Groupon/Ebeez postage fee to Northern Ireland

helzsher

Hi there, I am looking for any advice you can give me.

I purchased a Groupon voucher for a bin that was coming from Ebeez. The fine print stated that the 49 price excludes 6.99 postage. then goes on to give a list of other points, in the same paragraph.

In the next paragraph, the very last thing that is mentioned is allow up to 12 working days for delivery: UK mainland only.

I bought the groupon, which sent me out a voucher I followed a link in the voucher to take me to the ebeez site where I submitted all my details and on the last page it came up with 12 odd pounds postage, not allowing me another option!

I have tried to contact Ebeez and Groupon via email, the Groupon website states that they are bound to answer emails within 24 hours. I emailed them on Monday, Ebeez got back to me first - today. I then tried the Groupon phone number and the automated voice tells me that the number has not been recognised!

Ebeez got back to me today and said this: Thank you for your email. The Groupon price shown on voucher states that it is valid only for UK mainland area. However, our delivery partner Yodel charges us extra for delivering it to Northern Ireland as it is in non-UK mainland area, we are bound to do so.
I can understand the inconvenience caused due to it.
I thought that sellers are required by law to fully disclose any additional costs associated with my purchase but nowhere on the Groupon did it mention a 12 pound fee for customers based in Northern Ireland. The mention of UK mainland only is written directly after 12 day delivery estimate which leads the customer to believe that UK mainland only is referring to delivery time.

Can you tell me what I can do next as I really dont know whose responsibility it is to fix this.

Thank you

Helen

visidigi

....Its well known that Northern Ireland shipping costs are higher than mainland.

The colon after 12 working days for delivery mean that the UK Mainland line is a separate condition.

I am afraid assumption might be most to blame here unfortunately.

helzsher

I have been buying items off the net for years so when I see a price given for postage I dont see that as making an assumption but trusting in the information given. If the groupon had stated postage fees will vary outside of the UK mainland or postage to Northern Ireland will cost ... I would have taken this to be my mistake. In addition I have heard nothing at all from Groupon despite what they call "incredible customer service". Feel a bit deflated about the whole thing now!

GrouponUK_company_representative

Hi @helzsher, we're sorry to hear that you experienced difficulty with delivery to Northern Ireland. Please note that in the "Fine Print" all ebeez.co.uk deals state "UK mainland delivery only". As you have emailed our support team, what's your email address or ticket reference number received in the subject line of our automated email so we can ask customer service to email you back ASAP regarding this? Please post it below. Sorry for any inconvenience caused. Thanks, Groupon UK

wealdroam

OP, I can't find your exact deal on the Groupon site, but a very similar one showed this as the 'Fine Print'...

Is that how it showed on your deal?

Can you possibly provide a link to your deal?

mattyprice4004

Seems pretty clear to me, guess it's just a lesson in reading things properly next time.

helzsher

Ok, I seem to be getting some strange responses so I should give you guys more information. Matty Price - the fine print on my groupon read as follows:

FURTHER INFORMATION: Excludes 6.99 postage. Valid on option purchased only. By purchasing a Groupon you are purchasing a voucher for the underlying products or services described above. Orders fulfilled by ebeez. Original values verified on 27 July at 10.25am.
See the fules that apply to all deals.
1. Place your order by 22 September at (website) using Groupon codes.
2. Allow up to 12 working days for delivery; UK mainland only.

Now if you read this in full as I did. The UK mainland only which is a separate point written after the number 2 right next to delivery time suggests that the arrival of the item will be in 12 days for UK mainland only - it does not in anyway suggest that the price of postage is affected but rather the delivery time is affected.

In addition I bought another household item the same day from Groupon the fine print of which read Excludes 4.99 postage UK mainland only. So the price was right beside the UK mainland only. I was still only charged 4.99 for this. So how does this make sense?

The fine print was not clear. If I was to be charged more, the UK mainland only should have been right next to the cost of postage. Not in a completely separate paragraph next to the delivery time. And if they are standing by UK mainland only as being the reason that I was charged more, then why wasnt I charged more for the other household item?

Also I am subscribed to the Belfast Groupon - why is this Groupon coming into my email with a definite postage price which you are saying does not relate to me due to my location? I am subscribed to the Belfast page. If it doesnt relate to me - why are you sending it to me?

I would lilke an answer to this, and I would also like to see transparency on charges to Northern Ireland. Such as delivery to Northern Ireland will be X. I only found out how much it was going to really cost after I had bought the voucher, gone to the Ebeez page, submitted all my details and then on the second last page the postage price was revealed. This isnt right.

GrouponUK_company_representative

Hi @helzsher, as you have already emailed us, can you please post below your ticket reference number received in the subject line of our automated email. One of our representatives can then answer all of your questions above and we can certainly look into what happened here. We look forward to hearing from you. Groupon UK.

helzsher

Ticket number is 3065993. I also phoned, the girl I was speaking too was very sweet but had to keep putting me on hold and obviously asking someone else what she should say in answer to my questions and while she admitted responsibility that the postage cost to Northern Ireland should have been on the voucher, she sounded quite young and didnt really know what to do with my complaint.

zaax

I would also suggest that statement was about the scotish isles and not Northern ireland, and therefore ambiguous

GrouponUK_company_representative

Thanks @helzsher, someone will be in touch soon via email to offer you a resolution.