The GrubHub promo problems

[Arillyn]

I just received my code. For anyone who's still waiting and who is 100% sure that the code was applied to the order, what worked for me after several failed attempts with the customer service:

1) Call customer service. Do not contact them by chat or email.

2) Be clear that you know what you're talking about because many of them will come up with random bs about you having to keep on waiting, that they can't check whether you applied the code, that you ordered too late, that supplies ran out etc. Worse case scenario they might hang up on you (1 did for me, and I was being very polite, but standing my ground). First of all, they can definitely verify whether the code was applied or not. Second they have published themselves a short FAQ that says explicitly everyone who applied the code during the promotion will get the code and if you don't you should reach out to them.

This is the link, scroll down:

https://lp.grubhub.com/gameawards/?u...ent=gameawards

3) If they offer you a reimbursement, decline it. Be clear that all you're asking for, is getting the emote. Ask (politely) to talk with a manager. In my case, the customer service person immediately transferred me to their supervisor, without me asking, after I turned down the refund. They're trying everything they can to have people drop the case as much as possible because it's extra work for them.

4) Explain to the manager that you just want the code and if they don't offer it by themselves, ask them to escalate your case to the relevant department (the promotions one) so that they can address your case. The manager should be able to provide you with an internal case number.

I received my emote code ~2 days after I did the above.

But please remember, keep it civil. It's not the customer service people who have massively fucked up here, but the people who failed to organize this promotion. Grubhub should clearly have given them instructions to just escalate the case to the relevant department and call it a day instead of coming up with whatever nonsense they can to get rid of people.

I did all this in the afternoon of this past Friday. It worked and I got my code in the email the next day. Thanks for posing this info. Was super helpful!!

[Eriane_Elis]

I was able to get my code in the end. I contacted them today, the rep knew what I was talking about and said I'll get an email between 24-48hrs from the marketing team. (I used the web chat) A few hours later I received the code by e-mail and it worked.

Grubhub finally came through. Thank goodness.

Edit: Like others, I spoke with them 3 times over the past month. It's always good to screencap and keep chat logs just in case. I don't call because there's no recorded proof.

[Minsue]

i'll try recontacting them again I maybe fudged since the last time the employee said I'll just refund you which I assume probably voids the promo

[Aethen]

i'll try recontacting them again I maybe fudged since the last time the employee said I'll just refund you which I assume probably voids the promo

Yes, if you ask for or accept a refund, you give up on the emote. If you already got the refund then it's too late.

[Doki]

Like others have mentioned here, I messaged the Grubhub Customer Care Twitter with my open ticket number and explained it had been nearly a month with no resolution, and the following day I had the code in my email. I hope SE figures out a better process for all this, but given how poorly they handle the SE Store statues and collector's editions, I doubt it.

[Kilana]

Hi! I've just kind of silently been watching everything unfold. I was one of the unfortunate people to not receive the emote on the 17th. I messaged them that day and like everyone else they told me to wait for two weeks. I told them I'd be back. A few days ago I messaged them something else. I gave them a huge paragraph to which the first rep left. The second rep only apologized. The third rep also apologized and asked for a follow-up email. This was around the 5th. Today on the 8th I checked my email and in the regular tab I had a emote waiting for me. Still waiting for it to pop up in-game, but after many weeks I finally got it.

[ConcernedPerson]

As I previously explained, the Grubhub supervisors whom my spouse and I spoke with said we would not be receiving the emote if we did not get it in the original rollout. They said that because the technological error during check-out was manually altered by them, that we did not qualify. They offered us the full refund on both orders. We took the refund. They were very clear that there would be no emote. So, I do feel salty seeing others get theirs late now. We never got them. This whole thing still reeks of a scam to me, and I remain weary of taking part in any future crossover campaigns since FFXIV was utterly unhelpful during it all. We contacted them nearly a dozen times. Alas.

[Lolli282]

….I remain weary of taking part in any future crossover campaigns since FFXIV was utterly unhelpful during it all. We contacted them nearly a dozen times. Alas.

Oh I will never do business with them again - despite both my characters getting their emotes (one on 12/17, one late) it was waaay too much trouble getting what I was promised.

When one associate said I would hear from a supervisor I never did - it was the Twitter team that got it done for me.

[Rowyne]

As I previously explained, the Grubhub supervisors whom my spouse and I spoke with said we would not be receiving the emote if we did not get it in the original rollout. They said that because the technological error during check-out was manually altered by them, that we did not qualify. They offered us the full refund on both orders. We took the refund. They were very clear that there would be no emote. So, I do feel salty seeing others get theirs late now. We never got them. This whole thing still reeks of a scam to me, and I remain weary of taking part in any future crossover campaigns since FFXIV was utterly unhelpful during it all. We contacted them nearly a dozen times. Alas.

You have every right to be salty. I would be, too.

I've been following this forum thread and some reddit posts, and what's really troubling about this is that it's not just one or two people with accounts like yours. It's a LOT. The rule of thumb in these situations is jump on it right away. But, unfortunately, it seems a lot of people who did were told whatever would placate them (whether it was true or not). And when a company offers you a refund, that's usually their last resort. I'm sure I would have taken it, had I been in your shoes, also.

My husband and I were lucky to get our codes, but I wasn't hopeful since we waited so long. For once, it seems the fact I'm late for everything worked out (*smirk*). But I did have to push past some misinformation. If I hadn't first read all these experiences, I wouldn't have been so ready to stand my ground.

It's really too bad, our meal and delivery experience was excellent. But I'm loathe to do business with a company that makes me question their ethics. As others have said, the customer service reps should have been automatically creating tickets and escalating the issue on to supervisors, not telling customers flat out lies. Now some people will never get their emotes.

[TMW001]

Been over a month still nothing and from what I am seeing folks are going as far as twitter for these I'm not gonna bother this whole thing was a blowout for me and I may never do a NA event ever again especially when they want you to buy another companies product or service I will just wait it out and pray it hits the Mogshop.