Complaints

This profile includes complaints for Rakuten Canada Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rakuten Canada Inc

  200 - 4881 Yonge Street North York, ON M2N 5X3

• 

  Rakuten Canada Inc

  805 - 90 Eglinton Ave E Toronto, ON M4P 2Y3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:14/02/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 new computers from **** Canada via my Rakuten link on February 14, 2022, during Rakuten’s 14% cashback promotion. I submitted an inquiry through the “Where is my Cashback?” form on their website on February 26, at which time I was advised to wait 45 days. In April, I was advised that they could only offer me $100 (14% cashback should have been $391.72). After much back and forth, I was advised that the reason my cashback had been declined was that Rakuten had “been informed by **** that this order was not placed through ****.ca” and that my purchase was made through another **** entity, either ****.com, **** Outlet, or **** Refurbished Computers. I replied and pointed out that my purchase receipt is from ****.ca and my address is in Canada. ****.com and **** Outlet only ships to the USA, and **** Refurbished only sells refurbished products (I bought new products). After that, Rakuten replied and said that the transactions are confidential and they could not tell me from which mysterious **** entity I had purchased from and that they could not help me any further. I have noticed that they are running the same 14% promotion again this year *** ***** **** ***** ********* **** **** *** **** ***** **** * ****

  Business Response

  Date: 14/02/2023

  This issue was resolved on April 10,2022. **** informed us that this order was placed with **** ****** which excludes earning Cash Back for the purchase. **** did not give us specifics on what happened, but did inform us that they would not be offering any commission for the sale. This can sometimes happen when you contact ****'s customer service for a quote while making your purchase. As we do not have access to that information, we are not able to say for certain.

  As stated in our Terms & Conditions, If an Affiliate Store fails to report a transaction to Company or fails to make payment to Company for any reason, Company reserves the right to cancel the Cash Back associated with that transaction. This information can be found here: https:/******************************************
  

  In April of 2022, we were able to extend a bonus of $100 for any inconvenience this may have caused. Please note, this is the best we could do considering Rakuten earned no commission for this sale. When Rakuten earns a commission, we share that with you, usually 50/50, as Cash Back. If we do not earn a commission, we will have no Cash Back to share with you. 
  Please let us know if there's anything else we can help with. 

  Customer Answer

  Date: 15/02/2023

  
  I am rejecting this response because: it is not possible for a consumer with a Canadian shipping address to purchase from **** ****** (********). In addition, my purchase receipt is from **** Canada. Thus, the reason for rejecting cash back is not valid.
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 17/02/2023

  Today as a one-time courtesy, we were able to add the remaining $291.73 to your account for that order. Please note, the order has been adjusted accordingly as you have already received a $100 bonus. 

  For any future orders with ****, please be aware that using their online chat, getting a quote, or calling them during a purchase can void any Cash Back. Commission is earned for Rakuten when we are seen as an entity that drives the sale. Using a store's customer service can be seen as it was there department that helped close the sale instead of Rakuten. 

   

  Customer Answer

  Date: 17/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for looking into this for me. It is much appreciated.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:26/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a laptop on January 4, 2023 from ****** Canada using the Rakuten app on my phone. At the time, Rakuten was offering 10% cash back for any purchase at ******.ca from the Rakuten App. The cash back was never added to my Rakuten account, and when I reached out for support, Rakuten staff told me that ****** "wasn't paying them commission" and that another site was credited. I called ****** Canada and they told me they can verify the purchase was made at ******.ca, not another site. ** **** ******* ** ** * *** **** ******** ** * ******* ******* ******* ******* *** *************** *** **** ****** ***** ***** ***********

  Business Response

  Date: 26/01/2023

  We're sorry to hear you had this issue. In a review of your case, we were able to verify that when we reached out to ****** regarding this purchase, they informed us that credit for the sale went to another party so they would not pay Rakuten any commission. When we earn a commission, we share that, usually 50/50, with the member as Cash Back. If there is no commission, there will be no Cash Back to share.

  We were also able to verify that on 1/4/23 when this purchase was made, ****** was only offering 6% Cash Back. They did not start offering 10% until 1/15/23. 

  Today as a courtesy, we have added this order to the member's account and at the 10% Cash Back.

  Please let us know if any further assistance is needed. 

   

   

   

  Customer Answer

  Date: 26/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business  and find that this resolution is satisfactory to me.

  And yes that is correct when I look back, it was supposed to be 6%.  I really do think you should follow up with ******, I do not use any third party software, I went to the Rakuten App, clicked the ****** link and completed the purchase, all on my phone.  So their response to you seems very suspicious.  I do appreciate the cash back credit, the 10% was a very kind gesture, *** * **** *** ******* ** ******* **** ******!
  

• Initial Complaint

  Date:04/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a purchase on **** using Rakuten Canada's Black Friday Bonus cash back on Nov 24th, 2022. The order was fulfilled by **** and delivered around December 2nd. However, the cashback promised has been missing for over 40 days. I reached out to Rakuten support and have been sent the exact same message over and over again that the order was never fulfilled. Most recently on December 27th, 2022, I followed up with Rakuten and they mentioned they have reached out to ****. in 3 more days the promised deadline for the original date will be up. Now the date has been pushed onward for another who knows how long. I simply want my promised cashback of 15% delivered. I hope that BBB can help push the process forward.

  Business Response

  Date: 06/01/2023

  Hello Zi,

  We're sorry to hear your had this issue. We were able to look into this and it appears that this inquiry was not sbumitted to **** for review until December 17th, 2022. That means the 45 day maximum wait for a resolution would not have been until January 30th, 2023. 

  Today as a courtesy we were able to add the Cash Back for you. For future orders, if we need to verify a purchase with the store, we will need to wait to hear back from them before we can look into adding Cash Back. 

  Please let us know if you need anything else. 

   

   

  Customer Answer

  Date: 06/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18681191, and find that this resolution is satisfactory to me.
  
  
  

• Initial Complaint

  Date:12/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a laptop using link from Rakuten.ca as they were offering 15% cash back if you purchase from ****** Canada through Rakuten's website. I was excited to availed this offer from Rakuten and I was looking forward to keep using Rakuten for many other shopping needs. I read through their website and make sure to only used the coupon listed at Rakuten to get the 15% cash back. However, Rakuten has reject my request to provide the cash back as promised by mentioning that I have used a coupon not listed on their website, however, ****SALE was ****** default discount during Black Friday on all **** branded laptops and it is not applied or added by me while placing the order. I have explained it to Rakuten customer service team but they have not honored their promise of 15% cash back on this purchase. * ** ******* **** ************ ** * **** *** **** ** ********* ******** *** ** ***** ******* **** *** **** **** ******** ** ***** Details of my order are listed below: Ordered from ****** Canada Order No: ********** Ordered Date: 27 Nov 2022 Item : **** 9i (14” *****) - Storm Grey ********** Purchase Price Details: Sub total: $2,349.99, Instant Savings: -$645.00 eCoupon Savings: -$136.40 ****SALE Cart Threshold Savings: -$100.00 Shipping: FREE HST: $190.92 Total: $1,659.51 Please assist me in getting 15% cash back from Rakuten which is atleast $220 (Net price excluding Hst). ** *** **** ** ******* **** ***** *********** ****** *** ******** ** ***** *** ***** ********* ** *** ******* ******* Thank you ******

  Customer Answer

  Date: 12/12/2022

  I would like to update you that my issue has been resolved. Thanks ******

• Initial Complaint

  Date:11/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The transaction was placed 08/27/2022 and the order number is: *********** The order was for a laptop from ****** Canada for which I paid $1522.42. When I placed the order, Rakuten provided me with a cash back of $20.90 on Aug.30th, however the cash back amount was 9% when I placed the order. When I contacted them and alerted them to their error, they began telling me all the possible reasons why I didn't get the cash back. I provided them with all the information they requested and explained that they did give me a cash back on the order but the amount wasn't correct. After much back and forth for over a month this issue still hasn't been resolved in a fair and just manner. I have all the proof needed and Rakuten Canada needs to honor their commitment.

  Business Response

  Date: 12/10/2022

  As of 10/10/2022, this order has been added at the 9% Cash Back rate as a courtesy. When Rakuten contacted ****** about the Cash Back from this purchase, they informed us that credit for the sale went to a competitor. We attempted to explain this to the member and offer them a bonus for any inconvenience. This was not acceptable to the member and the case was sent to a Member Services Supervisor. On 10/10/22, we informed the member via email that the order was credited to their account as a courtesy even though ****** stated the order was excluded from earning Cash Back with Rakuten.

• Initial Complaint

  Date:05/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rakuten advertised a 15% rebate for purchases done using their mobile app. This offer was available over the aug 27th weekend for any purchases done through select stores. ****** was one of these companies, after completing my purchase on August 27th the order was transmitted and showed as a pending $387.30 rebate from Rakuten to be paid out in November But still showed pending for days after. Checking now the status now shows as $0 With the claim ****** denied the cashback After speaking with ****** support I am being told the order was not denied and has in fact been transmitted to Rakuten.

  Business Response

  Date: 11/09/2024

  Hi *****,

  We are sorry for the delay responded to your complaint. Happily, we are able to see that this was resolved and we were able to add the 15% Cash Back to your account for you. It looks like ****** was finally able to report it to us but with a different rate than you were expecting. We were able to go back in and correct it though and it was applied to your November payment. 

  Please feel free to contact us directly if anything else should come up in the future. 

  Sincerely,

• Initial Complaint

  Date:05/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB, I have been with ****** or Rakuten since 2015, and this time they deacivated my account and refused to give me cash back $12 I earned for the past months. I did not find it out until the past few days, I couldn't login into my account when I was going to make some purchase again. I contacted Rakuten regarding the login issue and the cash back. No one yet response to my emails. It seems that they have deactivated my account for no reason and kept my cash back that I earned from the last couple months. I am totally disappointed and have been loyal to Rakuten for many years. There are other companies that have the same model as Rakuten but yet I am using Rakuten. I hope someone from Rakuten can rectify this issue and explain why rakuten closed my account for NO REASON.

  Business Response

  Date: 06/09/2022

  Our Accounts Team reviewed this and found multiple other accounts linked to this one. This is a violation of our Terms & Conditions that every member agrees to upon becoming a member with Rakuten. Due to the level of abuse regarding this inquiry. Rakuten has ended our relationship with this individual.

  Customer Answer

  Date: 07/09/2022

  **** ******** ********* ****** *** *** ****** *** ******** **** *** **********
  First of all, those related accounts were created YEARS ago when my friends and family were visiting for couple months and they wanted to shop. Therefore, after they returned back to homecountry, those accounts were stopped using. As you can see, these accounts were not active for years! And why you lock my account this year because of that?!
  
  Secondly, we did NOT receive any sign-up bonuses from creating those accounts and shopping through ******/rakuten. You can do your research to find it out! NO ANY BONUS!
  
  At last, you have no right and reason to refuse the cash back I earned in the account I use which were active all these years, even though it is only $12.
  
  Rakuten could have told us years ago, and could have emailed us to tell us those accounts were going to merge into one account because those accounts were treated linked accounts. But rakuten chose to close all accounts without any notice and refuse to pay the cash back earned from shopping trips.
  
  I hope rakuten can listen to my reasons and invesitigate it again. The point is we DID NOT receive bonuses by creating accounts for my visiting family and friends for shopping. All the payments were from our shopping through ebates, and therefore, we deserved it.

  Business Response

  Date: 21/08/2024

  Dear ***,

  Our system detected several accounts sharing the same information as yours and was flagged for review. Upon investigation, several accounts related to yours were found in violation of a number of our Terms & Conditions that were agreed to when signing up. Here are a few:

  If you elect to receive payment via ******, you must provide a valid ****** email address and not use a ****** account associated with another Program Account. A single ****** email address cannot be connected to multiple Program Accounts. https://*******************************************

  We reserve the right to investigate any purchase transactions, referral activity, or interaction with any Company Property that we believe, in our sole discretion, is abusing or has abused the Program.

  We reserve the right to rescind any Cash Back, bar further Cash Back awards and/or bonuses, and/or terminate any Member Account that we believe, in our sole discretion, is abusing or has abused the Program, including, without limitation, by engaging in a pattern of returning products after the corresponding Cash Back has been credited or making fraudulent referrals by creating multiple Accounts.

  Multiple Accounts created under the Refer-A-Friend Program with the same name, address, email address or other identifying feature may be flagged as fraudulent referrals. Any failure to comply with this Agreement, any fraud or abuse relating to the accrual or receipt of Cash Back or other rewards and bonuses, or any misrepresentation of any information furnished to Company by you or anyone acting on your behalf may result in the termination of your Account and forfeiture of any accrued Cash Back rewards.

  If Company has any reason to suspect fraudulent activity is associated with your Account, Company reserves the right to delay or withhold payment of Cash Back. Any suspected or actual cases of fraud activity will be escalated and reviewed in accordance with our fraud process. Company decisions are final. https://*******************************************

  Due to the number of violations, we are not able to activate any accounts and any Cash Back has been forfeited as is agreed to when signing up for our program. 

   

  Customer Answer

  Date: 23/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: I don't like your nonsense. And I do not use rakuten anymore. Leave me alone. After two or three years you give me a response like that? Do better! I don't need it anymore. I am better off without Rakuten!

  
  Sincerely,
  
  ****** **

• Initial Complaint

  Date:05/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Apr. 15, 2022, I purchased a couch and love seat from ****** *** ******* online. The amount of the purchase was $5199.98. According to Rakuten's website, the purchase entitled me to 5% cash back. I linked to the ****** *** website after logging in to my Rakuten account. Both Rakuten and ****** *** ******* have a record of the purchase. I have since made numerous inquires into the status of my cash back. Today, I was informed that Rakuten is reneging on their promise to pay. Rakuten says ********* *** has been unable to verify this purchase as being eligible for Rakuten credit. No further explanation. Instead, Rakuten offered me "a 100$ promotional bonus" if I used their website for another purchase. 5% of %5199.98 is $259.99. Please, BBB, encourage Rakuten to pay their bills and keep their promises. I wouldn't have purchased the furniture through Rakuten and *** if it were not for the %5 cash back Rakuten promised. At the time of my purchase, Rakuten promised 5% cash back for *** purchases. My purchases were logged by the Rakuten site and I have subsequently confirmed the purchase with Rakuten by copying them the online receipt.

  Business Response

  Date: 06/09/2022

  The *** ********* **** was unable to verify this purchase as being eligible for Cash Back after a direct inquiry to them. As a courtesy, Rakuten was able to add the Cash Back for this member.

  Customer Answer

  Date: 06/09/2022

  Resolved
  

• Initial Complaint

  Date:05/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The amount of the cash back shown in my Rakuten.ca account is incorrect. I placed two orders through Rakuten.ca on the *** ***** on August 27th and 29th. During these days, there should be 15% cash back for the *** ***** as displayed on the Rakuten website. But there was only around 4.3% cash back for each order shown in my account. Cash back needs to be updated as soon as possible.

  Customer Answer

  Date: 06/09/2022

  *********** ***********
  Rakuten has just terminated my account saying that there're ineligible order activity in my account as reported by the merchant. In this way, I lost all my current and eligible cash back money. I'm also confused about the ineligible order activity that they were referring to and that agent closed the ticket regardless my situation. I've been having an extremely unpleasant experience with them.
  *** **************** ****************************************

  Business Response

  Date: 07/09/2022

  While investigating this possible reporting issue, this user's account was flagged for abuse of our Terms & Conditions. There are numerous orders that have been returned after the purchase. Our Risk Analyst team has reviewed all the data and will be suspending this user's account indefinetely.
  
  Any cases where this merchant may have incorrectly reported the Cash Back have been recorded and Rakuten will follow up internally.

  Customer Answer

  Date: 08/09/2022

  **** ******** ********* ****** *** *** ****** *** ******** **** *** **********
  Since the merchant has the return policy clearly stated in their website, there are 30 days free return for all orders. I don't understand why it is wrong to return something that doesn't fit me after I tried it. And also, although I placed these returned orders through Rakuten, I didn't actually receive those cash back money for the orders I returned. Please explain clearly to me that why this is abuse of your terms and conditions for returning some orders. And according to your website, the cash back for the returned orders will be automatically deducted from the cash back balance. I'd appreciate it if you could give me an explanation. From my point of view, it is unreasonable to suspend my account indefinitely. Would it be possible to just clear the cash back balance from the merchant and resume my account?

  Business Response

  Date: 21/08/2024

  Dear ****,

  Our system flagged your account for review. Upon investigation, our findings indicated several violations of our Terms & Conditions that were agreed to when signing up with Rakuten. 

  We reserve the right to investigate any purchase transactions, referral activity, or interaction with any Company Property that we believe, in our sole discretion, is abusing or has abused the Program.

  We reserve the right to rescind any Cash Back, bar further Cash Back awards and/or bonuses, and/or terminate any Member Account that we believe, in our sole discretion, is abusing or has abused the Program, including, without limitation, by engaging in a pattern of returning products after the corresponding Cash Back has been credited or making fraudulent referrals by creating multiple Accounts.

  Multiple Accounts created under the Refer-A-Friend Program with the same name, address, email address or other identifying feature may be flagged as fraudulent referrals. Any failure to comply with this Agreement, any fraud or abuse relating to the accrual or receipt of Cash Back or other rewards and bonuses, or any misrepresentation of any information furnished to Company by you or anyone acting on your behalf may result in the termination of your Account and forfeiture of any accrued Cash Back rewards.

  If Company has any reason to suspect fraudulent activity is associated with your Account, Company reserves the right to delay or withhold payment of Cash Back. Any suspected or actual cases of fraud activity will be escalated and reviewed in accordance with our fraud process.

  Company decisions are final.

  https://******************************************* 

  Due to the number of violations, your account was closed and any Cash Back has been forfeited as agreed to when acknowledging our Terms & Conditions for being a part of our program.  

• Initial Complaint

  Date:14/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business unilaterally cancelled my account (with $90 remaining balance) with no further explaination or follow-up. Multiple-time of request of communication were made but never received update from the business. Member Id : ******* ****** ****** ************************

  Business Response

  Date: 14/07/2022

  We were able to review this issue and resolve it with the consumer via email. The consumer was informed on March 5th, 2022 via email about a violation of our Terms and Conditions that needed to be rectified with no response. As the violation was not corrected, our system deactivated the account as is standard procedure.