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 Marketing LLC

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

  
• 

  Rakuten

  800 Concar Dr San Mateo, CA 94402-7044

  

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:05/16/2025

  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.

  I am a Rakuten user, and I live in *************. I have been making legitimate purchases via rakuten.com.However, one fine day, I tried logging into my Rakuten account, and I was unable to log in. The error that was shown on my account is as follows "Your account is currently unavailable. Please contact Rakuten *************** for assistance.". Upon learning that, I immediately contacted customer support.Up till now, I have yet to receive a response from the appropriate department, despite me sending numerous follow up emails. This is extremely unfair, as I have a substantial amount of cashback in my account, and me being locked out and blocked from logging means losing a substantial amount of money.Hence, I am filing this complaint for a fair resolution in order to regain access to my account.

  

  Business Response

  Date: 05/19/2025

  Hi Wen,

  Thank you for contacting us. We apologize for the interruption in your service. Our system has flagged some unusual activity on your account, and we have a dedicated team ready to assist you.
  To reactivate your account, please reach out to our *************** team by submitting a request through our Help Form  ***************************************. Our ******************* will be happy to review your referral activity and help restore access.
  Please note that were unable to make account changes through this channel. For assistance, be sure to contact us via the Help Form above.

  Thank you for your understanding

  Customer Answer

  Date: 05/24/2025

  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.
  

• Initial Complaint

  Date:05/15/2025

  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.

  Unjust Account Block & Withheld Cashback. I am writing to firmly dispute Rakuten's decision to block my account and withheld my earned cashback balance of $535.07. Despite adhering to Rakuten's terms, my account was abruptly suspended without clear justification and my repeated attempts to resolve this issue have been ignored or dismissed. my account: email: *********************** balance: $535.07 date of original cashback transaction: 1/6/25 cashback became available: 5/6/25 date of block: 5/12/25 or earlier I request immediate release of my outstanding cashback earnings of $535.07.Appreciate your help!

  

  Business Response

  Date: 05/16/2025

  Hello Chem,
  
  Our system has identified multiple duplicate accounts registered under your name. These accounts appear to have been used to exploit our referral and sign-up bonus programs, which is a violation of our Terms and Conditions. As a result, all associated accounts will remain permanently closed.
  
  Please note that accounts must be active in order to receive any payments. Due to these violations, your accounts will remain deactivated and ineligible for payment.
  As stated in our Terms and Conditions:
  
  Any failure to comply with this Program Agreement, any fraud or abuse relating to the accrual or receipt of cash back rewards, or any misrepresentation of any information furnished to Rakuten or its affiliates by you or anyone acting on your behalf may result in the termination of your membership in the Program and forfeiture of your accrued Cash Back rewards.
  
  This excerpt is from the Program Limitations, Qualifications & Disclaimers section of our Terms and Conditions, which can be viewed in full here: *************************************************************.

• Initial Complaint

  Date:05/15/2025

  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'm extremely frustrated! We have several people in our household. I was under the impression everyone could have their own accounts. I literally just found out everyones accounts were disabled, they said because of fraud. There was no fraud. It looks like we have lost all of our pending money on purchases we made. I would have went through another cash back app had I known it was one account per household. This is wrong! I would at least appreciate the Cashback we already earned being reinstated. I have been with Rakuten for years. This is very upsetting! I can't remember the exact cash back amount. Two household members had cash pending.

  

  Business Response

  Date: 05/16/2025

  Hello ********,
   
  Our system found more than one account for you. Keep in mind, each member is allowed one account and members may not create duplicate accounts or create an account for another person in order to earn a bonus. Each person that you refer must sign-up on their own, provide their own name and mailing address, make a qualifying purchase using their own credit or debit card and receive their own Cash Back payments.  
  We see you are actively working with our accounts department to identify which accounts will be each individuals main account.  We see you just recently provided those details today, 5/16/2025.  Please allow 24 hours for those accounts to be reinstated.

  
  Thank you.

• Initial Complaint

  Date:05/15/2025

  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.

  An order from Norton Anti-virus placed yesterday, 5/14, was denied cash back. Rakuten *** ***lied stating cash back available to one per customer, which appears to be a bogus answer.... The order placed yesterday is the only order under my name, last order from ****** was several years ago. Also, there is an issue with cash back from *******, order placed on 4/15, cash back not applied to date. Rakuten is supposed to apply cash back automatically, more often than not, it is not applied, a case has to be opened such as cases mentioned above

  

  Business Response

  Date: 05/16/2025

  Hello ******,
   
  Thank you for your reply. Norton Security and Antivirus only awards Cash Back one time per Rakuten member.  This information is available to you at the following link and states Special Terms:  You will only be eligible for Cash Back after merchant has confirmed your order payment has been processed. Maximum Cash Back amount is limited to the amount actually paid for the subscription. Limit one per member.  **********************************************
  
  We see you earned Cash Back on Norton Security order number NP1311131851 on 5/10/2020.  This Cash Back amount was $22.50 and paid out to you on 8/14/2020 via check 44663099. 
  
  Since you have previously received Cash Back from Norton Security and Antivirus, you are ineligible to receive Cash Back again. We apologize for any confusion or inconvenience this may cause. 
  
  In regards to the ******* order, the store has not reported the order to us yet.  We reached out directly to ******* on 5/5/2025 to get this resolved for you. Most stores get back to us in about 10 business days, but some stores may take up to 45 days.We know, it's a long time to wait. Rest assured we're doing everything we can and will send you an update as soon as we have one!
   
  Please let us know if you have any further questions.

• 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:05/14/2025

  Type:Billing 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've been a longtime Rakuten customer and have enjoyed their cashback bonuses.I recently referred several new customers as part of their referral program. One of those referrals was to a business-partner with a seperate email address. This individual made the required purchase to qualify for the bonus, but did not receive it. When he inquired further, he was informed that fraudulent activity was detected and both his and the referring account would be suspended. Now, my account has been suspended, and pending cashback has been removed, as well as other referral bonuses that were accumulated. I understand that their terms state that fraudulent activity can result in termination of an account, but there should have at least been some effort made to clarify, as this was a legitimate mistake. It is excessively punitive and unfair to suspend an account and "claw back" legitimate referral bonuses and cashback because of an unclear policy.

  

  Business Response

  Date: 05/16/2025

  Hello ******,

  It turns out that our system has detected new duplicate accounts registered to you. In looking at our records I see that we had previously advised you against this and that it is against our site's Terms of Use.
  
  Due to the continued abuse of our referral and sign-up bonus programs, and the large number of accounts in violation of our terms, your accounts will remain closed.

  Thank you

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23329242
  
  I am rejecting this response because: this was a seperate business with a business partner who I referred. It was not immediately clear from your terms that this was in violation. The courtesy thing to do would have been to inform me of this, rather than closing the accounts and withholding the earned cashback and rewards. If you are not willing to reinstate the account, at the very least I wouls like to be given those funds. 
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 05/21/2025

  Hello ******,

  Due to the continued abuse of our referral and sign-up bonus programs, and the large number of accounts in violation of our terms, your accounts will remain closed.

  Thank you.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23329242
  
  I am rejecting this response because: at the very least, the funds owed to me for other purchases and referrals should be disbursed. 
  
  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.

  Re: 3/30/25 Rakuten Cash Back purchase made through HSN /Order #*********/Shopping Trip #********** I made a large purchase of supplements ($161.70) using Rakuten's Cash Back program. This purchase meets all of Rakuten's requirements for cash back as it was made for my personal use and was not returned. Yet Rakuten is claiming it is ineligible for cash back. I have tried to reach Rakuten. Buy they have no customer service phone number, email and have now shut down their online member services through their website. I would like to work with someone at Rakuten to get this issue resolved.

  

  Business Response

  Date: 05/16/2025

  Hello *****,
  
  Rakuten has yet to receive credit for this HSN 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: Be sure to install our browser extension so you never miss a deal on your desktop or laptop. No need to start your shopping at Rakuten.com, just shop like always and we will let you know when theres Cash Back right on store sites. Click here: ****************************************************

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23328555
  
  I really appreciate your making efforts to rectify this situation. It was definitely a "good faith" effort. And I would be satisfied with this response if I had some way to contact you in the future should I need your support with this complaint or any other problem. Do you have any way for your customers to contact your company directly?
  
  Sincerely, ***** *******
  
  ***** *******

  

  Business Response

  Date: 05/19/2025

  Hi *****,

  Yes, you can always reach out to us via email in our *********** here ***************************************

  Thank you.

• Initial Complaint

  Date:05/13/2025

  Type:Billing 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.

  Hello, my brother recently signed up for a Rakuten. We have the same first and last name, but he linked my ****** to the account by accident. He received an email stating the subsequent accounts were closed. My account has cashback coming to me on 05/15/2025, but now I can't log into my account. Can you please fix this so I can get my cashback. He tried to respond to that email telling them that my account was the only one, but has not received a response.Thank you

  

  Business Response

  Date: 05/16/2025

  Hello *****,
  
  The account linked to the email address ******************************** is now active.
  
  Let us know if you need further assistance.

  Thank you