McNeil Consumer Products Company

I reached out to the consumer via phone and spoke live with themI also sent a follmailer, see belowPlease close this case on your endthank youDear ***: Thank you for contacting us about our Allergy Relief OfferThe offer was only good while supplies lasted, and due to an overwhelming response our supply of gift cards has been exhaustedBut, we would like to reward you for your participation with this check as a token of our appreciationWe care about our consumers and are thankful for your businessAs a loyal consumer, we encourage you to visit our HEALTHY ESSENTIALS™ program at [redacted] , for additional future savings where you will find: - over $in valuable coupons - promotions - lifestyle articles and other tools Thank you again for your business and for your participation [redacted] ***

*** *** [***]
3:PM (minutes ago)
to me
Hi ***,
It was nice talking to you! I am following up on complaint ID *** We have closed this complaint on our end.
Our action steps are
below
Thank you!
Theresa
On 8/25/we replied with the following…
Thank you for contacting us about our Allergy Relief Offer
We apologize for any inconvenience this offer has caused Please kindly except the enclosed check for your participation of the Allergy Relief program
We care about our consumers and are thankful for your businessPlease know we very much appreciate your feedback and your comments will be taken into consideration for future promotions
***
Theresa R***, R.N
Consumer Relationship Specialist
Consumer Care Center
Johnson & Johnson Consumer Products Company
Delaware Drive | MB#| Fort Washington, PA
T +###-###-####
***
If you are reporting an adverse event or a product quality complaint, you can call the Johnson & Johnson (J&J) North America Consumer Care Center at ###-###-#### during business hours of operation: Monday through Friday, a.mto p.mET After business hours, you can report adverse events or product quality complaints through www.jnj.com Contact Us pagePlease provide as much information as possible about the experienceA Consumer Care Specialist may follwith you to request additional informationThank you!

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here
which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Tell us why here...     Hi     ID [redacted] has been resolved.  I spoke to the consumer and provided resolution to her complaint.   Consumer was happy with the follow-up.     Theresa R[redacted]

I reached out to the consumer twice via phone and left a detailed message on her vm with my direct line for her to call back with any questions. She was sent the below.. This contact is closed.. Thank you!! Thank you for contacting...

us about our Allergy Relief Offer. We know you are disappointed that the gift card offer was only good while supplies lasted and we hope you understand that due to a response beyond our expectations our supply of gift cards was exhausted. However, we want to make sure you know we value you as a consumer and would like to reward you for your participation with this check as a token of our appreciation. We care about our consumers and are thankful for your business. Please know we very much appreciate your feedback and your comments will be taken into consideration for future promotions.
Sent on: 6/23/2014 4:18:00 PM

I reached out to the consumer via phone and spoke live with them. I also sent a follow-up mailer, see below. Please close this case on your end.. thank you. Dear [redacted]: Thank you for contacting us about our Allergy Relief Offer. The...

offer was only good while supplies lasted, and due to an overwhelming response our supply of gift cards has been exhausted. But, we would like to reward you for your participation with this check as a token of our appreciation. We care about our consumers and are thankful for your business. As a loyal consumer, we encourage you to visit our HEALTHY ESSENTIALS™ program at [redacted], for additional future savings where you will find: - over $50 in valuable coupons - promotions - lifestyle articles and other tools Thank you again for your business and for your participation. [redacted]

Review: The company offered a mail-in-rebate called “upper respiratory real facts, real relief” program back in April, 2014. I bought three required products in one recipe, and mailed it on April 28, 2014 (within range of postmark date before May 25, 2014). The rebate term clearly says that consumer will receive the rebate within 3 weeks of rebate submission. However, by mid-June, I did not receive the rebate. Since there was no phone number of rebate fulfillment company was given at the rebate form, I called customer service of McNeil consumer healthcare division (###-###-####), and I was promised that the issue would be addressed very shortly. So I waited, no rebate showed up in the next month or so. So I called the same 800 number again, and was promised that everything would be resolved with the new rebate fulfillment company. So I waited again. As of today, still no rebate. And there was not even a letter explaining what consumer may expect. And it has been 3.5 months since rebate submission. I have the copy of rebate submission available. Very disappointed at McNeil Co’s practice.Desired Settlement: Send me $20 mail-in rebate with a clear target date.

Business

Response:

[redacted]] <[redacted]>

3:17 PM (45 minutes ago)

to me

Hi [redacted],

It was nice talking to you! I am following up on complaint ID [redacted]. We have closed this complaint on our end.

Our action steps are below..

Thank you!

Theresa

On 8/25/2014 we replied with the following…

Thank you for contacting us about our Allergy Relief Offer.

We apologize for any inconvenience this offer has caused. Please kindly except the enclosed check for your participation of the Allergy Relief program.

We care about our consumers and are thankful for your business. Please know we very much appreciate your feedback and your comments will be taken into consideration for future promotions.

Theresa R[redacted], R.N.

Consumer Relationship Specialist

Consumer Care Center

Johnson & Johnson Consumer Products Company

420 Delaware Drive | MB#956 | Fort Washington, PA 19034

T +###-###-####

[redacted]

If you are reporting an adverse event or a product quality complaint, you can call the Johnson & Johnson (J&J) North America Consumer Care Center at ###-###-#### during normal business hours of operation: Monday through Friday, 8 a.m. to 8 p.m. ET. After normal business hours, you can report adverse events or product quality complaints through www.jnj.com Contact Us page. Please provide as much information as possible about the experience. A Consumer Care Specialist may follow-up with you to request additional information. Thank you!

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: McNeil advertised that if you buy 2 [redacted] boxes and a box of [redacted], you could fill out a rebate and get a $20 [redacted]. I contacted them before sending in the rebate materials, and they responded, telling me which items to send in. At that time, they were required to tell me there were no more [redacted] cards available. At that point, I would have not cut the UPC codes off the boxes, and would have returned the items to [redacted]. It is not right for them to take my original receipts, and cut the UPC codes so that now I cannot return the items.

I emailed them several times, and they replied several times, telling me to send in the UPC codes cut from the boxes. Immediately after receiving this email, I cut off the UPC codes and put them in the letter along with rebate form, original receipt, and I made photocopies of everything before sending it in the mail.

Here are the emails I received from McNeil:

>>[redacted]

To Me

May 5

Dear [redacted],

Thank you for taking the time to contact us.

That is a great question! You must cut out the UPC codes unless you cannot. In that case you would need to photo copy them. You also need to include the receipt.

[redacted], we appreciate you reaching out to us. If you have any comments or questions about our products in the future, please contact us through our website [redacted] or by phone ###-###-####. Our specialists are available Monday through Friday, 8:00 a.m. to 8:00 p.m., ET and will be happy to help you.

Have a great day,

[redacted].

Consumer Care Center

[redacted] >> [redacted]

To Me

May 8

Dear [redacted],

Thank you for taking the time to contact us.

We are so sorry to learn that you did not receive a response from us, [redacted]. Our records indicate that the response went out to you on 5/6/2014. Remember to check your spam mailbox as well.

Here is the information you requested: According to the Terms & Conditions the UPC codes must be cut out of the box and sent in along with receipt and rebate form. If they cannot be cut out you would need to make a photocopy and mail that in instead.

[redacted], we appreciate you reaching out to us. If you have any comments or questions about our products in the future, please contact us through our website [redacted] or by phone ###-###-####. Our specialists are available Monday through Friday, 8:00 a.m. to 8:00 p.m., ET and will be happy to help you. [redacted]

Consumer Care Center

[redacted]Desired Settlement: They should give me the $20 [redacted] that they advertised. I now cannot return the items that I purchased because the box was destroyed by taking the UPC code off the [redacted] box. Also, they have my original receipt. They could have told me at the time I emailed them that no more [redacted]s were available, but they wanted to get my money so they deceived myself and others by witholding the fact they did not have enough [redacted]s. This is a deceptive and unprofessional business practice.

Business

Response:

I reached out to the consumer twice via phone and left a detailed message on her vm with my direct line for her to call back with any questions. She was sent the below.. This contact is closed.. Thank you!! Thank you for contacting us about our Allergy Relief Offer. We know you are disappointed that the gift card offer was only good while supplies lasted and we hope you understand that due to a response beyond our expectations our supply of gift cards was exhausted. However, we want to make sure you know we value you as a consumer and would like to reward you for your participation with this check as a token of our appreciation. We care about our consumers and are thankful for your business. Please know we very much appreciate your feedback and your comments will be taken into consideration for future promotions.

Sent on: 6/23/2014 4:18:00 PM

Review: Well, I was foolish enough to participate in "Real Facts, Real Relief" promotion running by Mcneil Consumer Healthcare.

I bought required products, mailed my submission and guess what? Just received

an email from the promotion administrator that there is no more gifts cards available.

How many were there? Maybe just one? I believe it's was a brilliant idea to make people buy your products.

Just mention while supply last without any actual numbers.

Mcneill Consumer Healthcare committed a mail fraud and I have no choice, but to report it to postal inspector

I will contact Mcneil cel to advise him that I will put his name as a person responsible for committing this fraud.Desired Settlement: I want Mcneil either to return my submitted material (store receipt and UPC codes) that I can return their products back to the store

Or provide me with $20 gift card.

Business

Response:

I reached out to the consumer via phone and spoke live with them. I also sent a follow-up mailer, see below. Please close this case on your end.. thank you. Dear [redacted]: Thank you for contacting us about our Allergy Relief Offer. The offer was only good while supplies lasted, and due to an overwhelming response our supply of gift cards has been exhausted. But, we would like to reward you for your participation with this check as a token of our appreciation. We care about our consumers and are thankful for your business. As a loyal consumer, we encourage you to visit our HEALTHY ESSENTIALS™ program at [redacted], for additional future savings where you will find: - over $50 in valuable coupons - promotions - lifestyle articles and other tools Thank you again for your business and for your participation. [redacted]