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Fans fight for ticket refunds amid pandemic

Posted at 7:22 PM, Jun 11, 2020

The pandemic forced the cancellation of thousands of live concerts around the country – leaving ticket holders fighting for refunds.

After music fans in the Tampa Bay area told ABC Action News they were having trouble getting cash refunds from Groupon, Taking Action Reporter Jackie Callaway stepped in to help.

Robyn Richards purchased two tickets for $80 in February to see the band Incubus perform this coming August.

After the pandemic hit and the concert was canceled, Richards said Groupon sent her an email regarding her refund.

“The email I received says, ‘your refund has been processed,’” said Richards.

When Groupon sent Richards her refund in the form of Groupon bucks, she said her requests to customer service trying for cash back went nowhere.

Another Groupon customer, Don Ragusa of Lakeland, also told ABC Action News he received Groupon bucks instead of a cash refund after a canceled Sammy Hagar concert.

But Groupon's refund policy states: “If an event is canceled and not rescheduled, we will automatically refund the amount paid to the purchaser.”

ABC Action News contacted Groupon and asked about the refunds.

The company responded with a statement saying, “For those customers who have received Groupon bucks, those credits never expire... If the purchaser of a canceled event is dissatisfied with the form of their refund, they should reach out to Groupon and we’ll work with them to resolve the issue.”

After we contacted the company, Groupon gave both Ragusa and Richards full cash refunds.