Beware Scoopon No Refund Even if Overbooked

janeymac on 07/10/2010 - 16:36
Last edited 31/01/2011 - 12:34 by 1 other user

I had a scoopon for a restaurant expiring this week. When I called to book, they said they were full and could not take a reservation. They refused a refund, or even a reschedule, so I tried to contact Scoopon (NB: They have no phone number, just email). This was their reply:

Thank you for your email.

Unfortunately we are unable to assist with your request for refund.

Your purchase is made in agreement to the terms and conditions of the
deal which includes the expiry date.

Please see below our policy on expiry dates.

  1. Scoopon voucher expiry and extension
    14.1. The Scoopon voucher expires on the date indicated on the voucher.

14.2. Expired vouchers are non refundable in whole or part. Once
expired, Scoopon vouchers are no longer valid and will not be honoured
by the supplier.

Should you have any further queries please do not hesitate to contact us.

Kind Regards,

Team Scoopon

I just want people who buy from scoopon to be aware that this may happen, and that there is no recourse. Imagine if a business has oversold the number of scoopons, neither they nor scoopon are liable for your expense.

A valuable lesson for me. I will not be buying from scoopon again.

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closed Comments

  • Mikinoz on 07/10/2010 - 16:41
    +5

    Wow , i was wondering when we would start hearing about these sort of stories , sorry to hear about what happened to you.

    • kwaker on 08/10/2010 - 12:59

      did you ask scoopon for a refund after it already expired?, ive had a refund from them and there was no problems

      however eroo are deinfately scammers, do not buy from them

  • janeymac on 07/10/2010 - 16:47

    Thanks, Mikinoz. Just got to be wary, I guess. I don't know what the other sites are like. I hope people are faring better :)

  • mrsjo on 07/10/2010 - 17:15

    oh no, that's terrible!
    i better make sure that i book everything well in advance.

    on a smiliar note, i was able to get ONE day extension direct from the restaurant on a voucher expiring this Sat. (i purchased the deal on ourdeal)

    i guess it depends on the restaurant…

  • Livert on 07/10/2010 - 17:16
    +3

    Which restaurant did you buy the coupons for? I can see this becoming a recurring issue. What's to stop any business from deliberately overselling coupons with no intention of honouring or refunding them?

  • neil on 07/10/2010 - 17:19
    +1

    They were full the entire week? Did you mention Scoopon when booking?

  • janeymac on 07/10/2010 - 17:32

    I mentioned Scoopon when booking, and they said they had a flood of Scoopon people coming in the last week, with the restaurant being double booked the entire week. The manager said the terms and conditions were 'subject to availability' (it did not say this on the website or the voucher) and there was nothing he could do except to take it up with Scoopon.

    Better news… I called back later, and after further nagging (and reading the terms and conditions), I managed to get a re-booking for the following week. However, there were other Scooponers who had missed out.

    On a side note, there were many Scooponers who will be moved to the bar/pub area to eat (coupon was for fancy restaurant dining lol), and that would have made the scoopon not value-for-money at all.

    • Livert on 07/10/2010 - 17:46
      +3

      Still doesn't sound much better despite your success getting the meal. They should not selectively disadvantage scoopon customers in any way. Remember this? http://www.ozbargain.com.au/node/29608

    • cwongtech on 09/10/2010 - 19:51

      Call them up again and don't mention scoopon =]

  • chriz on 07/10/2010 - 17:51

    This is why people buy that Entertainment Book. The conditions of that are that you only have to present the voucher at the very end of the meal, so they never ever know that you are using it and nor are they allowed to ask.

    It's just common sense with these Scoopon things. If it's too good to be true it probably is and if you expect to use it when there's 3 days left on the expiry date, then you're not always going to get what you want.

  • cloudy on 07/10/2010 - 18:53
    +3

    whats the bet if u went to the restaurant and pretend to be a full paying customer they'll probably be able to find a table for you? hehe

    i've warned about this before, my tip is dont buy from scoopon and spreets, they are suffering from their own success and lately most of them only offer a short period not a year for their vouchers. bad value.

  • me on 08/10/2010 - 00:59

    Wow thats really crap…I'm sorry to hear about that, obviously unfair and completely different from what you originally signed up for. I'd be very interested to hear what restaurant it was at?
    Funny thing is these businesses advertise on websites like Scoopon and offer deals with (you'd assume) getting you in as a returning customer, not just a one off for the deal…then you hear stories or experience things like this and it has quite the opposite effect!

    I guess you just have to book well in advance…at least thats what I'll be trying to do with anything I buy now or have bought from these types of site.

    Oh, by the way, just thought I'd add a positive story (bc no-one ever shares them)…we had a Scoopon for a restaurant and it said we had to let the restaurant know we were coming, book, and mention it was a Scoopon. Called the restaurant and it turned out they didn't take bookings for just two people, so we just showed up…had to wait a bit for a table (was a Sat night), but then so did everyone. We didn't mention the Scoopons til it came to the time to pay. This was mainly done out of "fear" that we'd be treated differently as Scoopon customers. In fact, they accepted two scoopons from us to cover the meal when the scoopons said 'one per person or table' or something to that effect.

    So, I guess, what it comes down to is more the discretion of the restaurant owners. That being said I'm not sure who is really at "fault" here: the restaurant or Scoopon? You'd think that the restaurant would just allow you to use the scoopon anyway, seeing as you had tried to book within the valid date range and it was not your fault they happened to be booked out…

    Would also like to add that some group buy websites have extended the validity of some deals, where the amount bought has exceeded the expectation from the business.

  • rspark on 08/10/2010 - 06:49

    I had a similar issue but at the other end of the availability dates. A week or two ago I bought a scoopon for a jet flight simulator as a gift and wanted to book for the giftee's birthday at the end of October. When I first called to book it was a Thursday or Friday and they said they didn't have the scoopon numbers yet (whatever that means) and to call back the next Monday. So I did that and then they said they were fully booked until the start of November. The voucher was valid from 29 September and when I mentioned this the guy said 'yeah but we've been running a number of promotions lately and taking lots of bookings'. So then why make an offer saying it's available from a particular date if you know you're not going to be able to fill most requests for at least another month?? I was pretty miffed but I was at work so couldn't start an argument….but yeah, another thing to be aware of.

  • arcticmonkey on 08/10/2010 - 09:24
    +1

    Hardly surprising you got that response from Scoopon, isn't it? After all, aren't their owners Catch of the Day? And we've all heard how great CotD's service is.

    hint of sarcasm

  • AssociatedScoopon @ Scoopon on 08/10/2010 - 10:23
    +1

    Hi janeymac,

    We believe the situation as you describe here is completely unnacceptable, please get in touch with us support team at [email protected] and we'll do our best to turn this experience into a positive one for you.

    Kind regards,
    Scoopon.

    • SydGuy on 08/10/2010 - 10:44
      +3

      Hi ScoopOn

      Great that you are going to help janeymac out, but are you also going to fix your processes so when the next person has this sort of problem and you don't just send the same standard email with the T&C's and you actually look into the situation?

      You think its unacceptable now after this public backlash, but when janeymac first contacted you you thought it was ok just to send that standard "cut & paste" email.

      Can you guarantee if anyone in the future has a similar problem you will actually look into it and not just send out that standard email and think its case closed. You will get a lot better reputation if you can give that guarantee here.

      • neil on 08/10/2010 - 11:00
        +4

        In Scoopon's defense, it's a bit difficult to adjust T&C's to anticipate waiting times for restaurants. There are some restaurants in Melbourne (e.g. Movida) that you need to make bookings months in advance, add to that an increase in patronage through Group buy vouchers and everyone using them towards the end of expiration it may be next to impossible to make a booking. Do you extend it a week, a month, forever?

        That said, perhaps there can be a process where if someone makes a booking within the booking period, and it is not available, then these Group Buy companies could refund you. I guess you don't want to be squeezed into a bar area of a restaurant just to fit in within the expiry date.

        • cloudy on 10/10/2010 - 09:16
          +1

          I think there gorup buys should have a cap not a useless minimum which always gets reached anyway. WHats with the 10 must be bought, when clearly hundreds and hundreds end up selling. Cap it so the restaurants can actually cater for the patronage.

          Instead, what actually seems to happen is they oversell, groupbuy website gets a huge cut, no longer their problem, the restaurant cant service everyone, and those who cant book loose out.

        • krushgroove on 17/05/2011 - 18:29

          I don't believe that's a good defense at all. How would I know that if I don't regularly eat at those restaurants? The reason I'm with these cheap deal sites is so I CAN eat at these restaurants at a fraction of the cost. If it's advisable to book way ahead due to popularity, put that in the ad. Also if a coupon expires on such a date, I should be able to call UP TO THAT DATE to book a dinner for whenever I want.

          Furthermore, janeymac is lucky she knows about OzBargain to complain and that there is a representative from Scoopon here on the forums. What about the hundreds of others who lose out that don't know about OzBargain and are hit with that same "cut & paste" email when they try to complain?

          The way Scoopon and Catch Of The Day is run is disgusting and I have no idea how they continue to get away with it.

  • simonk83 on 08/10/2010 - 10:48
    +1

    I simply don't mention Scoopon (or Spreets etc) when booking and just give out the voucher at the end. No probs.

  • Look43Bs on 09/10/2010 - 07:37
    +1

    I once over subscribed to a deal with Scoopon when I paid twice for a deal before I realised what I had done was a mistake. I sent them an email within 10 minutes of the 2 tranactions ( which was for 10 X $19 = $190).

    I had no problem with Scoopon eventually giving me a refund and at no time did they suggest that I would not get a refund.

    However there is a BIG ISSUE with Scoopon. They REFUSE me a contact phone number. I requested it twice, and twice no contact number supplied.

    A search on the internet only reveals an address in Victoria - NO PHONE NUMBER!!!!!

    I find this very unsatisfactory. Is this illegal or what?

    What can we do about this?

    PS … anybody know their number?????

    • llama on 31/01/2011 - 11:53

      Over Subscription doesn't mean that you pay twice… it means when the vendor issues (say) 500 coupons, but can only physically handle 200. Hence, they collect the money from 500 people, but only provide service for 200.

    • AssociatedScoopon @ Scoopon on 07/03/2011 - 12:42

      Hi Look43Bs,

      All of our customer support is provided by email for conversation tracking purposes, and our review systems.

      We cannot track phone call conversations currently, so we are unable to provide this.

      Kind Regards,
      Team Scoopon.

  • oziwhinger on 31/01/2011 - 10:50
    +1

    purchase Scoopon SWAT pest treatment, same story booking was an issue,since this is prepaid your at their mercy.

    when they made it, voucher said up to 7 room, but i only got 3 bedroom house, still ask me to pay extra for external garage.

    you get what you payed for…

    unlike ebay and paypal protection on mechandize, no way to contest a "service"

    • samfisher5986 on 31/01/2011 - 11:00

      You can easily contest a service.

      But to be fair a room is not the same as a garage.

      • janeymac on 31/01/2011 - 23:11

        A garage is easier than a room because the door is bigger and you have easier access.

      • uraha on 03/02/2011 - 19:38

        the 4 other room should be bigger if not more effort to clean compared to 1 garage.

    • AssociatedScoopon @ Scoopon on 07/03/2011 - 12:40

      Hi oziwhinger,

      Can you please send your query through to [email protected] so that our support team can assist you further.

      Kind Regards,
      Team Scoopon.

    • AssociatedScoopon @ Scoopon on 13/05/2011 - 12:35

      Hi oziwhinger,

      Just checking up to see if you were able to send an email to our support team?

      If you could please advise your ticket ID, we will ask our support team to send you more details to assist you further - if this matter has not already been resolved.

      Kind Regards,
      Team Scoopon.

  • leiiv on 01/02/2011 - 11:40

    I am started to think that it is one of their strategy to make profit. The higher the number of unused coupon, the higher the profit is. While not making it too obvious, they will try everything to increase the possibility of unused coupon!! i.e, the T&C does not give you guarantee that you can always get the service/product that you paid for.

  • SmiTTy on 02/02/2011 - 23:48

    make your booking, then say "btw, i have a voucher" (rather than saying it upfront…)

  • captains on 03/03/2011 - 12:54
    +2

    Reading janeymac's story set alarm bells ringing…. same thing happening to me with a voucher for a beauty salon through Scoopon. They obviously oversold the "experience", said they could not provide service and told me to deal with Scoopon for a refund. Scoopon have tried to fob me off by saying there is no refund as offer was subject to availability…. Sorry but if a service that I have paid for is not provided, I expect a refund!!! Talking to consumer affairs…. have sent another email to Scoopon but obviously don't expect much back from their "customer service" (using that term as loosely as possible).

  • AssociatedScoopon @ Scoopon on 07/03/2011 - 12:44

    Hi Everyone,

    If a Scoopon deal partner is unable to provide the service, or any availability to redeem your Scoopon, we are more than happy to assist you with a refund of your purchase cost - in line with our terms and conditions.

    If you have further queries, please feel free to contact our support team via [email protected]

    Kind Regards,
    Team Scoopon.

    • Mayflower83 on 16/03/2011 - 13:52

      The exact same thing happened to me Captains and Janeymac! I paid $196 for 4 x Scoopons for a Dolphin Wild Moreton Island cruise, tried to book it on 16 November last year and was advised that availabilities for Scoopon holders were only on certain days and that they were fully booked out until the end of November, which was the expiry date for the vouchers. The person I spoke to at Dolphin Wild advised me to contact Scoopon directly to try and arrange a refund as they were unable to assist me.

      Of course, I emailed Scoopon and this is what they replied:

      Thank you for your email.

      Unfortunately, we are unable to assist your request for refund.
      Your purchase was made in acceptance with all the terms and conditions
      listed on the deal page and our standard terms and conditions - in
      line with our standard terms and conditions (please see link below) we
      are unable to provide a refund of your purchase for reasons of a
      change of mind, you are unable to use your Scoopon before the expiry
      date or you have not read the full terms and conditions listed, which
      includes 'subject to availability'.

      http://www.scoopon.com.au/pages/terms-and-conditions

      The example which you have included does not actually apply in this
      circumstance. Also, please note, that the FAQs are not actually terms
      and conditions which the Scoopon is purchased in accordance with.

      For this example, a business is unable to provide the service for
      reasons of going out of business. If a deal provider is booked out and
      unable to accomodate your booking request, the deal provider and
      Scoopon are not obligated to refund your purchase.

      Should you have any further queries please do not hesitate to contact us.

      Kind Regards,

      Team Scoopon

      I don't know about you but what Scoopon has just stated in the above comment: "If a Scoopon deal partner is unable to provide the service, or any availability to redeem your Scoopon, we are more than happy to assist you with a refund of your purchase cost", does not match what was written in the email.

      Dolphin Wild were NOT able to provide the service or any availability to redeem the Scoopon prior to the expiry date, thus shouldn't a refund be made available??

      Not impressed, Scoopon, not impressed at all.

      • arcticmonkey on 16/03/2011 - 22:34

        Absolutely disgraceful. I would send Scoopon's comment and their e-mailed reply to Fair Trading.

      • AssociatedScoopon @ Scoopon on 17/03/2011 - 10:11

        Hi Mayflower83,

        Is it possible that you can please advise your unique email ticket ID (Eg: ABC-123456)?
        We will ask our support team leader to investigate your query further.

        Just to clarify the quote you have included also - If a deal provider is unable to honour your Scoopon due to closing down within the validity period, or if the deal provider is not able to provide any availability at all during the validity period, we are able to assist refund queries in line with our terms and conditions.

        Please refer to the following link for your reference:
        http://www.scoopon.com.au/pages/terms-and-conditions

        Kind Regards,
        Team Scoopon.

      • Look43Bs on 17/03/2011 - 11:51
        +1

        This can't be legal!!!!

        So all that Scoopon and it's "partner" have to do is collude by over selling the "deal" and collecting all the money, and both having no obligation to provide the "service".

        Is this what Scoopon is all about?

        • AssociatedScoopon @ Scoopon on 05/05/2011 - 13:26

          Hi Look43Bs,

          This is definitely not what Scoopon is about.

          Our no. 1 priority is our members.
          If for any reasons a deal provider is not fulfilling the offer that has been listed on our website, we are more than happy to follow this up with them and sort the issue out as soon as possible.

          We kindly ask that members advise our support team through our Help Centre, so our customer support team can resolve any potential issues quickly.

          Our deal providers are bound to a contract to honour the Scoopons that have been sold through www.Scoopon.com.au and are absolutely obligated to uphold this.

          Kind Regards,
          Team Scoopon.

    • Joyoz on 05/05/2011 - 18:18
      +2

      I have requested this NUMEROUS TIMES. You might want to look like the nice guys here but ACTIONS SPEAK LOUDER THAN WORDS…. maybe that's because we get neither. I haven't received good service and shouldn't have to work so damn hard to sort the issue out! In the meantime you remove and delete people off your facebook page… That's fine because I posted on several forums with already over 1000 views about my negative experience with Scoopon/Catchoftheday. I will keep voicing my opinion on the issues when you treat your customers with a some damn RESPECT.

  • seratone on 07/03/2011 - 16:27
    -3

    no offense, but this is hardly scoopon's fault. you knew the expiry date when you purchased the voucher, if you left it to the last minute to use it then you have to accept that this might happen.

    its no different then a gift card. If you purchase a gift card and wait to the date of expiry to use it, then relize the shop is closed, its hardly the gift card vendors fault.

    • zhenjie on 07/03/2011 - 19:05

      A lot of these cases are not just 'leaving it to the last minute'. Small business have been overwhelmed and in some (very few) cases unable to provide the service or goods. Please try see the bigger picture.

      • Joyoz on 13/05/2011 - 04:44
        +1

        The business refused to honour my vouchers Seratone and they sold me vouchers for a business already closed down. Issue should be sorted soon. I shouldnt have to stress and fight for my refund.

        • voteoften on 13/05/2011 - 10:27

          See my thread about Morley essential Beauty not taking any scoopon bookings at all. Not ever. They don't have the staff they say. Scoopon says they are going to come up with a resolution and contact all of the buyers with it. Why didn't they do that with The Chimney? No one could have used those vouchers so they should have just refunded everyone and let them know.

          No one should have to ask for their refund with The Chimney. Just like there should be no resolution for Essential Beauty, other than refunds. If they can not provide the service - No bookings at all! - then it should be refund time. I'm going to be getting a job soon and I can't be taking off in the middle of the day to drive across town for a non peak booking months down the track when they get their act together. Meanwhile both Scoopon and Essential Beauty have the use of my money.

  • tsandu on 07/03/2011 - 17:57
    +1

    Seratone, not sure if your working for scoopon or not.. but if you buy voucehers from scoopon, even if you call the first day you have the voucher.. they will still be overbooked.. hapened to me.. had to jump hoops to get a refund.. heck its only after i took it to the department of fair trading i ended up getting my refund.

    just look at the crzy number of vouchers they sell… a small company that normally has a few customers a day.. now all of a sudden has to service 5000 scoopon customers.. and the voucher expires in 6 months..
    now lets say they work 7 days a week.. so 180 days in 6 months.. you do the maths.. but from my books it seems now they have to do about 28 customers a day.. on top of their normal customers.. to me something doesnt add up.. and if you dont see that.. i wish you good luch with scoopon vouchers..

    • seratone on 08/03/2011 - 10:00

      Firstly, no, i dont work for scoopon, however, I have purchased a number of vouchers and newer had a problem (have also purchased from jumponit without any issues)

      As for the rest, what you need to understand it that the business that sign up for the scoopon selects how many vouchers to sell and how long they are valid for. If they over book themselves then it is, in a large part, the businesses fault.

      I understasnd that scoopon should probably have a system in place for that sort of senario but it is my opinion that if the business is fully booked for the entire 6 months then it is there fault they opted to hand out that many vouchers and they should be contacting scoopon to give you a refund (since they get the money in the end)

      • tsandu on 08/03/2011 - 10:32
        +1

        No not entirely. My dealing is with scoopon, not their client. My money goes to scoopon not their client. If i take any one to the department of fair trading, its the company I dealt with .. ie Scoopon. (Which i have done, and managed to get my refund). If scoopon chooses to deal with dodgy companies that oversell vouchers (assuming thats what happens), its scoopons issue ( I am surprised they still do not have an official policy on this, and a quick way to get a refund, if the service you bought was either not the same as if you went without a voucher, or could not be booked). Similarly how if you buy a car from holden, and your gearbox brakes, you dont need to chase up the metal casting company as to why your gearbox broke.. you chase up the car company. If you buy the car, through a car broker at a cheaper price, or get some form of discound, be it a club, organisation, etc.. you still will get exactly the same car, the same service, etc (With the only exception being for example govt deals, which it clearly states you will NOT get this, and that).

        P.S. When scoopon was much younger, i got some scoopon deals which ended up being nice.. Howeveer lately it seems they are money hungry, and rather then sell 100 vouches, they want to sell 1000's of vouchers, which makes it extremely difficult or impossible for their clients to honor the vouchers (whoever's fault it is.. ie scoopon or the client).

        • bluedufflecoat on 08/03/2011 - 12:54

          My experience with scoopon vouchers have been pretty good so far. But I DID buy those scoopons quite a while ago (and now they are expiring so I am in a hurry to use them)… :) and the pioneer merchants have provided great service.

        • AssociatedScoopon @ Scoopon on 05/05/2011 - 13:32
          -2

          Hi tsandu,

          Thanks for your post.

          Just to clarify, our Sales Executives will ask every possible question of our deal providers in relation to how many Scoopons we can offer for their business, so that over selling the Scoopon voucher is not concern.
          If at any point the deal provider wishes to place a limit on the Scoopons that can be purchased, we will always respect this. Also, we are acting on the information provided to us by our deal partner and act in good faith with the deal that is advertised on the www.Scoopon.com.au website, in conjunction with the information gained from our deal partner.

          If for any reason, a Scoopon member is unable to redeem their Scoopon during the validity period, we ask that the our member sends an email to our support team - so that we can follow up your concerns and help bring about a resolution.

          To assure you that our members are our no. 1 priority, we have implemented a number of new restrictions and conditions of becoming a Scoopon.com.au deal partner. This should filter out any future issues. However, if an issue does arise, our support team is more than happy to assist you.

          Kind Regards,
          Team Scoopon.

        • [Deactivated] on 05/05/2011 - 13:45
          +1

          Scoopon,

          is this your idea of assistance?

          "Unfortunately we are unable to assist you with your request for a refund."

  • serendipity on 03/05/2011 - 18:34
    +1

    I've just experienced the exact same scenario.

    I purchased 3 vouchers for My Skin Laser Clinic and called the clinic in January (yes, months ago) in attempts to obtain a weekend/evening booking. They were "booked out" out on weekends until April (when the voucher was due to expire!), however, I am sure that they were only "booked out" for Scoopon users. They told me to call back to check for cancellations, which I did - a cancellation never came up, as I expected.

    I called back a few weeks ago to try one last time, as the voucher was to expire at the end of April. The clinic representative I spoke to was so rude that I couldn't believe it. As a customer, I have never been spoken to like that before. I thought the aim of these deals was for businesses to OBTAIN and KEEP customers - however I think they sold such an astronomical amount of vouchers that she couldn't care less whether I came in or not. She told me that they had "plenty of daytime availability" and I should just take a sick day off work "like everyone else". I was also told that if I had a problem with that, to contact Scoopon.

    I accepted that I had no choice but to take a day off work. However, when I called back just a few days later - all of a sudden, there was NO availability left! Absolutely NOTHING before the expiry date of the voucher, when a few days prior as I tried to get a weekend booking, there was "plenty of daytime availability" - in fact I could have gone in the next day! It just seemed too convenient for words.

    I emailed Scoopon for a response and have been awaiting a reply for 2 weeks now. I just wonder why Scoopon would post above, in a public forum, that "If a Scoopon deal partner is unable to provide the service, or any availability to redeem your Scoopon, we are more than happy to assist you with a refund of your purchase cost" if they aren't willing to follow through with it behind the scenes?

    If I don't hear back within the next week, I'm going to file a complaint with the ACCC. 3 x $89 vouchers is not an insigifnicant amount of money to pay for getting absolutely nothing in return, and I've put a firm hold on purchasing any further vouchers from ANY website.

    I think that as long as you call the business and make a booking (quoting your voucher number) BEFORE expiry date, you should be entitled to the service. Otherwise, what's to stop them pretending that they don't have any availability before the voucher expires? "Subject to availability" is all so arbitrary and subject to manipulation at the hands of the provider.

    • voteoften on 05/05/2011 - 14:00

      Scoopon, the way to deal with these businesses is to make the expiry date the date that you have to book by, not the date you have to use it by. That would encourage businesses to service their voucher customers from day 1.

      Or you could offer refunds to everyone who tried to book more than two weeks before the expiry and were unable to b accommodated by the business.

    • me on 09/06/2011 - 09:50

      Hi Serendipity,

      I also bought vouchers for My Skin Laser Clinic (I'm assuming you're talking about the one in Malvern, Vic). I had no problems with them at all.

      Before I purchased the voucher I contacted the business to ask if all treatments had to be used within the voucher validity period or if the treatments had to just be started in this time (given that you're meant to wait 6 weeks between treatments). I was told that all you had to do was have your initial consultation within the validity period and that the actual treatments could be used outside of this period. The consultation was really short, less than 5 min and you probably didn't even need a booking (I could have walked in off the street and had it).

      So far I have only had one treatment, and the staff have been very professional. I've never had a problem with bookings (that being said, I only ever book on weekdays). They are also open on weekday nights past 5pm on some days.

      I'm sorry to hear about your inconveniences and bad experience with the company, but I'd just like to put it out there that I bought (possibly) the same vouchers and had no problems with the business at all (touch wood).

      By the way I also find it strange that they couldn't fit you in - with my first appointment the woman at reception said they didn't have me as booked in but they could squeeze me in anyway (this is after the actual coupon expired) as it would only take a few minutes.

  • voteoften on 03/05/2011 - 19:05

    Complain about about the business as well as scoopon. Might as well cover all the bases.

  • serendipity on 04/05/2011 - 19:39
    +4

    Funnily enough, I just received a reply from Scoopon.

    "Thank you for your email.

    Unfortunately, once a Scoopon has expired, Scoopon is unable to assist in providing a refund of your purchase.
    Once the expiry date has been reached, the deal provider is not obligated to honour your voucher.
    Scoopon is unable to force a deal provider to accept your voucher, as it no longer carries any value once the validity period has finished.

    As we are unable to guarantee that you will be able to make a booking on your most desired date, or on a weekend we always suggest that you book your desired date well in advance.
    Should you have any further queries, please do not hesitate to contact us.

    Kind Regards,
    Tina
    Team Scoopon"

    I'm outraged - I emailed them 2 weeks before the expiry date of the voucher, they take THAT long to get back to me, and then tell me that they can't assist me because the voucher has expired?!

    Surely it can't be legal for me to hold a VALID VOUCHER, and be told that I can't redeem it because the provider cannot offer me ANY availability WHATSOEVER before expiry date?

    • voteoften on 05/05/2011 - 09:41

      Dept of consumer protection.

  • d3vi8r on 05/05/2011 - 10:40
    +1

    I bought a scoopon voucher for $49 which was supposed to give me $149 of food from MOCEAN RESTAURANT BONDI.

    It appears the restaurant was fully booked for the entire week before the deal ended. When I tried to make a bokoing they said "Sorry - we are booked until the last date of the offer". I protested. They said to contact Scoopon.

    I contacted Scoopon 4 days before the deal ended and they refuse to give me a refund. I've copied their response below.

    COULD SOMEONE FROM SCOOPON PLEASE CONTACT ME TO RESOLVE THIS. I just made a complained to NSW Dept of Fair Trading because this is unfair.

    From: "Sally" <[email protected]>
    Date: 5 May 2011 8:40:41 AM AEST
    To: <removed>
    Subject: [#SAQ-955614]: Vendor won't accept my coupon, please refund
    Reply-To: [email protected]

    Dear Simon,

    Thank you for your email.

    The Deal Provider was fully booked out the week before this offer ended.

    As per the terms and conditions you initially agreed to, all Scoopons are sold subject to availability.

    Unfortunately we are unable to assist you with your request for a refund.

    Should you have any further queries please do not hesitate to contact us.

    Kind Regards,
    Sally
    Team Scoopon

    Ticket Details
    Ticket ID: SAQ-955614
    Department: Refund Requests

    • bluedufflecoat on 05/05/2011 - 11:05
      +3

      If Scoopons are sold subject to availability, I think I'm not going to deal with Scoopon anymore. You can still get "up to 50%" off deals with the Entertainment Book with no up-front payment (except for the book)…

      Paying whatever amount to get zero service is absolutely ridiculous.

    • AssociatedScoopon @ Scoopon on 05/05/2011 - 13:39
      -1

      Hi d3vi8r,

      We have been in contact with our Deal Partner to follow up your query.
      The restaurant has been completely booked out in the lead up to the expiry of the Scoopon voucher due to a rush of last minute booking requests.

      When a Scoopon has expired, the deal provider is not obligated to honour your Scoopon.
      However, we are aware that a number of Scoopon holders were placed on a cancellation list and were able to gain a booking after another customer cancelled their booking.

      Kind Regards,
      Team Scoopon.

      • janeymac on 06/05/2011 - 11:49
        +1

        How many were on the cancellation list? One Scoopon was serviced?

      • d3vi8r on 06/05/2011 - 12:40
        +3

        I bought the voucher from SCOOPON. You are responsible for setting this right. You can followup with the deal provider in your own time, but meanwhile REFUND MY $49.

        I WILL NOT SHUT UP ABOUT THIS AND I'LL KEEP FOLLOWING UP AND EDUCATING OTHERS UNTIL THE MATTER IS RESOLVED.

  • voteoften on 05/05/2011 - 10:52
    +3

    People need to make complaints and not just let this stuff slide.

  • d3vi8r on 05/05/2011 - 10:55
    +4

    I just lodged this with dept of fair trading. I'll take this all the way to a small claims tribunal if necessary. I won't be ripped of by scoopon!!!

  • pianissimo on 05/05/2011 - 10:56
    +3

    Yeah, there seem to be a few complaints with Mocean http://www.ozbargain.com.au/node/43238

  • AssociatedScoopon @ Scoopon on 09/05/2011 - 09:11
    -3

    Hi everyone,

    Scoopon has been in touch with Consumer Affairs also to see what we could do to help our Scoopon customers book and redeem their Scoopons.
    Our advice was that the deal provider was not obligated to service the Scoopon that were not able to secure a booking in the last week of the validity period. As the deal provider was at capacity during the last two weeks of the validity period, they were not able to offer any new bookings for general public customers as well as Scoopon holders.

    Kind Regards,
    Team Scoopon.

    • voteoften on 09/05/2011 - 09:29

      Since they couldn't (can't) service the voucher, it is refund time.

      Also, what about those who couldn't secure a booking three weeks out?

    • d3vi8r on 09/05/2011 - 10:06
      +1

      I don't believe this conversation ever took place. Who did you talk with at consumer affairs? What number did you call? What was the reference number for your call.

      If you don't provide this information, I think we can all assume you are being dishonest.

      • voteoften on 09/05/2011 - 10:34

        Are you looking for a "ticket" number? Ha!

        • d3vi8r on 09/05/2011 - 10:40

          LOL

          Is it possible that you can please advise your unique email ticket ID (Eg: ABC-123456)?
          We will ask our support team leader to investigate your query further.

    • Deridas on 09/05/2011 - 14:23
      +1

      Scoopon,

      I'm sure Consumer Affairs's advice was correct with regards to the obligations of the deal provider, but you failed to mention whether Consumer Affairs included advice on a refund. What we all REALLY want is the obligation of Scoopon, which is a refund when there is no service provided, something Scoopon has constantly been dodging, compounded by the fact there is no telephone number and emails take forever to be replied.

    • serendipity on 16/05/2011 - 21:09
      +3

      The fundamental difference is that Scoopon holders have PREPAID for these services, so whoever has recognised this revenue bears a liability to follow through with the provision of these services. General public customers DO NOT make a LOSS if they cannot obtain a booking. Funnily enough, it is BECAUSE Scoopon users have already paid, that causes them to be treated like second-rate, inferior customers.

      It is far, far too easy for a deal provider to feign a "flat out schedule" weeks or even months in advance so that they do not have to honour Scoopons. Where is the transparency in this? It is completely and utterly wrong.

  • voteoften on 16/05/2011 - 21:29
    +1

    Exactly, it should be refund time.

    Scooponers shouldn't even be treated differently when booking. Rejuva skin has or had a message on their machine saying scooponers call back, don;t leave a message, everyone else, leave a message and we will call you back.

    • Joyoz on 17/05/2011 - 18:35
      +2

      That's disgusting service.

  • S24 on 25/05/2011 - 10:29
    +2

    I purchased a Scoopon for laser hair removal in Adelaide and it will be my last Scoopon purchase. It's impossible to get a weekend appointment so I took a day off and made a weekday appointment, which got cancelled. After the next couple of cancellations, I have now lost more money in lost wages than I would have saved on the voucher.
    Again, Scoopon have said no to a refund. Not only that, but they contacted the salon with my details after I asked them not to use my name. The salon is claiming I didn't show up for one of my many appointments!! What a complete lie!
    A rep from Scoopon has told me previously that beauticians and hair salons are known for not honouring vouchers and dragging out bookings until the expiry date. Keep in mind people, Scoopon keep 35-60% of every voucher sold. So if they sell 2000 $50 vouchers (at 35%), that's a minimum of $35000 - not bad for a days work! Meanwhile the business get an up front payment of over $65000. They all have their cash, why would they care about us?
    I hope consumer affairs are prepared for an onslaught of complaints!

    • arcticmonkey on 25/05/2011 - 22:12
      +1

      "A rep from Scoopon has told me previously that beauticians and hair salons are known for not honouring vouchers and dragging out bookings until the expiry date."

      If that is true, then why does Scoopon keep associating with such firms?

      • pianissimo on 25/05/2011 - 22:14
        +1

        Probably because

        Keep in mind people, Scoopon keep 35-60% of every voucher sold. So if they sell 2000 $50 vouchers (at 35%), that's a minimum of $35000 - not bad for a days work! Meanwhile the business get an up front payment of over $65000. They all have their cash, why would they care about us?

        • arcticmonkey on 25/05/2011 - 22:18
          +1

          Perhaps explains it! If a Scoopon rep really did say what S24 said they did, my opinion of Scoopon has dropped even lower.

  • irinar on 25/05/2011 - 10:31
    +1

    I had a different story. I try to redeem my scoopon a month before the expiry day, was not able to… Looked at my scoopon site and there was this message "scoopon not valid for redemption". Since then I have tried to contact Scoopon and send 8 emails - haven't heard from them; not a single reply?
    Don't know what to do but since then the scoopon is now expired and I am going to loose $178 (it was two scoopones, one for my friend and one for me?)

    • neil on 25/05/2011 - 10:56

      What was the voucher for?

      • irinar on 25/05/2011 - 11:56

        it was for a facial

        • AssociatedScoopon @ Scoopon on 26/05/2011 - 09:44

          Hi irinar,

          It looks as if our support team has not received the details required to assist you further.
          We have asked them to send an email through a secondary email domain, which should have reached you already - our support team will use this secondary email to confirm their advice as quickly as possible.

          Kind Regards,
          Team Scoopon.

    • voteoften on 25/05/2011 - 13:14

      I think that means the business closed or has decided not to honor the vouchers. You shouldcomplain to consumer protection.

  • voteoften on 25/05/2011 - 13:26

    Scoopon recently sold vouchers for a package that included 6 infra red box detox sessions They sold 800 vouchers. That is 4800 sessions at 40 minutes each, plus downtime inbetween. The business has one detox box. How can this not be a overbooked situation when the expiry is one year?

  • irinar on 25/05/2011 - 13:37
    +1

    Thanks for that. I have rang consumer affairs and also send last email to Scoopon letting them know that I will be making an official commplain. I have got an email from scoopon not long ago that apparently they have tried to contact me before but my provider was blocking the email; but the good news they are going to refund it. I will be happy when I see the money :)

    • voteoften on 25/05/2011 - 18:12

      That's really great about the refund. Congrats

  • rattle on 25/05/2011 - 15:33

    Bought vouchers for Diamond Cleaning Group (house clean) via Scoopon months ago for the wife as a surprise, but they still won't take calls, their message box is always full (via foreign call centre) and their web site is still off line.
    To top it off, there is quite a bit of negative feedback about them online regarding similar deals and quality of service.

    Have contacted Scoopon, and to be fair, have only just recently done it, so no reasonable time for a reply yet.

    • rattle on 25/05/2011 - 17:16

      Update - Received a prompt reply from Scoopon offering a refund due to the circumstances in this particular case.

  • Poptastic22 on 04/06/2011 - 13:34
    +2

    Hi Ozbargainers, I bought the $49 deal for Little Minnow restaurant in Mosman Sydney and tried numerous times to book, always stating that I was a Scoopon customer and was told everytime that they were fully booked. They even took my number and promised to call if they received any cancellations, but this never happened. Being a waterside venue, I thought that maybe I would have more chance out of season so left it a couple of months before trying again, but was faced with the same lack of availability. It reached the final weekend and I said I was flexible and could come anytime Fri, Sat or Sun, but still nothing (it was just for 2 people) and the final 2 days the offer was valid was the following Mon and Tues. I called up thinking the restaurant would be quieter these days, only to be told they don't open on Mons or Tues's! There was no mention of the T & C's. Despite the fact that I have attempted to redeem the deal and the restaurant have been unable to accommodate me within the valid period, Scoopon have refused to offer a refund. I shan't be buying from Scoopon, or Little Minnow ever again (staff at Little Minnow were downright rude when I called).
    On a brighter note, we are currently enjoying a 2 night break at Ettalong Beach, part of a deal on Deals.com.au a few months back. Contrary to the negative experiences others have had with the Ettalong deal, we have found everything as promised, wine, vouchers etc all in the apartment when we arrived. Well done La Krisp :)

    • AssociatedScoopon @ Scoopon on 06/06/2011 - 09:46
      -1

      Hi Poptastic22,

      Can you please advise your unique ticket ID, that you would have received in an autoresponse? It will look like ABC-123456.

      We will ask our Support Team to review your email and get back to you with an update.

      Kind Regards,
      Team Scoopon.

  • ro2y on 06/06/2011 - 17:42
    +2

    Hi Ozbargainers.

    I bought a Scoopon gift "dinner for 2" at Flare Contemporary Grill in Melbourne for a friend. It was a Christmas gift but since deal starts at January she tried to book it in early but was always told its fully booked on that weekend or the nights she desired. Almost 2 months leading into the expiry (04/06/11)she was told no weekend at all is available. She even tried following up with inquiries for vacancies every now and then but no luck. 2 weeks ago she asked for "any available time" now with the intention of giving it away but still they reckon they are fully booked. And "NO" there is no refund.

    The most frustrating thing is she was told they can only allocate a certain amount for Scoopon bookings and only phone bookings are allowed. Checking on the Flare Contemporary Grill website regular bookings are done online. Feeling ripped-off i sent an email to Scoopon and guess what - I had my name on it but overall a cut and paste reply on what I say is a standard complaint to Scoopon:

    Dear BLAH BLAH BLAH,

    Thank you for your email.

    All Scoopons are sold subject to availability, as Scoopon does not manage the redemption process, we are unable to guarantee that you will be able to make a booking on your most desired date.

    In line with our standard terms and conditions, we are unable to offer a refund of your purchase cost.

    We kindly suggest that you contact the deal provider to secure a booking on the earliest available date so that you may redeem your Scoopon.
    Or, if this is not suitable, you may gift your Scoopon to a friend or family member as all Scoopons are transferable.

    Should you have any further queries, please do not hesitate to contact us.

    Kind Regards,
    Louise
    Team Scoopon

    PS: Flare Contemporary Grill received 656 voucher purchases for 2. They only allow 30ppl or 15 vouchers a night. To fit it only in 5 months will leave out a lot of non redeemable vouchers who even tried to make a booking weeks or months in advance. Anyway I will leave this with Dept of Fair Trading to sort them out on what is truly a dogy deal.

    • AssociatedScoopon @ Scoopon on 07/06/2011 - 13:08
      -2

      Hi ro2y,

      Thanks for your post.

      From what you've written here, we are very concerned by this information.
      Can you please advise your unique ticket ID so that we can ask our Customer Support leader to review your query and provide a positive resolution.

      Kind Regards,
      Team Scoopon.

      • arcticmonkey on 07/06/2011 - 16:40
        +3

        Why weren't you 'very concerned' when he/she sent the email?

  • neil on 06/06/2011 - 17:56

    Everyone, there are a lot of different discussions on this thread. It's getting a bit confusing for discussion. Ro2y and poptastic, please feel free to start a new thread in this forum. It will make it easier for others who have the same issue with the venue to find as well as possibly getting the restaurant/Scoopon to comment on.

  • satoshi on 06/06/2011 - 19:37
    +2

    I've experienced the same problem as Poptastic22. I bought a $49 deal for Little Minnow restaurant in Mosman, and it was IMPOSSIBLE to book a table there. That place was FULL everytime I called, and it appeared they never have tables available. My last call to them was around a week before the voucher expire, and of course they were FULL AGAIN.

    Since Little Minnow refused to offer me any extension or refund, so I contacted Scoopon, and guess what, I've been told that was my responsibility to not use the voucher earlier…YES, if I could use it earlier, I would have done so already!!

    This was my first Scoopon, and I had already gone through so much trouble.

    My experience shows Scoopon has NO quality measurement for their business partners. Little Minnow had sold over 1300 vouchers on Scoopon (there was no max limit), and it was so obvious that they just could't cope with such an excessive demand. And both the restaurant and Scoopon laid the blame onto the customers at the end.

    So BEWARE when you buy from Scoopon! All they care is $$$ in their bank accounts, refund is NOT POSSIBLE. I don't deny there are lots of cheap bargains up there, unless you don't mind to waste your money if something goes wrong, otherwise THINK TWICE!

    • AssociatedScoopon @ Scoopon on 07/06/2011 - 13:09
      -2

      Hi satoshi,

      Can you please advise of your ticket ID that you would have received from our mailing system?
      We will ask our Support team leader to review your query and get back to you asap with an update.

      Kind Regards,
      Team Scoopon.

      • satoshi on 08/06/2011 - 20:35

        Ok here you go DTQ-959476, I would love to see what the team leader will say.

  • Aneke on 06/06/2011 - 21:00
    +3

    I am fascinated by how many times someone from Scoopon pops up here urging members just to contact Scoopon customer service. This seems to be nothing more than a Public Relations stunt as the customer service section ALWAYS denies any responsibility.

    My advice to anyone posting here who has a problem is to immediately file your complaint with State Fair Trading Department and also with ACCC. Make the complaint against Scoopon first, and add the service provider as another party to the same complaint. Scoopon keeps referring to their terms and conditions but in most of the cases I have read here Scoopon's terms are both harsh and unjust in the circumstances. The Scoopon view seems to be that what they sell is a chance, and the customer has X months to get an appointment for the meal, service or whatever . If the service provider just claims to be fully booked during all of that time Scoopon does not accept any liability and just shares the customer's money with the service provider.

    That is quite clearly unfair and unjust as in so many cases discussed here the service provider could not possibly have handled all the scoopon customers before the expiry date. If it looks like fraud and sounds like fraud then what do we thhink it is?

  • ro2y on 08/06/2011 - 10:04
    +1

    You are absolutely spot on there Aneke. I did the proper thing by emailing Scoopon and when their reply was unsatisfactory filed a complaint to Consumer Affairs Victoria naming both Scoopon and Flare Contemporary Grill. Not sure if I filled out the correct form but "Dob in a Scam Form" sounds aptly named for this complaint. :-P

    To Scoopon what you are doing here is a poor case of damage control. You only review the case when customers go beyond emailing a complaint to you. If you still want my ticket ID here it is (DLY-664822). In any case what you really need to review is your pathetic excuse of Terms and Conditions which like Aneke pointed out is harsh and unjust.

    My apologies to the Mod Neil but I just felt like my complaint was very similar to the original that people may find it easier to have a look at one thread and see all the complaint to Scoopon about overbooking. When i have another complaint to Scoopon I will open another thread. =)

    • GeriatricSod on 23/06/2011 - 18:53
      +3

      So should I wait until the expiry date is up before complaining?

      Mamaca's Kitchen has told me they're booked out and that they might call back if someone cancels…
      Scoopon has told me that I should've booked earlier.

      Neither seems to realize that this is a valid coupon which has been paid for, which is not being honoured for no fault of my own. I know about 'Subject to Availability' but they don't tell us what the availability is when they sell the coupon, do they? How are we to know by when we need to make a booking?

      So should I file a complaint now or wait for the expiry date and then file?

      Or should I call the credit-card company?

      • voteoften on 23/06/2011 - 18:57
        +1

        Complain now. And post your ticket number on this thread and/or mamaca's thead.

      • arcticmonkey on 23/06/2011 - 21:30
        +1

        Call your CC company and fair trading.

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