Groupon, Inc.

Complaint: [redacted]
I am rejecting this response because: This was not an accidental purchase, this was a system error on their part. I immediately canceled the order and received the email stating it was not processed. I also removed my cards from the account and was charged after they attempted three times! They should not have had my card information. I called the day the money was taken from my account and was promised a refund and then received and email the next day stating I would not be issued a refund. My family has suffered greatly due to their error and all I'm asking is for my money back. All $608.15 that they stole.      
Sincerely,
Michaela Rasmussen

Hi [redacted]My name is [redacted] and I'm a manager here with Groupon Customer Support.  I have reviewed all correspondence, including your most recent exchange with my colleague [redacted] on January 17th.Regarding your complaint: As previously stated, we are unable to issue you a refund for this voucher, but have offered several times to trade in the value toward another local purchase.  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]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 am truly sorry for the experience...

that you had with this purchase, as this is never the experience that we want our customers to have.It looks like you were issued a full refund for this item on 01/06/18 to your original form of payment. We ask that you allow up to 10 business days for that to post back to your statement.Please be aware that certain Groupon Goods items are sold by a 3rd party merchant. In the case of any missing products, you should reach out to the merchant directly. They will open a case with the shipping carrier and attempt to locate your package, which has proven to be successful in many situations.In order to contact the merchant:• Sign into your account at www.groupon.com• Find your name in the top right corner of the page• Place your cursor over your name and the account menu will drop down. Select "My Groupons"• Next to your Groupon, click "View Details," which will take you to the Groupon Goods Marketplace customer sign-in• Sign in with the email address and password you use for Groupon, then click the "Contact Merchant" buttonIf you've already taken the above steps but can't get in contact with the merchant:• Let us know and we'll be happy to reach out to the merchant on your behalf• Please navigate back to your item's order page using the above steps, click on the Tickets tab, and note the ticket number• Then, send us that ticket number and the best phone number to contact you withI did see that you were having trouble locating the option to contact the merchant and I apologize that you were not provided more specific instructions when you originally contacted us.Unfortunately, we are unable to escalate your request until this correspondence has been opened with the merchant. The agent that processed the refund should not have done so. While we're happy to have processed the refund for you, I just wanted you to be aware of the steps that need to be taken before we're able to escalate an issue to our Groupon Stores Team.If you have any additional questions, please reply to me in my direct email to you.Thank you for your understanding.Kind regards,[redacted] ManagerGroupon Customer [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: Non receipt of one of your [redacted]...

gift code.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’ve reviewed your request for a refund,...

but unfortunately, these Groupons are non-refundable. Please be aware that due to our return policy, we can only offer refunds within three days of purchase for Local deals.I have double-checked all of these orders and it does appear that the redemption websites and redemption codes are functioning properly. The full promotional value is correctly taken off at checkout when the redemption instructions are followed. Only the shipping costs/local tax depending are left as a balance. I have included the full redemption instructions for your Simple Canvas vouchers purchased on 05/07/2017, as well as each individual redemption code.Please note that you will need to redeem each of the two vouchers purchased for One 11x14" Custom Canvas separately (you will need to go through this deal options redemption process twice; one time for each voucher). The redemption website landing page will immediately prompt you to enter your redemption code. The full promotional value is deducted once each redemption code is applied to each individual order. If you do not wish to pay additional charges, please be sure that no add-ons or extra promotions are attached to that order. I have tested this process and can confirm that only the $9.99 shipping is charged on each individual order (as we stated it would be per the Fine Print "Shipping not included and starts at $9.99 (depending on size)"). Tax is always going to be subject to the local area. Please be sure that you are not attempting to combine more than one voucher per individual order (also addressed in the Fine Print "Limit 1 per order") for this specific deal option.2x Simple Canvas vouchers purchased, each good for: One 11x14" Custom CanvasNOTE: Groupon codes can not be combined or shipped together. NOTE: If your Groupon is for multiple quantities of the same item, you must order all quantities on the same order, at the same time. No exceptions.To place order, you must shop at: http://www.canvas.my/groupon Enter your Groupon Code and click "Apply Now."Start shopping by selecting the item size of the Groupon you purchased.Finalize the items in your cart and proceed to checkout.On the "VERIFY & SUBMIT" final step screen, you will choose your shipping method. You will then see a "GROUPON CREDIT" amount shown in the "ORDER SUMMARY" summary section on the bottom right reflecting the amount you paid for your Groupon.Enjoy! First redemption code to be used on one individual order: [redacted] Second redemption code to be used on another individual order: [redacted]Please note that for the redemption of this deal option, you will need to customize 3 8x10" Canvases and add them to 1 shopping cart per this 1 order. The redemption website landing page will immediately prompt you to enter your redemption code. As long you customize 3 8X10" canvases and are not selecting any additional add-ons, you will only be charged the shipping cost (per the Fine print "Shipping not included"). Tax is subject to local tax. I have tested this process and can confirm that after the redemption code is applied only the shipping is charged for the 3 items within the 1 transaction's shopping cart.1x Simple Canvas voucher purchased, good for: Three 8x10" Custom Canvas PrintsPrint voucher (or pull it up with our mobile app).Visit http://www.canvas.my/groupon Enter the redemption code located in the middle of your voucher and click "Apply Now."Start shopping by selecting the item size of the Groupon you purchased.Finalize the items in your cart and proceed to checkout.On the "VERIFY & SUBMIT" final step screen, choose a shipping method. You will then see a "GROUPON CREDIT" amount shown in the "ORDER SUMMARY" section on the bottom right reflecting the amount of your voucher.Enjoy!The redemption code to be used on one individual order: [redacted]Please let us know if you are having further trouble.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: I simply got a cookie cutter response, Groupon failed to resolve my issues, they had a lazy response simply reinstating my account.I made it very clear to them in multiple emails that they should never have suspended my account in the first place, I had Groupons that I had purchased for specific evenings that were arranged with friends, I sent them emails letting them know this and that it was urgent to reinstate my account, as a result I still went to my friends event but had to pay out of pocket for the event instead of taking advantage of the Groupon I had bought. That Groupon expired during this suspended period and I have no use for it but am also out of pocket having to pay full price at the venue. I was also unable to use Groupon during this time of which I also had plans to buy and use certain Groupons again costing me money that it should not have. This is evident in the fact that they have reinstated my account, showing that there was no good reason to have done so in the first places especially considering it was I who informed them in the first place.I want a full explanation of what happened why it happened and why they never responded to my emails and had I not gone to these lengths I would have not gotten anywhere, WHY?I want the issues regarding not being able to use my paid for products dealt with in a fair way that reflects my lose.I want to know why they disrespectfully responded to me and Revdex.com in a way that was just intended to try and quickly resolve an issue that they don't want to deal with.I am currently speaking with the press and it will be in their best interest to show some respect in the resolution to this issue or they will not fair well in the article.
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 have reviewed the deal you wanted to...

purchase (https://www.groupon.com/deals/fitness-together-10-40) and as you can see we included a Fine Print section on the deal page which states "Limit 1 per person / Limit 1 per visit". Since this restriction was included in the deal's Fine Print, we will not be able to provide this deal for you.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: It looks like your issue has been...

resolved, as I can see that you were issued a full refund back to your original form of payment on 01/21/18. Please allow up to 10 business days for that to reflect on your statement.For future reference, 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.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...⇄ you have any additional questions, please reply to me through the direct response from Groupon.Thank you for your understanding.Kind 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 apologize for the trouble you have...

experienced trying to get in touch with [redacted] Massage.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

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. I responded to you a moment ago via email from [redacted]@groupon.com.Regarding your complaint about Winter Men's...

Thick Hooded Cotton Sweater Fur Coat - Green / XL, I am showing that the purchase has been refunded in full via the Groupon Stores merchant.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: Sorry for any inconvenience. I'm happy to...

help, but I'll need some more details first. The email address provided does not correlate with any Groupon account.If you are calling regarding someone's account for security purposes, we are unable to modify anyone else's account without their direct consent. We must contain that consent on each call verbally and this cannot be noted on an account for future reference. As long as the purchase was made in an account with your name on it I am more than happy to look into this issue.If you could you please provide as much of the following information as possible.(Please be sure to provide this information above the reply line in this email)• The last four digits of the credit card that was charged• The date of the charge • The cardholder name• The name of the business that was featured • The city from which it was purchased • The total price paid• Any other email addresses you may have usedOnce I have this, I'll be able to find your purchase and look into this issue. To expedite this process in the future, it's helpful if you include specific purchase details in your initial request.However, if the purchase is in another customer's account please have the purchaser of this Groupon log in using the email address associated with their Groupon at www.groupon.com/support. The sooner we hear from them, the better we can assist.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,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 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 Kristen,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: I understand that you were attempting...

to enter promotional code SAVE20 during the checkout process to determine the discount for the Harlem Globetrotters Greensboro Coliseum Piedmont Triad tickets.When entering a promotional code during the checkout process, you would need to enter the code and press the button that says "Apply," which is located next to the box where the code is entered. If the "enter" button is pressed instead of the word "apply," the order will proceed and confirm because your credit card information is already preset on the checkout page unless you choose to change it. Whenever using the "enter" button during any checkout process, the function is a form of proceeding to the next page, which is likely how your order was confirmed.The promotional code SAVE20, as with all of our other promotions offered, had exclusions and a maximum discount that would apply. The terms of this promotion are: "Valid on 1 Local unit per transaction; max 3 uses. Max $50 disc. per deal. Ends 1/28 Exclusions apply; see gr.pn/promofaq." The promotional code was not valid on this purchase because it was only valid on Local deals. These were tickets for a Groupon Live event, which was not part of this promotional offer.In addition, all of our promotional codes are valid on one unit per transaction. This means that for a total purchase of 5 tickets, assuming the promotional offer was valid on this purchase, the discount would have applied to one ticket in the transaction, for a discount amount of $12.80.While we understand this purchase was accidental, the tickets were listed as Final Sale at the time of purchase and we are unable to issue a refund.In addition, since we were notified that a dispute had been filed for this purchase, once a dispute is filed Groupon will no longer be able to assist with any refund discussion for the order in question. We recommend reaching back out to your financial institution directly to discuss a resolution.However, you are still welcome to redeem your Groupons with the merchant or give it to a friend if you're unable to use it yourself. You can find your available Groupons by signing into your account at http://www.groupon.com/mygroupons.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...⇄ you have any additional questions, please reply to me through the direct email from Groupon.Thank you for your understanding.Kind regards,Jen ManagerGroupon Customer Support

Hey Shan,Thank you for reaching out to us again through the Revdex.com.I've notified the manager originally assigned to your issue and they'll be following up shortly with another email.Thank you for your understanding.Regards,Andrew *.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, Ticket [redacted].If you have any additional questions, please...

reply to me there.Thank you for your understanding.Regards,[redacted]SupervisorGroupon Customer Support

Deadline: 07/15/2017Customer's email address: [redacted]@gmail.com[redacted]...

[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: EXPLANATION OF POLICY/ DEPT. PROCESSES / REASSIGNMENT INFO. / ETC.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 sorry to hear about your...

disappointing experience when working with our Groupon Stores. The item was sold by a third party merchant. We appreciate receiving feedback like yours, as we use it to review the deals we run on our site. We also address these kinds of issues with the business directly to ensure they don't happen again.However, since you are such an amazing customer, I am able to offer a one time exception in this case. I've just issued a $42.94 refund in Groupon Bucks to your account.While we are happy to make this exception for you today, please know that we will not be able to do so again in the future.I sincerely hope you find your next Groupon experience to be more enjoyable.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 Support

Complaint: [redacted]
I am rejecting this response because: the issue has not been resolved.  None of the criteria for resolution as listed in the original complaint have been met, or even attempted.  
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, 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 complaint: I apologize for the confusion with the [redacted] eGift Card [redacted] advertisement. We send special promotions to selected subscribers periodically, so please be aware that this particular offer has specific purchasing guidelines. This deal is only valid for accounts associated with the email address where the deal was sent. If you have more than one Groupon account, you'll have to make sure you're signed in with the email address at which you received this deal in order to get the discount. If you're logged in with another email account the discount will not apply.To learn more about our this type of offer, check out our FAQ on invitation-only deals: https://www.groupon.com/faq#faqs:content-551We appreciate your feedback in regards to this advertisement.For the trouble and inconvenience, I've just issued $10 in Groupon Bucks to your account. This credit is available for you to use immediately and will expire in 180 days.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 http://www.groupon.com/mygroupons.Thank you for your understanding.Please let me know if you need assistance with anything else by replying directly to this message.Regards,[redacted]SupervisorGroupon Customer Support"Regarding your rejection: We send special invitation-only promotions to selected subscribers from time to time, and as stated in the deal terms only those specific recipients are eligible to purchase. Although you didn't receive an invitation for this particular deal, we regularly feature promotional campaigns, so be sure to keep an eye on your inbox for other offers!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]@groupon.com via Ticket [redacted]. If you have any additional...

questions, please reply to me there.Regarding your complaint: For security purposes, please have the account holder reach out to us directly. Thank you for your understanding.Regards,[redacted]Supervisor