This is the second time this year that I have sought a refund from J&J through their Philipines call centre. The first time was in September and having not received my gift card days later, I rang the 1800+ number and was assured the card had been mailed. Twenty days later, I again rang 1800+ and the Phillipino staff member said 'sorry, we ran out of cards but the Sydney office has just purchased some more and the card has been mailed to you'. The first employee simply lied that a card had been sent. Nearly a month later the card arrived on October 5.The latest refund request which the Phillipino staff member processed in late October for another item has still not arrived and two calls, one in mid-November and the other on November 19 to the 1800+ number have again been met with 'the card has been mailed but you know with Covid, Australia Post are running late'. I rang an employee from Janssen Pharmaceutical today (they own J&J in Australia), and asked her to put me through to J&J's Australian corporate office as there are no listed Australian phone numbers online. She claimed not to be able to do this but instead offered to email a supervisor who oversees customer care. I definitively told her I did NOT want to speak to anyone from the Philippines and she assured me that this would not occur. Minutes later, a male Philipino rang and advised the card has been sent and he cannot do anything more for me. FYI - I am in Perth and have had two envelopes mailed to me this week, one from Melbourne and the other from Sydney and both arrived within two days; further, my delivery postman told me that ordinary mail is flowing very smoothly and it is only parcels which are taking longer to arrive. i.e. drop the Covid mail lies.I again ran the Janssen number this afternoon and reiterated that I want to speak to an Australian employee of J&J and was again advised that the customer care supervisory team would be emailed. As of the time of writing this review, still, no contact and I am really considering asking NSW Consumer Affairs to investigate my concern. Unfortunately, they advise at their website that they a snowed under and any complaint registered with them will take considerable time to be investigated.So there you have it, a large multinational company with little to no interest in providing a positive experience for affected consumers.UPDATE on 26/11/2021:I have just been phoned by a J&J Australian customer care supervisor who has apologised for the apparent non-delivery of my gift card. Further, she has cancelled the current card and dispatched a new card via. registered mail and provided me with its tracking number.I am now satisfied with the companies' response and have upgraded the star rating above accordingly.
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Johnson & Johnson is an American multinational medical devices, pharmaceutical and consumer packaged goods manufacturing company founded in 1886.
