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Business Profile

Candy

Mars Snacking

Headquarters

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/09/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased 2 bags of M&Ms on January 31, 2025, at local ********** 2 days later, opened the 'dark chocolate' bag to share with a friend...the M&Ms were truly horrible tasting. Using the company's website, I sent an email to their ***************** provided all the details, and asked for a full refund of the purchase price. Feb 4, 2025, I received the first e-mail reply from MARS, stating they 'value the feedback we receive from our consumers." Asked for more details about the packaging, which I provided on Feb 11, 2025. Feb 14, 2025 company sent another e-mail stating they wanted to send a "complimentary coupon" for a future purchase. This is not what I requested - they ignored my request for a refund. Feb 19, 2025, I replied, stating I requested a refund. Feb 20, 2025, MARS replies via email, and NOW states they "have no option to process a full refund". Same date, I responded with this verbatim statement found on MARS website: "Know what we love even more than fun? Your satisfaction. If anything was less than perfect due to damage or a quality issue, please text or call our ************* Team at (phone number and days of week) within 30 days. We want to ensure you leave with a smile on your face." Feb 27, 2025, received another email from MARS, stating they "can only imagine how frustrating the situation is", they "strive to resolve issues amicably and want to ensure a satisfactory outcome for you" (meaning me, the customer). Instead, ********************** sent me coupons, which I refuse to use and gave to someone else. Since this was a "quality issue" with MARS' product, they have completely ignored their promise to resolve the issue with satisfaction for the consumer. In other words, they All I asked for was a refund of $6.71! Another big business that makes 'empty promises or statements' and refuses to acknowledge an issue with one of their products.

  • Initial Complaint

    Date:10/29/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought box of M&Ms from a hotel minibar - the price was astronomical. For these duds that were irregularly shaped. Sent an email trough the Mars site and no one replied. What gives?

  • Initial Complaint

    Date:02/05/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased six bags of the Bens original ready rice. I spent 1 hour and ****************************************************************************************** There was a problem with the product. I answered more than 30 questions.

  • Initial Complaint

    Date:01/24/2024

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Mars M&Ms peanuts were rotten. I had several huge bags that were inedible. I called the company who issued me 4 coupons set to expire by 12/23. I was told call us back if you cannot use before they expire and we will send new ones. Long story short, they put me through h*** over the phone and in emails. Made send photos and tgen again with void written across front and back. Then they go silent. Finally answer they will honor one coupon but do not know when. I lost over $30 Horrible candy and worse customer service

  • Initial Complaint

    Date:11/01/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    As a recent transplant from England I enjoy MY m&M's here in the US as I did there. I bought six small bags of m&Ms to fill my candy dish in my office. Each bag of m&Ms was 289 on sale. I saw them I liked the design and I put all of the bags in a candy dish and let my co-workers take an entire bag. That is my little trick or treat gift. I had bought other bags at another store and they were fine. I picked up these and they were absolutely stale because I opened a bag for myself they tasted disgusting. Evidently the Halloween candy is non-returnable I was told. I phoned the phone number on the bag and was met with complete ignorance. One of these people took 30 minutes of my time as you could see by the picture of my phone. One of the person's names was **** every three words he used the word um. How can I help you ma'am what would you like me to do for you ma'am. Ma'am are you um did you taste the candy. Oh my God I could not listen to this I had to hang up. The English was atrocious. I called back a third time and the woman kept me on the line 20 minutes and didn't know what to do with me. I'm assuming this is the Philippines. Very poor customer service for a famous company. And it's very hard for me to understand why everything is being farmed out to the Philippines when people in the US are starving for jobs. Is this the way Mars behaves trying to save a book? After 1 hour I was not able to get any kind of refund or replacement. This Filipino customer service was ignorant flippant, had a care less attitude, had gigantic noise in the background, was very condescending, wanted to chat the night away repeating the same sentence over and over especially the introductory that went on for 5 minutes. I don't understand this. I am a school teacher and I do not have time for this illicit customer service or a company that creates a customer service meant to abuse and condescend. Please help me get my money back from Mars. Thank you and please, no Filipino response.

  • Initial Complaint

    Date:02/27/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased 2 boxes of rice for holiday rice dessert My rice pudding came out awful because the rice was extremely bad tasting. I had to start all over again and throw out the rice. Called phone number on Box and customer service agents were extremely rude refused to replace **** and sent me dollar off coupons. Are you kidding me this rice costs $6 a Box and they want me to buy 6 more boxes to make up for the fact that I only bought 2 and pay 6 times as much because they're only giving me a dollar off??? At this point I want my money back I want my $13 back please I don't want coupons I'm going to donate these coupons to someone that can use them this is a bad company. Thank you I am in the coast guard I *********** out soon I won't be making any meals for quite some time please help me get my refund for the invested rice. Thank you I shave your time

Mars Snacking is NOT a BBB Accredited Business.

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