The GrubHub promo problems

[Doki]

Like others have mentioned here, I messaged the Grubhub Customer Care Twitter with my open ticket number and explained it had been nearly a month with no resolution, and the following day I had the code in my email. I hope SE figures out a better process for all this, but given how poorly they handle the SE Store statues and collector's editions, I doubt it.

[Patt]

Snip(

Just posting an update to my experience with this whole fiasco:

I've now been in contact with support on 4 separate occasions, none of which have yielded a resolution. Each time, the representative told me that my case was being escalated and that I would be contacted via email with updates, to which I never was. In some cases, I was given a case number, but that doesn't seem to do anything. At the suggestion of a friend, i reached out to Grubhub on twitter, and they did actually respond to me with a code, however the code was already used (???). Upon telling them this and showing proof of the Mog Station saying the code had already been used, they told me to reverify that I entered the correct code. Obviously I did enter the right code and they had simply either given me a copy pasted message or gave me a code that was easily manipulated and someone had stolen it. I provided them another screenshot of the code not working, to which they replied that they would have to escalate my case and that I would be contacted via email (surprise!).

I've asked support for contact information for the department in charge, to which they refused to give me any, their excuse being that there's not one person in charge of the department (???).

It's so insane to me how poorly managed this promotion is/was and how awful the customer support for Grubhub is. No one knows what's going on, no one can help, no one can point me (and others) in the direction of how to get help, and they flat out lie about escalating cases. I've always been kind to the folks managing the customer support service, but I am so frustrated at this point. I know it's just a silly pizza emote, but at this point its the principle of holding up their end of the deal.

SE if you are reading this thread, please never do a promotion with this company again. It should not be this hard for your customers to participate in a promotional event. This promotion, for many, has been a straight up scam. As someone who's been playing your game since the launch of 2.0 and has participated in many of your cross promotions with other businesses, I can say with confidence that this has been the worst, most grueling experience I have had with any promotion you have run in those 8.5 years and will think twice before participating in these sort of campaigns in the future.

Edit: A little bit after posting this, I received another, this time working, code from Grubhub's Twitter support. If you still haven't gotten your code yet, I would try reaching out there. While I'm happy to have my issue resolved, this is still insanity that it took this much effort to get this settled.

[Aethen]

i'll try recontacting them again I maybe fudged since the last time the employee said I'll just refund you which I assume probably voids the promo

Yes, if you ask for or accept a refund, you give up on the emote. If you already got the refund then it's too late.

[Kilana]

Hi! I've just kind of silently been watching everything unfold. I was one of the unfortunate people to not receive the emote on the 17th. I messaged them that day and like everyone else they told me to wait for two weeks. I told them I'd be back. A few days ago I messaged them something else. I gave them a huge paragraph to which the first rep left. The second rep only apologized. The third rep also apologized and asked for a follow-up email. This was around the 5th. Today on the 8th I checked my email and in the regular tab I had a emote waiting for me. Still waiting for it to pop up in-game, but after many weeks I finally got it.

[ConcernedPerson]

As I previously explained, the Grubhub supervisors whom my spouse and I spoke with said we would not be receiving the emote if we did not get it in the original rollout. They said that because the technological error during check-out was manually altered by them, that we did not qualify. They offered us the full refund on both orders. We took the refund. They were very clear that there would be no emote. So, I do feel salty seeing others get theirs late now. We never got them. This whole thing still reeks of a scam to me, and I remain weary of taking part in any future crossover campaigns since FFXIV was utterly unhelpful during it all. We contacted them nearly a dozen times. Alas.

[Lolli282]

….I remain weary of taking part in any future crossover campaigns since FFXIV was utterly unhelpful during it all. We contacted them nearly a dozen times. Alas.

Oh I will never do business with them again - despite both my characters getting their emotes (one on 12/17, one late) it was waaay too much trouble getting what I was promised.

When one associate said I would hear from a supervisor I never did - it was the Twitter team that got it done for me.

[TMW001]

Been over a month still nothing and from what I am seeing folks are going as far as twitter for these I'm not gonna bother this whole thing was a blowout for me and I may never do a NA event ever again especially when they want you to buy another companies product or service I will just wait it out and pray it hits the Mogshop.

[Arillyn]

I just received my code. For anyone who's still waiting and who is 100% sure that the code was applied to the order, what worked for me after several failed attempts with the customer service:

1) Call customer service. Do not contact them by chat or email.

2) Be clear that you know what you're talking about because many of them will come up with random bs about you having to keep on waiting, that they can't check whether you applied the code, that you ordered too late, that supplies ran out etc. Worse case scenario they might hang up on you (1 did for me, and I was being very polite, but standing my ground). First of all, they can definitely verify whether the code was applied or not. Second they have published themselves a short FAQ that says explicitly everyone who applied the code during the promotion will get the code and if you don't you should reach out to them.

This is the link, scroll down:

https://lp.grubhub.com/gameawards/?u...ent=gameawards

3) If they offer you a reimbursement, decline it. Be clear that all you're asking for, is getting the emote. Ask (politely) to talk with a manager. In my case, the customer service person immediately transferred me to their supervisor, without me asking, after I turned down the refund. They're trying everything they can to have people drop the case as much as possible because it's extra work for them.

4) Explain to the manager that you just want the code and if they don't offer it by themselves, ask them to escalate your case to the relevant department (the promotions one) so that they can address your case. The manager should be able to provide you with an internal case number.

I received my emote code ~2 days after I did the above.

But please remember, keep it civil. It's not the customer service people who have massively fucked up here, but the people who failed to organize this promotion. Grubhub should clearly have given them instructions to just escalate the case to the relevant department and call it a day instead of coming up with whatever nonsense they can to get rid of people.

I did all this in the afternoon of this past Friday. It worked and I got my code in the email the next day. Thanks for posing this info. Was super helpful!!

[niftyqt]

Ok I did the thing.

"Thank you very much Niftyqt. I have escalated this situation and a supervisor will be contacting you within the next 48 to 72 hours."

Ok, it's looking promising! * fingers crossed *

It's a miracle!!! I received my code today, 5 days after (3 business days).

[Mykll]

I had my issues, and read through everyone's horror stories here. I decided to give them until a few business days into this year (giving them their 2 weeks + and all that). Replied to a prior e-mail that went nowhere on the 6th. Was going to contact them yesterday (Monday) again but forgot. I received an e-mail late last night (10th) with the code. Entered in the code, Mog Station accepted it. Hopefully in a few hours or so I'll have it finally in game. I ordered late (but before deadline), only got the green checkmark, no other confirmation, rep said was not applied to order, blah blah. Never requested refund or charge back. So it is good to hear that people are getting their codes, so add another positive story to the list. Well, not fully positive. But, code received. So don't give up guys!