Groupon, Inc.

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'm sorry for any trouble. Unfortunately, I am unable to find an account associated with the personal information you've...

provided. Is it possible you use another email address for your Groupon account?
We want to resolve this for you as soon as possible, but we'll need more information to location the account where the purchases were made if the email for the account is unknown.
Would you please provide the following details regarding the charges in question:
The name on the card that was charged
The type of card (Visa, MC, AmEx, etc.)
The last 4 digits of the card
The expiration date on card
The amount of the charge(s)
The date of charge(s)
The billing address associated with the card
The name associated with the charge(s), as it appears on your statement (e.g. "Groupon Inc." or "Groupon Palo Alto")
You can send your reply to us directly at [redacted]@groupon.com. You can also call us 7 days a week from 8:00am-7:00pm CST at XXX-XXX-XXXX.
My apologies again for the trouble and I look forward to assisting you further.
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: Sorry for any trouble!...

Unfortunately, books, beauty products (excluding electronics), undergarments, perishable items, any items marked "final sale," and items that have been worn are nonrefundable and may not be returned. You can find this information in our Return Policy at http://gr.pn/1XEi4uF, and in the Fine Print on the purchase page for this Groupon. Of course, if your item was damaged prior to delivery, we advised to please reach out to the third-party merchant who originally sold this item as they are responsible for the fulfillment, delivery, and quality of your order.I can confirm from ticket [redacted], where you worked with our CSR [redacted] that your refund processed successfully on 10/30/2017. You should have received an email confirmation shortly after this refund was issued. If you're not seeing it, I recommend checking your spam folder to make sure our emails aren't ending up there.Your refund was processed to the paying card, it should appear on your statement as a refund from Groupon, Inc. Though the funds are out of our hands, it can take a little time for banks and financial institutions to route those funds correctly and post them to your account. This typically happens within a matter of days, but we ask that you allow up to 10 business days for your refund to appear 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’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

[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

Complaint: [redacted]
I am rejecting this response because: The company issuing this voucher says a refund is available Groupon is simply refusing to give it. I cannot use the vouchers for another day for various reasons. The company should honor the merchants request and refund the money. 
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 am truly sorry to hear about what...

happened. 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. I am showing that the vouchers were redeemed on 07/15/17.However, your feedback is greatly appreciated.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.Kind 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 the continued trouble that you had. Unfortunately because a dispute has been filed with your financial institution, we have to let this run it's course. 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 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 sorry for the continued frustration.  According to the tracking number on this item, it was successfully delivered to the address that was placed on the order. Unfortunately we don't have any additional information on the location of your package. Generally it is not our policy to issue refunds for orders when the tracking indicates that they were successfully delivered, however, in the past we made exceptions to our policy for you twice for this exact reason. We are not able to continue to make exceptions in this case.  I want to assure you that we will always do everything in our power to help our customers, and customer satisfaction continues to be a top priority. 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. 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 checked your account and I can see...

that your refund for $124.05 has processed successfully to your card ending in [redacted] on 08/02/2017.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.Regarding your complaint:Thanks for returning your product. I'm really sorry if your purchase wasn't all you hoped it would be. Sorry for...

any trouble! I can confirm that your refund processed successfully on 11/6/2017. You should have received an email confirmation shortly after this refund was issued. If you're not seeing it, I recommend checking your spam folder to make sure our emails aren't ending up there.If your refund was processed to the paying card, it should appear on your statement as a refund from Groupon, Inc. Though the funds are out of our hands, it can take a little time for banks and financial institutions to route those funds correctly and post them to your account. This typically happens within a matter of days, but we ask that you allow up to 10 business days for your refund to appear on your statement.Unfortunately, we're unable to expedite the cash refund process. If it has been longer than 10 business days since the refund was issued and it hasn't posted to your bank statement, please contact the claims department of your bank directly to check on its status.I apologize for any inconvenience, and I hope this clears everything up. Please let me know if you have any other questions.Regards,[redacted]SupervisorGroupon 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: On the deal page for Groupon deals we...

provide a link to the merchant website. This website shows the calendar of events which the merchant is offering. This specific merchant is closed during a summer break and begins events once again starting in July. As this merchant is not closed but had a break which was listed on their webpage prior to purchase we are unable to issue you the refund you are requesting. We have offered the option to trade-in these purchases towards another deal if you do not wish to schedule your painting event in the future.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

Contact Name and Title: [redacted] E. Manager
Contact Email: [email protected]
Hello [redacted],
I am very sorry for any trouble with this order, this is obviously not the experience we want you to have while shopping with Groupon.
Unfortunately, we're not equipped to resend the product you...

originally ordered, but we are happy to accept a return and issue you a full refund. If you would prefer to keep this product, you are more than welcome to do so as well.
It looks like we have already issued $25 in Groupon Bucks to your account to use for future purchases. Once your return arrives back at our facility we will be able to issue the refund for the order.
My sincerest apologies again for the error. If you have any questions or need any help with your return, please let me know.
[redacted] E
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, including your thread with my colleague [redacted] in ticket [redacted].In ticket [redacted] stated:"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 sorry for the trouble with your [redacted] Health Center Groupon. Unfortunately, it is not our policy to proceed a refund outside of 3 days from the date that you purchased this. After that 3 day period, this Groupon became final sale.I would like to again offer the trade in option that we previously had told you about. Exchange your Groupon, and you can purchase a brand new one.Here’s how it works:When you Trade In your voucher, you’ll automatically receive Groupon Bucks equal to amount you originally paid for this deal.Reply to this message to confirm that you want to exchange your [redacted] Health Center voucher for Groupon Bucks.After we initiate your Trade In, you’ll receive email confirmation that $79 in bucks has been issued to your Groupon account.Within 24 hours of Trade In, complete purchase of a new voucher for any Local deal using your Groupon Bucks to complete your Trade In.If you don’t use your Groupon Bucks to purchase a new Local voucher within 24 hours, your original voucher will be reinstated to your account and the Groupon Bucks you received will expire.Going forward, I suggest using all resources available to you to determine if the merchant has available appointments when buying Groupons of this nature. Reach out to the merchant from the contact information in the redemption instructions as well as visit their website to do this.Please let me know how you'd like to proceed. I look forward to hearing from you."I'm afraid I must reiterate this information, as these policies apply to all customers.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

I’ve also emailed you directly from [redacted] via Ticket #[redacted]…please reply to me there if you have any further questions.

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: Sorry again for the trouble, and thanks...

for your patience. I double-checked, and your refund has been received by your bankI've also located the Acquirer Reference Number (ARN) for this refund, which is the confirmation number created by the card processor—in this case, Smartpay—when they successfully transferred the funds to your bank. I have included specific details in my direct email to you as to keep your information private and secure. Please contact your bank's claims department with this information so that they can retrieve your funds.My apologies for the inconvenience. If you have any additional questions, please reply directly to my email sent via [redacted]@groupon.com.Thank you for your understanding.Regards,[redacted]ManagerGroupon Customer Support

Contact Name and Title: Groupon
Hi Sharone,
Thank you for reaching back out to us through the Revdex.com. I have reviewed all past correspondence and I am truly sorry for the difficulty.
I see that we have already issued you full refund to your credit card dated 10/08/2015. Please...

let us know if I can help you with anything else.
Thanks and Regards,
[redacted]
Manager-Groupon CS

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

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 [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 [redacted]