The GrubHub promo problems

[ElspethT]

I placed my order with GrubHub the day the promotion ended (about four hours before) and got my code for the emote on the 17th as advertised. So it seems like people not getting their codes is either a technical glitch or it really was random -- I ordered so late that if they did "run out" there's no way I would have gotten one.

[Nekaru_Infitima]

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.

SE told us to take it up with GH. So your suggestion comes from ignorance and I really don't care about your opinion. They deserved it. Piece of scam company.

[ShiroeTengoku]

The company does, absolutely. But the base level employees there have no control on this, and they're the ones suffering along with us. Being angry is totally justified, but it really isn't their fault, and yelling at them is just causing undue stress on the wrong people. Run a flame campaign on Twitter or Facebook and ping the company itself, but the poor sods on the other side of our screens/phones are trapped in between.

[OracleLunaFaye]

So I just got done chatting with Grubhub... again. They told me that A ) The promo code WAS applied to my order. (I was told this a few times already.) B ) That you should get your item code within 2 weeks OF YOUR ORDER DATE. I placed my order on Friday the 10th, so supposedly I should have my pizza emote not later than end of day tomorrow... We'll see.

[Aethen]

So I just got done chatting with Grubhub... again. They told me that A ) The promo code WAS applied to my order. (I was told this a few times already.) B ) That you should get your item code within 2 weeks OF YOUR ORDER DATE. I placed my order on Friday the 10th, so supposedly I should have my pizza emote not later than end of day tomorrow... We'll see.

I know this is what they have told a lot of people, but the CS person I talked to told me the countdown on the wait was from the 17th, not from the order date. And I think that makes more sense in this context. It is stupid they decided to wait until the 17th because it was obvious it was going to snowball, they should have started delivering the codes as they were getting the orders. I think we'll have to wait until at least the end of the year.

[OracleLunaFaye]

I know this is what they have told a lot of people, but the CS person I talked to told me the countdown on the wait was from the 17th, not from the order date. And I think that makes more sense in this context. It is stupid they decided to wait until the 17th because it was obvious it was going to snowball, they should have started delivering the codes as they were getting the orders. I think we'll have to wait until at least the end of the year.

Yeah I really wish they would at least give out the same info. I'm aware that lots of people are saying they were told 2 weeks from the 17th witch would be Dec 31st. So when I chatted with the rep this morning I specifically asked if the 2 weeks was from my order date, the end of the promo period, or the beginning of the code deliveries. They told me 2 weeks from my order date. :/

TBH at this point I'll be really surprised if I get the emote code at all.

[TMW001]

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

[ShizuCheese]

Just adding my experience to this:

The Grubhub site glitched when I entered my order and didn't register the code.

When I reached out to support about it after I found out that was a thing, the person I spoke to was able to apply the promo code and claimed I would still get the item code emailed to me.

As of today, still no email with an item code. Reached out to support today and now they're claiming there was a limited number of codes and they ran out.

I have transcripts of both conversations if SE needs me to provide transcripts.

[belthesar]

This was a super frustrating and unfortunate experience for me. My wife and I made an order during the appropriate time. Her and I use the group order system so we can order on our individual devices, which helps to avoid order anxiety. It's really quite handy, all in all. Unfortunately, as it turns out, doing a group order disqualifies you from the promotion. This doesn't really make sense to me though, as even though it's technically a group order, there's only one Grubhub user filling out the order (we both log in with the same Grubhub account). We didn't expect to get more than one code, and we're even Grubhub+ customers for free delivery, so the free delivery aspect of the promotion didn't really matter to us. My wife and I both play FFXIV, but she was willing to let me have the emote, since I'd been having a rough time. Now, as it seems, no one got the code, and Grubhub support's only words of advise are "but hey, keep an eye out for future promotions!" Right, because after this kind of experience, I'm truly incentivized to trust their end of the bargain again.

The Grubhub promotion page's terms and conditions were in 10 point font at the bottom of the page. They're not out anything because they got my money for the order, and the terms and conditions indemnify from them from any repercussions. By all technicality, my order is in the wrong. By the spirit of the promotion, I ordered food for two, expecting one code for a neat emote, and won't get it because we use a feature of Grubhub's website to avoid some anxiety and have a pleasant ordering experience.

I don't really expect to get a code at this point. Not really the point of this, I guess. I implore SE to avoid working with Grubhub for promotions like this in the future. The way Grubhub support treated my case was truly disheartening, and had the condition of not using the group order feature been in something clearer than 10 point font on the order page all the way at the bottom, we would have worked around the situation. Instead, I'm left empty handed.

At least the burger was good.

[Yahallo]

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."

You might have something if you go the false advertisement route, but I am not sure how high of a chance you would have. I wouldn't be too optimistic about that. Rather, the best thing to do is just get a refund like a bunch of others have been suggesting. If they repeatedly refuse to offer a refund, then threaten them with a chargeback, failing that actually do the chargeback (as by this point, you have made the good faith effort to resolve it with Grubhub). Chances are though, you'll get the refund and essentially got a free meal on Grubhub for their incompetence.