a lengthy debate with customer service

 

i ordered a #1 mom gumball machine filled with custom m&ms that read "RU-486" from the mars factory

there was some debate

 

the debate

mars direct customer service

tues august 7, 2012, 2:43pm

Dear Diana,

We wanted to thank you for your interest in MY M&M’S® Chocolate Candies. We are very excited to assist you in creating the perfect experience.

We would like to confirm that we have received your order, however; we have experienced a problem with the text you have requested. We support the family-nature of our brand and therefore sometimes cannot accept orders based upon the requested customization regardless of the intended meaning.  Unfortunately, while we are certain your message was submitted with the best of intentions, we must adhere to the strict guidelines posted on our website.

·                     Text not available (“RU-486”)

 

diana

tues august 7, 2012, 2:47pm

Hi!
Let's change the text to something that you are able to print- I'm assuming it's the - mark that's making it difficult.
How is RU 486?
Thank you!
Diana

 

mars direct customer service

wed august 10, 2012, 10:23am

Dear Diana,

We wanted to thank you for your interest in MY M&M’S® Chocolate Candies. We are very excited to assist you in creating the perfect experience.

We would like to confirm that we have received your request to change the text on your order, however; we have experienced a problem with the text you have requested. We support the family-nature of our brand and therefore sometimes cannot accept orders based upon the requested customization regardless of the intended meaning.  Unfortunately, while we are certain your message was submitted with the best of intentions, we must adhere to the strict guidelines posted on our website. Some reasons your text may not be usable are:

·                     Trademark Product Names 

 

diana

wed august 10, 2012, 11:37am

Dear M&Ms,

RU 486 is not a trademark it’s the generic.

Looking forward to my order!

Thank you!

Diana

 

mars direct customer service

wed august 10, 2012, 1:48pm

Dear Diana,

We wanted to thank you for your interest in MY M&M’S® Chocolate Candies. We are very excited to assist you in creating the perfect experience.

We would like to confirm that we have received your order, however; we have experienced a problem with the text you have requested. We support the family-nature of our brand and therefore sometimes cannot accept orders based upon the requested customization regardless of the intended meaning.  Unfortunately, while we are certain your message was submitted with the best of intentions, we must adhere to the strict guidelines posted on our website. Some reasons your text may not be usable are:

·                     Text not available

·                     Phone Numbers (Need to include a “PH” or “T” before the digits)

·                     Bite me or eat me

·                     Any references to drugs or drinking

·                     Cannot print symbols

·                     Nothing to do with guns

·                     Negative or derogatory

 

diana

wed august 10, 2012, 11:37am

Dear M&Ms,

I was prepared to be offended by the rejection, but you made an excellent point. The 'family-nature' thing was misleading and made the email seem as though it was going to be bigoted but I understand that trademarks and drug names are off-limits. Although, in your original rejection, you cited "text not available" not "trademarks" or “drug references”. Stop hiding. 

Thank you!

Diana

 

mars direct customer service

wed august 10, 2012, 3:17pm

Dear Diana,

Thank you for your email.  We appreciate your interest in MY M&M’S® Chocolate Candies and will be happy to assist you with your inquiry.

We appreciate your understanding as to why we are unable to print your requested customization.

 

mars direct customer service

thu august 11, 2012, 9:07am

Dear Ms. Moore,

Thank you for your email.  We appreciate your interest in MY M&M’S® Chocolate Candies and will be happy to assist you with your inquiry.

We would like to confirm that we have received your request to cancel your order, but unfortunately, we are unable to comply because your order has already processed and shipped. We apologize for any inconvenience this has caused. 

 

every customer service department has a freedom fighter

RU-486, or the abortion pill, is a safe & effective drug that allows women to make their own reproductive choices – voluntary motherhood makes the best moms.