Business Profile

Ecommerce

Groupon, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,857 total complaints in the last 3 years.
1,327 complaints closed in the last 12 months.

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Submit a Complaint

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:08/27/2024
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 august 26, I purchased the membership for ******* The amount was $60. I had a $45 credit that i wanted to use. I went through the purchasing process and it did not use my credit. I looked back and it had no options to use it. I feel it should have automatically applied it or an option to use it. The company basically said too bad, once you purchase something you cant undo it and use the credit.I feel the company is doing this on purpose so it can hold on to people's money and in hopes they lose it or forget about it. I feel this a theft by deception.I want that $45 returned or used for that purchase.
Business Response
Date: 09/03/2024
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 Groupon.com.

Regarding your complaint: I hope this message finds you well. I want to sincerely apologize for the inconvenience you experienced with your recent ****** membership purchase. I understand how frustrating it must be to feel that your credit wasn't applied as expected.

Once an order is placed, we unfortunately cannot make any changes to it, including modifications to the items, payment methods, or other order details. We understand this can be disappointing, especially if you intended to use your Groupon credits.

To clarify, Groupon credits should be available in your account immediately after they are issued. During the checkout process, you have the option to apply your credits to your purchase or save them for a future transaction. Additionally, you can combine Groupon credits with promo codes and other discounts, provided you are logged in to the account where the credits are held.

Please note that while Groupon credits can be used for most deals, they cannot be applied to gift cards or any deals where the use of credits is prohibited in the Fine Print.

You can check your Groupon credits balance and view your transaction history by visiting www.groupon.com/mybucks. Alternatively, you can access this information through the My Groupons page on our website or mobile app.

We appreciate your understanding and are here to assist you with any further questions or concerns you may have. Thank you for your patience.

Regards,

*********************************
Manager
Groupon Customer Support
Customer Answer
Date: 09/05/2024

Complaint: 22203104

I am rejecting this response because: As you said, I should have chosen the option to use the credit, however there was no option to use the credit. If there was, i would have used it. Maybe there is a problem with the program.

Sincerely,

***********************
Business Response
Date: 09/07/2024
Hi ******,

Thank you for reaching out and providing your feedback. I sincerely apologize for any inconvenience youve experienced with using your credit.

We understand that you were unable to find the option to apply your credit during your order. We are sorry for any confusion this may have caused.

As previously mentioned, once an order is placed, we unfortunately cannot make any changes to it, including modifications to the items, payment methods, or other order details. However, we encourage you to use your available credits for any future purchases on our website.

We appreciate your understanding and patience. Should you have any further questions or need assistance please feel free to contact us.

Regards,

*********************************
Manager
Groupon Customer Support
Customer Answer
Date: 09/10/2024

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,

***********************
Initial Complaint
Date:08/27/2024
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.
I purchased a Groupon for a discount on food at a merchant. When I arrived at the merchant, they accepted my Groupon then attempted to charge me extra. I refused to pay the extra as the Groupon covered everything ordered. The merchant refused to give me my food. I asked for a refund for the $40 Groupon they accepted and they stated they could not refund me because it was a third party. They said I had to reach out to Groupon. I left with no food and no refund. I contacted Groupon who denied me a refund but did not provide a reason why. I have attempted to follow-up but Groupon is not responding. I am seeking a $40 Groupon refund. Email correspondence is attached.
Business Response
Date: 08/29/2024
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 Groupon.com. I apologize for the trouble.

Regarding your complaint: I understand your concern regarding this order #********** - $40 Worth of Mexican Food for Four at ***********. I am sorry for the experience you had faced with this order.

Upon checking, I could see that your request has been already escalated to concerned team and when checked with the merchant they did not mention the exact reason for charging you extra and denied your refund request.

To make this situation right, I have issued the actual amount you paid towards this order "$18.36" to your Groupon credits as a refund. The amount paid for this order is not $40, please verify your bank statements. The amount paid for the order is $18.36.

The credit is available to spend immediately and will never expire against almost anything on our site. You can see your available credit in the top-right corner of your My Groupons page, where it says 'Groupon Credits balance'.

When you're ready to use your Credits, make sure they apply to your purchase at checkout. Just check the box next to Apply available Groupon Bucks under Payment Method, and the number of Credits in your account will be deducted from your total.

Thank you for understanding!

Regards,
****************
Manager
Groupon Customer Support
Initial Complaint
Date:08/26/2024
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.
The following is a chat with the business on the very same day of purchase:---Hi *******************,It was great chatting with you. Please find the chat transcript below:Chat Started: Monday, August 26, 2024, 13:11:05 (-0700)Chat Origin: NA CS Agent *********** ( 8s ) ********* K: Your chat may be monitored and recorded for quality and training purposes.Hi Junho, welcome to Groupon ****************** My name is *********, how can I help you today?( 56s ) ***********: I apologize for the inconvenience you've experienced.( 1m 2s ) Junho: Hello, I bought two vouchers for ***************** but they're closed most of this week and next week in the days I can attend. I'd like to request a refund neither voucher is opened yet.( 1m 27s ) ***********: Are you referring to Single Day Admission Ticket: Valid through 9/08/2024 at *************************************** 1m 33s ) Junho: Yes ( 1m 52s ) ********* K: I suggest you to redeem the voucher when they are available.( 2m 5s ) Junho: I just said I can't ( 2m 12s ) ***********: I understand your desire to receive a refund, and I appreciate you bringing this to our attention.( 2m 14s ) ***********: I have reviewed your request for the purchase made on 08/26/2024 , but unfortunately, I will not be able to issue a refund due to the nature of the deal being a Final Sale. This means that once the purchase is made, we pay the merchant for the voucher, and this condition was set by the partner when they agreed to feature the deal on our site.( 2m 14s ) ********* K: As the event deals are considered final sale, I am unable to approve a refund in this situation. However, please know that we are in close contact with all of our partners and their venues. If the event is rescheduled or cancelled, we will reach out to you and all other impacted customers at that time.Please find the case number for your reference - ******** Thanks,Groupon Customer Support ---I don't understand why they won't refund on same day purchase.
Business Response
Date: 08/28/2024
Hi Junho,

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 Groupon.com. I apologize for the trouble.

Regarding your complaint: Thank you for contacting us regarding your vouchers for ******************

I understand your concern about the park being closed for most of this week and next week, which affects your ability to use the vouchers during your available days.

As a business, we are dedicated to supporting both our merchants and customers. Since the deal is categorized as "Final Sale" by the merchant, we typically cannot cancel or refund such deals without their approval. Additionally, the vouchers can only be used based on the merchants availability.

However, in consideration of your situation and as an exception, I am pleased to offer you a full refund in the form of Groupon credits. Groupon credits are easy to use and do not expire, allowing you to apply them towards any purchase on Groupon.com. We frequently offer similar deals, so there may be another opportunity to enjoy a similar experience in the future.

If youd like me to go ahead and apply for the credit, just let me know by replying to this email.

Thank you for your understanding and patience.

Regards,
****************
Manager
Groupon Customer Support
Customer Answer
Date: 08/30/2024

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*** as long as the credits that are being exchanged do not expire. Thank you.

Sincerely,

*******************
Initial Complaint
Date:08/26/2024
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.
Hello, I have attempted to reach out to Groupon to request a refund on a purchase made for several days now via their email link on their website, I sent an inquiry 3 times, no response and the link doesnt appear to work. I followed up with an email a few days later and was redirected to their app, the option for my refund request isnt available and therefore it keeps booting me out of customer support. I am experiencing a lot of acne break outs and due to the heat of the machine, if treated it could worsen my hyperpigmentation. It is recommended I treat my acne first before attempting to do any RF, microneedling or heated treatments on my face. I will need a refund of this item due to the treatment not being suited for my skin type and condition.
Business Response
Date: 08/28/2024
Hi Judit,

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 Groupon.com. I apologize for the trouble.

Regarding your complaint: I understand that you are requesting a refund for your order #**********, which is for one Full Face Lift Morpheus8 Skin-Tightening Session at 7QSPA.

Given your current experience with significant acne breakouts and concerns that the heat from the treatment could exacerbate your hyperpigmentation, it is advisable to avoid such treatments at this time. Im sorry to hear about your situation, and I hope you take care of your health.

Considering the circumstances I'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.

If you have any further questions or need additional assistance, please do not hesitate to reach out.

Thank you for your understanding, and take care.

Regards,
****************
Manager
Groupon Customer Support
Initial Complaint
Date:08/26/2024
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.
I purchases 2 groupons for a Chucky Cheese in ******, ** to find that business has closed down Aug 13. I contact Groupon the same day to be told I should hear back and should receive a refund in about 7 days. 10 days later with no email or refund, I contact them again to have another *** tell me 48 hours to get a response from the closes business. Now on Aug 26th and I contact Groupon for the 3rd time on this issue for the person to tell me the same thing as the person on Aug 13. I explained I already did this 1st step on Aug 13 and all they could tell me is look for an email in another 7 days. Basically, I'm getting a run around on a refund well deserved as they sold me 2 Groupons to a business that no longer exists. I have asked for management and this *** would not give me any more information. The worst part is this was for a nonprofit helping children living in ****************** and Groupon to do this is horrible.
Business Response
Date: 08/28/2024
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 Groupon.com.

Regarding your complaint: I hope this message finds you well. I am writing to sincerely apologize for the delay and inconvenience you have experienced regarding your refund request for the Groupons purchased for ************** Cheese. We understand how frustrating this situation must be, especially given the unexpected closure of the business.

Please be assured that we have escalated your issue to the appropriate team for further investigation. They are currently working diligently to address the matter, and we are actively following up to expedite the resolution. Rest assured, we will keep you updated on any progress and will promptly notify you via email once we have further information.

We greatly appreciate your patience and understanding as we work to resolve this issue. If you have any additional questions or need further assistance, please do not hesitate to reach out to us.

Thank you for your continued patience.

Regards,

*********************************
Manager
Groupon Customer Support
Customer Answer
Date: 08/29/2024

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,

***********************
Initial Complaint
Date:08/25/2024
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 have $260 in "Groupon Bucks", credit given since Groupon won't give an actual refund. I tried to make a purchase of about $134 last night and repeatedly got error messages saying I needed to change my payment method. My order didn't require payment as it should have all used my Groupon Bucks. It's impossible to reach anyone in customer service aside from a chat line that is essentially an answering service in that they can't fix any problems. They have to "escalate" the issue and say someone will get back to me via email at some point. I have searched ****** and see that this is a well known issue with Groupon, lots of complaints posted about it. If I'm not able to use my "Groupon bucks" then they need to refund me my $260 To my card on file. This is essentially them stealing from their clients. Can you imagine if Amazon gave customers credit but then didn't allow them to use it?
Business Response
Date: 08/28/2024
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 Groupon.com. I apologize for the trouble.

Regarding your complaint: We regret to inform you that there was a complication with your recent transaction. We're doing everything in our power to improve our system so that we can avoid complications like this in the future and make sure your orders process smoothly.

I have escalated your query to our technical team and they have now re-evaluated this process once again. Now, I request you to try adding valid card details at checkout. However, if you choose the payment option "Groupon credits", only the amount from Groupon credits will be deducted, we are asking you to add valid card details just for verification purposes.

We kindly ask you to attempt the order once more using an alternative payment method. At this time, I recommend trying your purchase again.

I have removed all precautions that have been preventing you from placing this order.

Let me know if there is anything else I can do to help.

Thank you for understanding!

Regards,

****************
Manager
Groupon Customer Support
Initial Complaint
Date:08/25/2024
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.
I purchased a Groupon on or about August 21 for a whale watch. Later that week, I discovered that I could not make it on the date that I purchased it for, so I needed to cancel the Groupon. However, when I went into "My Stuff" to find that Groupon in order to cancel, I discovered that it was missing. I also noticed that the email address listed for me was NOT my email address, which led me to believe that my account was hacked, and someone stole that Groupon. When I tried to explain this to customer service- if you can call it that (no phone number to contact)- I was told that there was nothing they could do and only apologized for my inconvenience. I tried to explain that I was trying to comply with their policy of canceling within 3 days for a refund, but I couldn't because I was not able to see that Groupon, due to it being stolen. They obviously have my order number and my name, as well as the email under which I ordered it, but they still refused to issue a refund. I should add that they did email me a voucher for that Groupon but, as I explained to them, I still could not cancel through that voucher. I am just trying to get a refund in good faith (ie, per their policy) due to personal circumstance that arose. Thank you for any assistance you can provide.
Business Response
Date: 08/28/2024
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 Groupon.com.

Regarding your complaint: I hope this message finds you well. First and foremost, I want to sincerely apologize for the inconvenience and frustration you've experienced. We understand how important it is to address such concerns promptly and effectively.

After reviewing your case, I can confirm that we did send an email on August 24, 2024, detailing your refund options. It appears you might have missed this email, so I have sent you a direct email with clear instructions on how to process your refund.

Please check your inbox for this new email. If you encounter any issues or have further questions, do not hesitate to reply to that email, and I will be more than happy to assist you further.

Thank you for your patience and understanding.

Regards,

*********************************
Manager
Groupon Customer Support
Initial Complaint
Date:08/25/2024
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.
I requested a refund from my voucher I pay $50 each ticket cost 12.50$ when I went to the movie theater the voucher dont work said error said only have $1.50 and Im not longer eligible for the refund when I send evidence and I wait more the 2 months for a solution the movie theater told me to get in touch with Groupon . I spoke with a lot representative they told me someone will get in touch with by email and spoke with a supervisor name ********* ) he told me I need to wait 7 day to conduct a investigation. After this another agent send a email told how to renew my voucher I told them the voucher not working said only have amount of 1.50$ I tired of wait I feel they steal my money and im not getting not solution I ready call my bank they told my back they ready provide a voucher and my bank close the dispute I so frustrating I need Groupon to give a solution please . Cause the voucher is at app and I pay for my service by the law I suppose get a solution.
Business Response
Date: 08/28/2024
Hello Arianny,

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 Groupon.com.

Regarding your complaint: I apologize for any trouble encountered with this purchase.

I reviewed the transaction details and it looks like you still have a pending dispute against this transaction. We have not received a notice to close the dispute from your financial institute.

We're unable to make any direct changes to this transaction apart from the dispute. It will be handled directly through your financial institute.

Thank you for your understanding.

Regards,

Harish
Manager
Groupon Customer Support
Customer Answer
Date: 09/11/2024

Complaint: 22193013

I am rejecting this response because: attached

Sincerely,

Arianny *****
Business Response
Date: 09/23/2024
Hello Arianny,

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 apologize for any trouble encountered with this purchase.

I wanted to inform you that your refund has been successfully processed.

Shortly after the refund was issued, you should have received an email confirmation. If you haven't seen it in your inbox, I recommend checking your spam folder to ensure our emails aren't being filtered there.

I would like to bring your attention to a couple of important points:

Refunds issued to a credit or debit card will appear as a refund from Groupon, Inc. However, please note that it may take a few days for your bank to process and post the funds to your account.

Thank you for your understanding.

Regards,

Harish
Manager
Groupon Customer Support
Initial Complaint
Date:08/23/2024
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.
We purchased what we thought was an all inclusive vacation package. We confirmed with a few Groupon employees that that was the case. We arrived at the hotel and learned we were not all inclusive. When asked if we could pay to upgrade to all inclusive the price was higher than advertised rate on hotels.com. We asked the front desk about this, and they were unable to provide response. Note.. the rate they gave us which was more did not take our Groupon into account. We asked for additional clarification but were unable to get any. We departed the hotel and checked into an alternate accommodation. We have been working with Groupon trying to get a refund but I went in circles for a while, now they just stopped responding to me. I contacted the resort and spoke to management, asking if the money can be used for future travel. They advised they have received no money from Groupon so they are unable to provide any type of voucher.
Business Response
Date: 08/28/2024
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 Groupon.com.

Regarding your complaint: I apologize for any trouble you encountered with this reservation.

I reviewed your account and found a booking for "***************************** & Spa" in the amount of $1,268.78. This booking was made on 05/31/2024. I hope this is the reservation you're referring to.

Upon checking our records, I see that you had contacted us on the same day of purchase to request your cancellation. Our team had responded within 24 hours with your refund link, so your reservation was successfully cancelled and refunded on June 01.

I'm unable to locate any other contacts from your email regarding any pre-purchase inquiries about the confirmation of the deal inclusions, or any contacts regarding your visit to the hotel and subsequent departure for a different property after unsuccessful attempt to upgrade.

If you have a different Groupon account with another email address where you might have purchased a second booking for this hotel, please do let me know. That other reservation might be the one you're referring to. Once we have the correct order details, we will be able to review it for you.

Thank you for your understanding.

Regards,

Harish
Manager
Groupon Customer Support
Customer Answer
Date: 08/29/2024

Complaint: 22189304

I am rejecting this response because: I made the purchase twice. We purchased the first time, realized we used the wrong credit card and booked again.

I am attaching several documents and or screen shots.

I have attached two screen shots of conversations with Groupon staff advising me we purchased all inclusive.

One photo of the name of front staff we talked with at the hotel.

A print out of the conversation I had with hotel staff advising me they have collected no money from Groupon, would be able to give me a voucher for future travel or a refund.

I have many documents of the email thread with Groupon but since I talked to different staff each time those conversations are incredibly redundant those emails would serve no purpose.

Sincerely,

***************************
Business Response
Date: 09/03/2024
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 Groupon.com.

Regarding your complaint: Thank you for getting back,

I checked the provided details and found the second booking under a different account. This other account is registered with different name.

To resolve this, could you please ask the account holder to sign in to their account and contact us? Once we hear from them, we will be able to assist with this issue promptly.

Please rest assured that as a security measure, we never make any changes to an account or share purchase details without the account holder's consent.

Thank you for your understanding. If you have any further questions or need assistance, please don't hesitate to let me know.

Regards,

Harish
Manager
Groupon Customer Support
Customer Answer
Date: 09/04/2024

Complaint: 22189304

I am rejecting this response because: Groupon asked me to respond to them from my other account. I have responded to them from my *** account. I booked this reservation under ******************* and the user name is ***************************.

Sincerely,

***************************
Business Response
Date: 09/10/2024
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 Groupon.com.

Regarding your complaint: Thank you for getting back.

Please note that the usernames on the Groupon accounts registered with these two email addresses are different, so we're unable to consider this as the same user.

If you have already written to our support team from the correct email address, one of our agents will get in touch with you shortly.

In the meantime, if you need help with any order purchased with *********************** please do let us know.

Regards,

Harish
Manager
Groupon Customer Support
Initial Complaint
Date:08/23/2024
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 coupon on August 16, 2024 for a spa package at *************************. The Groupon coupon cost $179.10 and was supposed to include The following four items for two people: High Tea for Two, A couples massage, an hour in in a rooftop hot tub, and a tour of the castle. I placed a call to ************************* and scheduled our package for Sunday, August 18, 2024 for me and my daughter. When they scheduled me, they asked for my credit card number and explained that they had to charge $35.46 in taxes. Later, when I checked my credit card statement, I found out that in addition to the additional $35.46, they had also charged another $51.93 with no explanation for what this was for. When I called to ask about it, the call ran to voice mail. I left a message and no one called me back. I also sent a message to their management on their website and no one got back to me about it. Furthermore, when we went to receive our spa package on Sunday, their hot tub was malfunctioning and the water was cool. They did not know how to fix the tub and directed us to use a different outdoor pool that had water on one side that was lukewarm and water that was too hot to use on the other. So we really did not get a good hot tub experience. in addition, we were told they were short staffed so we had to conduct our own tour using their app on our phone instead of given a tour by a person. During our massage, other customers touring the castle walked in on us twice, and the second time one of the massage therapists yelled at them. The only really nice thing about this package was the High Tea. I felt it was unfair that I was charged $50 extra while receiving less than what had been advertised on the Groupon website. I was also unhappy that nobody called me back or responded to my message on their website.
Business Response
Date: 08/28/2024
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 Groupon.com.

Regarding your complaint: 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.

To help make up for the trouble, I've just issued $30 in Groupon Bucks to your account. These Bucks are available immediately and are available for 180 days. You can check your balance any time from your My Groupons page.

Regarding the additional $51.93 charged directly by the merchant, could you please share a copy of the receipt so we can review it further?

I look forward to your reply so we can sort this out for you.

Regards,

Harish
Manager
Groupon Customer Support
Customer Answer
Date: 08/29/2024

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.
I unfortunately was never given a receipt for my payment. I am OK for you to close the case at this time. Thank you again for reviewing the situation.

Sincerely,

*************************

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