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.

  148 Lafayette Street, 10th Floor New York, NY 10013

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:11/22/2024

  Type:Sales and Advertising 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.

  Bought a Groupon for $1795 for lasik surgery. They will not refund my money. Groupon number for the lasik: 1000-148365-790446. They have a 3 day refund policy; the consultation was scheduled a week out. When I didnt feel comfortable with the business anymore, I wanted a refund to which they responded the same robotic stuff that its up to the merchant. There is no communication between Groupon and who they partner with because the merchant had no idea of the 3 day return policy. Merchant tells me to get a refund from Groupon. Groupon tells me to get a refund from the merchant. Had to go out of my way to get my bank involved in an investigation. Unreal and Groupon should be shut down immediately.

  Business Response

  Date: 11/26/2024

  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 sincerely apologize for the trouble youve experienced and for any confusion or delay caused by our customer support team. I understand that you are not a candidate for the ************* and I am truly sorry for the frustration this situation has caused.
  
  To make things right, I have processed a full refund to your original payment method. You will receive a separate automated email confirmation regarding this transaction. Please be aware that while refunds are issued immediately on our end, it may take a few days for your financial institution to post the credit to your statement.
  
  If theres anything else I can assist you with, please dont hesitate to reach out.
  
  Thank you for your patience and understanding.
  
  Regards,
  
  ****** *.
  Manager
  Groupon Customer Support

• Initial Complaint

  Date:11/21/2024

  Type:Billing 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.

  Ive been a loyal Groupon user for years, relying on it to stretch my budget as a father of four. While Ive had a few minor issues in the past, they were resolved by customer service. However, I now have a serious concern.I purchased a Groupon for ******************************** who were supposed to clean my air vents, chimney, and dryer vent for $79. The company only communicated via text and lacked a physical address. The technician arrived, claimed there was black mold in my home, and quoted $2,400 for remediation. I couldnt afford that, so he offered a $2,000 deal if I paid cash. Trusting Groupons vetting process, I paid the amount. After spraying something in my home, he promised to return in two weeks, but Ive heard nothing since.I had another company inspect my home, and they found no mold. Im now out $2,000. I request that Groupon take responsibility to cover their role in sending scammers to my home.

  Business Response

  Date: 11/26/2024

  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. First, let me express my deepest apologies for the distress and inconvenience youve encountered. As a loyal Groupon customer, you deserve excellent service, and I deeply regret that this situation did not meet those expectations.
  
  We take matters like these very seriously, and Ive already escalated your concerns to our internal team for review. Our team has provided instructions via email on how to process the refund for your Groupon purchase. *** now issued a full refund of $59.25 to your original payment method. You should receive a separate confirmation email shortly. While refunds are processed immediately on our end, please allow a few business days for your financial institution to reflect the credit on your account.
  
  I want to assure you that Groupon holds itself to the highest standards when partnering with merchants, and we are thoroughly investigating this matter.
  
  Unfortunately, any funds paid directly to the merchant cannot be refunded by Groupon, as we do not have access to those transactions. I recommend contacting your financial institution for guidance on reclaiming these funds, as they may provide options to assist with your situation.
  
  Once again, I am truly sorry for your experience. Please know that your feedback has been forwarded to the appropriate teams to ensure measures are taken to investigate this further.
  
  If theres anything else I can assist you with, please dont hesitate to reach out.
  
  Regards,
  
  ******* *********
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 11/27/2024

  Complaint: 22589322
  
  I am rejecting this response because: Today, I received an email from an individual named ******* *********, which appears to be a response identical to the very first email I received earlier in this matter. I have an email in the past from a person named ******, whom requested details about the incident and assured me that was going to escalate it to management.

  But now, once again, I am provided with a standardized statement, that seemed to apply to all claims, likely copied and pasted. However, after Janani's email (which I have included below), I was under the impression that this matter would be escalated to management for resolution.

  As of today, November 26, 2024 and via this email, I request immediate clarification as to whether this matter will be escalated and resolved as previously indicated. If it is not, I require explicit confirmation in writing. 
  

  If Groupon intends to provide no assistance in resolving this issue, I require the following:

  The legal address of Groupon, for the purpose of filing for Arbitration or seek legal counsel.
  Please treat this matter with the urgency it requires, as my next steps will depend on your timely and response.

  Be advised that I will take all necessary and appropriate measures, including but not limited to utilizing, social and mass media platforms, to publicly expose Groupon for allegedly advertising criminals, specifically scammers, and potentially more dangerous individuals, as a result of your failure to conduct proper due diligence and a clear lack of thorough vetting of your vendors, which has led to significant oversight and numerous customers, who have placed their trust in ********************** as a reputable and trustworthy company, being defrauded of substantial sums of money, amounting to thousands of dollars. To substantiate this claim, I recommend reviewing customer feedback on reputable platforms such as Yelp and other online review sites, where numerous reports regarding Veterans Air Cleaning Solutions and Groupon can be found.

  If I receive no help or remediation to my $2,000 loss from Groupon, I will pursue every available avenue to ensure that Groupon faces substantial financial and reputational consequences.

  
  

  Sincerely,
  
  ******* Simion  

  Business Response

  Date: 12/05/2024

  Hi *******,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the confusion and frustration caused by the response you received. We understand that this has been a disappointing experience for you, and we want to assure you that we take your concerns very seriously.
  
  As mentioned in our previous communication, we have processed a full refund of $59.25 for your voucher, which has been credited back to your original payment method. We understand this refund may not fully address the issue, as you mentioned a significant loss related to payments made directly to the merchant. Unfortunately, any funds paid directly to the merchant are beyond our control, and we are unable to issue refunds for those transactions. We recommend reaching out to the merchant directly to resolve this part of the issue.
  
  We understand how important this matter is to you, and we are truly sorry that your experience with us has not met the standards we aim to provide. Please know that I have passed your feedback along to our team of specialists. While they may not be able to respond to you directly, your concerns are being reviewed, and your feedback will be used to help us improve our deals and services moving forward.
  
  We also want to acknowledge the impact this situation has had on your trust in Groupon. We take your comments about due diligence and vendor vetting very seriously. Rest assured, we are constantly reviewing our partnerships and practices to ensure we are offering our customers safe, reliable services. Your experience, along with other feedback from customers like yourself, is invaluable in helping us identify areas for improvement.
  
  We understand the urgency of this matter, and again, we sincerely apologize for any inconvenience or distress this situation has caused. If theres anything further we can do to assist you, or if you need any additional clarification, please dont hesitate to reach out.
  
  Regards,
  
  ******* *********
  Manager
  Groupon Customer Support

• Initial Complaint

  Date:11/21/2024

  Type:Product 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.

  I purchased a groupon for Qleenmaids and booked directly on the phone with one of their representatives on 11/09/2024 for 11/19/2024. My booking was confirmed the same day on 11/09/2024 and a hold was placed on my credit card for the discounted price of $66.30 plus ***** deposit. My booked service ended up with a no-show and the charge remained "pending" on my credit card. I attempted to contact the company's customer service through both telephone and email with no response. I really need to know how this issue can be resolved. Thank you!

  Business Response

  Date: 11/26/2024

  Hi Ce ****,
  
  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 sincerely apologize for the inconvenience this situation has caused. After reviewing your case, I can confirm that your voucher is currently marked as "redeemed." I completely understand your concern, and I want to assure you that I have escalated your issue to our resolution team for further investigation.
  
  Please note that while we typically receive updates quickly, it can sometimes take up to 7 days as we need to conduct a thorough investigation with the merchant on the backend. I want to assure you that we are diligently working to resolve this matter as swiftly as possible.
  
  Thank you for your patience and understanding while we work on this. Should you have any further questions or concerns in the meantime, please don't hesitate to reach out.
  
  Regards,
  
  ****** *.
  Manager
  Groupon Customer Support

• Initial Complaint

  Date:11/21/2024

  Type:Product 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.

  I accidentally purchased a trip on groupon on 9/29/24. I notified customer service immediately afterwards to have the charge reversed. They were totally unwilling to help. I asked if I should take up the issue with my credit card company and they said yes. They would work with my credit card company to process the refund. My credit card company initially reversed the charge, but Groupon had them re-establish the charge. They could have easily reversed the charge but wanted to keep my money. Groupon seems to have a predatory view of its customers and only wants to siphon as much money from them as possible.

  Business Response

  Date: 11/26/2024

  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 for the frustration and disappointment this situation has caused.
  
  We have been notified that you have officially filed a dispute with your financial institution regarding this transaction. As a result, the next steps in resolving this matter will involve working directly with them to determine a satisfactory resolution.
  
  Please know that our Customer Support team is always here to assist with any questions or concerns you may have regarding your Groupons. However, once your financial institution is involved, we must allow that process to run its course.
  
  If theres anything else we can help you with in the meantime, please dont hesitate to reach out.
  
  Regards,
  
  ******* *********
  Manager
  Groupon Customer Support
  

• Initial Complaint

  Date:11/21/2024

  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.

  On 11/02 I purchased and redeemed a ****** membership card on Groupon, the coupon is supposed to give me $45 gift card, but ****** refused to give because they think I have been their member ship within the last 18 ********* I reached out to Groupon to ask for a refund but they refused, they say because its already redeemed, but I think they should reject my purchase at the beginning so I won't even be able to make the purchase, I think this is sort of seducing behavior, I need a refund.

  Business Response

  Date: 11/23/2024

  Hi Hongyu,
  
  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 understand that you are facing challenges using your voucher due to the deal restrictions, and Im truly sorry to hear that you were unable to take advantage of this offer.
  
  For your reference, our deal page includes the location and deal conditions, which specify that the voucher "Valid only for new members and those whose previous memberships (Primary and Household) have been expired for at least 18 months or more." I wanted to bring this to your attention to help prevent any issues with future purchases.
  
  Unfortunately, due to our refund policy and the nature of this particular deal, we're unable to modify, cancel, or refund the voucher after the purchase has been completed. I know this isn't the outcome you were hoping for, and I sincerely wish I could offer more flexibility in this situation.
  
  If you're unable to use the voucher yourself, you might consider sharing it with a friend or family member who could enjoy the experience, as long as the deal allows for transfers. While I understand this may not be ideal, its one way to ensure the voucher doesnt go to waste.
  
  If you have any further questions or if theres anything else I can do to help, please dont hesitate to reach out. I'm here to support you in any way I can.
  
  Regards,
  
  ****** *.
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22587200
  
  I am rejecting this response because:

  Your response was not on point, as I said in my original message, you should reject my purchase given I was disqualified from the coupon, rather than silently let the transaction happen and silently disqualify customer from the benefits of this coupon, what a scam.

  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 11/28/2024

  Hi Hongyu,
  
  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: Thank you for reaching out, and I sincerely apologize for any frustration or confusion caused by your recent experience. I completely understand how disappointing it can be when expectations aren't met, and I regret that this situation has left you feeling dissatisfied.
  
  As a universal purchase option, we are unable to set specific restrictions for individual customers when it comes to purchasing deals. This means we cannot block or restrict access to a particular deal for certain users. We strive to offer a wide variety of deals to accommodate many customers with different needs and situations.
  
  As outlined in Groupons terms and policies, which are agreed upon during the purchase process, its important that customers carefully read the deals restrictions and terms before completing their purchase. Unfortunately, this policy applies to all our deals, and in cases like yours, we are unable to modify, cancel, or refund the voucher once the transaction has been completed.
  
  I understand that this isn't the resolution you were hoping for, and I truly wish there was more flexibility I could offer. However, if you are unable to use the voucher yourself, you may want to consider sharing it with a friend or family member, as long as the deal allows for transfers.
  
  While I understand that the previous responses you have received may not have been ideal, please know that weve made every effort to assist you and have provided the best possible solution under the circumstances. If you have any questions regarding other purchases, I would be more than happy to assist. However, I regret to inform you that we are unable to assist further with this specific request, and we consider this matter resolved.
  
  Thank you for understanding!
  
  Regards,
  
  ****** *.
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22587200
  
  I am rejecting this response because:

  I think the customer agent is just trying to respond with a long message without any actual resolution, and hoping that customer just forget to respond within 7 business days, it's not going to work. You need to provide a resolution.

  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:11/21/2024

  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.

  On October 6, 2024, my family went to ******** to celebrate my daughters 13th birthday. A couple of days before arriving, I had purchased a groupon, that cost me ****** for the iconic bus tour and boat trip to see Statue of Liberty, etc. We arrived in ** very early but we were able to park our car at the hotel and take transportation into the city. The first thing we did was walk to where we would board the hop on hop off all day tour. As soon as we approached the bus, I knew it was a mistake. All the other red buses around us were full to capacity we had 11 total. When we got in the bus, it was filthy, so I was reluctant, but my daughters were really looking forward to seeing all of *** and I couldn't afford another 200 to ride another bus. We wanted to sit up top, so we had the best view and got right in the front row. When we got up top, it was so dirty, trash everywhere. We were promised headphones so he could point out the landmarks and hop off if we chose. We spent 35 minutes sitting there, waiting for other people and there were none. When we finally got on our way.... We had no headphones. We could not hear anything from the driver. Our hop on hop off button did not work. So we tried to make the best of our first journey of the day and rode the bus all the way to ************, figuring out the landmarks for ourselves. It was a pretty disappointing ride. When we got to ************, we asked which bus to board and showed them our pass for our boat trip. Two see the statue of liberty and landmarks from the water. They directed us to the wrong bus, the wrong pier, which we were told we had to run to get to and I am disabled. We get to the pier, and it's the wrong pier, We had a set time due to other reservations, so we missed our only chance to use boat trip. While it is still good until February, we do not have the means to go to ******** again Due to health issues. Groupon, despite their refund guarantee, give me a forty five dollar credit only.

  Business Response

  Date: 11/23/2024

  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 disappointment and inconvenience caused during your visit to *************. I completely understand how frustrating it must have been to encounter these challenges while trying to celebrate such a special occasion with your family.
  
  Regarding Order #********** (NYC Bus Tour): Upon review, we see that the voucher is marked as redeemed. As a gesture of apology for the inconvenience caused, we have issued 50% of the purchase price ($45) as credits to your account. Unfortunately, we are unable to process a full refund since the voucher has already been used.
  
  Rest assured, we take your feedback very seriously. Your experience has been shared with our team, and we are committed to thoroughly reviewing this merchant to ensure higher standards and prevent similar issues in the future. Your feedback is invaluable, and we will strive to improve.
  
  Regarding Order #********** (Boat Tour of Statue of Liberty): Since this voucher was not used, I have processed a full refund in the form of Groupon credits to your account. These credits are available immediately and do not expire. You can check your balance anytime from your My Groupons page. When youre ready to use your credits, simply check the box next to Apply available Groupon Bucks during checkout, and the amount will be deducted from your total.
  
  Once again, I apologize for the inconvenience you experienced, and I appreciate your understanding. If you have any further questions or concerns, please dont hesitate to reach out.
  
  Regards,
  
  ******* *********
  Manager
  Groupon Customer Support

• Initial Complaint

  Date:11/19/2024

  Type:Product 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.

  On Thursday 11/14/2024 I purchased a Groupon for an oil change and tire rotation at CarX in the amount of $27.99.I arrive at the location of the CarX on Friday 11/15/2024 for the oil change. The person that worked the desk at CarX got my Groupon information for my oil change and proceeds to tell me that "his system would not allow him to give me an oil change for the type of oil that is on the Groupon". He told me it would only allow him to put it in for the amount of a more expensive oil and I would have to pay the difference (a set up it you ask me). He quoted me ***** for the difference. Absolutely not. I called Groupon so that they can refund my money and they do not have a customer service line to speak with anyone and only have a chat option. I go through the app and I chat with an agent. The agent proceeds to tell me that they will have to escalate my refund request because it is non-refundable but once they escalate it, I would hear from the escalation team within ***** hours and gave me a case # ********. I go to another place to get my oil change and had to spend extra money while waiting on the refund that I was told that I would be getting because I desperately needed an oil change. I got a response later on that day telling me that the location is open for business and for me to take my car back up there for my oil change. Never acknowledging my refund request and none of my complaint whatsoever. I replied back to the email explaining that CarX is not able to complete what I paid for and is trying to charge me ***** more, I no longer need the oil change and to please refund my money. The email exchange was on 11/15/2024 and they have yet to respond.I went back on the Groupon app on 11/16/2024 and chatted with another agent and explained to that agent my issue and explained that no one called me back. That agent assured me that she escalated it to a higher escalation team. I have not heard from or gotten a response back at all.

  Business Response

  Date: 11/22/2024

  Hi Nzinga,
  
  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 sincerely apologize for the inconvenience youve faced with your recent Groupon purchase. I understand your frustration, and I appreciate your patience as we work to resolve this matter.
  
  Upon reviewing your case, I can see that our customer support team has already addressed the issue and collected the necessary information from you, including the date the voucher was redeemed, which you confirmed as Friday, 11/15/2024.
  
  Rest assured, the issue has now been escalated to the concerned team, who will be reaching out to the merchant to resolve the matter. They will follow up with you directly to provide an update on your refund request.
  
  We kindly ask for your continued patience and understanding as we work through this process.
  
  If you have any further questions or concerns in the meantime, please dont hesitate to reach out.
  
  Thank you again for your understanding!
  
  Regards,
  
  ****** *.
  Manager
  Groupon Customer Support

• Initial Complaint

  Date:11/19/2024

  Type:Product 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.

  I purchased a Groupon for a massage on 11/14, and the charge is registered in my bank account. However, the coupon never arrived. There is no email from Groupon or coupon listed in my Groupon account. There is no way to contact anyone. There does not exist a phone number, nor email, nor live chat. Since the coupon doesn't show up in my account, and ********************** doesn't recognize this purchase, I have no way of proceeding. This is a fatal flaw in the system, or maybe designed to be that way so people buy coupons for services they'll never receive without recourse?!?! I have purchased Groupons before without issue, and I even understand glitches, but there is NO WAY for me to get this resolved, and I realize that this company cannot be trusted.

  Business Response

  Date: 11/22/2024

  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 and frustration youve encountered regarding your recent Groupon purchase for a massage, dated 11/14. Your experience is certainly not what we want for our customers, and I understand how upsetting it is not to have your purchase reflected in your account.
  
  We truly appreciate your patience and previous positive experiences with us, and we are committed to resolving this issue for you. While I understand that you may prefer phone support, I regret to inform you that we currently do not offer this service. However, our customer support team is available 24/7 to assist you through chat and email. You can find the contact options at this link: [******************************************]
  
  Upon reviewing your situation, we were unable to locate the purchase associated with the email address ******************* To help us better assist you, I have sent a direct email requesting additional information about your purchase. This information is crucial for us to locate and verify your order accurately, and I kindly ask you to provide the requested details at your earliest convenience.
  
  We are committed to resolving this issue for you as promptly as possible. Thank you for your understanding and cooperation.
  
  Regards,
  
  ******* *********
  Manager
  Groupon Customer Support

• Initial Complaint

  Date:11/19/2024

  Type:Product 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.

  Groupon has started implementing an unethical and unacceptable policy by failing to refund the cost of unused deals as Bucks. They have unfairly taken $100 that I paid for a total of 3 deals. I emailed customer service requesting the amount charged to my credit card to be issued as Groupon credit (Groupon Bucks), but they denied my request. They unfairly take people's money by claiming it's 'policy' to charge customers for deals they never even used.

  Business Response

  Date: 11/26/2024

  Hello Customer,
  
  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 contacting us regarding your expired vouchers. We truly value your feedback and appreciate the opportunity to address your concerns.
  After reviewing your request for a refund in Groupon Bucks, we regret to inform you that, per our policy, we cannot convert expired vouchers into Bucks. However, please rest assured that the amount you paid for these vouchers is still valid and can be redeemed with the merchant.
  
  Although the promotional value of the vouchers has expired, the amount you paid is still valid. You can show the vouchers to the merchant, and they will honor the paid value.
  Wed also like to clarify that a refund was issued for order #********** (****************: One Express Wash at MMM SUDS) only because the merchant is no longer responsive.
  
  If you need any guidance on how to use the paid value of your vouchers or require assistance contacting the merchant, please let us know, and well be happy to assist you further.
  
  We appreciate your understanding and sincerely apologize for any inconvenience this may have caused. Your satisfaction remains important to us, and we hope this clarifies how you can still make use of your vouchers.
  
  Thank you for your understanding.
  
  Regards,
  
  ********
  Manager

• Initial Complaint

  Date:11/19/2024

  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.

  On 11/07/24 I purchased a Cozy Maid Groupon for a 6 hour cleaning. I tried to schedule the cleaning right away because I needed it done by 11/17. The soonest I could get a cleaner confirmed was for 11/15. The cleaner and I messaged and confirmed the appointment. I took the day off and prepared for the cleaner to arrive by 9 am as agreed. At 10 am I began reaching out asking if theyre still coming. ****** research about the company revealed that this is very common for them - cleaners not showing up and not responding. There were hundreds and hundreds of same experiences that were followed by terrible customer service from **********************. Hours went by without a response from the cleaner, so I contacted Groupon for a cancellation and refund. I lost an entire day of work, didnt get my home cleaned before my guests arrived and wasted tremendous time trying to resolve this. But Groupon still refused to return my money to my credit card. **************** instructed me to work with the merchant. Cozy maid has sent me a message lying about what happened with my cleaner and then several strange ones addressing me as mom and attempting to reschedule, but then again stopped responding when it mattered. Eventually their customer service gave me the option to get a full refund and I followed the instructions. Last step was to have Groupon process the refund. I again contacted Groupon customer service. Another terrible interaction which ended with the agent saying they can only credit Groupon bucks. I dont want Groupon bucks. Based on this experience I do not plan on ever buying anything from Groupon again. Groupon continuing to sell this companys services makes them complicit in this scam.

  Business Response

  Date: 11/24/2024

  Hello Victoria
  
  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 sincerely apologize for the frustration and inconvenience you encountered regarding your recent Cozy Maid booking, as well as the confusion surrounding your refund request.
  
  After reviewing your case, I understand the inconvenience caused by the cleaner's no-show and the difficulty in obtaining a proper resolution. We regret that your experience fell short of the high standards we aim to provide, and I apologize for any miscommunication or delays you encountered.
  
  We understand the frustration caused by our initial direction to contact the merchant, and we apologize for any inconvenience this may have caused. In light of the circumstances, we've issued a full refund to your original form of payment. You'll receive a separate automated email message to confirm this as well. Please note that while we issue all refunds immediately, it may take your financial institution a few days to post the credit to your statement.
  
  Please rest assured that your satisfaction is our top priority, and we are dedicated to resolving this matter to your complete satisfaction.
  
  Should you have any further questions or need assistance, please dont hesitate to reach out to us.
  
  
  Regards,
  
  ********
  Manager
  Groupon Customer Support