Complaint Review: Groupon

On November 16, 2012, I paid Groupon $149 (using American Express) to buy a series of five 2-hour house cleanings through Klean as a Whistle in McDonough, GA. Theyve no-showed two appointments and arent returning calls. I want a refund of the unused value of the voucher ($149 for 5 visits = $29.80/visit. I have had one house cleaning, so balance due me is $119.20.)

Details are as follows:

November 17, Klean as a Whistles owner Jason McKenzie contacted me to set up 5 appointments: 30Nov at 10am, and 14Dec, 28Dec, 11Jan, and 25Jan all at 8am.   The company called me at 1040am on 30November to advise they would be late.  Mrs. McKenzie said they would be at my house by 2:30pm.  When they had not arrived, I finally called her at 3:07pm.  After a series of conversations, she finally cancelled that day's appointment.

I agreed to give them a 2nd try on our schedueld 14December appointment.  She and Mr. McKenzie did show up (20 minutes late), provided the full 2 hour cleaning service, and reconfirmed our 8:00am appointment for December 28.

On December 28, the McKenzies failed to call me and failed to show up. I  called both of their telephone numbers, and texted them, and have had no response.

At 10:13am on December 28, I contacted Groupon.  (After a failed appointment and a no-show, I no longer have confidence that the company - Klean as  Whistle - will actually deliver on their promise for 5 house cleanings).  



I called Groupon's 888-788-7858 number and spoke with representative Cindy in the Oxford, OH call center.  She advised she could give me the partial credit of $119.20, but only in the form of Groupon Bucks.  As it turns out, these are the same as a store credit.  In other words, Groupon is refusing to refund my money.  Instead, they insist on keeping it (and collecting interest on it, along with the money they are most likely holding hostage from other customers).   Groupon's answer to this service failure is to try to force me to buy something else from Groupon or simply lose my money. 

 

I asked to be transferred to a supervisor, and was connected with Lauren, who identified herself as a team leader.  She reiterated Groupon policy, and when I requested to speak with her manager, refused to transfer the call.  I asked for the manager's name (apparently it is "Nathan"), and Lauren said he is not available.  I asked to speak with any manager.  Lauren stated there are no managers anywhere at Groupon today.  I asked her to have someone call me.  She refused, stating that they might not call me, they might not even e-mail me. She said that even if they do send me an e-mail, it will simply reiterate their policy.

I then asked Lauren for their consumer affairs number at corporate headquarters.  She didn't know, and said the number I called is the only telephone number for Groupon.   (Actually, shes wrong.  After ending our call, I spent considerable time online and found a merchant number 888-582-4354.  However, when I called it, their rep Steve hung up on me when I asked for a manager.)

So, what is it that I want? Easy. I want Groupon to credit $119.20 back to my American Express account - the same account I've used for the numerous Groupon purchases Ive made.  I don't want their Groupon store credit.  I didn't pay them with a store credit.  I should not be forced to buy something from Groupon that I may not want or need in order to "get my money's worth".

Thank you.