The GrubHub promo problems

[TMW001]

Seems that Grubhub dropped the ball hard here.

Yeah and the ball dug down to the center of the planet.

[Fenshire]

I really wish the whole Grubhub issue would be addressed by Square. It’s a very bad look for them. :/

[Yahallo]

I really wish the whole Grubhub issue would be addressed by Square. It’s a very bad look for them. :/

I think the logic is that it would make them look even worse to other companies that they would like to work with if they threw Grubhub under the bus. As bad as it currently looks to us, they likely care more about how they look to other companies.

Again, to people who are not getting the code and are being told by Grubhub that they are not getting the code. Unless you are willing to wait to see if you get lucky and get the code somewhere the line, I would ask for a refund and if the CS rep says no, escalate it. Failing that, threaten them with a chargeback.

[Tanis_Ebonhart]

I really wish the whole Grubhub issue would be addressed by Square. It’s a very bad look for them. :/

I'm sure that there are some people over at Square that aren't happy with the situation. I hope that means they're in talks with Grubhub or will cut them off from future promotions. After all, Square said that there would be unlimited codes for the time period of the event. So running out isn't what happened. Grubhub messed up and either didn't ask for enough codes or just didn't care.

[Titor]

I have still not received my code, despite a Grubhub Rep saying i'd get it later that day (a few weeks ago). Very disappointing.

[Doki]

Got an email today that I've seen other people mention getting:
"Thank you for reaching out about our promotion with Final Fantasy XIV Online ENDWALKER. We can confirm that you placed a qualifying order during the promotional period. We're working on getting this resolved for you. Please be on the lookout for an email with additional information from us. Please keep in mind that an email from us could end up in your Spam/Junk or your Promotional folder. Thank you for your patience and understanding!"
That was around 1:30pm so I guess I'll just wait some more. Def hasn't been spam blocked... I'm the sysadmin of my domain lol

[FalafelJ]

I have been chatting in to GrubHub every two weeks because I keep getting promised a follow up email and I'm not getting it. The thing I've learned is that GrubHub has told it's employees zero information about what is going on. Every chat has been different information, but always leads too we'll escalated this to a department that I'm sure is flooded with tickets. The last person I talked to confirmed that I am on the email list to get the promo code, but there is some kind of delay. All these poor employees know is what the promo fine print said.

[spurious_correlator]

I bought Grubhub to get myself the emote, and Venmoed my friend money for Grubhub so they could get the emote too as an early Christmas present. Neither of us received emotes. Grubhub customer support has been zero assistance and whatever scripts they've been given do not align with the FAQ.

If the goal was to enable scalpers to sell emotes on ebay for $75 then this offer was a great success, but otherwise please offer some clarification or an alternate route to get the codes.

[niftyqt]

I decided to reach out to FFXIV support to make sure our voices are heard. Kind of annoyed by the way they handled it, but hopefully this helps. I would strongly recommend you guys contact them through Chat Support as well.

Since the chat support wasn't available over the weekend, I started out with the e-mail option, to which they responded:

"Thank you for contacting the Square Enix team. We apologize for any inconvenience that you might of encountered.

Unfortunately, you will have to contact us through our chat support. Please have the GrubHub order number and a picture of the receipt ready. We are unavailable to view images through the email support service."

I had to wait until today (Monday) at 9am PST to start a chat support with them, just to get told:

"Unfortunately since this promotion is exclusive from GRUBHUB We do not have access to who qualified or not, or who was sent the code or which emails, etc.. also we do not carry any codes that we could assist with. I will recommend to contact Grub Hub since the deadline already passed."

The reason I contacted them was because Grubhub support (after 4 contact attempts) told me they lied about the code being applied to my account and that I would never receive the ingame code... Great. I ended the chat by suggesting adding the Pizza Emote to the online FFXIV store, and strongly advised not to do business with Grubhub ever again.

[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."