Groupon, Inc.

Complaint: [redacted]
I am rejecting this response because: Poor customer service and poor refund options. Groupon's response does not resolve their customer service issues. First, I ordered approx $109 worth of product on Dec 3rd. Groupon claims that the package was processed and delivered from Illinois to Indianapolis on Dec 5th. That would mean that the package was processed and delivered in 2 days. I know that they did not deliver the item in 2 days as it was not processed as 2 day delivery mail service. Second, when I attempted to advise Groupon that the package was not delivered, I noticed they do not provide a telephone number to contact Groupon and they do not have any clear way on their website to inform Groupon that the package did not arrive or that the package is lost. One would think that on the listing of orders made, one choice for the consumer should be to report a lost or not received item. They have what they call a chat line, which is extremely hard to locate. However, the "chat" is not a live chat, but instead it is an email message that the consumer sends to Groupon. Groupon did not call me back for any clarity or discussion. Instead, Groupon wrote me an email indicating that my package was on the way (which was false) and that I could check the tracking to see an update. The tracking still showed the package as delivered, which demonstrates that the customer service rep did not even read my inquiry. The response was useless and did not at all address my problem that the package was not received and that the timing of the package being allegedly delivered in two days was suspect. Groupon gave no indication that it contacted UPS to question the two day alleged delivery or the whereabouts of the package. The refund of Groupon credit should have been a refund to my credit card. When I made a follow up call, I was advised that the Groupon credit was my only choice for refund. I was highly disappointed and quickly made a purchase that I did not intent to make, merely to get the value of my money back. This company has not satisfied me and needs to fix its customer service practices with easy to find tabs to report a loss package and telephone and/or actual live chat for communications for customers service, accurate update and investigations with the mail carrier, and credit card refunds.
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: our apologies for any confusion on how to...

reach out to the third party merchant in regards to your purchase. Here's how you can get in touch with them to request a return label:-Sign into your account at www.groupon.com/mygroupons-Next to your Groupon, click View Details, which will take you to the Groupon Stores customer sign-in-Sign in with the email address and password you use for Groupon, then click Contact Merchant to create a ticketI’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 [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: The Groupon Bucks issued earlier have been...

removed from your account and the entire $25 has been refunded back to the card you used for this purchase. Please allow up to 10 business days for this to be reflected on your statement.I hope this helps take care of things for you, but feel free to let me know if you have any more questionsI’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 Jodi,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: Returned Product Refund InquiryI’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,Kelsey RManagerGroupon 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 [email protected] your complaint: I’ve looped in a manager who works on the...

Merchant Escalations Team and they’ll be in touch shortly.I’ve provided more information in the direct email to you. If you have any additional questions, please reply there. That’s the thread that the Merchant Escalations Manager will be using to further discuss your issue.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 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.The email is in regards to your complaint about you not having...

received a refund for your Groupon Voucher that was valid at [redacted] Encino One Month of Unlimited Pilates Classes.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 about your purchase for Latisse 5ml...

Kit: 10 Weeks. We are able to issue an exception refund for this issue to your original method of payment.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 [redacted]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: I've just issued you a refund in...

Groupon bucks and removed this Groupon from your account. The bucks can be found shortly in your account. Thus kindly check your account to confirm on the refund. The same can be used towards any purchase in our website.We completely apologize for this situation and sorry for the trouble.Regards,[redacted]ManagerGroupon Customer Support

Contact Name and Title: [redacted] Manager
Contact Phone: [redacted]
Contact Email: [redacted]
Hi Linda,
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 additional bookings as an exception. 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.
Regards,
[redacted]
Manager
Groupon Customer Support

Complaint: [redacted]
I am rejecting this response because: They are treating this as a return merchandise for store credit. (groupon bucks) I never received the product I purchased. Under the law if you do not receive your product or service that you paid for, then you are entitled to a prompt and full refund. Also if money isn't promptly returned, I am entitled to compensation for my efforts to receive payment. Including: legal fees, court costs, and my time spent collecting. A judge will determine what is fair compensation. I am a well paid professional. My time will be the majority of the compensation.
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'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.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], Thanks for reaching out to us through Revdex.com.  I have reviewed your correspondence with our representative and I apologize for any confusion.I am sorry if there was delay from our side, however we  would like to confirm that we just have  2 hours window for...

any changes to be updated for goods as we have to meet our deadline of delivery and the data need to be shared to merchant to proceed further, however I take this as feedback and we will ensure if we can work out some alternative for customer's, who face issue like you had faced. Management will take some additional measures to avoid such  discomfort  faced by the customer.I take this opportunity to thank you to bring this to our notice, I also would like to appreciate and thank you for your patience and look forward to serving you in your next purchase.Hope this clarifies. Please feel free to ask, if you have any other concerns.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]. I responded to you a moment ago via email from [redacted]@groupon.com.In ticket [redacted], it was stated:"I apologize for the troubling incident your child experienced while redeeming your Groupon with [redacted] Gymnastic Academy.We're always working to make sure every deal is unique, fun, and a great value. I sincerely apologize that we haven't delivered. Unfortunately, this Groupon is non-refundable. Please be aware that due to our return policy for Local deals, we can only offer refunds for unredeemed vouchers within three days of purchase.However, your feedback is appreciated and will help us to determine the types of deals we run in the future. We also address these kinds of issues with the business directly to ensure they don't happen again.For the inconvenience you have been issued $25.00 in Groupon Bucks. The credit is active now and wont expire until 3/25/18 ($10.00) and 3/31/18 ($15.00)."Regarding your complaint: While I absolutely understand your frustration and apologize for the troubling experience, we are unable to issue a refund for vouchers marked as redeemed for services rendered. Please note that the merchant is solely responsible to purchasers for the care and quality of the advertised goods and services. Due to this, [redacted] went ahead and issued you a partial credit as a personal apology for the trouble.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 [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 that you were unable to access your account...

to purchase the 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 SupportTell us why here...

Hello [redacted]  Thank you for reaching out and I apologize for any trouble with this purchase. Unfortunately, I was unable to locate your order with the information provided in this request. It appears your purchasing account is not under the [redacted] email address provided. I would...

recommend reaching out to our Customer Service department at support@[redacted] or by calling [redacted] (7 days a week from 8 AM - 7 PM CST).When calling, please provide the email address that is used for your Groupon account or the Groupon number so that we may locate this purchase. If we are unable to resolve this issue, or you are no longer interested in waiting for a resolution, please let us know and we will make sure to take care of you ASAP. Thank you again for your patience and let us know if we can be of further assistance.

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] via Ticket #[redacted]Regarding your complaint: It looks...

like a full refund of $39.00 was issued back to your original form of payment on June 8, and one of our representatives, Tasha J reached out to you via email. I’ve provided more specific details 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 Support

Initial Business Response /* (1000, 6, 2015/07/28) */
Contact Name and Title:[redacted] Manager
Contact Phone: [redacted]
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...

really sorry for the trouble.
Unfortunately, the Fine Print for this deal states "No-shows will be charged total Groupon rate" and "No refunds will be processed by Groupon after check-in."
We included this information in the "Fine Print & Details" tab on the original screen where you made this purchase, www.groupon.com/deals/ga-bk-residence-inn-by-marriott-dallas-park-central-7.
Because of these restrictions were included at the time of your purchase, we are unable to issue a refund.
I'm sorry again for the trouble, and please let us know if you have questions about any other Groupons.
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.I responded to you a moment ago via email from [redacted].Regarding your complaint: I’ve looped in a manager who works on...

the Resolutions Team and they’ll be in touch shortly.I’ve provided more information in the direct email to you (Ref. [redacted]). If you have any additional questions, please reply there. That’s the thread that the Resolutions Team Manager will be using to further discuss your issue.Thank you for your understanding.Regards,[redacted]ManagerGroupon Customer Support

I will be sending the whole order back once I receive the return labels. The order needed to corrected. I wanted what I ordered and not someones mistake. This process has not been customer friendly. I like the site but this puts any future possibilities at risk.Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]