Groupon, Inc.

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 to the email address associated with your Groupon account...

from [redacted]@groupon.com via Ticket [redacted] .Regarding your complaint: I'm very sorry for any confusion. Your first transaction was in a pending state for several minutes. In this case, we were ultimately able to process your first order, but because you placed additional orders in the meantime and each transaction was successful, you ended up with two Groupons for this deal in your account.  Unfortunately, because you initially contacted us outside of the return window, I am not able to offer a refund in this case. However, because your request came only a few days outside the window,I would like to offer the opportunity to take advantage of Trade In. Exchange your Groupon, and you can purchase a brand new one.I’ve provided more specific instructions in my direct email to you. If you have any additional questions, please reply to me there.I'm again sorry for any inconvenience. Please let me know if you’d like to proceed with Trade In or if there is anything else I can help you with.Thank you for your understanding.Regards, [redacted]ManagerGroupon Customer Support

Complaint: [redacted]
I am rejecting this response because:this concert is over. The date has past. I never needed three tickets to this concert and once it continued to tell me it was taking a while to process I gave up. Your company charged me three times for tickets I never used. I think that is poor customer service.
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.Regarding your complaint:Sorry for any inconvenience. I wasn't able to find your purchase using this email address. Could you have used...

an account associated with another email address to make the purchase?I can definitely find any Groupons that you have been charged for; I'll just need a little more information. 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 the account you've used to purchase your Groupons and look into this issue.Thanks for your patience! I look forward to helping you further.Regards,[redacted]ManagerGroupon Customer Support

Hi [redacted]
 My name is [redacted] and I'm a manger with Groupon CS. I've read your previous tickets and all information in this complaint. I'm very sorry for any frustration with your merchant account. We've reached out with our Merchant Services department, and they confirm they were able to connect with you via phone today. Please reach out to Merchant Services for all issues in the future. Thank you for your understanding, [redacted]ManagerGroupon CS

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...

Merchant support 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 support Manager will be using to further discuss your issue.Thank you for your understanding.Regards, [redacted]ManagerGroupon Customer Support

Initial Business Response /* (1000, 5, 2015/04/22) */
Contact Name and Title:[redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@groupon.com
Hi [redacted],
I am very sorry for the inconvenience.
I just checked the tracking information for this order and it looks like it was...

already delivered. I'm happy to help you with returning your item.
You can create a return label yourself by heading to your My Groupons page at www.groupon.com/mygroupons from your computer (returns aren't available on the mobile app just yet). Once you find the purchase to return, click "View Details" and then "Return Package," found directly above the "Track Purchase" button. Since the item is eligible for a return, you can follow the on-screen instructions to fill in your details and print a return label.
After the return is received and scanned by the shipping provider, we'll issue a refund to your original method of payment within 2-3 weeks (but this generally happens sooner than that) and send you a confirmation email to let you know it's been processed. Please keep in mind that it can take up to 10 business days for the refund to appear on your statement once it's been issued. You can keep an eye on the progress of the return using the tracking number you receive when you request it. (Like initiating a return, you can only track a return using a computer.)
Sometimes customers accidentally make purchases using the Groupon mobile app on their phone. If you have a smartphone and use our mobile app, this may be what happened.
For future reference, you can make changes to your purchase for a limited time after placing your order when accessing your My Groupons page through a browser. From a computer, click "View Details" next to the order you'd like to change. If you see "Edit order" on the left-hand side of the page, just click that link to cancel your order. Specifically, Groupon Goods orders can only be canceled within 2 hours of purchase, I'm sorry we can't offer more options.
If you have any questions or need any more help with this, just let me know!
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 apologize for any frustration, and for all the back and forth.I responded to you a moment ago via email from...

[redacted]@groupon.com.Regarding your complaint: Our Stores Support team has looked into this issue and a full refund was processed to your original form of payment and this Groupon has been removed from your account. Please allow up to 10 business days for this to be reflected on your statement.I’ve provided this information in my direct email to you. If you have any additional questions, please reply to me there.Regards,[redacted]SupervisorGroupon Customer Support

Complaint: [redacted]
I am rejecting this response because:I AM WILLING AND INTERESTED TO RESOLVE THIS ISSUE AT THE EARLIEST. I HAVE BEEN A CONSTANT CUSTOMER OF GROUPON...KEEP UP THE GOOD WORK.SOMETIMES ISSUES COME UP.  SO HERETOFORE, LET US RESOLVE TO AGREE.
Sincerely,
N [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:"Hi [redacted],Sorry for any trouble. It appears that you have made the purchase using mobile app. Sometimes customers accidentally make purchases using the Groupon mobile app on their phone. If you have a smartphone and use our mobile app, this may be what happened.Unfortunately, this Groupon is final sale, so I am not able to issue a refund. This information is listed in the Fine Print, which can be found on the page where you originally purchased this deal and on the Groupon itself.Thanks so much for your understanding.Regards,[redacted] P.ManagerGroupon Customer Support"To clarify: The two purchases were made several minutes apart, and for different quantities. This is not a duplicate purchase that was processed by Groupon, but rather two purchases made by the consumer. As this deal was clearly stated Final Sale upon purchase, we cannot issue you 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]@groupon.com.Regarding your complaint: unfortunately all of the vouchers in...

question are non-refundable at this point. However, you did have one voucher (Farfetched Playcare & Grooming) which is an exception to this since we've confirmed the business has closed. Given the closure and your account remaining deactivated, we've cancelled the order back to your original form of payment. You should see the credit anytime within the next 10 business days.We'll be emailing your remaining unused vouchers directly to you in a separate email as soon as they've been compiled. If you have any additional questions, please reply to me there.Thank you for your understanding.Regards,
[redacted]ManagerGroupon Customer [redacted]

Previous correspondence wit* customer:
*i [redacted],
No problem. I just issued a full refund for t*e one t*at t*e *otel agreed to allow us to do t*e full refund on back to t*e credit card you used for t*is purc*ase instead. Please allow up to 10 business days for t*is to be reflected on your...

statement. I *ave sent t*e ot*er two refunds to refund processing so t*at I can get manual credit card refunds issued since t*ey are only partial.
Once again, I'm really sorry your stay was a disappointment. We take all feedback seriously and t*ank you for s*aring your experience. It's very *elpful to *ave information like t*is as we review t*e deals we offer and t*e businesses we work wit*.
In t*is case, t*e portion of your purc*ase t*at *as been credited back to you is t*e most we can offer. We are unable to provide furt*er refunds.
T*ank you for your understanding.
Regards,
Step*anie *.
Groupon Customer Support
*i [redacted],
T*ank you for your patience. Bot* partial refunds *ave been issued back to t*e credit card used for purc*ase. One was in t*e amount of $115.39 and one in t*e amount of $105.88. Please allow 7-10 days for t*ese to reflect on your statement.
Let me know if you need anyt*ing else.
Regards,
Step*anie
Groupon Getaways

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'm so sorry that you've had such a difficult time using your Groupon and reaching the merchant.  This is never the experience that we want you to have.  One of our other managers did send a response to you via support ticket [redacted] on November 17th, however I've gone ahead and taken some additional steps as well.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

Thank you for reaching out to us through the Revdex.com. I have reviewed your most recent comment and all internal Groupon correspondence.Regarding the location purchased for this event, it looks like Hialeah, FL was the only location purchasable for this deal, so it's possible you had accidentally navigated to the wrong purchase page when searching deals.According to the Fine Print for this deal it is only refundable on the day of the purchase. However, I can see that one of the emails you sent to us the day of the purchase requested a refund, ticket #[redacted].  Because you made this request within that time frame we're able to accommodate your request and process a refund for this purchase.I 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 apologize for any trouble this has caused. Please feel free to let us know if there's anything else we can do.Regards, [redacted]ManagerGroupon Customer Support

Complaint: [redacted]
I am rejecting this response because:Groupon uses technology (or the excuse of the technology not being updated in a timely manner, which is unbelievable in this day and age of technology) to repeatedly apologize for their poor business practices.  Even after I submitted this initial complaint and several customer service reps replied to say "yes" the tickets are available and in that same 5 minutes, my money was refunded immediately after the purchase?  Then a lot of apologies and excuses as to why I can't attend a concert.  The level of customer service was so poor as many of the reps are using canned responses, that are cut and pasted into email replies.  Is that the customer service level that Groupon stands behind? Even [redacted] last reply to this thread was very condescending and also full of excuses, such as only one ticket was available individually at the venue (possibly, not confirmed) so the transaction was cancelled since I wanted 2 tickets (?)  Again, [redacted] was making up excuses and reasons as to why my purchase would not go through.  If the deal is still up on their website, it makes no sense why my tickets couldn't be purchased manually (like so many companies have the capabilities to do so), rather than offer complete hollow apologies and take no action.  This correspondence has been going on for weeks, most of the time, the deal has been up.  I think I am entitled to either the concert tickets that I had hoped to purchase for $30 apiece or an equivalent credit on Groupon or a guarantee that my purchase will go through the next time I attempt to buy a deal.   
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 multiple chats and emails from the first week of April. I responded to you a moment ago via email...

from [redacted]@groupon.com, and please reply to that ticket with any further inquiries.Regarding your complaint: I'm terribly sorry for any frustration, but I believe that there was some confusion with the deal you purchased. You state that you're under the impression that these passes are "first come, first serve" and that you won't be guaranteed tickets.To clarify, you are most certainly guaranteed tickets to this event. You purchased 3 tickets, and the description of those tickets is [redacted] Sec. 60, 61 and 62 (Rows 3 or Higher)". While there may not be specific seats assigned, there is a finite amount of tickets allowed to be sold for any particular event, and we don't oversell them. You do have 3 tickets for these events, but exact seats won't be determined in advance. However, they will be in the sections listed above.I apologize for our [redacted] team not clarifying this earlier. While it is true that we cannot refund this order past the day of purchase, you are guaranteed seats and entry to this event. I hope this clears up and confusion or miscommunication.I’ve provided more specific instructions in my direct email to you. If you have any additional questions, please reply to me there and not through Revdex.com, as I will be able to personally answer you directly.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] The response indicated that [redacted] sent an explanation in an email. I did not receive such an email; however, I did receive an email from [redacted] saying "Your Refund Has Been Processed," which is a satisfactory resolution.
Sincerely,
[redacted]

Hello Johnny,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 have notified a Groupon Stores...

specialist who is reviewing your request.Thank you for your patience – they will be in touch soon!. If you have any additional questions, please reply to me there.Thank you again for your understanding.Regards,Revathi *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 so sorry for any inconvenience. I'm...

happy to help, but I'll need some more details first to locate the Groupon 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

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 for the three duplicate ticket purchases and have removed these Groupons 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

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]