We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Optical Equipment

Bausch & Lomb Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Equipment.

Complaints

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

Find a Location

Bausch & Lomb Inc has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 63 total complaints in the last 3 years.
    • 22 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/03/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 tried repeatedly to acquire my $100 rebate from Bausch and Lomb for my daughter’s contact lenses. Why is it so difficult??!!!

      Business Response

      Date: 06/23/2023

      Thank you for contacting Bausch + Lomb regarding this
      consumer's contact lens reward. We are sorry to learn of this consumer's concerns and
      have contacted them directly to provide assistance. Our Customer Care team can
      always be reached Monday through Friday from 9:00 a.m. to 5:00 p.m. EST for
      rebate questions or product inquiries. 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 Care

    • Initial Complaint

      Date:04/01/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 was given a rebate form for this company that is suppose to give you back money for your product when you buy it and the form has a bar code I used the bar code to get started and set up an account but it completely gives me an error each time to activate my account it won’t allow me to activate. I feel that this company is scamming me out of my $100 Rebate just for a marketing ploy and uses the optometrist office to push their scam just so I bought the year supply. 

      Business Response

      Date: 04/06/2023

      Thank you for contacting Bausch + Lomb
      regarding this consumer's contact lens rebate. We are sorry to hear that they were unable to access their account to submit their rebate. We
      have reviewed the claim and are happy to approve the rebate in the amount of
      $100. Any delay in the approval of a rebate is unintentional and we
      regret any inconvenience this may have caused our consumer. B+L’s Consumer
      Affairs team can always be reached Monday through Friday from 9:00 a.m. to 5:00
      p.m. EST for rebate questions or product inquiries. Kind regards, Bausch + Lomb Customer Care 

      Customer Answer

      Date: 04/10/2023

      Better Business Bureau: 

      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:03/26/2023

      Type:Delivery Issues
      Status:
      Answered
      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 am a repeat customer and have purchased contacts with Bausch and Lomb multiple times due to their great rebate. Unfortunately this time the rebate card has never worked and has a value of $200 that I've never been able to use. I tried contacting customer support about this on several occasions after trying to use the card at several stores, but never received any responses from them and my issue still isn't resolved. This card is also now far past the expiration date but I never even had the opportunity to spend the money due to the issue at hand. Now, I'm out $200 and am considering never buying Bausch and Lomb contacts again due to this terrible experience. Based on other peoples' complaints, it looks like I'm not the only one who has had this issue. I want to continue using your contacts as they are my favorite but I don't want to support your business if you don't make this right.

      Business Response

      Date: 03/29/2023

      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 send a replacement card. 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 Care

    • Initial Complaint

      Date:01/29/2023

      Type:Billing Issues
      Status:
      Resolved
      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 been trying to contact B&L for months now regarding a rebate I applied for, but was unable to complete due to a website error. I tried multiple times and so the information provided was not incorrect, but I kept getting error messages. I contacted customer service and they were not responsive. I had to keep contacting them and now I have not heard from them in weeks. This is unprofessional and unacceptable. I was eligible for the rebate based on the product and was still within the appropriate time frame, so I believe I should still get this rebate. It's not on me that their website was faulty and that their customer service was not only poor, but unprofessional

      Customer Answer

      Date: 02/16/2023

      Hello, I am writing to inform you that the business I have complained about has reached out and resolved the issue. Thank you for any help you provided on your end, as this was resolved in a manner that I preferred. Have a great day! ***** ****

    • Initial Complaint

      Date:01/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 am a repeat customer, and I purchased Bausch and Lomb contacts again in 12/21, partially due to the rebate that was available. I received a **** card for the rebate (I don't think a check option was available), but I moved last January, and just found the rebate card. I didn't realize that it was only good for 6 months - I thought that gift cards had a minimum expiration of 5 years - and it expired 6/22. When I called to ask if I could get a replacement card, I was told that I could have if it was within 6 months of the expiration, but since I'm 9 days past that, they are unable to issue a new card. Based on all of the complaints, it seems like they use this system in hopes that people won't remember to use the card. I would like a replacement card like others who have had this same issue.

      Business Response

      Date: 01/13/2023

      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 send a replacement 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 Care

    • Initial Complaint

      Date:12/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      In August of 2022, I purchased very expensive contacts from Bausch and Lomb, with the promise of a 300 dollar **** rebate card. I received the card. It expires July, 2023. Today, Dec 26, 2022, I tried to activate the card. It is declined. Repeatedly. It cannot be activated.

      Business Response

      Date: 01/12/2023

      Thank you for contacting Bausch + Lomb
      regarding this consumer's contact lens reward.We are sorry to learn of this consumer's frustrations and have made multiple attempts to contact her to assist. We value the consumers of our products and are happy to provide assistance with this matter, therefore we encourage this consumer to contact us at her earliest convenience at ###-###-####. Bausch + Lomb's Customer Care team can always be
      reached Monday through Friday from 9:00 a.m. to 5:00 p.m. EST for rebate
      questions or product inquiries. Kind Regards,Bausch + Lomb Customer Care

    • Initial Complaint

      Date:12/01/2022

      Type:Billing Issues
      Status:
      Answered
      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 has a policy that if I purchase a years supply of contact lenses, I will get a reward of up to $310. Last year I struggled to follow the directions and eventually was able to receive my reward. This year, they have made it so difficult to turn in my receipt and pictures of the bar code on each box that I purchased. One of the methods that they gave was to scan an OR code. I did that but had forgotten my password. They initially responded told me I had tried a wrong email. I scanned the OR code 4 additional times and using the correct email, I asked for a link to change my password. They ignored me. So I attempted to send my information into them using a code for a text. My phone was unable to do that so we used my husband's phone. I have send 3 letters asking if they had received my information. No response. They deliberately make this so difficult in order not to have to pay the reward that they advertise (which I believe is against the law). Info has two emails for me the one I used last year ******************** and ******************* (the one I have been communicating with the information people). I need a simpler successful way in which to send my information into them. I am 76 years old a PhD but technology is clearly passing me by and forcing me to use my phone or go to the doctor's office to scan another code in just complicates the issue. There is no way I can access their .com. The loading page has nothing but advertisements. I want to be able to send my information into them, acknowledgement that they have received it and the promised refund. ******* ***** ***

      Business Response

      Date: 11/30/2022

      This complaint is incorrectly addressed to us. We are not Bausch and Lomb. We provide laser vision correction services - not contact lenses.  Sincerely,  Patient Care Manager  

      Business Response

      Date: 12/20/2022

      Thank you for contacting Bausch + Lomb regarding this
      consumer's contact lens reward. We are sorry to learn of this consumer's frustration and
      have contacted her to provide additional assistance.   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 Care

    • Initial Complaint

      Date:11/03/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      My vision insurance provides an allowance of $ 250.00 ONCE only every 2 years for glasses or contacts.
      On 10/18/2022 I went to ****** ****** *** **** in Fullerton and ordered 4 boxes of B & L Optima 38/SP , these are yearly lenses.
      On 10/28/2022 I picked them up and saw that the expiration date is 2/11/2024----only 15 months. That would only allow me to wear 1 pair and trash the other 3 pairs. I have worn these contacts for 40 years and the minimum expiration was always at least 2.5 years. I informed the optometrist office , they contacted B & L , who said they would send out 2 boxes with their latest expiration date. Today I was told that ****** received the 2 boxes, but they had the same expiration date as the original 4 boxes with 2/11/2024. That is totally unacceptable---B & L trying to get rid of their old inventory. I do not wish to get any rebate as that poses even more problems based on all the complaints listed here. I want 4 boxes with an expiration date of at least 4/30/2025 and I will return the 4 boxes from their old batch.

      Business Response

      Date: 11/07/2022

      BBB received the following response from the customer on behalf of the business: Bausch & Lomb contacted me directly and the issue is settled. 

    • Initial Complaint

      Date:10/21/2022

      Type:Product Issues
      Status:
      Answered
      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 8/4/2021, I submitted a request for a $200 **** ***** ******* card from Bausch & Lomb based on points I earned for getting contact lenses. A week later, on 8/11/2021, the confirmation email said that the card would be delivered in 6-8 weeks. The confirmation email mentioned being able to request a replacement card, even after the card's expiration. When I received the card at some point in late 2021, I put it to the side without activating the card. This week, when I went to check on the card, the card website kept saying that the "status" of the card wouldn't allow me to access the site. At that point, I realized that the card had expired in February of 2022 shortly after I received it.
      Despite never having activated the card, Bausch & Lomb seems to think that they can bind me to terms that were not disclosed in clear, direct, and simple terms. And, every step of the way, it seems that additional terms are added to make it easier for the company to NOT give the reward. I would like a replacement card like others who have had the same issue as me.
      My contact email for this complaint is the same as I use to access the Bausch & Lomb ******* site.

      Business Response

      Date: 11/21/2022

      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 restore this consumer’s rewards points back to his account, where they can be redeemed for a replacement reward 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 Care 

    • Initial Complaint

      Date:10/14/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Let me start out by saying every time I deal with this Bausch & Lomb rebate, I have difficulties getting it. For 3 consecutive years, I’ve had rewards points stolen from me on the Bausch & Lomb Horizon Rewards website, which I spent weeks to get resolutions. I have no faith in this company, and it’s sad. Very shady business practices, so I am always hyper vigilant when dealing with them. Every time Ive called customer service regarding my reward no one can give me an answer. I constantly get the runaround from this company and I’m tired of it. I purchased a 1 year supply of Bio True daily contact lenses through my eye doctor. I submitted my rebate, which was accepted, and on August 13th 2022, I selected to have a $200 **** gift card mailed to me. I have not yet received this card. It has now been 2 months. I contacted Bausch&Lomb Horizon Rewards numerous times and was told by some clueless rep that I needed to keep waiting. It’s been 2 months!! I’m tired of playing these games and chasing down money that is owed to me. That is fraud. I want my $200 **** card sent in the mail as soon as possible. It is the only acceptable resolution.

      Business Response

      Date: 11/04/2022

      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 send a replacement 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 Care 

      Customer Answer

      Date: 11/09/2022

      Better Business Bureau: 

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

      Regards, 

      ****** *******

      *** I was contacted by Bausch and Lomb customer service. They said that they would re-issue me another $200 Visa card via USPS. I have not received it as of yet (11/9/22) Once I receive the card, then I will consider the matter closed. 

    Bausch & Lomb Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.