Groupon won’t collect or refund: blaming COVID

smartinterior

I am having a nightmare with Groupon Customer Service.
Bought rattan garden furniture for £530 on 30/3/20 and it was delivered 8/4/20. As soon as we unpacked it, we could see it was faulty, so I contacted Groupon straight away. Two months and 40 emails later (using Which templates to cite my rights etc.) and they are still  saying their delivery/collections company is not collecting due to government guidelines and I should please store the product until it resumes business. They continue to deliver, not collect and have not yet been able to demonstrate this is a government restriction as they say rather than a business decision.
I am at my wits end, cannot afford to get replacement furniture until they refund it, cannot use my lounge as two enormous boxes are in it waiting collection. Lockdown and the good weather has been hard!
Anyone else had a similar problem, can anyone offer some advice? I am looking into the small claims court but fear trying to take anyone to court during Covid would not be looked on favourably. I feel Groupon are almost using it as an excuse to prioritise sales and not offer customer service. I have complained to my credit card and they say it may take 8 weeks to consider my claim.
Thanks in advance for any help you can offer.
 

born_again

Many companies are doing the same. They can control what is going out of their stores. But have no control over incoming goods. Even if you could get it back, some are simply setting them aside. As they are prioritising goods out.

As a aside, just where were you going to store the items in the months you could not use them?

sheramber

 For the safety of staff many companies have suspended collections and returns.
This is to avoid any contaminated goods being brought into the premises and collection teams picking up from unknown conditions.
By law employers have to safeguard their workers working conditions. That is why call centres have been closed and staff are working from home.

P.S. From the start of lockdown we were told to only buy essential items. 
 

smartinterior

I had bought a cover included in the deal, so it could stay outside all year round.

Kate_P2013

Smartinterior I am in the same boat, received garden furniture  27th March, table arrived smashed  all broken glass inside and they expectied me to keep it in my small house along with the 3 other boxes. I am too at my witts end with endless emails (sometimes they try to close the case down). I have also found out certain couriers are now operating and collecting which I have stated in emails but they still ask me to hold onto it.
12 weeks down the line it is still here in the way and still no refund. 

DoaM

Per consumer law a refund is not conditional on the goods being received back by the seller ... a refund is to be given within 14 days of being notified of cancellation due to breach of contract. Have either of you tried contacting your card providers?

BUT ... look very carefully at what you bought. Did you buy the products themselves, or vouchers to be redeemed against the products? If the latter then you'll only be entitled to refunds in Groupon vouchers/credit.

pinkshoes

smartinterior said:

I had bought a cover included in the deal, so it could stay outside all year round.

In which case, put it outside in the boxes with the cover (or alternative) over to stop it getting soaked. Let them know that unless they collect within 7 days, it will need to be stored outside due to its size. they cannot feasibly expect you to store such a huge package in your house!!

Why are you expecting a refund? Groupon sells VOUCHERS to redeem against goods, so you are likely to have a £530 Groupon voucher to spend rather than a cash refund. You need to check the wording on your contract carefully. 

smartinterior

Thank you for all your comments. So sorry you too Kate are in the same position.
The purchase was for goods and not vouchers and having spoken to a magistrate friend I am opening a claim at the small claims court this week having given Groupon 7 days notice. Their reply remains please hang on to it for a few more days and no end or reassurance in sight. It is now 14 weeks. I will update the post with progress as it happens. Thanks again!

smartinterior

Kate_P2013 said:

Smartinterior I am in the same boat, received garden furniture  27th March, table arrived smashed  all broken glass inside and they expectied me to keep it in my small house along with the 3 other boxes. I am too at my witts end with endless emails (sometimes they try to close the case down). I have also found out certain couriers are now operating and collecting which I have stated in emails but they still ask me to hold onto it.
12 weeks down the line it is still here in the way and still no refund. 

The company Groupon use is Arrow XL. Their website hasn’t been updated since March! I feel your pain and will keep you posted. Let’s help each other’s we can!

Mr_Rew

DoaM said:

Per consumer law a refund is not conditional on the goods being received back by the seller ... a refund is to be given within 14 days of being notified of cancellation due to breach of contract. Have either of you tried contacting your card providers?

BUT ... look very carefully at what you bought. Did you buy the products themselves, or vouchers to be redeemed against the products? If the latter then you'll only be entitled to refunds in Groupon vouchers/credit.

Hi DoaM, where is the paragraph in consumer law you are quoting... As I want to hit them with that. So I want to make sure I’m using the correct phrases.

I’m in same boat as above, mine is a bed mattress, pretty essential as I’m on temporary bedding. The supposed, orthopaedic,  pocket sprung, reinforced sides, arrived, and did not reflect the promotion.
To get passed the ‘No refunds or returns on mattresses’ I’ve already hit them with...
Part 1 Chapter 2 of the Consumer Rights Act 2015, the goods must be "satisfactory and as described”. 
That prompted them to saying I have to wait for the mattress to be collected, but they can’t because of Covid... yada yada... and I have to wait for it to be inspected before they will say more.

So I’m really interested in this 14 day rule, so I can go to a bed store and order .

Thanks in advance

ThumbRemote

sheramber said:

P.S. From the start of lockdown we were told to only buy essential items. 
 

No we weren't.