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FAQs

Have a question about the Platinum Club?  Browse our frequently asked questions for more information.

All other questions or concerns can be answered by contacting our Platinum Club Help Desk at 800-326-5961 ext 220 or via e-mail at platinum@eddiemerlots.com, available from 8:00 a.m. - 5:00 p.m. Monday - Thursday and 8:00 a.m. - 12:00 p.m. Friday, Eastern Daylight Time.

Why is my spouse is not receiving their birthday offer?

The Platinum Club is an individual account. Only one person can be assigned to a Platinum Club account. Your spouse can apply for their own account; however, to receive any benefits such as birthdays and stay active, the account must have dining activity every 12 months or it will be automatically deactivated.

My Platinum Club profile is not correct. How do I update it?

Access your Platinum account (Eddie Merlot’s Home Page/Platinum Club/Check Rewards. If you cannot access your account online, our Platinum Club help desk can assist you at 800-326-5961 ext. 220 or via e-mail at platinum@eddiemerlots.com, available from 8:00 a.m. - 5:00 p.m. Monday - Thursday and 8:00 a.m. - 12:00 p.m. Friday, Eastern Daylight Time.

When can I redeem my birthday or anniversary award at Eddie Merlot’s?

You can redeem your award 30 days prior, the date of the event, and 30 days after. To redeem a birthday or anniversary award your Platinum Club account must be current with dining activity within the prior 12 months. We cannot honor any variances or make exceptions.

Why did I not receive my birthday or anniversary card in the mail?

All Platinum Club account information is being provided via email to the email address on file. Your Platinum Club account needs a current email address for you to receive this type of information.

Why do my points not match my charges from my visit?

Please remember, Platinum Club members earn one (1) point, Diamond Level members earn one and a quarter (1.25) points, and Black Level members earn one and a half (1.5) points for every dollar spent on food and non-alcoholic beverages, except where allowed by law for alcohol, sales tax and gratuities do not apply. Business First Private Dining earns half of their normal points point for every dollar spent on food and non-alcoholic beverages, except where allowed by law for alcohol, sales tax and gratuities do not apply.

I am missing points from a prior visit. How can I have them added to my account?

As long as you are an active Platinum Club member, we can add points from previous visits, if the dates are after you were assigned a Platinum Club account number. We do need specific information to assist you properly:

  • Information from your receipt, including the restaurant location, date of the visit, guest check number, total amount of the guest check.
  • If you do not have the guest check number and you paid with a credit card, we will need the location, date, the type of credit card (Amex, Visa, etc.), total of your check before gratuity and the total after gratuity. We do not need you credit card number.
  • You can e-mail scanned receipts to platinum@eddiemerlots.com and request points to be added to your account. Please remember to include your name and Platinum Club account number in your e-mail.
  • Requests can be submitted by telephone at 800-326-5961 ext 220 Monday – Friday 8:00 AM to 5:00 PM EST. After these hours, please leave a voice message and we will assist you on the next business day.
  • Please include the account name and number in all correspondence about your Platinum Club account.
  • Please remember, Platinum Club members earn one (1) point, Diamond Level members earn one and a quarter (1.25) points, and Black Level members earn one and a half (1.5) points for every dollar spent on food and non-alcoholic beverages, except where allowed by law for alcohol, sales tax and gratuities do not apply. Just providing us the total of your guest check does not provide enough information to assist you.
Can I add points to my Platinum Club account from visits before I signed up for my Platinum Club acc

Unfortunately, points from visits before becoming a Platinum Club member cannot be added to your account. This is outlined in the Platinum Club Rules section.

Why can I not access my account on of the Eddie Merlot’s web page?

Please check the entry of your account number to ensure you entered it correctly. Our Platinum Club help desk will be happy to assist you at 800-326-5961 ext 220 Monday – Friday from 8:00 AM – 5:00 PM EST or via e-mail platinum@eddiemerlots.com.

How do I check the points balance on my Platinum Club account?

From the Eddie Merlot’s Home page navigate to the Platinum Club page and click on Check Your Platinum Rewards here. Enter your 14 digit Platinum Club account number. *The first time you access your account online, you will be asked to enter your account number.

All other questions or concerns can be answered by contacting our Platinum Club Help Desk at 800-326-5961 ext 220 or via e-mail at platinum@eddiemerlots.com.

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