Complaints

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

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  Rakuten

  800 Concar Dr San Mateo, CA 94402-7044

  
• 

  Rakuten

  800 Concar Dr San Mateo, CA 94402-7044

  
• 

  Rakuten Marketing LLC

  215 Park Avenue South, 2nd Floor New York, NY 10003-1622

  

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:05/19/2025

  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 May 11th I purchased a camera from the retailer ***** for the price of $2299.00. RAKUTEN was offering 15% cashback promotion from ***** as part of the promotion. This should have resulted in a cash back of $344.85 however Rakuten is claiming that it was not valid (due to the possibility of a list of reasons), which is incredibly convenient given this was a large purchase. My browser plugin was 100% enabled as I've literally made hundreds of purchases using it and know very clearly how it works. I've read the terms and services and the camera I purchased was not on an exclusion list. And after doing research online RAKUTEN has a reputation of making claims like this when it comes to large cashback amounts. RAKUTEN needs to honor their side of the offer and provide the cashback I am owed.

  

  Business Response

  Date: 05/19/2025

  Hi ***,

  Thank you for your patience while we reviewed your Missing Cash Back request.
  
  After a thorough review of your escalation, we've decided to honor this request and add the Cash Back to your accountthough we want to be transparent that this is a one-time exception and a loss on our end.
  
  Please note that going forward, Cash Back can only be awarded when a purchase is properly reported to us by the store and Rakuten earns a commission. This ensures we can continue offering this program to all members.
  
  We're glad we could resolve this for you and appreciate your understanding!

  Customer Answer

  Date: 05/19/2025

  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

  Date:05/18/2025

  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.

  My brother and I share one computer. I referred him using my referral link, hoping he would receive the $40 bonus. He has his own account, his own email address, and uses his own credit ******* first, Rakuten tried to deny the referral bonus, claiming that I had registered an account many years agoeven though I never actually used it. Then they denied the claim again, stating that the same credit card was used.I provided proof of two separate **** orders, each made with a different credit card.Despite this, customer service continues to insist that the same credit card was used for both purchases.I feel scammed. I was expecting to receive $40, and my brother was supposed to get $40 as well. Most likely, neither of us would have made these purchases without the special *************** charged to mastercard icon x ***** $41.02 Total charged to visa icon x ***** $42.18

  

  Business Response

  Date: 05/19/2025

  Hi ****,

  We apologize for the delay, and thank you for providing your account details to our *************** team. Weve reactivated both your account and your brothers. The older duplicate account will remain deactivated.
  Please remember that each user must make and pay for their transactions separately.

  Thank you!

  Customer Answer

  Date: 05/19/2025

  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

  Date:05/14/2025

  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.

  On 3/17/25 & 4/15/25 I made purchases through rakuten for ulta beauty. The cash back total for this was *****. I have not been paid.This amount still shows as pending.I have received other cash back for other purchases since but they are refusing to pay this amount. I emailed and was told by rakuten I would be paid all my cash back on 5/15/25. I was not paid all my cash back the ***** is still pending. I want my money that was promised.

  

  Business Response

  Date: 05/16/2025

  Hi *******,

  We apologize for any confusion our most recent update has caused. Our payment system has been revised to reward Cash Back for orders confirmed through our platform. This change was necessary to align with store return policies and the timelines required for stores to report purchase data to us.  As a courtesy, we have requested the Cash Back from this **** purchase be sent early in a separate payment.  This will be processed within 5 to 7 business days from today, 5/16/2025.
  
  When a store reports a purchase as eligible for Cash Back, the status will be marked as pending. This means the Cash Back has been credited to your account but requires a maturation period before it becomes payable. For most orders,the pending Cash Back typically is confirmed within ***** days from the purchase date. However, certain purchases, such as travel, may take longer.
  
  Once an order is confirmed and payable, the status will automatically update to confirmed. During each payment cycle, all confirmed Cash Back will be sent to you.
  
  Were continuously working to make this process smoother for our members, and we sincerely appreciate your patience and understanding!

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23329822
  
  I am rejecting this response because: first the purchase was not a travel purchase that would be subject to the lengthy verification process. Second I was told in multiple emails ai was supposed to be paid out all cash back for purchases made before April and then was not paid. I also received an email on the 15th after I filed this complaint I would be paid and guess what I have still not been paid. Lastly my purchase history would show that all previous purchases made are from the same store and never once had an issue getting may cash back because it was always a small amount. The fact is rakuten is withholding this money because it is over *****. I made another **** purchase in April that the cash back was **** 8 dollars and was paid. But this purchase from March is still with held. That is a problem. I have yet to receive my money even after you have stated numerous times you will pay. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/19/2025

  Hi *******,

  As previously mentioned, this will be processed within 5 to 7 business days from  May 16, 2025, which was the initial day communicated. We expect the payment to be issued to your selected payment method on or around May 26 or May 27.
  

  Thank you.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23329822
  
  I am rejecting this response because: I have still not been paid and according to an email I received on the 15th after I filed this it stated I was going to be paid that day and to allow 24 hours for it to show in my ****** account.. I circled where it stated this. Also today is may 20th I have still not been paid. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/13/2025

  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.

  April 28th 2025 Placed an order through **** specifically because rakuten was offering 12% cash back through the website as an incentive. Now they are dragging their feet to give the cash back.I'll attach screenshots and invoices below. I'm using the monitor right now. I've used similar programs with no issue. Makes me think twice about rakuten. Monitor cost ******. Cash back was 12% so rakuten owes me 90.97$

  

  Business Response

  Date: 05/16/2025

  Hello *****,
  
  Rakuten has yet to receive credit for this ***************** 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:
  
  **********************************************************************************
  
  ***********************************************************************************
  
  You will notice your order is now in a pending status while it is being confirmed for payment. The time required for Cash Back to become eligible for payment and become "Confirmed" varies by store, but typically takes ****** days from the purchase date. Find more information about order statuses at: **************************************************************************************************************************
  
  PS: We noticed you don't have an address with us. To get paid, verify your profile by adding your address and choose your preferred payment method! Click here: **************************************************************

  Customer Answer

  Date: 05/16/2025

  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

  Date:05/13/2025

  Type:Billing 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 am filing a complaint regarding the closure of my Rakuten account (email: **************************** Member ID: *********, Case ID: ******************************** previously warned me about having multiple accounts. I fully acknowledged the mistake, cooperated by closing the duplicates, and was informed I could continue using my main account. Since then, I have strictly used only this account. I have not logged into or used any other Rakuten account since that resolution.Recently, my account was closed again. This appears to be due to a moment where I briefly linked my ****** to a friends Rakuten account to demonstrate how to set up a payout method. She didnt have a ****** account at the time, and this was a one-time good-faith gesture to help hernot an attempt to earn cashback or referral rewards. No payments were made or received through this setup.I have sent multiple emails to Rakuten explaining the situation in detail, but their replies repeatedly cite continued abuse without addressing my clarification. My friend and I are both willing to go through full identity verification by providing government-issued IDs or any other documents needed to verify that we are separate individuals and that no abuse occurred.Ive used Rakuten responsibly for over six months and referred others because I genuinely appreciate the platform. Ive complied with all terms since my initial mistake and have not attempted to exploit the system in any way.I respectfully request a final manual review of my case. Im open to forfeiting any cashback if required, but I ask for the opportunity to continue as a verified, single-account user in good standing.

  

  Business Response

  Date: 05/16/2025

  Hello Swapnamithra,
   
  After further review, we have agreed to offer a final reactivation of the account linked to the email ************************************. A payment has been requested and will be processed in the next 5-10 business days. 
   
  Your friend will need to reach out to us directly regarding their account. 

  Thank you.

  Customer Answer

  Date: 05/20/2025

  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,
  
  Swapnamithra *********

• Initial Complaint

  Date:05/13/2025

  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.

  I *nroll*d in Rakuten promotion for SoFi 251 dollars cash back. I contact*d Rakuten and on 4/8 Abi * from Rakuten said I n**d to wait 45 days from th* d*posit for th* cash back. 45 days has pass*d sinc* th* 550 d*posit mad* on 3/26/25. I tri*d to r*spond to th* tick*t from *** * and hav*nt h*ard back. I am not sur* if Rakuten is ignoring my r*qu*st, but I follow*d all th* dir*ctions from th* off*r and wait*d th* tim* and would lik* to s** th* 251 cash back in my account

  

  Business Response

  Date: 05/13/2025

  Hello Mena,
  
  Rakuten has yet to receive credit for this SoFi Banking 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:
  
  **********************************************************************************
  
  ***********************************************************************************
  
  You will notice your order is now in a pending status while it is being confirmed for payment. The time required for Cash Back to become eligible for payment and become "Confirmed" varies by store, but typically takes ****** days from the purchase date. Find more information about order statuses at: **************************************************************************************************************************
  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23324483
  
  I am rejecting this response because: I already waited *************************************************** you put the cashback as pending, but why do I have to wait another ****** days for confirmation. What happens if it isnt confirmed. I attached the email from the Rakuten *** that said wait 45 days for credit and I attached the terms that says 45 days it will post. I should not be responsible for the terms nor the information provided by other ***. ** far as I am concerned, I think I achieved all what is required, and the 251 should be confirmed to my account and not pending.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 05/15/2025

  Hi Mena, 

  The Cash Back was already confirmed and a payment has been sent to you. If you need any further assistance, please reach out to us at Rakuten.com/help. 

   

  Thank you.

• Initial Complaint

  Date:05/12/2025

  Type:Delivery 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.

  Issue: Failed to honor promised 10% cashback despite confirmation of proper tracking and admission their system captured the orders.Details:Orders #********* and #********* from December 2024 Received confirmation email specifically stating "Once ************** reports order #*********, Cash Back will be in your account within one month"Rakuten admitted their system showed a "Processing" line for order #*********, confirming their tracking worked correctly Problem:Rakuten contradicted their own tracking evidence and confirmation emails. They initially confirmed the shopping trip was successful, then claimed the orders were "not affiliate-linked" despite their own system capturing them. When presented with their confirmation email, they deflected blame to ************** claiming "someone other than Rakuten received credit" but refused to provide details.Key Failures:Contradicted their own written confirmations Denied cashback despite their own tracking evidence Failed to investigate claims that another entity received credit Only offered $100 vs. the $900 promised Used ****************** to avoid honoring confirmed transactions Resolution Sought:$800 remaining cashback owed (total $900 minus $100 already offered)Accountability for honoring their own confirmations Evidence:Email chain showing Rakuten's confirmation of tracking, admission of "Processing" line in their system, and subsequent backtracking on their own documented evidence of properly tracked purchases.

  

  Business Response

  Date: 05/13/2025

  Hi Devon,

  Thank you for reaching out to us.  We understand how important it is to receive your Cash Back, and we appreciate the opportunity to clarify what happened with your order.

  When you shop through Rakuten, a Shopping Trip is our way of tracking that you started your purchase from our site. In order to earn Cash Back, the merchant must recognize that trip as eligible, and the order must meet all of their specific terms, including any exclusions they may have.  Even when a Shopping Trip is started correctly, there are still a few common actions that can disrupt tracking and prevent an order from being credited to Rakuten. These include:

  Adding items to your cart before clicking through Rakuten
  Using a private or incognito browser that blocks our tracking
  Working directly with the stores customer service or sales team to complete the order
  Having multiple tabs or windows open and finishing the purchase in one that wasnt linked to Rakuten
  

  In this case, weve checked with Bloomingdales, and theyve let us know that the credit for your order was not awarded to Rakuten, but to another source. Unfortunately, they havent provided us with additional details about where the credit was assigned.  Were truly sorry for the inconvenience this has caused. We understand how disappointing this can be, and we appreciate your understanding. If you have any other questions, we're always here to help.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23321045
  
  I reject Rakuten's response as it fails to address the core issue and documented evidence.
  The facts remain unchanged:
  I received an explicit confirmation email from Rakuten stating "Once ************** reports order #*********, #*********, Cash Back will be in your account within one month"
  Rakuten's own system showed a "Processing" line confirming they captured this order
  I followed all proper procedures and received written confirmation the tracking worked correctly
  Rakuten is attempting to avoid accountability by providing generic explanations that don't apply to my case. Their response ignores their own written promises and documented evidence that their system successfully tracked my purchases.
  ************** crediting issues are Rakuten's business partnership problem - not mine. As a customer who followed all procedures and received Rakuten's confirmation of successful tracking, I should be paid regardless of any disputes between Rakuten and their merchant partners. These are backend business issues that should be resolved between the companies, not passed on to customers who have done everything correctly.
  This situation has wasted months of my time pursuing $900 in legitimately earned cashback that was explicitly confirmed by Rakuten's own system and communications. Their continued deflection and refusal to honor their documented confirmations demonstrates a complete lack of ownership and accountability.
  I demand Rakuten honor their written confirmation and provide the full $900 in cashback as originally promised. Their attempt to shift blame to merchant crediting issues when they already confirmed successful tracking is unacceptable.
  If Rakuten stands behind their service, they should honor their own confirmations rather than attempting to rewrite history when it's time to pay customers what was promised.

  Sincerely,
  
  Devon Ring

  

  Business Response

  Date: 05/16/2025

  Hi Devon,
  

  After further review and consideration, weve decided to credit you for the full order, even though it results in a loss for Rakuten. We sincerely apologize for the inconvenience and the delay in resolving this issue.
  While we can only award Cash Back on valid orders that earn commission, we understand that an error may have caused this situation. As a valued Member, we want to honor this exception for you.

  Thank you for your patience and understanding.

  Customer Answer

  Date: 05/16/2025

  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

  Date:05/11/2025

  Type:Service or Repair 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.

  On 12/2/24 I purchased a King *******Pedic Ergo 3.0 Adjustable Base (web ID: *******; UPC ******** and a King *******Pedic LuxeBreeze Soft 2.0 Mattress (web ID: *******; UPC: *******). The total, including tax came to $9,144.05 - both the order confirmation receipt with item cost breakdown and a screenshot from Rakuten once purchase was submitted, are attached. Please note that since this was a "big ticket" furniture purchase, ************* assigned a sales check number in addition to the order number originally created (email stating sales check number also attached) Order number: *********; Sales check number: *********** the time of my purchase, Rakuten was offering 15% cash back at *************. To ensure that mattresses were included in the cash back, my mother reached out to Rakuten to confirm - screenshot of correspondence attached. Since then, I have been in contact with Rakuten trying to collect the cash back on my purchase. My order was delivered on 12.12.24 and has been paid for. Rakuten **** have been checking their records and at first indicated that the order was still processing in the system which prevented Rakuten to proceed with the cash back. After multiple calls, Bloomingdales confirmed that the order had been processed in their system. The Rakuten *** indicates that Bloomingdales has yet to give them any funds and so they are unable to post the cash back on my account.

  

  Business Response

  Date: 05/12/2025

  Hi *****,
   
  We sincerely apologize for the inconvenience and understand your frustration regarding this matter. We, too, wish we could have earned the commission for your purchase. After filing an investigation and escalating the matter via email, ************'s unfortunately denied the commission request. They have let us know that it was credited to another channel and will not reward Rakuten any Cash Back.   Regrettably, there is no further action we can take on our end.  If Rakuten is not awarded commission, we are unable to award Cash Back.
   
  Thank you for your understanding.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23315905
  
  I am rejecting this response because this is the same blanket statement that Rakuten continues to provide when I reach out to them. They will not offer any details about where credit was given. My purchase followed their protocol and I have evidence (as provided earlier) that Rakuten stated my purchase of the mattress qualified for the 15% cash back. I am attaching a screenshot of their exclusions. This is false advertising and it seems that others have experienced the same issue when cash back was over a certain amount.

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

  

  Business Response

  Date: 05/15/2025

  Hello *****, 
  
  As stated in our Terms and Conditions, "if an Affiliate Store fails to report a transaction to Rakuten or fails to make payment to Rakuten for any reason, Rakuten reserves the right to cancel the Cash Back associated with that transaction." ************* was paid to us, so we do not have any Cash Back to pass along to you. We too wish we could have earned on this order.

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23315905
  
  I am rejecting this response because:
  

  Rakuten advertises the cash back percentages for various stores to encourage purchases go through their channel first. Often these incentives weigh heavily on a customers decision to purchase the item. As in my case, the savings with cash back was over $1000, and made the purchase possible. It seems quite suspect that Bloomingdales and Rakuten are not honoring the cash back in this instance. Especially since Rakuten - in writing - assured us that the cash back would apply to this purchase.
  

  Whether it's Rakuten or Bloomingdales that is at fault here, the customer ultimately looses out. Should a claim be filed with ************* instead? 

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

• Initial Complaint

  Date:05/11/2025

  Type:Sales and Advertising 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 was offering a 15% one day cashback discount for upwork. Normally, I do not use upwork that much but because the deal was so good (15%) I immediately made a substantial purchase ($1,264) everything is fine until a month later my cash back is still not returned. So I contact their customer support. Lo and behold all of a sudden they are refusing to honor the cash back. Almost as if they accidentally offered an extremely high cash back, forced me into a purchase and are now trying to back out. I was so mad and still for almost 2 months we have been going back and forth and they are still refusing to honor the cashback.

  

  Business Response

  Date: 05/12/2025

  Hello ****,
   
  The request for payment is still open with Upwork. If they are able to verify that a commission will be paid to Rakuten, your account will be updated with Cash Back automatically. If they are not able to verify that a commission will be paid or if they determine that no commission will be paid to Rakuten, no funds can be added to your account.
   
  In the terms and conditions that you agreed to upon joining Rakuten, it states that if a store fails to make a payment to us for any reason, we reserve the right to cancel the Cash Back associated with that transaction. 
   
  Your understanding is appreciated. 

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23315435
  
  I am rejecting this response because:
  Like Ive stated many times before. It is the fact that you offered a significantly elevated cash back offer and now you are going back on what was originally stated. Thats ridiculous. Its been 3 months I dont even know why you are pretending to string me along. 15% cash back is a substantial amount and it makes no sense to offer that and then not hold up to your end of the bargain.
  Sincerely,
  
  **** Eti

  

  Business Response

  Date: 05/15/2025

  Hello ****, 

  When no commission is paid to us, we do not have any Cash Back to pass along to you. Please review the Terms and Conditions here: ****************************************************************

   

  Thank you. 

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23315435
  
  I am rejecting this response because:
  
  I did the exact same thing ive received cash back for various times. The only difference is the 15% you offered.
  
  Sincerely,
  
  **** Eti

• Initial Complaint

  Date:05/10/2025

  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.

  Subject: Formal Complaint Against Rakuten Regarding Missing Cashback for *********** Purchases Dear Better Business Bureau,I am writing to file a formal complaint against Rakuten, a cashback and rewards program, regarding their failure to honor a prominently advertised 15% cashback offer for purchases made through ************** a consumer, I rely on the representations made by Rakuten when choosing where to shop. On multiple occasions, I have attempted to make purchases through *********** using the Rakuten browser extension, which initially displays the 15% cashback offer. However, at the moment of checkout, the Rakuten rebate icon inexplicably disappears. As a result, my transaction is no longer tracked, and I am unable to receive the promised cashback.Despite taking all reasonable stepsactivating the offer, ensuring cookies were enabled, and completing the purchase within the same sessionthe rebate fails to apply. This has occurred repeatedly, and Rakuten has provided no meaningful resolution. I find this not only disappointing but also deceptive, as the company continues to advertise cashback for this retailer while failing to provide it under normal conditions.I respectfully request that the Better Business Bureau investigate this matter and encourage Rakuten to either (1) provide the promised cashback or (2) discontinue promoting offers that are not technically supported or honored. Transparent business practices are critical for maintaining consumer trust, and I believe this issue deserves your attention.Thank you for your time and assistance.

  

  Business Response

  Date: 05/12/2025

  Hi *****,

  Please provide the email used with your Rakuten account and we would be happy to look into this for you.

  Thank you