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  #1 (permalink)  
Old 11-08-2011, 04:12 PM
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Buytopia crap!

Hey,

Not sure if anyone can help me with this but I feel the need to properly rant this out. There's this website called Buytopia which basically does the same thing as Groupon and all those other sites. I bought one for Staples on Oct 5th for my friend but turns out she had already purchased one so I emailed them on the 6th asking for a refund.

They emailed me back the same day saying they will issue me the refund and
it should be refunded in 15 business days. So I waited the 15 business days (Oct 27) and I still didn't see it on my credit card, so I emailed them again stating that I didn't get it and I wanted them to look into it. They emailed me back on the 31st saying that they are sorry for the delay and that it will show up by the end of the week. And of course I haven't received it.

They replied right away saying "I apologize for the delay! I have looked into why it's taking so long for your refund request to be fulfilled. At the moment, there is a hold on refund requests for Staples vouchers as the deal is still valid and it's hard to keep track of how many people have redeemed the voucher. We won't be in a position to issue refunds for these vouchers until the deal closes."

FYI, the deal has already been closed and even though the deal is still valid, it's not even in my deals section in my account. So they obviously took it off my account. I told them that and they replied saying "Hope you're having a great day! What Aun meant is that we cannot issue refunds until we have gone through the Staples system to make sure that barcode was not redeemed. This is taking longer than expected because Staples is such a large company with so many stores."

So I told them I would like it as soon as possible etc.

and then they emailed me back saying "Unfortunately, we cannot issue refunds for the Staples vouchers. We will only be in a position to do so once these vouchers expire."

WTF?!?!?! and when I call their number, it doesn't say anything about talking to someone regarding refunds and shit. I'm so pissed. I mean, okay sure I don't get my refund, but at least give me my damn voucher?!

UGH. I don't know what to do. Is it possible to do a charge back? Since I can't even redeem their stupid voucher? or should I keep trying to get my refund ?
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Old 11-14-2011, 12:26 AM
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Hey there Jessica,
I'm writing from Buytopia! My name is Dev and I head day-to-day operations of the company.

Thank you for making a purchase on our website! It means a lot to us. We put in a lot of work to get companies like Staples to offer such great savings, and every new member on our website gives us the drive required to get the next big deal.

Our work doesn't end at getting these deals. We invest an immense amount of time and energy into managing our customer relationships, most our growth has been due to this fact. Our customers suggest restaurants and spas for us to contact, they provide daily feedback on our attempts to master the French language in our Montreal newsletter, and even share their knowledge of different technology solutions to help us offer a better user experience.

I have confirmed with our card processor that a refund was issued to your account and am told the credit should already be visible on your statement. I understand your frustration with the time taken, and as a result want to share the process we had to follow to issue this refund:

After your request was received support staff removed the voucher from your account pending a check with the merchant regarding the status of the voucher (used/unused). With smaller businesses like salons and spas, we can call the owners and ask them to look at a list to check the status of a voucher, but with a larger company like Staples, with thousands of vouchers sold and hundreds of stores, this process is a bit more complicated. It is extremely difficult to get live data from each store on voucher use, especially considering the amount of transactions each terminal handles and the number of different promotions run by a company that size.

I can understand the annoyance of waiting considering you had only recently purchased the deal, but we have to do this check each time to make sure the merchant has enough time to invalidate your voucher from their system before we refund the amount.

I noticed your concern regarding the refund period passing as a result of this wait. I assure you that should never be a concern. Your first date of contact with Buytopia is always the basis for any refund request. Sometimes it takes us a little bit longer to figure out the status of your voucher, but our delay is never going to invalidate your request.

Once again, we appreciate the feedback regarding our business. One of the lessons we have taken away is the necessity to be more clear in our communication with customers.

Please do continue being a vocal member of the Buytopia community, we depend on you to help take our business in the right direction.

Sincerely,

Dev

dev@buytopia.ca
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Old 11-15-2011, 11:30 AM
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did you get your refund Jessica?
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Old 11-15-2011, 12:05 PM
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I did now. Thanks I was mostly annoyed at the last email stating that a refund couldn't be given until the voucher expires which was going to be in March or May next year.
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Old 11-15-2011, 02:38 PM
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good sounds like a little "squeaky wheel" does gets the grease and seems like Buytopia is overall a good company i looked them up and i don't think they are available in the states?

glad you got your refund
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Old 11-15-2011, 03:35 PM
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I think they're a Canadian based company . I guess I'm just used to the easier cancel voucher option on Groupon (when the deal is still on; which this voucher was when I decided I didn't need it anymore).
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Old 11-15-2011, 03:50 PM
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^ agreed that was a pretty frustrating experience for you and glad it worked out okay, but yeah, it would be nice to not have all the hassle and time wasted
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