ComplaintsforRakuten

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rakuten, a cash back site, fails to issue rewards based on promotional purchase when using their browser extension. Have contacted multiple times with no resolution.

  

  Business response

  11/11/2024

  Hello *****,
   
  We're waiting for ******* to report your purchase with us before we add Cash Back to your account.
   
  We reached out to ******* directly to get this resolved for you on October 28, 2024. 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. We notified you of these terms and timeframes on 10/28 at 6:24am.   Since then we have replied to your emails with a status update that we are still waiting on a resolution.  The most recent email was on 11/7/2024.  Once we receive a response to our investigation with *******, we will notify you directly via email.  

  Thank you

   
  

  Customer response

  11/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a Rakuten user since 2019 because they give cash back to customers from purchasing through their website. The cash backs are normally credited within a day or two. Unless its hotel or travel related. It has not been a problem. But thats not the case anymore. Recently I have made several purchases through Rakuten, and all my cash backs have still not been credited to my account. Its November now and I have not gotten the cash back from my purchase in September. All my purchases are confirmed and I have been using the items I bought, which means I have not returned any of the items. I have been in contact with their customer service, but they have not solved the issue after many back and forth emails.This makes me no longer have trust in their business ethics- not being able to fulfill their promises. So I would like to ask if you would please help me get the cash back I earned. Thank you.

  

  Business response

  11/11/2024

  Hello,

  While the stores have notified us of your orders, they have not yet been confirmed for payment.  We apologize for any inconvenience.

  
  The time required for Cash Back to become eligible for payment varies depending on several factors, such as the merchant, store policies,reporting schedules, exclusions, and returns.
  
  We are unable to award a payment for orders that have not been confirmed eligible for payment. 
  
  Rest assured, once your purchase completes its maturation process,it will be included in the next payment.
  
  Thank you for your understanding. 

  Customer response

  11/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a member of this website survey outfit for several years and was shunned for violation which is not right., I have done every survey honestly , I requested a ****** request 9/30 and never received it. and when I subnitted what was going on they said I violated ther policy and also had a a balance of over 2t know what I did wrong . not the money just the proncipal of it. they request was for ***** . I still have over ***** in my account and can't do anything aout it

  

  Business response

  11/04/2024

  Good Afternoon,

  We are unable to locate any account information based on the contact information provided.  Additionally, we are a ***************** offering Cash Back on  purchases made using Rakuten with merchants we partner with.  We are not a survey company as indicated in the complaint.  It is unclear if the contact information provided is incorrect, or if the complaint is processed with the wrong company.

  Please let us know.

   

   

  Customer response

  11/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently have $55.55 of cash back pending to be added to my account, and not only weeks have passed, but also months for most of it. PetSmart is also coded incorrectly under the "travel" category for transaction type when it should be "online", which is only further delaying the process. I really need this looked into and corrected ASAP. I have already missed out on most of this amount being added to my 11/15 payment and this is frustrating to say the least.

  

  Business response

  11/04/2024

  Hello Sharis,
  
  Your November payment will include all of your Cash Back that is confirmed eligible for payment (currently $77.10). The amount of your November payment may increase as more orders become confirmed eligible for payment. Once confirmed, your Cash Back will always be included in your next payment (unless of course you return it, or it contains excluded items).
  
  The time it takes for Cash Back to be confirmed depends on several factors, including the store, store policy, reporting schedule, exclusions and returns. Your February payment will include orders that have been confirmed after the November payment cut off and prior to the February cut off date.
  
  Find more information about payments at *****************************************************************************************************************
  
  Thanks for your patience, and please reach out if you have any additional questions.

  Customer response

  11/04/2024

   
  Complaint: 22505611
  
  I am rejecting this response because:

  I am familiar with how Rakuten works, but your response in no way resolved my issue... I have many cash back amounts that are pending all the way back to September, and that is far from normal or okay. And as I mentioned before, PetSmart is coded incorrectly as a "travel" transaction and it should be "online". That mistake in your system is only further delaying my many ******** cash back opportunities from being processed. Please fully look into all my complaints regarding my account. I am unfairly being held back cash back that I should have received by now, and it should have been included in my November cash back check.

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

  

  Business response

  11/05/2024

  Hello ******, 
  
  We are aware there is a error within our system, and we are working on fixing the Cash Back display for travel orders. This issue is only affecting the categorization of the orders in your account. Once confirmed, your Cash Back will always be included in your next payment (unless of course you return it, or it contains excluded items). We regret any confusion or inconvenience this may have caused.
  
  Sincerely, 

  Customer response

  11/05/2024

   
  Complaint: 22505611
  
  I am rejecting this response because:

  I really feel like my complaint is being minimized and it's still not fully addressed... The PetSmart error in your system HAS denied me receiving my earned cash back on my November check (from my purchases made in September and October depending on when the date cut off was). And I still don't have an answer as to why I have pending cash back all the way back to September? It does not take months or several weeks for non travel cash back purchases made online to be processed. All my September and October purchases (except for Expedia) should have been confirmed by now. I have been using Raku for years, this is not normal and I don't appreciate your dishonest service as a loyal customer.

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

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rakuten is purposely cheating customers out of their cashback due. They are literally taking 3 months in my case to confirm a purchase. It does NOT take 3 months to confirm with the retail store of a purchase is valid. They give you this BS answer about store policies/returns, etc. If someone would do their job, pick up the phone and call ****** ******, they would know nothing has been returned/changed. I am beyond frustrated with these ppl.

  

  Business response

  11/04/2024

  Hi ********, 

  We apologize for any confusion and want to assure you that we are diligently working on improving how we display Cash Back earnings for our Members. Whenever you make an eligible purchase through Rakuten, it will appear on your Cash Back Balance page. This page displays both your "confirmed" and "pending" Cash Back. "Pending" means that the Cash Back is not yet authorized for payment.
  
  While your order has been reported and is visible in your account, the store may not have authorized it for payment yet. Each store has different reporting times based on various factors, including return windows, making it difficult to provide a definite payment date. Rest assured; we are working hard to address this issue. Once your order is confirmed, it will be included in the next quarterly payment.
  
  This information is outlined on our site, here: *****************************************************************************************************************
  
  Sincerely, 

  Customer response

  11/04/2024

   
  Complaint: 22503475
  
  I am rejecting this response because:  Provide me with the contact details and I will contact the Neiman ****** myself and inquire if what you are stating is true and ask them why they are not validating my order made 3 months ago!
  
  Sincerely,
  
  ******** *****

  

  Business response

  11/05/2024

  Hi ********, 
  
  The relationship between ****** ****** and Rakuten is handled through an affiliate program. The contacts we have for the merchant are part of our confidentiality agreements with them. Unfortunately, this means we are unable to share that information.
  
  We are working hard on being able to present this to our Members in your Cash Back Balance page. We hope in the near future you will be able to see next to each purchase as to whether it is confirmed or still pending. Each store currently varies on the time it takes for Cash Back to be confirmed. Each store also depends on several factors, including the store, store policy, reporting schedule, exclusions and returns. It is due to this reason we have not been able to update our Members views yet but rest assured that is our number one priority.
  
  Thank you for your understanding.

  Customer response

  11/05/2024

   
  Complaint: 22503475
  
  I am rejecting this response because:  Have you attempted to confirm?
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for a Rakuten account, started using the account, and even referred a friend. Suddenly my bonus cash back did not show. I emailed, and received an email saying my account was deactivated. I only have one account- and this company is falsely accusing me of having multiple accounts. Had I known I would not have referred a friend. We have found a number of accounts in violation of our program terms related to yours. Due to the abuse of our program, our risk department has ended membership for all related accounts.This is terrible and ultimately a scam.

  

  Business response

  11/04/2024

  Hi Kat, 
  
  Please refer to article 12.3 of our Terms and Conditions (*****************************************************************************). Any suspected or actual cases of fraud activity will be escalated and reviewed in accordance with our fraud process. Company decisions are final. 

   We have found a number of accounts in violation of our program terms related to yours. Due to the abuse of our program, our risk department has ended membership for all related accounts.
  
  Sincerely, 

  Customer response

  11/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  you buy your product thr Rakuten and get money back from shopping they have been holding my pay backfor over a yeari have **mplained to them about my 58$ payback they have all kinds of excuses it doesnt take a yr to verify your shopping thru their ** i want my pay back and then i will close my ac**unt with them

  

  Business response

  11/04/2024

  Hi *******,
  
  Thanks for contacting us; were happy to help. Please visit our Privacy Preferences page so that you can access and manage. Via Web Browser:
  
  To find this page, Log into your account > Click your name > Click My Account > Click Privacy Preferences > Log in again (logging in twice is needed to ensure your data protection) > Click Delete Account > Delete Account. If you have remaining Cash Back, youll have the option to > Click Get Cash Back or I dont want my Cash Back, delete now.
  
  Via Mobile App:
  
  To find this page, Log into your account > Click the person icon on the bottom right of the screen > Click Privacy Preferences > Log in again (logging in twice is needed to ensure your data protection) > Click Delete. If you have remaining Cash Back, youll have the option to > Click Get Cash Back or I dont want my Cash Back, delete now.
  
  If you have any issues following the above steps or need any further assistance, please reply to let us know. Were here to help. To learn more, please visit our Privacy Policy. **********************************************************

  Customer response

  11/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  10/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I rented a VRBO which I paid in full on July 23, 2024 for a stay Sept *****, 2024. I have a copy of the confirmation page showing that the Rakuten extension was on (Big purple R logo with green checkmark confirming it was engaged). I have a $10 reward pending on my account. I tried through the website and app to submit the claim on 15 different occasions. Every time it either showed an error, wouldn't accept the email copy of the transaction as requested, or would just continually ask me to sign in and start again. Their customer service phone number directs you to the app or online. Their message says to wait 30 days after the trip is completed and that has passed. Their customer agreement ask you to click on a link to try and resolve first, which once again sent me in a loop. My 3% reward for a booking of $6187.14 is significant and I would like them to pay me. I have all the documentation necessary but no way to submit it.

  

  Business response

  11/04/2024

  Hi *****, 

  Cash Back for your order or eligible portion of your order at **** has already been added to your account. You may need to refresh your Cash Back Activity page to see this update.
  
  We have reviewed the Cash Back History for **** and confirmed their offer of $10 Cash Back on 7/23/24. Your Cash Back for this order has been correctly added to your Rakuten account. Your eligible orders will always earn the rate being offered at the time your Shopping Trip is created.
  
  Sincerely, 

  Customer response

  11/04/2024

   
  Complaint: 22498975
  
  I am rejecting this response because:

  Your offer when I placed my booking was and still is 3%.  
  
  Sincerely,
  
  ***** *********

  

  Business response

  11/05/2024

  Hello *****,
  
  We can see that **** is currently offering 3% Cash Back, however the Cash Back that you earn is based on the offer in place at the time your Shopping Trip is created. Our records show that **** was offering a flat rebate of $10 per order on the date you placed this order (7/24/24).
  
  At this time, we have added a $10 Valued Member Bonus to your account as our way of letting you know we appreciate your membership and understanding in this matter. The bonus will show as pending until you place your next Cash Back eligible order through Rakuten. Once the order posts to your Rakuten account, the bonus will be approved and reflected in your account balance. You can view this by clicking the "See Rewards" link on your My Account page here: *************************************************
  
  Sincerely, 

  Customer response

  11/07/2024

   
  Complaint: 22498975
  
  I am rejecting this response because:
  

  The date I began my search and my reservation with VRBO showed 3% on Rakuten.  I was careful to activate the extension when I logged in and did not log out.  Why/when it changed during the processing and posting of my reservations with VRBO from 3% to $10 is unknown to me and is irrelevant as it is out of my control.  There is a ***** difference between the $180 I earned and the $20 you offered me.  I could have used my credit card account extension and earned significantly more, but I specifically engaged my Rakuten extension fully expecting you to fulfill your offer.  Your mistake is costing me a significant amount of money, through no fault of my own, and your explanation feels like bait and switch.  This is unacceptable that you offered me 3% but waited to post to my account until it had gone to $10.   

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

• Initial Complaint

  10/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Rakuten tend to have large cash back promotions for ******* devices. At time, it can reach up to 15% rebates. In August, ******* and Rakuten was running a promotion values of 12% - 15% rebates on devices bought on ******* websites. I bought two very expensive the ******* Z Fold 6 valued up to $2000+ each before discounts and rebate. ******* was running their own promotion in addition to Rakuten rebate promotion. Through their website, both my order was confirmed with their shopping trip check **** in the portal. 3-4 weeks have passed, my rebate never came. I reach out to Rakuten for both of the order. The first one took around a month for a reply that they cannot verified the purchase even though there is literally an order number on there and Rakuten software acknowledgment that the order went through their browser plug in. Fine, I'll wait for the second order confirmation. This process took from early August until now end of October, and I am now received the same respond for the second order which both ******* and Rakuten was not able to verify. How do you not able to verify if I have the order number, shopping trip, and Invoices? I was patience to the process, however, this dance with Rakuten have been ridiculous, at this point, I am under the assumption that Rakuten did receive a rebate from *******, however, chose to not disclose until you escalate. Then in turn ignore or decide to provide you with possible compensation of smaller rebate instead. Through the timeline, Rakuten would initially obtain a credit line from it user with zero interest if it ever decide to provide cash back for it user.

  

  Business response

  11/04/2024

  Hi ****** **,
  
  As a courtesy to a valued member, your account has been updated to reflect this purchase with *******. You can view this Cash Back information in your account at this time.
  
  For future orders, please be aware that it is important not to visit any other site during your shopping session with Rakuten. Even if you are not taking advantage of any offers listed on another site, just by viewing the page can cause credit to be awarded to that site. Also, surfing elsewhere on the web can break the link to Rakuten for earning credit. Please keep this in mind when you are shopping with us to ensure that your orders receive the rebates you are expecting.
  
  Sincerely,

  Customer response

  11/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  10/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Placed an order on ******* using Rakuten cashback 15% event on September 2, 2024. In the image below, it shows that *** successfully activated after the purchase and shows that the cashback amount would be $190.85. After a few days when it got delivered, I saw it showed $0 and Ive always had to do the missing cash back option for all my previous purchases. It said cashback would be processed by the 9th and I had mentioned in one of my emails that the delivery was delayed and was wondering if they would impact the cashback. Rakuten assured me it would not as my fridge arrived on that 9th. I kept trying to reach out after 15 business days had passed for an update but most of the responses I get are the same. Now today I received an email that they could not verify the purchase as being eligible. I made sure to follow the exclusions listed on the site. I did not use any codes during the purchase and only had the Rakuten extension installed on my mobile browser. I've also made a smaller purchase last month and still haven't received anything as well but did not want to put an inquiry on that since it wasn't that much. Right after the purchase confirmation on my phone, Rakuten had shown me a page of saying congrats and that I should be expecting cashback. Everytime I have had to use Rakuten, I always needed to use the missing cash back option.

  

  Business response

  10/30/2024

  Hello Christian,
  
  We apologize for any misunderstanding this has caused. When you shop through Rakuten in accordance with the terms set forth by Rakuten and the store, the store pays a commission to Rakuten. This commission is what we pass along to you in the form of Cash Back. Since this order was not automatically reported, we submitted a request for payment to ********
   
  ******* has not responded to the request for payment that was submitted to them for this order. This means that at this time, no commission has been paid to Rakuten therefore there are no funds available to pass along. The payment request is still open. If ******* is able to confirm that a commission will be paid, the Cash Back for this order will be added to your account automatically. If ******* is not able to confirm that a commission will be paid to Rakuten or if they deem the order to be ineligible, no additional funds can be added to your account for this order. 
   
  Thank you for your understanding.

  Customer response

  10/30/2024

   
  Complaint: 22489891
  
  I am rejecting this response because:

  I received this email:
  
  Member Services (Rakuten) 
  Oct 29, 2024, 02:03 CDT 
  Hi Christian,
  
  Unfortunately, ******* has been unable to verify this purchase as being eligible for Rakuten credit.
  
  There are many ways this can happen. Here are a few examples:
  
  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 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.
  
  Find more information about exclusions and limitations at www.rakuten.com/help/exclusions.htm

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

  

  Business response

  11/04/2024

  Hello Christian,

  The email response that you received is due to ******* being unable to verify this purchase as being eligible for Cash Back within 45 days of our submission request. ******* has not responded to the request for payment that was submitted to them for this order. This means that at this time, no commission has been paid to Rakuten therefore there are no funds available to pass along. If ******* is not able to confirm that a commission will be paid to Rakuten or if they deem the order to be ineligible, no additional funds can be added to your account for this order. 

  Cash Back is added to your Rakuten account when the stores that participate in the Cash Back program report a purchase to Rakuten as being eligible for Cash Back. Please see Article 11.4 of the Terms of Conditions. 'The determination of whether a purchase made through an Affiliate Store qualifies for Cash Back is at the sole discretion of Company. If an Affiliate Store fails to report a transaction to Company or fails to make payment to Company for any reason, Company reserves the right to cancel the Cash Back associated with that transaction.' *********************************************************************;
  
  Thank you for your understanding.

  Customer response

  11/07/2024

   
  Complaint: 22489891
  
  I am rejecting this response because:

  I have reached out to ******* via email/chat and was told that they were not sent an inquiry about my order from Rakuten. Something doesnt add up because now when I check the app, the ******* cashback status is missing while I still see all my other orders.
  

  If ******* doesnt provide a response then theres no point of going through them anymore if they are not honoring their 15% during holidays then. I have seen others experiencing this same problem on other platforms such as reddit, ******** and various social media. Ive followed everything by making sure I was going through Rakuten and receiving the notification at the end of the purchase that my cashback was confirmed and to wait. No coupons used, Rakuten extension only, and did not use anything else when making my order.

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

*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. ↩