The GrubHub promo problems

[Velvet_Sorbae]

I wasn't planning on heading to the forums, but figured I'd share my struggle. I ordered on the 12th, via the promotion page. So, using the promotion page automatically applied the Endwalker code, check marked and everything. I wanted to double check that the code went through and contacted Grub Hub support. Two different reps confirmed that the code indeed went through and I just had to wait the allotted time to receive my code. However, there was one anomaly with the order, shortly after talking to one of these reps, I was randomly refunded money. I called once more asking about the refund, but was told once more not to worry about that and my code would be delivered, I had successfully applied the code.

Fast forward to the 17th, no code. I waited the two weeks grubhub suggested from the 17th (more than enough time from my delivery on the 12th as well) and sent an e-mail to them. I have been sending multiple e-mails every few days since then, asking about if I was going to get a code. I went through various, "check your spam folders." to no responses, and no responses via replying to attempting solutions. Finally today, someone elevated my ticket, only for me to get this response:

Grubhub here! Sorry to hear about the issue with the ENDWALKER promo, we understand how frustrating this situation is

Unfortunately your order is not eligible for this promotion, the reason is because the ENDWALKER code had to be applied on your end. We look on the order details and confirmed that the code was applied manually in our end.

I responded to them once more that I got no errors, I saw a checkmark, I even used the promo page -- which automatically applied the code at checkout, etc. That multiple reps said the code applied and I actually go another response...

Thanks for reaching out to Grubhub! I apologize for the time you've had to wait. I understand your frustration at waiting for a response about the issue.

If your order was eligible and you applied the ENDWALKER Free Grub without any error message while placing the order you should expect an email with this emote, it could be it went to your spam/promotion folder.

However, if two weeks have passed and you haven't receive an email with the code for this emote it means your order might've not be eligible for the offer as it had a limited supply, I will escalate this matter and we will follow up once we've reviewed your case.

I'm just so frustrated with how this has all turned out. I have a feeling that despite the ticket apparently being elevated once more, I'm going to be stuck in a "loop" of "we applied the code, not you." and "just be patient and check your folders."

[Minsue]

I was told by a rather honest grubhub employee if you haven't got it by the 1st of jan your not going to get it and that anyone saying anything else is just not wanting to be yelled at/grubhub has told them to placate customers "Apparently at least for me they were able to at least refund my order" So might be worth asking about.

[LazyMemories]

Just got mine today finally. Check your emails ;D

[Lolli282]

After working with Customer Service on Twitter I received my code today. Im so relieved to finally put this behind me and wish the best of luck for those still trying.

The Twitter team was much more helpful in resolving this for me but YMMV.

[Kairobot]

Got my code today for the order I placed on Dec 9 at 7:33 pm EST, three minutes after the promo started. It took 3 chats with Grubhub, a Twitter tweet and DM to Grubhub Care, and 18 days of waiting after the initial batch of codes were sent out to get it.

[BrutusRat]

Contacted them after my order to confirm my promo code worked, was confirmed. Contacted again when the code never showed, was told it could take up to the 31st but my code was properly applied. Contacted today, was told that my account didn't get a code. Am currently waiting for an email which I presume will be them telling me I don't get a code or a refund.

[DrummerLocnar]

ordered Dec 11th, not expecting free delivery just want that damn emote. code applied just fine, food arrived just fine (local place i trust and order directly from a lot). dec 17th, nothing. contact support after seeing reddit, they say 'code didnt work sorry, here's a 10$ gift card'. FAQ page goes live saying 'emotes not limited, only delivery' so contact support again on Dec 21st. evidence was plain at the time that people had gotten codes after me, aka lottery system, also mentioned in the FAQ. after getting elevated to a supervisor, they were able to CONFIRM that the code was applied to my order but said my emote could take up to 2 weeks to arrive from the time i ORDERED (dec 25th). they ALSO confirmed that first level support CANT EVEN CHECK if codes worked or not. first level will LITERALLY LIE TO YOU unless you get that one guy who admits "sorry we cant confirm codes, let me escalate you". so i wait til dec 27th, still no email of course. contact support again. get told they will "escalate this situation to our next department" and email me back as soon as possible. this also, obviously, never happens. now we're at today, jan 5th. cOnTaCt SuPpOrT aGANE. first support agent literally just ghosts the chat and leaves while "looking into it". second agent says "sorry code not applied". tell him supervisor said no, tell him he's literally lying. get escalated. supervisor says if email doesnt show up in spam or promotions after 2 weeks it means the order "wasnt eligible because it had a limited supply". i restate how OBVIOUSLY wrong he is, quoting the FAQ page directly, and he again claims some phantom email "follow-up after someone looks into it" will show up in 72 hours. i could probably bet my entire next paycheck that i wont be getting that email.


THIS IS A QUICK EDIT: turns out this all thats needed to make them do their damn jobs. got a manual email from a supervisor just now with my code in it. DONT GIVE UP HOPE, dont give in to despair, through strength of will, we can push through this it seems. hilariously fitting, but also incredibly infuriating

[Raoabolic]

Well, after talking to their CS again they now tell me that the promo has ended and they don't have any keys to give out even if they could. I guess i'll just avoid NA promos and just make sure my wallet has the right item level to buy it outright. /shrug

[ErryK]

i contacted grubhub care on twitter about a week or so ago and received my email today.

[Krotoan]

I was told by a rather honest grubhub employee if you haven't got it by the 1st of jan your not going to get it and that anyone saying anything else is just not wanting to be yelled at/grubhub has told them to placate customers "Apparently at least for me they were able to at least refund my order" So might be worth asking about.

It seems you were, unsurprisingly, lied to so you'd go away:

i contacted grubhub care on twitter about a week or so ago and received my email today.

Keep hounding them people. Get your money back or get your code.