The GrubHub promo problems

[ConcernedPerson]

My spouse & I both took part in this campaign -- which at this point I think is more appropriately labeled a scam.

First, my order: Totaled $41. Entered Endwalker code multiple times. Each time, it mysteriously vanished shortly after entering. Used the link from Lodestone. Set up the order again. Saw the promo code. Processed the order. Promo code mysteriously vanished after payment. Immediately contacted customer service chat. Spoke with a rep who assured me the code had been applied. Had a transcript of the chat emailed to myself for my records. Looked at the receipt page: Did see Endwalker code.

Fast forward to today: No emote code received from Grubhub. Reached out. Spoke to chat rep. They told me the code had never been applied. They told me this even though I could literally see it on my screen in my recent orders through Grubhub. I insisted they needed to fix the situation. They transferred me to a supervisor. He hung up on me. Seriously. S/he immediately left the chat. Another chat rep came. I reiterated to them the situation. They told me that the code *had* been applied but that, unfortunately, they had run out of the emote codes for game redemption.

They passed me along to a supervisor. The supervisor reiterated that they had run out of the emote codes. I showed him the link to Lodestone's campaign page about the event. He responded by giving me this link: https://www.grubhub.com/promoterms

He said to see the terms & conditions there, the first line of which says, "Limited supply available (expect high demand). FINAL FANTASY® XIV Online “Eat Pizza” emote item codes will be assigned on a first come, first served basis while supplies last. FINAL FANTASY® XIV online pizza emote codes will be sent to eligible recipients via email to the email addresses associated with their Grubhub accounts."

So... On the lodestone campaign page, no where does it mention that Grubhub was given a limited number of the emote redemption codes, nor that these codes would apparently be randomly distributed to random email addresses that used the ENDWALKER code during the campaign. I say random because I have been reading through posts on Reddit & Twitter, and there are folks who used the code on the very first day, within the first hour, who have also been told by Grubhub that there are no codes left.

I honestly feel conned. If I even consider taking part in any future FFXIV crossover promotion for an in-game item, I will be certain to seek out the other company's terms & conditions and read through them with a fine-tooth comb to see if it matches Square Enix's advertising on the Lodestone page.

I did reach out to Square Enix. I got a canned PR response telling me that they will not do anything to fix the situation. They said I have to handle it with Grubhub... notice the closed circle.

[ConcernedPerson]

As previously mentioned, my spouse also took part in the campaign, and also did not receive his emote code. After my experience with chat, we have not yet bothered contacting Grubhub about his order from his account.

What I do want to mention, though, is the following:

1. My husband ordered from what he thought was a real restaurant but which turned out to be a fake storefront. A local deli made up a fancy name and jacked up their prices.

2. All of the menu photos were obviously (well, obvious to this wife, lol) ripped from across the internet. I did actually reverse google image search and find a lot of them just for fun. I did also have a laugh with my husband because he really just wanted a bbq chicken wrap. I wasn't home when all of this transpired, clearly. :3 I was out with a friend.

3. His bbq chicken wrap didn't even come on a wrap. Part of the order was also missing. And the entire order came an hour late.

4. He had the same problems as me with the ENDWALKER code but used the link from lodestone, as I had, successfully, and, like mine, his code vanished just after he paid. Convenient. $50 order. I wish I was kidding. Seriously. $50 for curly fries & a wrap that wasn't even a wrap.

5. He also spoke with a chat rep immediately after that, who assured him the code had been applied. He saved that chat transcript. He looked at the orders in Grubhub and saw the code.

6. He has not received the emote code yet either.

I would strongly urge folks not to use Grubhub. The service overall, and the shadiness of how the "restaurants" weren't even vetted... I can't even. The lack of the emote after all of this is just salt in the wound, really.

I want to reiterate that I'm really disappointed that SE was not transparent about this campaign and is refusing to take any responsibility in helping to resolve the issues so many of us have had with it.

I really would urge other players to avoid participating in future FFXIV crossover campaigns with third-party companies regarding in-game item rewards. I run an FC, and any time any future campaign comes up, I am going to share my Grubhub experience with them and warn them. This all just really left a bad taste in my mouth...

[Princess_Kaylin]

As previously mentioned---

Trust me i know your pain. Grubhub has always been an awful experience for me. From orders constantly being wrong, orders not being delivered, now experiencing the promo code situation where I did it right away when we could, I have decided to boycott them entirely.

We put in the code it claimed it was applied by the system, was told since it was a system error they cant apply the code and we wont get it. I even stated it in the driver notes to cover my butt. Was like look we have had an awful experience multiple times from the drivers you hire in our area, to the food prep, to the customer service...This is not my fault it is yours if its a system error and I will just file for a refund.

They literally sent me a refund for the full order and a coupon to go back for 15 dollars off...I even said why would I want a coupon to be brought back yet again numerous times I will just give my code away to someone who has a decent experience with you in their area that I know. Was told that was fine so now im just literally looking for a way to get the stupid emote and am thinking well this might just not happen....least I got a refund for food I medically couldn't eat that was prepped wrong.

[Tsumdere]

snip

This is exactly what happened to me. I reached out to support, they said the promo was applied in the first conversation directly after the order and then got told tonight that "they can't find an account with your email address". Despite the fact I was literally on my account page looking at the email and everything. I'm going to go out on a limb and say that I'm not getting the pizza emote.

I asked for a transcript of my chats, so I may post them later if this emote doesn't show up. Just so everyone can see they lied to my face.

Also... it took them 5 hours to deliver a pizza to me. The pizza place I ordered from felt so guilty, they upgraded my pizza to a large and added a coke and a cookie for free. GrubHub is absolute bollocks and you bet I'm never using them again.

[Krotoan]

Ugh sorry man

On your receipt did it say Promo with your payment & etc?

Note that all my receipts did not mention the promo in any way and I still got the emote.. so I don't think this has any bearing.

Also... it took them 5 hours to deliver a pizza to me. The pizza place I ordered from felt so guilty, they upgraded my pizza to a large and added a coke and a cookie for free. GrubHub is absolute bollocks and you bet I'm never using them again.

Their service is HORRIBLE. Every order I made ended up soggy and lukewarm through no fault of the places the food was from. The food was ready for pickup on time and probably was fine.. it then took 45 minutes to over an hour and half for the food to be picked up and delivered. Considering the first place I ordered from is literally 3 miles from my house.. that's just bad.... YES I could have just gone and got it myself but that wouldn't have gotten me an emote.

[Eln]

On the Lodestone Campaign page it does indeed say there are limited codes available.

Using the ENDWALKER promo code during The Game Awards on Thursday, December 9 will also grant free delivery* (up to $6) on your order! (Review the full terms and conditions.)

The very first line of text: PROMO 1 (Emote + FD): Limited supply available (expect high demand). FINAL FANTASY® XIV Online “Eat Pizza” emote item codes will be assigned on a first come, first served basis while supplies last.

[ElonMuskForPrez]

That's what I meant by hidden in ToS. That message should be displayed front and center. Something like this:

Campaign Period

Thursday, December 9, 2021 at 4:30 p.m. to Wednesday, December 15, 2021 at 8:59 p.m. (PST)

Limited supply available (expect high demand)


How to Participate
Order at least $15 worth of food (before tax, tip, and fees) and use promo code ENDWALKER at checkout on the Grubhub app. (Review the full terms and conditions.)

Using the ENDWALKER promo code during The Game Awards on Thursday, December 9 will also grant free delivery* (up to $6) on your order! (Review the full terms and conditions.)

The fact that many many people didn't know about this, and that this thread even exist, show how obfuscating this is

If this is comcast, yeah, I'd say next time read ToS because comcast has its reputation. SQEX, to my knowledge, does not have this reputation.


And it's not like it's a collector edition lore book or something. Who the heck expected a pizza emote have a limited supply? It's a freaking emote.

[Chiapet]

That's what I meant by hidden in ToS. That message should be displayed front and center. Something like this:

Campaign Period

Thursday, December 9, 2021 at 4:30 p.m. to Wednesday, December 15, 2021 at 8:59 p.m. (PST)

Limited supply available (expect high demand)


How to Participate
Order at least $15 worth of food (before tax, tip, and fees) and use promo code ENDWALKER at checkout on the Grubhub app. (Review the full terms and conditions.)

Using the ENDWALKER promo code during The Game Awards on Thursday, December 9 will also grant free delivery* (up to $6) on your order! (Review the full terms and conditions.)

The fact that many many people didn't know about this, and that this thread even exist, show how obfuscating this is

If this is comcast, yeah, I'd say next time read ToS because comcast has its reputation. SQEX, to my knowledge, does not have this reputation.


And it's not like it's a collector edition lore book or something. Who the heck expected a pizza emote have a limited supply? It's a freaking emote.

Some of us have very clearly stated we made orders within a small amount of hours since the promo started but yea ignore them lot. They weren't fast enough. in your eyes. Lets also ignore the fact that they allowed to promo code to be used for DAYS after your version of events that states that grubhub ran out of emotes within an hour of going live with no benefit (delivery discount was only for the first 24 hours which quite a lot of us knew and under stood pretty well)

Or maybe ignore the fact that GrubHub's employees didn't seem to understand how their own promo worked. Making up stipulations as we tried to resolve the issues ourselves.

and ignore the fact most of us here aren't furious about the emote at this point a lot of us are here to provide feedback to Square and communicate what happened. Ignore how some of us were flat out lied to (told to buy 2 or that it was a lotto- that one being a huge NO NO via their own terms they HAVE to disclose that legally). We cant do better or learn from anything. We can't give feedback or share our stories so that Square can learn and improve. If just one or two of us say something then it's an isolated issue.. but too many say anything then we anger the white knights and we're just babies about an emote. We can't win.

Or maybe we can just ignore threads that you have no interest in. It's not about the emote at this point it's how the company (GrubHub) did things and letting Square know that a lot of us feel it can be done better so future events/promos/others can be done better for the entire community.

[TMW001]

That's what I meant by hidden in ToS. That message should be displayed front and center. Something like this:

Campaign Period

Thursday, December 9, 2021 at 4:30 p.m. to Wednesday, December 15, 2021 at 8:59 p.m. (PST)

Limited supply available (expect high demand)


How to Participate
Order at least $15 worth of food (before tax, tip, and fees) and use promo code ENDWALKER at checkout on the Grubhub app. (Review the full terms and conditions.)

Using the ENDWALKER promo code during The Game Awards on Thursday, December 9 will also grant free delivery* (up to $6) on your order! (Review the full terms and conditions.)

The fact that many many people didn't know about this, and that this thread even exist, show how obfuscating this is

If this is comcast, yeah, I'd say next time read ToS because comcast has its reputation. SQEX, to my knowledge, does not have this reputation.


And it's not like it's a collector edition lore book or something. Who the heck expected a pizza emote have a limited supply? It's a freaking emote.

So if it was going to be limited why did it stretch out till the 15 and codes having a end date of being sent on the 19 heck not evening letting us be notified us if we qualify or not the whole thing was a scam by Grubhub and I'm disappointed SE let this fly under their nose, the Butterfingers event wasn't even limited this badly and the rules were clear cut with actual communication between the company and players.