The GrubHub promo problems

[Guavasaur]

Been dealing with the nightmare of this promotion since it started
Had one rep tell me that I wasn't eligible because it was limited, had another tell me that it was applied to my account and to wait 2 weeks (to no avail, lol..), just went through another that tried to say it was limited and copy-pasted the TOS at me, so I showed them on their own website where it says that they were.. not limited.

Suddenly the ticket is being escalated, so here's to hoping I'll get my emote. (should technically get 2 of them, but id be happy for just one at this point, lol)

Really hoping Square doesn't do a promo like this again, would much rather just spend the money on the Mogstation than with a random company that may or may not work.

[Karynn_VR]

Don't give up hope! I just got my code from my support emails.

It seems the GH customer support is trying everything in it's power to deny you the code, just keep responding. I've had them give me the following replies:

It looks like your order was not eligible for the offer as you used Freegrub on it
(replied back that the ENDWALKER code was the only one I used, and was successfully applied)

Then I was told if it was applied correctly, I should receive it in two weeks, and there was a limited supply, and they will escalate if I didn't receive it.
(I replied back thanking them for reviewing and escalating, and two weeks had not yet passed since the advertised delivery date was the 17th)

Then another reply: "We can confirm that you placed a qualifying order during the promotional period. We're working on getting this resolved for you. Please be on the lookout for an email with additional information from us."
(I replied 12 days later, informing them I haven't received the code and if it's still being processed)

Then I got another reply stating the ENDWALKER code could not be used while buying alcohol and they referenced an incorrect order number. (I replied back with the correct order number and mentioned the endwalker code required pizza, and the order number they used, was for a taco place, it had alright margaritas, wouldn't buy again lol)

And then I got a reply back with the pizza code, and yes, it did redeem without issue.

So almost a month after they started handing out codes, I got mine with a bit of perseverance.

Also I never received a response from the same customer support rep once so keep replying back, either thanking them for escalating and what not, keeping the ticket open in their customer support system, they have to keep responding until they prove you're not eligible, or give you the pizza you really wanted.

(Also don't devolve into a Karen in your responses, as an ex-retail employee, it'll light a fire make them want to deny you even more)

Karynn Abou'Cha

[Gothicshark]

I'm going full Karen on them at this point, "Speak to you manager/thinking about getting a lawyer"

[Krotoan]

I'm going full Karen on them at this point, "Speak to you manager/thinking about getting a lawyer"

To be fair that doesn't seem to help as much as persistence. Also I'm laughing like heck at the fact someone with both a forum and a character name of Karynn is telling people not to go "Karen".

Good deal =]

[Gothicshark]

To be fair that doesn't seem to help as much as persistence. Also I'm laughing like heck at the fact someone with both a forum and a character name of Karynn is telling people not to go "Karen".

Good deal =]

Well going full Karen worked.

[Krotoan]

Oh those poor customer service drones.

[Ansune]

I never received the emote code in my email, but earlier today I contacted Grub Hub via live chat support detailing the promo and order number. The initial support agent couldn't do anything about it, so I asked to be escalated which immediately placed me in touch with a supervisor. From there, they evaluated the situation and were aware of the issue with emote codes not being delivered in some instances. They asked for a few more details verifying the promo code was applied to my order (which I had placed via desktop), and then forwarded my case to a specialized support team that were able to send the emote code to my email in just over an hour. So, contact support and try to be cordial and patient. Good luck!

[Rowyne]

I'm going to echo what a lot of people here have said--that this was probably the most poorly handled promo since Yoshi-P took over this game.

My husband and I play together and decided we'd both do the promo. We'd never tried Grubhub, so we both created accounts and placed individual orders. That meant we each had to pay a delivery fee, but there was no helping it since the promo details stated that group orders weren't eligible. So, we made the most of it and had a pizza and Chinese food night. There was a storm that night, so we tipped our delivery people well. The food arrived quickly and was hot and fresh. That part of the experience was excellent.

The rest was peanut fudge clusters.

Like most people, the promo code never came. Not in the spam filter. Nothing. The promotional details state that it could take up to two weeks to receive the code, so I was patient. In fact, with being jingle bells deep in holiday craziness and my entire house getting a horrible case of the flu afterwards, I was only able to sit down today and contact Grubhub about it.

The first customer support rep I text chatted with was totally clueless. At first she said she couldn't help me because the promo had ended. I explained that it said right in the promo details on the Grubhub website that it could take up to two weeks to get the code, so I waited until after that time to contact them. Then she asks when I received the email. I ask her, "What email? I haven't received the email with the code, that's why I'm contacting you. The conditions I'm referring to are posted on your website." At this point, she gives up and says, "I'm not able to look into this issue further, I will be escalating your issue to our Senior Specialist, and they will contact you via email within the next 24 - 48 hrs."

So now I expect a waiting game where I camp my inbox for the next few days or even weeks and I'm just about to close the chat window when a supervisor actually enters the chat! And I finally start getting results. He says to me, "It's no secret that we've had some difficulties with this promo, to put it mildly. But a team was created about 2 weeks ago, and they are reviewing these cases." He could see that my promo code had been put in correctly (even though it doesn't show on the order receipt on my end) and that I should have gotten the email with the emote code. He gave me a case number for reference and promised to flag it as priority.

He asked if there was anything else he could do, and I jumped at the opportunity to also attempt to get my husband's code straightened out while I was lucky to be chatting with a supervisor. After giving him all the necessary info, he created a case for him, also.

The entire chat took a little over an hour. One hour after that, I received an email with my emote code. I didn't have to get nasty with anyone. In fact, I was patient and polite after someone who was knowledgeable about this finally got in chat with me.

However, the same time I got the email with my code, my husband received an email saying he had been denied because someone in his household had already received a code and it was one per household.

... WHAT? At this point I'm wondering if employees are even reading their own promos. Nowhere does it say in the promotional details that it's one per household! We made sure to check before even placing the Grubhub order. The only similar restriction was that the promo was not applicable to group orders (hence why we placed two separate orders from individual Grubhub accounts). And we said so when firing a reply back from my husband's email.

To cover all bases, my husband also got into a support chat. This time, the customer support rep automatically said she'd escalate his issue. We weren't lucky enough to get a supervisor into the chat before it ended. This time, I was for really real sure we'd be inbox camping. But within two hours, Grubhub backpedaled and emailed him the code.

The takeaway here is try to be polite when you can, but there are unbelievably high occurrences of customers being told incorrect information. If you don't like the answer you get, keep trying and in the end you will likely get results.

[Rowyne]

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.

You have every right to be salty. I would be, too.

I've been following this forum thread and some reddit posts, and what's really troubling about this is that it's not just one or two people with accounts like yours. It's a LOT. The rule of thumb in these situations is jump on it right away. But, unfortunately, it seems a lot of people who did were told whatever would placate them (whether it was true or not). And when a company offers you a refund, that's usually their last resort. I'm sure I would have taken it, had I been in your shoes, also.

My husband and I were lucky to get our codes, but I wasn't hopeful since we waited so long. For once, it seems the fact I'm late for everything worked out (*smirk*). But I did have to push past some misinformation. If I hadn't first read all these experiences, I wouldn't have been so ready to stand my ground.

It's really too bad, our meal and delivery experience was excellent. But I'm loathe to do business with a company that makes me question their ethics. As others have said, the customer service reps should have been automatically creating tickets and escalating the issue on to supervisors, not telling customers flat out lies. Now some people will never get their emotes.

[Kuro_Mao]

No codes, did an order early. Did a 2nd order in case another promo may have discombobulated it. IRL Wife did the same thing. Can SE and the devs really fight for better business partners instead of these shams we waste money on to get an invite. SE is starting to pay the shills and scammers to take our cash.