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1038 posts

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# 108235 27-Aug-2012 15:02
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Hi all ..

Just checking if anyone had any complaints against Grouponnz.co.nz website? I have purchased a Memory Foam mattress (sounded like a too good of a deal) on the 25th of May. Paid about 620 for a Queen size. 

I received a prompt payment email and delivery details that it will take upto 8 weeks before it can be delivered. 

Its 8 weeks by 1st week of August, and nothing yet. I emailed their support help desk after 10 weeks, and told them if I cannot receive it that week, I would like to cancel it and get a full refund. 

The person replied after 3 days saying. Thanks for the email, she will get in touch with the merchant and advise me of an update. She also said they were dispatched late and I could expect it anytime now, however she refused to provide a refund if its already in its transit (fair enough). 

I waited for another week for an update, called them and another lady told me on the phone, she does not have any update on the mattress if its being sent and she will escalate the case and get me a refund (I was happy to hear that). 

One more week now and I call and another lady says she has to call the merchant and check why it has not been delivered and she can only issue refund if they merchant has not sent it. I have requested if I can speak to someone about this, and she cannot escalate directly by phone, she cannot help me of anything but told me to wait few more days (possibly a week) before she can come back to me with an answer about the merchant. During this conversation she reluctantly agreed that the last conversation I had was about cancellation but she has not confirmation of it.

I have insisted I need a refund because its more than 14 weeks and I have already purchased another mattress, and do not require this. 

A simple google search returns that there are quite a few others that faced not the same but similar issues and a lot of credit card over charging customers. 

Just wanted to ask here if anyone had any such experiance ? and also that you are aware of this :)

Any suggestions to recover my money back is welcome :) I have logged a dispute with my National Bank, I dont know how far they will agree to it, because its such a long time and they need to have it within one month I think. 

Excuse my spelling mistakes .. 

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  # 677660 27-Aug-2012 15:18
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It might pay to check what National's policy is with a merchant charging your credit card for a product that couldn't be delivered at the time.

This is severly frowned upon by Visa and Mastercard overseas (ie you're not allowed to do it), but I have no idea what the actual policy is in NZ.



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  # 677671 27-Aug-2012 15:37
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Thanks for the reply. There is nothing on the form that says 30 days from the transaction, although one of their customer rep has replied to my bank email that it has to be within one statement period. 

I have applied it anyway and await for their response (hoping to get my money back really) :) 

http://www.nationalbank.co.nz/personal/documents/CustomerTransactionDisputeForm.pdf



sbiddle: It might pay to check what National's policy is with a merchant charging your credit card for a product that couldn't be delivered at the time.

This is severly frowned upon by Visa and Mastercard overseas (ie you're not allowed to do it), but I have no idea what the actual policy is in NZ.

 
 
 
 


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  # 677692 27-Aug-2012 16:09
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That's absolutely ridiculous...

I hope you get your money back, if it was me i would be fuming!

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  # 677697 27-Aug-2012 16:28
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Is it related to the big USA Groupon company?



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  # 677701 27-Aug-2012 16:35
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I believe so .. but the domain is www.groupon.co.nz or www.grouponnz.co.nz
There is a local support number they give to call 09 2824745

mattwnz: Is it related to the big USA Groupon company?

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  # 677702 27-Aug-2012 16:37
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One of the reasons I will never buy from their site is the incredible amount of time it takes to delivery just about anything. 6-8 weeks is the norm.

The only things I would ever consider from them are the restaurant coupons etc. which are delivered instantly.

I think there was an earlier thread somewhere based on a complaint to the site reported in one of the daily newspapers, about how long Groupon took to send merchandise while all the time, they had your money.




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  # 677716 27-Aug-2012 16:58
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vamsee: I believe so .. but the domain is www.groupon.co.nz or www.grouponnz.co.nz
There is a local support number they give to call?09 2824745

mattwnz: Is it related to the big USA Groupon company?


Overseas based companies can get local numbers forwarding back overseas, so having a local number doesnt mean they have a local office. 6-8 weeks for delivery though is way too long. Many people probably forget they even ordered something.

 
 
 
 


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  # 677776 27-Aug-2012 19:44
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Tell Groupon you will be lodging a disputes tribunal claim within 2 working days if they have not delivered the mattress or refunded you.

Tell national bank that you want action on this. They do say you need to contact them within 30 days of the closing date for the transaction but I think in this case if you make it clear you had to wait 8 weeks for the delivery date then they should accommodate if they are reasonable.

Contact the Ministry of Consumer affairs and ask for their advice.

Keep a track of everything by email and for all calls note the name of the person as well as the date and the general details of what was agreed to.




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  # 677784 27-Aug-2012 20:03
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vamsee: Thanks for the reply. There is nothing on the form that says 30 days from the transaction, although one of their customer rep has replied to my bank email that it has to be within one statement period. 

I have applied it anyway and await for their response (hoping to get my money back really) :) 

http://www.nationalbank.co.nz/personal/documents/CustomerTransactionDisputeForm.pdf




My point was more to do with the actual charging policy. In many countries merchants are not supposed to charge a credit card until goods ship. This is a Mastercard and Visa policy.

I have no idea whether Mastercard and Visa have such a policy in NZ, but if they do the fact it's within 30 days becomes a moot point.


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  # 677893 27-Aug-2012 23:13
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sbiddle:
vamsee: Thanks for the reply. There is nothing on the form that says 30 days from the transaction, although one of their customer rep has replied to my bank email that it has to be within one statement period. 

I have applied it anyway and await for their response (hoping to get my money back really) :) 

http://www.nationalbank.co.nz/personal/documents/CustomerTransactionDisputeForm.pdf




My point was more to do with the actual charging policy. In many countries merchants are not supposed to charge a credit card until goods ship. This is a Mastercard and Visa policy.

I have no idea whether Mastercard and Visa have such a policy in NZ, but if they do the fact it's within 30 days becomes a moot point.



You are correct.  The standard merchant agreement in NZ also forbids charging for goods until they're ready to ship (I think an exception is made if goods are "made to order".

@mattwnz: yes, groupon.co.nz is run by Groupon.com out of America.

@casewindow: the Disputes Tribunal has no jurisdiction over Groupon.  They're American.

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  # 677898 27-Aug-2012 23:36
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Kyanar: @casewindow: the Disputes Tribunal has no jurisdiction over Groupon.? They're American.



Actually according to their website they are a NZ company, and it is listed on the NZ companies website


Company information
The Grouponnz by Groupon New Zealand website www.grouponnz.co.nz is owned and operated by Groupon New Zealand Limited

Our office is registered at:

Groupon New Zealand Limited,
Commerce Street,
Auckland 1010

However the address on their website that it says it is registered under, differs from that listed at the companies office, and their is no number on the street shown on the website.

I would suggest the OP to go to the companies website to get their registered address, and write a letter to the registered companies address that is listed about the problem.


This makes interesting reading too, looks like other people have had problems getting things delivered http://www.stuff.co.nz/technology/digital-living/6154503/Online-shoppers-in-dark-over-purchases

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  # 677906 28-Aug-2012 01:46
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Yeah I saw a memory foam pillow on there today for a really cheap price but when I saw it was going to take six weeks to deliver (from overseas I think), the delivery charge was not included in the price, the delivery price was the same as the product price and I had to pay for the delivery fee by paypal, I closed the browser window...

Bought a few restaurant vouchers and a dentist voucher in the past with no hassles though

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  # 677932 28-Aug-2012 08:08
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I wouldn't bother sending a letter to the registered office - it's most likely just a single lawyer or accountant acting as their "agent" in New Zealand. They won't be involved with the company other than signing the incorporation papers and forwarding on any mail they get. It's just a shell company.

Your bank most certainly should be able to get your money back if the merchant doesn't play ball - just send them copies of the email communication and they should find the dispute in your favour.



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  # 678019 28-Aug-2012 10:03
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Thank you all for your comments .. I had a good news today from the Bank. 

I am going to reject the bed if it really arrives at my door ... 

But, glad Nbnz could act real fast on this case .. 

 Thank you for your enquiry regarding the above transaction.

As you have advised us you did not receive the goods, we have processed a credit for the above amount to your account today.  This credit adjustment will appear on your next statement.

Please note we reserve the right to re-debit the above transaction to your account should the merchant be able to prove that goods has been delivered.

Should Grouponnz process any further transactions to your account please advise us in writing immediately.

Please feel free to contact us should you wish to discuss this matter further.

Yours sincerely
Chargebacks and Disputes 
National Bank of New Zealand




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  # 678024 28-Aug-2012 10:10
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I'm always amazed how easy banks seem to be to deal with when things like this arise. (Incidentally, I think NBNZ's record was about 30 seconds after hitting the "Pay" button on some obscure asian website to buy a thing before they called me and asked if it was legit.)

Nice that you got a positive outcome.




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