Rochester Light and Learning Wellness Center

[redacted] purchased 2 Groupon vouchers from My Merchant offer through Groupon on July 23rd 2017 each for an hour reading service. [redacted] booked her 2 appointments on my website scheduler. unknown to me,There was a booking error on my website. When [redacted] and her mom as well as her aunt arrived at... my office on July 28th I couldn't accommodate [redacted] and her moms appointment's due to the scheduling error. I felt horrified that this had happened. I apologized for the Inconvenience and offered [redacted] a phone reading due to my mistake because she lives out of state. I also offered her, as well as her mother an extra half hour reading free of charge and explained that they could use the half hour at a different time. I rescheduled ***'s mothers appointment for Friday August 18th which was the soonest she was available. [redacted] didn't reschedule that day. I called her the next day to reschedule and left a message on her voice mail. I heard back when I received an email from her telling me that she was giving her voucher to her sister [redacted] . I agreed to give the voucher to her sister in an effort to eradicate the situation. I called her sister a handful of times leaving voicemails each time (I have included copies of the phone records) we played phone tag with a couple of the calls. As the days went by I continued to try to call and left several voice mails with [redacted] not hearing back from her at this point.during this time I was still receiving emails from [redacted] stating that her sister had not heard from me. I responded to the emails and was confused because I had called her sister several times with no response from [redacted] . Several days went by with me trying to make connect with [redacted] with no response as well as exchanging several emails back and forth as I wanted to make this right. This upset [redacted] and [redacted] stated in her emails how she wanted her money back because her sister had not heard from me. (I will also include copies of the emails exchanged back and forth with ***) trying and making every effort in fixing this. I explained to [redacted] she had to contact Groupon for a refund. Groupon handles all monetary exchanges as the purchase of the voucher was through them. When she called them they only offered her credit towards another Groupon purchase in the future, this is Groupons policy. She refused this offer. They also suggested that she ask for a refund from me. As a merchant I can choose to do this. OR...... what I Did not realize (due to this being the first time dealing with a customer wanting a refund) until I called groupon myself to find out more. A Groupon Representative explained that their policy states that I (the merchant) would have to request a refund be given to ***. And they would refund her. I did so. Included in this email you can clearly see [redacted] received a refund from Groupon. She is wanting a refund from me as well for both the vouchers, I don't understand why [redacted] would want a refund from me because She's already received her refund through groupon cuz I made every attempt to fix thisAs far as giving her mother a refund for her service? As you can see as well in this email below ***'s other voucher she purchased was used by her mother on Aug. 18th 2017 and is clearly marked as redeemed. (this is directly from the my voucher list on the Groupon merchant support web site) I gave her a service that she seemed very pleased with.As far as the 30min. free reading that I offered And [redacted] is requesting her money back for ?(from her mothers reading That her mother did receive from me?) that was to be used as a service to be given at another time and I stated this to [redacted] when I first offered this to her. I have never in my 20 years of service given a 90 minute reading its not a service I offer.Clearly [redacted] has been refunded and her mother received a service from me and redeemed her voucher.I feel I made every effort on my part to make this right and make sure [redacted] received her refund from Group on because I felt awful. I don't feel it fair that I would have refund [redacted] as well. Thank you for taking the time to give me the opportunity to share my side.and let me know if there is anything else you would need or that I didn't include.

[redacted] purchased 2 Groupon vouchers from My Merchant offer through Groupon on July 23rd 2017 each for an hour reading service. [redacted] booked her 2 appointments on my website scheduler. unknown to me,There was a booking error on my website. When [redacted] and her mom as well as her aunt arrived at...

my office on July 28th I couldn't accommodate [redacted] and her moms appointment's due to the scheduling error. I felt horrified that this had happened. I apologized for the Inconvenience and offered [redacted] a phone reading due to my mistake because she lives out of state. I also offered her, as well as her mother an extra half hour reading free of charge and explained that they could use the half hour at a different time. I rescheduled [redacted]'s mothers appointment for Friday August 18th which was the soonest she was available. [redacted] didn't reschedule that day. I called her the next day to reschedule and left a message on her voice mail. I heard back  when I  received an email from her telling me that she was giving her voucher to her sister [redacted]. I agreed to give the voucher to her sister in an effort to eradicate the situation. I called her sister a handful of times leaving voicemails each time (I have included copies of the phone records) we played phone tag with a couple of the calls. As the days went by I continued to try to call and left several voice mails with [redacted] not hearing back from her at this point.during this time I was still receiving emails from [redacted] stating that her sister had not heard from me. I responded to the emails and was confused because I had called her sister several times with no response from [redacted]. Several days went by with me trying to make connect with [redacted] with no response as well as exchanging several emails back and forth as I wanted to make this right. This upset [redacted] and [redacted] stated in her emails how she wanted her money back because her sister had not heard from me. (I will also include copies of the emails exchanged back and forth with [redacted]) trying and making every effort in fixing this. I explained to [redacted] she had to contact Groupon for a refund. Groupon handles all monetary exchanges as the purchase of the voucher was  through them. When she called them they only offered her credit towards another Groupon purchase in the future, this is Groupons policy. She refused this offer. They also suggested that she ask for a refund from me. As a merchant I can choose to do this. OR......  what I Did not realize (due to this being the first time dealing with a customer wanting a refund) until I called groupon myself to find out more. A Groupon Representative explained that their policy states that I (the merchant) would have to request a refund be given to [redacted]. And they would refund her. I did so. Included in this email you can clearly see  [redacted] received a refund from Groupon. She is wanting a refund from me as well for both the vouchers, I don't understand why [redacted] would want a refund from me because She's already received her refund through groupon cuz I made every attempt to fix thisAs far as giving her mother a refund for her service? As you can see as well in this email below [redacted]'s other voucher she purchased was used by her mother on Aug. 18th 2017 and is clearly marked as redeemed. (this is directly from the my voucher list on the Groupon merchant support web site) I gave her a service that she seemed very pleased with.As far as the 30min. free reading that I offered And [redacted] is requesting her money back for ?(from her mothers reading That her mother did receive from me?) that was to be used as a service to be given at another time and I stated this to [redacted] when I first offered this to her. I have never in my 20 years of service given a 90 minute reading its not a service I offer.Clearly [redacted] has been refunded and her mother received a service from me and redeemed her voucher.I feel I made every effort on my part to make this right and make sure [redacted] received her refund from Group on because I felt awful. I don't feel it fair that I would have  refund [redacted] as well. Thank you for taking the time to give me the opportunity to share my side.and let me know if there is anything else you would need or that I didn't include.