Mars Reviews

I had an issue with sheba cat soup at the start of 2022.
I called their complaints team, who I now understand is a third party team, to complain about this 3rd march 2022.
Was advised after many weeks of waiting and several calls, they would reimburse me with vouchers.
Many calls later when they do actually answer the phone was told they had been sent. 7 weeks later I call again, no vouchers, and was told I would get more. 5 weeks later had to call again, and was told they use yet another cog in the rusty wheel to send vouchers. I called again, asked to speak to a manager. Was told 48 hours..... 1 week 2 day later, still no vouchers and no call.
No-one answers the phone, the vm is always full and no one is available.
This is an absolute disgrace. Mars' reputation tarnished by their customer "care" department. If you have a complaint, go stand outside and shout at a bird, you may get a better response

Between 27th March and 11 April 2022 I have wasted a huge amount of time persisting in sending 13 emails to MARS WRIGLEY UK's 'contact-us' and receiving 11 largely unhelpful replies, while trying to find out if Wrigley's Extra Spearmint Gum (in 12 packs of 14-pieces) was likely to become available again in the UK (Supermarkets, and my usual supplier in recent years, Amazon, both said “Currently unavailable. We don't know when or if this item will be back in stock.”). Subsequently I aimed to identify acceptable substitutes.

Only a few very high-priced eBay sources (five x normal price, in one case) were saying they could supply the requested product, most likely having a small stock remaining, and looking to extract the maximum profit.

At no point did MARS Wrigley alert me to “Wrigleys ***Orbit*** Spearmint Sugarfree Chewing Gum 14 Piece Pack Box of 12 Packs” (which I’ve only just found; but at twice the price of the EXTRA brand, it would not have been an acceptable solution.)

At one point, the enquiry reference number (in the email subject line) changed from 00468567 to 02429416, which seemed to increase the confusion.

HOWEVER: The Mars-Wrigley customer support responders were UNFAILINGLY POLITE. But they were unable to give clear replies, sometimes contradicting each other, and mostly either not reading the question fully/correctly, or replying with irrelevant information.

It eventually became fairly clear, after the variety of replies, that Mars Wrigley very likely has withdrawn the requested product from the UK. My query therefore shifted to substitutes, to try to identify old-fashioned “stick” gum products. A visit to my local supermarket seemed to show that only small pieces of gum encased in (what I later learned was) a hard polyol shell were now available, which doesn’t suit me or my false teeth.

Enquiries about stick gum led to even more confusion.

The entire email trail is available, if MARS Wrigley want to check it, but it would be too long to post here.

MY CONCLUSION is that the support staff probably don’t understand English very well and mostly just send out quick replies that they think might do, even though they often turned out to be irrelevant or contradicted earlier replies.

Attempts to put the query into perspective seem to have only confused them further.

My guess is that they are based somewhere in the Far East (the Philippines?) and are paid peanuts to deal rapidly with customer queries.

NEVERTHELESS I will offer some praise to “Katrina” who clearly tried her best even though her replies were often inappropriate, but her final reply today was, for once, spot on. Thank you Katrina.

And thanks to Wrigleys if you read - and act on this - too.

Shame on you for not cutting ties with Russia. I will no longer support your products. I have printed out a list so that the next time I shop I will not be purchasing your products. I will urge everyone I know to also boycott purchasing your products!

Will never buy Mars products again because of their support for Putin and the war in Ukraine.
Profits before morals. They should be ashamed.

Look at the number of positive entries vs negative. Just a few 5 star ratings can make the top line total rating look good.
Ever thought who writes the positive reviews?
We had a tub of Hero's which had some dodgy chocolates and though they sent a token it didn't even cover my costs. Glad I didn't give the tub away but what do I do with the other two? Frightened to give them to anyone! Merry Christmas.

Ever tried to contact Mars re a faulty product that looks bad and pre eaten? Forget it, they just make it too difficult. Change to another brand, there are better manufacturers out there. Just look at the star rating, it shows how much they are concerned.

I feel so bad that Mars joined the woke brigade and removed Uncle Ben from the packaging,

This is going back to last April bought a Mars twix twin pack just on the second biscuit when i clinched something very hard between my teeth, certainly harder than sugar got on to customer service about eight different times with e-mails and phone calls promised me vouchers which never came the whole experience was a waist of time and effort customer service non existent

Great products, and I really love what they do for their community. I live near one of their offices and know they volunteer for the local community.

they used wihelm scream in their twix ad and it annoyed me to the max, i switch to funfetti

Bought a Galaxy Ripple Cake for my daughters birthday. Very disappointing as only 3cm tall with hardly no filling and most of the outside icing missing. Sent photos and was told a voucher would be sent. After spending £10 on the cake I got a voucher for £4 which I think is a complete insult. Anyone thinking of purchasing this cake I would think again, not worth the money.

We purchased a family size package of cocoa M&M's. This is a product we buy regularly; we know and like the taste. However, this package was not edible so I sent the corp an email telling them how bad the taste was and offered to send it back so they could test it. They quickly replied that the poor taste was probably due to transportation/storage and offered to send a "free coupon." We received the $3 coupon -- the product cost nearly $6 -- so not "free" at all. So disappointed!!!!

Well, not a fan of them except they so called limited series bars and M&M’s. This products i really like.

Been buying Sheba for years, recently bought the "Luxury" Craft collection, 100 pouches of pure junk, all 3 of my cats won't touch it, lick the juice and won't touch the meat, the meat looks and feels like rubber so can't blame them. Sent an email to state the obvious, its sh1.t food. Refused to compensate and playing difficult.

disgusting company, won't buy sheba or anything from your chain again.

BEWARE WHEN BUY STARBURST ORGINAL. BOUGHT BAG OF 2 PER PACK AND EVERYONE WAS PINK AND THEY TELL ME I SHOULD HAVE SAVED BAG. POURED IN CANDY DISH FOR GRANDKIDS. THREW BAG AWAY WONDERING IF THEY SAVE THEIR BAG. ABOUT 30 DOUBLE PACKS SAID ORGINAL BUT NOT!!!!!!!!! THROUGH WITH THAT COMPANY!!!!!!!!!!!!