Groupon, Inc.

Initial Business Response /* (1000, 6, 2015/07/30) */
Contact Name and Title:[redacted] CS Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@groupon.com
Hello [redacted],
Thank you for reaching out and I apologize for any trouble using our self service cancellation option at our website....


I have gone ahead and converted this refund back to the credit card used for purchase. Although this refund generally processes sooner, we do ask that you allow up to 10 business days to reflect on your credit card statement.
As[redacted] stated in his previous email, since we were outside of our 3 day return window when you contacted us, this refund would be considered an exception to our standard policy. Going forward, we will be unable to issue further refunds of this nature outside of our standard policy.
For future reference, if your Groupon is successfully cancelled on our site, it will be removed from your list of purchased Groupons and you should receive a cancellation email. If this does not happen, please call or email us immediately so that we can take care of this within our return window.
Please let us know if we can provide any further assistance regarding this issue.
[redacted]
CS Manager
Groupon Customer Support
Initial Consumer Rebuttal /* (2000, 8, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Revdex.com for enabling a successful outcome of this consumer situation. Your timely assistance is greatly appreciated and brought successful resolution where other options had failed.

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 SupportTell us why here...

Complaint: 11112456
I am rejecting this response because:This is not an acceptable answer. They are the company who accepted the payment from my credit card, not the hotel.  There are various types of ways to appease their customers.  I've lost $143. They could offer me this amount in a store credit, offer to pay half of my lost amount, something. I've been a loyal customer for years, spending thousands.  Why lose a customer, who would end up spending thousands more, over a $143 dispute? To not even try to reach out, or truly make a reasonable compromise. 
Sincerely,
Jessica [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]. For reference, as is standard, we are replying both internally and publicly through the Revdex.com. Both replies are identical.In ticket [redacted], it was stated:"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: Your order for the UV Lamp Nail Dryer was returned to our warehouses recently and was refunded back to the original form of payment used (Groupon Bucks and a portion of your credit card) on 7/20.17. The $5.35 charge to your credit card should appear on your statement within 10 business days. The Groupon Bucks portion was made available immediately in your account at that time and has since been used on purchases for [redacted] and [redacted] Buffet vouchers.The $31.01 portion of Groupon Bucks was originally issued for a [redacted] Charge Block Duo for [redacted]e which was delivered as per your tracking but not received. Typically in those situations, we are unable to offer refunds to your original form of payment and encourage customers to contact the postal carrier if an order shows delivered without you actually possessing it. In this instance, it appears we made a one time exception and offered you a refund in the form of Groupon Bucks for the inconvenience."As we have already informed you, we cannot convert a refund from Groupon Bucks to your original form of payment if any portion of those Groupon Bucks have already been used on any subsequent purchases. As we have pointed out, you have made subsequent purchases using those Bucks.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: We contacted the merchant regarding a...

refund of the Costa Rica Monkey Tours deal you purchased on Groupon. According to their Privacy & Cancellation Policies (https://costaricamonkeytours.com/privacy-policy/) they are willing to reschedule without charge in case of natural disasters affecting a planned trip. Because of this policy being in place they have declined to authorize a refund for your purchase.When we contacted them, they advised us that they have already offered rescheduling options. You can still contact them to discuss these options at [redacted] from 8 a.m. to Midnight Eastern Standard Time.If you have any additional questions, please reply to me in my direct email (Ticket [redacted]).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 about your purchase of the 12-Month...

[redacted] Live Gold Membership. I am showing that we have issued a full refund to Groupon Bucks with no expiration date. Your order was canceled and documented as being defective. So, your Groupon Bucks were immediately available for you to use towards another purchase.Which I am showing you have begun using and now have a remaining balance on your account of $28.91.While we were able to issue a refund, in this case, vouchers for [redacted] are considered a final sale and are only refundable if they are deemed as being defective. Which we were able to verify.I apologize for the inconvenience that you have received and we appreciate your patience while we worked to resolve this matter.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 via Ticket [redacted]Regarding your complaint: Per our...

privacy policy we're only able to discuss the details of any purchases with the account holder. At this time, it looks like the purchaser has already contacted us regarding this issue. If they have any additional question, we suggest they contact us directly.As I mentioned, I've also sent a 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, including your thread with my colleague [redacted] in ticket [redacted]. I responded to you a moment ago via email from [email protected] ticket [redacted], it is stated:"On the original screen where you made this purchase, http://www.groupon.com/deals/gl-matchbox-twenty-counting-crows-31, we included a full description of the deal. The terms and conditions of the offer as well as anything you should know before making your purchase will always be included on this page.In this case, the description included the following:"Early Discount - 09/17/17 at 6:45 p.m.: One G-Pass Ticket, General Admission Lawn"I'm very sorry you missed the show. Unfortunately, Groupons for ticketed events are only refundable on the day of purchase. This information is available in the Fine Print of your Groupon and in the GrouponLive FAQ: www.groupon.com/pages/grouponlive-and-ticketed-events-faq#13If there's any ever confusion about specifics regarding a deal, whether that includes the description of the deal, pricing, location of the event or when your voucher expires, you can always feel free to contact us for assistance. You can also view more details about the order in question, whether it's a Live, Local, or Getaways deal by going to the "Order Details" section once selecting the order either in the Groupon app or on the web version of the site."Regarding your complaint: I absolutely understand your frustration in regards to the interface of our mobile application. However, the event date is still able to be viewed from multiple locations such as the page where you viewed the deal, the order details page of your purchase, your confirmation email as well as on your tickets themselves. In addition, the expiration date for Groupon Live events is typically after the date of the show as this voucher should not expire on the day of the event (that would render your tickets invalid upon redemption).While I can't fulfill your request, I would like to offer you a small token of our regret. I've issued $20 in Groupon Bucks on your account. While I know this amount is not equal to the amount you spent on your purchase, please consider this a gesture of goodwill should you choose to use our site in the future. Groupon Bucks will apply automatically to any future purchases, and don't expire for 180 days.While I understand that this outcome is not the one you requested, we have done our best to assist you and have provided you with the best solution available in this circumstance. We hope to regain your trust in the future, but unfortunately, we have to consider this particular 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've passed this along to a Groupon...

Stores specialistI’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 [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: Your refund has already been...

processed back to the payment method you used to make this purchase! If you paid with a credit or debit card, you'll see the refund on your statement within the next 10 business days.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].Regarding your complaint: I've processed a full refund for the order...

you returned. I need some additional information regarding your double charge issue and I've included the information in my email to 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 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: Unfortunately, I couldn't locate...

your the orders you are referring using this email address.  I'm happy to help, but I'll need some more details first. Please write back to us with the order number or the email address you used to purchase these Groupons. With that, I'll be able to assist you further.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: 11017728
I am rejecting this response because: business did not offer any resolution. 
Sincerely,
Matthew [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 appears this order was refunded to...

Groupon Bucks on 5/4 when you called our support center. These Groupon Bucks will never expire and will apply to your next 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.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: 10961071
I am rejecting this response because:I'm very disappointed that I do not have the product purchased, nor any tracking information regarding a shipment. Groupon ridiculed me on several occasions when I reached out regarding this issue, berating me for calling to check the status, and assuring me that the package would arrive on Nov. 19. It is simply unacceptable that several customer service associates and a supervisor can simultaneously be so arrogant and contemptuous, as well as wrong. I still don't have the package and simply want my charger. Groupon needs to honor the purchase agreement. A $10 credit does nothing to resolve the dilemma which is that I need a MacBook Pro 85W MagSafe 2 Charger.
Sincerely,
Terry [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]Tell us why here...

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 Grouponcorrespondence. I responded to you a moment ago via email from [redacted]@groupon.com.I would firstly sincerely apologize for...

the inconvenience you and your children faced on the vouchers being cancelled for the Circus, words cannot express this disappointment, but request you to please accept our apologizes.Regarding your complaint: I am very sorry that there was a delay in providing resolution to your issue.   l see that your vouchers for "gl-garden-bros-circus-113" as been cancelled by us incorrectly and refund was processed to you, I have gone ahead issued $50 in Groupon bucks, which will be available in your account for 180 days.I take this opportunity to thank you to bring this to our notice, I also would like to appreciate and thank you for your patience and look forward to serving you in your next purchase.We want to give our customer's best experience  in all our deals with best offer.  I sincerely take this opportunity to apologize that we are not able to help in this dealThank 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, including your thread with my colleague [redacted] in ticket [redacted]. I responded to you a moment ago via email from [redacted]@groupon.com.In ticket [redacted], it is stated:"I'm sorry to hear about your disappointing Groupon experience! We appreciate receiving feedback like yours, as we use it to review the deals we run on our site. We also address these kinds of issues with the business directly to ensure they don't happen again.I have checked your account and I see that $50 Groupon Bucks had been issued to your account for the inconvenience caused. 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."Regarding your complaint: I absolutely understand your frustration and apologize for the negative experience. We responded to your latest reply from 9/21/17, and [redacted] went ahead and issued an additional refund of $100 in Groupon Bucks to your account under [redacted]@aol.com. This credit is available immediately and will automatically apply towards future purchases.While I understand that your experience was not ideal, we have done our best to assist you and have provided you with the best solution available in this circumstance. We hope to regain your trust in the future, but unfortunately, we have to consider this particular issue resolved.Thank you for your understanding.Regards,[redacted]ManagerGroupon Customer Support