Groupon frontline staff appear to be sympathetic and concerned when you contact them with an issue, for example, I have an issue where the merchant refused to honour the groupon value, and would only only honour the value I actually paid groupon. Groupon frontline staff advised one of their reps would contact me via e-mail, but no contact ever received. This is the second time I've lost money on Groupon deals, and will no longer use their service.