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

2,802 total complaints in the last 3 years.
962 complaints closed in the last 12 months.

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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:12/31/2024
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.
Purchased a Regal Unlimited Groupon on a guest account w/**********************. Groupon took the money but there was an error on the Website. Did not receive a confirmation # nor was a coupon sent to emails provided. Provided a ***** email but ****** mail took over and created a conflicting email. Now there is no record of the purchase anywhere. Groupon has the phone number and has been contacted multiple times by email for help and or a refund. All responses have been unhelpful or impossible to fulfill. Groupon keeps asking for a confirmation number that doesn't exist because it was never issued. There is no account or order or tracking number available because it was never provided on this guest purchase. Customer would like either a coupon that can be used with Regal Cinemas, or a complete refund. Moreover, Regal Cinemas Told Customer that "they don't accept **********************."
Business Response
Date: 01/03/2025
Hi Guillaume,

Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.

Regarding your complaint: I hope this message finds you well. I sincerely apologize for the inconvenience you've experienced.

Im happy to inform you that we were able to locate your purchase. It appears the email address used for the transaction was **************************** which had a slight spelling error. Instead of "m," you had used "n" in your original email address at checkout. This is likely the reason you did not receive the confirmation email.

Ive now sent the redemption instructions directly to the correct email address. Please check your inbox, and if you encounter any issues or have further questions, dont hesitate to reply to that email. I'll be more than happy to assist you promptly.

Once again, I apologize for the confusion, and I appreciate your patience as we resolve this.

Regards,

******* *********
Manager
Groupon Customer Support
Customer Answer
Date: 01/08/2025
Better Business Bureau: I discussed for a long time with Groupon customer service. Finally we fixed my problem with my Unlimited Regal pass Voucher and I can use it with Regal App. Consequently, you can close my case. I thank you so much for your help and wish you an HAPPY NEW YEAR 2025!
Sincerely,

********* *******
Initial Complaint
Date:12/31/2024
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 made a purchase on Groupon to have fillers in my face upon contacting the company where which performs the fillers they refuse to speak verbally I am not comfortable with texting because I have questions and I need to know who Im speaking with. They said they only communicate by texting Im not satisfied and the appointment that theyre giving me does not work for me so at this point I let them know and I also let Groupon know that I needed a full refund and I will take my business elsewhere cause this is not the proper way to conduct business. I dont conduct business this way And I dont understand why I cant be refunded if they cant respect me and honor what Im paying for.
Business Response
Date: 01/01/2025
Hi Vanasa,

Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************. I apologize for the trouble.

Regarding your complaint: Thank you for reaching out to us, and I sincerely apologize for the frustration you've experienced with the communication practices of the business performing the fillers. I understand how important it is to have clear communication and feel respected when making a purchase, and I'm sorry that your experience has not met those expectations.

Upon reviewing your case, the merchant has reached out to our internal support team to request the processing of the refund for your voucher. I can confirm that your refund has already been processed to your original form of payment on 31/12/2024. While we issue refunds immediately, please note that it may take a few days for your financial institution to post the credit to your account or statement.

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

We truly value your business and sincerely apologize for any inconvenience this has caused. If you have any further questions or need additional assistance, please don't hesitate to contact us.

Thank you for understanding!

Regards,

****** *.
Manager
Groupon Customer Support
Initial Complaint
Date:12/31/2024
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 the 19th of December I purchased a voucher for 2 adults to do a Big Bus hop on hop off tour in ***** on the 20th of December. The voucher was purchased through GroupOn. Groupon advertised a number of inclusions which were not accurate and are now refusing to provide a refund.1) buses were advertised to have wifi. None of the buses we travelled on had wifi 2) buses were advertised to come every 30 minutes Buses were late on every occasion and a bus refused to pick any passengers up resulting in waits up to 60 minutes 3) most importantly, the buses were advertised as air conditioned. This wasn't working on any of the buses. On the final trip we took, it was so hot my wife became unwell and I was extremely worried about the well-being of several elderly passengers on the bus. Additionally, the driver did not follow the published route and so the trip took about 30 minutes longer than it should have. The heat in the bus was dangerous. Everyone was very sweaty and some passengers were nearly fainting.The failures are to do with Big Bus however groupon advertised and sold this product that was not up to standard. As groupon sold me the ticket, it is their responsibility to honour what was advertised.They have offered a credit that can only be used in groupon ***. As I'm Australian, this is of no help to me and they have refused to offer any other compensation.Given that we made the decision to use this company based on their schedule, wifi and air conditioned buses, and none of these items were as advertised, a full refund is appropriate.
Business Response
Date: 01/01/2025
Hi *******,

Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.

Regarding your complaint: I hope this message finds you well. I'm truly sorry to hear about the disappointing experience you had with the Big Bus tour in *****, and I understand how frustrating it must have been to encounter these issues and the overall discomfort during the trip.

We greatly value your feedback and take your concerns seriously. It is never our intention to cause dissatisfaction, and we deeply regret that the service did not meet your expectations. Please know that your experience is important to us, and I will be forwarding your concerns to the appropriate teams to ensure that similar situations are addressed moving forward.

As a gesture of goodwill and in recognition of the inconvenience caused, we have already issued $40, which is 50% of the purchase price, as Groupon Bucks to your US account. These ********************** Bucks are valid until 06/22/2025 and can be used immediately on any eligible deal on our site. Groupon Bucks are simple to use, just apply them toward any purchase on **************************.

While we would like to accommodate every customer in every situation, as stated in the terms of the deal, the merchant is solely responsible for the care and quality of the advertised goods and services. Since the voucher has been redeemed, we are unable to process a full refund.

Once again, I apologize for the frustration and inconvenience you have experienced. We are grateful for your feedback, and I assure you that we will use it to improve our future offerings. Thank you for your understanding.

Regards,

******* *********
Manager
Groupon Customer Support
Customer Answer
Date: 01/01/2025

Complaint: 22749719

I am rejecting this response because:
Whilst I appreciate that the service was offered by Big Bus, my contract was with Groupon who outsourced the product to Big Bus.
The response from Groupon suggests that I should pursue the merchant for compensation but Big Bus have already been clear that they can't assist as I didnt purchase the tickets with them and I am inclined to agree with this.
The compensation already offered is of no use to me as it can only be used in the *** and I am from ********* so in real terms, the compensation is 0, especially when there is only a 6 month expiry.
Finally, the response says that the terms and conditions state that the merchant is responsible for the service. However I don't agree with this. If you purchase a product from a store that is faulty or not as advertised, it is the stores responsibility to manage the refund process. They can't respond by saying sorry go to the original manufacturer, they have to manage it. I don't understand why this is different and the Groupon terms and conditions don't supersede law.

I'm sorry to continue pushing this as I dont want to waste everyone's time but I do feel that the response by groupon of just saying this isnt our problem, is inappropriate as I transacted with them, not Big ***********************************************************
Business Response
Date: 01/04/2025
Hi *******,

Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.

Regarding your complaint: I hope this message finds you well. I truly apologize for any frustration this situation has caused you.

I completely understand your concerns and I appreciate you taking the time to express your thoughts. I want to reassure you that we take your feedback seriously. Our concerned team has already reached out the merchant directly to investigate your claim thoroughly. They are currently working diligently to address the matter, and we are actively following up to expedite a resolution.

Please rest assured that we will keep you updated on any progress, and you will receive an email notification as soon as we have further information regarding this issue.

We genuinely appreciate your patience and understanding during this process. If you have any additional questions or concerns in the meantime, please don't hesitate to reach out.

Regards,

******* *********
Manager
Groupon Customer Support
Initial Complaint
Date:12/30/2024
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 attempted to purchase a groupon using a combination of my groupon gift card and credit card, and immediately upon submitting the payment, I got an error message saying the payment could not be processed, and instructed me to update my payment method. However, my card was still successfully charged, but I did not get what I paid for. I submitted a notice to groupon via email and ******** chat immediately after this happened. My initial purchase attempt was in the amount of ****** with promotions currently ongoing, set to expire less than 3 hours later, and I outlined that clearly in my email and chat to groupon. I put my **** card on file along with 140 groupon bucks (gift card dollars), and submitted the transaction. It immediately gave me an error message saying the payment couldn't be processed, and I needed to update my payment method, yet, it charged the full amount of ****** to my ****. It didn't apply the groupon bucks at all, and charged the full amount to my ****, for which no groupon was ever sent to me, and thus far, still has not been sent to me as of the time I'm writing this complaint, between 18 and 19 hours later. There are two major concerns I have....1, it said it couldn't process my payment, yet it did, but I got no groupon in return...and 2, it was supposed to apply 140 dollars' worth of groupon bucks and only charge my **** *****, not the full amount of ******. I keep getting told I'll get an update "soon" but over the past 18 to 19 hours, I've heard that several times, of course with no updates or resolution. I am seeking a full refund of the amount I was charged. I have screenshots of everything I've outlined here for proof if/when it becomes needed. Every chat, email, and the original failed transaction, as well as the charge to my credit card, and the numerous messages with groupon via ******** chat where I keep getting told I'll get an update, but I'm getting no such thing.
Business Response
Date: 01/01/2025
Hi *******,

Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.

Regarding your complaint: I hope this message finds you well. I sincerely apologize for the inconvenience and frustration you've experienced with your recent Groupon purchase. I understand how disappointing it must be to encounter these issues, especially when you've acted quickly to address the matter.

Upon reviewing your account, I can confirm that you attempted to purchase the ***** ***** Lumberjack Feud Show & Adventure Park deal twice:

1. Order #********** This order was successfully processed, and you were charged $152.79.

2. Order #********** In this attempt, you tried to use your Groupon Bucks to pay, but unfortunately, our system mistakenly blocked the order.

We understand how crucial it is for the system to function smoothly, and I sincerely apologize for the confusion caused. Our security measures are in place to protect against fraudulent transactions, but sometimes they can inadvertently block legitimate orders. I want to assure you that we are actively working to improve our system to prevent such issues in the future.

Regarding your successful purchase (Order #**********), I see that you're unable to view the ticket associated with this order. I deeply apologize for this inconvenience. Weve already escalated the issue to the concerned team, and while we typically provide updates within 48 to 72 hours, please note that in rare cases, it may take up to 7 days. Rest assured, we are doing everything possible to resolve this matter quickly and will keep you updated.

Once again, I truly apologize for the frustration this has caused, and I appreciate your patience and understanding as we work to resolve this issue. If you have any further questions, please dont hesitate to reach out.

Regards,

******* *********
Manager
Groupon Customer Support
Customer Answer
Date: 01/02/2025

Complaint: 22748025

I am rejecting this response because:

Sincerely,

******* *****
Customer Answer
Date: 01/02/2025

Complaint: 22748025

I am rejecting this response because:
By this company's own admission of internal server errors, I was not provided with any resolution within a timely manner. I notified groupon immediately of the issue, repeatedly informed them I never received a voucher nor any order confirmation email, and to this date, still have received nothing. It's now too late since the date on the voucher was December 31st 2024 and today is January 2nd 2025. Even if Groupon were somehow able to produce a voucher now, it's too late because the event has passed and we are leaving town tomorrow. As such, this company failed to provide me with goods and services charged for and I am rightfully owed a full refund. I will accept no other resolution.

Sincerely,

******* *****
Business Response
Date: 01/04/2025
Hi *******,

Thank you for reaching out to us through the Better Business Bureau. I sincerely apologize for the inconvenience youve experienced. I completely understand your frustration, and I am truly sorry for the delay and lack of communication regarding your voucher.

Given the circumstances, I would like to inform you that we have escalated your concern to the appropriate team for a thorough investigation. While we typically receive updates promptly, please note that in some cases, it may take 5-7 business days for us to resolve matters, as we need to coordinate with the merchant to ensure all details are clarified.

We are committed to resolving this as quickly as possible. As soon as we receive an update from the merchant, we will immediately reach out to you via email.

Thank you for your patience and understanding during this process. We truly appreciate your cooperation and will keep you informed every step of the way.

Regards,

******* *********
Manager
Groupon Customer Support
Customer Answer
Date: 01/06/2025

Complaint: 22748025

I am rejecting this response because: As previously outlined, the voucher still, more than a week later, hasn't been produced or provided, and even if it were produced now, is no longer valid or usable. Therefore, there is no other alternative option for groupon than to issue a complete and total refund of the amount I was charged. I do not understand why this is so difficult and taking so long to resolve. I've already reached out to the ***** **** Lumberjack show directly and was informed no voucher ever came through on their end under my name. These intentional delays on the part of Groupon is unfair, unethical business practice! I will accept nothing but a full refund of the total amount I was charged.

Sincerely,

******* *****
Business Response
Date: 01/11/2025
Hi *******,

Thank you for reaching out to us through the Better Business Bureau. I deeply apologize for the frustration and inconvenience you've experienced in trying to resolve this matter. I understand how disappointing it must be to not have received your voucher, and I sincerely regret any delays or confusion caused.

We have received notification that you have filed a dispute with your financial institution regarding this transaction. As a result, the next steps in resolving this issue will involve working directly with them to determine a satisfactory resolution.

Please know that our Customer Support team is always available to assist with any questions or concerns you may have about your Groupons. However, once a dispute is officially filed with your financial institution, we must allow that process to run its course.

Please let us know if there is anything more we can do during this time to support you.

Regards,

******* *********
Manager
Groupon Customer Support
Customer Answer
Date: 01/13/2025

Complaint: 22748025

I am rejecting this response because: Throughout this process I've clearly outlined and supported that Groupon failed to provide me with a voucher. Their own documents they provided to my credit card company state they reached out to the merchant to do a manual reservation. Groupon is not a company that consumers use for them to make manual reservations, but to provide vouchers or goods/services purchased directly to the consumer, in this case, me. In this case, I was not provided a voucher nor notified by Groupon of a manual reservation. As such, Groupon failed in their responsibilities to me. I was charged for a voucher but never provided with one, and the only acceptable resolution is a full refund.

Sincerely,

******* *****
Initial Complaint
Date:12/30/2024
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.
Hi!Regarding order ********** from ***********, I reported the issue to customer service at ********************** regarding my issues of the training sessions and how my experience was with the merchant. I was offered a full refund by the escalation team at Groupon via email, but it was in Groupon Bucks/Credits. When I requested a refund I initially requested my refund to be back to my original payment method NOT Groupon Bucks/Credits. I understand that this order took place awhile ago, but I have been trying to resolve it with the merchant myself before I reported the issue to Groupon.Being that I was offered Groupon Bucks/Credits this is something I would not be able to use because 1. I did not request this from the beginning I stated I wanted the refund back to my original payment method. 2. I do not have anything to purchase from Groupon at all with those credits. 3. I do not even use Groupon that often even be offered Groupon-Bucks/Credits. This was not my fault. This was the merchants fault (Olympia Gym), which is why a full refund was offered. As an one time exception kindly please process the $172 back to my original payment method instead of Groupon Credits. Again, I was trying to reslove with the merchant themselves , which is why it took so long for me to reach out to Groupon, but the merchant wasn't helpful at all. This is unacceptable and not great customer service at all!
Business Response
Date: 01/01/2025
Hello *****,

Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.

Regarding your complaint: I sincerely apologize for any frustration this situation has caused.

After reviewing your case, I see that the order was placed in 2021. As per our policy, we are unable to process refunds back to the original payment method for orders outside of our standard refund window. In this instance, the only available option for a refund is Groupon Bucks/Credits.

I understand that this may not be ideal, especially as you do not frequently use Groupon, and I sincerely apologize for the inconvenience. However, I want to reassure you that Groupon Bucks/Credits never expire, so you can use them at your convenience whenever you find something you'd like to purchase in the future.

Although we cannot process a refund to the original payment method, I hope the Groupon Bucks will be helpful when the time comes to make a purchase. We truly appreciate your understanding and apologize once again for any inconvenience this has caused.

If theres anything else I can assist you with, please dont hesitate to reach out.

Regards,

Harish
Manager
Groupon Customer Support
Initial Complaint
Date:12/30/2024
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.
Unfortunately at checkout it has the NEW25 discount code attached to the order and the total price reflected that. It was after I clicked the button to complete the order that my card company sent me a message showing that I was charged full price not the discounted total that was shown in my cart/purchase. I feel extremely upset that I purchased the Groupon being told it would be $79 and then getting charged $99. Now Im being told there is nothing that can be done to make this right. It is wrong for a company to have a certain price reflected in the cart and change it once someone pushes the pay button. I am requesting my money be refunded. This is a deceitful and wrong way to do business. I should be refunded my money and the order cancelled as I would not have purchased this if I would have known I would not get the discount that was shown on my order in my cart! Groupon is refusing to refund my money and cancel the order even though they charged me more than they said they were going to at checkout.
Business Response
Date: 01/01/2025
Hello *****,

Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.

Regarding your complaint: I understand your frustration regarding the pricing discrepancy, and I apologize for any confusion.

After reviewing your order, I see that it was made as a guest, which is why the promo code was not applied at checkout. Promo codes can only be used by registered users when logged into their Groupon account, and this seems to have been the cause of the discrepancy you experienced.

I understand this may have been an oversight, especially if you initially reviewed the offer while logged into your account. Unfortunately, we are unable to apply promo codes to guest checkout purchases, as they are not linked to any account.

That said, I have processed a full refund to your original payment method. Please note that while we process refunds immediately, it may take a few days for the credit to appear on your statement, depending on your financial institution.

Thank you for your understanding, and I truly apologize for any inconvenience this has caused. If you have any further questions or concerns, please dont hesitate to reach out.

Thank you for your understanding.

Regards,

Harish
Manager
Groupon Customer Support
Initial Complaint
Date:12/29/2024
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.
Made a purchase. Found out I purchased something that I did not need. Emailed both Groupon and the merchant immediately to cancel (within an hour of purchasing). Never received a confirmation email, a shipment email, or any email from the merchant. Groupon said I needed to contact the merchant and gave the email address that I had already been emailing to cancel the order. Groupon then claimed they contacted the merchant and would get back to me they didnt. Received items in the mail, contacted again to return items was told I cannot return to get a refund as they dont give returns for the item purchased. Still have never received any communication from the merchant. Groupon is wiping their hands clean saying its out of their hands.
Business Response
Date: 01/01/2025
Hello ********,

Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.

Regarding your complaint: I apologize for any confusion and frustration you've experienced with your recent purchase and the communication with the merchant.

After reviewing the details of your order, I can see that while you contacted the merchant soon after your purchase, the items were already processed based on the terms of the voucher redemption process. According to the redemption process, customers are required to send an email with the voucher code and mailing address to ******************************* which you did. Once this process is completed, the order is fulfilled, and as per their policy, cancellations or returns are not allowed.

Unfortunately, as the merchant has already shipped the item, they are unable to offer a refund. While we understand that this may be disappointing, we must adhere to the merchants terms and conditions, which clearly outline that they do not accept returns for this specific item.

We regret that we are unable to assist further with a refund, as this falls within the merchant's policy. If you have any other concerns or questions, feel free to reach out, and we will do our best to assist.

Thank you for your understanding.

Regards,

Harish
Manager
Groupon Customer Support
Customer Answer
Date: 01/01/2025

Complaint: 22743978

I am rejecting this response because:
No where on the Groupon advertisement, nor the merchants website does it state there is no cancellation/return/refunds on the items purchased.
The merchant advised Groupon to have already processed the items within an hour of the email being sent, yet still took 3+ weeks to ship the items.
All of this still with no sort of communication from the merchant stating it was received, processing, processed, or shipped.
Even after receiving the item I have emailed all email addresses I could find for this company to set up a return, and still have absolutely no communication from them. One of the email addresses came back as undeliverable!
The only communication I have is from Groupon wiping their hands clean from this scam saying theres nothing they can do.
Sincerely,

******** *******
Business Response
Date: 01/08/2025
Hello ********,

Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.

Regarding your complaint: Thank you for your response and for sharing your concerns with us.

I completely understand your frustration with the situation, and I sincerely apologize for any confusion or inconvenience youve experienced. We truly regret that this process has not gone smoothly.

To clarify, when you made your purchase, the merchant's cancellation and return policy, which you can typically find in the terms of the offer, indicates that they do not allow cancellations or returns for the items purchased. Unfortunately, this is a policy we must adhere to, as it was clearly outlined by the merchant and was part of the agreement during the purchase process.

Regarding the shipping delay, I understand your concern about the time it took for the merchant to process the order. While we understand this delay can be frustrating, once the items were processed and shipped, the merchant was no longer able to accommodate a return due to their policy.

I also understand your frustration with the lack of communication from the merchant. We agree that customer communication is crucial, and we are truly sorry that you havent received any updates or responses. However, at this point, we have no further ability to assist as the merchants return policy applies, and we have done all we can on our end.

We completely sympathize with your situation, and we hope this explanation helps clarify things. Please let us know if you have any further questions.

Thank you for your understanding, and once again, we apologize for the inconvenience caused.

Regards,

Harish
Manager
Groupon Customer Support
Customer Answer
Date: 01/09/2025

Complaint: 22743978

I am rejecting this response because:
No where in the ad on your website did it state there are no returns or refunds for this item. Not is there anything showing where to see this.
Sincerely,

******** *******
Initial Complaint
Date:12/29/2024
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 (2) Versaspray tan Groupons AFTER BEING LOCKED OUT FOR 13 MONTHS prior to that (since I had purchased the same Groupons 13 months prior). I was no longer locked out from purchasing because 13 months had gone by. When trying to use the Groupons, Salon Bronze told me I could not use them due to me already being in their system. I CLEARLY WAITED THE 13 MONTHS IN BETWEEN PURCHASING! Salon Bronze goes on to tell me its a new policy they had just spoken about in their meetings. Groupon let me purchase (2) Versaspray tans from Salon Bronze (after not being able to purchase for 13 months prior). Groupon refuses to refund me when this is clearly a scam!!
Business Response
Date: 01/01/2025
Hello *****,

Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.

Regarding your complaint: I can understand how frustrating this situation must be, and I sincerely appreciate your patience as we review the details.

After looking into your account, I see that your order was placed for 3 vouchers on 07/27/2024 instead of 2, and one of those vouchers was redeemed successfully on 12/26/2024.

Regarding the 13-month restriction mentioned, I see that your last purchase with this merchant was on 07/17/2020, which means the restriction may not have applied in the way you expected. If there is any additional information about another account or previous purchases you think might be relevant, please feel free to share, and we can look into it further.

Id like to clarify that the Not valid for clients active within the past 13 months policy is applied generally, meaning it affects all visits to the merchantwhether or not a Groupon voucher is being used. This policy is not specific to Groupon, but applies to all client activity with the merchant.

I understand that this has been disappointing, and I hope this explanation helps clarify the situation. If you have any additional questions or if theres more information you think might be relevant, please dont hesitate to reach out.

Thank you again for your understanding, and I look forward to hearing from you.

Harish
Manager
Groupon Customer Support
Customer Answer
Date: 01/01/2025

Complaint: 22742803

I am rejecting this response because I was ****** scammed and Groupon REFUSES to REFUND MY MONEY for (2) Versaspray tans from Salon Bronze. $31.00 total. I will never buy from Groupon again and will advise everyone else not to as well. This has been a horrible experience.

Sincerely,
***** ******
Business Response
Date: 01/08/2025
Hello *****,

Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.

Regarding your complaint: Thank you for your response. I can certainly understand your frustration with this situation, and I want to ensure we address your concerns appropriately.

To clarify, as mentioned in my previous response, the 13-month restriction that Salon Bronze applies is a general policy affecting all clients, not just those using Groupon vouchers. This policy applies regardless of how the voucher is redeemed, and it is not specific to Groupon. The restriction affects all visits, meaning if you were a client within the past 13 months, you would not be able to redeem any new offers until that period has passed.

Ive looked into your account and confirmed that your previous purchase was in July 2020, and the restriction would have applied to all subsequent visits until 13 months passed. Your purchase of two vouchers on 07/27/2024 was made after that period, which is why you were able to buy them, but the restriction would have still been in place based on the salon's general policy.

While we truly understand your disappointment, Groupon is unable to issue a refund in this case, as the policy was set by the merchant and not by Groupon. I sincerely apologize for any misunderstanding and frustration this has caused.

I truly hope this explanation helps provide clarity. If you have any further questions or would like to discuss this further, please dont hesitate to reach out.

Thank you for your understanding.

Harish
Manager
Groupon Customer Support
Initial Complaint
Date:12/28/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint against Groupon, Inc. regarding their lack of responsiveness and failure to assist with updating critical business account information.On 12/16/24, we took over ownership of Miss Beauty Spa that uses Groupon as a platform to sell vouchers. Since then, we have been trying to update the bank account information associated with the business to ensure proper processing of payments and avoid operational disruptions. However, despite repeated attempts, we have been unable to receive adequate assistance from Groupon's customer service.Our concerns include the ********************************'s customer service has been unresponsive to multiple requests for help.Instructions on Groupon's help site regarding account updates are inaccurate and incomplete.All phone numbers listed for Groupon's customer service are either disconnected or non-functional.This lack of support has created serious problems for our business:We have a limited window to coordinate with the previous owner to complete necessary account transfers.Customers who have purchased vouchers are currently unable to redeem them, leading to dissatisfaction and damage to our business reputation.We are exposed to financial liabilities as we cannot reconcile payments or properly account for outstanding transactions.We are requesting immediate intervention from Groupon to:- Update the bank account information in their system.- Provide direct communication with a customer service representative who can resolve this matter quickly.- Ensure that our customers can redeem their vouchers without further delays.We would appreciate the BBB's assistance in escalating this matter to Groupon, Inc. and ensuring that they address our concerns in a timely manner.Thank you for your attention to this matter. Please feel free to contact me at ************ or ****************************** should you require any additional information.
Business Response
Date: 01/01/2025
Hello ****,

Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.

Regarding your complaint: We sincerely apologize for the frustration and inconvenience you've experienced. We understand how critical it is to resolve the issues you're facing, and I want to address your concerns.

First, regarding your attempts to contact customer service, we were unable to locate previous inquiries from the email address associated with your complaint ******************************** in our system. If you've reached out from a different email, we werent able to verify those interactions. Additionally, as a merchant rather than a customer, the best course of action would be to contact our Merchant Support Team directly. Our customer support team is not equipped to handle merchant-specific issues, so they would be the team able to assist you further.

We apologize for any confusion caused by the information on our help page. The instructions for updating account details are available there, and if they werent clear, it may have been due to difficulty in navigating the page. We recommend revisiting the help page for the necessary details.

Unfortunately, we currently do not offer customer service phone support, and we understand that this can be frustrating. As mentioned, reaching out to Merchant Support is the best way forward for issues related to your account, as they are the team that handles merchant-specific queries.

We understand the urgency of your concerns, and as this involves merchant-related matters, I will be forwarding your request to our Merchant Support Team for further review. They will assist you with the account transfer, voucher redemption, and any financial matters directly, ensuring a prompt resolution.

We hope this helps clarify the situation, and we strongly encourage you to reach out to the Merchant Support Team directly. They are the appropriate team to resolve these matters promptly. Thank you for your patience and understanding.

Regards,

Harish
Manager
Groupon Customer Support
Customer Answer
Date: 01/02/2025

Complaint: 22740944

I am rejecting this response because: Attached example of correspondence with previous owner and myself directed to Groupon ***************** with no response for reference.

Sincerely,

**** ******
Business Response
Date: 01/08/2025
Hello ****,

Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************.

Regarding your complaint: Thank you for your follow-up and for sharing the additional correspondence regarding your case. I sincerely apologize for any confusion or frustration caused by this situation.

To clarify, the issues youve mentioned relate specifically to your merchant account and are outside the scope of what our customer service team handles. As I mentioned previously, we do not provide direct assistance with merchant-related queries through this portal. For these matters, you must reach out to our Merchant Support Team, who are equipped to assist with account updates, payment processing, voucher redemptions, and all other merchant-related concerns.

I understand that youve already made attempts to contact ****************** and I want to reassure you that I have escalated your issue to the appropriate team. They will be able to address the concerns regarding the bank account update and voucher redemption promptly.

Please make sure to follow up with the Merchant Support Team directly, and I am confident they will be able to assist you effectively. I apologize again for any inconvenience this has caused and appreciate your patience as we work to resolve your concerns.

Thank you for your understanding.

Regards,

Harish
Manager
Groupon Customer Support
Customer Answer
Date: 01/13/2025

Complaint: 22740944

I am rejecting this response because:
Dear ******,
Thank you for your response and for escalating my issue to the appropriate team. I appreciate your effort in reviewing my concerns.
As I mentioned previously, I have already contacted ***************** and provided a screenshot of the correspondence in question. To clarify further, the email chain shows that we were replying directly to a message from the Groupon Merchant Operations team. We reached out to them and were subsequently directed to the **************** which did not provide the assistance we needed for our specific case.
After following their instructions and finding the provided solution unhelpful, we attempted to seek further clarification and support but did not receive a response. This has left our concerns unresolved.
Initial Complaint
Date:12/26/2024
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.
On October 21, 2024, I purchased a Groupon for **** Club for a one-year membership for $70. When I tried to use the Groupon on the **** Club website it would not work. I contacted ****, they told me if I had a membership prior to buying the Groupon, they needed to delete my **** account before I could use the Groupon. **** was trying to charge me $110 for a membership since my OLD one from last year expired. It would not let me check out without paying the $110 for a membership. Obviously, I wasn't going to pay $110 when I just brought one from Groupon. So, when I contacted ****, they deleted my email and account to see if that would make my Groupon work. It still didn't work, so I contacted Groupon the same day, November 13, 2024, I explained to them that my Groupon won't work, I have contacted **** to try to make it right and make it work but it still wouldn't work. I have gone above and beyond at this point to try to get the Groupon to work, Groupon offered ZERO help to me. I asked for a refund of $70 to my credit card as I paid for something that doesn't work. They REFUSED to give me a refund to my credit card. They said they gave me "Groupon bucks" no clue what that is. I have no way to use them, told them when I contacted them that I want a refund to my credit card, I have since deleted my Groupon account since they refuse to help me and have disputed the charge with my bank. I was told by my bank today, December 26, 2024, that Groupon told them they don't refund purchases, they give you Groupon bucks. I told my bank I paid for an item that I can't use; this is theft. My bank was of no help either, they told me to contact the BBB to get a refund from Groupon. I am appalled that I have to go through ALL this with Groupon and my bank to get a refund for something that I can't even use that I paid for OVER 6 WEEKS AGO. This is disgraceful. I just want my money back. I will NEVER use Groupon again, they are thieves.
Business Response
Date: 12/29/2024
Hi Lacey,

Thank you for reaching out to us through the Better Business Bureau. I have reviewed your most recent comment and all internal Groupon correspondence. I responded to you a moment ago via email from **************************. I apologize for the trouble.

Regarding your complaint: I would like to sincerely apologize for the inconvenience and frustration you have experienced regarding your Groupon purchase for the ***** Club membership. We fully understand your disappointment and regret the issues youve encountered while trying to redeem your Groupon.

Upon reviewing your case, I can confirm that the initial Groupon credits issued were refunded back to your original payment method on December 27, 2024, at 09:22 AM. This was done in response to your request, and the refund corresponds to case number #********.

We greatly value your feedback, and I apologize again for the delays and any confusion this process may have caused. If you have any further questions or need assistance, please dont hesitate to reach out. We are here to help and want to ensure that this issue is resolved to your satisfaction.

Thank you for your understanding, and we hope to regain your trust in the future.

Regards,

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

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