Groupon
Clinic Pushed Upgrade Before Offering Voucher Appointment

I purchased a voucher with Groupon for a live blood test at the Harley Clinic in April. After several attempts at contacting the clinic they eventually telephoned me two months later to offer me an appointment. They offered me an appointment at 5.30pm on the very last day that the voucher was valid. When I said that was inconvenient they said that if I upgraded my package for an extra £150 they would be able to fit me in sooner. Without upgrading I could take or leave that appointment. They made it very clear that they had sold more vouchers that they could ever offer appointments, and were focused on booking those people who would be paying for additional services from them.

I called Groupon to notify them that this offer is clearly being used by the Harley Clinic as a scam to entice customers in before putting pressure on them to spend significantly more on additional services. I explained to the customer services manager Kabir that I felt Groupon owed me an apology (after all they have had my money for the last two months) and that this wasn't the kind of customer service I expected from such a large organisation. He was curt, unhelpful and clearly just wanted to palm me off by offering a refund. For a company that relies on word-of-mouth and is expanding so rapidly, treating customers with such discourtesy is naive.

Company: Groupon
Country: USA

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