Business Profile

Ecommerce

Groupon, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,465 total complaints in the last 3 years.
1,143 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i have tried to put my businsses posh pony trails on groupon and i tried multiple accounts with multiple emails and they said that it has been shut down but wont give a reason. i am a legit business and i cant do anything anymore and im screwed. i really need this for my business.
Business Response
Date: 01/02/2025
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 **************************. I apologize for the trouble.

Regarding your complaint: We sincerely apologize for the frustration you have experienced in trying to list your business, Posh Pony Trails, on Groupon. We understand how important this platform is to your business, and we regret that you have encountered these challenges.

As we are part of the customer support team, we would like to inform you that we are escalating your query to the concerned merchant support team. They will review the details of your case and will be in touch with you directly to provide an update and further assistance.

We understand the urgency of this matter and appreciate your patience while we work to resolve it. Please rest assured that the merchant support team will reach out to you as soon as possible.

Once again, we apologize for the inconvenience, and we are committed to helping you get this issue sorted out promptly.

Regards,

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

Complaint: 22753169

I am rejecting this response because: i have not received any more information on how they are going to fix my account. Unit then, I will be rejecting

Sincerely,

********* ******
Business Response
Date: 01/03/2025
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 **************************. I apologize for the trouble.

Regarding your complaint: I understand that you are currently rejecting the response, as you have not yet received an update on how the issue with your account will be resolved. Please be assured that your request has been escalated to the concerned team, and they will be in touch with you as soon as possible.

As we are part of the customer support team, we are unable to assist further with this matter. However, you are welcome to reach out directly to our Merchant Support team at ****************************************** for additional assistance.

Additionally, as a merchant, the best way to get help and manage your account is by visiting the Groupon *************** at ******************************************************. From there, you can access frequently asked questions, manage your account, and redeem voucher codes.

We appreciate your understanding and patience as we work to resolve this matter.

Regards,

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

Complaint: 22753169

I am rejecting this response because: theyre saying they cant fix the issue and thats not true. Stay away from this company

Sincerely,

********* ******
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.
Groupon allowed me to pay for a service through a provider that no longer has a partnership with Groupon. Trying to get a refund has been made a hassle, and the live chat doesnt always work.
Business Response
Date: 01/02/2025
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 **************************. I apologize for the trouble.

Regarding your complaint: I sincerely apologize for the difficulty youve experienced while trying to redeem your service and the trouble youve had obtaining a refund. We understand how frustrating this situation must be for you, and we are committed to resolving it as swiftly as possible.

Unfortunately, we were unable to locate the exact order you are referring to. To help us get to the bottom of this issue and assist you further, I will need some additional details from you. The more information you can provide, the quicker we will be able to resolve the issue.

I have requested the necessary details in the direct email, please refer to that and reply back to that same email. I will be awaiting for your response.

If theres anything else youd like to share, please feel free to include it in your reply. I am looking forward to assisting you and resolving this matter as quickly as possible.

Thank you for understanding!

Regards,

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

Complaint: 22752955

I am rejecting this response because: Id like to have my complaint reopened. Groupon has yet to respond to my email asking how to access the details they are asking for, since I have been unable to find that information in the app or on the website.

Sincerely,

***** Bangali
Business Response
Date: 01/14/2025
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 **************************. I apologize for the trouble.

Regarding your complaint: I apologize for the confusion and inconvenience youve experienced. I understand how important it is for you to access your voucher details, and Im here to assist you.

To find all of your vouchers, simply follow these steps:

1. Open the Groupon mobile app or visit our website: **********************************************.
2. Ensure you are logged in to your account.
3. Navigate to My Groupons (on the mobile app or website) where you will find a complete list of all your purchased vouchers.
If you still have trouble accessing the details, please feel free to reply to this email, and I will be more than happy to assist further.

Once again, I apologize for any inconvenience caused, and I appreciate your patience as we work to resolve this issue.

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.
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 orders a Roomba J7+ on December 3, 2024 as a gift through a Groupon deal. The roomba ended up being refurbished which I did not see when ordering as it was only listed in the fine print. The roomba did not work after opening and I wanted to return. The ad listed free return shipping if sent back within 30 days. I reached out to Groupon and they accepted my return but told me the only free shipping would be for warranty repairs otherwise I would be responsible for the $100 shipping fee! This is the biggest scam or fraud case ever. I sent several emails to ***** & only got back the same response about warranty cases only.
Business Response
Date: 01/02/2025
Hi ****,

Thank you for reaching out to us through the Better Business Bureau. I sincerely apologize for the frustration and inconvenience you've encountered with your Roomba purchase and the return process. I completely understand how disappointing this experience has been for you, and I want to assure you that we are taking the necessary steps to resolve this issue.

In light of your concerns, weve taken immediate action by contacting the merchant on your behalf. We have requested that they provide a free return shipping label, as originally promised. This is being handled under Case #********, and we are working diligently to ensure that your request is addressed as quickly as possible.

Please know that we are committed to making this right for you, and I will keep you updated on the progress. If you have any additional questions or concerns, don't hesitate to reach out. Your satisfaction is very important to us, and we truly appreciate your patience and understanding as we work to resolve this matter.

Kind regards,
********
Manager
Groupon
Customer Answer
Date: 01/02/2025

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: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:
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 2 Go City - ********* All-Inclusive: 2- to 5-Day Pass from Groupon (Order Number: **********) for use during my vacation in *********, the cost was $430.20 USD. The pass included access to various attractions, including one premium attraction. I reserved the Strip Night Flight on Papillon Helicopters as my premium attraction, which activated the pass. However, I was unable to utilize this premium experience due to factors beyond my control. -System Errors:Upon arrival at the Papillon Helicopters terminal at the scheduled time, I was informed that the reservation had been incorrectly moved to the following day due to a system issue between ******* and ********, which Papillon staff acknowledged as a recurring problem. -Cancellation Due to Weather:When I returned the following day, Papillon canceled all flights due to adverse weather conditions. ******** provided a formal letter confirming these issues and approved a refund.-Restrictions on Premium Attractions:Because the pass was activated for Papillon, I was unable to redeem it for another premium attraction. Furthermore, due to my travel schedule, I could not return for a third attempt to use the pass.-Acknowledgment by Go City:Go City removed the scan for the Papillon attraction and directed me to Groupon for a refund since the purchase was made through Groupon.-Groupons Refusal to Refund:Despite the evidence provided, including Papillons acknowledgment and Go Citys confirmation, Groupon has refused to issue a refund. Groupon cited that I used other attractions included in the pass, but these were minor attractions unrelated to the premium experience I was primarily purchasing.This situation resulted in significant inconvenience, wasted time, and additional transportation expenses. The failure of Groupon and its partners to deliver on the promised service was entirely beyond my control, and I believe I am entitled to a full refund of the purchase price.
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 youve faced during your trip, especially regarding the premium attraction and the issues with the Papillon Helicopters reservation. I understand how disappointing it can be when plans dont go as expected, particularly when they affect your vacation time and experience.

Upon reviewing your case, I can confirm that our team has thoroughly investigated the issue and reached out to the merchant. While we understand that the weather conditions led to the cancellation of the Papillon flight, our review also shows that you did activate your passes and used them at other attractions during your visit. Additionally, the conversation you provided mentions that the Papillon attraction redemption was returned, which would have allowed you to use the pass for another attraction.

However, as the passes were used at other attractions and were subject to merchant availability, and given that the passes have now expired, we are unable to process a refund. We understand this outcome is not what you were hoping for, and we deeply empathize with the inconvenience this has caused. Please know that we are always committed to delivering the best experiences for our customers, and we regret any disappointment you may have faced.

As a gesture of goodwill and in recognition of the inconvenience caused, I have credited your account with $85 in Groupon Bucks. These Bucks will be available immediately and can be used on any eligible deals within the next 180 days. You can view your balance at ********************************************** or in the My Stuff menu on the app.

At Groupon, we are committed to ensuring a positive experience for our customers, and I truly apologize if this situation has caused you any distress. I apologize once again for the inconvenience, and I hope this gesture helps in making up for some of the frustration caused.

If you need any further assistance, please dont hesitate to reach out.

Regards,

******* *********
Manager
Groupon Customer Support
Customer Answer
Date: 01/03/2025

Complaint: 22746878

Thank you for your response and for taking the time to review my case. I appreciate your acknowledgment of the issues and the gesture of offering Groupon Bucks. However, I must respectfully decline this offer, as it does not adequately address the losses and inconvenience I incurred due to circumstances entirely beyond my control.
While I understand that I activated the pass and utilized minor attractions, the core value of the pass lies in its inclusion of one premium attraction. My primary intent was to use the pass for the Papillon Helicopters Strip Night Flight, which was unavailable due to:
-System Errors: The booking system between ******* and Papillon malfunctioned, resulting in my confirmed reservation being moved to a different day without my consent.
-Weather Cancellations: On the rescheduled day, the flight was canceled due to adverse weather conditions.
Despite efforts to resolve these issues, I could not utilize the premium attraction, and as the pass had already been activated, I was unable to access another premium experience. Additionally, I incurred further expenses in time, transportation, and disruptions to my vacation plans.
The offer of Groupon Bucks is not a suitable resolution, as:
-They do not equate to the monetary value of the pass I purchased.
-They are limited in use and validity, and I do not have plans to use Groupon services again.

I am requesting a full refund to my credit card of the amount I paid for the pass due to the inability to use the premium feature and the failure to deliver the expected service. I hope you understand that this is a matter of principle, as I paid for a product that could not be used as promised through no fault of my own.

Please reconsider your stance and process the refund. If necessary, I am prepared to pursue this matter further, including escalating through other consumer protection channels.
Thank you for your understanding. I look forward to a resolution that reflects Groupon's commitment to customer satisfaction.l

Sincerely,

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

Thank you for reaching out to us through the Better Business Bureau. I truly understand your frustration, especially given the challenges youve faced with the Papillon Helicopters Strip Night Flight and the circumstances surrounding your experience.

As earlier informed, we have thoroughly reviewed your case and reached out to the merchant regarding your voucher. The merchant has clarified that while the weather conditions led to the cancellation of the flight, you were still able to activate your pass and use it at other attractions. The conversation logs confirm that the redemption for the Papillon flight was returned, allowing you to use it for another attraction instead.

Unfortunately, as attractions are subject to merchant availability, and since your passes were used at other attractions, the merchant has denied your refund request. Since the passes have now expired and the usage occurred at other attractions, we regret to inform you that we are unable to process a refund to your original form of payment.

We understand this may not be the resolution you were hoping for, and we sincerely empathize with the inconvenience this has caused during your vacation plans. As an exception, we have already credited your account with $85 in Groupon Bucks as a gesture of goodwill, which can be used for future purchases.

While I recognize that this outcome may not fully address the disappointment youve experienced, I want to assure you that we are committed to resolving issues as fairly as possible within the framework of our policies. I genuinely apologize for any inconvenience caused.

Regards,

******* *********
Manager
Groupon Customer Support
Customer Answer
Date: 01/14/2025

Complaint: 22746878

While I acknowledge Groupons effort to address my concerns, I must reiterate that the resolution offered does not adequately compensate for the inconvenience and financial loss I experienced. I am providing additional context and evidence to clarify why I am entitled to a full refund.
The root issue lies in the malfunction of the reservation system between ******* and ********, which caused my confirmed reservation to be shifted without my consent. This failure directly impacted my ability to enjoy the premium attraction I paid for.
Groupons justification that I could have redeemed the pass for another premium attraction is not valid for the following reasons:
My time in ********* had concluded, and I was no longer in the city to redeem another attraction. I am attaching my return flight boarding pass as evidence of this.
Most premium attractions require advance reservations, which I could not make due to the limited time caused by the original scheduling error.
The activation of the pass for minor attractions should not negate my right to a refund for the primary featurethe premium attractionthat I was unable to use due to factors beyond my control.
While I appreciate the gesture of $85 in Groupon Bucks, this is not an acceptable due to Groupon Bucks are limited in scope, validity, and usability, and I do not plan to use them.
Given the evidence provided and the circumstances, I request a full refund to my original form of payment. I also urge Groupon to consider the systemic issues highlighted here, as they are likely to affect other customers in the future.
If this request is not resolved favorably, I will be compelled to escalate this matter further through additional consumer protection channels.
Sincerely,

****** ******* ******
Initial Complaint
Date:12/30/2024
Type:Delivery 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 placed order ********** on 12/8/24. I received the order 12/17/24. Upon inspection of the order I was missing 2 out of 10 of the items and the other cans of spray felt empty almost. I attempted to contact Groupon and was directed to contact goods marketplace support; which I did. I kept going back and forth with them and stopped receiving a response as of 12/26/24 with no resolution. I reached out to Groupon again and kept getting auto generated responses about a duplicate complaint, but no resolution. I am trying not to get my banking institution involved, but if I have to I will to dispute the charge.
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: Im truly sorry to hear about the issues you've experienced with your Marketplace order. I understand how frustrating this must be for you, and I want to help you get this sorted out.

I can see that you have already been in touch with the merchant, and I noticed they replied to your inquiry on December 26th with an offer to re-ship the missing items. Given that the 26th was a Friday, its likely there was a delay in communication over the weekend, but they should be in touch with you shortly.

We kindly ask that you allow a few more days for them to respond. If there is any further delay, our Goods Resolution team will step in to help ensure that your issue is resolved.

Please continue to use the email confirmation you received when you first contacted the merchant, as it will help you get the quickest response from them.

Thank you for your understanding and patience. If you need further assistance, dont hesitate to reach out.

Regards,

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

Complaint: 22746101

I am rejecting this response because:
I told you all and the seller that the full item needed to be replaced. I am missing 2 cans of spray and the others feel almost empty.

Sincerely,

****** ******
Business Response
Date: 01/07/2025
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 reaching out again. I understand your frustration with the situation, and I want to assure you that were here to help.

I see that you've communicated with the seller about the missing items and issues with the cans. Based on the seller's response, they offered to re-ship the missing items, and we kindly ask that you provide them with the details regarding the faulty cans, including the need for a full replacement. The merchant should be able to work with you to address both the missing items and the concerns about the defective products.

Please continue to use the initial email thread with the seller, as this will ensure a faster response. If you do not hear back soon, please let us know, and our Goods Resolution team will step in to escalate this matter on your behalf.

We understand the inconvenience this has caused, and we are committed to helping resolve this as swiftly as possible. We appreciate your patience and cooperation.

Thank you for your understanding. If you have any further questions, please don't hesitate to reach out.

Regards,

Harish
Manager
Groupon Customer Support
Customer Answer
Date: 01/08/2025

Complaint: 22746101

I am rejecting this response because: I've sent photos to the business and they blatantly ignored what I said and sent 2 replacement cans. They do not correspond well and I'm tired of back and forth. I won't purchase from Groupon.

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

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