Groupon, Inc.

Previous correspondence wit* customer:
*i [redacted],
No problem. I just issued a full refund for t*e one t*at t*e *otel agreed to allow us to do t*e full refund on back to t*e credit card you used for t*is purc*ase instead. Please allow up to 10 business days for t*is to be reflected on your...

statement. I *ave sent t*e ot*er two refunds to refund processing so t*at I can get manual credit card refunds issued since t*ey are only partial.
Once again, I'm really sorry your stay was a disappointment. We take all feedback seriously and t*ank you for s*aring your experience. It's very *elpful to *ave information like t*is as we review t*e deals we offer and t*e businesses we work wit*.
In t*is case, t*e portion of your purc*ase t*at *as been credited back to you is t*e most we can offer. We are unable to provide furt*er refunds.
T*ank you for your understanding.
Regards,
Step*anie *.
Groupon Customer Support
*i [redacted],
T*ank you for your patience. Bot* partial refunds *ave been issued back to t*e credit card used for purc*ase. One was in t*e amount of $115.39 and one in t*e amount of $105.88. Please allow 7-10 days for t*ese to reflect on your statement.
Let me know if you need anyt*ing else.
Regards,
Step*anie
Groupon Getaways

Hi [redacted]Thanks for your email, and I apologize for any trouble.It looks like this matter was resolved on 08/25/2016 in Ticket #[redacted] when you worked with [redacted]If there's anything else I can help with, please reply to his message and I'll be happy to help.Thanks again,[redacted]ManagerGroupon Customer Support

Hello [redacted]Thank you for reaching out to us through the Revdex.com. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email to the email address associated with your Groupon account...

from [redacted]@groupon.com via Ticket [redacted] .Regarding your complaint: I'm very sorry for any confusion. Your first transaction was in a pending state for several minutes. In this case, we were ultimately able to process your first order, but because you placed additional orders in the meantime and each transaction was successful, you ended up with two Groupons for this deal in your account.  Unfortunately, because you initially contacted us outside of the return window, I am not able to offer a refund in this case. However, because your request came only a few days outside the window,I would like to offer the opportunity to take advantage of Trade In. Exchange your Groupon, and you can purchase a brand new one.I’ve provided more specific instructions in my direct email to you. If you have any additional questions, please reply to me there.I'm again sorry for any inconvenience. Please let me know if you’d like to proceed with Trade In or if there is anything else I can help you with.Thank you for your understanding.Regards, [redacted]ManagerGroupon Customer Support

Hello [redacted],Thank you for reaching out to us through the Revdex.com. I have reviewed your most recent comment and all internal Groupon correspondence, including your thread with my colleague [redacted] in ticket #[redacted].In ticket [redacted] it was stated:"Hi [redacted],Sorry for any trouble. It appears that you have made the purchase using mobile app. Sometimes customers accidentally make purchases using the Groupon mobile app on their phone. If you have a smartphone and use our mobile app, this may be what happened.Unfortunately, this Groupon is final sale, so I am not able to issue a refund. This information is listed in the Fine Print, which can be found on the page where you originally purchased this deal and on the Groupon itself.Thanks so much for your understanding.Regards,[redacted] P.ManagerGroupon Customer Support"To clarify: The two purchases were made several minutes apart, and for different quantities. This is not a duplicate purchase that was processed by Groupon, but rather two purchases made by the consumer. As this deal was clearly stated Final Sale upon purchase, we cannot issue you a refund.While I understand that you are not satisfied with the previous replies you've received, we have done our best to assist you and have provided you with the best solution available in this circumstance. I am happy to answer any questions you may have regarding other purchases. However, I am not able to assist any further with your particular request and we consider this issue resolved.Thank you for your understanding.Regards,[redacted]ManagerGroupon Customer Support

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

I aligned with our Live team to make sure policy had been properly upheld here.It has.This deal has many levels to go through for an actual purchase to occur: https://www.groupon.com/deals/fanxchange-kansas-city-chiefsFind Tickets --> Select Game Date --> Select Section --> Select Quantity --> CheckoutFor this reason, we won't be making an exception and/or allowing a refund.Please let me know if you have any additional questions. [redacted].ManagerGroupon Customer Support

Your Revdex.com support question (Request: [redacted] Dec 14, 7:04 AM CST:Hi [redacted]Thanks for reaching out to us through Revdex.com.I have reviewed your correspondence with our representative and I'm sorry for any trouble with this GrouponLive purchase.If you dispute the charge with your financial institution, then we have to let that process run its course. Instead of resolving the issue with us, you should work with them directly to discuss a resolution.Our Customer Support department is always here to help you redeem your Groupons, and we like to try resolving any issues you may have before including anyone else in the process. If you ever need help, please let us do what we can first.If you haven't officially filed the dispute yet, let me know and we can continue working this out. Either way, I'm happy to answer any questions you may have.We appreciate your understanding.Regards,[redacted] Manager Groupon Customer Support

Hi [redacted],Thank you for reaching back out to us through the Revdex.com. I have reviewed all past correspondence and I'm sorry for the trouble. I apologize for the trouble you've run into with your Goods purchase and want to assure you that this is not how we intended this deal to...

go. You were correct in stating that this deal offers a 6 month warranty from [redacted] Digital, as well as free returns within 14 days of the receipt of your item. According to the tracking information for this shipment, your order was delivered on November 13, 2015. However, I do understand your situation, and because of the trouble you've encountered, I want to make sure you're taken care of today.I've sent your prepaid mailing label in a separate email. Just click the download link in that email to access the PDF, and print it like you would any other document. Once you've done that, place the label on your return shipment.You can keep an eye on the progress of your return by signing into your account at www.groupon.com/mygroupons. Just click "View Details" and then "View Return Status." Please allow 2-3 weeks (or sooner) for your return to be received and refunded. Within 3 business days of receiving your return, we'll issue the refund to your original method of payment and send you a confirmation email to let you know it's been processed. Keep in mind that it can take up to 10 business days for the refund to appear on your statement once it's been issued. Of course, if it's been more than 3 weeks since your return was marked as delivered and you haven't received your refund, please let me know!Also, as an apology for the trouble I've also issued $10 Groupon Bucks to your account that will automatically apply to your next purchase. These will be good for 180 days, and you can view these in your My Groupons page.For future reference, you can create a return label yourself by heading to your My Groupons page at www.groupon.com/mygroupons from your computer (returns aren't available on the mobile app just yet). Once you find the purchase you want to return, click "View Details" and then "Return Package," found directly above the "Track Purchase" button. If your item is eligible for a return, just follow the on-screen instructions to fill in your details and print a return label. If you have additional questions or need anything else please don't hesitate to let us know. You can reach us at [email protected] or by phone 8 a.m. to 7 p.m. Central Time, seven days a week, at (888) [redacted]. Regards, [redacted] H.ManagerGroupon Customer Support

Hello [redacted]Thank you for reaching out to us through the Revdex.com. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from [redacted]@groupon.com.Regarding your complaint: Sorry for any confusion! I double checked...

and I see that we have not received any contact via email or Chat from [redacted]@cfl.rr.com" email address recently. We typically reply to customer emails within 24 hours. I recommend adding [email protected] to your safe-sender list or white-list.Additionally, I can definitely assist you with resetting your password, but first I'll need to verify some information for security purposes.Please confirm the last four digits of the credit card associated with this account, as well as that card's expiration date, billing address, and cardholder name. Once I have all of this, I'll be able to provide you with a link to reset your password.Also, regarding the problems with your outstanding Groupon purchases, Could you please share the name of the deal that was featured and the additional information of the problem to assist further?You can often find answers to your questions by checking the Fine Print under the images on our site. If that doesn't provide the answers you're looking for, we also include a link to the business's website on the deal page for additional reference. I’ve provided more specific instructions in my direct email to you. If you have any additional questions, please reply to me there.Thank you for your understanding.Regards, [redacted]ManagerGroupon Customer Support

Hello [redacted]Thank you for reaching out to us through the Revdex.com. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from [redacted]@groupon.com.Regarding your refund request for order # [redacted]:I’ve...

provided more specific instructions in my direct email to you. If you have any additional questions, please reply to me there.Thank you for your understanding.Regards,[redacted]ManagerGroupon Customer Support

Complaint: 12136936
I am rejecting this response because: I asked for my money back NOT for Groupon Bucks. I emailed them about this about 5 times so far but they have not responded. It was the company whose services they accepted and I paid for through them that would NOT do the work. Consequently they owe me my money, not Groupon bucks.
Sincerely,
Virginia Eckroade

Hey [redacted]I looked over our records and noticed that this issue was fully resolved on Wednesday earlier this week when you worked directly with [redacted]I replied to you in internal thread [redacted] and if you have any additional questions, please reply to me there.Regards,[redacted]ManagerGroupon...

Customer Support

Hi [redacted]
Thank you for reaching back out to us through the Revdex.com. I have reviewed all past correspondence and I'm sorry for the trouble. I checked the tracking for your order, and can see that the package arrived on 12/24. I see that you were able to retrieve a return label...

from your account on 12/25.Once you've mailed the package back, you can keep an eye on the progress of your return by signing into your account at www.groupon.com/mygroupons. Just click "View Details" and then "View Return Status."Please allow 2-3 weeks (or sooner) for your return to be received and refunded. Within 3 business days of receiving your return, we'll issue the refund to your original method of payment and send you a confirmation email to let you know it's been processed. Keep in mind that it can take up to 10 business days for the refund to appear on your statement once it's been issued.Thank you for your patience, and please let me know if you have any additional questions or concerns.Regards,[redacted]ManagerGroupon Customer Support

Tell us why here...Hello [redacted]Thank you for reaching out to us through the Revdex.com. I have reviewed your most recent comment and all internal Groupon correspondence, including your thread with my colleague [redacted] in ticket [redacted]. I responded to you a moment ago via email from [redacted]@groupon.com.In ticket [redacted], it was stated:"Please understand, the Groupon you have purchased is final sale, so we are unable to issue a refund, once the purchase is complete. This information is listed in the Fine Print, which can be found on the page where you originally purchased this deal and on the Groupon itself.I totally understand your issue. As, the price for both the shows (Saturday August 12, 2017 / 1:30pm - 4:00pm (VIP Entry at 1:00pm) and Sunday August 13, 2017 / 1:30pm - 4:00pm (VIP Entry at 1:00pm)) are one and the same. I would request to you to get in touch with the Merchant using the following email address: [redacted]@goldstar.com with the standard subject line of: GS/GRPN [redacted]."Regarding your complaint: While I can completely understand how frustrating this situation has been, and I wish this was not your experience, particularly on your first order. However, as these live events are final sale at the time of purchase, and we do confirm the purchase after it's completed, we unfortunately cannot alter the policy here. I will have to agree with my colleague that we cannot issue a refund in this case.I regret that we're in a tough situation with this refund request on your first order. While I can't fulfill your request, I would like to offer you a small token of our regret. I've issue $20 in Groupon Bucks on your account. While I know this amount is not equal to the amount you spent on your first purchase, please consider this a gesture of goodwill should you choose to use our site in the future. Groupon Bucks will apply automatically to any future purchases, and don't expire for 180 days.While I understand that this outcome is not the one you requested, we have done our best to assist you and have provided you with the best solution available in this circumstance. We hope to regain your trust in the future, but unfortunately, we have to consider this particular issue resolved.Thank you for your understanding.Regards,[redacted]ManagerGroupon Customer Support

Hello Dr. [redacted],Thank you for reaching out to us through the Revdex.com. I have reviewed your most recent comment and all internal Groupon correspondence, including your thread with my colleague [redacted] in ticket [redacted]. I responded to you a moment ago via email from [redacted]@groupon.com.In ticket [redacted], it was stated: Regarding the Groupon for The Massage Room,I completely understand your dissatisfaction with everything that happened. I'm sorry this Groupon isn't working out for you. I do understand your situation and I am able to make an exception.I've Traded In the voucher for you. Here's how you can now Trade In for another deal!1. Click here to visit your account and select the deal2. Select Trade In Now3. Follow the instructions to Trade In your voucher for a new dealIf the deal you find is less than the amount you originally paid, we'll leave the difference in Groupon Bucks to apply to a future purchase.Please let me know if you have any questions.Regarding your complaint: Unfortunately, I won't be able to provide you with a direct email address to [redacted]. However, if you reply to the email that he sent to you in ticket # [redacted], you will be able to reach him directly.The Trade In that was offered was processed on 11/01/17 and the credit issued through that Trade In has been used on 3 new purchases. I have confirmed that all 3 of those purchases were completed on 11/01/17. I am happy to address your concern regarding the purchase that you would like refunded, however, I am unable to locate a purchase that matches your description. The 3rd purchase had a $2 payment applied from Groupon Bucks and $23 billed to your credit card on file.Unless otherwise stated, we are only able to issue a refund or any type of Groupon Bucks credit within the first 3 days of purchase, unless the Fine Print states otherwise or the business has closed. Once we are outside that time frame, the vouchers are considered final sale. Once a voucher is expired, businesses will accept your expired Groupons for the price you paid in accordance with our terms of service. Groupons make great gifts, so if you're not able to use it yourself, feel free to give it to a worthy recipient. You can always give an unused Groupon to a friend unless otherwise specified in that deal's Fine Print.If you have any additional questions regarding our policy, you can find more information by heading to our website and viewing the links that I've provided below:https://www.groupon.com/groupon-promisehttps://www.groupon.com/pages/terms...⇄ definitely understand your concern and frustration in this case. The credit that [redacted] issued to you was an exception to our policy. This voucher was non-refundable at the time of your original contact with Groupon back on 10/03/17. While we were happy to make this exception for you on 10/30/17, please be aware that we may not be able to honor exceptions of this nature moving forward.While I understand that this outcome is not the one you requested, we have done our best to assist you and have provided you with the best solution available in this circumstance. We hope to regain your trust in the future, but unfortunately, we have to consider this particular issue resolved.Thank you for your understanding.Kind regards,[redacted] ManagerGroupon Customer Support

Complaint: [redacted]
I am rejecting this response because:Groupon uses technology (or the excuse of the technology not being updated in a timely manner, which is unbelievable in this day and age of technology) to repeatedly apologize for their poor business practices.  Even after I submitted this initial complaint and several customer service reps replied to say "yes" the tickets are available and in that same 5 minutes, my money was refunded immediately after the purchase?  Then a lot of apologies and excuses as to why I can't attend a concert.  The level of customer service was so poor as many of the reps are using canned responses, that are cut and pasted into email replies.  Is that the customer service level that Groupon stands behind? Even [redacted] last reply to this thread was very condescending and also full of excuses, such as only one ticket was available individually at the venue (possibly, not confirmed) so the transaction was cancelled since I wanted 2 tickets (?)  Again, [redacted] was making up excuses and reasons as to why my purchase would not go through.  If the deal is still up on their website, it makes no sense why my tickets couldn't be purchased manually (like so many companies have the capabilities to do so), rather than offer complete hollow apologies and take no action.  This correspondence has been going on for weeks, most of the time, the deal has been up.  I think I am entitled to either the concert tickets that I had hoped to purchase for $30 apiece or an equivalent credit on Groupon or a guarantee that my purchase will go through the next time I attempt to buy a deal.   
Sincerely,
[redacted]

Hello [redacted],Thank you for reaching out to us through the Revdex.com. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from [redacted]@groupon.com.Regarding your complaint: I’ve provided more specific instructions in...

my direct email to you. If you have any additional questions, please reply to me there.Thank you for your understanding.Regards, [redacted].ManagerGroupon Customer Support

Hello [redacted],Thank you for reaching out to us through the Revdex.com. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from [redacted]@groupon.com.Regarding your complaint: I'm so sorry for any inconvenience. I'm...

happy to help, but I'll need some more details first to locate the Groupon account.I’ve provided more specific instructions in my direct email to you. If you have any additional questions, please reply to me there.Thank you for your understanding.Regards,[redacted]ManagerGroupon Customer Support

Hi [redacted]Thank you for reaching out to us through the Revdex.com. I have reviewed your most recent comment and all internal Groupon correspondence.I'm personally addressing your issue today and I'll update you via email with my progress.Thank you for your...

understanding.Regards, [redacted]ManagerGroupon Customer Support

Hello [redacted]Thank you for reaching out to us through the Revdex.com. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from [redacted]@groupon.com.I'm really sorry for the trouble and I appreciate your...

understanding. I've just issued a $200 refund in Groupon Bucks to your account. This credit will be available for you to use shortly, and you'll receive an email as soon as it has processed.The Groupon Bucks credit is available immediately in your account. There's no need to wait for a Groupon Bucks refund to clear; you can start using your Bucks right away on any of the deals on Groupon.com. They apply automatically to purchases on our site until they run out. You can see your current balance in the top right corner of the page when signed into your account at http://www.groupon.com/mygroupons.I’ve provided more specific instructions in my direct email to you. If you have any additional questions, please reply to me there.Thank you for your understanding.Regards,[redacted] Supervisor Groupon Customer Supervisor