Post # 1
So my darling SO got me a Groupon offer for my birthday, a 60 min massage at this place a few towns over. I was happy because I’ve been needing a good massage lately. He got it early Feb but I was away for work so I didn’t get a chance to call right away.
I called on the 18th during the business hours indicated on their website, no answer and it went to voicemail. I thought, ok maybe they were at lunch. I called again on the 27th around 3 pm, again no answer and it went to voicemail. So I called again the next day in the afternoon – still no answer. So now I’m starting to get a weird feeling. All this time, no one is available to answer the phone?
So I called again this morning and I left a message this time. I also decided to email them and see what happened. I told SO that if I don’t hear back by next week, we might have to bring this up with Groupon. This was my email:
Hello, My name is lynashag and I’ve having some trouble getting in touch with your company. I’ve called a few times to try and set up an appointment for a massage. I got an offer off of Groupon and would like to redeem it. If someone could please get back to me, that would be great.
Thank you, lynashag
The lady emails me back a couple of hours later:
When is your groupon expires? please give me some dates in latter April as March is booked up. thank you
That’s it. No “I’m sorry we weren’t able to take your call” or “Sorry, we’ve been having a problem with the phones.” Nothing. Her response is seriously lacking in customer service. I work in customer service, I would never have responded to a customer like this.
One thing that I find weird is that, without me even mentioning a day and time for the appt, she basically says the next six weeks are booked. Really? It’s not a doctor’s office or some kind of specialist. How can every time slot for the next 6-8 weeks be booked?
So now I’m just feeling weird about the whole thing. I looked them up on Yelp and 1 out of the 5 reviews is really bad. I’ve kept my SO updated throughout and now he’s feeling down that I’m havng this trouble with them. I’m not as excited for it now :-/
Post # 3
Well, the one good thing about Groupon is they have a great return policy. So, worse comes to worse, if you let them know the dificulties you’ve had with trying to book an appointment (or your boyfriend does as he bought it) they will refund the money.
Post # 4
It sounds like there’s a language/cultural barrier at play here, which is probably a big part of your difficulties with their customer service. I don’t know what to tell you about them being booked through March. I think that’s a little weird, too, but I guess it’s possible. They might be one of those massage places that travels to people’s homes to give massages, so they may not be in the office all the time, which would account for your inability to get them on the phone. I would just book a time in April, and if it doesn’t work out, get a refund from Groupon.
Post # 5
- Wedding: November 2013 - St. Augustine Beach, FL
@lolaswann: I would look into seeing if it’s an Asian business because it was just Chinese New Year and most businesses close during that time period. That would explain them being closed with no apologies; it would also explain the behavior you describe as being rude as well as being booked for the next six weeks (if they were closed for a few weeks, people will have booked them in advance.) If four out of five reviews were good then it’s probably a good business.
Post # 6
Groupon can be an overwhelming experience for a business. You were not the only one to get this groupon so it’s definitely possible that their slots allocated for grouponers are booked up. Maybe only certain employees are accepting the groupon and they’re all booked up. Who knows what’s going on internally. Try them out in April – if you go into the place and feel uncomfortable, just leave and talk to Groupon about it.
Post # 7
The grammar used sounds like it could be an Asian-run business (I’m a scientist and work with a ton of people who actually grew up in a variety of different Asian countries). Most Asian-owned businesses are closed most of the month of February for the new year celebrations. Also, given that it’s a Groupon deal that probably sold a lot of coupons, it is totally likely that they are in fact booked up. We’ve run into that a couple of times with outings/events that require reservations. Luckily, those companies honored the Groupon after the expiration date because of the overwhelming response they got.
Post # 8
Had you left a message the first few times you called? Sorry, I was confused.
I’m a self-employed massage therapist and I screen all of my calls. If I don’t recognize the number, it goes to voicemail. And if no voicemail is left, I don’t call the number back. Its a safety precaution.
Many massage businesses don’t have secretaries, so they could be busy. At my work I will answer that phone, but when people call my personal phone to book, I screen all of the calls. A lot of times the message goes to voicemail anyway, because we’re all busy with clients. Again, if a voicemail isn’t left we don’t call back unless the number is familiar.
And Groupon makes massage businesses EXTREMELY busy. Typically therapists see a max of 6 people a day (or more if they overwork themselves) and Groupon makes business boom like crazy. Its kind of overwhelming. So I could see how they wouldn’t be able to see you until April.
But yeah, some things maybe sound weird but I think they could be explained somehow. And they should have apologized, you’re right about that!
Post # 9
Eh I’d get my money back, I understand they might be busy but her email wasn’t professional and seriously booked until April? Even though SO was SUPER sweet to get it for you and got a deal I would rather return it and go to a legit professional spa and get a 30 min massage knowing it will be good, clean and soon!
Post # 10
I’d just have Groupon refund the money to you.
I’ve bought 4 massage deals like this (2 from living social and 2 from Groupon) that I had to get refunded… The first one, we showed up for our massages and nobody was even there! We waited 45 minutes and nobody showed up, not even a receptionist at the desk–we sent an email to the “owners” and they had some excuse about double booking us. The second one, a different massage place, said they had no availability for over a month, so I made the appointments for the next month, and they called a day before the appointments to say they couldn’t do them and they had ZERO availability for any weekends or evenings.
I have learned that the best route is just calling an established, reputable dayspa and making an appointment. Or wait until a dayspa that you know you like offers a Groupon.
Post # 11
Thank you bees, you’ve shed some light on the situation.
Post # 12
@lolaswann: Call Groupon (much easier to get it resolved by speaking to a customer rep), explain the situation and they’ll immediately refund you. You can request credit back to your CC or Groupon Dollars. I personally have had a handful of Groupons refunded since the stores/spas didn’t quite anticipate how much work it was to let people redeem Groupons.
Groupon has been fantastic with the customer service in my past experiences; not much of a hassle and things are immediately refunded!
Post # 13
I’ve read more than a few reviews on yelp where someone makes an appointment for a service, (spa, nails, etc) and everything is normal but as soon as they mention that they have a groupon the place tells them that they’re actually all full for months. It’s like business are making it harder for people to use their groupons so they receive the money but don’t have to provide the service, (the person eventually gives up and the groupon expires so they can only get the face value and not the promotional value)
I’m not saying that this spa is doing that but it’s not unheard of.
Post # 14
The voucher is good till August. And I’m going to be travelling at the end of April so I can try to set an appt for early May. If they try to pull any shenanigans, we still have time to get a refund. Bahh
Post # 15
That actually seems to be pretty common for Groupons for spa-type services (and other things requiring a reservation). So many people buy the deal and call in the make that the place gets booked up far out pretty quickly. These business get a large influx of customers – more than they can handle really. That’s why I avoid those deals; I don’t think they’re worth the hassle.
I also agree that it sounds like their is a language barrier. That (and cultural differences) would account for the tone of the email reply you got.
If you can find an appointment time that works, I wouldn’t have any concern redeeming the Groupon though. And if nothing else, you can get Groupon customer service to give you a refund.
Post # 16
- Wedding: June 2013 - Upstate NY
Shady. You got a dud. Report it to groupon.