The GrubHub promo problems

[Jennah]

I got mine. I ordered minutes into the Game Awards; perhaps they're sending them out in batches, in order?

[SenorPatty]

Anybody know if it's too late? Also, I live in Canada and idk if Grubhub does service there....

[Bixillarla]

Anybody know if it's too late? Also, I live in Canada and idk if Grubhub does service there....

Too late to use the code? Yes it is that ended on the 15th.

[Krotoan]

Came in 3 hours ago.

Never got any confirmations, wasn't on the receipt. So... there's hope for everyone I guess.

Boy was this promotion an anxiety producing mess.

[EverQuest]

Came in 3 hours ago.

Never got any confirmations, wasn't on the receipt. So... there's hope for everyone I guess.

Boy was this promotion an anxiety producing mess.

Shouldn't be having anxiety from an game code emote.

[Patt]

To those who haven't received it, I placed two orders (one on the 10th and one on the 14th) and did not receive a code for either. 100% sure I entered the promo in correctly (in fact for the second order, it gave me an error at first as I didn't have the minimum 15$ at first, before I modified my order). Both orders eventually said Promo code applied successfully briefly in the checkout page before then disappearing.

After I had placed the first order, I had mistakenly thought the free delivery part was for the full promo duration (it was just the first day) and contacted grubhub support about it. During the conversation they assured me that I was still eligible for the emote:

(09:45:01) TP - Jesus M: The discount was only for yesterday.
(09:45:29) TP - Jesus M: But you're still eligible for the in-game pizza emote.

Forward to today I didn't get a code, and so I re-contacted Grubhub support and spoke with both a customer service rep as well as a supervisor or manager. They told me that my orders were not eligible, occasionally saying codes ran out and/or the the code didn't apply successfully despite the website saying otherwise. Spoke with them for about an hour and did not reach a resolution on the issue (did not get a code). They also said they were unable to generate new codes.

I also tried contacting Square Enix support and they were not able to help either. The rep there did say that a lot of people had also contacted support about the issue but couldn't provide any assistance, unfortunately. They did say that if there were any updates that they would be posted to the Lodestone, but that might just be a fallback response, not sure.

It is kind of frustrating that this promo was poorly executed. If codes did run out there was no notice on the lodestone or Grubhub that this was the case, nor was the promo ended early. If Grubhub's website is to blame, well that sucks too since a ton of people spent money on orders only for the emote, and it's definitely not cheap.

I hope SE does something about this, because it really does feel like a kick in the stomach from both companies. Hopefully if enough people complain something will be done about it; I've definitely lost a bit of trust in both SE and Grubhub over this.

[Gametheory]

I didn't receive a code. I made a Grubhub account purely because of this promotion and entered the promo code on one order, and did a second order using the direct link on the marketing promotion that entered the code for me. Two separate orders, at least one of them should have worked. I contacted Grubhub customer service and they never replied to me they just ignored my message. Really dissatisfied with how this went and I won't be ordering food through Grubhub again. I feel cheated to be honest by both Grubhub and Square Enix.

[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.

[Maxilor]

I ordered from my browser and I can confirm I HAVE received my email.

Hopefully this gives people peace of mind.

I look forward to /eatpizza with everyone.

[EverQuest]

Event just looks poorly worded, and plus grub hub is well not the greatest.