Another take on Groupon customer service...

ferf1223

Since there has before been such an outcry about their customer service I thought I would post this.

In April we bought 2 Groupons for the Heathrow Express - £7.50 each, good deal as we will be using the Heathrow Express before the expiry date.

Unfortunately - being a complete moron - I totally forgot that we had to redeem the voucher by 2nd July...until yesterday.

I emailed Groupon to ask if there was any way I could still use it, or any chance of a refund, even though it was down to user stupidity.

They have issued me a £15 Groupon credit. Clearly this was my mistake...clearly...I would not have expected them to do anything other than tell me I'm an idiot (maybe not in those exact words)...and yet as a gesture of goodwill they have credited my account.

I think that is exceptional...yes, it's a credit and not a refund...but I will buy more Groupons, so that is more than acceptable to me....especially given that I really didn't deserve anything.

stoneman

We too had a problem with a hairdressers voucher that oh had bought. On the last day the voucher was valid for and she had booked in for her appointment we forgot that we had to be somewhere else. Again our fault, but emailed groupon on the off chance to see if anything could be done, they credited her account with the value of the voucher to use on something else.

holidaysforme

We had a problem booking a restaurant. We contacted Groupon and received a very nice email a couple of days later, and a £5 Groupon credit by way of an apology.
It wasn't Groupon's fault but the merchant who was trying to impose extra t&c on this particular restaurant deal.
i was very impressed and have since bought more groupons.
The Restuarant turned out to be a real find as well:D, and although pretty expensive at full price, we would go back for an occassional treat!

brunettegirl

I too had a good experience with Groupon Customer Service. The hairdresser I booked with refused to highlight hair. Groupon were very nice and gave me value of coupon onto my account. Took all of 10 mins to organise. Very pleased

Tiggytots

Groupon claim their "philosophy is pretty simple: we treat our customers the way we like to be treated". I can only presume that this means they enjoy being totally ignored and dealing with companies who don't seem to give a dam?? Great Philosophy Groupon!!

I purchased some bathroom scales from them, and had the wrong scales delivered. After spending 5 days trying to get through to the company they came from - and continually being told my call was "very important" I eventually got through only to be told straightaway that they knew why I was ringing - before I told them - and that Groupon were aware of the "problem" caused by a code error! They said I needed to contact Groupon and resolve the matter with them.

I emailed Groupon asking for a full refund and for them to collect the incorrectly delivered scales asap. 2 days later, received a generic email advising me of the code error - no mention of a refund or collection.

I emailed them back, again asking for a refund and for the scales to be collected. The following day I received an email advising me if I wished to return the scales I could do so AT MY EXPENSE??? Why should I pay for their error? I have asked them this in 4 emails over the past 5 days and now they suddenly seem to have gone mute!!

Fantastic customer service Groupon - you must be so proud!!! Or is it the fact that you have now got so big that you simply DON'T CARE!!!!!!!!!!!

michele-p

I too have just had a good experience with a refund from Groupon. They must have good and bad days!

Rahven

I had a good experience with Groupon too. Bought a voucher for a restaurant that then went out of business - I found this out when I went down there after being unable to get through on the phone for days.
Emailed groupon and they refunded me straightaway, no questions no hassle.

uk_american

Personally, I've had mixed experiences with them, and I found the deals much better in the past. The past two times I have not been able to redeem the Groupon--the vendor told me that Groupon oversold and it wasn't her issue, that I needed to take it up with them. I would have thought she would have tried to create some business by offering me another service, but whatever.

The last time, when I called to get a refund as it was more than a month until expiration and the vendor could not accommodate, Groupon tried to force me into a 'credit' for the same value rather than a refund. I insisted on a refund. You sold me something that you cannot deliver. I did get the cash back in the end.

Since then...no Groupons for me.

I think it may be similar to what the other poster said, about how they've become too big. For the two previous experiences where I could redeem, I asked the vendor how their experience had been. Both said that Groupon was horrible to work with, and while they had new clients from them, Groupon was difficult. In one case Groupon had not included relevant info into the offer, so customers were disappointed. In addition, the vendor's take is minimal. For a Groupon that I paid £ 10 for, the vendor said they would receive £1.50 of that back, when they sent it to Groupon.

Just my two cents for this evening.