Never Hear Back from Scoopon - Beware

Lsharonl on 10/03/2011 - 12:51

I purchased a scoopon for a restaurant and booked in January for this weekend. Upon calling the restaurant to confirm, we discovered their number was disconnected and they had closed down (nice of them to call and let their bookings know huh??). I have emailed scoopon 3 times in the last 9 days to clarify what I could do as the restaurant had closed down and have not heard a single thing back from them. I've had to take this to consumer affairs as it's obvious Scoopon are only interested in taking your money, not giving it back. Beware of scoopon, it's difficult to get bookings for the places they promote, and when you need help, you can't get any.

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  • GC1 on 10/03/2011 - 13:47

    I have a couple of Sccopons with Gold Coast Fishing Charters and they have been nothing less than supurb to deal with.

    I guess it comes down to the company that deals with Scoopon.

    You can get some great deals but do your due dilligence first!

  • Scoopon on 10/03/2011 - 15:51

    Hi sharonl,

    Can you please advise of your unique ticket ID that you will have received from our auto response system (it will look like ABC-123456), and we will pass this information on to our support team to follow up.

    Kind Regards,
    Team Scoopon.

  • drdolphin on 10/03/2011 - 15:56
    +1

    Ignoring direct (email) contact seems to be a constant theme with Scoopon. Sounds like if things go smoothly, you get a good deal; but any problems and you're left up a pungeant waterway

  • blackcaviar on 12/03/2011 - 14:01

    Ignoring direct email is simply not good enough. Anyone else had bad experiences?

  • quop on 15/03/2011 - 15:31
    +1

    I've used a few scoopons so far without any problems, but am currently getting pretty frustrated about one that is problematic. The short version is that I have been promised a refund on 28/02/2011, and despite replying on the same day and supplying all the requested information, I have not received my refund, nor have I received any updates or responses to that reply, or two others since then.

    Long version follow:
    - 27/10/2010 Purchased 2x vouchers for a restauratnt, expiry 31/01/2011.
    - Used one voucher in November 2010, and made booking early January to use the second voucher on 13/01/2011
    - I could not use the second voucher as the restaurant was affected by Brisbane Floods of January 2011 (ie it was closed on 13/01/2011) and when it did not appear the restaurant would reopen before the voucher expiry, I contacted Scoopon to request a refund.
    - Thu 20/01/2011 Scoopon replied with ticket ID (#REF-538271) and advised that my query is being investigated.
    - Mon 24/01/2011 Kate from Scoopon replied to say that my concerns had been passed to the Sales Executive who was working with that particular deal provider, and that once contact had been made and a resolution can be provided, I would be advised ASAP.
    - Tue 25/02/2011 I replied Kate's email (to [email protected]) to chase an update as I had no further contact from scoopon in the past month.
    - Mon 28/02/2011 Coco from Scoopon replied to ask for details to arrange a refund.
    - Mon 28/02/2011 I replied Coco's email (to [email protected]) and provided all the requested details (email address used to purchase the deal, last 4 digits of credit card used, title of deal).
    - Fri 04/03/2011 I sent another email to Scoopon to request an ETA on the refund, and for confirmation once it's processed.
    - Thu 10/03/2011 I sent another email to Scoopon to ask for an update.

    As of today, there is still no response… so much for Scoopon's claim of replying emails within 48 hours.

    NB. I have no issues with the deal provider itself, nor do I fault anyone for the circumstances that prevented the original deal from being honoured. My frustration is with how Scoopon has failed to provide adequate service to their customers in response to these circumstances. It really isn't in anybody's interests to have these matters escalate to forums such as these, or to be forcing customers to resort to contacting their local Fair Trading department or lodging a dispute with their credit card provider.

    • Scoopon on 17/03/2011 - 09:58

      Hi quop,

      We've asked our support team to look into your query - but the ticket ID you have provided has not been found in our system. Is it possible that it may have been an error in the ID you have provided in this post?

      Kind Regards,
      Team Scoopon.

      • quop on 17/03/2011 - 13:39

        Yeah looks like I mistyped the 2 and 7 in my post above; the number should be 538721.

        I have since received an email from Mary about an hour ago advising the refund should be processed within 5 business days. Hope this proves true/accurate :)

        • Scoopon on 18/03/2011 - 11:53

          Hi quop,

          We just checked with our support team and they've advised us that they send you an email yesterday (17/3/11) with confirmation of your query.

          If you haven't received this email - please let us know, so we can ask them to resend the advice.

          Kind Regards,
          Team Scoopon.

        • quop on 22/03/2011 - 13:46

          Checked my credit card account today and saw that the refund has now been processed. Looks like it won't happen overnight, but it will happen…!

  • bonju on 17/03/2011 - 14:45

    I too have bought vouchers for this particular restaurant back in November 2010. The restaurant is now closed for business and my vouchers' expiration date is due on the 7th of April. I have sent an email to them and I havent got a response back from them yet.

    Very annoyed.

    • Scoopon on 18/03/2011 - 11:55

      Hey bonju,

      Thanks for your post.
      Can you please advise the unique ticket (EX: ABC-123456) so that we can have our support team look into your query?

      Kind Regards,
      Team Scoopon.

      • Goolydave on 18/03/2011 - 12:53

        Hi Team Scoopon

        I have an open ticket of GJS-854397 for the very same reason. Purchased $60.00 voucher with OBar & Grill. Had tried 10 times to make booking and they refused me every time. Now have gone out of business. Can you please look into my issue as well…..thanks

        • Scoopon on 21/03/2011 - 09:35

          Hi Goolydave,

          You should have received an email from our support team with more information. If you have not seen this email, please advise and we will have the support team resend it to you.

          Kind Regards,
          Team Scoopon.

      • bonju on 18/03/2011 - 18:23

        Hi Scoopon,

        Can you tell me where to find the unique ticket?

        is it the scoopon number?

        the scoopon numbers are:

        1111199412132776-1

        1111199412132776-2

        1111199412132776-3

        1111199412132776-4

        • Scoopon on 21/03/2011 - 09:37

          Hi bonju,

          Our support team has sent you an email with more details on the 20th of March.
          If you have not received this email, please advise us so we can have the support team chase up.

          Kind Regards,
          Team Scoopon.

      • Goolydave on 21/03/2011 - 12:12

        Thanks Scoopon, I received an email from Brendan today asking for some details so you can start the refund process.

        • Goolydave on 24/03/2011 - 11:26

          Folks, just advising that Scoopon has processed my refund……the money is back on my card.

  • dchrissie on 04/04/2011 - 07:55

    I agree with the comments re poor customer service from Scoopon. I have experienced problems with purchases I have made and attempting to contact Scoopon is almost impossible. The customer complaint email seems to go to a different service person everytime - requests to speak with the service manager are ignored, and refunds are made weeks after the initial complaint. Given Scoopon don't seem to be performing their due diligence when they secure a deal with a retailer and that they're less than transparent in advising potential purchasers of any pitfalls they may encounter, it comes down to Scoopon customers performing a check on the company offering the deal. I have now started to do my own due diligence so that I know the company is reputable and will most likely perform to a high standard. A shame Scoopon don't do the same.

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