GEN Loyalty Support
Questions about your GEN Loyalty account, points, rewards, or membership? Email us at support@genbbqoffice.com and we’ll get back to you. You can also call (562) 356-9929.
This page is a short support guide. If anything here differs from the Program Terms or Privacy Policy, those documents control.
Frequently asked questions
How do I earn GPoints?
The base earn rate is 1 GPoint per $1 of eligible spend (the food subtotal after discounts). Eligible spend does not include tax, tip, or shipping. For dine-in claims, we also exclude surcharge and service fees when we can identify them on the order. Free, Black, and Platinum earn at 1x; Diamond earns at 2x.
For dine-in visits, claim your receipt in the App by scanning or typing the order number and selecting the restaurant. A receipt must be claimed within 7 days of the visit (the order date). Each qualifying order can be claimed only once.
Paid orders at The GEN Shop (thegenshop.com), including To-Go pickup and shipped Shop orders, may earn GPoints automatically when the order is reported to us as paid. We match the order to your account by a member identifier on the order, if present, or by a unique match of the checkout phone number to one active member. If the phone number does not uniquely match an active account, the order will not earn points automatically, and there is no separate receipt-claim path for Shop orders.
Buying a gift card — whether in a restaurant, on The GEN Shop, or on genkoreanbbq.com — does not earn GPoints. Paying for eligible food with a gift card still earns GPoints on the eligible food spend.
How do I redeem rewards?
You may redeem GPoints for rewards listed in the App. Item rewards are redeemed in the restaurant: when you redeem, the App issues a code that is valid for 5 minutes. If the code expires unused, the GPoints are not returned.
Rewards may be combined with other offers. You may use one reward of each type on a visit — for example, one welcome offer, one points reward from the catalog, and one free-boba perk. You may not use two rewards of the same type on the same visit. A reward has no cash value, cannot reduce an order below $0, and unused value is not paid out as cash back or credit.
How do paid tiers work?
GEN Loyalty has four tiers: Free, Black, Platinum, and Diamond. Black, Platinum, and Diamond are paid subscriptions billed monthly or annually through Payarc (annual pricing is 10 times the monthly price, equal to two months free). They auto-renew at the end of each period unless you cancel in the App. If you cancel, you generally keep the paid tier until the end of the current paid period, then return to Free. We do not remove GPoints solely because a subscription ends. The App shows the price in effect at checkout.
My receipt claim didn’t work?
Email support@genbbqoffice.com with the restaurant, the date of your visit, and the order number from your receipt, or call (562) 356-9929. Dine-in claims in the App use the order number; we do not keep a receipt photo in our systems.
Delete your account
You can delete your account anytime in the App: go to Account, then Privacy & Security, and choose Delete Account. Phone verification is required.
You may also request deletion by emailing support@genbbqoffice.com, calling (562) 356-9929, or writing to us at 11480 South St. Ste. 205, Cerritos, CA 90703. We may verify your request by matching information you provide, such as your email and phone number, against our records.
If you have a paid membership, we cancel it immediately with no refund. Remaining GPoints are zeroed and are not paid out. We clear your name, email, phone, and date of birth from the member profile and mark the account deleted. Some records — including claim, ledger, order, billing, consent, and similar records — may be retained as described in the Privacy Policy, for purposes such as tax, accounting, fraud prevention, and dispute resolution.
Related terms
For the full Program rules, privacy practices, and text-message terms, see: