Groupon
Refund Within Seven Days Initially Refused by Customer Service Rep

Please please review Groupon new refund policy. Maybe it's just this particular rep, but she seems to be banking on the possibility that I don't read their policy.

I called Groupon for a refund (I changed my mind within the stated 7 days) - after they didn't reply my email after 2 days, but the customer service rep initially told me that she couldn't refund me just because I changed my mind. When I pointed out that the stated policy did not make that distinction and I can do a refund if it's within 7 days, she back-pedaled a little and said she can fix this on a case-by-case basis, and in this case, she will refund it to me as Groupon credit. Again I insisted that their policy allows for immediate refund back to credit card, and again she back-pedaled (and sort of panicked) and told me to hold on as she needed to talk to someone. After a few minutes she came back and completed the refund process.

I confronted her at the end about the way she handled my case (trying to convince me that their refund policy was different) and had to be 'forced' to live up to the Groupon promise, and she gave me excuses about how she was only trying to review the refund policy at each step (where first she said she cannot do the refund, and then can only refund as credit, and finally yes, she can refund in full). I'm disappointed on how this was handled. Although I got my refund at the end, I don't understand why she made it that difficult and seemed to try to avoid refunding, where per their policy, it should be a clear cut case. I'm very disappointed in Groupon, I thought they were better than that.

Company: Groupon
Country: USA

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