Business Profile

Ecommerce

Groupon, Inc.

Headquarters

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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

3,855 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:08/07/2024
Type:Customer Service 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.
All of my Groupons and associated charges linked with my account have DISAPPEARED. WTF is going on? Is this a scam? Has there been fraud? Do you just delete your customers charges and history of ********************** services without communicating and pretend like nothing happened? I have no transaction numbers to reference because you have deleted them, included used, expired, and available. It as if my account has been wiped clean!! All of my emails from Groupon on 7/29/24 are coded very oddly and not real, thats the only thing I have left now. Seems I am not the only customer with this issue. The app is entirely unhelpful The customer service link does not work to even get ahold of someone. After 15 years, I will never use Groupon again!
Business Response
Date: 08/09/2024
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 hope this message finds you well. I want to extend my sincerest apologies for the inconvenience youve experienced. I understand that you are currently unable to view any orders or transactions associated with your original account.

After reviewing the details and searching the account using the email address ********************************** I regret to inform you that I could not locate any orders. Please rest assured that I am committed to resolving this issue for you.

In this situation, to locate your actual account, we have requested some information directly to you via email from Groupon.com. Please provide the information of any orders you have previously purchased on your original account. With that data, we will be able to find it out.

Thank you for your patience and understanding. I look forward to your response so we can resolve this matter promptly.

Regards,

****************
Manager
Groupon Customer Support
Initial Complaint
Date:08/07/2024
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 July 26 I purchased an offer of two nights at the ******************* in ************, *******I was charged $187.56. I thought I'd been overcharged so I contacted Groupon online via chat. I was told that I'd been charged $45 occupancy fee. That fee was not listed in the advertisement , (see listing below) I wasn't told about it and didn't agree to it. I asked for the $45 refund but was refused. I was told that my only options were to keep the offer and accept the price or get a refund. I want to keep the offer but insist that that hidden charge should be refunded. Below is the entire text of the offer and my receipt. Neither shows an occupancy charge. " The ***************** Stay at The ***************** in *************, ** Purchased on July 26, 2024Item # ********** Fine Print 72-hour cancellation notice required prior to check-in or reservation is non-refundable; reservations made within cancellation window are non-refundable. No-shows will be charged total Groupon rate. Traveler name must match ID at time of check-in. No refunds will be processed by Groupon after check-in. Must be 21+ to check in. Credit card required at check-in. All prices and charges listed in US Dollars. Purchases are in US Dollars. Foreign exchange fee may apply. C$100 security deposit paid at check-in. Rates may vary by date and are subject to availability. Dates cannot be changed once booked; valid only for night(s) purchased. "Order Summary Qty1 Unit Price$167.98 Groupon Bucks--$25.50 Order Total$167.98 Groupon Bucks-$25.50 Groupon Bucks-$25.50 **** $187.56 Note from ****: I was told that the first payment attempt failed, and that's why the Groupon bucks appear twice but that one was refunded. $187.56 was the final amount, including the undisclosed $45 occupancy tax.
Business Response
Date: 08/08/2024
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 order.

It looks like there is some confusion with the $45.08 charge on your order. It is a fee, but taxes.

Tax amount cannot be included on the offer page as it will depend on your order total. You will always receive your total transaction details at checking, including the tax amount before confirming your order.

I've included an example screenshot of the transaction details as they're presented at checkout. As you will see, the the tax amount and the total to be paid by the customers is indicated above the "Place Order" button.

Unfortunately, we're unable to refund any taxes charged on an order.

Thank you for your understanding.

Regards,

Harish
Manager
Groupon Customer Support
Customer Answer
Date: 08/10/2024

Complaint: 22104714

I am rejecting this response because:
The $45 occupancy fee isn't mentioned in the ad or shown on my receipt.This amount is hidden from the public, and only tacked on after the supposedly final total.
The manager, ******, claims that the $45 occupancy fee can't be shown because that charge depends on the number of nights.
I agree that final amount of this fee is dependent upon how many nights are purchased. But the occupancy fee per night can and should be shown in the ad so that the customer knows in advance what to expect, instead of hiding it and adding it after the customer has been given the final total. Global travel sites show all fees in advance, so the customer is aware that there will be additional fees. And even after I complained, no one told me if the $45 was the total charge per stay of any length and any number of people, or the total for two nights stay @ $22.90/night for one person - or any other combination.
I was given three different amounts as a final total. The first was on my online receipt (pasted into my original complaint along with the ad for the promotional offer I was accepting). That amount was $167.80. Then I received email from ********, the person I originally chatted with about the problem (see below) who says the charge was $213.08. But my bank record shows I was charged $187.56.
------------------------------------------
Groupon bucks are discounts which should be subtracted from the total charges. Instead, ******** adds the $25.50 Groupon bucks instead of subtracting them.
From: Customer Support Case <********************************************************************>
Sent: Wednesday, August 7, 2024 2:08 AM
To: ******************* <*******************>
Subject: Incorrect charges? [ ref:!00D800Khmy.!500Uj0FDWEL:ref ]

Hi ****,
I apologize for the disconnection earlier. I understand that your issue was not resolved, and I would like to continue assisting you through email.

Once again, I'm sorry for any confusion you had with the charges. I'd like to confirm that you have charged a total of $213.08 from which $142.48 from your credit card + $45.08 occupancy tax from your credit card+ $25.50 your bucks = $213.06.

I hope this clears things up. Thank you for your understanding. Please let me know if you have any questions or if I can be of further assistance.
Best regards,
********.
Groupon Customer Support
-------------------------------------------

The Groupon ad was deceptive. The hotel stay is presented for a specific price, but then hidden charges are added. Also, employees clearly don't follow the same procedures because they don't agree on how to process an order or the amount of the charges.
******** claims I can't get a refund because the occupancy fee is a tax. But the type of charge doesn't matter. The fact remains that Groupon is misleading customers by presenting an offer at a set price, then adding a fee that the customer wasn't told about, then refusing to refund the fee with the baseless reason that it's a tax.
I should receive the $45 refund because Groupon is wrong in its practices . Also, that ad and similar travel deals should follow the good practices of other sites by clearly listing all charges in the ad.

Sincerely,

*************************
Business Response
Date: 08/13/2024
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 the continued confusion with this.

As discussed previously, this is not a fee, but tax. Tax cannot be included as a fixed amount in the deal details. Hotel booking rates vary based on several factors, due to which each night can cost a different amount.

The tax will be proportional to the booking rate for the date selected, and that cannot be added as a common amount for all dates.

Unfortunately, we're unable to refund any taxes charged on an order.

Thank you for your understanding.

Regards,

Harish
Manager
Groupon Customer Support
Initial Complaint
Date:08/05/2024
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.
Ive been trying to get my money refunded ($35.70) because the Groupon vendor isnt returning my emails in an attempt to make (2) pedicure appointments. Groupon has only refunded me $35.70 of my $71.40 purchase. The phone number that my Apple Card shows is no longer in service. Groupon is supposed to reply to my recent Internet Chat with an email, but has yet to do so since 7/20/24. Their customer service support leaves a lot to be desired and needs restructuring. One of the receipts shows redeemed, but neither was redeemed because the vendor never returned my emails to make the appointments.
Business Response
Date: 08/09/2024
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 apologize for any inconvenience youve experienced with our chat support. I understand its essential to maintain a personal connection with customers. Thank you for bringing this to our attention!

I understand that you encountered difficulties redeeming your vouchers, "VS-5CNF-49GT-Y9RF-NKMF" and "VS-WY6G-7LL5-7ZPM-XJCK," due to the Merchant being uncontactable.

Upon reviewing the situation, I found that our team successfully processed a refund for the voucher "VS-5CNF-49GT-Y9RF-NKMF." However, it appears that the refund for the second voucher, "VS-WY6G-7LL5-7ZPM-XJCK," was unfortunately missed.

I apologize for any inconvenience this may have caused. To rectify this, I have now processed a full refund for the voucher "VS-WY6G-7LL5-7ZPM-XJCK" to your original form of payment. 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.

Thank you for your understanding and patience. If you have any further questions or need additional assistance, please feel free to reach out.

Regards,
****************
Manager
Groupon Customer Support
Customer Answer
Date: 08/20/2024
Complaint: 22096962

I am rejecting this response because: I haven't replied to your email because I havent seen the $35.70 Groupon refund for the pedicure voucher that was never used due to the merchant not responding to my attempts to make (2) appointments. I received one refund, but have yet to see the other one.

Sincerely,

*******************************;
Business Response
Date: 08/22/2024
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 Groupon.com. I apologize for the trouble.

Regarding your complaint: I am really sorry for the experience you faced with us. I understand that you encountered difficulties redeeming your vouchers, "VS-5CNF-49GT-Y9RF-NKMF" and "VS-WY6G-7LL5-7ZPM-XJCK," due to the Merchant being uncontactable.

Upon reviewing the situation, we have already processed a refund for your both vouchers to your original form of payment.

Ive provided more specific instructions in my direct email to you. If you have any additional questions, please reply to me there.

Once again, I am deeply sorry for the distress this situation has caused you, and I appreciate your understanding and patience.

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

Regards,

****************
Manager
Groupon Customer Support
Customer Answer
Date: 08/23/2024

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.
Thank you for resolving the matter of my receiving the proper credit for both of the Groupon vouchers that were never used. I appreciate the time and effort that was put into getting me my refunds. I also appreciate that my 2nd refund case was reopened due to it not being resolved due to the confusion of the first case being resolved.

Sincerely,

***********************************
Initial Complaint
Date:08/05/2024
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.
Yesterday August 4, I purchased two $50 game cards from Groupon for the price of 35 each at the end of purchase I accidentally put in the wrong email so I never received the voucher which caused me to have to buy it again. I tried to get in contact with Groupon customer service so I can get my first payment back, but theres literally no way to get in contact with them
Business Response
Date: 08/07/2024
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 hope this message finds you well. I understand the issue youve encountered with receiving your voucher due to an incorrect email address.

To assist you further and locate the voucher in question, Ive sent an email to you directly. Please check your inbox (and possibly your spam/junk folder) for this email.

I kindly request you to respond to that email with any additional details you may have. This will help us address your concern more efficiently.

If you need any further assistance, please let me know, and I will be happy to help.

Regards,
*********************************
Manager
Groupon Customer Support
Initial Complaint
Date:08/05/2024
Type:Customer Service 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 my husbands birthday November 2023. The following month, December 14, he went to ER. Long story short, he was unable to walk for 3 months. Had a very very extensive back surgery and was finally cleared to go back to work August 1, 2024. So he went to use the Groupon and I noticed the expiration comment. I called the massage place and they said to contact Groupon which I did and was told they could not change the expiration date. So you Cant or Wont!!???? This is not right. Now Im stuck paying additional money. POOR BUSINESS DECISION! I think you should honor the original amount. I also offer to show any documents from the physician.
Business Response
Date: 08/08/2024
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 hope this message finds you well. Im truly sorry to hear about the challenging circumstances your husband has faced.

I understand your concern but unfortunately, we are unable to extend the validity of the voucher. However, once your Local voucher has expired, you can still use it the same way you would have before the only difference is that it's worth the original price of the deal, instead of the promotional value.

If you prefer a refund, I have sent more specific instructions regarding the refund process to your email directly. Please check your inbox for those details. If you have any additional questions or need further assistance, feel free to reply to me there.

Thank you for your understanding, and I appreciate your patience.

Regards,
*********************************
Manager
Groupon Customer Support
Customer Answer
Date: 08/12/2024

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:08/05/2024
Type:Billing 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.
Per chase someone set up an account in Groupon. Under my name. Closed credit card but before new one arrived someone trying to use it through Groupon. I have called every number listed for Groupon per Chases instructions and none of them valid. How can I reach
Business Response
Date: 08/08/2024
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 hope this message finds you well.

We understand that you may prefer phone support, but at the moment, we do not offer this service. However, we are available to assist you 24 hours a day through our chat or email support. You can reach out to our customer support team at anytime via chat and email using the link: ******************************************

We have checked our records and were unable to locate any account associated with the email address ********************** To better assist you, could you please confirm the email address associated with your Groupon account? Additionally, please provide more details about the issue you are experiencing so that we can understand the situation and offer appropriate support.

We apologize for any inconvenience this may have caused and appreciate your patience as we work to resolve this matter.

Regards,
*********************************
Manager
Groupon Customer Support
Initial Complaint
Date:08/05/2024
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 have an account with ********************** under ****************** My mail provider closed that account and I got a new email of *******************When I tried to login into my account at ********************** under the charter address, it said my password is expired and it would send me a link to reset it. *** explained four different times to these people that I do not have that email anymore. I cannot access it and I need my Groupon books created to a new account or move to the account that I told them of ******************* They keep telling me to go back to my email provider to reestablish my account. The account is closed. It is no longer in existence. Its been closed for over a year. I need this fixed immediately with Groupon bucks refunded to me or reinstated to my newer account.
Business Response
Date: 08/06/2024
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 that you are currently unable to access your old account with the email address *********************** which has been closed. To assist you in using the existing Groupon Bucks in that account, we need to update your email address.

In order to do that, we have requested more information via email from Groupon.com. Please check that email and respond the requested details to proceed further.
Once I receive those information, I will be able to proceed with updating the email address associated with your old account.

Thank you for your cooperation. I look forward to assisting you further.

Regards,
****************
Manager
Groupon Customer Support
Initial Complaint
Date:08/05/2024
Type:Billing 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.
Went on Groupon to get an alignment. Only had so many hours to order but the shop forces you to have things checked prior to the alignment without telling you the cost or that there's a charge at all. I was told the coupon would be honored without any other explanation. My fiance tells me they can't do the alignment and want to charge for looking at the vehicle. Knowing we already didn't have the money for stuff as we went on Groupon for a reason.
Business Response
Date: 08/07/2024
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 am sorry to hear about the issues you faced with your Groupon voucher. I understand how frustrating it can be to encounter these problems.

To address your concern, I am escalating your claim to the merchant for further review. We are working to resolve this issue as quickly as possible. Your patience is appreciated during this process, and we will provide you with a response as soon as we have more information.

Thank you for your understanding.

Regards,
*********************************
Manager
Groupon Customer Support
Initial Complaint
Date:08/05/2024
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 expired my password with no way to get back into my account, where I have purchased items waiting to be redeemed. I find this to be in violation of my rights, and would like to report a failure and refusal to deliver sold products.The error message is as follows when trying to login: "Your password has expired, Use Forget Password Link to reset your password"I have tried the "Forget Password" link several times in the course of 3 days and nothing has been delivered to my inbox, Spam folder or otherwise. I have contacted customer support and even opened ticket #********, where someone pretended to help until they collected even more personal information and then stopped responding completely. That person's handle was "********" on Aug 3.My request is quite simple: Give me access to my Groupon account, and allow me to login again! Clearly there is a problem with the automated forget password function and sending to the @hotmail.com domain, hence I provided an alternate email to use. The company decided to ghost me instead.
Business Response
Date: 08/06/2024
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 sincerely apologize for the frustration you've experienced with accessing your Groupon account.

To address the issue, I have sent a separate email to your address at ******************** This email contains a link to reset your password and includes detailed instructions. Please check your inbox and spam folder for this email.

If you do not receive the email immediately, please wait an hour before trying again. Each request for a password reset will invalidate any previous links sent.

If you are still unable to access your account or if the reset link does not work, please share a screenshot of the issue youre encountering. This will help us resolve the problem more efficiently.

Thank you for your patience and understanding. We are committed to resolving this matter as swiftly as possible.

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

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. However, I never did get a link for a password reset - they simply do not come thru to my hotmail account. I was able to login under my ****** acct though, which I have also made purchases thru. There seems to be no way to recover anything associated with my hotmail.com account, but I'll make do.

Sincerely,

*************************
Initial Complaint
Date:08/04/2024
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.
I purchased a Groupon vacation voucher in June for an 8/6-8/8 stay at a water park and hotel. On Wednesday, 7/31, my father was rushed to the ** and admitted into the *** with a life-threatening emergency and put on life-support. After several days in the hospital by his side, I remembered that our family had a vacation the following week and there little chance we were going to make it. I am the ************* of ******** for my father, so in the event he cannot make decisions for himself, I am legally obligated to be present to make those decisions. I emailed Groupon with my issue and they told me I should have read the fine print and will not be issuing a voucher. Groupon offers no options for travel insurance or voucher insurance for emergencies like this. I believe this constitutes as an emergency and Groupon should ***** a voucher to be used at a later date. My family and I were looking forward to our vacation and the only thing keeping us from going is my father could pass away at any moment. As of sending this message, he is still in the ***. I am more than willing to provide proof for this emergency.
Business Response
Date: 08/06/2024
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.

I understand your concern regarding the order #********** - 2NT Family Suite stating that you were unable to use the voucher on the planned date due to emergency situation. I am really sorry to hear that.

Upon checking, I can see that the bookings are now past cancelation deadline "07/28/2024 at 04:00 PM" and we have restriction in fine print as "9-day cancellation notice required prior to check-in or reservation is non-refundable". In this situation, I want to assure you that I have escalated your issue to our resolution team.

Please note that we usually receive updates real quick, but sometimes it may take up to 7 days as we need to conduct a thorough investigation with the merchants in the backend. Rest assured, we are working diligently to resolve this matter as soon as possible.

Thank you for your patience and understanding.

Regards,

****************
Manager
Groupon Customer Support
Customer Answer
Date: 08/07/2024

Complaint: 22091538

I am rejecting this response because:
I will wait for the response from the escalation team before I accept the resolution.

Sincerely,

*******************************
Business Response
Date: 08/09/2024
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 wanted to personally apologize for the inconvenience youve experienced regarding your recent request for Order #********** - **************** *******/******. I understand how important this matter is to you.

After reviewing your case, I can confirm that the issue is still under investigation with the Merchant, and it has been assigned reference case #********. Our team is diligently working to resolve the issue, and we will provide you with an update as soon as we receive more information from the Merchant. I request your patience in this matter.

Thank you for your patience and understanding in this matter. If you have any further questions or need additional assistance in the meantime, please feel free to reach out.

Regards,

****************
Manager
Groupon Customer Support

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Groupon, Inc. is NOT a BBB Accredited Business.