The GrubHub promo problems

[Kyrj]

So now that it's happening to everybody it's okay to be pissed, but when I dared to be mean to CS I got chewed out on here ( https://forum.square-enix.com/ffxiv/...B-BE-DAMNED%21)

Nah it's still not okay. You're bitching at the wrong people, take it up with SE, not some employee from GH who's probably never played or even heard of FF14.

[Wiz_silver]

Ask for a refund if the only reason why you made the order to begin with was for the emote. Tell them that you feel cheated and scammed, and if you are certain you properly applied the promocode, tell them that the advertisement for the promo was incredibly deceptive.

They would not refund me

[ConcernedPerson]

Square Enix just tweeted this regarding the grubhub situation:
https://twitter.com/FF_XIV_EN/status...946427904?s=20

Let's see what happens next then.

[ConcernedPerson]

I am in chat with Grubhub now, and it is not going well.

The Tweeted update from Square Enix approximately one hour ago and the updated Grubhub info page do not seem to be making any difference.

The customer service rep I'm experiencing right now has said:
"Upon checking, the terms and conditions states to wait 2 weeks to redeem the emote starting 12/17."

Meanwhile, Grubhub's own recently updated web page says, "Grubhub did not use a lottery system to select promo code recipients; all qualifying orders during the promotional period received their FINAL FANTASY® XIV Online Endwalker Eat Pizza emote on 12/17/2021 via email from email@a.grubhub.com. If you did not receive your FINAL FANTASY® XIV Online Endwalker Eat Pizza emote code, please reach out to the Grubhub CARE team. Please have your order number and email address associated with your Grubhub account ready."

Bold is my emphasis.

The saga continues.

[Krotoan]

So now that it's happening to everybody it's okay to be pissed, but when I dared to be mean to CS I got chewed out on here ( https://forum.square-enix.com/ffxiv/...B-BE-DAMNED%21)

Your example shows you being rude and abusive AT the rep. Their example shows them expressing their anger at the company but not the rep. Giant difference.

[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.

[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.

[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