So, Christmas is coming up, i've just been laid off from my job and i'm on the lookout for a gift for my fiance. Guess what? a nice little necklace pops up with a Swarovski pendant on it. 60% off which means i'm getting it for £20. So, as you do, i buy it there and then. The current date would have been the 12th of December 2011. So that gives them nearly 2 weeks to process my payment and send me my necklace, delivery time on the site i was getting it from was 3-5 working days.
The way Groupon works is, you pay Groupon, who then, pays the supplier of the product. You get an email to go onto the suppliers website, enter all your details and enter your promotion code. You get it for free, because you've already paid for it and it gets sent to you. Done.
So, i'm sitting on the 23rd of December 2011 thinking to myself, that should be here by now. If it's not here today or tomorrow then i'm not going to be happy. So i raise a ticket on the suppliers website asking them what the hold up was. I didn't go in all guns blazing, just asked them if there was a problem with delivery or my product. I'm still, to this day waiting for a reply from them.
So i contacted Groupon on Christmas day after having to tell my fiance i didn't have anything to give her on Christmas day because i spent my last on the necklace. Needless to say, i felt horrible about it and even though she said it was fine, i couldn't help feel guilty about it. So that being said, i sent groupon an email that day.
I bought the Sterling Silver Necklaces With Swarovski Elements Teardrop Pendant from SilvexCraft through groupon on the 12th of December 2011. I then go an email the following day saying i could take the order further by going onto the SilvexCraft website and ordering it. I did that on the 13th of December 2011. I was buying this as a Christmas present for my girlfriend who really loved the necklace and was looking forward to wearing it on Christmas day, and had told everyone about it.
It took SilvexCraft 4 days to send the item from when they were paid and it is now Christmas eve, and i still don?t have it. I am very disappointed with customer service from SilvexCraft and will be sending them an email aswell, even though i already tried contacting them through their site and go no response.
I know a few people who have recommended using Groupon to me, and this was my first time using it. I am very disappointed with the service and i wont be using Groupon again, oh and by the way, this has pretty much ruined my partners Christmas as now i have very little to give her tomorrow.
Thanks a bunch,
Unhappy Customer William.
As you can probably tell from the email, i wasn't to chuffed about it, so i got an automated response that day which i was expecting anyway. The next day i got a reply from "Kyle K"...
Sorry to hear about your bad experience. I have submitted a missing order request on your behalf, please allow 10 working days for head office to investigate and respond.
If there is anything else i can do to help in the mean time please let me know,
So that's fair enough, i'll give them their due, they got back to me and were going to help. So 11 days later, still no response. Next email to them from me...
It has been more than 10 days, i have still not received a response from you, and still not received the item i ordered. This is absolutely disgusting customer service and i will never be using Groupon again, and will be advising others to do the same.
To which i get the reply, four days later:
I am sincerely sorry this deal turned out to be such a bad experience for you. Thanks for letting us know. I have forwarded your comments to all involved parties. We are always looking for ways to improve your experience and will do our best to make sure this doesn't happen again.
I have escalated your details as a matter of priority to find out why your order hasn't arrived. Their main aim is to dispatch the item, so if there are no problems with their process you should receive your item shortly. Alternatively, the partner business will contact you directly to inform you of the status of your package. Please allow between 7 and 14 working days for the partner to process the order.
Please let me know if there is anything else I can do to help.
Guess what, 15 days later, no reply and still no product, a full month after i was hoping to give it as a gift.
As a matter of priority, their not being very fast about it. Their customer service is absolutely disgusting and i am really quite angry about the matter and they way it was dealt with.
So i have now stopped emailing them because i really don't see the point. I just wanted to warn everyone that even thinks about using Groupon, don't. This is my first experience with them and i can honestly say, it will be my last.
By the way, the URL is http://www.groupon.co.uk if anyone's interested...
groupon, deals, deal of the day, discount, money off, not received