Groupon, Inc.

Initial Business Response /* (1000, 6, 2015/09/10) */
Contact Name and Title:[redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@groupon.com
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. However, I'm not able to issue a refund for your expired voucher.
All the businesses we feature understand that the purchase value of your Groupon never expires. Of course, if you have difficulty using this, I'll be more than happy to assist you further.
I am sorry that I wasn't able to provide you with your desired outcome in this matter.
I want to assure you that we will always do everything in our power to help our customers redeem their Groupons, and customer satisfaction continues to be a top priority.
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.
Regards,
[redacted]
Manager
Groupon Customer Support
Initial Consumer Rebuttal /* (3000, 8, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please review this Dr on Yelp. I had been to Dr [redacted] before and the experience was awful. Read reviews on Google. All I want is a credit voucher for groupon. Did not know that this "Spa" was [redacted]'s practice. This matter is not resolved. Read the reviews.
Final Business Response /* (4000, 10, 2015/09/11) */
Hi [redacted],
We typically only offer refunds when there is a problem with the service or if the vendor displays an act of customer disservice. We do not issue refunds based on the experience of another customer or an experience documented on a review website.
Our Groupon Promise exists to protect people from having a poor experience when they use their Groupon. We want our customers to know that we are there for them in case something goes awry when they try to redeem it. It doesn't happen often, but we're there in case it does! You can read more about Groupon Promise here: http://www.groupon.com/groupon-promise
We encourage you to try this business. If you have a bad experience when using your Groupon, please don't hesitate to contact us.
Regards,
Groupon Customer Support

Hello Harry,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 [email protected] your complaint: our deepest apologies for the initial...

miscommunication that your Groupon+ deal was expired at the time of your purchase. That information was incorrect and we apologize for the initial misreading of your claim. Unfortunately though since your account has since been deactivated and the card used removed, we're unable to troubleshoot your cashback claim at this point. If you'd like to reactivate your account, we'd be happy to put double what you would have qualified for in cashback into your account as Groupon Bucks since the issue can no longer be escalated.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,Trevor DManagerGroupon 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]My name is [redacted] I'm a Supervisor with Groupon Customer Support.I apologize for the inconvenience regarding these bookings. I reviewed your account and do see where several attempts were made between 8pm CT and 8:40pm CT. Most of them had the EXTRA promo code manually applied to them. Unfortunately, these purchases were going through additional processing and since so many were attempted in such a short time they all resolved at the same time around 9:35pm CT.We did reach out to the business on your behalf to try and find another solution, but we weren't able to get approval from the property to cancel your booking as an exception. We contacted the hotel several times until finally hearing back from the manager. Due to the holiday weekend, and the fact that they held the rooms under your name for that night resulting in them turning away other guests seeking lodging, they were not willing to authorize a refund.I understand this may be frustrating; however, Groupon does not impose the cancellation policies for these Getaways Booking deals, and I'm afraid I've done all we can do at this point.I'm really sorry about this situation. If there is something else I can assist with, I'm happy to help.If you’d prefer to speak with someone in person, please visit https://www.groupon.com/customer_support to request a callback.Regards,[redacted]SupervisorGroupon Customer Support"Following this you submitted disputes with your bank regarding these charges and was working with another colleague [redacted] in ticket [redacted]"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 responded to you a moment ago via email from [redacted]@groupon.com.Our records show that you filed five disputes with your credit card company and that those disputes were settled in your favor. Please follow up with your bank regarding those funds.I am attaching all your unredeemed vouchers. Those that are expired can be used for the amount you paid towards the service that you purchased at the merchantRegards,[redacted] FSupervisorGroupon Customer Support"Within this same ticket, upon a further reply from you, [redacted] stated:"I had our team double check the status of the credit card disputes you filed. We accepted all those charge backs which means we approved your credit card company issuing a refund.Unfortunately, at this point, I am not able to assist any further with your particular request and we consider this issue resolved. You need to discuss this with your bank and credit card company."Regarding your rejection: I can completely understand your frustration in this matter, but I must reiterate the previous replies that a refund is not possible for these purchases.Again, I'm sorry we were unable to provide you with the outcome of a refund in this matter. If you have any other questions, please reply to me, and I'll be happy to answer them. However, at this point, this request is considered resolved.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:"Sorry for any trouble with this deal.On the original screen where you made this purchase, http://www.groupon.com/deals/entertainment-cruises-5, we included a Q&A Board on each deal for customers to ask more specific questions about the offer and the business.In one of the question, we've clearly informed that "The price is for one person."I'm sorry to hear this will keep you from using your Groupon. If you’re unable to use a Groupon, a friend or family member can use it instead (unless the Fine Print indicates otherwise)."Regarding your complaint: To clarify further, I do agree that if the deal page suggested it was for multiple people, this would be confusing. However, on the deal page, there is no language or deal option to suggest that this Groupon was for more than one admittance. Unless otherwise stated in the deal option or Fine Print, Groupons are for single use. As there was no language to suggest this was for multiple persons, and it was clarified in the Q&A portion of the deal page, I have to again deny your request for 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

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]Regarding your complaint: I'm going to loop in a Getaways specialist...

to review your case for further consideration.Please stay tuned for an update via email. 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]Regarding your complaint: Refund request for the [redacted] car care...

GrouponI’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 very sorry for your experience and...

the frustration with the delay in resolution.It looks like the deal with the non-contactable merchant, now-and[redacted]-therapy-2, was successfully refunded to Groupon bucks via trade in on 6/9/17.Later that day, we show you used the trade in bucks to purchase a new deal; house-of-massage-green-day-spa-5As an apology, I have gone ahead and have processed $10.00 in additional Groupon Bucks to your 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10991508, and find that this resolution is satisfactory to me.
Sincerely,
Christine [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. It looks like this has already been addressed as I see a full refund...

was issued to the original method of payment on 06/19/2017. If you need any additional help, please let me know. 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] Manager Groupon Customer [redacted]

Complaint: [redacted]
I am rejecting this response because:I have received two emails previously including the one that responded on same day you sent your response to my complaint and I am still waiting for them to deposit my $70.00 in Groupon bucks. Since they did not want to reimburse me the $70.00 that I used to buy their Groupons I thought that I would settle for their Groupon bucks since then it wouldn't be a total loss. 
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].Regarding your complaint: I can't apologize enough for the frustration...

on this purchase and can fully understand your situation. However as mentioned previously these are final sale tickets and we will be unable to refund on this case. 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, including your thread with my colleague [redacted] in ticket [redacted].In ticket [redacted] stated:"Thanks for reaching out to us through Revdex.com.I have reviewed your correspondence with our representative and I apologize for any confusion.I’m sorry you’re having trouble using your Groupon. I've reviewed your orders, and it looks like refunds for the rest of the two orders was already processed from our end on May-26, 2017. Please allow up to 10 business days for this to be reflected on your statement.Please let me know If you have any other questions."To clarify, our shopping cart feature will allow customers to add multiple items to the virtual checkout process, and there will be a single charge for these separate items in order to save you money on shipping costs. However, each Groupon Goods item has its own unique return label and will be processed individually. So while the initial charge is one lump amount, each refund for returned Groupon Goods will be refunded individually. This would explain why you've only received one refund if you returned separate Groupon Goods with their unique prepaid return labels. Please have patience while our warehouses process the returns for each item.If you have any further questions, please let me know.Thank you for your understanding.Regards,[redacted]ManagerGroupon Customer Support

Hello Capacine,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 [email protected] your complaint: Sorry for any trouble! I can confirm...

that your refunds processed successfully on 12/8/17. You should have received an email confirmation shortly after they were refunded. If you're not seeing it, I recommend checking your spam folder to make sure our emails aren't ending up there.Your refund was processed to the paying card, it should appear on your statement as a refund from Groupon, Inc. Though the funds are out of our hands, it can take a little time for banks and financial institutions to route those funds correctly and post them to your account. This typically happens within a matter of days, but we ask that you allow up to 10 business days for your refund to appear on your statement.If it has been longer than 10 business days since the refund was issued and it hasn't posted to your bank statement, please contact the claims department of your bank directly to check on its status.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,Alexandria MManagerGroupon Customer Support

Hello [redacted]Thank you for reaching out to us through the Revdex.com. I responded to you a moment ago via email from [email protected] your complaint: I've issued $29.75 in Groupon Bucks to your account. I hope this helps to right the situation. We love having you as a...

customer and want you to continue to love using Groupon. 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].Regarding your complaint: I've just issued a $31.20 refund in Groupon...

Bucks to your 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

Complaint: [redacted]
I am rejecting this response because:There was no resolution offered.  No email was sent to me.
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 checked your account and I can see...

that your refund for $25.94 has processed successfully on 09/17/2017.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

Initial Business Response /* (1000, 6, 2015/07/28) */
Contact Name and Title:[redacted] Manager
Contact Email: [redacted]
Sincere apologies for how long it took for our Groupon Goods team to respond to you. We've been experiencing unusually high email volume the past few...

weeks, but we're doing everything we can to respond to inquiries as soon as possible. To be honest, we're embarrassed by the delay, so we really appreciate your patience while we work hard to get our standard response time back on track.
I truly apologize that the item arrived in such a condition and understand why you'd be frustrated. I do see that on July 20th, Stephen was able to provide you with the contact information regarding the warranty. I hope you've since been able to get in touch, but if you're having trouble, please let us know.
I've also issued $15 Groupon Bucks for the trouble. This credit will be available for you to use shortly, and you'll receive an email as soon as it has processed. Any Groupon Bucks you have will apply to a purchase automatically. You can see your balance in the top right corner of the page when signed into your account at www.groupon.com/mygroupons.
Again, sorry for the trouble and thank you for your patience.
Regards,
[redacted]
Manager
Groupon 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:"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.Regarding your refund request for order [redacted];I'm very sorry you missed the show. I have checked your account and I can see that you have purchased the Groupon for the option "Ice Skating Admission with Skate Rental for Two, valid Friday – Sunday, 11/27/17 through 12/21/17 Only". Hence this Groupon can't be redeemed post 12/21/17.Unfortunately, Groupons for ticketed events are only refundable on the day of purchase. This information is available in the Fine Print of your Groupon and in the GrouponLive FAQ: www.groupon.com/pages/grouponlive-and-ticketed-events-faq#13Thanks for your understanding. If there is anything else I can help you with, please let me know.Regards,[redacted] C.ManagerGroupon Customer Support"Regarding your rejection: I apologize for the trouble you had with your purchase for The Ice Rink at Cosmopolitan. Groupon does not impose the Fine Print and restrictions for the advertised deal. The deal option posted was for "valid Friday – Sunday, 11/27/17 through 12/21/17 Only", if the venue is able to honor the promotional value past the expiration date of the voucher, Groupon can not impose otherwise. According to your email, even after expiration of the voucher, the merchant has decided to honor for full promotional value until January 10th 2018. Unfortunately, the unredeemed tickets is not refundable due to the Fine Print of the deal.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

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.Regarding your complaint:I'm really sorry for any trouble this has caused. I've just issued you a full refund and removed this Groupon...

from your account. Please allow up to 10 business days for this to be reflected on your statement.Thanks for using Groupon. Please let me know if there is anything else I can do for you.Regards,[redacted]SupervisorGroupon Customer Support