CEO admits to 'really messing up'
Source: Agencies |
January 18, 2011, Tuesday
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Print Edition
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THE chief executive of Groupon, the rapidly growing online coupon provider, apologized to Japanese customers yesterday for a New Year's deal gone wrong that highlighted the difficulties the company faces in managing its global expansion.
In a subtitled video message uploaded onto YouTube, the company's founder and CEO Andrew Mason said that the company had "really messed up" and outlined steps it was taking to rebuild its image in Japan.
Mason attributed the latest misstep to similar growing pains that the Chicago-based company has felt in the United States. Groupon has expanded quickly since launching two years ago. It owns the Internet's largest ad network and its discounts now reach about 50 million subscribers in 35 countries.
The blunder that prompted Mason's apology involved a deal for delivery of "osechi," which is a New Year's meal. Osechi usually includes a variety of Japanese dishes.
Unfortunately, some customers who paid 10,500 yen (US$127) for this bargain were left feeling like they had been duped.
Many of the 500 osechi sets sold arrived late, while others' meals were in "terrible condition," Mason said. In an explanation earlier this month, Groupon Japan said the sets didn't match the picture or description provided by the restaurant, Bird Cafe, which was overwhelmed by the volume of orders.
In a subtitled video message uploaded onto YouTube, the company's founder and CEO Andrew Mason said that the company had "really messed up" and outlined steps it was taking to rebuild its image in Japan.
Mason attributed the latest misstep to similar growing pains that the Chicago-based company has felt in the United States. Groupon has expanded quickly since launching two years ago. It owns the Internet's largest ad network and its discounts now reach about 50 million subscribers in 35 countries.
The blunder that prompted Mason's apology involved a deal for delivery of "osechi," which is a New Year's meal. Osechi usually includes a variety of Japanese dishes.
Unfortunately, some customers who paid 10,500 yen (US$127) for this bargain were left feeling like they had been duped.
Many of the 500 osechi sets sold arrived late, while others' meals were in "terrible condition," Mason said. In an explanation earlier this month, Groupon Japan said the sets didn't match the picture or description provided by the restaurant, Bird Cafe, which was overwhelmed by the volume of orders.
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