ComplaintsforRakuten

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Customer Complaint:

BBB’s profile for Rakuten was created in May 2000. A review of complaints was completed in March 2024. Complaints on file state concerns of delays in receiving Cash Back and denied Cash Back requests.

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Initial Complaint
12/13/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello, On November 28th I ordered speakers from Bose. Rakuten had an ongoing offer of 15% cashback at purchases made from Bose. I activated the cashback and completed my purchase. For 4-5 days Rakuten site was displaying that Cashback will appear by December 5th. But after following up couple of times I see that the cashback was changed to 0 $. I have submitted all documentation and proof to Rakuten over email and have been waiting on a response.My purchase was based on this lucrative 15 % cashback.Details of the Order: Order Number: WH16162626 Amount of subtotal.2179.99 Total: ******* Rakuten Cash Back at the time of purchase: 15 %Happy to furnish any proof of order, proof of cashback etc.Can you please help me find a solution to this issue. I have been using Rakuten for all my online purchases.Thanks.Ashish
Business response
12/14/2021
Hello Ashish,
Although we have yet to receive credit from Bose, we updated your account to reflect this purchase. If a purchase is missing from your account again in the future, please be aware that we may need to investigate the order with the store, which can take a little while to resolve. We appreciate your patience and understanding in this matter.
Also, Bose was offering 13% Cash Back on most items on the date of your purchase. You can view the different tiers of Cash Back offered at Bose here: https://www.rakuten.com/bose.com

Thank you.
Customer response
12/15/2021
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
12/13/2021
Complaint Type:
Service or Repair Issues
Status:
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.
On November 29, 2021, Rakuten offered 15% cashback at **** consumer. I logged into rakuten, clicked through the correct link, and bought a computer. Rakuten has not honored the offer and won't respond to emails. I am requesting that the cashback be added to my rakuten account.Rakuten may have improperly assigned the "click" (which I made to go from the rakuten portal to ****) that I used to buy the computer to a previous order of an opencomm aftershockz headset. That was purchased on Nov 28 and is separate.I'm attaching screenshots of all of the relevant details.
Business response
12/14/2021
Hello *********,

Dell has not reported this order to Rakuten yet. We will contact the store to verify your order. It usually takes about 10 business days for us to hear back, but it may take up to 45 days. We realize this can be an inconvenience, and we appreciate your patience.

Thank you.
Initial Complaint
12/13/2021
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Nov 29 referral was made to wife's email address ************** ***** spend requirement was met but no pending bonus ever posted. Repeated emails sent with no response. Order #******* satisfied the bonus spend requirement. Checking the status of this offer reveals the following..Our records show that you signed up on 11/29/2021, and were offered a $***** sign-up bonus.
Business response
12/13/2021
Hello *****,
The referral bonus is now reflected in your account. Please let us know if you need any further assistance.

Thank you.
Customer response
12/14/2021
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
12/12/2021
Complaint Type:
Delivery Issues
Status:
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.
Rakuten is acting real scammy !! I placed several orders with ULTA on cyber Monday and a few days after.(7 to be exact). Rakuten approved 1 out of the 7. And the others they are claiming are not eligible. The shopping trips is listed under my account. I have used this site many times, before it was rakuten it was ebates and although customer service is horrible, usually they fix my cash back errors. They claim they had to get approval from ulta this time , now they claim the purchases are not eligible for cash back. I clicked the activation, did my shopping and checked out. All my other orders have been approved except my cyber monday and the orders after cyber monday. Seems, they don't want to honor since my orders were high priced, I'm sure they received their commission.
Business response
12/13/2021
Hello Schyvanda,
We see that we've added a number of Ulta Beauty orders onto your account without earning commission on our end. Please be aware that the use of coupons/discounts not listed on Rakuten will void Cash Back for Ulta Beauty. This information is listed in the Cash Back Terms for Ulta Beauty here: https://www.rakuten.com/ultabeauty.com
You applied a $10 discount to several of your orders that was not listed on Rakuten. This caused these orders to be ineligible for earning Cash Back. When no commission is paid to us, we do not have any Cash Back to pass along to you. We cannot continue to add orders onto your account at a loss.
As stated in our Terms and 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." We regret any inconvenience this may cause and appreciate your understanding.

Thank you.
Customer response
12/14/2021

Complaint: 16357078

I am rejecting this response because: Rakuten claim ulta is refusing to offer cash back. I ask for proof and rakuten claim it was confidential. My information is confidential as well. Several of my orders had no coupon and rakuten has yet to credit my account. Seems they recieved their commission and is scamming.

Sincerely,

Schyvanda Baranco
Business response
12/16/2021
Hello Schyvanda,
We are not earning commission on your Ulta Beauty orders because you violated the terms set by Ulta Beauty as noted here: https://www.rakuten.com/ultabeauty.com
The only order that did not have a $10 discount applied was order ID **********, and we are still investing this purchase with Ulta Beauty. We will let you know once we have more information for this purchase.
All other orders submitted did not meet the terms of the program for earning Cash Back. Only coupons/discounts listed on Rakuten can be used in combination with earning Cash Back. We regret any inconvenience this may cause and appreciate your understanding.

Thank you.
Initial Complaint
12/12/2021
Complaint Type:
Sales and Advertising Issues
Status:
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.
I made a purchase on Black Friday to Canon USA. I am a frequent user of ********************** and activated the Rakuten 15% cash back offer priorate my Canon USA. I made a substantial purchase as the 15% offer was too good to pass up. After a made the purchase I got notification from Rakuten that I had used the offer. To this date I had not recieved the credit to my account. I checked a few days ago and the Canon purchase shows "Canon did not provide Cash Back for this purchase"!! This is unacceptable to make this offer to entice a shopper and then not honoring the offer. I would like my account credited the 15% of my purchase (before tax of course)!!
Business response
12/13/2021
Hello *******,
Thank you for providing us with your order details. We have yet to receive credit from Canon for this purchase, so we are reaching out to them to confirm your order. It usually takes about 10 business days for us to hear back, but it may take up to 45 days. We realize this can be an inconvenience, and we appreciate your patience.

Thank you.
Customer response
12/17/2021

Complaint: 16357012

I am rejecting this response because: it is not settled according to the advertisement. I will continue to wait for the time frame that was mentioned in the response. I will then reassess in a timely manner.
I have also had this happen on several other Rakuten purchases in December and will continue to monitor those as well. This is not what I envisioned by using Rakuten.

Sincerely,

*******************************
Business response
12/21/2021
Hello *******,

Although we have yet to receive credit from Canon, we updated your account to reflect these purchases.

If an order is missing from your account again in the future, please allow up to 45 days for us to investigate the purchase with the store. We can only award Cash Back once the store verifies your order. Your patience and understanding in this matter are appreciated.

Thank you.
Initial Complaint
12/12/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I made a purchase at QVC.com on 12/4/2021 by following the link on Rakuten.com while signed into my account. At the time, the cashback rate was 10%, and there were no restrictions on receiving cash back for the item I purchased. As with each Rakuten purchase, cash back did not get added automatically, so I submitted a form on their website to claim it. I was told the following: Hello *****,We are unable to add Cash Back to your account for the order from QVC. When we investigated this order, we found that the order did not qualify for Cash Back.Here are a few examples of why this happens: If you used a coupon or promo code that is not found on Rakuten but found on another site, that site will be credited for that order. If you returned, cancelled, or exchanged your merchandise or reservation, the order will not qualify for Cash Back If you purchased any excluded items as outlined on our store page under Exclusions or Special Terms. If you visit any other site during your shopping trip (especially other sites that offer rewards, coupons, or discounts), that site will be credited for that order. If you have a toolbar, plug-in, add-on, etc. installed on your browser (especially for other sites that offer rewards, coupons, or discounts), that site will be credited for that order. If you have a content blocker or tracking protection enabled on your browser, then your order cannot be tracked back to Rakuten and you will not be able to earn Cash Back.Feel free to reach out to me if you still have any questions, were here to help. Thank you."To this day, despite several emails following-up, I have not heard back from customer service. I insist that the cashback be added for this order. It fell within all terms of and conditions of the merchant for receiving cash back, and I will not be punished for Rakuten's own technology not working properly. Thank you.
Business response
12/13/2021
Hello *****,
As a courtesy to a valued member, your account has been updated to reflect this purchase with QVC.
For future orders, please be aware that it is stated in our Terms and 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." We regret any inconvenience this may cause and appreciate your understanding. We sincerely hope that your future orders are properly placed through Rakuten to be eligible for earning Cash Back.

Thank you.
Customer response
12/14/2021
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
12/12/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On nov. 26, I signed up with a referral from a friend. This was a promo, that by signing up with her link and spending $40, I would get $40 back. I spent $40 at ulta via the rakuten app, however despite recieveing a congratulations email stating I earned $40, I only recieved $4 back- not $40. I reached out to customer service and they ghosted me after I sent them the screenshot showing I earned $40 but only got $4.
Business response
12/13/2021
Hello *****,
Your Welcome Bonus is now approved in your account. Please allow 24 hours for this to reflect.
Please reach out to us if you need any further assistance.

Thank you.
Customer response
12/16/2021
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
12/11/2021
Complaint Type:
Delivery Issues
Status:
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.
I used Rakuten.com to order a laptop from Lenovo.com on 11/26/2021. Upon completion of the order (#**********), I received an email from Rakuten ****** Services stating that I would receive "cash back" within one week. On 12/5/2021, I inquired with Rakuten ****** Services after seeing on the Rakuten mobile application that I wasn't eligible. I have contacted Rakuten ****** Services on three separate occasions without any response. Request assistance in getting Rakuten to fulfill their promise of cash back for using their services.
Business response
12/13/2021
Hello *******,
As a courtesy to a new member, your account has been updated to reflect this purchase with ******* You can view the Cash Back in your account at this time.
When we looked into this order, we found that the order was not attributed to the Rakuten link. There are many ways this can happen. Find more information about exclusions and limitations at www.rakuten.com/help/exclusions.htm

Thank you.
Initial Complaint
12/11/2021
Complaint Type:
Product Issues
Status:
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.
Rakuten advertised $40 for referral bonus. I had four of them in my account, a total of $160. Some days later they removed $40 and some more days later they removed a total of $80. Nobody sent me any communication to say why they removed my referrals, they just removed one, then other, hoping I wouldnt see.Scammers! Fake advertising and fraudulent practices of changing your balance.I want my money back and will be seeking a lawyers representation if this happens again, as they have done it already other times to me and friends of mine.They try not to pay with fake arguments
Business response
12/13/2021
Hi Luana,

We see that you have qualified to earn the referral bonus for andrezaexp, ecostafr, and southwestfloridaclearning.

Some referrals have been removed because you cannot refer the same person multiple times. Also, your referral ***** (lsenos) has an address outside of ***************** or ******. Therefore, this referral does not meet our terms to qualify. Please review the terms of our Referral Program here: https://www.rakuten.com/help/article/referral-program-terms-360002101348
Please reach out if you have any other questions.

Thank you.
Initial Complaint
12/11/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a **** monitor on Aug 29, 2021. Sub total was $539.99. At this time there was a 15% cashback offer from rakuten. The rakuten shopping trip was 206754716.I reached out to rakuten to enquire on the cashback on Sept 9 and on Nov 15. On Dec 2nd I received an email from rakuten stating that **** had not confirmed the purchase, and they were offering me a $50 bonus, but it required another purchase through the rakuten site.I reached out to **** on Dec 3rd, the representative from **** said I had to deal with rakuten. I emailed rakuten again on Dec 3rd, stating that I'd been I touch with ****, and was asked to speak again with rakuten.In my email of Dec 3rd I stated that I was not interested in the $50 bonus, especially since it required me to make another purchase just to get that bonus. The bonus was less then I was entitled to from the 15% cash back ($80.99)As of today, Dec 11, I have received no response from rakuten, and have not made any purchase through the rakuten portal, as I do not want rakuten to think I am ok with the lower amount they have offered.I would like rakuten to provide me with the amount I'm owed
Business response
12/13/2021
Hello *******,
Although we were not paid on a commission on your order from ***** we updated your account to reflect this purchase. You can view the Cash Back in your account at this time.
Please let us know if you need any further assistance.

Thank you.
Customer response
12/14/2021
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,

*********************************

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