Groupon, Inc.

Initial Business Response /* (1000, 7, 2015/07/07) */
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...

sorry for the trouble.
On the original screen where you made this purchase, we included a section called "The Fine Print" below the description of the property. This section will always include all conditions you should know before making your purchase. It was in this section that we listed the following in regards to cancellation:
"Reservation is non-refundable once booking is completed."
Since this policy was included in the deal's Fine Print at the time of your purchase, I am not able to cancel this reservation and issue a refund. I'm sorry that we can't help you with this request.
Please let me know if you have any other questions or if there is anything else I can do to help.
Regards,
[redacted] M
Manager
Groupon Customer Support

Hi [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'm personally addressing your issue today and I'll update you via email with my progress.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. I responded to you a moment ago via email from [redacted]@groupon.com.Regarding your complaint: Since this is a Groupon Stores...

Merchant, all return labels have to come from the merchant. If they do not respond to your request in 48 business hours, we are able to look further in to this issue. As an apology for the delay, we have provided $10 in Groupon Bucks.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

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.  I accepted the refund and will not use or accept the Groupon bucks as I plan to no longer be a customer of Groupon.
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: It looks like this has already been...

taken care of and we have issued $16.25 in Groupon Bucks to 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 SupportIt looks like this has already been taken care of and we have issued $16.25 in Groupon Bucks to your account.It looks like this has already been taken care of and we have issued $16.25 in Groupon Bucks to your account.It looks like this has already been taken care of and we have issued $16.25 in Groupon Bucks to your account.It looks like this has already been taken care of and we have issued $16.25 in Groupon Bucks to your account.

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]I'm sorry for any confusion.These purchases were held for additional processing at the time you made both attempts. One attempt succeeded and one failed 18 minutes after your attempts. When a purchase fails to process or succeeds we notify you via email of it's status. On some occasions purchases can take time to process as was the case here.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.If you'd like to take another look at any of the details for this deal, you can find them by going to http://www.groupon.com/mygroupons and clicking on View Details beside the deal. Or, pull up the mobile app and go to My Groupons. Once you're there, just click on the deal, scroll down, and the Fine Print will be located below the map.If you have any additional questions, please let me know.Regards,[redacted]ManagerGroupon Customer Support"Regarding your rejection: We were recently notified by your financial institution that a dispute had been issued against a purchase you made—specifically, your Groupon for Lana Del Rey tickets. We recommend reaching back out to your financial institution directly to discuss a resolution.You are still welcome to redeem your Groupon 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.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,Karman KManagerGroupon Customer SupportTell us why here...

Hi [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'm personally addressing your issue today and I'll update you via email with my progress.Thank you for your...

understanding.Regards, [redacted]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 apologize for any confusion or misunderstanding of the deal page...

information. The deal page where this order was originally purchased, https://www.groupon.com/deals/ga-pacific-holidays-dubai-maldives-3, contained an "Optional Tours & Upgrades" section. This section cited optional tours offered directly through the tour operator and cited the upgrade which was offered as an add-on to the bundle purchased through Groupon. The optional tours were not part of any add-ons through Groupons and merely cited to inform customers of optional tours they could obtain from the tour operator. The upgrade offered as an add-on was only for the Upgrade to an over-water villa in Maldives. The optional tours and the upgrade were not considered 1 whole add-on. On the drop down menu where customers selected the deal option desired, there was the option to select this trip with or without the upgrade; there was no option to choose any of the optional tours since they were not being offered through Groupon directly. As such the deal option that you purchased only included the upgrade: Option 40: New York (JFK): Depart on 5/7, 5/14, or 5/21/18 with upgrade. I see that a previous representative did relay misinformation on Groupon's end; to help make up for the confusion and misinformation, I've issued $250.00 in Groupon Bucks to your Groupon 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. For security purposes, we are unable to modify/address anyone else's account without their direct consent. Please have the alternate purchaser cited in your Revdex.com complaint, log in using the email address associated with their Groupon at www.groupon.com/support. They can send a request with the subject line "ATTN Heather H"; once their contact is brought to my attention, I can address accordingly. 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] 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 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: Groupon’s refund policy information is DECEPTIVELY buried in the FAQ instead of its terms of use or fine print. They don't care about customers but just the revenue.  Case in point.  Submitted response to Revdex.com Chicago via online April 4, 2017 and now at 4:55pm CT April 21, 2017.  Response took 17 days to have a manager repeat their vague/hard to find 3 calendar day refund policy.  Most businesses care about the customer experience and respond within a reasonable amount of time. Additionally, coupons never activated by business and owner concurred with refund through Groupon.  Could not refund $110.  GREEDY Groupon! If you as a past or future customer are reading this; go and find another website who cares about resolving customer issues.  Again, I will restate as I stated originally there is no 3 calendar day refund policy in the fine print in checkout or receipt BUT...BUT ONLY buried in the FAQ.  Social media and word of mouth are very influential tools and the more you conduct your business in this manner the more losses you will incur over the years.  This is my second and last time using Groupon. GROUPON generates revenue from those businesses/companies who want more traffic/revenue and haven't been successful or very profitable on their own.  Common sense will tell you that.  If a business is profitable/successful and has many customers why use Groupon.  I'm sure business have to pay to promote for more customers.  There is no FREE promotions? You decide.  If future customers have a problem with transactions just go through your credit card company like I did and get a resolution.  A Groupon manager did send me a separate email indicating they would not refund.  I received my full credit through [redacted].   You have some work to do Groupon if you want to keep your customer base.
Sincerely,
[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. Although Groupon had refused to issue a refund multiple times at the time I filed my complaint with you, they issued a refund shortly afterward. I actually thought it was in response to a contact by you since the email advising me of the refund came a few days after I filed with you. This also resolves my 2nd complaint against the vendor, Wise Wash. Thank you very much for your help.
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 see that you already received a resolution on January 14, 2017.Regarding your complaint: my colleague [redacted] has already reached out to you regarding this issue in ticket [redacted]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: Refund requestPlease contact the financial...

institution that you contested these charges with. Your account has been deactivated for violating our terms of service.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: I've processed a full refund for 1...

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 Support

Complaint: [redacted]
I am rejecting this response because: They basically sent the same message again. Nothing has changed. I demand a full refund, no exceptions. This is an outrage, the complete lack of responsibility on Groupon's part is very alarming.
Sincerely,
[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]Thank you for reaching out to us through the Revdex.com. I have reviewed your most recent comment and all internal Groupon correspondence.I'm personally addressing your issue today and I'll update you via email with my progress.Thank you for your understanding.Regards,[redacted]...

**ManagerGroupon Customer Support

Initial Business Response /* (1000, 5, 2015/06/01) */
Hi [redacted],
Sorry for the trouble you've had with this Groupon.
To make this right, we're issuing you $49 in Groupon Bucks. 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 www.groupon.com/mygroupons.
Regards,
[redacted] H
Manager
Groupon Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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]

Hello Caila,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]’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,Badri *ManagerGroupon Customer Support