[ScoopOn] Interesting Case from Whirlpool

voteoften on 07/05/2011 - 12:37

A member called Ben had an issue booking into a restaurant. He got a refund under circumstances that are similar to Mocean.

The thread is at:
http://forums.whirlpool.net.au/archive/1632963

He writes:

So… some months ago I purchased 4 scoopons for a cafe in Blacktown, Bistro 44.

I called today to book in lunch and was advised they are no free availabilities for coupons.

Interestingly, an employee let slip that they only allow 5 scoopon deals per day. This wouldn't be a problem but the expiry is 9th February – next Wednesday. I was advised that they only have abilities on Friday and Wednesday. I hung up and pondered when I would book myself in.

I called back to book in Friday and was advised there are no availabilities on Friday and that they are already "overbooked"?! I called 3 minutes ago?!

What are other peoples experience with claiming deals? Does anybody know what recourse is available?

You can't prepay a meal only be to told there are no available dates to use it. =/

•Bistro calling back to confirm whether or not there is availability Friday.
•Email complaint lodged with Scoopon – pending reply email.

Then he writes:

and the customer service from Scoopon wouldnt help much

Scoopon has responded to my email query.

"However, if the deal provider has suggested that they do not wish to accept your booking due to having a Scoopon, where availability does exist, we may be able to assist you further.

If this is the case, we are very concerned, and will follow up your feedback urgently. We expect our Scoopon community to receive the same treatment and service as a full paying customer."

I was not expecting a response from Scoopon so soon. Very impressed.

In early Feb 2011, he writes:

Scoopon is refunding me due to the cafe introducing new terms and conditions on the use.

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closed Comments

  • voteoften on 07/05/2011 - 12:39

    This is the part that shocks me to no end:
    .
    .
    .
    .
    Scoopon has responded to my email query.

    "However, if the deal provider has suggested that they do not wish to accept your booking due to having a Scoopon, where availability does exist, we may be able to assist you further.

    If this is the case, we are very concerned, and will follow up your feedback urgently. We expect our Scoopon community to receive the same treatment and service as a full paying customer."

  • voteoften on 07/05/2011 - 12:45
    +1

    Scoopon has not told us whet their terms and conditions with the businesses are. This would suggest that the business is required to handle voucher customers the same as normal customers, particularly in terms of booking.

    If Scoopon hired a business compliance person to deal with these complaints, then they wouldn't need as many "support" people because there would be fewer complaints.

  • issh on 07/05/2011 - 13:21

    Here is WP group Buy experiences

  • Scoopon on 09/05/2011 - 09:24

    Hi voteoften,

    We are not permitted to discuss specifics of a customer query through public forums, however we can provide the following -
    Mocean restaurant was fully booked out during the last two weeks of the Scoopon voucher validity period and were not able to provide new bookings to general public customers, as well as Scoopon members.

    However, we did receive feedback for another deal provider which was restricting bookings for Scoopon members only. In that case, we were able to follow up with the deal provider, and help bring about a resolution for the member.

    The Scoopon team has introduced a number of new measures to help our members receive the service they expect, and we actually created a new position to deal with deal providers directly to resolve any potential confusion.
    Our Scoopon members are our number 1 priority, and if they are not receiving the full service, or professional treatment that they deserve we always endeavour to bring about a satisfactory resolution.

    Kind Regards,
    Team Scoopon.

    • voteoften on 09/05/2011 - 09:33

      I hope that's true.

      If it is then the beauty providers should be held to task. In Perth, it is Sparadise, No 4 Claremont and Rejuva/Elegant Touch that seem to be the worst offenders.

    • arcticmonkey on 09/05/2011 - 19:08
      +1

      "Our Scoopon members are our number 1 priority, and if they are not receiving the full service, or professional treatment that they deserve we always endeavour to bring about a satisfactory resolution."

      Then why are there so many complaints about Scoopon here and barely any for the other deal providers?

      Paying customers shouldn't have to post here before they get a 'satisfatory resolution'.

    • d3vi8r on 09/05/2011 - 21:10
      +2

      great. but in the meantime, i want my refund from the Mocean deal

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