The GrubHub promo problems

I really hope SE will do something about this. If they don't this will be the last promo event I'll be taking part of. Most likely they won't which is pretty sad.

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Originally Posted by Yahallo

Did you use a credit card? If you did, tell them that you are considering performing a chargeback and if they still copy paste the terms and conditions, actually do the chargeback.

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As someone who has worked at a bank for the better part of their life please take this advice: don't do this.

Performing a False Chargeback is a serious risk and at best will get your card deactivated.

At worst it will get your bank account closed and will add a nice big 'FRAUD' hit to your Credit Report which will make it a nightmare to buy a car or a house in the future.

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Originally Posted by Dogempire

You'll be wasting their time, they'll deny your claim for terms and conditions

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Grubhub doesn't handle the chargeback, at best they can try to dispute it.

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Originally Posted by Maxilor

As someone who has worked at a bank for the better part of their life please take this advice: don't do this.

Performing a False Chargeback is a serious risk and at best will get your card deactivated.

At worst it will get your bank account closed and will add a nice big 'FRAUD' hit to your Credit Report which will make it a nightmare to buy a car or a house in the future.

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It's not a false chargeback. They are essentially performing false advertisement with the promo and it can be argued that if you did not get the emote then you did not get the order you wanted in its entirety as part of the order. Furthermore, if a large number of people do for the same reason, it would add credence to their chargeback. If you made a good faith effort to resolve the problem with the merchant and they were unable to do so, then it would be a legitimate reason to issue a chargeback. In addition, you can cite all the varying and differing reasons that people are receiving for why they are not receiving the emote as further evidence of Grubhub's incompetence and inability to resolve the problem in a satisfying manner. As long as you did make a good faith attempt in trying to resolve the issue with Grubhub first and they were unable to do so, then it will be a legitimate reason to issue a chargeback.

One reason you definitely can point out is the whole lottery reason people received, when in the terms and conditions of the promo on the Grubhub website states it is on a first come first serve basis. A lottery system completely contradicts the first come first serve explanation, and I can say for sure that while I made the order on Saturday, I got the emote; so if someone made their order before Sunday, but did not get the emote, then Grubhub is violating their own terms and conditions for the promo. Grubhub is a service and failure to properly provide said service, including the promos, and an inability to properly resolve the problem is reason enough for a chargeback.

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Originally Posted by Yahallo

Snip.

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Not really, Grubhub doesn't sell FFXIV emotes, they sell a service where people deliver food from restaurants to your front door, and in terms of the actual order, there isn't anything to dispute because you didn't pay for the emote, you paid for the food. You may have bought the food because you wanted the emote, but nowhere is the emote listed on the receipt for the items you ordered nor is there a charge associated with obtaining said emote

It would be considered a false chargeback because you're essentially asking for the money back from a merchant who already rendered services, and said merchant would just simply provide a copy of your order and any proof that the items arrived at your house if you did submit a chargeback considering your issue is that you never got an item that you never paid for.

Fact of the matter is that in these chargeback cases to get a refund for items you never received you have to actually have a receipt for said item to get refunded, and since you paid $0 on that item there is no dispute to be started, no line item in your bank account that you can submit a chargeback on, and the things you actually paid for were delivered as promised.

It sucks but it's an issue that SE needs to resolve as they're still responsible for actually generating the codes for the emotes, even if Grubhub's handling of the promo was terrible. Maybe you can talk to their customer support and they can refund you, but from a dispute perspective there's not really anything they can do.

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Originally Posted by Dogempire

Not really, Grubhub doesn't sell FFXIV emotes, they sell a service where people deliver food from restaurants to your front door, and in terms of the actual order, there isn't anything to dispute because you didn't pay for the emote, you paid for the food. You may have bought the food because you wanted the emote, but nowhere is the emote listed on the receipt for the items you ordered nor is there a charge associated with obtaining said emote

It would be considered a false chargeback because you're essentially asking for the money back from a merchant who already rendered services, and said merchant would just simply provide a copy of your order and any proof that the items arrived at your house if you did submit a chargeback considering your issue is that you never got an item that you never paid for.

Fact of the matter is that in these chargeback cases to get a refund for items you never received you have to actually have a receipt for said item to get refunded, and since you paid $0 on that item there is no dispute to be started, no line item in your bank account that you can submit a chargeback on, and the things you actually paid for were delivered as promised.

It sucks but it's an issue that SE needs to resolve as they're still responsible for actually generating the codes for the emotes, even if Grubhub's handling of the promo was terrible. Maybe you can talk to their customer support and they can refund you, but from a dispute perspective there's not really anything they can do.

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The promotions are part of the service and are a method to get people to use the service. An unsatisfactory promotion means an unsatisfactory service. Also, if you do check your orders, it does list if a promocode is used. It doesn't state which promocode is used, but it does state if one is used. You can't say a promotion is not part of the service, especially when it is used to attract people to the service. Furthermore, it wouldn't be considered a false chargeback even if you did lose the dispute. Not all lost disputes result in fraud, as intent is key when determining if it a chargeback is fraudulent or not. When you issue a chargeback, you put in the reason for it and in this case, it is clear that the customer legitimately believed that they did not receive the service as advertised. A false chargeback would only be if you had the intent to commit fraud in the first place.

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Originally Posted by heterodont

Signed up specifically to post this - much like everyone else I was having issues inputting the code, grubhub's promo field would say accepted but then immediately go back to being blank and nothing to show for it on my receipt. I waited to see if I would get the code anyway since people have stated they received it anyway and nothing there too.

Okay, mildly irritated. The real kicker was a friend of mine who forgot to input the ENDWALKER code and talked to customer service only to be told they can't apply the promo, got the emote code anyway. Like, what? As far as I know they didn't order twice so now I'm regretting not setting aside the mental battery to be given the run around by grubhub's customer service.

I sincerely hope that the people who received nothing out of this can get some opportunity to receive the emote but at the same time, those hopes aren't very high. What a poorly handled promotion.

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I had this happen to me as well. What a waste of money. I could have gotten the same food for much cheaper, but I wanted the emote.

There's no grubhub service where I live nor where a friend of mine in Canada lives. So a friend of ours ordered twice from GrubHub to get us the code. He didn't have to, we offer to pay for the food or even use GrubHub to send him food instead. He spent probably around 40-50 dollars just so we could get these emotes. This is someone that doesn't even play FF but likes to listen to use in Discord when we play. I don't think it said anywhere at the time that the email used for GrubHub had to be tied to the email used for your Final Fantasy account, so he essentially wasted money to try and get this code for us?

Honestly I'd rather they just release anything special they do through the E Shop. You don't have to worry if the third party is going to handle it correctly, and no money goes to shady ass companies like GrubHub.

((Also, I didn't get to partake in the Butterfinger one as I am allergic to peanuts and stay away from them. I also don't know anyone that would want butterfingers, or much less understand why I need to buy them for a mount on a game lololol))

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Originally Posted by Yahallo

Snip.

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Eh, a customer will legitimately believe they're justified in filing a dispute to get money back on the Netflix membership they never used for 6 months yet never canceled, doesn't mean they're not wasting anyone's time

If you want to file a dispute on the Grubhub charge then feel free to, but they'll likely deny it on the grounds that you received the product (AKA the food) and that the pizza emote from the promo code isn't something you paid for or were really guaranteed to get (Depending on where you pull the promotion info anyways)

I say likely because depending on the purchase amount they might just decide to take the loss as submitting chargebacks costs money (Around $25-35 a transaction, at least for Visa, but it depends on the transaction) but that's usually only in cases where there's fraud and it's not worth the time to investigate because it's a low dollar amount, and in your case it would just make a lot more sense to deny the case under either Terms and Conditions or under Unable to Assist simply because the issue is something that the bank can't assist with (Considering it's not a bank's job to make sure you get your emote), and you'd have to take it up with the appropriate parties (Grubhub and Square Enix) to resolve the issue.

I can't even begin to express my frustration and disappointment in this promotion. I made an order for a friend on Grubhub during the evening of December 14th, and due to the warnings of a close friend I made sure to read and understand the promotion requirements on both the official event page along with what Grubhub had posted about the promotion on their own website. I even contacted customer support to make sure that the code was applied right after making my order online. The gentleman who was assisting me that evening was very helpful and told me that the code was successfully applied. (Chat log underneath.)

It was really a pleasant exchange, and I went on to wait until December 17th comes along! No emote. I wasn't really surprised about the outcome since I ordered on the 14th, and thought that they would continue to email the rest of the codes out later on, but I am now beginning to realize that it may not happen... So, I contacted Grubhub support once again and this time the support I received was disappointing...

Because the support agent is now telling me that the promo code wasn't applied after all and that they are sorry for the experience. It really made me speechless, and all I could say was..."So, the argent lied?"

It was a mess, and they just suggested that I write a ticket to Square Enix...

(First chat log! During the day of the order! December 14th PST)
https://cdn.discordapp.com/attachmen...eenshot_18.png

(Second chat log! December 18th PST! I used a more official name since it was a more serious chat. Had to remove my name)
https://cdn.discordapp.com/attachmen...eenshot_16.png

That is my experience! Here's to hope that it gets fixed!

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Originally Posted by Dogempire

Eh, a customer will legitimately believe they're justified in filing a dispute to get money back on the Netflix membership they never used for 6 months yet never canceled, doesn't mean they're not wasting anyone's time

If you want to file a dispute on the Grubhub charge then feel free to, but they'll likely deny it on the grounds that you received the product (AKA the food) and that the pizza emote from the promo code isn't something you paid for or were really guaranteed to get (Depending on where you pull the promotion info anyways)

I say likely because depending on the purchase amount they might just decide to take the loss as submitting chargebacks costs money (Around $25-35 a transaction, at least for Visa, but it depends on the transaction) but that's usually only in cases where there's fraud and it's not worth the time to investigate because it's a low dollar amount, and in your case it would just make a lot more sense to deny the case under either Terms and Conditions or under Unable to Assist simply because the issue is something that the bank can't assist with (Considering it's not a bank's job to make sure you get your emote), and you'd have to take it up with the appropriate parties (Grubhub and Square Enix) to resolve the issue.

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As long as there is reasonable doubt that a customer was satisfied with the service, it would not be considered fraud, which eliminates the risk to the customer in filing the chargeback. On the other hand, if enough people file a chargeback against Grubhub, they can actually suffer consequences with the bank even if they successfully win the disputes. Furthermore, as a number of Grubhub representatives stated that it was a random chance for you to get the emote rather than it being first come first serve, then they have proof that Grubhub did not follow the promotion as advertised (as it states first come first serve on Grubhub's version of the terms and conditions). I am pretty sure that Grubhub not following their own terms and conditions and issuing a statement that contradicts the terms and statements proves legitimate dissatisfaction and would prove that the chargeback was not made with fraudulent intent; thus there would not be any risk to the customer. Rather than risk it with the bank, there is a chance that Grubhub would just refund the order if they are facing a significant number of chargebacks, as just dealing with those disputes can be more trouble for them than jsut refunding the order.

Also, the bank would first determine if the customer's reason is legitimate then they would notify Grubhub for them to dispute if they wish.

The system is essentially stacked against the customer, and this is probably one of the few tools a customer has to use. Just going through customer service is more likely to just have them send you in a wild goose chase; you have to make them not properly resolving the issue to have some sort of inconvenience for them (or get lucky with a customer rep that just gives a refund), and the threat of chargebacks (especially if a large group of people make the same chargeback threat) is one of the few things that can pressure them. You essentially want to make it more trouble for them to not give the refund.

I would like to see how SE or the NA FFxiv community management team response to this mess.

Crazy seeing the runaround the Grubhub CS agents are giving people: yes it is, no it wasn't, we have no record, it eas a lottery et cetera.

I'm just here to add my testimony. Ordered $20 worth of food for $30, app said the promo code was applied, receipt shows no indication of the promo code ever being applied. This was just a horrid wash of a promo campaign and I really feel cheated. I am well past the cope phase and have now entered a seethe phase.

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Originally Posted by HarleyBot

I would like to see how SE or the NA FFxiv community management team response to this mess.

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I know that the main development team has its hands full dealing with the queues, but this is really the kind of thing that the NA marketing team should issue a response to, and it's been radio silence from them since people first started complaining on the day of the promotion.

On the chance that SE is reviewing this thread, I would like to add my very similar story. I placed an order on Grubhub's website. The promo code did the little "applied" thing and disappeared. When I didn't see the promo code on my receipt I chatted with customer service, who told me it was applied to my order. So I didn't worry about it and waited. The 17th, 18th, and 19th went by, no emote code for me. I chatted with Grubhub's customer service again this morning. They told me the codes were given out 1st come 1st served. I asked how that was possible when I knew people who had placed their orders days after I did but received the emote code. They had no answer.

It really feels like Grubhub was disingenuous with this promotion.

GrubHub did not honor its terms and conditions. The emotes were not distributed on a first come, first serve basis due to technical difficulties on GrubHub's end. Y'all shouldn't have a problem with the chargeback on this basis. Personally, I wouldn't have ordered from GrubHub if I was entering a lottery for the emote because it cost me $30. Mogstation emotes are $7.

We need an official statement about this situation.

Ya this shit is bullshit im a sucker for emotes cause it adds a lot to the game for character expressions.

Running out of digital good is retarded reason not really hard to throw new batch up. Worked just fine every other promotion i did.

Adding to this. I placed an order and still have not received the emote.

I never received any codes which is a huge disappointment. SE really needs to make a statement about this whole debacle.

I have had the same issue as well not receiving the code. I contacted Grubhub the day after, just to give some processing time. The chat rep said he would work on it right away and an email would be on its way. Disconnected from chat immediately on me after without me getting to say thank you.
Fast forward to today, still no code. Chatted with GrubHub again and the rep stated he would make an escalation ticket and it would take 2 weeks. I asked if he knew the reason behind the long wait time when that wasn't stated in any of the promotion details, he hung up the chat. I figured he had a disconnect issue so I said "Hello? I think it disconnect on us." 2 more reps immediately joined the queue and left as soon as they connected. As soon as I was about to close the app another rep joined and answered and stated many customers are having this issue and their teams are working on resolving it.

It also happened that I entered the code and it disappeared also.

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Originally Posted by Krokov

Crazy seeing the runaround the Grubhub CS agents are giving people: yes it is, no it wasn't, we have no record, it eas a lottery et cetera.

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Honestly, this runaround should be reason enough for people to file a chargeback, especially when they say something like the promo being a lottery which very much contradicts the terms and conditions of the promo on Grubhub. If I didn't get my emote, I definitely would be considering filing a chargeback if I got the runaround from Grubhub's customer service.

The codes themselves are sent by grubhub, though SE would likely be the person that supplies their codes for obvious reasons. Also, a limited supply doesn't really make any sense considering that it is a digital item.

Their CS team is an absolute joke, I did 2 orders for me and a friend, the order I made on the last day got a code but the one I did the first day didn't get one. 9 out of 10 chats I've had with CS about the first order have either been immediate disconnects or they'd put some bs response like "Sorry about the issue with your order, let me just look up the details" and the immediately leave after. I'll give these clowns a week to see if I get the code, if not I'm chargebacking both orders and deleting my grubhub account, this is why everyone treats them like the trash company they are when doordash is the better option.

I don't know where my post went but like many have said, ordered but no code yet. I ordered on the very first day, while the free deliveries were still available so that's the only proof on my receipt that the code did get applied. Talked to a CS representative on the 17th, which told me the usual story that I have to wait. I read somewhere that a manager told a customer the emotes could take up to 2 weeks from the day you ordered to get them, which means that for me, it's the 23 or so. I'll wait until then. If there's still no official response from either GrubHub or SQEX, I might ask for a refund. This is really shitty marketing for both, GrubHub and SQEX...

yep can confirm still no code giving them till midweek then going to ask for a refund if anyone else has any luck let me know x.x like not even that upset I won't get the code now just mad i'm not getting a straight answer and I ordered food I never would have ordered.

Just here to add my dissatisfaction with the rest of the group. I ordered on the 14th through the desktop website. Inserted ENDWALKER code, got the green checkmark, received my receipt in email, and no mention of promo code being added. I read in the terms that it can take up to two weeks for delivery so I haven't contacted support or anything, but with seeing so many others getting their codes, I'm pretty nervous at this point and about to assume I probably won't see that code in my email.

I hit up SE/FF14 support about it and here's the canned response I got:

Thank you for contacting the Square Enix Customer Support Team,

We do apologize for any inconvenience you may have experienced with your purchase. Regarding the Eat Pizza Emote code obtained during the FINAL FANTASY XIV: Endwalker promotion for Grubhub during the campaign period, Thursday, December 9, 2021 at 4:30PM to Wednesday, December 15, 2021 at 8:59PM (PST), they are to be emailed to you within a 24 hour period during Friday, December 17, 2021. If the code does not arrive before the end of day, please contact Grubhub customer support for assistance. Please have your Grubhub order # ready.

Please see the following link for promotion details:
na.finalfantasyxiv.com/lodestone/topics/detail/6fe8c24a8e65661049b3d4cd96f22a3b04ce87d8

If you need further assistance please do not hesitate to contact us back, we will be more than happy to assist. Please feel free to answer our customer satisfaction survey so we can continue providing better and faster customer service. We hope this information has been helpful and you continue to enjoy FINAL FANTASY XIV!

Looking at other people's responses with GrubHub saying "Talk to SE" and SE saying "Talk to GrubHub", neither team right now appears to want to resolve players feeling shortchanged that they put money into a business they wouldn't have normally..

No Codes received "we" placed three orders, Guess this was a lottery system and by SE and Grubhub we have yet learned another Life Lesson. (about reading terms and conditions) THX for notta maybe i can log into your game now also?!?!?!

Same issues here. No sign of a code. Got receipts but... That's it.

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Originally Posted by Reiken

I hit up SE/FF14 support about it and here's the canned response I got:

Thank you for contacting the Square Enix Customer Support Team,

We do apologize for any inconvenience you may have experienced with your purchase. Regarding the Eat Pizza Emote code obtained during the FINAL FANTASY XIV: Endwalker promotion for Grubhub during the campaign period, Thursday, December 9, 2021 at 4:30PM to Wednesday, December 15, 2021 at 8:59PM (PST), they are to be emailed to you within a 24 hour period during Friday, December 17, 2021. If the code does not arrive before the end of day, please contact Grubhub customer support for assistance. Please have your Grubhub order # ready.

Please see the following link for promotion details:
na.finalfantasyxiv.com/lodestone/topics/detail/6fe8c24a8e65661049b3d4cd96f22a3b04ce87d8

If you need further assistance please do not hesitate to contact us back, we will be more than happy to assist. Please feel free to answer our customer satisfaction survey so we can continue providing better and faster customer service. We hope this information has been helpful and you continue to enjoy FINAL FANTASY XIV!

Looking at other people's responses with GrubHub saying "Talk to SE" and SE saying "Talk to GrubHub", neither team right now appears to want to resolve players feeling shortchanged that they put money into a business they wouldn't have normally..

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I would take this response straight to grubhubs CS and see what they say. If you could get back to everyone here that would be awesome too.

A customer response and detailing of this catch 22 BS is very necessary.. someone's dropping the ball hard and they need to be found out and nailed to the wall.

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Originally Posted by Kitsu

GrubHub did not honor its terms and conditions. The emotes were not distributed on a first come, first serve basis due to technical difficulties on GrubHub's end. Y'all shouldn't have a problem with the chargeback on this basis. Personally, I wouldn't have ordered from GrubHub if I was entering a lottery for the emote because it cost me $30. Mogstation emotes are $7.

We need an official statement about this situation.

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https://lp.grubhub.com/game-awards-p...nd-conditions/
https://i.imgur.com/6gQVppi.png

It's literally in their terms and conditions and any half-decent dispute analyst can just pull that page up, read the first 2 sentences, and then deny the claim under said terms and conditions, and even if they did go the chargeback route all Grubhub has to do is copy and paste that little exerpt I cut out and they'll be able to deny the claim for the same reason.

It sucks but it's something that SE needs to deal with, and something that needs to be brought up to them

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Originally Posted by Dogempire

https://lp.grubhub.com/game-awards-p...nd-conditions/
https://i.imgur.com/6gQVppi.png

It's literally in their terms and conditions and any half-decent dispute analyst can just pull that page up, read the first 2 sentences, and then deny the claim under said terms and conditions, and even if they did go the chargeback route all Grubhub has to do is copy and paste that little exerpt I cut out and they'll be able to deny the claim for the same reason.

It sucks but it's something that SE needs to deal with, and something that needs to be brought up to them

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Except, those first two sentences are being contradicted by Grubhub. They responded to people about it being a lottery and not first come first serve. People who ordered before me did not get the emote while I did. They can't deny the chargeback claim under with the first two sentences of the terms and conditions because they violated those two sentences. Furthermore, since it won't be considered a false chargeback/fraud, if people are getting a response from Grubhub CS that they can't give a refund, then people should be responding with a chargeback thread, citing that Grubhub did violated the first come first serve policy in the promo's terms and conditions. Even if people would lose the chargeback dispute, Grubhub will lose favor with the banks if they receive a large number of chargebacks for the same reason, and a large number of chargeback claims for the same reason would add credence to those claims.

The moment someone gets an unsatisfactory response (e.g. being told that it is via a lottery) from Grubhub CS, they can file the chargeback without any risk to themselves.

It's doesn't seem like SE will do anything either as people are already being told to go to Grubhub by SE, as the codes are sent from a Grubhub e-mail. So the only option left is to hit Grubhub with the threat of Chargebacks en masse.

It's sad SE still can't handle physical or digital item distribution better after 8 years.

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Originally Posted by Yahallo

Except, those first two sentences are being contradicted by Grubhub. They responded to people about it being a lottery and not first come first serve. People who ordered before me did not get the emote while I did. They can't deny the chargeback claim under with the first two sentences of the terms and conditions because they violated those two sentences.

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Nice try, but no, companies aren't bound to anything their reps say, especially considering that there's the possibility that they misinterpreted something or were given the wrong information

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Originally Posted by Yahallo

The moment someone gets an unsatisfactory response (e.g. being told that it is via a lottery) from Grubhub CS, they can file the chargeback without any risk to themselves.

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Yes and no, if you file a chargeback you won't get in any legal trouble, but it's the bank's right if they want to close your card and/or revoke your debit card priviledges for wasting their time with a claim

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Originally Posted by Yahallo

It's doesn't seem like SE will do anything either as people are already being either as people are already being told to go to Grubhub by SE, as the codes are sent from a Grubhub e-mail. So the only option left is to hit Grubhub with the threat of Chargebacks en masse.

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Yeah no, chargebacks don't go directly to the merchant in most cases, they go to the bank, the bank decides if it's worth submitting a chargeback (Probably not since you can just do a simple google search after reading the affidavit) and then only then will they submit a chargeback. Chargebacks don't take money from the merchant, it's a claim entailing what the situation is and whatever information the bank can provide regarding the nature of the dispute, any evidence, any written statements from the customer, etc.

From there the merchant decides whether to just reimburse, or to continue to dispute the charges, in the former case you can simply take a snip of the terms and conditions and reply with that, staying that the promo falls under terms and conditions and that you were never guaranteed the emote, they can also take a snapshot of your order and show that you never applied the promo code and send that back as well.

It's not worth submitting chargebacks in most cases because they cost money and they normally exhaust all available steps considering that they cost money for each transaction they want to submit a chargeback on (Like I said in a previous post, typically somewhere around $25-35 if it's being submitted through Visa)

You're free to file your dispute with your bank, but I really doubt it'll get anywhere unless they take pity on you and just refund you themselves to save time and money

Just here to add on to the pile of people who didn't get anything. I ordered on the 9th and my roommate ordered a couple days later. He got the emote, I did not. So any statement about it being first come first serve is BS.

GrubHub confirmed that the code was applied to my order.

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Originally Posted by Dogempire

Nice try, but no, companies aren't bound to anything their reps say, especially considering that there's the possibility that they misinterpreted something or were given the wrong information

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Chargebacks are supposed to be used when you made a good faith attempt to try to resolve it with the company, but are unable to. The customer representative making that mistake counts as the company failing to resolve the issue in a satisfying manner. This qualifies as a legitimate reason to file the chargeback.

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Originally Posted by Dogempire

Yes and no, if you file a chargeback you won't get in any legal trouble, but it's the bank's right if they want to close your card and/or revoke your debit card priviledges for wasting their time with a claim

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There is no reason why the bank would cancel your card for submitting a chargeback when the merchant fails to resolve an issue in a satisfying manner after you made a good faith attempt to do so; it's literally what it is for. Furthermore, the bank would probably make more money from you keeping the card than closing your card. I know mine definitely does from how much I use it.

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Originally Posted by Dogempire

Yeah no, chargebacks don't go directly to the merchant in most cases, they go to the bank, the bank decides if it's worth submitting a chargeback (Probably not since you can just do a simple google search after reading the affidavit) and then only then will they submit a chargeback. Chargebacks don't take money from the merchant, it's a claim entailing what the situation is and whatever information the bank can provide regarding the nature of the dispute, any evidence, any written statements from the customer, etc.

From there the merchant decides whether to just reimburse, or to continue to dispute the charges, in the former case you can simply take a snip of the terms and conditions and reply with that, staying that the promo falls under terms and conditions and that you were never guaranteed the emote, they can also take a snapshot of your order and show that you never applied the promo code and send that back as well.

It's not worth submitting chargebacks in most cases because they cost money and they normally exhaust all available steps considering that they cost money for each transaction they want to submit a chargeback on (Like I said in a previous post, typically somewhere around $25-35 if it's being submitted through Visa)

You're free to file your dispute with your bank, but I really doubt it'll get anywhere unless they take pity on you and just refund you themselves to save time and money

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It doesn't cost the costumer any money to file; the fees are paid by the merchant, in this case Grubhub. Whenever a chargeback is filed, the merchant (Grubhub) has to pay a chargeback fee, typically ranging from $20 to $100. So already getting chargeback claims is a bad thing for grubhub, and they would likely want to avoid getting them in the first place; thus if you mention to Grubhub that you are considering a chargeback, it could increase the chance of Grubhub just refunding you rather than dealing with the chargeback, especially if multiple people are suggesting that they are considering filing a chargeback at the same time.

Furthermore, I would not be so sure that the bank would quickly dismiss this chargeback reason; it is clear that Grubhub violated its own terms and condition for the promo as it was clearly not first come first serve as stated in their terms and conditions. Again people who ordered before me did not get the code while I did.

So I do recommend that anyone who got an unsatisfactory response from Grubhub, such as refusing to refund you when you ask for it, to respond to Grubhub that you are considering filing a chargeback. The cost of just dealing with the chargeback can be more than just refunding you.

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Originally Posted by Dogempire

Nice try, but no, companies aren't bound to anything their reps say, especially considering that there's the possibility that they misinterpreted something or were given the wrong information

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Except, you know, it's not first come first serve. So you're wrong. Everyone who feels slighted should chargeback if the company refuses to offer a refund.

Since it actually /is/ random who gets the code and who doesn't, they are, in fact liable.

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Originally Posted by Anatha

Except, you know, it's not first come first serve. So you're wrong. Everyone who feels slighted should chargeback if the company refuses to offer a refund.

Since it actually /is/ random who gets the code and who doesn't, they are, in fact liable.

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Just make sure to make the good faith attempt first and respond to Grubhub that a refusal to refund means you will be considering a chargeback. The cost of just getting a chargeback filed against them can cost more than them just refunding you. Just the threat of a chargeback, especially if multiple are doing so for the same reason, can pressure them to refund.

Otherwise yeah, people should be filing chargebacks if Grubhub doesn't budge and just refuses to refund them.

Honestly, having this option is a huge reason why I make almost all of my purchases with a credit card. Aside from getting cashback on everything I purchase (1-5% definitely accumulates over time), having the option to chargeback is really useful; just mentioning it can get you favorable response as most businesses would rather not deal with it if they don't have to. Obviously I only make the threat if I don't get proper service, but it is very useful to have in your back pocket when you need it. Plus, I am pretty sure the credit card companies love that I am making nearly all of my purchases with my credit cards since they make money off the transaction fees.

Just another sad story of not getting the code after ordering. Contacted Grub Hub to see what happened to it and they said the code was not applied. Thanked the guy and asked them to close my Grub Hub account. I'm keeping the receipt in my mailbox just in case

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Originally Posted by Yahallo

Chargebacks are supposed to be used when you made a good faith attempt to try to resolve it with the company, but are unable to. The customer representative making that mistake counts as the company failing to resolve the issue in a satisfying manner. This qualifies as a legitimate reason to file the chargeback.

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You don't submit a chargeback, all you do is start the dispute process, chargebacks are initiated by the bank and it's obvious you don't know this

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Originally Posted by Yahallo

It doesn't cost the costumer any money to file; the fees are paid by the merchant, in this case Grubhub. Whenever a chargeback is filed, the merchant (Grubhub) has to pay a chargeback fee, typically ranging from $20 to $100. So already getting chargeback claims is a bad thing for grubhub, and they would likely want to avoid getting them in the first place; thus if you mention to Grubhub that you are considering a chargeback, it could increase the chance of Grubhub just refunding you rather than dealing with the chargeback, especially if multiple people are suggesting that they are considering filing a chargeback at the same time.

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Yes, IF they submit a chargeback, most banks will do some preliminary investigation, and considering all you need to do is just google the terms of service for the promo to get the evidence you need to deny it, it's really doubtful they'll submit a chargeback, chargebacks only get submitted when there's sufficient reason to and usually the dispute analyst assigned to the case makes an attempt to resolve the issue with the merchant before paying the fee and initiating one, which is another way they can get the terms of service agreement. Chargebacks cost money for both the bank and the merchant, but the cost of it means that a bank won't want to submit one unless there's not really any other choice

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Originally Posted by Yahallo

Furthermore, I would not be so sure that the bank would quickly dismiss this chargeback reason; it is clear that Grubhub violated its own terms and condition for the promo as it was clearly not first come first serve as stated in their terms and conditions. Again people who ordered before me did not get the code while I did.

So I do recommend that anyone who got an unsatisfactory response from Grubhub, such as refusing to refund you when you ask for it, to respond to Grubhub that you are considering filing a chargeback. The cost of just dealing with the chargeback can be more than just refunding you.

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Sure, I'll give you that, some banks might not mind footing the cost because they don't really deal with a lot of disputes, but I really doubt there's many people here who are a member of those high-end banks that are concerned about getting $30 back.

Anyways, I'll leave you to it, I know how these angry forum mobs are

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Originally Posted by Dogempire

You don't submit a chargeback, all you do is start the dispute process, chargebacks are initiated by the bank and it's obvious you don't know this

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You are arguing semantics with this. I call it submitting the charge back because you are the one that starts it. The bank won't do anything unless you submit the chargeback, thus you are the initiator as you are where the chargeback begins (as without you, there would be no chargeback). Also, I did say in a previous post that the bank will first determine whether the reason is valid for a chargeback and whether fraud is being attempted, which based on the fact that Grubhub violated their own terms and conditions, would be more likely to be in the favor of the customer.

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Originally Posted by Dogempire

Yes, IF they submit a chargeback, most banks will do some preliminary investigation, and considering all you need to do is just google the terms of service for the promo to get the evidence you need to deny it, it's really doubtful they'll submit a chargeback, chargebacks only get submitted when there's sufficient reason to and usually the dispute analyst assigned to the case makes an attempt to resolve the issue with the merchant before paying the fee and initiating one, which is another way they can get the terms of service agreement. Chargebacks cost money for both the bank and the merchant, but the cost of it means that a bank won't want to submit one unless there's not really any other choice

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You are wrong about the terms and conditions for the promo being used as evidence to deny it; the terms and conditions are evidence to approve it because Grubhub VIOLATED their own terms and conditions. It's because they violated their terms and conditions by not doing first come first serve that it can actually be used in the customer's favor. The terms and conditions state that the promo is FIRST COME FIRST SERVE but they instead did it RANDOMLY. Random is not first come first serve. It does not seem like you are really reading my posts at all because you somehow keep getting this part wrong.

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Originally Posted by Dogempire

Sure, I'll give you that, some banks might not mind footing the cost because they don't really deal with a lot of disputes, but I really doubt there's many people here who are a member of those high-end banks that are concerned about getting $30 back.

Anyways, I'll leave you to it, I know how these angry forum mobs are

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The bank does not foot the cost, the merchant does. This means Grubhub pays the Chargeback fee because they are the merchant in this case. Furthermore, a large number of chargebacks can cause things like transaction fees to rise. Hence why, telling Grubhub Customer Service that you are considering a chargeback can potentially have them just refund you outright because they would rather do that than deal with a chargeback, even if they would win the dispute as it can potentially cost them more money than to refund you.

It honestly feels like you are either not fully reading my posts as your responses always interprets them in an incorrect way, and does not acknowledge certain facts like how Grubhub violated the promo's terms and conditions as you keep saying that the first two sentences in the terms and conditions somehow assists them when it is the part that would bite them if a chargeback did happen.