My M&M's / bad communication
To whom it may concern: where do I start? I ordered my m&m's on 2/24/10 for my boss' birthday. The next am I got an email at 2/25/10 saying that two of the phrases would not approve. I called immediately and spoke to a nice gentleman. I explained to him that "schmata face" was a yiddish work and was a term of endearment, a nickname my jewish boss used. He said I did not have to revise. Then he told me I could not us the phrase "turd into gold" understandable. I changed it joan! Brenda! Hanging up I thought the order was being processed. I then sent an email at 10:34am with the explanation of the word schmata. I then received an email at 1:48pm stating that they could not print "turd." I thought the issue was resolved so I emailed back at 1:48pm saying that I had spoke to someone this am and issue was resolved. This is the last I heard from m&m. I thought my order was a go. Today, I had my intern call to see if the m&ms were on their way, when he was informed that they were still waiting for approval or review and they would arrive march 11. Let me remind you the event is march 5th. I got on the phone and spoke to a nice woman named laurie. She told me they could not print "turd" which was holding this up. Mind you she only mentioned that word. Schmata was not bruoght up. An issue that had been addressed via phone and email a week ago. After a good 15-20 mins on the phone, laurie and I changed the wording again. She was going to try and push the order out today, and would call me back and let me know if it was possible. I never heard from her after 2-3 hours. I called again and asked to speak to laurie. I couldn't. So I had to explain the whole situation again to debra. Debra went to talk to production to see if they had processed the order. I asked to talk to debra's manager I was so frustrated. He/she did not get on the phone but instead had debra tell me that they were working to push these m&ms out tonight. Debra said she would call me back. She left me a vm. I had to call the main number again. I got a third person (not laurie or debra) who almost made me repeat my story again. Fortunately, she got debra on the phone. She explained they hadn't printed the candies because they would now not print the word "schmata" which hadn't been a problem since the first phone call a week ago. Mind you I never received an email stating it was an issue after I thought it was resolved. Laurie never mentioned to me on my call with her that is was an issue. The production team had googled the phrase and felt it was not printable. The team would not print an ethnic word they had to look up. I understand not printing it but after what I went through a little slack would have been nice. Nope. So I quickly changed the wording to happy birthday which has no significance. Debra told me she would call me back to tell me if they could go out tonight or not. I am still waiting. 4:42pm. My first call was at 11:30am. So let's see. I have spoken to three people (it should have been four but the manager was too coward to get on the phone) I have emailed customer service twice. This is unacceptable. Where is the communication? The people I spoke to were very happy to help me but nothing got accomplished. What are you going to do about this?