The GrubHub promo problems

[TMW001]

SE really should get to the bottom of this it will make them look bad due to association.

[ConcernedPerson]

A further update: After the rep said about the 2 weeks, I said I'd like to speak to a supervisor.

The supervisor, Valeria P., came and said:

TP - Valeria P.
I apologize for the inconvenience and I fully understand how you feel, I can see the promotion was not applied in your order correctly, it was applied manually by an agent and not by you at the checkout of your order, that´s why the email was not sent and it won´t be sent.
However, I do want to make it up to you, so in this case, I can gladly offer to fully refund the order as an apology for the inconvenience. Would this work for you?

I reiterated that, when I look at my grubhub orders page, it still shows the ENDWALKER code there. I also quoted the chat rep from the night I ordered and experienced troubles with the site, who said, "TP - Ezequiel C: Sorry for the inconvenience that this causes, the email of the emote will reach you this in process."

In response, Valeria P said:

Your order doesn´t have the code applied in the system , we completely apologize for the whole situation and for the bad experience.

In the end, I decided to take the full refund. It's apparent to me that neither Grubhub nor Square Enix are going to go back and properly pass out emotes to participants in the campaign. They must have run the numbers and decided it was cheaper for them to refund people in full for their orders rather than spend the man power individually fixing the situation with mailed codes.

I still wonder whether the whole thing was, in fact, a secret lottery. If it was, we are not likely to get a confession at this point. I no longer care. This is me, signing out, ya'll. Well, I will be signing out. I will actually go into my spouse's grubhub now and handle it there. I will post the results here shortly.

[mcpolecat]

Just got off customer support and can echo. The rep offered a discount code to me, not even a refund. I might send the spouse to go and escalate it further because that was an expensive order that didn't need to be delivered.

[ConcernedPerson]

Just got off customer support and can echo. The rep offered a discount code to me, not even a refund. I might send the spouse to go and escalate it further because that was an expensive order that didn't need to be delivered.

No, you should be getting a refund. Did you say you'd like to speak to a supervisor? Use the chat contact on their web site and immediately say you'd like to speak to a supervisor. I say immediately only because you've already had a recent discussion with a rep.

My spouse's order was just refunded in full as well. I will post updates.

[Gametheory]

I just messaged them via chat and gave them my order numbers and they told me:

Thank you for waiting. My apologies. This problem was already reported. One of our specialists is working right now to find out why most of our customers didn't receive that code, but they are going to do their best to resend the promo code via email. Unfortunately, they didn't provide a time frame but as soon as they provide a time frame I will let you know via email.

"Most of our customers" yikes

[Eriane_Elis]

I received a notice from SE and they said it's not them that issues the codes and to contact GH. I contacted GH and they said they are sorry and it shouldn't be that way and that I should contact again later because GH SHOULD take care of this mess. Yes, it was basically like that with those words used, though paraphrased. We'll see what happens but the person on the other side was really nice and very sorry compared to the first person i asked last week.

[ConcernedPerson]

A brief recap of my earlier posts:

Square Enix finally acknowledges this promo disaster
https://twitter.com/FF_XIV_EN/status...946427904?s=20
edit: old link stopped working. This one does work: https://twitter.com/FF_XIV_EN/status...62764946427904

Grubhub identifies codes went out on 12/17 & claims it was not a lottery
(scroll down on page to FAQ)
https://lp.grubhub.com/gameawards/

I contacted Grubhub about my order
As mentioned in an earlier post about 20 mins ago, a supervisor told me that because my code was manually applied by a rep due to a technological error on their end, I will not be receiving the pizza emote. She offered to refund me in full. I took the refund.

Spouse contacted Grubhub about their order, approx 15 mins ago
This conversation was stranger than mine.

AT - Andrea R. GC
No, the information provided [from Valeria P to wife] is correct, we are unable to fix it, since we are unable to issue the code. Yet we suggest allowing the time frame for the system to generate the code and be sent.
We can proceed either way.

Reminder, Valeria P told me 30 minutes ago:

I apologize for the inconvenience and I fully understand how you feel, I can see the promotion was not applied in your order correctly, it was applied manually by an agent and not by you at the checkout of your order, that´s why the email was not sent and it won´t be sent.

If you are paying attention, dear reader, you can see that the two reps both gave conflicting versions about what would happen moving forward.

My spouse did not want to end up with the pizza emote after this whole ordeal, seeing as I would never get one from my order. He requested the full refund and it was immediately applied. Better to have the cash back in the bank. If mogstore ever adds the emote, maybe we will both buy it then since we got all of our money back from this fiasco. Then again, IDK if either of us want the emote anymore considering it makes us both think of this entire scam/fiasco/incident/you-pick-the-word.


continued...

[ConcernedPerson]

Suggested next steps
But hey, you do you.

1. Go to Grubhub Chat, quote their FAQ section, identify your order # and email. Listen to whatever random reason/excuse/explanation the rep gives you. Then, politely but firmly just say that you'd like to speak to a supervisor. Reiterate all of the above to the supervisor. Wait for them to offer you the refund. They likely will. If they don't, then simply state you'd like a full refund.
   
   (FAQ Quote: "All qualifying orders ($15 minimum order total before taxes, tip and fees during the promotional period) received the FINAL FANTASY® XIV Online Endwalker Eat Pizza emote via the email address associated with their Grubhub account on 12/17/2021. Please check spam and junk folders. If you did not receive your emote code, please reach out to the Grubhub CARE team and have your order number and email address associated with your Grubhub account ready.")
   
   
2. Get your full refund. Check the orders page and your email to confirm that the refund was processed. Keep an eye out for your bank statement to confirm that it goes through.
   
3. Post here about your experience/success. Keep the thread high up in the forums so that others see it and also are encouraged to take action rather than just throwing up their hands in exasperation.
   
   
4. Consider not supporting Grubhub again in the future
   
   
5. Really pause before considering taking part in a future crossover campaign for any in-game digital items since Square Enix will not fix it -- and apparently SE requires A LOT of negative forum posts & blog articles before they will acknowledge the situation. I wrote SE customer service approximately 7 times and each time got a canned PR response telling me to speak with Grubhub. (But, hey, again, you do you. You want to gamble with your cash, go for it. I won't judge you. Each to their own.)

At this point, I'm out ya'll. I've been enough of a "rager," right?

Stick up for yourself. If you're struggling with assertiveness, see this brief guide:
https://www.skillsyouneed.com/ps/ass...echniques.html

If you want an in-depth guide, I highly recommend "When I Say No, I Feel Guilty" by Manuel Smith. Horrible cover design and cheesy title. Book itself is worth its weight in gold even if some of the example situations are dated.

Anyway, on that web site brief guide, particularly look at the section on broken record / stuck record. This is all you need to do. No need for name calling, etc. Just keep repeating I'd like to speak to a supervisor. I would like a full refund.

Take care ya'll o/

[Krotoan]

Suggested next steps
But hey, you do you.

1. Go to Grubhub Chat, quote their FAQ section, identify your order # and email. Listen to whatever random reason/excuse/explanation the rep gives you. Then, politely but firmly just say that you'd like to speak to a supervisor. Reiterate all of the above to the supervisor. Wait for them to offer you the refund. They likely will. If they don't, then simply state you'd like a full refund.
   
   (FAQ Quote: "All qualifying orders ($15 minimum order total before taxes, tip and fees during the promotional period) received the FINAL FANTASY® XIV Online Endwalker Eat Pizza emote via the email address associated with their Grubhub account on 12/17/2021. Please check spam and junk folders. If you did not receive your emote code, please reach out to the Grubhub CARE team and have your order number and email address associated with your Grubhub account ready.")
   
   
2. Get your full refund. Check the orders page and your email to confirm that the refund was processed. Keep an eye out for your bank statement to confirm that it goes through.
   
3. Post here about your experience/success. Keep the thread high up in the forums so that others see it and also are encouraged to take action rather than just throwing up their hands in exasperation.
   
4. Consider not supporting Grubhub again in the future
   
   
5. Really pause before considering taking part in a future crossover campaign for any in-game digital items since Square Enix will not fix it -- and apparently SE requires A LOT of negative forum posts & blog articles before they will acknowledge the situation. I wrote SE customer service approximately 7 times and each time got a canned PR response telling me to speak with Grubhub. (But, hey, again, you do you. You want to gamble with your cash, go for it. I won't judge you. Each to their own.)

At this point, I'm out ya'll. I've been enough of a "rager," right?

Stick up for yourself. If you're struggling with assertiveness, see this brief guide:
https://www.skillsyouneed.com/ps/ass...echniques.html

If you want an in-depth guide, I highly recommend "When I Say No, I Feel Guilty" by Manuel Smith. Horrible cover design and cheesy title. Book itself is worth its weight in gold even if some of the example situations are dated.

Anyway, on that web site brief guide, particularly look at the section on broken record / stuck record. This is all you need to do. No need for name calling, etc. Just keep repeating I'd like to speak to a supervisor. I would like a full refund.

Take care ya'll o/

Glad you're at least back where you were before the whole thing. I agree with your suggested course of action here.

I can contribute that over every cross-promotion I've ever participated in with SE they seem to hand over all distribution and dispute resolution to whomever they partner with. Depending on the partner the promotion either goes well or horribly. Amazon went well, Butterfinger had problems but was quick to get people resolved. Grubhub has been one of the worst so far. SE isn't completely clean in this, but they've at least been consistent and their claims have not changed.

[Tsumdere]

Just got out of my 4th chat with GrubHub CS. Ended up getting a full refund as they now claim the code was never applied.

Which was weird because it was applied the first 3 times I contacted and I "just needed to wait".

Whatever. At least I got my money back, so free pizza basically.