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

• 

  Groupon, Inc.

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

• 

  Groupon, Inc.

  1000 Station Dr Dupont, WA 98327

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:06/24/2024

  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 6/20/24 I purchased a 4 wheel alignment for my car.On 6/21/24, I went to the merchant to get my 4 wheel alignment. After attempting to sell me other services which I declined, the merchant stated that they couldn't give me the alignment without first purchasing 4 new tires. I told them I cannot afford new tires. They said to come back once I had the new tires. I requested a refund. They refused to refund me the money stating "I can't have my people looking at your car for nothing." I didn't ask them to check my cabin filter, I didn't ask them to check my fluid levels or advise me about anything else relating to my car. Yet when they couldn't upsell me on a bunch of other services, they held my money hostage on the grounds that they'd spent too much time on my car.Bottom line, I purchased an alignment. Merchant didn't provide the services I paid for but decided to keep my money anyway.I want a refund.Groupon refused to refund my money stating services had been rendered (they had not).NOTHING in the groupon ad says if you don't get an alignment you'll be charged for something else instead. I've attached a copy of the "fine print" in their advertisement.

  Business Response

  Date: 06/29/2024

  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 am sorry to hear about the experience you had with the merchant regarding the 4 wheel alignment service you purchased. Upon checking, I can see that our team have already received your feedback regarding this merchant and I assure you that an appropriate action will be taken so in future the same will not happen. Our team have responded to you on 25th June 2024 with the self-service refund link for this order #**********. I hope that you may have missed our last email.
  
  As a result, I have now processed a full refund to your original form of payment. You will 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.
  
  I apologize for any inconvenience this situation may have caused you and appreciate your understanding. If you have any further questions or concerns, please feel free to reach out to us.
  
  Thank you for bringing this to our attention.
  
  Regards,
  
  ****************
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 07/01/2024

   
  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:06/24/2024

  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 April 10, 2024 I purchased ONE booking for 2 nights through Groupon. They charged me 2 x. on my CC. I didn't know this as my statement would not arrive until ***. On April 17, 2024 I called BEST WESTERN , Carpenteria to ask for a room on bottom floor next to the garden. That would require extra funds which the Groupon would not cover. I paid out of pocket. I then called Groupon to cancel the booking on the reason why They require about a 3 day notice of cancellation The booking was for May 1-2 check out on Friday May 3. I was well within their policy. After the stay and I got my Credit Card statement I noticed the double charge. I thought I would wait until they made the correction as sometimes businesses charge back. They did not. I called my bank in June to mediate. Groupon said that it was too late! They should have cancelled BOTH at the time I called them. I didn't know they charged me twice. Their error not mine. They would not refund with my Credit Card. This is fraudulent in my view. How often does this happen to people? I shouldn't have to pay this Groupon that was cancelled and unused.They listed 1. Order #********** (refunded on May 2, 2024) AND 2. Order #2 **********. Only one was refunded. I received 2 ********** resolution letters; 6/13/24 on 4/11/24 bank credited account of $265.90 Letter dated 6/17/24 ********** summary said "significant time has passed since transaction" merchant will not refund. THIS IS NOT RIGHT. I cancelled in time- not my fault I did not catch the other MISTAKE THEY MADE IN CHARGING ME TWICE. How was I to cancel both at the time?

  Business Response

  Date: 06/29/2024

  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 how frustrating it must be to have been charged twice for a booking that was ultimately cancelled or not used.
  
  I want to assure you that we take these matters seriously and we apologize for any inconvenience this has caused. I have reviewed your account and can see that while one order was cancelled and refunded, the other order is still pending a refund.
  
  I apologize for any inconvenience this may have caused you. 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 bringing this to our attention and for your patience as we work to rectify the situation. If you have any further questions or concerns, please do not hesitate to reach out to us.
  
  Regards,
  
  ****************
  Manager
  Groupon Customer Support

• Initial Complaint

  Date:06/24/2024

  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 November 2, 2023, I purchased a voucher at a cost of $647.96 for a bobsledding excursion for 4 people at *****************. According to the fine print, the purchase was eligible for a full refund if canceled at least 24 hours before the scheduled event. It was supposed to be scheduled for February 18, 2024 - when my group would be out at ******** - but was inadvertently scheduled for February 25, 2024, the following week. I realized the error on February 17, 2024 and sought to see if ******** could accommodate my group on the 18th. They could not. Thus, I contacted Groupon to cancel for a full refund as per their terms of sale. Since the event was scheduled for February 25, 2024, my contact with them on February 17th was in compliance with their terms of sale and the refund should have been simple enough to process. However, when I contacted Groupon for the refund, they advised me that the sale was a final sale. The final sale language was indicated no where during the purchase process and not indicated on my digital voucher or the purchase confirmation page on their website. On the basis on the final sale status, Groupon refused to honor the fine print and has since refused to provide me with a refund. Notably, the ability to get a refund was a prominent consideration when booking the excursion, as we were snowboarding with two beginners and wanted the option to cancel in the event one of them were injured prior to the scheduled date. Thus, there was also detrimental reliance as we relied on the terms of sale - I.e. the promise of a refund - in our decision to book the excursion. I have gone around and around with customer service over several months and they have continued to refuse to honor their terms of sale and issue a refund. They havent offered any compromise or solution to the issue. The people booked for the trip include 3 active duty service members (Army and Coast Guard) and 1 DoD civilian.

  Business Response

  Date: 06/26/2024

  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: First of all, I would be frustrated if I were in that situation as well, and I can certainly understand where you are coming from. I want to thank you for giving Groupon a try and while I know it might be tough for you to imagine given your experience with this purchase, that is not at all the typical Groupon experience. That all said, I am going to do everything I can to make this right for you.
  
  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.
  
  I sincerely hope you find your next Groupon experience to be more enjoyable. Please let me know if there is anything else I can help you with.
  
  Regards,
  
  Harish
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 06/27/2024

   
  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:06/24/2024

  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 Putt Putt Groupon for 2 people. When we went to the establishment, no one there knew how to use so we left. I have contacted Groupon. All I got was the typical form apology and the run around.

  Business Response

  Date: 07/02/2024

  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 apologize for the trouble and inconvenience you experienced while trying to use your voucher for order #**********. I understand that the merchant was unable to honor your voucher and informed you that they were not aware of it.
  
  Please know that this is not the experience we want you to have with using our services. I can see that you have already reached out to our customer support team. The issue has been escalated to the relevant team and they have processed a refund for your order to Groupon credits.
  
  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.
  
  I request you to trust us as we assure you that you will not face the same situation again. And, always please remember we are always here to help you in any situation. Hence, please trust us and use these Groupon credits to your future purchases.
  
  If you have any further questions or concerns, please do not hesitate to reach out to us. We value your feedback and are committed to providing you with the best possible experience.
  
  Thank you for understanding!
  
  Regards,
  
  ****************
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 07/04/2024

   
  Complaint: 21892404
  
  I am rejecting this response because: I don't feel comfortable to use Groupon. I had such an awful experience with their merchant and with them. I tried numerous times to get my money back. I kept getting the run around from them. Not until I contacted BBB did Groupon ever take me seriously. I don't want a Groupon credit. I want my money back. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/13/2024

  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 your negative experience with Groupon. I completely understand your hesitation to use their services again. It is frustrating to not receive the level of customer service you deserve.
  
  Upon checking your request, considering your satisfaction as our priority, we have already processed a full refund for order #********** to your original form of payment on 07/03/2024 05:24 AM.
  
  Ive provided more specific instructions in my direct email to you. If you have any additional questions, please reply to me there.
  
  Thank you for bringing this to our attention. We value your business and want to make things right for you
  
  Regards,
  ****************
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 07/15/2024

   
  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:06/24/2024

  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 software product code. However, I never received the code. When I asked for a refund, was told I needed to contact the merchant.

  Business Response

  Date: 06/29/2024

  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 the frustration of not receiving the codes and the inconvenience you experienced when seeking a refund through our customer support.
  
  I apologize for any inconvenience this may have caused you. Upon further investigation, I can confirm that your order #********** has been refunded to your Groupon credits. These credits are available for immediate use and will never expire. You can view your available credit in the top-right corner of your My Groupons page under 'Groupon Credits balance'.
  
  When you are ready to use your Credits, simply ensure they are applied to your purchase at checkout by checking the box next to Apply available Groupon Bucks under Payment Method. This will deduct the number of Credits in your account from your total.
  
  Thank you for bringing this to our attention, and please do not hesitate to reach out if you have any further questions or concerns.
  
  Regards,
  
  ****************
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21891824
  
  I am rejecting this response because:  I could not get the product code accepted by the web site and attempted to cancel my purchase within five minutes.  A credit is not acceptable.  I request a full refund.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 07/03/2024

  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. I apologize for the trouble.
  
  Regarding your complaint: Thank you for reaching out to us. I apologize for the inconvenience you experienced with the product code not being accepted on our website. I understand your frustration in trying to cancel your purchase.
  
  I want to assure you that we value your satisfaction as a customer and we are committed to resolving this issue promptly. I have processed a full refund for your purchase of "$35.09" to the original form of payment and voided the refunded Groupon credits. 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 there is anything else we can assist you with, please do not hesitate to reach out. We appreciate your understanding and patience.
  
  Thank you for understanding!
  
  Regards,

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

• Initial Complaint

  Date:06/23/2024

  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 $88 Groupon from a company called ProAir ducts for unlimited **** vent cleaning and dryer vent cleaning. The service technician (see photo) who came to my home told me in order to get the **** cleaning I'd have to pay $650 for them to sanitize the **** area with a chemical. When I told him I wasn't going to pay it, he informed me that they give 10% discounts to customers who give them a good rating on **************************. When I wouldn't agree to pay that, right before he left he said well if I'm struggling financially he could give me the service for $350 under the table. He left when I declined. I've clearly been had. I tried to resolve this issue by getting a partial refund of $74--the technician did clean my dryer vent which is a $14 Groupon service-- but the 'company' didn't agree. The company has no address or any details on the company on their website. It's just a generic page with a phone number. I'd like to get two things to resolve this matter: 1) a refund and 2) I'd like the Groupon to provide me with the business verification details, namely, the licensing number and the business's physical address and state of licensing since it is not on their website.

  Business Response

  Date: 06/29/2024

  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 see that the service person requested an additional payment for sanitizing the **** area with a chemical, which was not mentioned in the original Groupon deal. Furthermore, the merchant then offered the service for $350 under the table. I can imagine how this must have been a disappointing and unexpected experience for you.
  
  I completely understand your request for a partial refund, as you have only received a partial service of dryer vent cleaning.
  
  Unfortunately, with your email address ********************** I am unable to find the order you are referring to. So, could you please provide as much of the following as possible? The more you have, the easier it will be for us to resolve this for you.
  
  The order confirmation number
  The voucher Redemption Code
  Any alternate email addresses that *** have been used to make the purchase
  The amount of the charge(s)
  The date of charge(s)
  
  If the charges are on a credit/debit account, please provide the following information:
  
  The name on the card that was charged
  The type of card ****** MC, AmEx, etc.)
  The last 4 digits of the card
  The expiration date on the card
  The billing address associated with the card
  
  If the charges are on a PayPal account, please provide:
  
  The PayPal invoice ID reflecting the chargeExample: xxxxxxxx-xxxx-xxxx-xxxxxxxxxxxx (this ID will be alphanumeric)
  The email address registered to the PayPal account
  
  Thanks for your help and I look forward to assisting you further.
  
  Regards,
  ****************
  Manager
  Groupon Customer Support

• Initial Complaint

  Date:06/23/2024

  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.

  I purchased a service on Groupon. I was not able to receive my service due to the merchant not responding to me. I reached out to customer support and despite me providing my phone record, they are refusing to refund me. The business is either no longer in business or changed their name.

  Business Response

  Date: 06/26/2024

  Hello Crystal,
  
  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 that you're running into some trouble reaching this merchant to get your service.
  
  I checked our records and see that your concern was previously escalated on our end and our team was able to get in touch with the merchant and the confirmed that they have responded back to you.
  
  I also see that recently, you have filed a dispute against this transaction with your bank. In this case, we recommend reaching back out to your financial institution directly to discuss a resolution.
  
  Thank you for your understanding.
  
  Regards,
  
  Harish
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21891025
  
  I am rejecting this response because:

  My bank attempted to recover my funds, however the merchants bank is denying my request due to the merchant stating I received the services. Prior to June 5th, I have not spoken to the merchant since January due to her not responding back to me. The email provided from the merchant notes that I in fact have not received my full services, nor has she responded back to me yet again. My bank is unable to help at this point, nor is Groupon. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/01/2024

  Hello Crystal,
  
  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 for the continued frustration, but since you have already disputed the charge with PayPal, then we have to let that process run its course and are unable to provide any further assistance from our end at this time. You'll need to work with them directly in order to get this issue resolved.
  
  I hope they are able to work this out for you as quickly as possible. Please let me know if you need assistance with anything else.
  
  Regards,
  
  Harish
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21891025
  
  I am rejecting this response because:
  My financial institution will not assist me due to the merchant ******* my refund.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/23/2024

  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.

  This transaction was another Fraudelent charge that appears to be a bussiness practice of this company according to BBB. We never made this purchase through the app which used our saved information in the app to be made. Was never made by *****, my authorized user. We have contacted ********************** support multiple times over the months since the transaction occured without a single response. I have also disputed with my credit company. They originally said they concluded their investigation and found in my favor on may 30th. As of June 22nd they sent another notice saying they are now still investigating. This means Groupon still won't respond to them either. I want this handled immediately and the money refunded at once!

  Business Response

  Date: 06/27/2024

  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 that your card/account was compromised and an unauthorized transaction was made.
  
  I checked our records but was unable to find an account or any previous contacts from your email address: ******************
  
  I assure you that our team responds to all incoming requests submitted from the help page on our website within ***** hours.
  
  Is it possible that the purchase in question was made under a different email, and you had contacted our team with that email?
  
  Ive provided more specific instructions in my direct email to you. If you have any additional questions, please reply to me there.
  
  Thank you for your understanding.
  
  Regards,
  
  Harish
  Manager
  Groupon Customer Support

• Initial Complaint

  Date:06/22/2024

  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 couples massage with from groupon on 6/21/24 at foot health spa. I called the number provided on the voucher to book an appointment for 1pm 6/22/24. I arrived 6/22/24 to be told there was no appointment, but they could squeeze us in. Upon entering the massage room the tables were dirty and not cleaned between clients as there was hair and dirt. Also the room smelled like cigarettes which is a no go as my partner is asthmatic. We didnt receive the massage however we have been charged and refused a refund. I have contacted both groupon and the merchant who have failed to resolve the problem. I have talked to 5 different agents which none have been helpful and my chat was ended prematurely after expressing my concern. My groupon was marked as redeemed even though a service was not given and I just want my refund. I have text messages from the business phone number saying I could get a refund from groupon however it has not been honored on either side.

  Business Response

  Date: 06/27/2024

  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.
  
  I wanted to inform you that your refund has been successfully processed on 06/24/2024 in the amount of $127.50 back to the card used for purchase.
  
  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.
  
  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.
  
  I sincerely hope you find your next Groupon experience to be more enjoyable. Please let me know if there is anything else I can help you with.
  
  Regards,
  
  Harish
  Manager
  Groupon Customer Support

• Initial Complaint

  Date:06/22/2024

  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 a Go City pass for Oahu, received a confirmation email, clicked on the link, and there's no record of the purchase or voucher. **** of America shows the transaction complete and paid. We've been waiting for a 24-hour escalation since Monday 6/17. I can't find a customer service #. The merch# on my bank statement connects to a ******** sign-up call center. I went to their ******** and posted my concerns, and they complained to ******** and had my account restricted. I tried messaging on ********, and they said they'd resolve it quickly. It's been another 24 hours. They're reading my messages and not responding. I don't want a refund. I just want the voucher we purchased. They didn't send a confirmation # or order ID in the email they sent when we purchased it. Instead, it just confirms what I purchased and how much, so Go City isn't able to pull it up on their side either. I'm complaining to the BBB, disputing the transaction with my bank, and have the mind to get a class action lawsuit together since there seems to be a pattern. I will also email corporate and leave reviews on every platform, including LinkedIn, and message every employee until someone actually helps. I shouldn't have to beg to get what I paid for. +Purchased 6/14 +Total Cost $174.80 +Emailed customer support 6/17, 6/18, 6/19, 6/20, 6/21, 6/22 +Contacted via ******** Messenger 6/21, 6/22 +Contacted Live Chat 6/17, 6/18, 6/19 +The url on the confirmation email is - ********************************************************************************************************************************************************************************************************************************************************************************************************************************************** +Email used ************************* Confirmation email was sent to the above email, screenshot attached. +Name on Account is ***************************** (She is my daughter)+Payment cleared **** of America 6/14.This is for a vacation and time is of the essence!

  Business Response

  Date: 06/25/2024

  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 the trouble you've encountered with accessing this voucher and getting assistance from our team on ********* I will be sure to review those conversations for an internal review.
  
  I was able to find your order number in the *** you provided: 1000-147830-915589
  
  Upon trying to search for this order, we see that either you or your daughter who is the account owner of ************************* where this purchase was made, has deleted this account using the "Delete all my data" option on our website.
  
  It is always required to confirm before proceeding with this action that you're willing to erase all your date from our website for the selected account. I've attached a screenshot of the confirmation page for your reference.
  
  Any user request to delete their details from our website must be complied to, and once it is agreed and confirmed by the user, all their details are erased.
  
  In this case, unfortunately we will no longer be able to recover your previous purchase details.
  
  Thank you for your understanding.
  
  Regards,
  
  Harish
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21887756
  
  I am rejecting this response because:

  That action was done by your company before she made the purchase. It's my understanding Groupon freezes/deletes an account when fraudulent activity is suspected. This has been the Groupon response since the hack. 

  Check your timestamps. The purchase was completed after the fact. 

  We discussed this with customer service the first time we chatted. The assured us that wasn't the reason it didn't populate. 

  That order # isn't valid. I checked the url's of the other 11 passes we purchased and that number doesn't match any external order #s on the voucher, in My Groupons, or with Go City or the banking transaction. 

  Why can't you replace the voucher? I know you can verify the credit card charge, you can't delete the payment transactions and manage accurate accounting records and there are credit card nightly settlements you can search for the payment. Y

  Furthermore you can call Go City and confirm that it has been redeemed since there's no match in their system to her email. 

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

  Business Response

  Date: 06/30/2024

  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 trouble with this.
  
  The action from our end in case of fraudulent activity on an account is indeed to freeze/deactivate the account, but it is not account deletion. A deactivated account is temporarily unavailable for any user to access and make changes to, but all the account details are available.
  
  However, account deletion is only available to be claimed by customers, and cannot be actioned directly from our end. It is part of our privacy policy and we are required to comply with any user request to remove all of their details from our database, as confirmed in the screenshot provided in our last response.
  
  The URL is no longer valid as you have deleted your account, with which that order was also erased. We will not be able to replace the vouchers as the original purchases are no longer available, so we cannot check the status on them. Please note that as discussed previously, your order details were only deleted after you confirmed it from your end.
  
  Though the payment details are available, we cannot check what this payment was for, was the purchase made with this payment already used or not, etc. Additionally, we cannot confirm any additional details with Go City due to the same reason, your vouchers have been deleted. We cannot check the status of any vouchers that no longer exists.
  
  No details, including the voucher code, is saved on our end once the user requests for the data to be deleted as that would be against their data privacy.
  
  Thank you for your understanding.
  
  Regards,
  
  Harish
  Manager
  Groupon Customer Support

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21887756
  
  I am rejecting this response because:

  The purchase was made after the account deletion. Which is my concern. How is that possible? I work for a technology firm that specializes in data recovery, and storage. There are accessible logs that only you can pull that can show the conflict in your timeline. Alternatively you have proof the email was sent to us, with what was purchased, and for what amount, your statement that you are unable to verify what was purchased and for how much is untrue. I attached that proof in my original complaint. Go City confirms that there hasn't been a pass associated with her email, we've been begging for you to send it to us via chat since the following week after purchase, and have started a complaint through the BBB, and on your social media accounts, I have proof the purchase was taken from the account. I am an unsatisfied customer going through a lot of trouble to receive a voucher I rightfully purchased and never received. Why would I go through all this trouble? I can show you proof of our future flights to *****, which further confirms we haven't used it because we haven't been to the location to use it. At this point why wouldn't you replace the voucher or refund the money in good faith? What is the purpose of your guarantee if not for these reasons? I am so disappointed in the assertion that we'd lie or falsely claim that we didn't receive the voucher and that I'm begging for you to rectify the situation. 

  again, can you confirm the date and time of the deletion and the login timestamps, as well as the order timestamps? I am trying to be reasonable here but you seem to just keep blowing me off like $175 isn't 3 days of work. 

  Please. 

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