Groupon to give consumers clearer information

Groupon Netherlands has given the Netherlands Consumer Authority (CA) a commitment it will adjust its procedures in order to prevent consumer problems from happening in the future. The commitment was prompted by indications submitted by consumers. It had turned out that consumers did not know what responsibilities Groupon exactly had, or with whom they had signed the agreement, and whom they could turn to in case of questions or complaints.

Groupon has promised the CA it will inform consumers much better about:

• Who the contracting party is;
• What the service/product exactly is;
• Delivery times and grace periods;
• Whom consumers can turn to in case of problems.

Furthermore, Groupon will make sure its customer support is good and easy to reach. Bernadette van Buchem, director of the CA, comments: ‘This is wonderful news for consumers. Consumers are given more detailed information about their purchases, and about whom they can turn to in case of questions. With this commitment, Groupon acknowledges its responsibilities towards consumers, and is acting accordingly.’

Background

Groupon offers discount coupons for products and services from a wide variety of companies. The CA has received various reports from consumers, including through ConsuWijzer. For example, it was unclear to consumers whom they could turn to if they had complaints about the offered product or service, what they could do if the coupon could not be redeemed, or where the product should be returned to if they cancelled their purchase within the grace period. After the CA had reminded Groupon of its responsibilities towards its customers, the company promised to adjust its procedures.

Groupon has promised the CA that it will inform consumers much better about:

• the company that provides the product or service, including contact details, enabling consumers to contact them in case they have questions about the offered product or service;
• the features or elements of the services or products offered in order to avoid any disappointments;
• Delivery times and grace periods;

Based on complaints, among other indicators, the CA will check whether Groupon honors its commitment. With this approach, the CA expects that the consumer problems in this case will be solved fast.