Scoopon - Why is your email [email protected] when your customer service is non-existent?

LKupoHo on 01/09/2011 - 17:50
Last edited 01/09/2011 - 17:52

Hi Scoopon,

I am now having to resort to trying to reach you via Ozbargain as I have sent 4 emails and have waited patiently for over 48hrs to hear back from you and still I have not heard ANYTHING. My first ticket ID was (#NZD-779906) and my second one is (HWS-684713).

I bought 2 vouchers for the $19 summaglo makeup class and booked in for a session for my friend and I way back in the initial months when the voucher was released (Feb/Mar) for Sat 10th Sep 10am. I rang on Monday (3pm Perth time) to confirm my booking and was told that my booking was for Friday 9th Sept at 10am. Now I KNOW that they booked that incorrectly as I work 9-5pm Mon-Fri (and don't have RDOs) so would NOT have booked a session that I cannot go to (it is even written in my diary as the 10th Sept @ 10am). The girl I spoke to was less than accommodating and advised that they are booked out all Saturdays UPTO Jan 2012 (the only day that I can make it to a session). This is ridiculous and VERY poor customer service considering it is their fault that whoever took the initial booking, booked me in for the wrong day.

There was no apology nor any options for fitting us in. She said we can fit 1 of you in, but not both which really defeats the purpose of buying the 2 vouchers so that we could go together .I've done the right thing and booked 6 months in advance to ensure I got my weekend booking and to have them turn around and say I booked for a session that I can't possibly even go to is appalling and unacceptable.

I do not want to go to a place where customer service is so lacking, I've tried quite a few beauty salons via scoopon and they have always been great. I would really appreciate a refund for BOTH vouchers as I have no interest in ever going there. Also, do you have a page where you can write reviews about deal provides and our experiences with them? I would love to leave feedback on this deal provider.

Your prompt response would be appreciated as I've seen your response time on forums have been quite quick.

Warm Regards,

At the time of writing this, I have just received one of your ever so familiar automated responses:

Please note, our email system works on an oldest to newest system. This means that if you update your enquiry with extra information, it will be placed in the newest batch of emails and our customer service team may take longer to respond to it.

To make sure we can respond to your queries as soon as possible, please only update your email with additional information if we specifically request it.

If we do need anything else from you, you’ll hear from us soon!
Should you have any further queries, please do not hesitate to contact us.

I did not contact you for 48 hours (your turn around time that you've noted in these forums) from my initial query so why has my initial email not been responded to and why would you end the email with " Should you have any further queries, please do not hesitate to contact us." and yet tell me NOT to email you unless you tell me to do so????

This is just getting ridiculous. Why has my initial query not been responded to if it was grouped with my newest email?

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closed Comments

  • arcticmonkey on 01/09/2011 - 18:11

    Good luck with your request for a refund, KupoHo. It's not good enough that you have to wait so long for a response.

  • mick123 on 01/09/2011 - 18:29
    +2

    expected reply:…

    Can you please confirm that you've been sending your query to [email protected] ?

    We endeavour to respond to all customer emails withing two business days. So if you've written in over 4-5 months we should have well and truely responded to your emails by now. Perhaps your email filters are preventing our responses from reaching you?

    If you could please send an email through to [email protected] and add your 'markis' OzBargain ID into the email, I'll have our support team look into your query.

    Kind Regards,
    Team Scoopon.

    Can you please advise the ticket ID of your query that you sent through to [email protected] (will look like ABC-123456). I will have our support team investigate your query.

    Unfortunately, we are not able to provide support through a public forum due to privacy policy, so we kindly ask that you email us at [email protected] to assist you further.

    Have you received the email advice from our Support Team to resolve your queries?
    If not, please advise so we can have the Support Team contact you from our secondary email system.

    Kind Regards,
    Team Scoopon.

    We've asked our support team to look in to your query - it appears we have not received your details to action the request.
    We will ask them to send the request email from our secondary email address, so you can respond to this email.

    We apologise for any inconvenience this may have caused.

    Kind Regards,
    Team Scoopon.

    • KupoHo on 01/09/2011 - 18:37

      HAHA! I should be so lucky to even receive another automated response.

      I've already lost out on 1 voucher that I did not redeem on time and once I use the last few that I stupidly purchased, I am steering clear of groupbuy companies.

      • voteoften on 01/09/2011 - 23:43

        I have redeemed this and found them to be very nice there at summaglo. Why don't you request to go on their cancellation list while you are trying to get your refund with scoopon? Have you managed to get your makeup application done?

        • KupoHo on 02/09/2011 - 01:07

          No I haven't :(( How did yours go?

        • voteoften on 02/09/2011 - 12:39

          The makeup application was good. No great shakes, but good. I think they have evening appts for this, but you will need to book way in advance.

          The girls there are very nice. You get a generous voucher for buying their cosmetics, but they definitely do not push you at all.

          They said that they would allow you to split up the application and the lesson between two people.

          Maybe you should see if they will extend the expiry for you and allow you to come in on the next available saturday when they have two spots. Try calling at a different time. You might get someone who is more flexible than the one you spoke with.

    • arcticmonkey on 02/09/2011 - 17:15

      You should work for them!

  • neil on 01/09/2011 - 23:21

    I think the original link is http://www.scoopon.com.au/deals/1422.

    It's a definitely a bad situation but I think expecting Scoopon to answer within 48 hours may be a bit ambitious.
    It seems from your first post that they have sent you an automated email back allocating you a ticket. To investigate further, they would need to contact the business or seek some solution for your tricky situation.

    According to the page, 1388 were sold which is a huge amount. It seems like they stuffed up the booking. But what are their options? To fit both of you in would require them to cancel someones appointment assuming they are being honest. I would suggest taking it up with Summaglo. Perhaps contact the manager, or via their Facebook page. Scoopon will say sorry but there are 5 other days in the week you can get an appointment. Perhaps as medium ground they can book you in for after Jan 2011. Definitely, a crap situation. Hope you get it sorted out.

    EDIT: If you can't make any headway with Summaglo, then post this link on their FB page.

  • KupoHo on 02/09/2011 - 01:11

    Summaglo would not want to cancel anyone's booking nor would I want them to and because I can't make it on the other 5 days, the most reasonable solution is a refund of my vouchers. Guess I'll see what happens but might try your suggestions. Thanks for your help! :)

    • voteoften on 02/09/2011 - 12:35

      No, the cancellation list in case a client cancels or rebooks with them.

  • Scoopon on 05/09/2011 - 09:31

    Hi KupoHo,

    Thanks for your post.

    Our Support Team has responded to your email now.

    As our email system works on an oldest to newest system, as there were were several updates to your email over a few days, it caused your request to be moved to the newest thread again. We apologise for this delay, however, our support team has now resolved your query after looking into the matter further.

    Kind Regards,
    Team Scoopon.

    • KupoHo on 06/09/2011 - 10:27

      Hi Scoopon,

      I've sent you a response regarding my refund, please send me notification that you have received it.

      Many thanks.

  • voteoften on 22/11/2011 - 14:15

    Hey K Ho-

    You are in luck. According to Summaglo, they will be issuing refunds for scoopons as the business changed hands or something. I will list separate. Lucky for you.

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