On October 31, my Mother who has dementia attempted to purchase a Blackberry I pad for her autistic great grandson. She was going to buy it for him for Christmas. She was going to have the package sent to me since my grandson will be with us for Christmas. The total price was $197. The order went through that evening. This morning, my Mother gets an email stating that her order was cancelled. She was very upset and gets easily confused so I called on her behalf. When I did call I was told that I would have to talk to the fraud department. I left a message this morning and just received a call from Nick S. He informed me that it was labeled fraud and cancelled due to the fact that my mom’s name was on the account Patricia McKinley but she had used her husband’s credit card (my dad) Dale McKinley and the shipping address and name was to me (Their daughter). I asked Nick why they did not inform her or call for authorization before cancelling. He stated they did not have her contact information. How odd is that in that Groupon has contacted her via email to inform her of the cancellation. How is it that her credit card was charged if this is consider fraud? He then informed me that the deal that she had requested is no longer valid but that she can purchase one that is $100 more. I asked Nick if this is common practice if addresses don’t match for billing and shipping information. He stated no, but this one was. He stated that this does not always occur. I find it very hard to believe that:
1. You cannot have a credit card address but chose to ship it to a family members address unless you want it to be considered fraud.
2. That Groupon does not have the common customer service to call and question authorization before cancelling.
3. And, that Groupon finds it completely acceptable to try to sell a higher priced item when the customer did no wrong.
4. When I asked Nick S. For his boss, he stated that he is the manager. I asked him three times for his supervisor name or number and he stated, “I am unable to give that information to you..
This will be addressed and resolved to my satisfaction. I will be expecting a phone call from a Supervisor with the ability to make the right and obvious decision.