Groupon issue

ElvisPresleysCat

Hi,

A bit of an odd one. I purchased a voucher on 6 Aug 2014 for discounted "Two Personalised Triple Ring Necklaces". This included the engraving of three names per necklace and P&P.

The T&Cs state I must:

1. Follow the "How To Get It"
2. Instructions in the "Fine Print"
3. Allow for the delivery timeline as per the "Fine Print"
4. Enjoy your Groupon

And my:

RIGHT TO CANCEL
You have the right to cancel the purchase of the Voucher within 14 calendar days from the day you receive email confirmation of your purchase. However, if you redeem your Voucher during this
14 calendar day period, you will lose your right to cancel the purchase. If you wish to cancel and return a Merchant Offering that you already received, the Merchant’s cancellation and/or return policy will apply. You will need to get in touch with the Merchant to enquire about the possibility to cancel and return or exchange the Merchant Offering.

Now, here's where it gets a little complicated. I didn't redeem my voucher immediately, and when I thought I did, I actually didn't, as there was a technical issue; I suspect I was pushed for time and rushed. Anyway, Groupon took my cash and I have been unable to contact the merchant (they don't have a phone number, only an on-line web form), Groupon have failed to respond to several emails, and refused to refund the money when I eventually managed to speak to a human on the phone.

I'm really asking where do I stand rights-wise. I'm down on the case, I have no goods, and neither company - Groupon or the merchant - will talk to me or refund me.

Thoughts.

Thanks,
Adam.

visidigi

You bought on the 6th of August.

You had 14 days to change your mind, voucher redeemed or not

When did you actually contact Groupon via durable means asking for a refund?

If its over 14 days...you're not entitled according to the terms to which you agreed.

ElvisPresleysCat

I contacted Groupon a couple of weeks ago, twice via email and twice on the phone.

The issue is I have neither money nor goods. What are my rights with regard to not having either? Putting aside the 14 day period which applies once the voucher is redeemed, presumably the merchant should have provided the goods, which it has not?

Thoughts?

Thanks.

visidigi

CaPPsiE wrote: »

I contacted Groupon a couple of weeks ago, twice via email and twice on the phone.

The issue is I have neither money nor goods. What are my rights with regard to not having either? Putting aside the 14 day period which applies once the voucher is redeemed, presumably the merchant should have provided the goods, which it has not?

Thoughts?

Thanks.

You're reading it totally wrong (or I am).

"You have the right to cancel the purchase of the Voucher within 14 calendar days from the day you receive email confirmation of your purchase."

That purchase that they talk of is the email confirmation of your VOUCHER purchase.

On the basis the following line says

"However, if you redeem your Voucher during this
14 calendar day period, you will lose your right to cancel the purchase."

Therefore you are not entitled to a refund from Groupon.

As for not having the goods, you need to check what the terms are of how long you had to redeem your voucher and if that has passed.

I mean, being in a rush isn't anyones problem and isn't covered under any consumer right.

ElvisPresleysCat

Perhaps I have written this incorrectly:
"Putting aside the 14 day period which applies once the voucher is redeemed, presumably the merchant should have provided the goods, which it has not?"

Forgetting any voucher contract I may have with Groupon, the merchant has failed to provide anything. Had I purchased a faulty laptop from Dixons/Currys my beef would be with Dixons/Currys, not the manufacturer of the laptop.

Yet with Groupon, this seems different, so much so that I have, in fact, no clout whatsoever. I cannot contact the merchant, and Groupon is denying responsibility.

Thoughts?

visidigi

To be clear, the 14 days is FOR the voucher - you need to stop saying 'when its been redeemed' as that's factually wrong.

In your opening post you said this:

I didn't redeem my voucher immediately, and when I thought I did, I actually didn't, as there was a technical issue; I suspect I was pushed for time and rushed.

So to be clear...

You bought a voucher.
You have the voucher.
Redeeming the voucher is now up to you.
You cannot get said goods without redeeming voucher.
You haven't redeemed the voucher.

So what exactly are you expecting? Does the voucher have an expiry date separate to your groupon contract which has now expired and is that why you're trying to pin this on Groupon?

Its not Groupon's fault from what you have said.

Do you want to take another stab at explaining the facts as requested?

susancs

OP,you should be able to see the voucher you purchased/redeemed in my groupons if you sign into your account. You sign into your account, click on your anme on top right hand corner and my groupon from drop down box. Click on view voucher and it should give you the redmeption details and voucher code to order your goods.

ElvisPresleysCat

Groupon appear to be exhonerated from any subsequent claim, despite my purchasing the voucher through them. What are my options with regard to the merchant who hasn't sent me anything nor has the merchant contacted me? I have no phone number and cannot find one after searching extensively. Only a web form is available through which I've sent emails.
Using the Dixons analogy, my complaint would be lodged with Dixons regarding any faulty product; however with Groupon, because no goods were exchanged, this seems not to be the case, so I'm rather stuck.

Any advice is appreciated. It's with noting both are UK companies.

Thanks.

peachyprice

CaPPsiE wrote: »

Groupon appear to be exhonerated from any subsequent claim, despite my purchasing the voucher through them. What are my options with regard to the merchant who hasn't sent me anything nor has the merchant contacted me? I have no phone number and cannot find one after searching extensively. Only a web form is available through which I've sent emails.
Using the Dixons analogy, my complaint would be lodged with Dixons regarding any faulty product; however with Groupon, because no goods were exchanged, this seems not to be the case, so I'm rather stuck.

Any advice is appreciated. It's with noting both are UK companies.

Thanks.

If you didn't redeem the voucher how on earth do you expect the merchant to send you anything?

It's not up to the merchant to contact you to remind you to redeem the voucher, you bought it, it's up to you to complete the transaction by redeeming the voucher.

Is the voucher still valid or has it expired?

visidigi

CaPPsiE wrote: »

Groupon appear to be exhonerated from any subsequent claim, despite my purchasing the voucher through them. What are my options with regard to the merchant who hasn't sent me anything nor has the merchant contacted me? I have no phone number and cannot find one after searching extensively. Only a web form is available through which I've sent emails.
Using the Dixons analogy, my complaint would be lodged with Dixons regarding any faulty product; however with Groupon, because no goods were exchanged, this seems not to be the case, so I'm rather stuck.

Any advice is appreciated. It's with noting both are UK companies.

Thanks.

Can you ANSWER the question. Does the voucher have an expiry?

If so, what is it.

Stop looking for excuses. I suspect the voucher expired, you were too late/disorganized/rushed/etc and now you feel like someone else should cover for you.

Using your Dixons analogy, had you bought a gift voucher from them which had expired before you used it they wouldn't even entertain you.

Same as everyone else involved in your situation I suspect. But will await the long requested information in your next post (I can live in hope...)

ElvisPresleysCat

Firstly apologies for not answering your question. The voucher expired 29 Aug 2014. However, it was redeemed before this date so it was valid when I aimed the services and goods from the merchant. That is all in order. It breaks down when Groupon won't help and I cannot contact the merchant.

I'm short, it is a case of where do I stand with regard to consumer rights?

I appreciate your help, but your tone is condescending. Despite your disparaging assertion, I'm not looking for excuses or wanting someone to cover me. I want the merchant to provide the service and goods I paid for.

The Dixons gift card analogy is slightly different because I would deal solely with them after paying for the card. However, if Dixons were to sell me a giftcard for Sony which I then redeemed but the goods were not subsequently provided, to whom do I direct my query?