On December 22, 2009, I published a rather angry post about M&M Mars and MyMMs.com, their personalized M&Ms product. To summarize, about two weeks before Christmas, I ordered personalized M&Ms as a gift for my brother. On December 21st, I received an e-mail from customer service, alerting me to the fact that my order was canceled for reasons I didn’t understand.
I was angry and annoyed, I blogged about my experience, and I tweeted about it too.
The next day, Andrew from My M&M’s commented on my post:
Hi Laryssa, I work for My M&M’s. Sorry that you had a frustrating experience with us. I’ve asked our customer service team to reach out to you. I am out of the office today; otherwise I’d help myself!
We are on Twitter at @mymmscom. @msgreen is also a valid account. And you can find us on Facebook at facebook.com/mms. We do keep an eye on these sites (that’s how I found this article!) but alas we did not see your posting earlier.
Hope you have a nice holiday, and apologies again for the frustration that you have experienced.
I was really happy to receive a response, especially since I had already tried to contact customer service directly, but I was already busy with holiday preparations/enjoying my vacation so I didn’t follow up with the comment. On Christmas Eve, a customer service representative called and left me a voicemail, but I was with my family and couldn’t respond.
They called me again the following week, and I was finally able to answer. Customer service representative Nanette was extremely helpful, and she told me that I could send my new order information to her attention at a customer service e-mail address. They would send me my original order request free of charge.
I’m going to Baltimore today to visit my brother, and I’m excited to arrive with the personalized M&Ms that I meant to give him for Christmas. Thank you, M&M’s!
If you’re having trouble with a purchase or a service, be persistent. Any reputable company will do its best to rectify the situation, but only if you show them that you care.