ComplaintsforRakuten

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rakuten offered 11% cash back on Best Buy for an item I purchased. I have screenshots from when I purchased the item because I'm a skeptical person. The item costed $799.99 and Rakuten gave me $8, which isn't even close to 11%. Seems like lots of others are having this problem with Rakuten as well.

  

  Business response

  07/24/2024

  Hi *****,
   
  We regret any confusion regarding this Cash Back Boost offer. As a one-time courtesy, we have made an adjustment for an additional 10% Cash Back of $79.99, for a total of 11% Cash Back.
   
  You can view this in your Cash Back Balance page, at the bottom under Adjustments, here: ******************************************************
   
  No additional adjustments will be added for this Cash Back Boost promotion.
   
  We appreciate your understanding.

  Customer response

  07/24/2024

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Missing cash back on 5 Rakuten promotions as listed below: ... [Rakuten order number - date of purchase - merchant - % back - purchase amount] ... 4962917350 - 4/5 - Viator (tour/ticket) - 10% - 167.30 ... 4971372590 - 4/11 - ********* ********* 7% - 491.86 ... 4978352229 - 4/16 - ***** ********* 4% - 85.08 ... 4978351934 - 4/16 - ******** ********* 3% - 172.43 ... ********** - 7/9 - **** (shoes) - 10%? - 128.06 ... I would also appreciate any information why these transactions were not already added, and if anything can be done to avoid that in the future.Thank you

  

  Business response

  07/24/2024

  Hi ****,
  
  Rakuten has yet to receive credit for this Priceline order, but we went ahead and added the Cash Back for this purchase to your account.
  
  Please note that for future Cash Back inquiries, we may need to submit them to the store for review, which can take a little while to resolve.
  
  To ensure all future Cash Back posts to your account automatically, please check out the following links:
  
  **********************************************************************************
  
  ***********************************************************************************
  

  Customer response

  07/24/2024

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I signed up to Rakuten using a referral link of a youtuber (Pokemon Doctor). This youtuber and Rakuten promised that if I sign up using this link I will receive $30 cash back on my first order as long as it is $30 or more. I then checked out on ******* through Rakuten with the following order details:******* Order# *******-26045363 1 Item: Pokemon Trading Card Games SA12.5 Crown Zenith Premium Shiny Figure Box - Zacian $*****/ea Qty:1 Shipping: Free Tax: $2.81 Total: $47.77 Payment Method: PayPal: *********************** Order Date: Thursday, July 11th, 2024 I have contacted customer support through ********************** but I believe I have only received automated responses from them (very unprofessional). I believe I met all the requirements for the bonus, and would like my $30 cash back. I also want a response from an actual employee who works for Rakuten to speak on be half of them on why this is, because this shouldn't be happening to me or anybody else for that matter.Additional Rakuten order details:First Name: ***** Last Name: ******** Store: ******* Network: Impact Radius Order Number: *************** Order Date: 2024-07-11 Amount: ***** Store Type: online Shopping Trip: ********** Rakuten account email: ************************** I will also add screenshots of the emails I have from Rakuten themselves telling me that I have received said bonus.Thank you for understanding, and hopefully with your help we can resolve this peacefully.

  

  Business response

  07/17/2024

  Hi There, 

  Thank you for contacting Rakuten. Your account has just been sent over to our Account Specialists for further review. We will be in touch with you as soon as we have more information to pass along to you in regard to your Welcome Bonus. 
  
  Thank you for your patience and understanding. 

  Customer response

  07/17/2024

  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  07/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed a order with **** and was supposed to receive cashback of 12% from the order. When I contacted support I kept being told to wait for the cashback to come for months. I'm now being told that **** never sent out payment to Rakuten that the order happened and to contact ****. **** says to contact Rakuten. The order is no longer visible on Rakuten's shopping trip page. I still have the receipt of my order and should have received about $84 for the order which never happened.

  

  Business response

  07/17/2024

  Hi Valued Member, 

  Our records show that we reached out to **** and did not hear back within 45 days about this Cash Back. I see that we previously added a $50 to your Rakuten account for this issue. We've now added the rest of this Cash Back to your Rakuten account as an account adjustment. This adjustment will show towards the very bottom of your Cash Back Balance page within the next 24 hours. 
  

  Sincerely, 

  Customer response

  07/18/2024

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Rakuten, a cash back and shopping rewards site, regarding their failure to fulfill a promised cash back offer.On July 13, I made a purchase through Rakuten for NordVPN, which was advertised with a 90% cash back offer. I carefully followed all the steps and conditions outlined by Rakuten to ensure my purchase would qualify for this cash back offer. However, after completing my order, I did not receive any cash back as promised.I reached out to Rakutens customer support team via email on July 15 to inquire about the missing cash back. To my dismay, I received a response stating that my order was not eligible for cash back, without providing any clear explanation or valid reason for this decision.This experience has left me feeling frustrated and misled. I believe Rakutens practices are deceptive and do not align with the claims they make to attract customers. Such conduct undermines consumer trust and can be considered a scam. I have attached all relevant documentation, including screenshots of the offer, my purchase confirmation, and correspondence with Rakutens customer support team.I am seeking the ********************* assistance in addressing this issue. Specifically, I request the following actions:1.An investigation into Rakutens practices regarding their cash back offers.2.A resolution that includes honoring the 90% cash back offer as advertised for my NordVPN purchase.3.Steps to ensure that Rakuten improves their transparency and communication regarding eligibility for cash back offers to prevent similar issues for other consumers.Thank you for your time and attention to this matter. I look forward to your prompt response and assistance in resolving this issue.Sincerely,*****************

  

  Business response

  07/17/2024

  Hi ******,
  
  Thank you for your email. As a courtesy to a Valued Member, we have added this order to your account. Cash Back is not available on NordPass. This information can be found on our NordVPN page under Cash Back Terms: **********************************************
   
  For future purchases, visit the Rakuten store page each time you shop to view any exclusions, special terms, or tiered offers.
  
  Sincerely, 

  Customer response

  07/17/2024

  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive used this company since 2019 and they use to be great. But these past few years they have gone downhill. Now Im missing points for transactions and I can never get a hold of anyone! All the responses to my emails are generic replies stating a supervisor will get back to me, yet they NEVER DO. They still owe me from purchases Ive made months ago!!! The phone number I call says to leave a message through the app. WHAT A JOKE!!! They just completely ignore their customers! Who owns this company? I think theyve become a scam!

  

  Business response

  07/15/2024

  Hi *****, 

  Our records show that we've responded to each of the inquiries that we've received from the email address associated with your Rakuten account. 
  
  ********************** relies on the stores that you shop with to report Cash Back to us for eligible purchases. If Cash Back is not reported to us, you must send us the details of your order so that we can investigate as your orders are secure transactions between you and the merchants.
  
  The fastest and easiest way to send us your order details so we can investigate missing Cash Back is by using our Missing Cash Back form, located here: *********************************************************
  
  We regret any inconvenience this may cause.
  
  Sincerely, 

  Customer response

  07/16/2024

   
  Complaint: 21985667
  
  I am rejecting this response because:
  
  HAHA the only responses I received were GENERIC that stated someone will get back to me. No one did!! I just made a purchase to **** through your app so please tell me why I need to resend you details of my purchase?? You should have them in front of you already! Isnt that the whole point of using the app? 
  
  ************

  

  Business response

  07/23/2024

  Hello Cee, 

  We do not have access to your order details. Please be aware, only select departments can earn Cash Back at **** through Rakuten. You can view the current categories here: ***************************************

  If an order is missing from your account, please reach out to us at rakuten.com/help for assistance. 

  Customer response

  07/23/2024

   
  Complaint: 21985667
  
  I am rejecting this response because: I have written to them on the app NUMEROUS times asking them where my credit is and all I get is a generic response that states they are experiencing a large volume of inquiries and someone will get back to me shortly. But no one does. I placed my order through their app for **** on July 8th. It is now July 24th. You mean to tell me the LARGE VOLUME OF INQUIRIES hasnt died down yet?? lol! Theyre full of it!! AND THEY SHOULD HAVE MY INFORMATION BECAUSE I PLACED MY ORDER DIRECTLY THROUGH THEIR APP. KEEP THIS COMPLAINT OPEN. I THINK THEY HAVE BECOME A SCAM! 
  
  Sincerely,
  
  ************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I heard about Rakuten from a friend and decided to give it a try. I chose to spend hundreds of dollars on Rakuten because of the appealing cashback incentives they were showing me. They convinced me to spend with them at various stores. On the website it says it may take 1-3 days for a store to confirm transactions, and I have added all receipts and Rakuten still has not confirmed roughly ***** AMEX membership points on my account. This is not okay and is misleading business tactics. If I had known they would withold points or mislead me about how long it wil take to have them confirmed I would never have spent money with Rakuten.

  

  Business response

  07/15/2024

  Hello Jourdan,
  
  Your August payment will include all of your Cash Back that is confirmed eligible for payment (currently ***** points). The amount of your August payment may increase as more orders become confirmed eligible for payment.
  
  The time it takes for Cash Back to be confirmed depends on several factors, including the store, store policy, reporting schedule, exclusions and returns.
  
  Your November payment will include orders that have been confirmed after the August payment cut off and prior to the November cut off date.
  
  Once confirmed, your Cash Back will always be included in your next payment (unless of course you return it or it contains excluded items).
  
  Upon review, some of your orders will not be confirmed until after the August payment.
  
  Find more information about payments at **************************************************************************************************************************

  Customer response

  07/15/2024

  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had referred a person using Rakuten referral link and was promised 30 dollar for the referral . My referred person bought the stuff using the referral link but Rakuten is denying paying me money for referral . Even my referral gor no money for using their platform . All this happened on Jul 06th . The customer care ********* was rude and not at al helpful when we asked for this .

  

  Business response

  07/10/2024

  Hello Mohit,
   
  Our records indicate that your referral did not make a qualified purchase within 90 days of their sign-up date. This caused the referral bonus to expire. Often a member will visit Rakuten, start an account and then not use it again for many months or even years. As we do not close accounts until a member asks us to, this causes accounts to be open and not used.

  Customer response

  07/11/2024

   
  Complaint: 21963375
  
  I am rejecting this response because: the person whom I referred to has a new account on ********************** and used email  link which I sent on 6 th of July . Hence I do not agree with this resolution and feel that I have not been rewarded by the promotion of Rakuten . Neither I nor the referred person has ever got a bonus from Rakuten . Its unfortunate that Rakuten would make up such excuses and countless negative reviews of the platform on ****** for Rakuten Canada perhaps shows that I am not the only one who has been misled by your promotions . 
  

  I see this as a consumer right issue and would request Rakuten to take corrective action to correct this mistake at its end . 

  
  Sincerely,
  
  ***********************

  

  Business response

  07/15/2024

  Hello,

  We're sorry to see that you're having issues with your referral bonus. As advised, this referral did not place a qualifying order within the first 90 days of account creation. That is the only information on their account that we can release to you, as you're not the holder of that account. We can only discuss specific account details with the account holder. Please have them email us at this email address so that we can better explain the situation to her, which she can then share with you if she chooses to. We regret any inconvenience this may cause you, and appreciate your patience.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a purchase during an elevated cash-back offer on Rakuten. I met all inclusion criteria and did not meet an exclusion criteria. Rakuten is not awarding the cash-back offer even though requirements were met. I have also included confirmation of this purchase.

  

  Business response

  07/10/2024

  Hello *******,
   
  When you shop through Rakuten in accordance with the terms set forth by Rakuten and the store, the store pays a commission to Rakuten. This commission is what we pass along to you in the form of Cash Back. Since this order was not automatically reported, we submitted a request for payment to Sixt.
   
  Sixt Rent A Car has not responded to the payment request. When a merchant does not automatically report an order or does not respond to our inquiry, we are given no commission and thus are unable to share it with you. 
   
  We deeply regret any misunderstanding and sincerely hope that all future orders will be credited to you.

  Customer response

  07/11/2024

   
  Complaint: 21959150
  
  I am rejecting this response because: I have complete documentation of my purchases and met inclusion/exclusion criteria for the purchase. There is no dispute that I met the terms and conditions for the purchase. Therefore, Rakuten should hold the company providing the benefit liable.
  
  Sincerely,
  
  ***********************************

  

  Business response

  07/15/2024

  Hello,
  
  Cash Back is added to your Rakuten account when the stores that participate in the Cash Back program report a purchase to Rakuten as being eligible for Cash Back. Please see Article 11.5 of the Terms of Conditions.
  
  'The determination of whether a purchase made through an Affiliate Store qualifies for Cash Back is at the sole discretion of Company. 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.' ****************************************************************
  
  Thank you for your understanding. 
  

  Customer response

  07/15/2024

   
  Complaint: 21959150
  
  I am rejecting this response because: *********** (specifically 1800CONTACTS) provided documentation of the eligible purchase. I submitted this documentation to Rakuten confirming my eligible purchase. With this particular case, I do have documentation. Please see attached letter.  

  Sincerely,
  
  ***********************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order at ****** via Rakuten interface on 6/26/2024, when they had 10% cashback.The order was $1522 subtotal, which would have equated to $151.20 cashback.While tracking my cash back, the Rakuten app said it would be issued by July 3, 2024, which it wasnt.When I contacted them today, I was told that I was not eligible for cash back, even though the Rakuten app acknowledges my purchase.

  

  Business response

  07/08/2024

  Hello *******, 
   
  At this time we have applied this Cash Back as a one time courtesy. When we reached out to ****** for credit on this order, they replied that your order was credited to another site as that was the last click made prior to finalizing your order. Please keep in mind that if you start an order by clicking through Rakuten, and then search other sites for deals, that the last site you click on will earn the commission for your order. This commission is what Rakuten shares with you in the form of Cash Back.
  
  As your orders are private and secured transactions Rakuten is not given the name of the website that received the credit for your purchase.
   
  We regret any inconvenience you have experienced. Feel free to let me know if you have any other questions.

*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. ↩