit of a rebate check that I never got..

  Business Response

  Date: 07/14/2025

  Thank you for contacting us regarding this consumer's concerns. We are sorry to learn of this consumer's experience and are happy to confirm an updated $310 **** gift card was ordered with expedited shipping to the consumer. We value the consumers of our products and apologize for any inconvenience this may have caused. For any additional questions or concerns, our team can be reached by calling ************** Monday through Friday 9:00 am to 5:00 pm EST Kind regards, Bausch + Lomb Customer Care

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 11, 2025, I submitted a rebate claim via text message for contacts I purchased for myself. The claim was denied on the basis that it is a duplicate claim. Based on my communications with the customer service representatives, they are claiming I submitted a claim for myself in May 2025 and cannot submit another one now. However, that is impossible as I have never worn these contacts before and only purchased and received the contacts in June, 2025. I would not have had the documentation to submit a claim for myself in May, 2025. I did submit a rebate claim for my son's contacts in May, 2025 (he is a minor and cannot do this himself) and any documentation provided to substantiate that claim would have been in his name and associated with the purchase of his contacts. I have gone round and round with Bausch and Lomb and I have asked whoever I was emailing with (you cannot call them) to escalate this issue, which they declined to do. They also cannot (or did not) provide the underlying documentation to me to substantiate their assertion that I submitted a claim for myself in May, 2025. Reviewing this information may help me understand their explanation, as I don't know how their explanation is possible as I didn't have the contacts for myself in May, 2025 and only submitted one claim - for my son's contacts. According to their advertisement, I am entitled to 2100 points or $210 in rewards, but they are refusing to process the claim. I am looking for help to get this resolved. Thank you.

  Business Response

  Date: 06/23/2025

  Thank you
  for contacting Bausch + Lomb regarding this consumers contact lens rebate. We are
  sorry to hear that their rebate submission was denied. We attempted to reach this consumer via phone but were unsuccessful. We left a voicemail, and sent an email to let them know that we have approved their rebate in the
  amount of $210.00 and they may now log in to redeem. We apologize for any inconvenience. We value the consumers of our
  products and any delay in our rebate process is unintentional. We thank this consumer for using our product and we hope they will continue to wear and enjoy
  our lenses for years to come. Kind Regards,  Bausch + Lomb Customer Care

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bottle of Bausch & Lomb ****** ****** ***** 2 eye vitamins in January 2025 at ****** in Jacksonville, FL for $28.96. The bottle description states its contents is 210 "mini soft gels". There is nothing mini, or soft, or gelatine about the vitamin capsules received. All 210 arrived as hard as beebies. I have been taking these vitamins for years, and they are nothing like what I have received in the past. For digestive purposes I only can take soft gel tablets. On March 24, 2025 I called the ************** customer care number. I gave them the ******* and ******* codes on the bottle. After several questions I was routed to the quality control 1-800 office, and thence to another call center employee. I was on the phone for about an hour. I was told that I would receive a refund of $39, but that it would take 2 months to mail. On June 3, 2025, I called the same 1-800 number and was told my March 24th call was logged, but no action taken on the refund. I asked why have I waited 2 months to receive a refund, yet no action taken by Bausch & Lomb. No meaningful answer from the call center employee.

  Business Response

  Date: 06/06/2025

  Thank you for contacting us regarding this consumer's refund check.    Upon review of their case, we discovered a refund check was not processed on their original contact with us on 3/24/2025.  On 6/2/2025 they called to check on their refund, at that time the error was discovered and corrected.  A refund check was initiated during that phone call.  We contacted the consumer directly to apologize for the error and let them know the refund was correctly initiated on 6/2/2025 and they will be receiving it in the mail.    We value the consumers of our products and any delay in our refund process is unintentional. We thank this consumer for their inquiry, and for using our products.  Kind Regards,  Bausch + Lomb Customer Care

  Customer Answer

  Date: 06/16/2025

  I have not received any refund.

  Business Response

  Date: 06/16/2025

  Thank you for contacting us regarding this consumer's response.    I called the consumer to let them know that the refund check was mailed out on June 6th 2025.  The checks can take up to 7-10 business days to arrive, I explained that the check should be received no later than this Friday (6.20.2025).  They said that was fine but will consider this complaint unresolved until the check is received.      Kind Regards,  Bausch + Lomb Customer Care

  Customer Answer

  Date: 06/17/2025

  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

  Date:05/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm not one to go to these lengths, but B+L's "Horizon Rewards" has the most AWFUL regard for customer service I have ever experienced. I thoroughly read through their rewards program's official Terms & Conditions before buying my contacts through my vision insurance provider's official website. Nowhere on their T&C does it say that online sellers are excluded from the program. If it did, I wouldn't have made the purchase. When I saw my claim was rejected, I reached out to their customer service team and received a canned response saying that online retailers were excluded. I replied, asking B+L to show me where that is stated in the T&C (or how that was communicated to customers), but I was ignored. I followed up SIX times over two months without a single reply, before once again getting that same canned response as before. It's clear that the purpose of this program is to entice customers to buy the product with no intention of actually paying out rebate claims. Now I'm out $310 and B+L has made no good-faith offer to help resolve my issue. Just ignore, reject, and anger a customer hoping the next one will fall victim. Next time I'll ask my eye doctor for any brand other than B+L---this whole headache is not worth the time. 

  Business Response

  Date: 05/23/2025

  Thank you for contacting us regarding this consumers contact lens
  rebate. We were sorry to hear that their rebate submission was denied. Upon
  review of this claim, we discovered that it was due to the lens purchase being outside the terms of the reward program.  We have emailed the consumer to let them know the reason it was denied and provided the terms which were not met for the program.     We were happy to approve this rebate as a curtesy and on 5/23.2025 this consumers rebate card was mailed with expedited shipping. We apologize for any inconvenience, and thank this consumer for
  using our lenses. Thank you. Bausch + Lomb Customer Care

  Customer Answer

  Date: 05/25/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  In my separate follow-up message to the business, I recommended that they add the reason for my claim’s denial to their Terms & Conditions, as it was not mentioned in there to begin with. Regardless, I’m happy they were able to resolve my issue. I look forward to receiving my rebate soon.  
  
  Regards, 
  
  **** *******

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a twenty dollar bottle of over the counter "******" eye drops. The dropper didn't function correctly. I fed exed the bottle back to them over a month ago.
  I have not heard anything from them. I can not get hold of them. Their phone system seems to have been down the past 2 weeks. Tells you that your call cannot be completed and to try again later. I've tried for days and get the same message from their sequencer.
  What do I do? 

  Business Response

  Date: 05/02/2025

  Thank you for contacting us regarding this consumer's refund check.   Upon review of their case, we discovered a refund check was processed.  We attempted to reach this consumer directly and left them a voicemail.  We value the consumers of our products and any delay in our refund process is unintentional. We thank this consumer for his inquiry, and for using our products.  Kind Regards,  Bausch + Lomb Customer Care

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased 12 months of contacts on the assumption that I would be receiving the promised $200 rebate. Like many of the others who have submitted BBB complaints, they did not honor my submission. I attempted to submit it through text and then through their website and have provided all of the requested documentation and they continue to deny it.
  
  Clearly they don't want you to get the rebate - every other company makes it easy and these people obviously do this on purpose. I am not going to lie the company responding that not paying people is never their intent does not appear to be true. If it were, they would fix their rebate process.

  Business Response

  Date: 03/03/2025

  Thank you for contacting Bausch + Lomb
  regarding this consumer's contact lens rebate. We are sorry to learn of this consumer's frustrations! We have approved this consumer's rebate in the amount of $200. We
  value the consumers of our products and any delay in our rebate process is
  unintentional.  

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bausch and Lomb virtual reward center will not reissue my 2 Egift cards that I earned by spending over $400 for my annual eye exam. I reviewed the original emails sent and it stated in the fine print that the E gift cards never expires. I have been told numerous lies and broken promises that I will get a response from the Escalation Dept. This has been going on since December 11,2024. The rep Yasmin send meritless emails because they are tracked to meet her metrics. No one from the Escalation Dept has contacted me as of yet. It does not take 2 months to respond to my inquiry. They do not want to. In addition they think that I will just go away, "That, I will not!' I will never ever accept any type of reward Egift rebate going forward from any optical center. Bausch and Lomb Horizon Rewards Program is AWFUL! I see others have had to file complaints about this as well. They couldn't resolve it without the BBB organizations help. I hope you can resolve this for me. As my attempts have been ignored and unacknowledged. Thank you

  Business Response

  Date: 02/14/2025

  Thank you for making us aware of Ms. *******'s rebate concern. We sincerely apologize for the frustration in
  having to make multiple calls to the rebate center for replacement of her expired rebate cards. In order to make this right
  as soon as possible, we have added the points back to her account so that she may select another gift of the same amount.   We value
  the consumers of our products and thank Ms. ******* for using our lenses. Kind
  regards, Bausch + Lomb Customer Care

  Customer Answer

  Date: 02/19/2025

  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

  Date:01/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mr. Brent *. S*******, CEO
  
  I write once again today as a profoundly distressed consumer, after purchasing ****** Eye Drops Redness Reliever, and experiencing a severe, dermatologic reaction post-application around the eyes on first-time use early this month.
  
  Please be advised that given the magnitude of the distress I am currently under given the Los Angeles wildfires and displacement, I refuse to be further distressed and subject to corporate America’s diatribe and demands to resolve this matter. Therefore, I commence this complaint and will engage CA Attorney General’s Office without immediate resolution.
  
  As a longtime patron of the Bausch & Lomb brand, and most distressingly, shortly after utilizing this product in my under eyes as directed, I experienced a marked reaction — with irritation of the lid, severe itching of the lower eyelid skin, and redness lasting over 24 hours — necessitating the immediate use of prescribed allergy-kit medication, as well as missing one day of work as a licensed contract Nurse.
  
  While I am uncertain as to what in the product may have caused this reaction, it is definitive that this product caused said reaction as this was the only product used on my face or in my eyes in a 48-hour period, as I was completing a skincare purge at time of use. I have made multiple attempts to resolve this with Bausch & Lomb thus far to no avail.
  
  During this challenging time as stated, as I also was absent one (1) 16-hour day of work as a private duty, licensed Nurse due, to said dermatologic reaction and side-effects of antihistamines & medications used to treat said reaction.
  
  To date, the Company has only phoned me to place me through an even more distressing process to resolve this matter, which I ardently reject.
  
  Distressingly, as my family and I are presently experiencing displacement due to the severe & devastating Los Angeles wildfires, it is my hope that we may resolve this matter amicably and as expediently as possible.

  Business Response

  Date: 02/07/2025

  Customer safety is our top priority. We take Mr. ********** concerns seriously and have been in direct contact with him. We are reviewing the information he provided, have sought more information from him, and will be back in touch with him once an update is available. Thank you.

  Customer Answer

  Date: 02/07/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Thank you for providing this response.  To date, Bausch and Lomb has not resolved this matter, and has instead opted to continue to accost me for the same information which I’ve already provided in several, intricately detailed grievances and responses to Mr. Bob B***** & Customer Care leads — including two lengthy phone calls today (February 7, 2025). This information includes but is not limited to: Timeline of the events and severe reaction to the noted product, photographic evidence of said reaction, details of recompense sought, evidence of purchase and evidentiary support of my employ as a private duty licensed Nurse in the state of California. Furthermore, I have advised Bausch & Lomb management that in addition to dealing with this matter, working as a full time Nurse, I am also aiding several family members displaced by the devastating Los Angeles wildfires — meriting expedient resolution at this stage.  At this stage, I am merely requesting a notably modest recompense as advised to Bausch & Lomb legal and senior management — and I look forward to facilitating this profoundly distressing  matter’s urgent resolution at this present stage — while mitigating any further time and distress to myself. Thank you kindly in advance for your urgent escalation of this matter, and I look forward to this matter’s full and expedient resolution swiftly. 
  
  Regards, 
  
  ****** ********

• Initial Complaint

  Date:01/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made 4 attempts to obtain a rebate of $200. Each time I submit via text it gets rejected because attached photos are blurry. The 3rd time I called because the computer wouldn’t accept another photo. I called on 1/20/2025 at 10:28am. The representative would not help me, nor get a supervisor. Told me to resubmit, which I did only to get rejected again. Please help me.

  Business Response

  Date: 01/22/2025

  Thank you for contacting us 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 in the amount of
  $210. We value the consumers of our products and any delay in our rebate
  process is unintentional. We thank this consumer for using our product and we hope
  that he will continue to wear and enjoy our lenses for years to come. Kind regards, Bausch + Lomb Customer Care

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased their contact lenses based on their rebate offer of $100. When I tried to submit the rebate they made it impossible for me to receive the rebate because their website redirects me and doesn’t allow me to move forward with the rebate offer and basically gives me the run around until I get exhausted of the effort to it takes to submit, I went the vendor for assistance and they received the same run around as me. I submitted the information and never received the $100 rebate I was told I would receive upon presentation of my receipt of purchase.

  Business Response

  Date: 01/24/2025

  Thank you for contacting us regarding this consumer's contact lens rebate.  We are sorry to learn of their frustration and have approved their rebate in the amount of $100.  Any delay in the approval is unintentional and we regret any inconvenience this has caused.  We hope they will continue to wear and enjoy our lenses for years to come!  Kind regards,  Bausch + Lomb Customer Care

  Customer Answer

  Date: 01/27/2025

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