Scoopon Why The Lack of Reply and Service?!

Joyoz on 27/04/2011 - 14:19

Previous post
http://www.ozbargain.com.au/node/43207

http://www.facebook.com/#!/topic.php?uid=113328238680143&top…

I dealt with Michelle. Who sent me an automated reply finally answered my emails (While ago now) stating i'de be getting a refund for Chimney. I informed her that there was 4 coupons in two transactions 3 and 1. I have the 1 removed from "My Stuff" and the other three transactions are still there. Furthermore I have not been refunded at all!

As for the Pure Image! I have an issue with the fact that i was told it would be sorted asap. No reply either. Just refund me.

Also The View in Fremantle is refusing to take bookings for their vouchers except certain days (Other than public holidays which is excluded on their voucher) RIDICULOUS!
"Do you have room for bookings" "Yes we do" "I have a scoopon voucher I'de like to use" "Oh sorry the next scoopon vouchers we aren't accepting until May"

These businesses do a deal to amp the business up, However when treated like crap for using a voucher. I'm not likely to come back…for the bad service not the cost.

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  • dirtybird on 27/04/2011 - 15:18

    Scoopon responses are much like all of the deals offered on their website, "Subject to Availability".
    The grand daddy of all get outs!

  • Joyoz on 27/04/2011 - 15:46

    I was promised a refund and 1/4 were removed from my account and no refund thus far has been given. Also they have confirmed there was no reason for the Pure Image rejecting my vouchers, also refusing to provide the full service the business promised.

    The only one subject to availablity is The View. Which is fine it's early days. I completely understand where they are coming from after discovering the cut the sites take. 4000 vouchers sold is a bit excessive though.

    They sold coupons for a business that had already closed down. They probably weren't notified and just advertise the next business on the list but I don't understand why 2002 vouchers weren't automatically refunded instead of having to chase it down. Are they hoping people don't notice or care?

  • dirtybird on 27/04/2011 - 16:44

    Imo, if you read their T&C's they have a get out clause for seemingly every possibility, almost to the point where they expect they will need a clause for every possibility.
    Not that much of it would probably mean all that much if you take the matter further.

    By confirming there was no reason why Pure Image is rejecting your vouchers they simply push the onus back to the supplier.

    As for the business that closed down, it most likely wasn't closed down when the offer went up and was accepted. If it has now closed down after the offer, they once again put the onus back onto the supplier and wash their hands of it.

    And yes they just might hope that the majority of people wont do anything about it. Or perhaps like others have found out your complaint is stretched out long enough that your credit card wont do anything either because its over 30days.
    Very few will take it further or can be bothered, another will simply fill your void if you dont use them again.

    catchoftheday and scoopon are run by the same people and, again imo, dealing with either is a bit hit & miss and both are "Subject to Availability".

    Good luck in getting a fair resolution in your favour.

  • voteoften on 27/04/2011 - 16:49

    Look in your "gifts" to see if your missing voucher is in there.

    • Joyoz on 27/04/2011 - 17:01
      +1

      You are correct. It's under my gifts stating not for redemption. I always get the same unhelpful staff member.

  • Joyoz on 27/04/2011 - 16:53
    +1

    The business was closed down prior to the voucher going on sale…of course I was not aware.

    • dirtybird on 27/04/2011 - 17:02

      Neil has posted some useful links in this thread.
      http://www.ozbargain.com.au/node/43238
      Might pay to make contact with one of them and raise your issue.
      You've already tried to get it resolved via Scoopon and thats the first thing they'll ask you to do.

  • noed on 27/04/2011 - 16:56
    +2

    Sooo … it seems The Chimney has collapsed ….. I have written to Scoopon and asked what the deal is with the payments that I made (bought 2 deals) …. I will be taking matters to Consumer Protection if the respose I get is not a positive one. And the bottom line is that Scoopon is repsonsible for the refund - its Scoopon who we are all dealing with, not the resturant (or what ever).

    I also purchased a teeth whitening deal through Scoopon. Cant get through on the bloody phone number - have left messages - eamiled too. Not happy Jan - am going to treck into the city next week to see what the deal is with this little lot!

  • Joyoz on 27/04/2011 - 17:11
    +2

    Scoopon have blocked me from posting comments on their page!

  • voteoften on 27/04/2011 - 17:14

    You may consider a credit card reversal as your first course of action. Before it is too late.

  • Joyoz on 27/04/2011 - 17:19

    I shall be calling my bank in the morning! As well as contacting consumer affairs. I wasn't even rude on the page. I will post everywhere about their service.

  • Joyoz on 27/04/2011 - 19:12
    +1

    The View is booked and the girl is lovely.

    Looking at 4000 vouchers assuming people bought 2.

    2000 people booking divided by 365 days which is 5 vouchers per day. I hope the limit is higher because otherwise people will miss out. :S

  • matt777 on 27/04/2011 - 21:52
    +1

    Considering they are owned by Catch of the day - Scammers
    Im not surprised at all the problems I'm hearing.

  • Scoopon on 28/04/2011 - 15:17
    -4

    Hi liddleone,

    Can you please advise of your unique ticket ID, that you would have received from our system (it will look like ABC-123456).

    We will have our support team leader look into your query as quickly as possible.

    Kind Regards,
    Team Scoopon.

  • serendipity on 03/05/2011 - 17:54

    Hi all,

    What have your experiences been re: contacting your credit card provider for a chargeback? How long after the transaction do you need to file the complaint?

    Scoopon has been completely unhelpful - emailed them 2 weeks ago - no response. I don't think it is because they are overwhelmly busy because they are constantly updating their facebook page. Now I am going to have to start looking into other alternatives to get my money back - $250, not a small amount!! It is the most I have spent on any deal from any website. Extremely wary of purchasing any more deals from Scoopon now - the lack of customer service seems to be pervasive!!

    • Scoopon on 03/05/2011 - 20:12

      Hi serendipity,

      Our Facebook page is not monitored by the support team, nor is the OzBargain website.
      Our Support Team is not permitted to provide support through public forums.

      Unfortunately, due to privacy policy, the support team cannot provide any details relating to customer queries through public forums.
      We kindly ask all customers send emails through to [email protected]

      If you could please advise the ticket ID of your email query, we will then ask our support team to get back to you asap.

      Kind Regards,
      Team Scoopon.

      • serendipity on 04/05/2011 - 19:57
        +1

        Hi there,

        My ticket ID is EIZ-833422.

        My issue is that I held a valid voucher, but when I called the provider they refused to honour it because they had no availability before the expiry date. I accepted that I could not get a booking on my desired date, but they still could not provide me with an opportunity to come in at any other time and receive what I paid for. Thus, the voucher was deemed worthless and had effectively 'expired' before it should have.

        I finally received a reply advising me that your team could no longer assist me, as the voucher had now expired. However, it is not my fault that your team did not reply to me when I emailed and the voucher was still valid. I don't believe anyone would find that a reasonable response.

  • voteoften on 03/05/2011 - 19:03
    +3

    I would suggest that you should in the very first instance initiate a chargeback! Don't wait. Do you really want to be at their mercy if you give them time and they drag it out until it is too late to initiate a chargeback??

    • altomic on 03/05/2011 - 20:53
      +3

      chargeback!chargeback!chargeback!chargeback!chargeback!, etc

      • voteoften on 03/05/2011 - 21:27

        Altomic, Do you reckon they should do a chargeback? Maye they should wait, give Scoopon the benefit of the doubt?

        • altomic on 04/05/2011 - 09:39
          +1

          a contract was entered into by which the consumer agreed to purchase an item/service offered by the seller.

          The seller is unable to or unwilling to provide the item/service thus not fulfilling their obligation.

          chargeback

        • voteoften on 04/05/2011 - 14:13
          +1

          I was joking, silly.

  • Scoopon on 05/05/2011 - 13:06
    -4

    Hi Everyone,

    Unfortunately, Scoopon cannot guarantee that you will be able to make a booking on a weekend. Usually these days fill up pretty quickly as most people will want to make a booking on those dates.
    However, as deal providers are more than happy to accept bookings during the week, we kindly suggest that you may wish to take them up on this offer of availability during the week.

    Kind Regards,
    Team Scoopon.

    • voteoften on 05/05/2011 - 14:09

      If there is no availability AT ALL, it is not an issue of weekend vs weekday.

      • Joyoz on 05/05/2011 - 18:03
        +1

        Agreed! All after the dollar and no service

      • Scoopon on 06/05/2011 - 19:53
        -3

        Hi voteoften,

        Thanks for your post.

        If there is no availability at all - meaning that there is no booking available for general public and Scoopon holders during the entire validity period - then something has gone terribly wrong.

        If this ever occurs, we strongly encourage our Scoopon members to contact our support team as quickly as possible so we can investigate the matter and clear up any issues one way or the other.

        Kind Regards,
        Team Scoopon.

        • voteoften on 06/05/2011 - 20:23
          +1

          Scoopon,

          Wrong answer. It doesn't matter whether there are bookings available for the general public in the case of voucher redemption availabilty. Only whether there are bookings avaialable for Scoopon holders. The business may be not taking bookings for scoopon holders, but taking bookings from the general public. In that instance, they are refusing to honor the vouchers.

          Rejuva Skin, The Elegant Touch, and No 4 Claremont have all treated Scooponers as absolute rubbish when trying to book. Only one or two bookings a day at No 4 when they sold far more. Rejuva Skin has or had a voice message saying if you were a scoopon holder,that you should not leave a message. Only non-scooponers would be called back. Does that fit into your agreements with these businesses? If they don't answer the phone or emails, then a refund should be a matter of course, not an issue of dispute between scoopon and the buyer. It's pretty simple really.

          Essential Beauty in morley is NOT TAKING ANY SCOOPON bookings, but they are servicing the general public. Why are you not refunding buyers as a matter of course? Like you should have with The Chimney.

  • Joyoz on 05/05/2011 - 18:08
    +2

    I receieved a refund FINALLY for the chimney offer and I am still arguing the fact of the Pure Image.

    One voucher used did not get the full service and was charged additionally.
    Majority of the time when you call you can not get through.
    I was told they would be refusing to accept my vouchers.
    When I asked if the manager could call me back to discuss this I was hung up on and rudely told prior to this that basically Hurry up I have a meeting in a rude tone additionally.

    They have not provided the agreement. They will honour the voucher if I change the names to those whom want to use them apparently but the issue is my sister already used one in my name so I can't even use the voucher apparently because it can't be in name. JUST REFUND ME!

    AS FOR FACEBOOK…

    Don't give me that I have spoken to several people that have been removed from your site after not receiving a reply. Accept that you offer lousy customer service and stop lying to cover it. Heaven forbid anyone voice the MANY problems you have with your customers.

    • voteoften on 06/05/2011 - 04:49

      Anyone is supposed to be able to use any scoopon. You aren't required to change names.

    • Scoopon on 06/05/2011 - 19:51
      -1

      Hi liddleone,

      Did you receive the email from our support team the other team?
      The support team has advised that any confusion between the deal provider and yourself has been cleared up.

      If you haven't received this email, can you please advise us so we can have the support team send it through again.

      Kind Regards,
      Team Scoopon.

      • Joyoz on 07/05/2011 - 14:16
        +1

        Voteon I know but the Deal Provider Pure Image let my sister have my booking and said I could come in another day. When I rang to book in using a different voucher I was told no because all three were in my name. I said there should not be an issue since all three vouchers are being used by different people. The manager disagreed with me and practically abused me and hung up on me. This to me is not classed as good service. I want a refund. When we call we can barely get through and we cannot book for months in advance since I have been trying to sort this out since March. I want a damn refund. I am not going somewhere where they made me feel like shit even prior to using the voucher. I fail to see if I am going to get good service. I want my refunds. Otherwise I will be contacting fair trading on both you and the provider.
        One scoopon my sister used she has not even got the full service and its valid for 2 visits. Knowing our luck the provider will say too bad or be booked out IF we can even get through to them.

        I responsed to Brendan three days ago but of course I am still waiting for a reply at this stage.

        • arcticmonkey on 07/05/2011 - 17:32
          -1

          "The manager disagreed with me and practically abused me and hung up on me. "

          If that happened to a paying customer, then surely a refund is the least one could ask.

  • Joyoz on 05/05/2011 - 18:40
    +1

    "If you can't redeem your Scoopon because the company can't provide the good or service we'll refund your money. "

    I think you need to look up the definition of good service.

    • d3vi8r on 06/05/2011 - 12:53
      +1

      They have not delivered on this promise. Mocean restaurant couldnt deliver because they were overbook and scoopon flat out refused to refund my payment. My case id is SAQ-955614 is anyone at scoopon gives a flying flick

  • Scoopon on 06/05/2011 - 19:55
    -1

    Hi liddleone,

    The quote you have referenced is from our FAQ section (please see link below). This answer is in reference to obtaining a refund for unusable Scoopons that have been purchased for a deal provider that has gone out of business.

    http://www.scoopon.com.au/pages/faq

    Unfortunately, some businesses may close during the validity period of the Scoopon voucher, and we are more than happy to assist those members who have not been able to redeem their Scoopons.

    Kind Regards,
    Team Scoopon.

    • arcticmonkey on 06/05/2011 - 23:02
      +1

      Why do you respond with 'Team Scoopon' and not a person's name?

      If you'd like different customer service people to respond, that's your business but I believe a reply without a name behind it lacks accountability.

      • voteoften on 07/05/2011 - 10:50

        Sort of goes hand in hand with the rest.

  • Scoopon on 06/05/2011 - 19:57
    -2

    Hi d3vi8r,

    Our support team has contacted you via email with an explanation of our response.
    We cannot provide these details through public forums such as OzBargain due to our privacy policy.

    However, if a potential problem arises with a Scoopon voucher, we kindly ask that our members contact our support team via [email protected] as soon as they become aware of the issue.
    Unfortunately, once a Scoopon has expired, the options that we can provide to bring about a resolution are limited once the validity period has lapsed.

    Kind Regards,
    Team Scoopon.

    • voteoften on 06/05/2011 - 20:26

      What if the issue has been brought to scoopon's attention before the expiry, but Scoopon either didn't respond in a timely manner or gave some bogus canned excuse without even reading the email?

    • d3vi8r on 08/05/2011 - 21:06
      +1

      This is a lie. I have not received any response from scoopon since 5th May. My ticket ID is SAQ-955614. Please refund my payment RIGHT NOW

      SCOOPON IS A SCAM

  • Joyoz on 07/05/2011 - 14:23
    +2

    I think we should just be contacting the news media outlets and ACCC because Scoopon doesn't seem to give a damn. I was even kicked off the page for asking when I would get a reply. It hasn't just happend to me. Enjoy doing that Scoopon because on two forums besides OZbargain I know there was 800 views on the first day I posted. I will continue to post and tell of my bad experience with your company who won't provide a refund. This is not a change of mind this was I was treated like crap and my scoopon refused. You tried to recify the problem but fail to see the issue. Pureimage will not accept more than 1 scoopon in the name and you want me to provide id. MY SISTER HAS HALF REDEEMED ONE ALREADY IN MY DAMN NAME. So they won't take me as a client. Are you hoping my scoopon expires? Even then my sister did not receieve all the services.
    They say different to what is on your site and change the agreement of the deal. I get told Contact Scoop on…. Contack the deal provider.
    JUST GIVE ME MY DAMN REFUND! I am taking it to ACCC on Monday. I'm over this bullcrap.

    • voteoften on 07/05/2011 - 20:58

      Liddleone, you are not set up to accept PMs. Could you send me a PM? I want to chat privately, if possible.

      • Joyoz on 08/05/2011 - 05:16

        Will contact you tomorrow Voteoften :)

    • dirtybird on 08/05/2011 - 22:40
      +2

      One of the TV networks did a story on catchoftheday the other week, pretty sure it was ACA.
      Today Tonight might like to hear your story about how you badly you are being treated by scoopon which is run by the same ppl at catchoftheday.
      Those two shows love getting stuck into each other and presenting the other side of the story when one network gives something glowing review.

      • dirtybird on 09/05/2011 - 15:37
        +1

        With Packer showing an interest in buying into scoopon and catchoftheday the media outlets might like to look at how poorly it is being run and the way customers are being treated.

    • Scoopon on 09/05/2011 - 09:49
      -1

      Hi liddleone,

      Thanks for your post.

      We have contacted the deal provider and spoken to them about your query.
      We have previously sent you an email to explain that the situation has been resolved, so that you are able to redeem your Scoopons.

      Have you been in contact with the deal provider since our email advice?

      Kind Regards,
      Team Scoopon.

      • d3vi8r on 09/05/2011 - 10:02
        +1

        you guys are liars. where is my refund re SAQ-955614??

      • voteoften on 09/05/2011 - 10:32

        Does ANYONE reckon she's going to get good service from this hair place now that all of this has happened?

        • arcticmonkey on 09/05/2011 - 18:49
          +1

          I certainly wouldn't risk upsetting a hairdresser (or a chef).

  • Joyoz on 10/05/2011 - 03:37
    +1

    That is why I want the refund voteoften. I never got a reply to the email I last sent.
    Also I have to change my settings so you can pm sorry.

    • voteoften on 10/05/2011 - 09:33
      +1

      I don't blame you. I wouldn't want to go. Have you considered selling it on ebay?

      • Joyoz on 12/05/2011 - 16:25

        The business won't accept a coupon in the same name. All 3 are in my name despite others using them.

  • Joyoz on 12/05/2011 - 16:37
    +2

    Pick a number scoopon Any number
    Ticket ID: UUE-635132
    I've spoken to Michelle, Louise, Brendan. I am over it.

    I have no received a reply since the 5th. I demand a refund and I WILL NOT BE GOING AWAY! Like I've said in a different thread I shall be definately going to Fair Trading.
    I might also E-Mail Today Tonight directly to the email given to me for the person wanting to do a story.

    I've just had an operation medical reasons on my jaw and it's why I got the hair voucher, the entire structure of my face is different. I am a student and my family lost our home and I lost my job because new owners took over and weren't nice people. My autistic sister that used one of the voucher's didn't even all the services provided. Additionally I have 2 disabled brothers. Our car died. Family pet just died x 2 neighbour broke the gate and it was hit by a car and the puppy we got had parvo. I think Today Tonight would love the story of how people like me who haven't had the best 6 months who thought they were getting a deal were treated like crap!

    I don't mind going on tv to expose this company for what they are. Infact check this out
    http://www.buckscoop.com.au/forums/showthread.php?t=18955

    • voteoften on 12/05/2011 - 16:48

      OMG! If all that is true, I can't believe you can get out of bed in the morning. FMD!

      I bumped the buckscoop entry.

    • Scoopon on 12/05/2011 - 21:18

      Hi liddleone,

      We have passed your feedback and ticket ID on to our Customer Service team who have advised that they have responded to your email.

      Our customers are our number one priority and we sincerely hope that you have gained a positive resolution on this occasion.

      Please do not hesitate to contact [email protected] should you have any further inquiries.

      Kind Regards,

      Team Scoopon.

      • voteoften on 12/05/2011 - 21:28

        Liddleone - have you gained a positive resolution on this occasion?

        • Joyoz on 12/05/2011 - 23:26
          +1

          I have an email from Sally asking for my refund details - will update.

  • Joyoz on 17/05/2011 - 16:10
    +1

    So Here I was thinking I was done with the stress that is Scoopon. I have been refunded for 2…. Awaiting the third to be refunded!
    Had to send yet another email off!

    Waits how long for a reply if I get one

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