The GrubHub promo problems

[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/

[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.

[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.

[ShiroeTengoku]

Honestly, their promos have been fine, and sure there is usually a wrinkle from large demand, which is to be expected. The butterfingers one was brutal for some, but they were honored to my knowledge. This has been the worst of them all, and I'm really hoping as I stated earlier SE wises up from this experience. They've proven to be capable of it from base, to ARR, to all expansions after, so I have faith they will. Regardless, we know that it was Grubhub trying to make business on the heels of Shadowbringers success, and the fumbling of this has probably cost them business rather than create. Only time will tell.

Edit: Finished with CS, screenies:
https://cdn.discordapp.com/attachmen...81074/GHp4.png
https://cdn.discordapp.com/attachmen...32872/GHp5.png
https://cdn.discordapp.com/attachmen...52892/GHp6.png
https://cdn.discordapp.com/attachmen...64842/GHp7.png
https://cdn.discordapp.com/attachmen...07646/GHp8.png

[Dicion]

Just tried chat with the FAQ in hand.

First guy hung up on me. Second gave the 'just wait longer' suggestion.

https://i.imgur.com/B5sbauA.png

https://i.imgur.com/xef8bds.png

[HaffenManaheart]

8 days later, still no code.

Would a lawyer even look at this as a possible class-action lawsuit against GrubHub?

After all, their FAQ contradicts their "while supplies last" T&C by stating "There was no limit to the number of customers who could receive the Eat Pizza emote during the promo period of 7:30pm ET on December 9 to 11:59pm ET on December 15."

[manbearpig628]

I just finished talking to grubhub cs and it seems they're still honoring codes that were applied:
(Grubhub CS) Sorry for making you wait! I've seen that the promo code has been successfully applied to that order and went through our system with no problems. Promo codes for the emote are still being sent through this week! They are having some issues because of the large quantities of requests but you should receive your code throughout the next few days!

[Dogempire]

8 days later, still no code.

Would a lawyer even look at this as a possible class-action lawsuit against GrubHub?

After all, their FAQ contradicts their "while supplies last" T&C by stating "There was no limit to the number of customers who could receive the Eat Pizza emote during the promo period of 7:30pm ET on December 9 to 11:59pm ET on December 15."

They wouldn't because their ToS states they can change their promo at any time for any reason

[Aethen]

Well just had a chat with a CS, claimed the 2 weeks wait started on Dec. 17th so told me to wait until at least the end of the month. They confirmed the code was applied to my order so I guess I'll wait for a little longer... This is truly a mess, they knew they would have high demand yet did not prepare accordingly.