Groupon, Inc.

I understand that groupon is using the premise that my "trade in bucks" were used but the only reason I used these is because it was clear from groupon that I only had 24 hrs to use this and would lose the value that would revert back to my original groupon for the business that refused to honor the amount paid as stated on the groupon and website. I even had to add another $60 to use my "trade in bucks" to settle on purchasing a different groupon. I still have this groupon unused and would be happy to return it for a full refund.At the end of the day this complaint is based on principle as I attempted to honor my end of the purchase and use the original amount paid for the expired groupon at the business as stated in the purchase from groupon and the website. The business did not honor this and I had to pay $70 I did not anticipate spending because of this. Then I contacted groupon whose first several responses was essentially "too bad, there's nothing we can do." Then finally I asked this to be escalated and after several emails, attempts from groupon to the business, they finally agree to give me the money I spent on the groupon as "trade-in bucks" only finding out I have only 24hrs to use them or they expire. This process after initially contacting groupon took over a month, numerous emails, jumping through hoops, etc to even get semblance of a response. I have emails backing all of the correspondence and was stonewalled when I asked to speak with someone from the US office. This is not OK!!! Complaint: [redacted]
I am rejecting this response because:
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 the reply sent by my colleague [redacted] on January 31.  Regarding your complaint: as stated by [redacted], we have apologized for any trouble with this order, sent all certifications for the products requested, and offered $70 in Groupon Bucks for the inconvenience of not receiving the gift box.As stated in ticket [redacted]"I see that we sent the correct certificate to you in the email on: Dec 21st, 2016. Please use that certificate.The deal page states the Total carat weight: 1.06 CTTW, which includes the middle diamond and the 2 smaller ones to the side.I also understand that you have not got one of the gift boxes. I cannot provide you an additional box but I can offer you Groupon credit of $70.00. These Groupon Bucks are available for immediate use in your Groupon account.Let me know, if you accept this, so that I could go ahead and add the Groupon bucks to your account."While you did not reply to that thread, I will issue the $70 in Groupon Bucks today.  Groupon Bucks automatically apply toward your future orders until the full value is spent, and any unused portion of this amount will expire within 180 days.Please note: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].Regarding your complaint, I apologize that your Groupon Stores order...

from Wristwatchery was not entirely as described in the deal, and hope that the seller is able to rectify the situation.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:For your concern with Groupon Getaways. I'm...

sending your information along to a customer support representative on our Getaways team, they will be in touch soon.For the concern with your goods purchase, I wasn't able to tell from your email which Groupon you're referring to. If you let me know the name of the deal that you purchased, I can certainly look into this 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, unfortunately we will not be able to...

issue a refund because your voucher is final sale.This information is listed in the Fine Print, which can be found on your voucher and the page where you originally purchased this deal, http://www.groupon.com/deals/local-flavor-randazzos-family-restaurant-11Our Account Specialists have already confirmed to you that the iphone device which was used for these purchases, is the same device which was used from your end earlier also to do some purchases.If you're unable to use your Groupon, a friend or family member can use it instead (unless the Fine Print indicates otherwise)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]

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: We received notice from [redacted] that...

this transaction has been disputed. We have to allow this process to complete.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 very sorry this frustrating...

situation. I do see that on June 30th, a full refund was issued to your credit card. Please allow up to 10 business days for this to fully reflect on your statement.Again, I'm sorry for any inconvenience this has caused.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 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 Andrew,Thank you for your reply. I have received a email from Megan but I dont see the resolution in that email. Megan has offered $20 Groupon bucks as an apology and compensation." I'd be happy to issue $20 Groupon Bucks to your account as an apology for the inconvenience."Do you want me to accept the response in Revdex.com just for the followup email and $20 Groupon bucks?Please advise.Thank you.[redacted]  Complaint: 11082084
I am rejecting this response because:
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: it looks like the order in question was...

credited back to your Groupon Bucks account (without return) on 10/7/2017. Given you're a great customer with us though, we've also put an additional $10 into your Groupon Bucks account as a gesture of goodwill (which is available for the next 180 days). You can check your Groupon Bucks balance through groupon.com/mybucks.I’ve provided more specific information 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hi [redacted]I responded to you in the Revdex.com portal earlier today.I'm going to loop in a Getaways specialist to review your case for further consideration.Please stay tuned for an update via email.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]@groupon.com. 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. Please let me know if there is anything else I can do for you. Thank you for your understanding. 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.Regarding your complaint: We've already issued a full refund for the order in the form of Groupon Bucks. This credit will be...

available for you to use shortly, and you'll receive an email as soon as it has processed.I’ve also emailed you directly from [redacted]@groupon.com via Ticket [redacted] please reply to me there if you have any further questions.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, including your thread with my colleague [redacted] in ticket [redacted]. In ticket [redacted], [redacted] stated:"Regarding your complaint: I am so sorry for the experience you've had. We'd be happy to assist, but we need you to confirm some information first regarding the Hydrafacial service provided. Can you please clarify what steps from this site: http://cosmedlaserspa.com/services/hydrofacial.htm you were provided? Can you please let me know what steps you were refused? Could you also please confirm that you were refused those steps because you were a Groupon customer?"In subsequent follow-ups, [redacted] stated:"Thank you so much for the additional information, and I'm so sorry for any inconvenience. In this case, our only option would be to have our Scheduling Team reach out to the merchant to investigate the situation and help you redeem your Groupon for the full Hydrafacial process, as there are no limitations listed on the deal page or fine print that would suggest that you should receive a limited process."and:"I completely understand you feeling that way, and again, I'm very sorry for the inconvenience. Unfortunately, since this Groupon is outside of our 3 day cancellation window and has been redeemed, our only option at this point is to have our Scheduling Team reach out to the merchant directly and investigate. Please let me know if you'd like to move forward and I'd be happy to have them reach out and find out what's going on."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 really sorry for any trouble this has...

caused. I've just issued you a full refund back to your payment card for $29. 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

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 any confusion with...

your request, but it appears this issue has already been resolved. Your Laser Sculpture purchase was refunded on September 25, 2017 in the amount of $304. Please allow up to 10 business days for this refund to fully reflect on 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 SupportTell 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: No problem. I just issued a full refund back to the credit card you used for this purchase instead. 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]I apologize for any inconvenience and thank you very much for taking the time to share your experience with us. I'll make sure that your feedback is communicated to the right people who can address your concerns directly with the business.I want to assure you that we review the companies we feature by checking places such as Rip Off Report and the Revdex.com for any negative ratings. We also check Yelp, CitySearch, and local media for user and editorial reviews as well as [redacted] and other social media sites. While recently posted negative reviews may not have an immediate impact on already scheduled deals, they are taken into account when we decide which merchants to work with in the future. We do our best to feature businesses that see Groupon as an opportunity to gain loyal customers as well as advertise their services, and I'm so sorry that you feel let down by this particular business.If we hear about a negative experience, we always try to resolve the issue directly with the business. If we are unable to resolve the issue, we notify our customers and take any actions necessary to ensure our customers' satisfaction.We are currently working with this business to resolve the issue you encountered so that other customers do not have the same problem.We stand by all of the businesses we feature and the deals we offer, but if you ever have a bad experience with the service you receive when using your Groupon, we'll be more than happy to work with you toward satisfaction. If you haven't already, and feel it's necessary, you can also provide your feedback on ratings sites like Yelp or Citysearch.Again, I'm sorry for any trouble or frustration, and we truly appreciate your feedback. Please let me know if there's anything else I can do to help.Regards,[redacted]ManagerGroupon Customer Support