Scoopon refund for Brisbane Salon that has closed down

Lbem on 08/03/2011 - 13:31

Hi,

Just wondering if anyone else has had a similar experience with the La Sainte hair salon that has closed down in Brisbane.

I purchased a scoopon for a hair package deal at La Sainte in Brisbane back in January. I tried to call the salon about 2 weeks after purchasing the scoopon to book an appointment but the phone number was disconnected. They have another salon in Robina so I called them to find out what was going on with the Brisbane salon. They informed me that it had closed down. I explained to them that I had a scoopon voucher and I'd like a refund, but they told me to contact scoopon directly.

I initially contacted Scoopon on 8th February requesting a refund.

I received an automated reply on 9th February telling me that a memeber of the customer service team would reply as quickly as possible.

I received the below response from Scoopon on 13th Feb:

"Thank you for your email.

Can you please provide your contact details, and grant us permission to forward these to our Sales Executive who was working with the deal provider.
Our Sales Executive will follow up your query and help bring about a resolution to your booking query as quickly as possible.

Should you have any further queries please do not hesitate to contact us.

Kind Regards,
Team Scoopon"

I immediately responded to this email with all of the details of the scoopon, plus the voucher number and my personal details.

The next email that I received from Scoopon was on 15th Feb when they told me that they could not offer a refund, but I would have to go all the way to Robina to redeem the offer!

I purchased this deal on the proviso that I would be able to use it at their Brisbane salon. I would not be happy to have to go all the way to Robina on the Gold Coast to redeem this offer.

I received another email from scoopon on 17th Feb that read;

"Thank you for your email.

Please forward us the following details and we will organise a request for refund for you.

  1. Email address which was used to make this purchase
  2. Last 4 digits of the credit card used for payment.
  3. Scoopon Deal Title.

Once I have these details, I will be able to cancel your Scoopon and organise a refund for you.

I apologise for any inconvenience this may cause.
Should you have any further queries, please do not hesitate to contact us.

Kind Regards,
Team Scoopon"

I responded the same day with all of the details that they had requested.

I had not received any response by 23rd Feb so I sent them another email. I had not received a response from this email, so I sent more follow up emails on 24th, and 25th Feb.

I received a reponse from Scoopon on 28th Feb saying that they had not received the requested information from me. I responded again with the requested information.

To date, I have still not received any response or refund from Scoopon.

It has now been one month since my first request for a refund from Scoopon.

The coupon that I have requested the refund for says that it is not valid for redemption when I sign in to my Scoopon Account. It appears that it has been cancelled, but I have not received any refund.

This has been a long and drawn out experience and I would hope that my post on this website would encourage Scoopon to refund my account in a speedy manner.

The most frustrating thing is that you cannot speak to anyone in person. All communication is done via email.

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closed Comments

  • h4lcyon on 08/03/2011 - 13:47
    +2

    Dispute the charge on your credit card?

    • bemybubble on 08/03/2011 - 13:49
      +1

      agreed, most easiest way

    • PlagueistheCheap on 08/03/2011 - 14:41
      -2

      You cant dispute if you gave them permission to take your money. A dispute is for fraudulent transactions. Given they sent you the voucher, they have done nothing wrong according to the Credit card provider. They will charge you a fee to investigate and I am 100% sure it will not come back in your favour. This is between you and scoopoon not the CC provider. As you have sent a letter of demand contact the office of fair trading in your state and get their advice, they will know what to do.

      • Hellfire on 08/03/2011 - 15:32
        +3

        If you don't receive the goods or services you purchased you can request a charge back. It doesn't need to be because your credit card was used without your permission.

        • bemybubble on 08/03/2011 - 16:09
          +2

          correct, I purchased something on ebay once through paypal. They didn't deliver so I was able to fill in a VISA form and got my money back :D

        • PlagueistheCheap on 09/03/2011 - 12:13

          ring your CC provider then and see how far it takes you….

      • bendertiger on 09/03/2011 - 11:37

        This guy probably thinks a 'Sub100' is a Subway special edition sandwich…

      • zhenjie on 09/03/2011 - 15:27
        +1

        A) Disputes are not just for fraudulent transactions
        B) Submitting a dispute does not necessarily mean you get charged to the card holder, banks and merchants absorb the fees generally.
        C) I'm 100% sure that you are not 100% correct

  • arcticmonkey on 08/03/2011 - 19:37
    +1

    "The next email that I received from Scoopon was on 15th Feb when they told me that they could not offer a refund, but I would have to go all the way to Robina to redeem the offer!"

    I am literally sitting here just shaking my head. Never have I seen so many poor examples of customer service (ON REPEATED OCCASIONS) than what I have seen time and time again from Scoopon.

    It disgusts me.

  • issh on 08/03/2011 - 21:37
    +1

    happened here
    http://www.ozbargain.com.au/node/39468

    the group buy dealer, Zazzle, offered everyone credit or a refund

    • arcticmonkey on 09/03/2011 - 22:54

      I purchased this deal. Zizzle promptly offered me either a $5 credit or to refund the charge to my credit card.

  • Charlie-B on 09/03/2011 - 23:14

    I've received a refund from scoopon before, although it did take a couple of weeks for them to process. This was also due to the restaurant shutting down.

  • Scoopon on 10/03/2011 - 09:34

    Hi Everyone,

    Just to clarify, Scoopon has not refused a refund request for this deal provider. We explained that there was an opportunity to receive a special package from the deal provider if the customer was willing to visit the Robina location. However, if the customer was unable to visit the different location, we are more than happy to assist with a refund request.
    We apologise if the email was interpreted in the wrong manner due to the wording of the email from our support team.

    We have been receiving quite a number of refund requests currently, due to a handful of our deal partners in Brisbane experiencing difficulties due to the Brisbane flood events. We apologise for the delay in responding to your refund request - as we will process this as quickly as possible.

    Bem, could you please advise of your ticket ID, that you will have received from your initial email (It will look like ABC-123456). We will pass this on to your support team, so that we can process your request as quickly as possible.

    Kind Regards,
    Team Scoopon.

    • bem on 10/03/2011 - 10:04

      EOM - 455849

      • Scoopon on 10/03/2011 - 16:02

        Hi Bem,

        We've passed this on to our Support Team, they'll get back to you asap.

        Kind Regards,
        Team Scoopon.

        • bem on 14/03/2011 - 15:01

          Thanks. I have received my refund.

  • beccy_babe on 13/04/2011 - 16:25

    This happened to me also.
    I purchased $250 worth of vouchers for Le Sainte in Brisbane (through 3 different deal websites - Cudo, Spreets and Scoopon) - with one of the vouchers i was using just before my wedding. Le Sainte shortly closed down with not 1 single word from them (i had made the booking a month before hand, obviously to lock in the date for my wedding hair make-over) - i only found out via facebook as they posted something up in their status, lucky i had 'liked' them 2 days before hand!
    I contacted them directly (was so upset, as this was 1 week before my wedding, and was annoyed i would have to pay full price elsewhere for a colour/cut) and she said they wouldn't refund my purchased vouchers (but instead could swap it for hair products, bah!) and that i would have to travel from North Brisbane to the Gold Coast to use them at their other location. So i contacted each deals website and all 3 have since fully refunded my money.
    Complete faith in those 3 deal websites!

  • CourtneyW87 on 28/05/2011 - 16:15

    Have u ended up with a refund yet? Are they transferrable vouchers, I like La Sainte GC so let me know! Hope it's all sorted out now tho :) Courtney

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