Groupon

I ordered a Groupon for Andretti Indoor Karting in Orlando on Nov. 9th while I was on vacation.

When I arrived there, the voucher code was not available, so I reached out via chat to get my code. The chat representative said coupons normally take 6hrs to generate, but gave a 10-20 min wait time to escalate since I was already onsite. I waited for 30 minutes without updates, stated if it could not be generated soon, I would proceed with a cancellation/refund. The representative gave me an additional 5 min wait time to resolve voucher.

Once I had waited for 45 minutes, I proceeded with canceling my order. The rep/bot replied 3 mins later confirmed my cancellation was received and stated that no charges had been processed and that any pending charges should clear within 2-3 days. I exited off chat and proceeded to purchasing my tickets directly from Andrettis and I went about my day.

I looked at my statement to payoff my credit card near end of month and I noticed they did charge my card and that there was not refund issued. I sent a message to have this fixed, I explained the situation and their first response was that they would not issue a refund as my cancellation was after their cooling period per their policy.

I wrote back that I canceled the same day I ordered this Groupon, which makes it within cancellation policy and asked for them to send a copy of chat transcript. I was proactive and dug through my emails and found it myself and sent them a screenshot of where I clearly canceled on Nov 9th and provided the name of representative that helped me and the case number of my request. Their second response was that that they did not have records of this chat and that my screenshot did not clearly show which Groupon was purchased and stated they could not issue a refund with what I provided. They told me that my only options were to gift it to someone else (Im not from Orlando) or that I could use it for another day.

So, I proceeded to finding email they sent with chat records, placed the full transcript in a word document and I highlighted important details such as where it clearly stated it was for Andrettis Groupon, the time stamps for the conversation where I clearly made the request to cancel and representative acknowledged cancellation and confirmed no charges would be made. The transcript clearly shows how the representative issued a coupon without my presence or consent after I exited off chat 5-10 mins after he had confirmed my cancellation and that no charges would be made. Currently I am in day 5 without a resolution to fix their error. It is sad that I had to pull records and highlight everything to prove that I had canceled my order the same day, and if I did not do that, they would not bother to check their records which they clearly should have access to.

I have asked for a supervisor or manager, and so far I have not had anyone reach out.

It has been a very frustrating experience. Every response from them takes a day or more.