The GrubHub promo problems

[Aerilon]

UPDATE TL;DR - I GOT THE CODE

OK! So after calling several times it boiled down to this. You have to wait 2 weeks from your date of purchase. After that a SUPERVISOR can "escalate" your case to a special team in order review your purchase and issue you a code.

From the 3 different supervisors I spoke with and one e-mailed me this you QUALIFY if
1. You purchased with the code DURING the event period.
2. There was NO error pop up when the code was used.

If you submitted the code, and it doesn't show on your receipt its because there was no monetary value associated with it because all the free deliveries had been used. THEY CAN STILL VERIFY IT WAS USED.

After waiting the 2 weeks I escalated my ticket via speaking to a supervisor who said give it 72 hours for them to review and e-mail me. They emailed my code within 48 hours.

Patience was tested, and prevailed. Square stop doing this awful events.

Thanks for coming to my Ted Talk.

[VerdeLuck]

Still waiting, I talked to a supervisor a week ago who opened a ticket. Talked to a special team member today who said that they escalated my ticket despite a previous rep saying they escalated it already. Was given the same "come back in 48 hours" line I've heard 4 times already.
I have my doubts they're actually doing anything, just seeing who they can get to drop this by making it way more effort than it's worth.

[niftyqt]

UPDATE TL;DR - I GOT THE CODE

OK! So after calling several times it boiled down to this. You have to wait 2 weeks from your date of purchase. After that a SUPERVISOR can "escalate" your case to a special team in order review your purchase and issue you a code.

From the 3 different supervisors I spoke with and one e-mailed me this you QUALIFY if
1. You purchased with the code DURING the event period.
2. There was NO error pop up when the code was used.

If you submitted the code, and it doesn't show on your receipt its because there was no monetary value associated with it because all the free deliveries had been used. THEY CAN STILL VERIFY IT WAS USED.

After waiting the 2 weeks I escalated my ticket via speaking to a supervisor who said give it 72 hours for them to review and e-mail me. They emailed my code within 48 hours.

Patience was tested, and prevailed. Square stop doing this awful events.

Thanks for coming to my Ted Talk.

Omg. Are you serious?? Man seeing all these latest posts got me excited so Ichecked my email but alas, still nothing. Maybe I will try contacting them a 5th time.... idk.

[Minsue]

Got told there issuing me a refund now grubhub is saying because I got a refund no code had I not got a refund after the date they said I'd for sure have code I'd of got my code today but my refund 3 weeks after not even getting my food or code now out in the cold at this stage I'd probably say ask for a refund cause there not gana give codes.

[niftyqt]

Ok I did the thing.

"Thank you very much Niftyqt. I have escalated this situation and a supervisor will be contacting you within the next 48 to 72 hours."

Ok, it's looking promising! * fingers crossed *

[PaladinsOath]

After waiting two weeks for the code, I just decided to wait the rest of the month for the code, never got it contacted Grubhub care's twitter left some messages, then went into to chat one more time to let them know and was told I would receive and e-mail about the issue
but Grubhub also gave me a $15 off coupon, took about 3 days to get the e-mail with the code.

[niftyqt]

Ok I did the thing.

"Thank you very much Niftyqt. I have escalated this situation and a supervisor will be contacting you within the next 48 to 72 hours."

Ok, it's looking promising! * fingers crossed *

It's a miracle!!! I received my code today, 5 days after (3 business days).

[Velvet_Sorbae]

Update: I have received my code.

I have been messaging grubhub via e-mail every few days since the two week period (I did an initial e-mail from the date of purchase, Dec 12th) and continued on, adding in latter messages that it has now been 2 weeks since codes were supposed to be distributed (17th). My most recent e-mail was escalated, but GH told me, "you didn't apply the endwalker code, we had to do it on our end" to which I responded that I used the promotional page, received no errors, and was told multiple times by support that the code was put in properly. They escalated my e-mail once more. I was afraid I was going to be stuck in a loop of "check your email folders/just wait." once more. I was planning to make a twitter account today and try contacting them that way, as it sounds like others have had better results with the twitter side.

However, just this evening, I was sent an email containing the emote code.

This promotion has been a massive mess, but definitely do keep being persistent.

[OracleLunaFaye]

Update, code finally received.

4 weeks after my order, 5 chat sessions, and 3 emails later, I finally got my eat pizza emote code.

That doesn't change the fact that this was one of the worst promos I have ever seen. Grubhub had terrible communication to both their customers and even their own service reps. I sincerely hope SE never does another promo with Grubhub.

[Aethen]

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.