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:
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.
I was referred by somone else to receive a $40 welcome bonis. I created my account, made a purchase and 2 days later my bonus was on my account. Then I referred a friend so I could get $40 and he could get $40. He made a qualifying purchase and our bonuses were applied to our account. However, the next day it was all gone. My two $40 bonuses were gone and his $40 bonus was gone as well. I reached to to **************** to ask what was going on and ******* responded saying they remove members who create and manage multiple accounts and made sure I KNEW that the program is only for members residing in the ** or ******. First of all, we both added our PayPal accounts to our Rakuten account in which if you didnt know you have to enter your social security number so they are completely different accounts second of all, how dare she try to assume I dont live in the ** or ****** like where do you think I shipped my items? Is she assuming I dont live in the ** or ****** because of my name? Horrible **************** honestly Please reintstate mine and my friends bonuses as soon as possible.
Business response
12/14/2021
Hello Hanme,

We went ahead and approved the bonuses in your account. For any future referrals, please be aware that each member must place and pay for their own order. Otherwise, they do not meet the terms for earning the referral bonus. You can review our Referral Program terms here: https://www.rakuten.com/help/article/referral-program-terms-360002101348

Thank you.
Initial Complaint
12/13/2021
Complaint Type:
Billing 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.
My friend referred me to open an account at Rakuten and use Rakuten to purchase things and I can get rebate, I use the email ********************* registered an account at Rakuten and purchased a lot of things getting around $100 rebate, then Rakuten just deleted my account, I strongly believe Rakuten is a scam and Rakuten is really an fraud company trying to make people sign up their fake rebate, Rakuten should be removed from the USA because Rakuten is a fraud company.
Business response
12/14/2021
Hello Libin,
We reached out to you by email to consolidate your multiple accounts. Please keep in mind that each member is only allowed one account. Please reply back to us, so that we can consolidate your accounts and resolve this matter for you.

Thank you.
Initial Complaint
12/13/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My daughter who lives in ******* referred me. She received the $40 referral bonus but I did not. I also referred my husband who is a separate person and lives in the same house as me which is my understanding that it is per person not per house. I did not receive that referral and he didn't receive his either even though we both received emails saying that it would be credited. Now they are saying that one person can't manage two accounts. Just because we share a laptop and ipad does not mean we are the same person. I have proff of IDs that there are two separate people living here. He ordered jeep parts and on my account I ordered makeup and health and beauty groupons so I think it is obvious we don't even shop for the same things. If there is some issue with referring family members or having more than one person per household on rakuten then they need to stop advertising that you can refer family and that accounts are per person because that is a lie. I just want resolution. If I'm not allowed to refer my husband then where is the policy that states this and why has that prevented me from receiving my daughters referral bonus who lives in a completely different state? If they are not going to honor my referral to my husband or his end of it for his account then they should combine our accounts and just say we can only have one per address. That should have no affect on me receiving my daughter's referral who clearly lives in another state. The email addresses of the accounts for my husband and I are *************************** (*********************************) and ******************** (*******************************). We even each received emails saying we had earned the referrals. Rakuten still sends multiple emails a day encouraging us to use their site to each account. Seems like they still want both our business just don't want to pay for the referral bonus they offered and advertised. Please see the emails about the referrals and our IDs that prove we are two people.
Business response
12/14/2021
Hello ******,
Your Welcome Bonus and referral bonus are reflected in your account now. Please let us know if you need any further assistance.

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:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
here is my Rakuten's email: ****************** I have sent a referral link to my friend: ******************* on 11/26/2021 and my friend registered an account through my referral link and purchased an item. The referral bonus $40 is disappeared in my account (it was there before). My friend said the same thing, her bonus $40 also disappeared. I am not sure what is happening with this. Attachments: referral history from my account: ******************* cash back balance activities from my friend's *******************.
Business response
12/14/2021
Hello ****,
We located duplicate accounts for you. We reached out to you by email to consolidate your accounts. Once we receive your response, then we can further assist you in resolving this case.

Thank you.
Customer response
12/15/2021

Complaint: 16358814

I am rejecting this response because: They did not address the issue. I have used my referral link and share it to my friend, my friend used my referral link to register an account and purchased an item. We not did not get any referral bonuses $40 each.

Sincerely,

Wang Law
Business response
12/16/2021
Hello *****************,
Your referral bonus for lawlaiwah is approved and will reflect in your account within the next 24 hours. Please let us know if you need any further assistance.

Thank you.
Customer response
12/17/2021
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,

Wang Law
Initial Complaint
12/13/2021
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Rakuten promised $40 would be added to my account after being referred to sign up for their site and then make a $40 purchase. I did that at Samsclub (purchase was $124.92 before tax) and only received $1.25. I want the $40 that was promised to me. I tried emailing several times and the response I received was multiple accounts or only available in the ** or ******. I only have one account and I am located in the **. This deal seems to be a scam to get people to sign up and never pay out the bonus. The $40 was on my account for a day or two and I have an email from Dec 2 that states that I should have received it. I just want Ratuten to honor their promise.
Business response
12/14/2021
Hello Ethan,
Your Welcome Bonus is approved and reflected in your account now. Please let us know if you need any further assistance.

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:
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.

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