Complaints

This profile includes complaints for Groupon, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Groupon, Inc.

  600 W Chicago Ave Ste 400 Chicago, IL 60654-2067

• 

  Groupon, Inc.

  600 W Chicago Ave Ste 400 Chicago, IL 60654-2801

• 

  Groupon, Inc.

  600 W Chicago Ave Ste 620 Chicago, IL 60654-2822

• 

  Ideel

  620 8th Ave 45th Floor New York, NY 10018-1741

• 

  Groupon, Inc.

  Ave. Ponce De Leon #653 Suite 3-B San Juan, PR 00908

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company states they issue refunds and do not. I made a purchase and needed to change or cancel it because the location was incorrect. It is impossible to speak to someone from the company and when I requested a refund it only gave me funds to use on the site, so either way my money was taken. Lastly, the order said I had up to the 18th to request a refund as I purchased on the 15th. It said I had UP TO the 18th but denied me ability of getting a refund. That is not clearly and very ambiguous. Now, the purchase I made is null

  Business Response

  Date: 08/20/2025

  Hello ********,
  
  Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.
  
  Regarding your complaint: Thank you for reaching out. I understand your frustration regarding your recent experience, and Id like to clarify the situation and help find the best resolution for you.
  
  You made your purchase on August 15, 2025, and attempted to cancel it on the 16th. Our records show that all three vouchers were opened before the refund request was made. You should've seen a notice when opening the vouchers that once opened they will not be cancellable.
  
  But you can always contact us directly to request a full refund. Our customer support team is available 24/7 and is well-equipped to resolve all issues. You can contact us anytime using the following link: ******************************************.
  
  You also mentioned that only one of the vouchers was cancelled. If youd like to cancel the remaining two as well and request a full refund to your original payment method, we can help with that. Please confirm whether you'd like:
  
  A refund to your original payment method for all three vouchers, or
  
  A refund for only the one voucher you already cancelled
  
  Once we hear back, well process your request as quickly as possible.
  
  Were here to help and appreciate your patience.
  
  Regards,
  
  Harish
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 08/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that refunding all three vouchers to original payment source as the resolution 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:08/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is in regards to ***** ***** of Groupon. He has repeatedly for reasons unbeknownst to me taken down our Groupons. He has been rude and demeaning to me and my staff. Calling me the wrong name and not addressing me as a doctor. Calling me out of patient rooms to speak on the phone and explain to me why he is choosing to violate Groupons own policies. I have had to get senior advisors involved such as **** ***** Del Lima. He immediately reinstated our campaigns and apologized for ***** behavior. The Groupons were then unilaterally taken down again. Groupon has refused to post new campaigns as they want an optometrist license. I am an ophthalmologist and have provided my license. ***** is the most dangerous and harmful to a business as he is is full of arrogance and lacks intelligence. I have attempted to deal with this issue once through. **** and again contacted him today but the behavior of ***** is a clear violation of the contract I have with Groupon and he needs to be dealt with on the senior level to either remove or retrain. The actions of ***** have resulted in multiple thousands of lost dollars and his actions must be remedied and prevented from occurring again.

  Business Response

  Date: 08/20/2025

  Hi ****,
  
  Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************. I apologize for the trouble.
  
  Regarding your complaint: I want to sincerely apologize for the frustration and inconvenience you have experienced in connection with your campaigns and interactions with our team. We understand how disruptive and disappointing this situation has been for you and your staff, and we are taking your feedback seriously.
  
  Please accept our apologies for any lack of professionalism, miscommunication, or incorrect licensing requirements that may have contributed to the issues you've outlined. We recognize and respect your credentials as a licensed ophthalmologist, and we regret any oversight in how that was handled.
  
  Your concerns regarding **************** conduct and the repeated takedown of your campaigns have been escalated internally to the appropriate senior teams for immediate review. We understand the significant financial and operational impact this has had on your business, and we are committed to addressing the matter thoroughly and fairly.
  
  While we typically provide updates within 48 to 72 hours, in rare cases, the review process may take up to 7 business days. Please rest assured that we are treating this with priority and will follow up with you as soon as we have more information.
  
  We remain at your disposal should you have any further questions or require additional assistance in the meantime. Thank you again for your patience and understanding as we work to resolve this matter.
  
  Regards,
  
  ****** *.
  Manager
  Groupon Customer Support

• Initial Complaint

  Date:08/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am extremely disappointed with both the merchant CosmeticRX and Groupons handling of this issue.I had already requested a cancellation before shipment because I did not trust the safety of sending a prescription injectable without proper refrigeration. My request was denied. The product I received arrived warm, with the ice pack completely melted, and a recorded temperature of 97.2F (36.2C) far beyond the recommended storage range of 3646F (28C) for tirzepatide.Your latest response to me (the merchant says they are in contact with you do not refund) is not a valid customer service resolution. I have clear proof that I have not received any real follow-up from CosmeticRX beyond one dismissive message that does not address the safety ******** refusing to intervene, Groupon is allowing a merchant to:Ship temperature-sensitive medication in unsafe conditions.Ignore legitimate safety concerns from customers.Continue selling high-risk products without proper cold chain assurance.This is not about customer satisfaction it is about consumer safety and preventing harm. Groupon is profiting from these sales and therefore shares responsibility for ensuring compliance with safe handling practices.I am requesting:A full refund immediately.Investigation into this merchants shipping practices.Assurance that Groupon will take responsibility for protecting customers from unsafe products.If this is not addressed, I will be submitting my evidence (photos, videos, correspondence, temperature readings) to the BBB, *** MedWatch, and consumer protection agencies, naming both Groupon and ********** as responsible parties.

  Business Response

  Date: 08/19/2025

  Hello ******,
  
  Thank you for reaching out to us through the Better Business Bureau. I have carefully reviewed your most recent comment, along with all internal correspondence related to your case. I also responded to you directly via email from Groupon.complease feel free to reply to that message for any further assistance.
  
  Regarding your complaint:
  Im truly sorry to hear that your item arrived outside the required temperature range, and I understand your serious concerns about product safety and the lack of sufficient response from the merchant. This situation is understandably frustrating and concerning.
  
  Given the nature of the issue and your supporting documentation, I am escalating your case to our Resolution Team for further review. They will conduct a more detailed investigation, including follow-up with the merchant regarding shipping and product handling practices.
  
  You can expect an update from our team within 24 to 72 hours, and no later than 7 business days. We truly appreciate your patience as we work to ensure this matter is handled with the seriousness it deserves.
  
  If you have any further questions or additional evidence to share, please reply directly to the email I sent from **************************, and Ill ensure its added to your case.
  
  Thank you again for your understanding, and well be in touch soon.
  
  Best regards,
  ******* ***** B
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23752164

  I am rejecting this response because:
  
  I do not accept Groupons response at this time.
  
  While I appreciate the apology and the fact that my case has been escalated, there has been no actual resolution provided yet. The product I received arrived outside the required temperature range, making it unsafe to use. Obviously, I have not used the medication, and I should not be expected to accept only an apology when I paid money for something that arrived in unacceptable and unsafe condition.
  
  
  Groupon should take full responsibility for this matter by issuing a refund. Until that happens, my complaint remains unresolved.
  
  
  Thank you for your attention.
  
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:08/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After I accidentally purchased 7 tickets to an amusement park, I immediately tried to get my money back in which an agent informed I had to wait and allow it to be processed. After it was processed they informed me I was not entitled to a refund because of their 3 day return policy. Which I was not informed.When I disputed the charges with my bank they couldn't reach the company because they have no phone customer Service Representative working at all only chats online or email. And my bank was not able to dispute the charges either.

  Business Response

  Date: 08/16/2025

  Hi Selenna,
  
  Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.
  
  Regarding your complaint: I hope this message finds you well. I genuinely understand how frustrating this situation must be for you, and I apologize for any inconvenience or stress it has caused.
  
  After carefully reviewing your order, I regret to inform you that we are unable to issue a refund for this purchase. The deal you selected is clearly marked as non-refundable, and the terms and conditions are set directly by the merchant.
  
  We strive to maintain transparency about these terms, and all key details are made available on the deal/purchase page: *******************************************************************. This is intended to assist our customers in making informed decisions before completing a purchase. When the merchant listed this deal on our site, they established specific terms, including reserving your spot as soon as a purchase is made. This makes it challenging for the merchant to make any changes or allow cancellations, as resources have already been allocated for your booking.
  
  I understand this may not be the resolution you were hoping for, and I assure you that your feedback is valuable to us. We are committed to providing a positive experience for all our customers, and your insights help us to enhance our services.
  
  Please feel free to reach out if you have any other questions or if there's anything else I can assist you with.
  
  Regards,
  
  ******* *********
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 08/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Selenna Childs

• Initial Complaint

  Date:08/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried buying tickets to the ************ while I was on vacation. I was charged but never received a purchase confirmed. There no way to do a refund because nothing under my Groupon to do it. There no customer service number or email to ask for help. I tried going through chime but that can take until November

  Business Response

  Date: 08/16/2025

  Hi ******,
  
  Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.
  
  Regarding your complaint: I hope this message finds you well. Im truly sorry to hear about the difficulties youve experienced while trying to purchase tickets for Wild Florida during your vacation. I understand how frustrating it must have been to be charged without receiving a purchase confirmation, especially while traveling, and I sincerely apologize for the inconvenience caused.
  
  We understand that you prefer phone support, but unfortunately, we don't offer this service at the moment. That said, our dedicated support teams are available 24/7 through chat and email to ensure your concerns are resolved as quickly as possible. You can always reach us directly through our FAQ and support page here: ******************************************.
  
  After thoroughly examining our records, I have identified your Groupon purchase. It seems that an incorrect email address was provided, which is why you didn't receive the confirmation. In order to resolve this and ensure compliance with Data Protection regulations, I kindly ask you to provide the following information:
  
  - Your full name
  - Name of any deal purchased in the last 12 months
  - Last 4 digits of the card used for the transaction
  - Billing address
  - Exact amount paid
  
  Once I have this information, I will carefully review and address the issue and follow up with a resolution.
  
  Thank you for your patience and understanding. We look forward to resolving this for you promptly.
  
  Regards,
  
  ******* *********
  Manager
  Groupon Customer Support

• Initial Complaint

  Date:08/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have always been hesitant about using groupon. Until a few weeks ago i needed to book a room for a hotel for a kids sports tournament. I could not get a room at the hotel the team was staying at. One of the parents told me they were available on groupon. So i downloaded the app and sure enough there were rooms. So i booked one. Printed my confirmation email and waited for the tournament. When we arrived at the hotel i was told by the front desk that no reservation existed under my name. So i showed them the email with confirmation number. Still nothing. My only choices were to try to contact groupon and wait 3-5 days for a response or pay for a room that just became available. So i paid for the room figuring a clear mistake was made and they would refund me. Haha not the case. Groupon blames the error on a 3rd party source who does not refund and they wont either. Sad! I double paid for a room and a giant company refuses to due right by its customer. Well that will be the last time i use them. Be weary of this. And if you do book a room with groupon, i guess it makes sense to call in advance to confirm the reservation. At least 5 days before so their customer support can get back to you. Good luck

  Business Response

  Date: 08/16/2025

  Hello *******,
  
  Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment along with all internal correspondence related to your case. I also responded to you directly via email from Groupon.complease kindly reply to that email for further assistance.
  
  Regarding your complaint:
  Im sorry to hear that you were unable to check in due to the reservation not being found. Upon reviewing the details, our records show that the reservation was made under the name "Groupon User," which caused the hotel to be unable to locate it. As a result, the reservation was marked as a no-show and the refund request was initially denied.
  
  However, we are committed to assisting you further. To proceed, we require written confirmation from the hotel stating that: No services were received, and You are eligible for a refund.
  
  Once a voucher is marked "Redeemed," we are unable to change its status without this confirmation from the hotel.
  
  Please contact The Alloy King of Prussia directly at ***************** or via email at PHLVF-************* to request this written confirmation. Ensure that their email response includes the hotels address, the date, and the time it was sent.
  
  Once you have the documentation, please forward it to our customer support team. Upon receipt, we will escalate your case to the appropriate team for a final review and resolution.
  
  We truly appreciate your understanding and cooperation. Please dont hesitate to reach out if you have any further questions or need help with the next steps.
  
  Best regards,
  ******* ***** B
  Manager
  Groupon Customer support.

• Initial Complaint

  Date:08/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Groupon on 07/07/25 but I entered the wrong email address so I have no way to redeem my Groupon after money's paid instantly through ***** pay. The company is terrible with no customer service over the phone. I wrote to ****** customer in ********************** they sent me a verification code, but I don't have access to the wrong email address. I tried contact them again, then no reply at all. How am I suppose to contact me besides writing to BBB?!

  Business Response

  Date: 08/16/2025

  Hi *****,
  
  Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.
  
  Regarding your complaint: I hope this message finds you well. I apologize for the inconvenience you've faced with your recent Groupon purchase. I completely understand how frustrating it must be to find yourself unable to access your Groupon due to entering an incorrect email address.
  
  I understand your preference for phone support, and while we currently do not offer this service, I want to assure you that we are committed to providing assistance through our 24-hour chat or email support. You can reach out to our customer support team anytime via our FAQ page: [******************************************].
  
  In order to assist you further with accessing your voucher, I have sent you a direct email requesting additional information about your purchase. This information will allow us to carefully review and address this matter accurately. Please respond to that email at your earliest convenience.
  
  Thank you for your patience and understanding. We're here to help and are committed to ensuring you can access your Groupon as soon as possible.
  
  Regards,
  
  ******* *********
  Manager
  Groupon Customer Support

• Initial Complaint

  Date:08/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They do not have an operating customer service, their chat is non existent. You aren't able to type or even see what you typed once entered, their email support is also non existent. Just be sure of your purchase and check reviews!

  Business Response

  Date: 08/16/2025

  Hi ******,
  
  Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.
  
  Regarding your complaint: I hope this message finds you well. I completely understand how frustrating it must feel to encounter difficulties when trying to get assistance, and I sincerely apologize for any inconvenience this has caused.
  
  Please be assured that our team is available **************************************** email. You can always reach our Customer Support team through our FAQ page here: ******************************************. From there, you can initiate a chat or submit a support request via email, and one of our representatives will respond promptly.
  
  I understand you're experiencing an issue with your Groupon purchase. Could you please provide more details about the problem you're facing, so we can assist you further? I want to assure you that we're here to help and are looking forward to resolving this issue for you.
  
  Once again, I apologize for any inconvenience you've experienced. We are committed to providing you with a seamless experience, and customer satisfaction is our top priority.
  
  Thank you for giving us the opportunity to address your concerns. I truly appreciate your patience and understanding.
  
  Regards,
  
  ******* *********
  Manager
  Groupon Customer Support

• Initial Complaint

  Date:08/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 10th, I purchased 2 Groupons for the same place, 1 for an Escape Room and another for a Rage Room. Per the Groupon instructions I was to email them to make a reservation, which I did about 5 minutes after purchase. I did not receive a response by the 13th so I called. They told me the Escape Room was not your traditional Escape Room, that it is their whole building and occurs after hours, which is 9pm. Those details were not in the information on the Groupon listing and the Escape Room isnt even mentioned on their website. I requested a refund on the Groupon app (on the 13th) and it said that it was past the 3 day deadline and I could gift it to someone (this is in another state-we are traveling to celebrate 2 birthdays and they wanted to do a traditional escape room because they have never done one). There is no way to speak or chat with someone on the Groupon App. Due to the establishments lack of disclosure and no response through the recommended route, I believe I should be eligible for a refund. Had they responded in a timely manner, I would have at least been given the information in order to make a decision to cancel sooner. I have used Groupon before but I will be hesitant to use Groupon going forward.

  Business Response

  Date: 08/16/2025

  Hi *****,
  
  Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.
  
  Regarding your complaint: I hope this message finds you well. I completely understand how frustrating this situation must have been, especially while planning a special trip to celebrate two birthdays. I sincerely apologize for the inconvenience and the lack of timely communication from the merchant.
  
  I noticed that you have reached out to the Better Business Bureau without first contacting our customer support team. Id like to let you know that our customer support team is available 24/7 and is well-equipped to resolve any issues you may encounter. You can reach us anytime using this link: ******************************************.
  
  Upon reviewing your request, it appears that the refund period for your Groupon has unfortunately passed. However, Id like to offer an exception in this case. While we cannot refund the original payment method, wed be happy to provide a full refund in Groupon credits. These credits never expire, giving you the flexibility to find another exciting deal at any time.
  
  To proceed with the credit application, please ensure you're logged into your Groupon account using the email address: ******************** before accessing the refund link below:
  
  Order # ********** - ******************************************/ssr?order_number=**********&customer_uuid=************************************
  
  Order # ********** - ******************************************/ssr?order_number=**********&customer_uuid=************************************
  
  Please note that this refund link will remain valid for the next 3 days.
  
  Once you click the link, kindly confirm that you were redirected correctly to the refund page. If you encounter any issues during the process, please reach out to us with Case ID ********, and we will assist you promptly.
  
  For your reference, more detailed information about our refund policies can always be found here: **************************************************************************.
  
  We truly value your loyalty and understand that this experience may have caused frustration. We hope that this resolution demonstrates our commitment to making things right and restores your confidence in using Groupon for future deals.
  
  Thank you for your understanding, and please dont hesitate to contact us if you have any further questions or concerns.
  
  Regards,
  
  ******* *********
  Manager
  Groupon Customer Support

• Initial Complaint

  Date:08/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $131.86 I booked a snorkeling excursion for 8/02/25 , however , the merchant cancelled the event. When I called the merchant they told me they would notify Groupon that the event was cancelled and I would receive my full refund. No alternate date was given. I didnt receive a refund so I reached out to Groupon several times and they assured me they were trying to resolve the issue but could not get in contact with the merchant. Today I was told that Groupon will not refund me because the merchant will not. Im not entirely sure which party is responsible for refunding me but I do not understand how I paid $131.86 and someone is able to keep that profit despite never having the event.

  Business Response

  Date: 08/16/2025

  Hi ********,
  
  Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.
  
  Regarding your complaint: I hope this message finds you well. I sincerely apologize for the inconvenience and frustration this situation has caused you. I truly understand how disappointing it must be to have anticipated a wonderful snorkeling excursion only to have it canceled without receiving a refund.
  
  Upon reviewing your case, I would like to assure you that our internal team has attempted multiple times to contact the merchant on your behalf. Unfortunately, we haven't received any response yet. Rest assured, I have now re-escalated your case as a priority regarding your refund request. Our team is committed to thoroughly reviewing and addressing this matter.
  
  We will make sure to update you as soon as possible. You can expect an update from us within 48 to 72 hours, though in some cases, it may take up to 7 days.
  
  In the meantime, I kindly ask for your patience as our team diligently works towards a resolution. Once we have an update, you will receive a direct email from us.
  
  Thank you for your understanding and for giving us the opportunity to resolve this matter for you.
  
  Regards,
  
  ******* *********
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23745549
  
  I am rejecting this response because:
  I sent this every-time I spoke with a representative of Groupon and it was completely ignored. Not having a refund after two weeks is ridiculous considering a paid in advanced. The customer service and urgency is lacking. 
  Sincerely,
  
  ******** ******

  Business Response

  Date: 08/20/2025

  Hi ********,
  
  Thank you for reaching out and sharing your experience with us. I truly understand your frustration and disappointment regarding the delay in processing your refund, and I sincerely apologize for any inconvenience this has caused.
  
  I want to assure you that we have escalated your request to the appropriate internal team, who are actively working on resolving this matter. While most cases are reviewed and resolved within 24 to 72 hours, in some situations it may take up to 7 days for the final update. I truly appreciate your patience during this time and understand that waiting any longer feels frustrating.
  
  As soon as we have an update, you will receive a direct email confirmation with the outcome of your case. In the meantime, please know that we are closely monitoring this request and doing everything possible to expedite the process.
  
  Once again, I sincerely apologize for the delay and for the inconvenience this has caused you. Thank you for giving us the opportunity to make this right. We value your business and are committed to ensuring this matter is resolved promptly.
  
  Regards,
  
  ******* *********
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23745549
  
  I am rejecting this response because: Once again I am still not satisfied. Its been almost 20 days since this event was cancelled. I still dont have a refund. I do believe this is fraud since I did pay for a service that was cancelled and never received a refund. The back and forth is quite frustrating and I just keep getting an email that its being looked into , however , I never get an email saying they fixed it despite countless photos Ive sent confirming the cancellation. Its very concerning that someone got paid with my hard earned money for a service I did not receive ; fraud. 
  
  Sincerely,
  
  ******** ******