ComplaintsforMY M&M's

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a personalized M&M's order at 6pm Thursday. Two hours later I realized I made a mistake in the spelling of a name. I tried to call but they have limited hours so I sent them an email explaining the error. No one acknowledged this (I guess there is no 24-hour support) so I called as soon as they were open the next day (today/Friday). They told me my order was already in production so I'm guessing PRODUCTION is open 24 hours a day. I explained the situation and she said she would contact production. They could not resolve the issue. I paid $29.99 extra to expedite the shipping (I ordered on Thursday and couldn't get the product by the following Thursday when I needed it) so I paid for extra shipping, $80 total. If someone were immediately available to correct the issue my order could have been correct and I would have felt better about doing business with them in the future. I'm wondering now if I will even get the product by Tuesday because I ordered something a few weeks ago and it was not delivered on the date it was stated (but I did not pay for expedited shipping that time). I realize this was my error, but there should be a way to get in contact with customer service more readily. The change was ONLY on one M&M (the other 3 were fine). The website does state you need to live with your error, but I gave them quick notification and feel RIPPED OFF.

  Business response

  01/29/2024

  Hi, 

   

  We apologize for the issue that you experienced. Once your order is placed and if you select express shipping, your order is sent right away to our production team. As a courtesy, we will issue you a refund for the full amount of your order. It will take 5-7 business days for you to see the refund on your end. If you have any questions or need further assistance, please reach out to our customer service. 

• Initial Complaint

  02/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Changing the design is offensive to those of us that grew up loving the crazy m&ms. People that are offended should not be coddled. This country is a bunch of sissies. It's appalling to witness.

  Business response

  02/06/2023

  Thank you for taking the time to provide feedback.  

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered $500 worth or personalized M&M's for a Bar Mitzvah (M&M'S Order Confirmation #**********). They were part of the table decor. I ordered the M&M's and paid expidited shipping for them to arrive on the 11th. On the 11th I called M&M because my order never even shipped. I spoke to a lady and she said oh will I see them they should be there by the 13th they are just in productions. I asked her how that met the expedited shipping I paid for. She said, oh well I guess it doesn't. No, it doesn't, so I need the shipping refunded and to know for sure they will be shipped and arrive no later than the 13th. So she said oh I can try to refund the shipping but I'm not sure, but the M&M's will arrive by the 13th. I received the shipping information this morning (12th), ***** is stating they will not arrive until the 15th. The event is the 15th, this is why I paid for them to be here the 11th. I called M&M's 5 times this morning, to get hung up on 4 times after being on hold for over 10 mins each time, as the customer service rep. was looking to what is going on. The 5th a final lady I spoke to (rudest and most disrespectful person ever), told me nothing I can do they will be there on the 15th just keep checking ***** for updates! Seriously, M&M this is your customer service? I spend $500 for something with a huge company and paid to have them here on time, then your company does not fulfill that and you just say nothing we can do sorry for ya? This is unacceptable!

  Business response

  01/13/2022

  We are very sorry to learn of this experience. 

  Just to clarify, the shipping method doesn't account for the production time of your personalized product. However, we are reviewing all of your interactions with our contact center as based on your feedback we have areas of opportunities.  Additionally, we would like to assure you we have refunded the shipping costs.  

*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. ↩