MMS.COM - Personalised M&M'S Reviews 

Ordered personalised M&Ms for my son‘s 30th birthday and although very expensive, £85 for 1 kg, I thought it might be worth it. They arrived stuck together, smudged couldn’t see his name clearly or any of the personalised elements.

Contacted the dedicated customer service team through the website and had an email from Nadia in France asking me to send photographs of the unopened packet back and front. Thankfully I had taken photographs of these as well as the contents, when opened.

Sent the photos, never heard back despite chasing several times, have now gone to my Credit Card company for the refund.

Will never use them again.

Update: refund has not as at 27 July arrived and they only responded to my emails and agreed to it after I wrote this review.

Really bad experience for a second year in a row. Ordered personalised candies for my daughter's 4th Birthday, candies came all stuck together, no personalisation can be seen. It's all gone, some parts of the writing that stayed are unreadable. Wrote to their customer service, got an email saying they are in the US and I've to write to UK customer service. Tried that, and all I got was a message to say they are sorry it happened. Nothing more. Thought M&Ms is a respectable company but customer service is a disaster. The same thing happened last year for my son's 5th birthday, at least that time they asked for proof as in photos which I didn't think to take. But this time I've prepared myself and told them that I've proof but they didn't even bother to ask.

Placed order to arrive the 18th payed £18 for express delivery, nothing arrived, no explanation as to why. They couldn't get them to me for Friday or Saturday. Let down for my 40th Birthday
VERY VERY Disappointing.

We ordered 80 x 40g bags of personalised M&M's for our wedding favours and were very excited to receive them. After being charged an eyewatering £78 in import fees, the excitement soon faded.

At first glance, it appeared that we had been sent bags containing blank, non-personalised M&M's. Only after looking more closely did we notice that some personalised M&M's were present. While I appreciate that designs are printed on only one side, we thought it was strange that almost all of them were facing the wrong way... then we realised that the standard M&M's printed with the usual "m" logo are so poorly printed that the logo is almost completely faded or invisible. I'm not sure how they messed up their own branding so badly. We opened a couple of bags and turned them all the right way up, about 60-70% were our personalised prints which looked OK. 30-40% of them were poorly printed "m" branded shells.

I've emailed their customer services twice over the last week with photos, asking if these were acceptable by their QC, as we paid a premium price for a sub par product... but i'm yet to receive a reply.

My experience with this company has been extremely disappointing from start to finish.

After raising a complaint regarding a product I purchased, I received a response stating that because the product was no longer available and photographs could not be provided, they were unable to investigate the matter any further. Rather than looking into the issue or attempting to reach a fair resolution, they simply closed the complaint.

In my view, this demonstrates a complete lack of accountability and very poor customer service. A complaint should be assessed on its merits, not dismissed because a product is no longer available for inspection.

What has frustrated me most is the company's apparent disregard for consumer rights and its unwillingness to properly investigate a legitimate concern. As a result, the entire experience has been a waste of both my time and money.

Based on my experience, I would not recommend ordering from this company. If something goes wrong, don't expect your complaint to be taken seriously.

In reply to your response:

Hello Henry,

Your response overlooks a key part of the issue.

While you state that complaints require supporting evidence, it took over a month for your company to request that I return the item or provide photographs. By that point, the product had already been disposed of.

The product in question was chocolate that had developed a rancid smell. Do you genuinely expect customers to keep foul-smelling food products in their homes indefinitely while waiting for your customer service team to decide what information it requires? Most people would reasonably dispose of a product they believe to be spoiled, particularly after receiving no timely instruction to retain it.

The problem is not simply that you cannot investigate the complaint now. The problem is that your delays contributed directly to the situation you are now relying upon as a reason not to investigate.

Rather than acknowledging the lengthy delays in handling my complaint, you have chosen to place the responsibility entirely on the customer. That is why I remain dissatisfied with both the product and the level of customer service I received.

Nic

I am extremely disappointed with both the quality of my Personalized M&M’s order and the customer service that followed.

The candies arrived with heavily smudged images, blurred text, and black markings all over many of the custom prints. The faces were difficult to recognize, and the personalized messages were unreadable on many pieces. These were ordered for a professional business purpose, and the final product looked defective.

What made the experience even more frustrating was the response from customer service. When I contacted them, the manager repeatedly insisted that the black marks were “chocolate bleeding” and not ink. Looking at the product, it is clear that the custom printing was compromised. Rather than acknowledging the issue, I felt my concerns were dismissed.

The shipping condition was also unacceptable. The ice packs arrived completely melted and stuck to the bottom of the shipping container. The package did not appear to have been adequately protected for warm-weather shipping. The paperwork inside the box even stated, “I personally checked and packed your order with pride,” which is difficult to believe given the condition in which the order arrived.

For a premium personalized product, I expected much better quality control, packaging, and customer service. Unfortunately, this experience fell far below expectations, and I would not recommend Personalized M&M’s based on my experience.

Complete lack of image acceptability guidance, where absolutely everything is considered trademarked/copyrighted, even when it is not. Dinosaur image generated by AI (no copyright/trademark there) - nope; hand drawn sketch with remote resemblance to anything in the commercial domain - nope; creator image with permission to use (purchased at any of the many graphics websites) - nope. useless!

Not just any image can be transferred. I had to edit it several times before they accepted it. Also, it's been 3 weeks since I ordered it. They used a courier who doesn't respond. MMs doesn't respond to emails. They don't answer the phone!!!
UPDATE.
I read MMS's response. Unfortunately, I don't respond to emails (I've written several in recent weeks) and the phone is always busy (I've tried dozens of times). I placed the order in November. They were supposed to deliver on December 4th. As of today (December 16th), they still haven't. And no one's answering!!! Terrible service.

Very cool products and super smooth user friendly experience

This has got to be the most complecated order I have placed. I purchased a voucher for M&M's through Groupon. Unfortunately some of the terms and conditions were not very clear and so the £50 voucher I purchased for £10 was supposed to be used on a spend of over £100. This I felt was not clear. I also purchased a £30 voucher too and this too needed to be used on a spend of £6. The voucher could only be used between 16th October and 29th October but the M&M website would not except it on the 16th despite numerous attempt. Todaqy is the 22nd October and I have only just managed to use the voucher. I had to email several time to get it too work and it turns out what looked like a 1 was actually supposed to be an I but due to the font, I had no clue about that.
All in all, I'm disaapointed that I've ended up spending more than I wanted and won't be using the £50 voucher at all. The whole ordering process was really frustrating and I will think twice before using a Groupon voucher on this sight.
Fingers crossed the items purchased arrive and on time.

It’s tricky to purchase as you need to order over certain amount (min £100), cannot use 2 vouchers and one 1 pic. Very expensive shipping-advertised £6 and it was £10

Tried to buy some costum M&Ms last year - Picture was declined, got automatic mails that the order would be cancelled - It didnt happen and they just kept the money. Tried to login to fix it, didnt work, tried to call them but the phone was (of course) not active at the moment - So after searching i found a complicated form online that would need a lot of extra manual information, not an easy process. But got my money in the end.
The people i got to talk with clearly didnt understand that it was problematic that they just didnt do anything.
Very bad experience.

AND, now more than a year later, i get a spam message from them with "Lets reconnect" - I havent ever accepted to be contacted, it is illegal to send digital messages without consent.
Im sure noone cares and i will get a standard corporate answer with "So sorry for this we will look into it".

So everybody, if you want companies to care about the rules and costumer service in general, support the ones that do - M&M's surely dont.

Reply to your reply:
I do not need to unsubscribe, i never subscribed - It should not be nessescary. There are rules about sending newsletters and digital contact, and if you dont have consent, you are not allowed to send.
So if you want to do things right, make sure you have real consent and remove everybody else from your spam :) I know its a lot to ask for the rules to be followed...

Excellent service, I had an issue with my request, called the support team and within 5 minutes Nadia had my issue resolved and authorised, can’t wait to receive the goods for my guests and sample the product as well, thanks again Nadia… John @ millburn mini farm.

I recently ordered over £300 worth of items from their website. UPS delivery charged additional £115 customs. Called their support number and the lady is showing me a "notice message" on the check out page which says about customs. But the notice is at the top in yellow, fully blended with the header that it is hard to distinguish and be noticed as a NOTICE to buyers. If the notice was distinguished, I would have read it and perhaps would have not ordered as the items seem to have worked out very expensive.

Thank you MMS for deceiving. But definitely won't be a returning customer and I suppose you won't give a damn about it since the work is crazy about M&Ms. But guess what? Everything has an end

I ordered personalised M&M’s from mms.com / en gb, which presents itself as a UK-based website. The domain is UK-specific, prices are listed in British pounds, and the site is clearly targeted at UK consumers. I paid £198 for wedding favours, assuming the transaction was domestic. After placing the order, I was contacted by UPS and told I had to pay an additional £73 in import duties before my parcel could be released.

There was no clear indication during checkout that the order would be shipped from outside the UK or that customs charges would apply. The company claims this information is available on their website, but where exactly? It is not presented clearly at checkout, nor is it reasonably prominent in the ordering process. Burying such critical information in obscure terms or footnotes does not meet the standards of transparency required under UK consumer law.

Under the Consumer Contracts Regulations 2013, traders are legally obliged to provide consumers with the total cost of goods and any additional charges before a purchase is made. Failure to do so may constitute a breach of these regulations. Additionally, the Consumer Protection from Unfair Trading Regulations 2008 prohibit misleading omissions that cause consumers to make transactional decisions they would not otherwise have made.

Because the company uses a UK-facing domain and prices in GBP, it is reasonable to expect that they adhere to UK consumer protection laws. Marketing directly to UK consumers carries legal responsibilities, regardless of where the goods are shipped from.

I contacted customer service to raise this issue and request a goodwill gesture, but received no response. This lack of accountability is unacceptable, especially for a purchase intended for a wedding.

UK consumers should be warned: this site does not make international shipping or customs fees sufficiently clear. I would not have placed the order had I known the true cost.

UPDATE FROM RESPONSE BELOW: I have now sent you a copy of the email I sent to uk.customerservice @ effem.com, on 6th August 2025, I have also advised you remove your defamatory remark that suggests I had not sent an email. I have sent you screenshots of the whole ordering process and no where does it CLEARLY state that products are shipped from France, and will be subject to further charges. I can see similar reviews below so I’m finding it difficult to understand why M&MS argue this. It needs to be CLEARLY STATED.

Wow! I am so excited about these personalized m&m’s for my son’s wedding rehearsal luncheon! They look great! They will be so surprised! The order was quick, easy, and just precious! They gave me a tracking order so I would know when they would arrive. I live in Alabama and it’s July (92° today) and I was worried about them melting. The box was well packed with cooling pads, and since I knew the 2 hr window that it would arrive, I was able to get it off my porch as soon as my doorbell was ringing. We will definitely order when my daughter gets married.

The printing on the personalised M&Ms were of a terrible quality. They were nothing like those advertised on the website. Complete waste of £300. Would not recommend!

We want to give our guests at our wedding, a little bespoke treat and the personalised m&m's Make part of their favour boxes quite unique.
Ordering from the website was quick and easy to follow instructions from start to finish.
Can't wait for the finished product to arrive on our doorstep.

I ordered a gift of custom M&Ms for Valentine's Day with an estimated delivery of 2/14. I received notice on 2/14 that the order had shipped with a new estimated delivery of 2/17, and then further confirmation that it was out for delivery on 2/17. I understand that there can be delays, so I wasn't concerned at this point.

The recipient claimed he didn't receive the package, so I checked the tracking information which said that it was delivered on 2/18 ... to Hackettstown, NJ (I was shipping to NY). Mind you I received no further communication from M&Ms and the tracking page indicated a "successful" delivery.

After calling customer service, they said there was an issue with the address (which I confirmed was correct in my order confirmation but checked and was missing the street address - only had Apt # and city/state/ZIP - in the shipping confirmation) and the order couldn't be delivered and so was returned to the shipper.

I'm disappointed that I received no notice that my order couldn't be delivered. The best the customer service rep could offer me was either a refund or attempt at redelivery "free of charge" (i.e., I wouldn't have to pay anything additional -- I'd hope not!). I took the refund because I didn't want to risk anything happening again, but I couldn't believe that they didn't offer me at least a refund of shipping costs on top of redelivery to try to make things right after they dropped the ball with zero notice that there was an issue with the order.

+1 star because the customer service rep I dealt with was polite and efficient, but my overall experience was disheartening.