This business is not BBB accredited.

Rakuten.com Shopping

Phone: (949) 389-2000 View Additional Phone Numbers 85 Enterprise #100, Aliso Viejo, CA 92656 View Additional Email Addresses http://www.rakuten.com View Additional Web Addresses


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Description

This company offers online shopping.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Rakuten.com Shopping include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 220 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

220 complaints closed with BBB in last 3 years | 33 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 48
Billing/Collection Issues 14
Delivery Issues 43
Guarantee/Warranty Issues 3
Problems with Product/Service 112
Total Closed Complaints 220

Customer Reviews Summary Read customer reviews

5 Customer Reviews on Rakuten.com Shopping
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 5

Additional Information

BBB file opened: Business started: 09/12/1997 in CA Business incorporated 01/08/2015 in DE
Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Susan Paraham, Customer Service Manager
Contact Information
Principal: Ms. Susan Paraham, Customer Service Manager
Number of Employees

120

Business Category

Internet Shopping Fashion Accessories Books - New Computers - Supplies & Parts Video Games - Dealers

Alternate Business Names
Buy.com Rakuten Commerce LLC
Industry Tips
Internet Shopping

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    85 Enterprise #100

    Aliso Viejo, CA 92656 (800) 800-0800 (949) 389-2000

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/1/2016 Problems with Product/Service
9/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: An item was purchased on Rakuten website, on August 5 2016. Was to be delivered 2 to 3 business days. Never received as of today August 25, 2016.Spoke to customer service was very rude and could not help Spoke with manger James Falcun was not able to help, he said package was circulating around. A refund was requested but could not do anything until package was not returned to them...we never got package and want a refund..its infair that we cannot get the money back..

Business Response:

Hi ******,

I am sorry for the inconvenience you experienced.  

I am reviewing your account and I see we had two representatives reach out to assist you.  Unfortunately they never got a reply for a confirmed phone appointment.  We are here to assist merchants with any questions or concerns.

if you have any further questions you can always reach out to our Merchant Support Team at merchants@marketplace.rakuten.com. Please include your account information in the email.

Thank you,

Rakuten.com Customer Support

8/28/2016 Advertising/Sales Issues
7/31/2016 Delivery Issues
7/26/2016 Problems with Product/Service
6/8/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of shoes which have not showed up. I contacted customer service about this on May 26th. They followed up saying that the had reimbursed me with 3000 "super points" to my account (the value of the shoes that never turned up so that I could reorder them). Those points never went into my account, and now I have had four or five emails back and forth with them. They have acknowledged that they have had trouble putting the points into my account, but then say that the points are there. But when I log in, I still have no points. It has been close to a week now of constant contact and still no points. They have stopped returning my emails.

Desired Settlement: My desired outcome, now, is a refund. Thank you.

Business Response:

Hi, 


Thank you for contacting Rakuten.com.

You can check your Rakuten Super Points™ balance at any time in your Rakuten Account. To do so, please:

1.) Click on the ""My Account"" link in the header of any Rakuten page
2.) Click on the ""View Your Rakuten Super Point™ Balance"" link under the heading “Rakuten Super Points” in the “Payment” section
3.) Enter your User ID or email address and password, and log in

You will now be able to see both your accrued balance and available balance of Rakuten Super Points™ will be displayed here once they have matured.

Please let us know if there is anything else we can do to assist you, and thank you for shopping at Rakuten.com.

 

Thank you, 

Rakuten Customer Support

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Rakuten did offer me superpoints, BUT they only offered me 300 points, which is the equivalent of $3.00. They had said they would give me 3000, which would be the equivalent of $30.00, which would cover the cost of the original purchase.

I'm very frustrated and would actually prefer not to have to deal with this company again, and prefer a cash refund over the super points.


Regards,

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



Business Response:

Hi ****, 

 

We have already issued the promised Rakuten Super Points to your account. 

 

Thank you,

Rakuten Customer Support

5/17/2016 Billing/Collection Issues
4/23/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have a copy of the advertisement for White Porcelain Creme brulee/mini quiche dishes, set of 4.priced at @ 2.00 a set. I ordered 3 sets which means I should have received 12 dishes. ****** ******* filled the order and sent me 3. I needed them the week after they arrived for a party event. When I only received three, I contacted ****** ******* and because I was desperately needing them for an event, I ordered 9 more which I received two days before the event. I explained to ****** about the advertisement and they could not find it, and said the price was $2.00 per dish and not as the advertisement had stated. After the event was over and the Christmas holidays, I contacted both ****** ******* and Rakuten by email stating my complaint. They returned my money in the amount of $11.00. I did not want the money returned, I wanted 9 more dishes as the ad stated that I should have received to begin with. Rakuten order no. ******** and ****** ******** conf. no. **********. Because of my excitement at finding such a great price on these dishes, I also told a friend, and she received only 3 as well. She too is upset, but is letting it go. Both my dad and daughter have businesses, and if they make a mistake in advertisement, they honor the ad, and then quickly change it. If you need copies of the original ad which cannot be found on the internet, I have a copy which I am thankful I copied off to show my friend.

Desired Settlement: I would like 9 more of the white porcelain creme brulee/mini quiche dishes as originally ordered and paid for according to the advertisement. I will gladly return the $11.00 they returned to me.

Business Response:

Hi ******,

I apologize for the inconvenience you have experienced.

Based on our records, a refund in the amount of $11.00 has been issued to you on 2/2/2016.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I am not happy with the response that they refunded my $11.00.  I had rather they keep the $11.00 or I can pay them again for the credit.  The advertisement said I would receive a set of 4 for $2.00 and I ordered 3 sets of 4.  I only received three total, not 3 sets as advertised. I would like for you to send me the additional 9 that I should have received in the first place according to your ad which I still have a copy of.  From my own business experiences, I thought you had to honor the advertisement.  It was because of the ad that I placed the order; otherwise, I would have bought locally.

****** *****

4/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello: On 2-12-16 I made a purchase of $30.57. It posted on 2--16-16. I placed the order using my (free) points so my credit card should not have been charged. I was informed that I didn't use my points, that I used my card. This is incorrect. When I received my email confirmation, no where in the email is there any indication that my credit card was charged. I believe this is done intentionally. Thank you, ****** ********* *** *** ****

Desired Settlement: Credit my credit card for the full amount.

Business Response:

Hi ******,

Regrettably, we are unable to manually apply available Rakuten Super Points™ on orders that have completed the checkout process. Since your available 3,662 Rakuten Super Points™ will expire as early as 1/8/2017, please apply your Rakuten Super Points™ on your next order with us before 12:00am on 1/7/2017.

Your available Rakuten Super Points™ automatically display in your cart and on the checkout page when you complete your purchase. You can choose how many Rakuten Super Points™ you want to apply during the order review stage of the checkout process. You may apply your Rakuten Super Points™ on the order ""Confirmation"" page of the Rakuten.com Checkout process.

To apply any or all of your available Rakuten Super Points™, enter the amount of Rakuten Super Points™ you would like to apply to your order in the text box provided in the ""Rakuten Super Points™"" box and click the ""Apply points"" button. Your Rakuten Super Points™ will be applied to the order using the Rakuten Super Points™ with the closest expiration date first.

For more information on using Rakuten Super Points™, please see the below help page under the heading ""How can I use Rakuten Super Points™?"":

http://www.rakuten.com/help/content/219

4/11/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered projector lamp last Aug. 2015. The receiver did not get the item. Though the UPS tracking no. showing that items was received by a certain person. Shipping weight that show in the UPS tracking doesn't match the actual weight of the item. I was asking if they could provide a packing slip but they could not provide it. They never give me a refund because it is more than 60 days before I reported. But the proof I gave them are enough to show that item was not received by the receiver. Their customer service doesn't have the capacity to resolve the issue. They only take the information I am giving but there's not direct person that I could discuss further and I could not get a complete and reasonable answer.

Business Response:

Hi *******,

The item was delivered and signed for on 8/13/2015. You will have to resolve this issue with your customer as the merchant fulfilled and shipped the items to the address provided.

Again, we will not be refunding you for this order and will be unable to assist you further.

Thank you,

Rakuten Customer Support

3/3/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a watch, same style, same sku# ********* at two different times order ********, ********, at two different prices $54.99, $84.99 not including tax and shipping. Both times I got a completely different item for a man, I'm a woman and then they sent it to an address I haven't lived in 7 years so I never received it. I never received the correct item or compensated properly for the extreme frustration and inconveinece ai have been put through. They refunded me the first time that's when I went ahead and reorderd it a second time only to get the run around again and lied to. They wanted to give me $125 points as credit to use towards another purchase and a refund. I was told the watch was unavailable at the price I ordered it for, that if I wanted I could go back on their website and order it again at the price of around $2500. I feel infuriated and my intelligence has been insulted by this offer.

Desired Settlement: I want the exact or comparable watch I originally ordered. If not, credit for the full value of the original watch I paid for and ordered. They advertised a watch a for a certain price on two different occasions and I want what I ordered.

Business Response:

Hi *****,

I apologize for the inconvenience you have experienced.

As discussed, we have already issued a full refund for both orders. We have also issued you $125 worth in Rakuten Super Points™.

The seller is unable to honor the incorrectly listed price.

For more details about our policy in regard to mispriced products or services, please review section 9 of our terms and conditions at:

http://www.rakuten.com/corp/legal.asp 

Thank you,

Rakuten.com Customer Support

 


2/18/2016 Problems with Product/Service
2/10/2016 Problems with Product/Service
1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 13, 2015, I placed on online order through Rakuten.com for $31.99 for a videogame, order# ********. I received notice that the item shipped on 12/14, with an estimated delivery of 12/22/15. It never arrived. Rakuten.com only has an online submission help form, which I completed on 12/22/15, inquiring about my order. Rakuten is a distributor, and also provides direct contact to the actual seller - a company listed as RushHour Games. Again, they only allow you to contact that seller via online submission form. I also did this on 12/22. I received no responses until December 30, 2015, via email from a company identified as CheetahDistributor.com. An unidentified Customer Service personnel apologized saying there was an "issue with my shipment," and asked if I wanted the item sent immediately. I replied on 12/31 asking for it to be sent, and inquiring about a further discount because this was supposed to be a Christmas gift, and I was very disappointed with the customer service. They have never replied, and my credit card has been charged for the $31.99. I have tried contacting the company and Rakuten 8 different times now, and I never get a response beyond Rakuten sending an automated message that they will follow-up soon, but it's been 5 days since my last submission and still no response. I am very worried given the lack of any way to contact any of these sellers via phone that this is a fraudulent enterprise. I am looking to cancel the order and have my monies refunded.

Desired Settlement: I am entitled to a refund, and I believe the company should provide a phone contact for future customers.

Business Response:

Hi,

I am sorry to hear you did not receive your item.

I have issued a refund in the amount of $31.99. Please allow 1-2 business days for the refund to reflect your method of payment.

Thank you,

Rakuten Customer Support

1/20/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I am writing because of a purchase I made off the Rakuten website in early December. I received notification that my item had shipped on 12/15/15, however I have yet to receive the delivery. When I sign in to check the status, no account or history exists, despite me entering an order number. I have attempted to call the 1800 number but that is continually busy. Also, I have emailed six times to which I have not received a reply. Since I paid for the items through PayPay, I have filed through them, as well, as I am seeking reimbursement for the undelivered items. Thank you.

Desired Settlement: I would like a FULL refund, including the $60+ charges spent in shipping. Additionally, I would like the opportunity to review this website and my experience.

Business Response:

I am sorry to hear you did not receive your item.

Regrettably, I am unable to issue a refund as a ****** Dispute has been filed. Once a dispute has been opened, all refund requests must be handled manually through ******'s Resolution Center. This requires us to respond via the ****** Resolution Center with our resolution and await ******'s action. In some cases this may take up to 21 days for ****** to review and close the case.

I already forwarded this case on to our ****** Account Manager for review. If you wish to avoid the possible wait time, you may close the dispute and contact us to let us know once it has been closed so we can manually expedite your refund.

Thank you,

Rakuten Customer Support

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As per the response from Rakuten, I am welcome to contact a representative once my ****** complaint has been closed. If Rakuten can provide me with a customer service agent and direct phone number that I can reach him/her at, then I would gladly close the dispute with ****** once I have made contact with the representative.  The entire reason this complaint had to be filed is because no one at the company was responding to my emails (that went to Japan I believe) and the phone number does not go through. 

Regards,

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



Business Response:

Based on our records, it seems that you have been in contact with one of our representatives.

Once you have closed the dispute, we will gladly refund you.

Thank you,

Rakuten Customer Support

1/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Prior to Christmas, I ordered a refurbished laptop from Rakuten.com with nice advertised performance at reasonable price, as a gift for my teenage daughter. While the order came late (after Christmas), the biggest disappointment happened after opening the box. The computer was the right brand, but it was not the computer I ordered. The one I received has much lower performance, and some advertised hardware is missing all together. Rakuten.com advertising “Marketplace Guarantee” for up to $500 purchase price refund, with detailed directions to that link if there is something wrong with the order, but I attempted to utilize this option, the link was nowhere to be found. All four emails sent to the company within last 10 days were ignored, even though they advertising to respond to any email within 1 business day.

Desired Settlement: Willing to work on any number of options; from flat return and full refund (providing the company will pay for return shipping), partial money return, to compensation with order products to bring the computer performance as advertised.

Business Response:

Hi,

I am sorry to hear you received the incorrect item. This item was purchased from the seller, CNB Computers.

I can offer you a partial refund of $50 for you to keep the item.

If you wish to return, can you please provide us with the following:

  • Do you still have the original manufacturer packaging?  If so, please DO NOT discard any of these materials
  • If your item has been opened, can you please provide us with the serial number?
  • Can you please provide the part or manufacturer number of the item received?
  • Can you please let us know what item you received?
  • Can you please tell us the difference between the item you received and the item you ordered?
  • Once we receive your reply, we will be glad to continue processing your request.

    Thank you,

    Rakuten Customer Support

     

    1/15/2016 Delivery Issues | Read Complaint Details
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    Additional Notes

    Complaint: I placed my $150 order on Dec 7th 2015. Rakuten processed my payment on the 11th but the merchandise was never shipped. It has almost been a month since I placed my order. I have sent 3 emails to the company. I have called numerous times. I have yet to speak to a soul. The customer service is non existent. I have no idea to do to get in touch with a customer service representative.

    Desired Settlement: I want to speak with a customer service representative. I also want a refund. I never received my merchandise.

    Business Response:

    Hi,

    I am sorry to hear you were unable to get a hold of our customer service.

    Based on our records, I see that your concern has been addressed. A refund was already issued for your order.

    Thank you,

    Rakuten Customer Support

    1/14/2016 Delivery Issues
    1/8/2016 Problems with Product/Service | Read Complaint Details
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    Additional Notes

    Complaint: I register Rakuten.com account in 5th Dec, 2015. I brought 4 gift cards each at 10000 yen and recharged to my account. Recently, I make a purchase and ship to a tokyo address. Few days later, my account can't login without notify or explanation. I can't access my account and use my paid credit in my account. It is rude and unacceptable to block members account without any explain. I request activate my account and avoid the situation happening again. My account id is *******04@gmail.com

    Desired Settlement: I request activate my account and avoid the situation happening again.

    Business Response:

    Hi ***,

    I am sorry to hear you are unable to log into your account.

    The email address you gave does not pull up an account in our system. Can you provide a different email address that you may have used?

    Thank you,

    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I would like to inform Rakuten.com that please check again the account registration. I made the registration and purchase through the Japanese language site (Rakuten.co.jp). The registered user ID is *******04@gmail.com I made purchase previously, the order number may help for checking which is ******************.


    Regards,
    *** **



    Business Response:

    Hi,

    Rakuten.co.jp is our sister company. You will need to contact them in regards to your issue. We are unable to assist you further as you did not purchase from us on Rakuten.com.

    Thank you,

    Rakuten Customer Support.

    1/5/2016 Problems with Product/Service
    12/28/2015 Problems with Product/Service | Read Complaint Details
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    Additional Notes

    Complaint: I ordered a product from their site on 11/27. This was estimated to be delivered in ten business days. I contacted their customer service via email on 12/14 to follow up on my order. Their site claims the will respond in one day. I have contacted them again on 12/16 and today 12/17 and have not received any response besides the automatic email response after sending my emails. I attempted to cancel my order, contact the seller, and checked tracking, but I have been unsuccessful at all three. The tracking link I received in an email from Ratuken notifying me that my item shipped on 11/30 has not changed since 11/30. The seller's contact number that was posted on the Rakuten site was not a working number. I would like to resolve the issue by canceling my order and getting a refund, but I have not been able to communicate with Rakuten.com's customer service.

    Desired Settlement: I would like them to improve their customer service and validity of their sellers

    Business Response:

    Hi *****,


    I am sorry to hear you did not receive your order.

    Based on our records, your order was refunded on 12/17 in the amount of $22.30.

    Thank you,

    Rakuten Customer Support

    12/19/2015 Delivery Issues | Read Complaint Details
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    Additional Notes

    Complaint: This is regarding order ********. My order was shipped to an old address that I 1) Have never used for rakuten.com before and 2) was deleted from my address book prior to placing the order. Somehow, that old address was still selected as the one for shipment. I did not realize the rakuten.com error until I got notification of delivery. I have attempted to contact rakuten.com twice through their customer service forms (which state 1 business day response), but I have received no assistance or status of my complaint.

    Desired Settlement: Delivery of order or refund.

    Business Response:

    Hi,

    I am sorry to hear you did not receive your item.

    As a one time courtesy, we will issue a refund for the order. Please allow 1-2 business days for the refund to reflect on your method of payment.

    Thank you,

    Rakuten Customer Support

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    **** ******

    12/15/2015 Problems with Product/Service | Read Complaint Details
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    Additional Notes

    Complaint: Ordered a monitor through Rakuten.com on November 27, 2015 and took advantage of their promotion to open a credit card and get account credit. I noticed the item has not shipped on 12/3/2015 even though it says item will leave warehouse 1 to 2 business day. The item is through a third-party vendor ***********.com. I called *********** but they couldn't found an order because Rakuten never send in the order and refer me back to Rakuten. Rakuten couldn't find my order or my account and refused to offer any help and refer me back to ***********.com. I do not understand why I could clearly see my order online and both Rakuten and *********** have no records of my order. I need my monitor. I couldn't even cancel it. Both parties offer no help at all. This is unacceptable!

    Desired Settlement: I want my order ASAP and get their systems fixed.

    Business Response:

    Hi *****,

    I am sorry to hear about your experience with one of the sellers on our site.

    Based on our records, your order has been cancelled by the seller since the item is no longer in stock.

    If you have any outstanding issues with your order, please contact us at support@customersupport.rakuten.com and we will investigate your claim further.

    Thank you,

    Rakuten Customer Support

    12/12/2015 Problems with Product/Service | Read Complaint Details
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    Additional Notes

    Complaint: The item I ordered was not the correct item that I received. I have make 3 attempts to contact them, 2 on 12/8 and 1 more on 12/9. I can only contact them on their website. No customer service number is given. I fill out the form with me issue on their website and it says they will contact you within 1 business day. I have had no contact at all except an email that just gave me a reference number.

    Desired Settlement: I was originally asking for a return and replacement but no I only want a refund of the money I paid. I believe the substitute item that was sent was of lesser value.

    Business Response:

     


    Hi *****,

     

    I am sorry to hear you received a wrong item.

    I can see that this item was purchased through one of the marketplace sellers on our site. I will refund you the entire cost of your item in the amount of $31.29, and there will be no need to return this item.

    Rakuten works closely with its sellers, and holds them to the same high standards as we offer at Rakuten.  To this end, we encourage you to leave feedback for the seller regarding your experience so we can track reoccurring issues.

    Thank you,

    Rakuten Customer Support.

     

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ***** ******

    12/11/2015 Problems with Product/Service | Read Complaint Details
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    Additional Notes

    Complaint: I purchased an item from this retailer through the **** *** website (they are an "approved" marketplace retailer) on 11/10. On the 12th I determined that I did not need the product so I contacted to get a return merchandise authorization. I was told that I would have a reply within 24 hours. I received one email back asking about the order number, but never heard from them again. Subsequent, multiple emails and phone calls have been unanswered and ignored by this retailer. I am now almost a month later and they are seemingly waiting for the 45 day return period to run out to respond to this. I DO NOT want the product, I WANT a full refund and to be done with this scam of an operation.

    Desired Settlement: As stated, I no longer need the item, and demand a refund - including shipping at this point.

    Business Response:

    Hi ****,

    I am sorry to hear you are having trouble returning the item.

    Based on our records, we issued a RMA and a return label on 11/16/2015 for you to return the item.

    The return merchandise authorization (RMA) number is *******. Please use the attached prepaid shipping label for the return:

     All returns must include the original manufacturer's packaging (including the UPC code, all manuals, and accessories) along with the product or our warehouse staff will not be able to accept the return and it will be sent back to you.  

    Once it has arrived at our warehouse, we will notify you of its receipt by email.  It can then take up to 3 to 5 business days for an RMA to be processed and inspected.  Once you have been notified via email that your refund has been submitted, please allow 1 to 2 business days for the refund to show on your method of payment
    .

     

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I have dug through 3 email accounts, 3 spam, 3 junk and 3 inboxes... in those 9 folders, hundreds of messages there is NO RMA information that they have provided. I can send the entire content of my inboxes to you to show that they have not sent anything.  If they had, I would GLADLY have returned the item weeks ago.

    If they issue a number, and provide shipping I will accept. but they have not.

    Regards,

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



    Business Response:

    Hi ****,

    I attached the label to my previous response. I have attached it for you in this response as well.

    The return merchandise authorization (RMA) number is *******. Please use the attached prepaid shipping label for the return:

     All returns must include the original manufacturer's packaging (including the UPC code, all manuals, and accessories) along with the product or our warehouse staff will not be able to accept the return and it will be sent back to you.  

    Once it has arrived at our warehouse, we will notify you of its receipt by email.  It can then take up to 3 to 5 business days for an RMA to be processed and inspected.  Once you have been notified via email that your refund has been submitted, please allow 1 to 2 business days for the refund to show on your method of payment
    .

    12/11/2015 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a cell phone charger on November 18, 2015, and paid $15.99 for it. The seller emailed me a tracking number after shipment, and the tracking number showed the item being delivered to Chicago, IL, although my billing and mailing address are in Tennessee. I contacted the seller through their web site on November 25 and December 1 advising them of the error, and have not received any response.

    Desired Settlement: I will accept a refund of my $15.99 payment for the item that was not received.

    Business Response:

    Hi,

    I apologize for the inconvenience you have experienced with your order.

    Based on our records, I can confirm that the marketplace seller issued a full refund on 12/02.

    Thank you,

    Rakuten Customer Support

    11/20/2015 Advertising/Sales Issues
    11/13/2015 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: If Rakuten/Buy.com does not issue a full refund to me, then I will proceed with a charge-back against Rakuten/Buy.com. Rakuten/Buy.com needs to issue a complete refund in the amount of $147.98. Please refer to the order# ******** from 08/29/2015 in the amount of $147.98. The support team at Rakuten has been ignoring me. Refer to the following messages: [RE: Re: Rakuten Order #n/a Returns/Defective Item [#*******]] from 10/20/2015; [Re: Rakuten Order #n/a Returns/Defective Item [#*******]] from 10/20/2015; [RE: Re: Rakuten Order #n/a Returns/Defective Item [#*******]] from 10/12/2015; RE: Re: Rakuten Order #n/a Returns/Defective Item [#*******] from 10/08/2015; Re: Rakuten Order #n/a Returns/Defective Item [#*******] from 10/08/2015; Rakuten Order #n/a Returns/Defective Item [#*******] from 10/06/2015; RE: Re: Rakuten Order #n/a Returns/Defective Item [#*******] from 10/06/2015; Re: Rakuten Order #n/a Returns/Defective Item [#1******] from 10/06/2015; RE: Re: Rakuten Order #n/a Returns/Defective Item [#*******] from 10/05/2015; Re: Rakuten Order #n/a Returns/Defective Item [#*******] from 10/05/2015; and Rakuten Order #n/a Returns/Defective Item [#*******] from 09/21/2015. The key-capturing devices failed. They worked for a limited amount of time. After that period of time, they ceased to work. I cannot return the device because it contains captured passwords and other personal information. Through a different retailer, the same manufacturer of the devices, Keelog, that I purchased through Rakuten/Buy.com also sold me defective video capturing devices. This is not at all a reliable company. The quality control is absolutely terrible. In fact, Keelog seems to be out of business now. In all, I need Rakuten/Buy.com to issue a refund or else I will proceed with a charge-back.

    Desired Settlement: The manufacturer appears to be out of business. I am being ignored and denied an overdue refund. I purchased two devices through Rakuten/Buy.com. When I visit the manufacturer's website, I get the following message in Polish: BLAD 500 WEWNETRZNY BLAD SERWERA INTERNAL SERVER ERROR SPRAWDZ NA WWW.KOMUNIKATY.NAZWA.PL CZY SA W TYM MOMENCIE PROWADZONE PRACE TECHNICZNE XX:47 To kod diagnostyczny, który pomaga naszym administratorom szybciej zidentyfikowac blad i sprawniej zlikwidowac jego skutki. Podaj go kontaktujac sie z naszym Biurem Obslugi Klienta. Kliknij tutaj, aby skontaktowac sie z naszym Biurem Obslugi Klienta. The above message translate to: ERROR 500 INTERNAL SERVER ERROR Internal Server Error CHECK IN WWW.KOMUNIKATY.NAZWA.PL ARE AT THIS TIME TECHNICAL WORK CARRIED OUT XX: 47 The diagnostic code that helps our administrators to quickly identify the error and efficiently eliminate its effects. Give it by contacting our Customer Service. Click here to contact our Customer Servic

    Business Response: Hi BBB, 

    The customer has already been refunded in the amount of $147.98 on 11/02. 
    Please let me know if you have any further questions. 
    Thank you, 
    Rakuten.com Customer Support

    11/10/2015 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I made a purchase through Jet.com on 10/19/2015. I was told it was shipped from buy.com (rakuten.com). I never received a tracking number to track the item until over a week after supposed delivery. My item is missing and neither Jet.com or Rakuten.com are assisting me to refund my money or help locate the missing item. I have already contacted Fedex as well. All companies point the finger at the other. Jet tells me to contact Fedex or Rakuten and Rakuten tells me to contact Jet. I have done all the above to no avail.

    Desired Settlement: At this point, I want a full refund for the missing item.

    Business Response: Hi BBB,

    Based on our records, the item was delivered and signed for by C******** on 10/23. The item was shipped via FedEx with tracking number ***************. 
    We will be unable to refund the customer has the item was delivered and signed for. 
    Thank you,
    Rakuten.com Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


    Regards,

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


    I did not sign for the package. I was told by Fedex to leave a note on the door for Fedex to leave the package because the Fedex person did not leave the correct door tag. I did as I was instructed and was left yet another door tag stating the package was on my patio. It was not.   All Rakuten, Fedex, and Jet do is point the blame at others so someone needs to take responsibility for this missing item as it is SEVERELY affecting my ability to work without it.  This is ridiculous.

    Business Response:

    Hi,

    As stated, we will be unable to assist you further since the item was delivered to the address provided and signed for. I have also attached the proof of delivery provided by FedEx.

    Thank you,

    Rakuten.com Customer Support

    10/26/2015 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I received a defective item. I had to contact them several times about it. Finally I was sent a label and no refund a week later. This process has taken an entire month. I have tried to get a response back and nothing.

    Desired Settlement: I want a refund. I have things to do.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    A refund has been issued in the amount of $99.90 to your method of payment on 10/9/15.
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    10/14/2015 Problems with Product/Service
    10/12/2015 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a product back on 9/5/15 (#********) in which I immediately canceled. I did so on their website (as instructed), as well as, through PowerWarehouse (also as instructed). I received a confirmation of my cancellation through Rakuten.com. However, they continued to charge my card. I contacted my financial institution and they disputed the charge and it was credited back. On 9/15/15, I received an email stating that my order was on its way! I immediately called and the representative was quick to apologize and said that this matter would be handled and to not worry. 30 minutes later, I received a message that my debit card was, AGAIN, charged $137 from Rakuten.com. I called back asking what transpired after 30 minutes and why I was charged once again. The representative had nothing to say other than, "whoops"! I now have flagged this company as a fraudulent business with ** ****** ***** so they won't be able to just charge my card again for no particular reason. Today I received a phone call asking me to send back the product that was delivered on 9/17/15. As I was instructed in an email from ******* on 9/17/15, they would send a return label so I could ship the product back. I'm fine with that. However, this representative today (Isis) claims I need to spend my money and ship the product back. I am contacting an attorney for the fraud on my account. This company should be put out of business if this is how they operate. Stealing/fraud is a crime.

    Desired Settlement: I want this company to honor at least 1 of their promises and hold true. OR, be shut down

    Business Response: Hello. 


    Thank you for contacting Rakuten regarding order number ********. 

    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 

    I have sent a pre paid label to the email address we have on file.  Once the item has been returned, a full refund will be issued. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 

    Sincerely, 
    Rakuten Customer Support

    10/7/2015 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: Purchased a Toshiba - Canvio Connect 2TB External USB 3.0/2.0 Portable Hard Drive - Blue and at no time during purchase reviews or specs did the seller mention that the product contains a high amount of lead. When I received the hard drive and opened the box I was surprised to see a slip of paper with a warning "California Prop 65 Warning - This product contains chemicals, including lead, known to the state of California to cause cancer and birth defects or other reproductive harm. Wash hands after handling" I immediately put the hard drive back in the box (without having ever taken it out of the plastic inner packaging). I do not feel safe using this item and told the company I want to return it and they have not responded to my email. I followed their return email instructions and still haven't heard from them.

    Desired Settlement: Full refund and a pre-paid shipping label in order to return item.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have confirmed we have issued a pre-paid return label and the item has been returned via UPS tracking ******************. A refund will be requested to your account once we receive and process the return at our warehouse. Your refund should show on your method of payment within 1 to 2 business days after we process your return.
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    8/27/2015 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a sectional outdoor sofa through eBay from Go Plus Corp (Rakuten) that came in 3 boxes. Rather than receiving boxes 1, 2, and 3 (which are clearly marked), I received two box 2s and a box 3. I called immediately and sent a pictures of the incorrect shipment as requested by the company. After numerous phone calls and emails, I have been told that the correct box will not be shipped until I send back the incorrect one. Considering this was a mistake made on Go Plus's end, I am surprised (and a little disappointed) that the company is dragging their feet to rectify the situation. The missing box should have been set out the day I called explaining the mix up. Go Plus has my money ... I don't have a usable piece of furniture. If I send back the incorrect box, I have no leverage and no guarantee the missing box will be sent to me any time soon ... if at all. The extra box is unusable, even with a box 1, so I would have no reason to keep it. There are not enough bolts to put it together, there are no back cushions for it, and it would not fit into the completed sectional. Even if this were not the case, I should not (as the customer) be the one taking any chances. Since I am not willing to send back the incorrect box with out a tracking # to show the correct box was on it's way, and GoPlus is not willing to send the correct box without my first returning the incorrect box, we were at a stalemate. So instead, I asked for return labels for the entire set to be returned for a refund. I was then informed I would need to pay the shipping on two of the boxes ~they would only pay for the incorrect box to be returned. The shipment was incorrect and I should have to pay to return any of it. Although is came in 3 boxes ... it ONE item.

    Desired Settlement: Ideally box 1 would be shipped to me today and I will send the duplicate box 2 back using the provided return label as soon as I have a tracking number. If this is not an option, I want to return the sectional at no cost to me for a full refund.

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. lthough GoPlus said they would not mail the missing box until I returned the incorrect box, a box 1 showed up on my porch this evening. Thank you for your time, and I’m happy to report I will not need your services.

    Regards,

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

    8/24/2015 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I made two purchases from Rakuten.com (Buy.com) on 6/11/15 and 6/28/15. I received my scanner (Whistler 1080) and found it to be an obviously USED item and not a NEW item that I ordered. The radio was completely scratched and dinged up all over and the packaging was torn and shredded. I contacted Rakuten online and used the RETURN ITEM link. I filled out a request for an RMA and was called instead. After much debate (they initially refused an RMA) I was given an RMA number to return and finally got my refund from them. I was skeptical about ordering from them again and decided to give them another chance to excel in customer service. So, on 6/28/15, I ordered a MOTA G2 Pro bluetooth enabled watch, for my hearing impaired wife, that Rakuten and the manufacturer advertises to have a "Host" of features, able to send emails, alerts, and fully functional with either an Android or IOS phone, etc. I received the watch today and tried to set an alarm on the phone to vibrate the watch when activated and it fails to work with the IOS alarm/alert function. I also tried to send an email and the watch does NOT send any email. But, the user is required to constantly use the phone to activate features or send emails, so having the watch makes no sense at all. The phone must be unlocked, the user must then read and ok the email and only then can it be sent, but without verification of what was said unless the user reads the message first on the phone. This is totally false advertising and I feel I have been intentionally deceived and ripped off by MOTA and RAKUTEN. If a customer wears the watch and has to repeatedly interface with the phone in order to accomplish the tasks that are advertised as features of the enabled watch, then it makes absolutely no sense to wear the watch. Even the phone feature does not work as advertised. In addition, the band's rubberized wearing surface is defective and does not fully adhere to the band, so that one cannot even put on the watch.

    Desired Settlement: I want a full refund of my money based upon the following: 1. The Rakuten return policy states I am able to return for refund any item that does not fall into their non-returnable items category. The watch does not fall into their stated non-returnable category and is defective. When following the RETURN ITEM for defects link for this product a red warning appears that states I cannot return an open item for credit, but only for exchange, which is false according to their advertised return policy. 2. Both products I ordered from Rakuten have either been obviously used or have inoperable features or other manufacturing defects that make them unusable as advertised by Rakuten and the manufacturers.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter, and confirm that a pre paid label was issued for this return and a full refund was issued on 8/11/15.
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    8/19/2015 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a 29" and 25" piece luggage set from Rakuten. I did not receive the luggage that was ordered, but a 20" piece. I contacted Rakuten and the company that shipped it. I was informed that I would have to pay twice the amount I paid to receive the correct luggage because they improperly listed it on their website. I called twice and was promised that I would receive a call from a supervisor by the end of the day two days ago and no one has returned my call. I feel that they falsely advertised the luggage I ordered and should fulfill the order that was placed. This is poor and dishonest business.

    Desired Settlement: I would like to receive the 29" and 25" US Traveler spinner luggage set that was paid for and return the 20" piece that was delivered due to their error in listing the price incorrectly.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. I have asked that this listing be corrected as soon as possible.This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    Regrettably, I have been able to confirm that there was an issue with the listing. Please return the item back to the seller for a full refund using the prepaid label sent directly to your email. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    8/12/2015 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a Asus T100TAM-C1-GM from this company based on this webpage http://www.rakuten.com/prod/asus-t100tam-c1-gm-10-1-touchscreen-laptop-grey/270638877.html?sku=270638877 The product is listed as brand new. Upon receipt of the product, I opened to find I was sent a refurbished item. Instead of the 1 year warranty listed on the webpage, the product I received only has a 90 day limited warranty. This is false/misleading advertising. The product I purchased is intended as a gift for my daughter's 14th birthday. My girlfriend ordered the same item on the same day for herself and also received a refurbished item. Since her's is for herself, she will return it in hopes of receiving a brand new one in it's place. The company claims it was a warehouse issue, but, considering both items were ordered separately and both were delivered refurbished that seems unlikely. Also, the product is almost 50% of the price of the product new at other vendors, so, instead of a mistake, I highly consider this to be deceptive practice. I do not wish to make my daughter wait for her birthday present for the weeks it will take to, possibly (I doubt this was a warehouse sending out the wrong one- more likely false advertising,) send out a new product. However, that is what my girlfriend will be doing. We will see what they send out after she returns it.

    Desired Settlement: Mostly, I would like the company to send me new item immediately, but, do this in a way where my daughter does not have to wait weeks for her birthday present. The item is advertised as new and I have record of two instances of them sending refurbished products instead. This is not my mistake, or, does not even seem like a mistake. This seems like deceptive business practice and after being deceived I do not want my daughter to be the one punished by having to wait for her present. Secondly, the company should obviously fix their listing.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have confirmed this item was listed incorrectly and the listing has now been updated. 
    http://www.rakuten.com/prod/product/?sku=270638877
    Please return the item for a refund using the RMA number and pre-paid label issued to your email address on 8/5/15. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    The item was a present and was already given.
    The item was falsely advertised as having a 1 year warranty. I would be satisfied with a year for the gift receiver to return the product for a full refund if there is ANY issue with the product during that year.
    I feel I was misled by predatory business practices on the Rakuten site and offering a refund for returning the item is severely inadequate recourse for this treatment.

    Regards,

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



    Business Response:

    Hello, 
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
    I have reviewed this matter, and have confirmed a pre-paid label has been issued to return the wrong item received for a full refund. For more details about our policy in regard to mispriced products or services, please review section 9 of our terms and conditions at:
    http://www.rakuten.com/corp/legal.asp
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support 

    7/31/2015 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I purchased a tablet from this company when I received it it was defective so I follow their instructions and I returned it for a refund when I never got a refund I emailed the company asking why they told me all they received was an envelope with some paper in it but I have a tracking number from UPS showing that the package was delivered and that it weighed 5 pounds an envelope with a couple sheets of paper in it with not weigh 5 pounds ups is not lying for me and so far the company has been of no help at all as hard as it is to believe if they really didn't get the item they need to take this up with UPS not me I did everything that was asked of me UPS TRACKING NUMBER ******************

    Desired Settlement: I am requesting a full refund for the item that was returned $1,949.00

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. This was for the Microsoft Surface Pro 3. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    At this time, we cannot issue a resolution for this return, due to the fact that the marketplace seller for your order, Adorama Camera, received a parcel full of paper for this return, instead of the Microsoft Surface Pro 3 you ordered. The received parcel is being returned to you by the marketplace seller Adorama Camera via UPS tracking number ******************. The seller has used the ship-to address on your order. 
    The return cannot be accepted due to the fact that there was an order placed in February of 2015, with a shipping address that matched your bill-to address on order ********. This order number ******** was for 2 Apple iPad Air 2 16GB Tablets, which were returned under very similar circumstances to order ********. Both orders were for tablet computers, and the returns received by the seller contained only paper. At this point your Rakuten.com account has been disabled, due to this history. 
    I apologize that we could not issue the requested resolution. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    First of all I never placed any orders in February with you I don't know what you're talking about and to be honest I consider this slander when you excuse me of being dishonest second and I've asked this question repeatedly and not one person can't answer it for me when's the last time you saw an envelope with a couple sheets of paper in it that weight 5 pounds? Per ups the package weighed five pounds which would correspond with the weight and packaging for a tablet computer being sent back to the merchant are you now accusing ups of lying? And the package you returned the address is for a hotel that I was staying at a month ago I never received anything at this point back from you I would recommend you contact UPS feel free to respond and maybe actually answer some of the questions that are posed to you this time a big one would be explaining how an envelope with a couple sheets of paper weighs 5 pounds I would love to hear your explanation on that one

    Regards,

    ****** *****



    Business Response:

    Hello, 
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
    I have reviewed this matter, and have confirmed your Rakuten.com account has been disabled, due to a history of return issues. 
    At this time, I have confirmed the received parcel has been returned to you by the marketplace seller, Adorama Camera via UPS tracking number ******************. We cannot issue a resolution for this return, due to the fact that the marketplace seller for your order, Adorama Camera, received a parcel full of paper for this return, instead of the Microsoft Surface Pro 3 you ordered. 
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support 

    7/22/2015 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I bought a wireless amplifier in Bestbuy.com. When the item arrived it didn't work so I went to Best Buy store and they told me that the item was bought through their website but they do not hold any responsibility, meaning I couldn't return the item to them. I bought at Best Buy but it is a third party named Rakutel which I had no idea until I went to the store because my packing slip said buy.com which I found vey misleading. However, when you do enter to the website, it is Rakuten.com. In my packing slip, there is no phone number, no return policy, nothing, only the item description and my information. I went online there is no phone number. I contacted them via email and they told me that the item cannot be return because it past the 45 policy. I wrote them again asking to call me and again the same response. I didn't want a return, I just want my item to be exchange for one that works. If the return policy, it is so strict I should have been inform. I am also very upset with Best Buy because I bought the item through them, which I never experience any problem with returns items but in this case they do not want to hold responsibility. I would like to be advice and see if someone can help me with this matter

    Desired Settlement: I want Rakuten to return my money.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ******** . 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter and do confirm that your order was shipped on 3/18/15 via FedEx tracking number **************** Per our returns policy posted on the Best Buy Marketplace below, we only accept items for a period of 45 days, regardless of whether a refund or exchange is requested. Please contact the manufacturer, as they will be in the best position to assist you. 
    http://www.bestbuy.com/site/olspage.jsp?id=pcat17089&type=page&sellerId=15329835&sellerName=Buy.com
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    7/8/2015 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I purchased a Basketball Hoop from Rakuten.com on 5/25/15 which was advertised as New, In Stock, Usually Ships within 3 Business Days, Shipped by: WayFair. 7 days later I did not have a shipping confirmation and my Rakuten.com order status was still shown as Processing therefore I reached out to check on the actual status. Rakuten directed me to WayFair where I discovered that my order was not shipped and the item they were going to ship was actually incorrect. WayFair blamed Rakuten.com for displaying incorrect Picture, Description, and Spec Sheet, informed me that they don't even sell what I ordered and cancelled mey order. WayFair since added this item to their product line, however, they refused to reinstate my order and honor advertised price, and demanded an additional $500 in order to deliver advertised item. I have spent several hours working with WayFair's representative via phone, online chat and email in effort to 1) correct their and/or Rakuten's mistake, and 2) explain that at the time I made my purchase this item was A) available on competitor's site for less than what they currently offer, and B) I purchased it as "end of school year" gift for my 2nd grader, which I wouldn't have otherwise committed to due to cost, and am now, as a result of their mutual mistake, bound to spend extra $500 in order to keep my word to my child who has been told that he is getting a Basketball Hoop for his great performance at school. Rakuten.com has been fully aware of this issue since 6/1/15 as they have promptly removed subject item from their site, and sent me an automated cancellation notice upon being notified of the error by WayFair, however, no efort has been made to contact me with resolution. Additionally, I submitter a negative feedback and help ticket # ****** on my order stating my intent to file BBB complaint and that I would like to afford Rakuten.com the opportunity to contact me before I include Rakuten my complaint. No response from Rakuten.

    Desired Settlement: Reinstate existing or generate new order and deliver ordered item at advertised price.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    Regrettably, the marketplace seller, Wayfair, is unable to honor the incorrectly listed item. The listing has now been removed. 
    For more details about our policy in regard to mispriced products or services, please review section 9 of our terms and conditions at:
    http://www.rakuten.com/corp/legal.asp
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    The response provided is absolutely unacceptable.  There is no effort or desire displayed to resolve the matter.  Someone has to take the responsibility for misadvertising the product and honoring the price.   Rakuten or Wayfair need to figure out among each other who is responsible for this mistake instead of pointing fingers at each other.  If Rakuten is not responsible, then they need to hold their merchant – Wayfair responsible.   I, as a customer should not be the one suffering financial burden just because someone at Wayfair or Rakuten did not follow through to right steps to advertise the right product for the right price.  They have now positioned me to spend additional $500 because of false and misleading advertising.  I lost an opportunity to order this item on Sports Authority website on the same day for lower price than Wayfair agreed to offer after numerous emails and phone calls ($800 a highly discounted price as they referred to it) because I saw this false advertising.  I got my son excited about his purchase, and now facing with additional $500 expense to keep my word to him.  This is not a burden a customer should carry. 


    Additionally, I called to inquire about the status of my order because it was not shipped within 2-3 days as promised.  There was no plan for Wayfair to reach out to me about the wrong product and price, instead Wayfair was scheduled to ship me an absolutely wrong item, which would have been opened and returned, meaning additional expense for the merchant.   If it was not for my call, they would have incurred expense of dealing with open box product and shipping charges.  There needs to be a resolution beyond “sorry for the inconvenience, and we are not responsible, someone else is”.


    Regards,

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



    Business Response:

    Hello *******, 
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
    I have reviewed this matter, and have confirmed your order was canceled and a full refund had been issued. I have also confirmed that the listing has been removed. 
    The marketplace seller, Wayfair, is unable to honor the incorrectly listed price.
    For more details about our policy in regard to mispriced products or services, please review section 9 of our terms and conditions at:
    http://www.rakuten.com/corp/legal.asp
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support 

    7/8/2015 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I purchased a NEXUS Player 1GB 8GB Android Brand New, but when I received the item today. There was no Nexus player, instead there was a gamepad. I ordered the player, not the gamepad.

    Desired Settlement: I would like the Nexus Player that I originally ordered.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    Regrettably, I have reached out to our Rakuten Marketplace Seller on your behalf, but have been unsuccessful in getting a response. I have submitted a refund for you in the amount of $48.35. Please allow 1 to 3 business days for your refund to show on your method of payment. Additionally, no further action will be necessary, and you will not be required to return the item.
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    7/1/2015 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: This is my very first time buying from this online website and when I got the item I wanted to return it so I sent multiple emails asking how to do so and instead of answering me they kept transferring me to different seller (all who have a phone number that never works) I feel like I have been on a wild goose chase just to return a simple item!!

    Desired Settlement: I want them to give me a simple address where to return the item and upon them receiving the item I want a full refund

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    The seller, Time For Watches, stated they issued a refund for $157.82 on 6/24/15.  Please allow 1 to 3 business days for your refund to show on your method of payment. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    6/30/2015 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: We paid and subscribed rakuten.com marketplace seller service since Jan, 2015 .On April 13, 2015, Rakuten.com marketplace sent us an email and request us to fulfill order ******** .We shipped the correct item and delivered by Fedex tracking ************ . However rakuten.com scam us and refused to refund us $128.21 . Here we request rakuten.com to refund us 128.21 USD.

    Desired Settlement: Here we request rakuten.com to refund us 128.21 USD.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with your account. Regrettably, your seller account currently has a negative balance with Rakuten.com due to refunds given to customers for not receiving items that had shipped. 
    If you would like to discuss the issue with us and tell us how we could better assist, please contact Rakuten by email at merchants@rakuten.com. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    1. Rakuten market place scam us for business secret and cancel our seller accout (beautypubus@gmail.com ) for no legitimate reason.  On April 16, 2015, Rakuten marketplace suddenly disabled our seller account and requested wholesaler information, after we provided detail information about the wholesaler, rakuten market place keep saying "insufficient" eventhough we provide all the requested wholesaler information.

    2.WE have positive balance in our seller accout balance, but rakuten refuse to reimburse us.

    On April 13, Rakuten marketplace inform us buyer paid 152 $ for order ********, our share in this order transaction is 128.21 $ after we fulfill the order.

    On June 2, Rakuten inform us they refund   68$ for order ******** due to item lost in delivery process, our share in this order transaction is 56.81 $.

    Thus, as of today, current balance in our accout is 128.21-56.81 = 71.40 USA. Positive. Rakuten should reimburse  71.40 $ to us .

    I have emailed merchants@mail.rakuten.com many times , but, their reply is very rude, and refused to provide any assistance to us. We have no choice but have to contact BBB for assistance. Rakuten marketplace  cancelled our seller account without any prior warning or notice. We provided the wholesaler information as they requested, but they make excuse and keep saying "insufficient". . They refused to let us access our seller account for the transaction report and bank transfer record, thus we are unable to provide customer service to our buyers. Rakuten market place is the worst market place we ever encounter.
    As of today, current balance in our accout is 128.21-56.81 = 71.40 USA. Positive. Rakuten should reimburse  71.40 $ to us .





    Regards,

    ******* ***



    Business Response:

    Hello, 
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
    I have reviewed this matter, and confirmed your account currently has a negative balance in the amount of $267.75 due to customers not receiving items claimed to have shipped. 
    Tracking was not provided for order ******** and the order was auto canceled by our system. For order ********, our customer did not receive the item ordered. The tracking number for this item via USPS does not show any movement. 
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support 

    6/18/2015 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I PLASED AN ORDER ( DELL PRINTER FOR MY OFFICE) I RECEIVED THE ORDER CONFIRMATION , MY ACCOUNT WAS CHARGED BY ******. AFTER 3 DAY RAKUN.COM, SELLER, CANCELLED MY ORDER. I WAS TOLD ****** CANCELLED MY ORDER AND ****** SAYS THEY DID NOT, SINCE I HAVE THE ORDER CONFIRMATION. EBAY ALSO BELIEVES ****** DID NOT CANCELLED THE ORDER.

    Desired Settlement: I LIKE TO KNOW WHY THEY CANCELLED MY ORDER AND WASTED MY TIME WHILE GIVE ME WRONG INFORMATION ABOUT THEIR OWN ISSUE.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    Regrettably, your order was cancelled because you have an unverified ****** Account. As a security precaution, we cancel all orders using ****** unless they are verified.
    You can find more information on how to get a ****** Verified Account at:
    http://www.paypal.com/cgi-bin/webscr?cmd=p/acc/seal-CA-unconfirmed-outside
    Once you have verified the information with ******* please feel free to place a new order. As long as ****** verifies the information, Rakuten.com will release your order for fulfillment within a timely manner.
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    6/10/2015 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: Ordered patio chair from Rakuten.com. received chair without hardware package. after 5 phone calls and 3 weeks later still no hard wear package.Every phone call they respond by saying the package is in the mail.Without the hard wear package the chair is useless.

    Desired Settlement: Send me the hard wear package containing all the hard wear needed to put the chair together. Or refund me.

    Consumer Response: The item was bought on Rakuten.com through a company called ********** ********. 

    The address for that company:
    ********** ********
    **** ** ******** St.
    **** *****, Wi *****
    Phone Number *************
    Thank you,
    *** ********

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reached out to seller, ********** ******** Inc and they stated the missing parts were shipped out via USPS tracking number **********************.  The tracking number provided confirms delivery on 5/6/15.
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



    Regards,

    *** ********


    They shipped me a bags of parts. I was able to use a total of three of the screws. I ended up going to the hardware store,purchasing 

    Parts to at least make my hanging chair functionable. They sent no long bolt or big hooks needed to hang the chair.
    This has been a horrible experience for me. The customer service department told me they emailed me. They did not. Said they were sending
    The correct parts as I expressed my concerns. That is not what happened at all.
    I would like a refund for a portion of my merchandise.

    Business Response:

    Hello ***, 
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
    I have reviewed this matter and have confirmed the seller, ********** ******** Inc, has issued a $25.00 partial refund.  
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support 

    6/5/2015 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Bought a Samsung 46" TV off their website, and paid via ******. After a couple days I got an email about my item being on back order. Then a couple days after that I got an email that they were refunding my money , but had no explanation. I then emailed them as to why they were cancelling my order. The response I got back was that they had it priced wrong, and that they weren't honoring it. I sent one additional email demanding the price to be honored but haven't heard back. My order number was ********. I feel that this was an intentional misrepresentation to get people looking their website over.

    Desired Settlement: I'd like to buy the TV for the list price that I paid. They have refunded my money, but that doesn't satisfy me. I had found a TV on ********** and passed on it because of this falsely advertised price. I feel that they should honor the TV for the price just like any reputable retail store would when it was their own mistake that it was priced wrong.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    Regrettably, there was a pricing error on our site and the order was canceled by our system. For more details about our policy in regard to mispriced products or services, please review section 9 of our terms and conditions at:
    http://www.rakuten.com/corp/legal.asp
    A refund was issued to your payment method in the amount of $144.99 on 5/12/15. To confirm your refund has been received by your account, please contact PayPal and reference the Refund Unique Transaction ID: ****************** 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    5/30/2015 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a product on line. When product arrived, product did not function as advertised. I requested a return label from the company to facilitate shipping the product back to the company. When return label was received via email, I returned the product in original shipping box using USPS. I notified the company that the product was in the mail. I then waited two weeks and received no correspondence from the company. I contacted the company by email and received a response promising a refund to my account within a days time. Three business days have passed since then and still no refund to my account.

    Desired Settlement: I want a full refund of $39.59 made to my bank account through the debit card that I used to purchase the product originally.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    A refund has been issued to your method of payment in the amount of $39.59 on 5/22/15.
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  The business has perform this action and I consider this complaint resolved.

    Regards,

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

    5/14/2015 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a dryer from them and received a Roller kit instead, I would call it false advertising, since the ad clearly talks about a whirlpool dryer, with the height and width. I made sure and took screen shots of the ad incase the website went down or something.

    Desired Settlement: I want the dryer I was shown. I want what I paid for, I need a dryer and that's what I paid for not a Roller kit.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this mater and confirm this item was not properly listed, and that the price of $6.49 is not accurate. Thank you for bringing this to our attention. We have contacted the marketplace order for this item, who will be adjusting the listing shortly. I have now refunded your order, and we regrettably cannot ship the item. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    5/7/2015 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: Failure to pay for orders we sold over Rakuten.com prior to canceling our merchant services with them. On February 6, 2015 we, Rescue Pet Supply, cancel ed our merchant services through Rakuten.com. At that time we had several orders for which we had not been paid. We provided Rakuten.com with a list of these orders and upon finally receiving a reply were told that all orders had been paid. This is not correct. The following orders: Rakuten ******** ********, ****** 29.72 Rakuten ******** ******, ***** 11.25 Rakuten ******** ****** ******** 96.40 Rakuten ******** *********, ********** 123.19 Rakuten ******** **** *** 38.66 Rakuten ******** *******, ***** 12.08 We have sent several requests and receive no reply.

    Desired Settlement: We are requesting an accounting and settlement of amount owed us for orders we sold. This total should be in approximately $311.00 less commissions and fees. If they believe that the total amount has been paid to us then they should provide a settlement report to substantiate these payments.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding your seller account. I am very sorry for the inconvenience encountered. 
    We have looked into this matter and confirm these orders were paid.  However there was a returned payment sent via payment ID ****** on 1/7/2015 for the total amount of $151.64. We apologize for the confusion. There was also a credit added for $85.67, which appears as a misc. adjustment in your statements on the Rakuten Seller Portal. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I am aware of the returned payment in January. This is not the problem and was received on 01/08/2015. Once your account is terminated you no longer have access to the merchant account portal to review this information. Furthermore there is no direct telephone number for merchant support. You must send an email and wait for a telephone call. Please request of complete settlement statement of my merchant account.

    Thank you for your efforts on my behalf.

    Regards,

    ******** ****** 
    Rescue Pet Supply



    Business Response:

    Hello, 
    Thank you for your reply regarding your Rakuten seller's account. I am sorry that the previous contact did not contain an acceptable resolution. 
    Our merchant support team has now made contact with you as of Sunday 5/3/15, to correct this issue. If we have not yet resolved the issue, please let us know and we will be glad to proceed accordingly.
    Sincerely, 
    Rakuten Customer Support 

    4/29/2015 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: ***** television online received a broken television returned it still have not received replacement television or refund having a hard time even get a refund or replacement each day I have I have to talk to someone and be passed along each day this is been going on since March 23rd and its April 13th

    Desired Settlement: would like a replacement television or refunds purchase was paid in full

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter and confirm replacement order #******** was created on 4/17/15, and shipped via SEKO Logistics tracking #**********. The item is currently in transit, and you should receive contact from SEKO to schedule delivery, once the item is prepared. You may track the shipment, or contact SEKO for more information using the below details: 
    https://harmony.myseko.com/track
    Customer Service (***) ***-****
    USA Toll Free (***) ***-****
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    4/28/2015 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a desk from Rakuten.com on 3/31/2014. When the desk arrived there were several dents and crack in the desk as well as one of the sliding glass cabinet doors was completely shattered. I called their corporate line multiple times, leaving multiple messages, I contacted them via email as well, and I never received a call back. I am extremely dissatisfied because I purchased a desk believing it would arrive in good condition, but it was not.

    Desired Settlement: I would either like my desk to be exchanged, with shipping at the cost of the seller, or to be entirely refunded so I can then purchase a new one.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter, and we will regrettably not be able to require the marketplace seller for your order, Wayfair, to accept a return. This is per the fact that your order was placed on 3/30/14, and we received first contact from you to report this issue on 4/16/15, via the Better Business Bureau. Our system does not report receipt of contact from you prior to this date. Per the attached responses from Wayfair, they also do not report receipt of contact. Per these updates, we cannot require further action of the seller, and it is recommended that you please contact the manufacturer at the below page, to inquire regarding whether your item is still under warranty. 
    http://www.***********.com/
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    4/20/2015 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: The rakuten has a promotion program - It rewards your shopping with points, and the points could be used as money in future shopping. I got 21911 points (worth 219.11 dollar) from my previous shopping. And its term and condition told me it will expire in 180 days. However, it shows the points are expired when I plan to use it in middle March. I asked the customer service when my points got expired. the customer service told me it was expired in March 7 2015 and could not supply any evidence (in my account or previous emails) could show that the points would cancelled earlier.

    Desired Settlement: Refund the points to my account or refund me the value to my account

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding you account. 
    I am very sorry for the inconvenience encountered. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter, and we will regrettably not be able to reinstate the expired Rakuten Super Points™. This is per the below page under section 7, "TERMS AND CONDITIONS OF THE RAKUTEN SUPER POINTS™ PROGRAM". In this section, please see the paragraph labelled "PROMOTIONAL POINT OFFERS", which confirms that promotional points expire 60 days after they become available. 
    http://www.rakuten.com/ct/Rakutensuperpoint/default.aspx
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    4/14/2015 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: To whom this may concern. i had purchased an software from this company and it wasn't what i expected it to be. so i called them to see if i can return it and get my money back. the the company said i can exchange it for something else. that's not what i want to do. i want my money back. i paid $116.00 for this and i just want my money back. i don't want to do business with them any more. i called them the first time. then the supervisor called me back and gave me the same thing" we cant return your money back. so they sent me an email that they will be calling me back and hadn't hard from them.thanks Product_Or_Service: nch solfware Order_Number: ******** Account_Number: *********

    Desired Settlement: DesiredSettlementID: Refund i would just rather get my money back and be done with them. thanks

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter, and we will regrettably not be able to accept a return of this item for a refund. Because the item is an opened piece of software, our policy does not allow for this option. Opened software and video games are only able to be returned for a replacement, of the same item. I apologize for this inconvenience. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    4/8/2015 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: An order was placed on 2/9/15 from Rakuten.com (OT Blanket, Order Number ********). An email confirmation was received 2/9/15 stating shipment was confirmed and would be received in 3-10 business days. A tracking number was provided. Calls the shipping company let us know there was a label but no item. Calls to Rakuten on 3/17/15 stated we needed to allow 3 business days to get a response. A call today 3/23/15 ensured a return call and a refund. We have paid 142.90 for an item never received.

    Desired Settlement: Refund of full amount paid $142.90 along with inquiry into the legitimacy of the Rakuten company.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter and confirm a full refund of $142.90 was submitted on 3/24/15. This should process in 1 to 2 business days and reflect on your original method of payment. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    4/3/2015 Problems with Product/Service
    3/13/2015 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: had a Outsunny 7pc PE Rattan Wicker Sectional Patio Sofa Furniture Set in my cart for a sale price if 1,335.00 plus 10 % off for promo spring is here. The stated free shipping and no taxes. I filled out all necessary information on 3/2/15 site got locked up...went in next day and price was crossed out no stating unit was 1,445.00 plus promo was over. Just questioning the on line process they use to lock out a sale and overnight push price up....just seeking the original price I was offered,,,never worked with this site , seems like they have a good reputation...now that set is in demand I'll pronanly pay as much a 200.00 over original price,

    Desired Settlement: accept payment of Outsunny 7pc PE Rattan Wicker Sectional Patio Sofa Furniture Set as stated on sale as of 3/2/15 ,

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding item #*********, the "Outsunny 7pc PE Rattan Wicker Sectional Patio Sofa Furniture Set". 
    I am very sorry for the inconvenience encountered with this item. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter and will regrettably not be able to offer the original "10%Back on Lifestyle - Spring Kickoff" promotion, as this has expired and needs to be claimed at the time of offer. However, we will offer a $100 partial refund on a new order for 1 quantity of the above item, via our Best Price Guarantee outlined on the below page. You should receive an email from us shortly, with further details and instructions.  
    ***************************************
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Regards,

    *** ********

    Just went on line...did a google search,,,..they want to sell it to me for 1,399.00...not sure what's going on...

    FrugahFree shipping, no tax - $1,543.99
    Sears$1,611.83
    eBayFree shipping, no tax - $1,499.99
    Rakuten.comFree shipping, no tax - $1,324.99



    Business Response:

    Hello, 
    Thank you for your reply regarding Rakuten item number *********. I am sorry that our previous contact did not provide an acceptable resolution. 
    I have reviewed this matter, and the updated information you have provided was taken from internet search engine results, and not directly from Rakuten.com. The listing on Rakuten.com may be viewed using the below hyperlink, and we have also attached a PDF image of the listing, taken on 3/13/15. 
    *********************************************************************************************************************************************
    I apologize, as at this time we are still only able to offer a $100 partial refund on a new order, for 1 quantity of this item. We have sent you a new email today, with this re-confirmation, and the required instructions if you would still like to accept this offer. 
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support 

    3/9/2015 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered an ASUS computer through this company and when it arrived it was not the one advertised, but a refurbished model without the stated inclusion of office product key and windows product key. When a representative finally called back, I was told that the ad was a misprint and that they would not make good on the stated product information. Tried to get them to at least do the right thing and send the office product key and windows product key and they declined. They had no interest at all it making this right and they said they no longer had the originally advertised product. They were supposed to send a return shipping label immediately and have not done so. Would warn all about the dishonest dealing of this company.

    Desired Settlement: I want the original product as advertised, or the windows product key and office product key for the refurbished Asus computer that they sent instead of the brand new one with these attachments.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter and confirm that the purchased product was not correctly listed. In light of this, we issued you a return merchandise authorization (RMA) on 2/27/15, to return the item for a full refund. Please use the label below to send the item back, and we will be glad to submit a refund once the return is inspected and approved. Please send the item back with all manufacturer's packaging and accessories received. 
    *****************************************************************************
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    3/6/2015 Guarantee/Warranty Issues | Read Complaint Details
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    Additional Notes

    Complaint: I placed order # ******** 12/17/14 and received the item 12/22. This item was sold through Rakuten by a third party seller. On 1/6/15 I contact the seller to inquire as to whether or not the camera was new since it did not arrive in manufacturer packaging. He assured me it was new. I didn't really use the camera until vacation @ end of January and found the camera to be defective. When powered on I get a white screen and have to power on/of several times to get the screen to come up. I contacted the seller on 1/31/15 and told him the issues I was having and he told me to contact him when I returned from vacation and he would see what he could do. The more I tried to use the camera the worse the screen issue got whereby it would not come on at all some days. When I returned I contacted the seller and asked for a refund. At this time he became very billigerent. When it became clear the seller was not going to stand by the product & provide a refund I initiated claim through Rakuten's guarantee program on 2/12/15. I rcvd a confirmation of submission. On 2/13/15 the seller, **** ********* contacted me again in an insolent, abusive manner whereby at the end of the email exchange he was blackmailing me to remove my negative feedback and then he would give me a refund. Although the camera was advertised as new I believe a received a refurbished item that was defective. I contacted the seller within the 45 day return period but he refuses to refund my money. He did offer to do a courtesy exchange but said that was a one time only deal and there would be no more exchanges. This was unacceptable to me because if I accepted this deal then I had no recourse if he sent me another defective camera. I'm outraged at his abusive response to me and find him very unprofessional. I chked Rakuten site to see status on my claim it was no longer showing that I had a claim . So I contacted Rakuten/ Sylvan on 2/18/15 he said someone would contact me in 24hrs - I never heard back from anyone

    Desired Settlement: I want an address to return the camera too and I want my money refunded.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    In order to resolve this issue, we have emailed you directly with a prepaid shipping label, to send the item back to Rakuten for a refund. The tracking number for this prepaid shipping label is ******************. Please send the item back, and once it is delivered, please allow up to 5 to 7 business days for returns processing, and submission of your refund. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

     

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    **** *****

    3/5/2015 Billing/Collection Issues | Read Complaint Details
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    Additional Notes

    Complaint: After sending THREE different emails to cancel; not only do they charge me again for another three months' subscription, but they don't even acknowledge my cancellation request when they respond to me. Now I have to go to the trouble of filing a dispute with my credit card company to get my money back. Rakuten.com, formerly ******* is a shady organization and should be avoided like the plague.

    Desired Settlement: I would please like my $198 back that this slimy organization has stolen from me.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********* 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter and confirm a refund request was submitted for $99.00. This was for order ********, which had been placed for Marketplace Subscription Services for the months of February, March, and April 2015.  We regrettably cannot submit a refund on order ********, which was for the preceding months of November, December, and January, as these services were already utilized. I apologize for this inconvenience. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

     

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

    3/4/2015 Problems with Product/Service | Read Complaint Details
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    Additional Notes

    Complaint: Ordered a laptop charger that looked one way on the picture online and is a completely different model when it came in the mail. Needless to say it doesn't fit my laptop like it said it would. Tried to send it back but I can't seem to contact anyone that works here. I send a request for contact and keep getting emails instantly, asking if I've been satisfied but they wait a day to respond to my request saying it will be 3 business days before someone can help. Their support page is a dedicated 404 error page.. might as well be a redirect because the links to return to shopping from THAT page all work fine. Product_Or_Service: laptop charger Order_Number: ********

    Desired Settlement: DesiredSettlementID: Refund I'd like to see Rakuten do what's right here and refund me my money and take their worthless item(s) back. I had my boyfriend previously buy a charger from them that was also supposed to work on the same laptop but didn't as well and he is currently fighting to have his money returned too.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter and confirm a full refund of $21.94 was submitted on 2/13/15. Please allow 1 to 2 business days from this date, for the refund to process. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    3/4/2015 Delivery Issues | Read Complaint Details
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    Additional Notes

    Complaint: Hi. I placed an order with Rakuten.com (Order ID: ********) and they shipped it to the wrong address. Even though I updated my address before placing the order, they still forwarded my old address to their marketplace vendor (Asavings). I keep calling Rakuten.com (**************) to have them reship to my correct address but they refuse to do so and claim the only address they have for me is my old address. Product_Or_Service: Casio Men's GA100SD-8A "G-Shock Military& Order_Number: ******** Account_Number: ******************

    Desired Settlement: DesiredSettlementID: Replacement I need my item shipped to my current address.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter and confirm the shipment under UPS Mail Innovations tracking #************************** was undeliverable, and a full refund of $54.99 was submitted on 12/23/14. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    3/4/2015 Problems with Product/Service | Read Complaint Details
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    Additional Notes

    Complaint: Basically, I purchased this compact washing machine, I purchased it from them because one, they where the cheapest, and two, because the website seemed to be very legitimate. When I got the Washer, I started to use it, and during my very first wash, on the spin cycle, the washing machine Tub, where all the clothes are, it stopped spinning, then, it let out like all the water on the floor and I got and "error" message on the display, after closer inspection, the Tub, was leaning on it's side due to one of the anchors that feel off during the spinning cycle, basically, this machine is a piece of shit!!! Then I contacted them, and according to their return policy, I can only return an item if it's in the original package, not opened, and never been used, and I have to pay for return shipping in order to qualify for this return, and this washer weights 90 pounds because according to them, and it's posted on their website, and I quote "It is buyer's responsibility to ship the item back in the original condition at buyer's cost, under no circumstance will we pay the shipping back" unquote! Now, if the item has been opened, used, even once, then I do not qualify for this this return policy, the only good news I got from these people was that this item has one year warranty in parts and labor but I would have the to track down the manufacturer of this product and deal with them, BY THE WAY, THE MANUFACTURER OF THIS PRODUCT IS IN CHINA THE COUNTRY, WHICH MAKES MY LIFE A LIVING HELL CONSIDERING THAT THIS COST ME 300 HUNDRED DOLLARS AND I WORK AT WENDY'S FOR MINIMUM WAGE! In other words, they want nothing to do with me after I paid for the item, they got my money, they are done with me, case closed, if there is something wrong with the item, they have nothing to do with me, all they can offer me is the phone number of the manufacturing plant in China, so that I can deal with them!!! Product_Or_Service: 2.1 cu ft.Top Loading Washing Machine Order_Number: ********

    Desired Settlement: DesiredSettlementID: Refund A REFUND AND A SHIPPING LABEL

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter and confirm a UPS call tag was issued for the item's pickup, with tracking #******************. The item was received back by Rakuten, and a refund of $291.98 was submitted on 12/5/14. If you have not yet confirmed the refund to your payment method, please contact your financial institution directly, as they will be in the best position to assist you. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    3/2/2015 Problems with Product/Service | Read Complaint Details
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    Additional Notes

    Complaint: Order Number ********. Recently ordered a 36" Verona stove from Rakuten, in which upon arrival had a damaged island trim VEITB36-4E . Have been in contact with them for a replacement but have not got anywhere but them asking for more information. There was no shipping damage. Was in a cardboard box lined with plywood and padding with no damage done to it from the shipper. I unpacked the part to assemble the stove and the corner is dented and has a tear in the stainless steel. I have been in contact with rakuten and have 16+ emails back and forth with no resolution in sight. I just want to get my stove finished and installed so we are not without one. Been going on 3 weeks now.

    Desired Settlement: The desired outcome would be a replacement island trim sent to me or a refund of $200 so that I can go out and buy it for myself.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter, and confirm you have been in contact with our customer support team. You have been updated via email today, notifying you that our shipping warehouse will be sending you a replacement part for the damaged backsplash, and that the estimated time for us to update you with the tracking is 1 to 2 business days. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    2/20/2015 Problems with Product/Service | Read Complaint Details
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    Additional Notes

    Complaint: I received an email on 1/24/15 @ 1:37 am (#7*******) and 1/24/15 @ 1:42 am (#********) that a product was ordered in 2 separate orders under my account. I tried to go in and cancel the order using Rakuten's cancel link in the "track your order" webpage. The link would not cancel the orders. I immediately contacted them (1/24/15 @ 2:29 am) to cancel the orders. On 1/26/15 @ 10:57 am, I received an email from John telling me the orders were cancelled. Then I received 2 more emails on 1/26/15 @ 7:07 pm that the orders could not be cancelled and they were being shipped out. On 1/28/15 @ 9:40 am, FEDEX claimed they left the 2 packages at the front door and NOT received by anyone. When I returned home after 6 pm on 1/28/15, the 2 packages were not at my front door and I looked everywhere. On 2/2/15 I contacted Rakuten letting them know I did not receive the 2 packages and want I refund for the products I never ordered, which they DENIED the claim on 2/5/15 @ 12:33 pm. I have since contacted them several times asking to speak with a supervisor to resolve this issue, which I have NOT receive any phone call from a supervisor and got another email on 2/6/15 @ 7:18 pm DENING the claim again. The reason for DENIAL of claim is FEDEX said they delivered to address on record, however, I never received the 2 packages. They claim to GUARANTEE resolution of ANY ISSUES, which they have not with me!

    Desired Settlement: I want a FULL REFUND on 2 orders I did not make and they had plenty of time NOT to ship. This is written on their website: "HAS THE ORDER BEEN DELIVERD? 'Delivered, but not Received'-If you have not received your order and tracking shows it has been delivered, please check around the delivery area to assure the package has not been hidden by the carrier. If you still cannot locate the order, please contact the seller for assistance with locating the item or receiving a refund or replacement. 'Delivered, Received, but Need Help'-If you order has been delivered, but you are missing parts or accessories that are described in the listing of the item, please contact the seller as they will be able to help you with a replacement of the parts or the item. You may also rely on the Rakuten.com Marketplace Guarantee to back you up should you have any issues." They are the SELLER and not honoring their Marketplace Guarantee. I plan on filing a civil suit if I do not receive a FULL REFUND.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order numbers ******** and ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter and we will regrettably not be able to submit the refund for these orders as requested. This is per the fact that the two orders were confirmed delivered by FedEx, under tracking numbers *************** and ***************. The proofs of delivery for the shipments were provided to you on 2/5/15, included with our updates regarding the status of your claim request. I apologize for this inconvenience. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    2/10/2015 Delivery Issues | Read Complaint Details
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    Additional Notes

    Complaint: I purchased a Seca 634 High-Capacity Digital Flat Scale w - Remote Display from Rakuten.com on April 7, 2014, order number ********. It was and still being advertised at $203.50. When I received the order it was not what I ordered it was Seca 231 Measuring Rod for Baby Scales. I immediately called to let them know they shipped the wrong product I was told to email. I am just hearing back from them yesterday and they told me to contact another company by the name of ********* ***** that the mess up was there fault. after speaking to ********* ***** they told me it was Rakuten.com's fault because they had it listed at the wrong price. At this point I was told to return the product that was not what I ordered and they would issue a refund. However my problem is I ordered the scale at the advertised price. I should receive the product I ordered because it was advertised at this price when I ordered it is not my fault that they advertised it wrong.

    Desired Settlement: I would like to receive the sake that I ordered.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    Per the contacts you have provided, I understand the marketplace seller for your order, ********* ***** ****, has instructed you to return the item for a refund. We regrettably cannot mandate that they provide the item that was originally ordered, due to the fact that they confirmed the issue is related to a listing error. 
     
    Please continue to follow up with ********* ***** ****, as they are currently in the best position to assist you with the return. If you encounter any issues in returning the item, please contact Rakuten support and we will be glad to assist you. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I ordered a SECA high capacity scale from Rakuten in April of 2014, When I received the order it was not what I ordered. I contacted them and had a difficult time getting them to honor there ad price that was posted online. I contacted the BBB and Rakuten agreed to accept the return and refund me my money. Rakuten said they would send me a shipping label to return the product. I have not received the return label still today and I still have a product that I spent over 200.00 on. I have sent several emails asking them to honor their word and still today almost 9 months later I have still not heard back from them. I have called and emailed.

    I would like them to take there product back that I did not order and send me my money. 

    Regards,

    ******* ****



    Business Response:

    Hello, 
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
    We have collaborated with the marketplace seller ********* ***** Inc., who will accept the item back for a refund. We have sent you a new email today, with a prepaid shipping label for this return. 
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support 

    2/6/2015 Problems with Product/Service | Read Complaint Details
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    Additional Notes

    Complaint: I ordered a pair of BLACK boots from Rakuten on Jan 11. I received a pair of BROWN boots on Jan 15. I have contacted them 4 times. The first 3 times were to get an exchange, the 4th was to finally just get a refund on what I had purchased plus the shipping/handling charge. They told me 3 times to wait 3 business days to give the "seller" time to get back w/ me. The seller has still not contacted me. I asked to speak to a supervisor on the 4th call only to be asked if I will PLEASE wait one more day to see if they (a woman named **** w/ customer services) can get in touch w/ the seller. I agreed, begrudgingly. She was supposed to have called me at 4 pm central time today to let me know what she had found out from the seller...needless to say, she did NOT call. I just want my money back & for them to pay the return shipping cost on the wrong boots THEY mistakingly sent to me. I'm tired of getting the run around from these people. I have the original invoice w/ the right color on it.

    Desired Settlement: I just want ALL of the money, including shipping charges I was originally charged. Plus, I want them to have to pay for me to ship the boots back to them (via pre-paid label). Then I can wash my hands of all of this nonsense.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    The marketplace seller for this order has not responded to our contacts. In order to resolve this matter, we have submitted a full refund of $82.98, which should process in 1 to 2 business days. No further action is necessary. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    2/4/2015 Problems with Product/Service | Read Complaint Details
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    Additional Notes

    Complaint: I returned an Acer laptop back to Rakuten.com. They received it at the Ontario CA facility on 1/16/15. The e-mail confirming receipt said they would process the refund within 7 days. I never got an e-mail stating a refund was processed. I never received the refund back to my gift card. I called several times and sent e-mails, but I never get a conclusive answer stating they will send me the refund. I get the run around, or I get transferred and the call is dropped. They do not send me a name of a person with a telephone number to talk to. They said there was a problem with their system that did not issue the refund.

    Desired Settlement: I want rakuten.com to refund my gift card or mail me a check for the total purchase amount.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order, and the refund was not received. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    We had encountered a system error in refunding the transaction, in relation to the method of payment that was used. In light of this, we established contact with you on 2/2/15, and submitted the refund to you using the details you provided. If you would like to inquire regarding the status of the refund, please contact your financial institution directly, as they will be in the best position to assist you. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

     

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ***** ******

    2/4/2015 Problems with Product/Service | Read Complaint Details
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    Additional Notes

    Complaint: My order was never sent to my home address in New Jersey and the company has repeatedly ignored all inquiries to request an immediate replacement and/or credit for the device.

    Desired Settlement: Refund for the device or overnight shipping of the product I was supposed to receive over 3 weeks ago.

    Business Response:

    Hello. Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry that you did not receive your order. The marketplace seller HRM USA will be shipping you a replacement today via US Postal Service tracking #**********************. 
    If you have any questions, please contact Rakuten for assistance. Thank you very much. Sincerely, Rakuten Customer Support. 

    1/30/2015 Advertising/Sales Issues | Read Complaint Details
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    Additional Notes

    Complaint: Rakuten emailed an offer of a discounted product. Not only did they and would they not honor the advertised price, they automatically processed my order at the higher price. I attempted to cancel my order online and couldn't. I called to cancel and felt pressured to keep my order at the higher price. I insisted on cancelling. The email address they gave me to make a complaint support@customersupport.rakuten.com was invalid. Their URL for feedback Tauren.com/support also goes nowhere.

    Desired Settlement: I would like Buy.com or Rakuten.com to have to change misleading advertising practices and bolster their customer support practices.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter and confirm that this order has been cancelled. You will not be billed for the purchase, and the authorization placed on your method of payment should drop off shortly. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    1/28/2015 Problems with Product/Service | Read Complaint Details
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    Additional Notes

    Complaint: I have purchased an Intel 730 Solid State Drive on 12/03/2014 (order ********). The item was shipped with FedEx on 12/04/2014 (tracking ***************) and was delivered on 12/09/2014. I have noticed that the drive was defective because it was not recognized by two different PCs and I had to initiate a return. A UPS return label was provided (RMA *******). I took the envelope with me to work on 12/12/2014 and dropped it off at 1:15PM at the UPS drop box located at ***** ****** ***** ** ********* ********** **** ******. On 12/15/2014 the package was delivered (tracking number ******************) and I have received an email stating that my refund is being processed. On 12/18/2014 I have received a package from Rakuten.com with UPS tracking number ******************. I noticed that was the same envelope in which I shipped the item back to them, however the envelope looked damaged and I only found some pieces of shipping material inside. I immediately called them on 12/19/2014 and was told that they had received an empty envelope with only shipping material inside. This envelope was shipped back to me (tracking ******************). I was told that a supervisor would contact me within 1 business day. I have not received a call back or email on Monday (12/22/2014) so I called again and was told to wait another business day. Again, nobody contacted me. On Monday (12/29/2014) I have received an email from ****** telling me that they would not accept my return, close my account and also to not contact them again. I did contact them again because I was wondering what happened and why UPS was not contacted about this incident. I have never received an answer. I have filed a UPS shipping claim for both packages ****************** and ******************. UPS merged both claims together and they already finished the damage inspection. UPS just needs Rakuten to contact them with tracking number ****************** to finish up the claim.

    Desired Settlement: Cooperate with UPS for shipping claim on tracking number ****************** and finish up the claim. Refund the purchase price back to my credit card.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter, and confirm that we cannot issue you a refund at this time. Our returns warehouse received your return package via UPS tracking #****************** on 12/15/14, however the package was empty except for packing foam. In light of this, we returned the parcel to you via UPS tracking #******************, which was delivered back to you on 12/18/14. We regrettably cannot accept the item in this condition, as the item itself must be present as part of eligibility for a refund. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    The business did not offer me any resolution and it seems that my complaint was not read thoroughly. Rakuten.com informed me that they would not issue a refund however I asked them to contact UPS first because I have already filed a claim with UPS and handed the package over to UPS for the damage inspection. All they need to do would be to contact UPS regarding the tracking number ****************** , send UPS an invoice and finish up the claim. Once UPS has reimbursed Rakuten for the shipping damage then I would expect a refund back to my credit card. I will have to take legal action against Rakuten.com if they keep refusing to cooperate with UPS and if they keep treating me like it's my fault.

    Regards,

    **** *******



    Business Response:

    Hello, 
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
    I have reviewed this matter, and we are still not able to submit a refund on this transaction. The item was returned to us under UPS tracking #****************** and received empty, and so it was shipped back to you under UPS tracking #******************. 
    UPS has not approved the claim on tracking #******************. We are also not able to accept the claim from UPS on tracking #******************, as this was for the empty package that we were returning to the customer. The item is known to not have been lost or stolen in transit under that tracking number. I apologize for this inconvenience. 
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support 

    1/27/2015 Advertising/Sales Issues | Read Complaint Details
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    Additional Notes

    Complaint: Rakuten.com and their merchant Circuit Street advertise to sell a Canon DX1 Mark II camera and when the link goes to purchase i realize too late that they are selling an older model Canon DX1. There is no place to cancel the order. No one to call, no one to email, no one to connect to.

    Desired Settlement: CANCEL THE ORDER. I have asked AMEX NOT TO PAY.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter and confirm your order was cancelled on 1/12/2015. You will not be billed for this purchase, and any authorizations on your method of payment should drop off according to its respective processing time. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    1/21/2015 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Rakuten.com encourages its customers to place more orders through "Rakuten super points" rewarding program. Super Points should expire at 11:59 PM Pacific Time on the date that is One Hundred Eighty (180). However, my super points (total 21839 points worthy of US$218.39) expired earlier than its prescript expiration date according to Rakuten's policy. I contacted with Rakuten twice by sending them messages through their website but I did not receive any response from them. I can not call them because they do not have a valid phone number to be reached.

    Desired Settlement: I hope Rakuten can restore my super points immediately or send me a check with a amount of $218.39. Rakuten should pay attention to its customer service which has been criticized by its many customers. It will be hopeless for Rakuten to compete with Amazon if it still keep such a low level of its customer service.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding your Rakuten Super Points (RSP). 
    I am very sorry for the inconvenience encountered. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter, and confirm that we regrettably cannot reinstate your RSP at this time. This is per the fact that your accrued points were promotional, and consequently have a shorter expiration period. I am sorry for this inconvenience. This is per the terms and conditions on the following page: 
    http://www.rakuten.com/help/content/416
    Excerpt: "PROMOTIONAL POINT OFFERS: The Company may offer special limited-time promotional opportunities to earn a greater amount of Super Points for purchases of goods and services. These promotional Super Points have a limited redemption period and do not renew regardless of subsequent purchases with the Company or through the Account. These promotional Super Points are subject to these Program Terms as well as any additional terms and conditions that may be provided with the promotion and any attempt to claim any associated promotional Super Points constitutes Customer’s consent and agreement to abide by the terms of that promotional offer. 
    Super Point promotions begin and end on the days and at the times specified in the associated promotional offer. Any Percentage Back awards described in the offer will be awarded in the form of promotional Super Points. The promotional Super Points that will be awarded in conjunction with any purchase are viewable at checkout. All promotional Super Points earned during these promotions will be available fifteen (15) days after shipment and will expire on the day and at the time specified in the associated promotional offer."
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    1/15/2015 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I have ordered and paid for a Rand McNally 5" commercial truck GPS. They shipped to me instead 24 mouse glue boards: someone has intentionally entered into the packing slip with the correct order #******** instead of the GPS those boards. None of my e-mails were replied until I've got a phone number from my credit card.

    Desired Settlement: This GPS was on sale and I want it.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter and confirm you have made contact with our customer support staff, and the incorrect items are in return transit to us. Please allow up to 5 to 7 business days for returns processing for a refund, once the items are delivered to us. We regrettably cannot offer a replacement, as the item is currently not available, per the below listing. 
    http://www.rakuten.com/retail/product.asp?sku=*********
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
    Rakuten.com has never address the issue of intentional shipping to me the mouse traps: someone has entered into my order/packing list those ones. They have never tried to fix the embarassment of failed Christmass gift,caused by them, they've never tried to provide me with the similar item at the same discount.

    Regards,

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



    Business Response:

    Hello, 
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
    I have reviewed this matter, and do confirm your incorrect items are being returned to us via UPS tracking #******************, and that we will submit a refund once your items are received and processed. Please allow 5 to 7 business days for this, once delivered. 
    We regrettably cannot offer you a replacement of the same item, as this product is no longer available on Rakuten.com, per the below listing. 
    http://www.rakuten.com/retail/product.asp?sku=*********
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support 

    1/8/2015 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: On November 28, I purchased the following: Baxton Studio Sussex Gray Linen Club Chair (Set of 2) Brand New Ships from MO, United States Seller: Brookstone I paid $484.79 ($343.28 for the set, $125 shipping and $32.78 in tax). I only received one chair. When I contacted Rakuten, they told me to contact Brookstone. Brookstone informed me that the product had been listed incorrectly as a set of 2. If it had been listed as a set of one, I would not have purchased the item. I certainly would not pay $125 shipping on one item. This is a legitimate claim of false advertising. As a point of information, the item is still listed as a set of 2 on their web site: ***********************************************************************************************

    Desired Settlement: Because of this dishonest advertising, I now have no chairs in my home instead of 2. I had to drive to Brookstone to return the chair. Rakuten owes me furniture.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter, and confirm that you have returned your item directly to the marketplace seller Brookstone, by way of one of their retail stores. I also confirm that you have contacted our customer support team, and have been issued a $50 Rakuten gift certificate, as an apology for this inconvenience. Please let us know if you have any questions. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    We were informed that we would be receiving shipping credit for the item we returned several weeks ago.  We received the refund from the merchant (Brookstone), but we have not received any shipping credit from Rakuten. 

    Regards,

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



    Business Response:

    Hello, 
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
    I have reviewed this matter as well as collaborated with Brookstone support, and your $125 refund has now been submitted for the original shipping charge. Please allow 1 to 2 business days for processing, after which the refund will reflect on your method of payment. 
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support 

    1/6/2015 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I purchased a Cuisinart Smartpower 15pc blender/chopping system as pictured from bestbuy.com's marketplace, the company who i purchased it from is Rakuten.com. The price was $43.82. Upon my package arriving, i opened the box to find a compact portable blender cpb100ws, not as pictured on the online ad with bestbuy.com. I promptly called Rakuten.com customer service. She apologized for the inconvenience and told me that I am to send the package back. Per her VERBAL agreement, she said that once the package arrives at their facility that the CORRECT item pictured Cuisinart CPB-300 SmartPower 15-Piece Compact Portable Blending/Chopping System on the best buy website will be shipped out to me. I thanked her and she assured me that this was to be taken care of properly. A week later, I placed a call to Rakuten.com to check on the status of my return package and wanted to be sure it arrived with no issues. After speaking with Ruby, she told me that a new package was on its way and it was leaving that day. I asked which item was being shipped, she informed it was the same exact incorrect item that I had already once recieved the first time. I explained my situation and said per the previous customer service rep that this item was not what I was promised. She went to get her supervisor and then said she was busy. After waiting 4 hours for a call back, I called Rakuten.com once more to speak with a supervisor. Finally, I got a call back from ********. She ASSURED me that the item being shipped out was in fact the one pictured on bestbuy.com with the chopping system and travel cups. I went with her VERBAL agreement yet again. Today, I received my package. It was the exact same item I had originally received CPB-100WS. Nothing was different. Twice now, this company has not upheld their agreement.

    Desired Settlement: I want the item was that pictured on bestbuy.com, *********************************************************************************************************l this is what I originally ordered and this is what I was promised. This company has dealt me terrible customer service and the have told me nothing but lies. I do not wish to contact them again. I don't want a refund, I want for their error to be corrected and for their VERBAL agreement to be upheld.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter, and it does appear that a listing error has occurred. In light of this, our customer service department has issued you a new return merchandise authorization (RMA) and prepaid shipping label to send the replacement back for a refund. We regrettably cannot fulfill the requested item. Please send the item back, and we will issue your refund as soon as possible. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    1/6/2015 Billing/Collection Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I originally ordered (15) Proctorsilex K2087 Tea 1.0l Kettle Black. They shipped me only 4. I called their customer service TWO TIMES to explain that I must have all 15 by 11/28, if not I would cancel the whole order. I had to call them twice. Then I received the other 11 on time. The problem is they kept shipping orders. They shipped (5) more then (6) more then (3) more then today they shipped (8) more. Each time they over shipped they charged my AMEX card. They I had to get RMA's and ship the overage back. I have disputed each of the over shipment charges with Amex. But today when I heard that they had shipped 8 more I decided to place a complaint with the BBB. Their Customer Service Department is incompetent or they are deliberately farming my Amex and holding my money for an extended time. It appears that each of the times I contacted their Customer Service Department, demanding shipment of the remaining 11 units (after I received the original 4), Customer Service must have initiated an additional order for 11. They did this two times. Therefore I was over shipped 22 units.

    Desired Settlement: I require that Rakuten issue credits to my AMEX card for all over shipments. I also want compensation for running up the charges on my AMEX card and for the hassle of having to pack, get RMA's and to ship back all the overages.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order numbers ********, ******** and ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    We have reviewed this matter, and confirm that you were shipped and billed for a total of 22 extra units, totaling $313.28. At this time, you have been refunded a total of $213.60. Please see the breakdown and chronology of this amount below, which can be verified with your method of payment. 
    $71.06, 12/10/14
    $85.44, 12/19/14
    $42.72, 12/22/14
    $14.38, 12/23/14
    We had encountered a system error in refunding you the remaining difference of $99.54, and have submitted a request to the appropriate department to have this corrected. Please allow us approximately 3 to 5 business days to have this corrected. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Rakuten says :

    "We have reviewed this matter, and confirm that you were shipped and billed for a total of 22 extra units, totaling $313.28. At this time, you have been refunded a total of $213.60. Please see the breakdown and chronology of this amount below, which can be verified with your method of payment. 
    $71.06, 12/10/14
    $85.44, 12/19/14
    $42.72, 12/22/14
    $14.38, 12/23/14
    We had encountered a system error in refunding you the remaining difference of $99.54, and have submitted a request to the appropriate department to have this corrected. Please allow us approximately 3 to 5 business days to have this corrected. "
    These numbers are not accurate.  I'm still waiting on the last credit. 

    Regards,

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



    Business Response:

    Hello, 
    Thank you for your reply regarding Rakuten order numbers ********, ********, and ********. 
    I am sorry that you had not yet received all of your needed refunds. In some cases, you may need to allow the appropriate processing time for your method of payment to reflect them on your account. 
    We have now submitted the remaining needed refund of $99.54. Please view the list of refunds we have submitted below, and please allow 1 to 2 business days for processing. If they do not reflect on your method of payment after this time, please contact your payment method directly, as they will be in the best position to assist you. I do confirm that these numbers accurately reflect the refunds we submitted. 
    $71.06, 12/10/14
    $85.44, 12/19/14
    $42.72, 12/22/14
    $14.38, 12/23/14
    $99.54, 1/2/15
    If you have any further questions, please contact us and we will be glad to help. Thank you very much. 
    Sincerely, 
    Rakuten.com Customer Support

    1/5/2015 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a Christmas tree. On Nov. 24, 2014 I received an e-mail saying the tree would arrive in 4-10 days. The tracking # links to USPS, who says the number doesn't exist. I still don't have my tree. It took over a week to get a response to my e-mails. The e-mails go to a non-working web page. The phone calls get a busy signal. Order Number is: ******** SKU DESCRIPTION QTY ESTIMATED SHIP DATE SHIPPING METHOD UNIT PRICE ITEM TOTAL ********* Tannenbaum Christmas Tree (7.5') Brand New Ships from NY, United States Seller: Christmas Central 1 Ships from Marketplace Seller in 1 Business Days Standard Shipping (3 to 10 business days) $56.99 $56.99 Item Total: $56.99 Shipping & Handling: $7.00 Tax: $5.12 TOTAL: $69.11

    Desired Settlement: I want my Christmas tree, or my money refunded $69.11.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    We have attempted to obtain a valid tracking number for your order's shipment, but were not successful. In light of this, a full refund of $69.11 has been submitted, and should process in 1 to 2 business days. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    1/5/2015 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I purchased a cell phone (Sony Xperia Z1 *****) from Rakuten that is fulfilled by Tigerdirect. The much lesser of a value phone that arrived was the Sony Xperia M2. I contacted both Tigerdirect and Rakuten. Tigerdirect said that the advertisement on Rakuten was incorrect. When I contacted Rakuten they were not helpful and referred me back to Tigerdirect and said they would look into it but have not received any response from Rakuten. The order for the phone was placed on 11/30/2014, my complaint was made to Rakuten was on 12/5/2014, and to this day (12/9/2014) Rakuten is still advertising the Xperia Z1 for the same price.

    Desired Settlement: I would like the correct product. They claim it is an error in advertising but have yet to fix it. If someone receives the incorrect phone as I have with out looking at the box they are getting swindled. This is bait and switch.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter and confirm that your item has been returned to the marketplace seller. It was delivered to them on 12/15, and a refund request was submitted on 12/16, which will take approximately 3 to 5 business days to process. We regrettably cannot provide a replacement, as a listing error was confirmed. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    12/24/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: On 11/06/2014 I had placed an order ********. The item I purchased (bike security chain) was not properly described on the web site, so when it came in I found that it weighs 10 LB, which was to heavy for me. After long discussions with Rakuten and marketplace seller I was allowed to return item. Item is in the possession of a seller since 11/26/2014 but they never refunded the money and do not respond to my e-mail requests.

    Desired Settlement: Full refund

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I confirm that a full refund of $99.49 has been submitted on 12/16. Please allow 1 to 2 business days for processing. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    12/24/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: Ordered a camera from this company (model #*****) on Nov 29. Was able to find the upgraded, higher version of the camera (model #*****) at Walmart for a few dollars cheaper. I then checked Rakuten.com to see if they offered the same camera (*****) which I waSs willing to buy from them but they did not. Within minutes of placing my order I requested cancellation. Rakuten.com shipped the camera anyway the following day but didn't respond to my cancellation request until TWO days later. I asked for a pre-paid shipping label to return the camera but they refused. They also plan to deduct the original shipping of the camera from my refund. Shipping is expensive and because shipping charges were incurred due to their error, I should not have to pay for them.

    Desired Settlement: I would like a pre-paid shipping label mailed or emailed to me from Rakuten.com which will allow the camera to be shipped back to them. I also would like the full purchase price of the camera refunded without any shipping fees deducted.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    We have sent you a direct email, with a prepaid shipping label to return your item. A refund will be submitted once the return is processed, and the inspection is approved. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    12/24/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: As part of a Black Friday promotion which Rakuten offered stating that if over $100 worth of merchandise from there online shopping site was purchased and paid for using Paypal, I would be discounted $25 at the time of checkout. I took advantage of the offer and selected three items from their site that were stated as "in stock". I submitted the order and the $25 Paypal promotion discount was successfully applied. This occurred on 11/24. Rakuten shipped two of the items but on 12/2 I received an email stating that one of the items I purchased was not in stock and was an error and should not have been offered and that my order was cancelled. Rakuten then proceeded to cancel the $25 off promotion thus, I was not able to take advantage of the offer and the two other items I purchased were more expensive at Rakuten than other retailers. I sent an email to Rakuten's customer service email address on 12/2 to discuss this issue, and did not receive a reply (I did receive a confirmation email that they received my customer service request). From my perspective, this was a bait and switch promotion and the lack of customer service response is unacceptable and I will certainly not be considering Rakuten for future purchasing decisions unless they can address this issue.

    Desired Settlement: I would like $25 either credited back to my paypal account, or in the form of a gift card.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    As requested, I have issued you a $25 Rakuten gift certificate, which should be delivered to you via email within 1 business day. This may be applied to a future purchase on Rakuten.com.
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    12/23/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: never got the item for a week now without notice from seller and Rakuten. Always says shipped and also says processing. So frustrated with this seller

    Business Response:

    Hello, 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    Your order was shipped via UPS Mail Innovations, with tracking #**************************. This shows delivery on 12/13/14. If you have not located the item after delivery was reported, please check your ship-to location thoroughly, including with any potential acceptance parties, and with your local delivering US Post Office. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    12/23/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I made an order of included 8 items with 70% discount and my order number is ********. Then I contacted with seller that I want to change a different color. A seller agreed with me. But 2 days later he changed his mind and he want to increased a price to $***. I am not agreed then he canceled my order. Today, a customer service from Rakuten company called me and forced me to buy the same item and did not let me use my credit points. She forced me to buy an item that I do not want, and pay my own money. I told her that I can buy an item but I need a whit color, and I can pay my own money. Another hand I told her that I need to talk to her manager then she hang up my phone. I would like to file a complaint with Better Business Bureaus about this issue. Their web site did not honestly with customer.

    Desired Settlement: I hope that the BBB can help me.

    Business Response:

    Hello. 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter, and per our records, the order could not be fulfilled due to a pricing error. The listing on the below page has now been adjusted to reflect the correct price. 
    *******************************************************
    Your order originally had ***** Rakuten Super Points (RSP), or a value of $*****, applied to it. On the order's cancellation, these RSP were added back to your account, and can now be used on a future order. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [As you know that I made an order on Dec 5, 2014 with a promotion 70% discount. Then a seller changed and reduced a price to 50% discount about 2 days later (Sunday Dec 7, 2014). 
    Another hand, a seller told me that he can send the alternative Comforter with this price instead for 100% Goose down Comforter.
    I told him that my order was 100% Goose Down Comforter and Not Alternative Comforter. Then a seller canceled my order.  Please, see an attached file from my order.]

    Regards,

    ***** **



    Business Response:

    Hello, 
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
    I have reviewed this matter, and confirm that the item's original price of $****** was the result of a listing error. This was confirmed to us by the item's marketplace seller, as we had reached out to them to confirm the reason for cancellation. As a listing error was confirmed, we cannot offer to match the order's original price for the same item.  This is per our Terms of Use, available at the following page, under heading "9. No Responsibility To Sell Mispriced Products Or Services". I apologize for this inconvenience. 
    h******************************************
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support 

    12/17/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: Placed order # ******** - tried to get order status from there system - unable to enter order nbr and get order status as that is not an option. There is no contact (phone) info at all on there site - no way to call them. You have enter info on a form on there site and hope that they will email you back. very poor customer service - essential its impossible to contact them and I'm sure its that way by design. they say your supposed to call the "seller" that they are just a clearing house - but there is no "seller" information on the single email I got back from them about and further more - its their clearing house business - I shouldnt have to track down order status from "different sellers". no way to run a business.

    Desired Settlement: I need to get a phone call from these folks on my order status or a refund.

    Business Response:

    Hello, 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    Your order was shipped via FedEx tracking #************, which shows delivery on 12/3/14. If you have not yet located your parcel, please check your ship-to location thoroughly, including with any potential receiving parties. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    12/16/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: On October 10th I followed a product link from Google Shopping for a television being sold on Rakuten.com. The product was a Samsung PN64F8500 plasma television that was advertised for $1291 + $379 shipping and was listed as an open-box item, being sold by a seller called Big Apple Deals. Even with the high shipping price the total price was still good. I had never heard of Rakuten.com so I looked them up to see that they were a legitimate business, and on learning that they were a very large organization and had a Google "Trusted Store" certificate I decided that it seemed safe to do business with. Googling Big Apple Deals didn't come up with anything, but it had several very good reviews and testimonials on Rakuten. Furthermore there wasn't even an indication that the seller was a third-party seller, and Rakuten refers to its sellers as "our sellers", so it really didn't occur to me that a large legitimate business like Rakuten would endorse and enable through their website this other business, Big Apple Deals without having verified their legitimacy. I couldn't find the return policy on the site, and Rakuten's website in various places directly encourages customers to deal directly with sellers for any questions they may have, so I emailed the email address listed for the seller on Rakuten's site, bigadeals@aol.com. The seller replied that the shipping price was actually only $79 in the US, and if I wanted to buy the tv they would set up the order for me with Rakuten Shopping. I replied that I wanted to buy the item, and as they told me I would I received a receipt for an order that looked to be from Rakuten Shopping. The instructions in the email were to make the payment using a wire transfer, and they gave the necessary information to make the transfer. I went to my bank and made the wire transfer, and they said they would ship the order immediately. The payment was made on October 14th. I have been unable to contact Big Apple Deals since.

    Desired Settlement: I think Rakuten Shopping should pay me the full amount, $1370, that I was scammed out of through their website. I have been trying constantly for the past few weeks to talk to Rakuten without success. Every time I call their customer service, which I've done about 8 or so times, I'm made to tell my complaint all over again and assured that someone will get back to me, but nobody ever has. The scam seller BigAppleDeals is still a seller on Rakuten's site, more than 2 weeks after I first notified them about this. Rakuten is responsible because the whole mechanism by which the scam works is that the scammers know that customers to Rakuten's site will be lulled into false security by Rakuten's endorsement, when really Rakuten has no idea who the sellers are or how to hold them accountable. By Rakuten encouraging customers to directly contact their sellers they set them up for fraud. It is also clear from past accounts found on the web that Rakuten is aware of these scams on their site.

    Business Response:

    Hello, 
    Thank you for contacting Rakuten.com. We are very sorry to hear of the experience you have had. 
    I appreciate your providing the information pertaining to this issue. Rest assured we are investigating the details you have brought to our attention.  Regrettably, we are unable to reimburse customers for payments that were made to third parties outside of Rakuten.com.
    We are sorry that we could not provide the resolution you had requested. If you have any questions, please contact Rakuten and we will be glad to help. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    The response from Rakuten is just a generic one, does not actually address the issues I raised in my complaint, and raises a number of new questions.

    First off, I don't find their claim that they are going to investigate the incident credible. Before contacting the Better Business Bureau I tried calling Rakuten's customer service directly, and each time was assured they were going to begin an investigation, but when I would call them back later for an update, each time I had to tell my story from the beginning, as they were apparently not recording any of the information I gave them. On November 13th I even received an email that said: "I would like to have this matter looked into a little more so we may see what we can do for you.  You should receive an update on this by the close of the next business day, November 14, 2014." I never received the update, and furthermore, that email clearly states that not only did they intend to investigate, but that they had already begun an investigation. For them to claim now that they are only now starting an investigation, only proves that their earlier statements were disingenuous.

    Rakuten's claim that they "are unable to reimburse customers for payments that were made to third parties outside of Rakuten.com", is also unsatisfactory. For one, it is not at all clear what would keep Rakuten from reimbursing anybody they like for whatever reason they like, and they don't even attempt to explain. The statement also seems to imply that they are only responsible for their website's payment service, which is like a grocery store claiming they are only responsible for their checkout counter. The payment service is only one part of a much larger site. A false advertisement for a non-existent product was placed on a webpage that they own and control; if Rakuten believes it is not responsible for the contents of that webpage then they should be forthcoming in identifying the person or company that is. This also raises the question of how Rakuten, who by their own admission have yet to begin an investigation, can assert that they are free of responsibility in the matter. That they make this claim without possibly being able to know whether it's true or not reveals that their goal is merely to deflect responsibility, rather than to help me, or to prevent others from falling victim to the scams perpetrated through its website.

    Rakuten's brief, dismissive response only further demonstrates their indifference to the security of their customers, and how why they are responsible for the fraud on their website, even if they claim no association with their seller clients. It has been over a month since I first notified them of the scam, and yet they haven't even so much as bothered to remove the fraudulent seller, Big Apple Deals, from their website. This means that they are completely aware that they are, through their website, directly assisting their seller, or at least someone with access to their seller's account, in defrauding their customers. Their website even encourages their customers to direct their questions and concerns to the sellers themselves, thus Rakuten is knowingly leading its customers into contact with criminals. I should also point out that their are numerous accounts that can be found on the internet written by customers who fell into the exact same type of scam on Rakuten.com, so Rakuten has been aware of these scams for much longer than just the last month. It is really a bit astounding that any company could have gotten as far as Rakuten with such unabashed indifference to its customers' safety.

    If Rakuten can't muster the interest to address this problem, it's going to need to be settled in a court. There is really no other way around it, and I wonder whether they are already resigned to this outcome, or whether they really believe ignoring me will somehow make me lose interest in recovering the money owed to me.


    Regards,

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



    Business Response:

    Hello, 
    Thank you for your reply regarding this matter. I am sorry that our previous contact did not provide an acceptable resolution. 
    We regret to inform you that we are unable to reimburse you for your payment that was made outside of Rakuten.com.
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support 

    12/16/2014 Billing/Collection Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: A product refund request was forwarded, September 29,2014, through Rakuten.com after a retail on-line purchase . The merchandise return policy had imposed time limitations. The automatic email responses did not provide the (free) return shipping labels as indicated by their policy. I received numerous emails indicating a system error processing my refund request. The merchandise refund was finally processed without the shipping. I was asked to provide the shipping receipt with confirmation of merchandise return. Rakuten customer service emails were sent to confirm the tentative transaction without forwarding the reimbursement for FEDEX shipping.

    Desired Settlement: FEDEX shipment reimbursement for the returned merchandise.

    Business Response:

    Hello, 
    Thank you for contacting Rakuten regarding BestBuy.com order number ******************. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter and confirm that your order has been refunded in full for $123.99 as of 10/8/14. As we cannot refund an amount greater than what is paid, your shipping reimbursement was submitted in the form of a mailed check. Your shipping reimbursement of $9.68 was to have been mailed out the week of 11/10/14. From the mailing date, please also allow 7 to 10 business days for delivery via US Mail. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [The attached email provides the timeline for the delayed shipping reimbursement.  Rakuten did not provide the shipping label for the return; in accordance with their Marketplace retail agreement and policy.]

    Regards,

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


    Consumer Response:

    Ms.*****,

    I received the shipping reimbursement as of today. The BBB San Diego website does not allow a consumer update after the rebuttal. I appreciated the help with this business mediation process.

    Business Response:

    Hello, 
    Thank you for your reply regarding Rakuten order number ****************** through the BestBuy marketplace. I am sorry that our previous contact did not provide an acceptable resolution. 
    I have reviewed this matter, and confirm that your reimbursement was in fact not previously mailed out. I am sorry for this delay, and the confusion of our previous reports. However I do now confirm that your $9.68 return shipping reimbursement has been mailed out on 12/11/14. Please allow 7 to 10 business days from this date, for it's delivery by US Mail. 
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support 

    12/16/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: bought a computer from buy.com suite **** **** ** ************ *** ******** ** ***** ************** and it was not working, internet hardware issue. Buy.com took it back and sent a second same computer style, also same issue. HP the company who made the computer suggested return for refund. Buy.com states, when they receive the computer, they send the money to **** *** and I get it from them, **** *** says this is not true and buy.com must refund the money. I have reported to consumer affairs and expect issues to continue with buy.com. I paid for a computer 11/07/14 and as of today 12/1/14 I have no working computer. I am mailing the computer in the morning and want my money back without any issues, but at this point I am afraid I will have to fight for it. ***** ***** **** **** **** *** ********* ** ***** ************ The first computer was purchased 11/07/14 and returned 11/15/2014 another was received by me on 11/25/14 and returned 12/01/14

    Desired Settlement: cash needs to be returned to my checking account as soon as the product is received which I will be tracking. I expect full payment of $269.99 from buy.com/rakuten directly as Best buy has already informed me the operator at buy.com was incorrect in telling me my money would come thru best buy as I used the best buy web site market place to purchase.

    Business Response:

    Hello, 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I confirm that your replacement order is in return transit to us, via UPS tracking #******************. Once the item is delivered, please allow 5 to 7 business days for returns inspection and processing. Once approved and submitted, please allow 1 to 2 business days for your refund to process. Your method of payment will receive the refund through BestBuy's system, because your order was placed on BestBuy.com. 
    Please contact Best Buy or access your Best Buy Account for the most up to date information regarding your payments and refunds.
    For assistance with these details, you may contact Best Buy at 1-888-BEST BUY (**************), or you can log into your Best Buy account through the following link:
    https://www-ssl.bestbuy.com**************************************** 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    12/9/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I recently purchased a camera from Rakuten.com (Buy.com) and what I received was not what I ordered. The order number is ******** placed on September 15th, 2014. I possess a screen shot of the item I purchased. I did receive this camera, however it is a re-certified item. I purchased a "New" camera and the camera I received was clearly used and it was shipping in bubble wrap and no original packaging. The item was labeled as "Brand New" condition. I am very dissatisfied with what has occurred and have tried to resolve with Rakuten. They have refused to replace the ordered camera with a new one or provide any type of discount or credit.

    Desired Settlement: I would like my camera replaced with a new one that I had ordered. Or I would like a discount on what I received or credit. I paid full price for an item and was given a recertified camera with no original packaging. The listing was labeled as "New" in original packaging.

    Business Response:

    Hello, 
    Thank you for contacting Rakuten regarding order number ********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter, and confirm that on 10/10/14, Rakuten emailed you with the materials needed to return the item for a refund. Your return merchandise authorization (RMA) number to send the item back to seller "Sony Electronics" is *********. We also included a prepaid shipping label, which has UPS tracking number ******************. The tracking details report no transit as of today. We regrettably cannot offer a replacement as requested. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I passed on other devices from other retailers to purchase the one from Rakuten. Due to an error in Rakuten's advertising, I received a used/recertified item. I understand Rakuten is willing to take the item back, however it does not resolve my issue that I purchased a new camera. I am not able to purchase from those other retailers at this time. And a discount has not even been considered either seeing that I was given a less valuable item at the price I paid.


    Regards,

    ***** *****

    Business Response:

    Hello, 
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
    I have reviewed this matter, and confirm that we regrettably cannot offer a partial refund. I also do reconfirm that we had issued you a prepaid shipping label and instructions to return the item for a refund, on 10/10/14. I am sorry, as we are not able to offer alternatives at this time. 
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support 

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    This is very unacceptable as a business that you advertise an item yet sell another.


    Regards,

    ***** *****



    12/9/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I had purchased a computer tower from buy.com that stated that there was a power supply installed in the case. After receiving the computer case there was no power supply after contacting rakuten.com formally known as buy.com the stated they will look into the online ad. After contacting rakuten.com again they stated that the product's information was wrong and they could have me resend the case or take a $15.00 credit, the only reason i purchased the product was because it had a power supply built in now i sit with a partially built computer with no power supply and so i contact them again, they then offered me $20.00 or return the product i cannot return the product due to i have the whole tower built. The next day a manager rep from rakuten.com contacts me through a scheduled return call and states that by their policy section 9 they have the right to deny service due to a mistype. The product they sold me was under false pretenses they sold me a computer tower with a power supply installed and when received there was no power supply. I printed the listing out before they could change it so i have a copy of it. Every customer representative i have talked to has lied to me so far.

    Desired Settlement: I would expect an appropriate power supply for the case i had ordered with the system i am building i would have preferred a Toughpower XT Platinum 1275W at minimum

    Business Response:

    Hello, 
    Thank you for contacting Rakuten regarding order number ********. This was for the Thermaltake Level 10 GT Chassis. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    I have reviewed this matter, and confirm we are not able to ship you a replacement power supply. We confirmed that there was a listing error in regards to this item, and so if the offered $20 partial refund is not preferred, we are only able to accept the item back for a full refund. We had previously issued you a prepaid shipping label for this, which can be printed using the below link: 
    *****************************************************************************
    Please send the item back with it's original manufacturer's package and accessories, and once it is delivered, please allow up to 5 to 7 business days for returns processing. Upon submission, your refund should process in 1 to 2 business days. 
    I am sorry that we could not offer your requested resolution. If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

    this offer is not only a low handed offer from an international multi million dollar company but also totally against your mission statement I was sold a power supply and now your saying you lied to me to sell me the product and now the listing is changed, all the offers you have made are completely unreasonable and I have explained I cannot send the case back because I have already built the computer and I risk damaging parts if I take it apart not only the vestment of thermal sync and other addons that cost more than your offer, so neither of your offers if your not lying about those as well are not even worth my time to even attempt to fulfill, if I take the computer apart and damage the processor I'm sure your not going to buy the 700 dollar processor although you would probably tell me you will and wouldn't

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


    Regards,

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



    Business Response: Hello, 

    Thank you for your reply regarding Rakuten order #********. 
    I am sorry that our previous contact did not contain an acceptable resolution. I confirm that we still cannot offer a power supply as you have requested. At this point we can only offer a partial refund to keep the chassis as-is, or accept a return for a full refund. 
    Per review of our records, I see the most recent partial refund our support staff offered was $25, and not $20. I have now submitted the partial refund of $25, which should process in 1 to 2 business days and reflect on your method of payment. If the option of the partial refund is not preferred, please return the item to us using the instructions we have provided previously. We regrettably cannot offer any alternative resolutions, or increase the amount of this partial refund. 
    If you have any further questions, please contact Rakuten and we will be glad to help. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support 

    Consumer Response:

    I cannot return the product or i would have already done that believe me i am done dealing with your company forever and guarantee  that everyone i know and some i don't will hear of this blatant disregard of responsibility from your company. I do not accept either of the offers you have attempted to process keep your change you might need it to falsely sell product to some other victim 
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


    Regards,

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



    12/4/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: On 10/17/14, I ordered 12 Solar Yard lights from Rakuten.com. The order arrived a few days later but was missing 4 of the plastic stakes which are used to mount the lights into the yard. I requested via email the missing stakes so I could complete my installation. I did NOT receive any response to this request. During the next 5 days, I came to realize that the 8 lights that I was able to install were only operating for approximately 4-5 hours during the night, after a full day of bright sunlight. Naturally this was unacceptable, so I then requested a Return Authorization for the entire order via email. 4 days later, I received an email from Rakuten.com, stating that I would have to contact the manufacturer directly to resolve my issues, which I did, but do not feel should have been necessary, since I purchased the lights from Rakuten.com's website. As of 11/16/14, manufacturer has NOT responded to my request.

    Desired Settlement: I want my paypay account credited with a full refund as soon as possible please.

    Business Response:

    Hello, 
    Thank you for contacting Rakuten regarding order number********. 
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
    We have reviewed this matter internally, and followed up with the appropriate parties. We have now submitted a full refund of $35.96, which should process in 1 to 2 business days. 
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
    Sincerely, 
    Rakuten Customer Support

    12/2/2014 Problems with Product/Service | Complaint Details Unavailable
    12/2/2014 Advertising/Sales Issues | Complaint Details Unavailable
    12/2/2014 Billing/Collection Issues
    12/2/2014 Delivery Issues | Complaint Details Unavailable
    12/2/2014 Delivery Issues | Complaint Details Unavailable
    12/1/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered an iphone yesterday from Rakuten.com. Within hours, I received an order cancellation stating that they were unable to "verify" my address. Upon calling, I was told they could not "match my name with my address" and that I needed to fill out a form and send in a copy of my driver's license - I refused. I have made repeated attempts to find out the supposed purpose and means of this "verification" process that is run by their fraud department - I was told it was an internal matter that could not be discussed. So far, I have been told that the verification is process is random and that I could try to repurchase and hope I cleared and I have been told that all purchases over $1000 are flagged for "additional information before processing". I wasted no less than 3 hours on the phone yesterday and another today trying to resolve this issue to point of such anger that I have hung up repeatedly. I have emails requests and callback requests that have been sitting since yesterday afternoon. The request is completely inappropriate and has no bearing on fraud protection - the credit card is in my name (I have had it for nearly 20 years) and the billing and shipping addresses match (I purchased my house nearly 7 years ago) and I have made previous purchases from buy.com (former name) and had said items shipped to the exact same address in 2009. However, I have discovered that Rakuten has several pending lawsuits for identity theft from their customers (http://dealnews.com/features/Have-You-Experienced-Credit-Card-Fraud-After-Buying-at-Rakuten-/748035.html) which clearly explains why they would want a copy of my license with my birth date on it. Even though my order was cancelled and never placed, the charge is still pending on my credit card. I have had Citibank flag it as a fraudulent charge and close the account given the reports of fraud/identity theft and attempt to obtain unnecessary personally identifiable information by the "verification team".

    Desired Settlement: I have made my purchase elsewhere without incident (using the same name, address and credit card). I have closed my credit card account. However, this clearly needs to be available to the public as an unacceptable business practice and very high risk for fraudulent activity by the verification team.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    Your order regrettably could not be fulfilled, as I do confirm it was cancelled by our Address Verification process. We are not able to provide further details regarding the reason for cancellation via this channel. In order to inquire regarding the reason for cancellation and to avoid this in the future, please call the below number, and ask to speak with "Address Verification": 
     
    **************
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    As noted, Rakuten. com has refused to provide the rationale and goal of the "extra" verification for this purchase despite repeated requests from the address verification staff, there are currently at least 2 requests for a return call that have not been responded to in over 48 hours. The only response that staff will provide is for me to "fill out a form and send in a copy of my driver's license" or I cannot purchase - they refuse to state what the process is, what they are looking for and why the standard credit card verification is somehow insufficient.

    The provided initial explanation was: "we cannot match your name to the mailing address" - which is obviously incorrect because the full charge for the "cancelled" order has already been processed by my credit card company, which uses the same mailing address - clearly the standard credit card verification process went just fine and verified both my name and address with that card. I have also been told that the verification process is random and then told all purchases over $1000 are flagged - this has the elements of financial profiling and it is illegal for them to ask for any additional information beyond what has been provided (name, address and credit card), especially if that information is validated via the usual credit card system, which it was.

    Google Trusted Sites has attempted to resolve the issue, also to no avail as Rakuten.com has not been able to articulate why they were not able to "verify" my address, why they are asking for a copy of my driver's license and what the purpose of the verification process exactly is, given that they had already charged me for the purchase and the transaction cleared (indicating obvious verification of all the provided information). Google Trusted Sites did find official Rakuten.com documents that note a "pre-authorization" is required of all purchases over $1000, but it does not state what that process is or entails (beyond the usual credit card verification process). There is no indication at the point of sale that any or some purchases will be subject to requests for PII and "extra verification", nor was there an attempt to contact me - merely a cancellation of my order and the request for me to call and fill out the form and send in my driver's license.

    The business practices of Rakuten.com are obviously suspect and inappropriate, bordering on and perhaps crossing the line into illegal, including profiling and the unsecured transportation and collection of personally identifiable information (PII). There is a known problem of fraudulent charges to users of the website dating back over 1 year that remains unresolved with several pending lawsuits. The inability of Rakuten.com to put in writing this "address verification" indicates a less than onerous intention with the inappropriate and insecure collection of this information.

    It is not sufficient for Rakuten.com to request that I "call them for an explanation" given they have already refused several requests for this information. This issue remains unresolved and will continue to be so until Rakuten.com discloses the actual process, the purpose of said process, the justification for a process in excess of the standard credit card verification for online purposes and under what lawful authority are they engaging in the unsecured transportation and collection of personally identifiable information that is not relevant to the purchase nor necessary for credit card validation.

    Rakuten.com has attempted to appease my request by offering me a $15 credit. Given the insurmountable concerns of fraudulent activity from the website, I will not be using this.

    Rakuten.com has also not rescinded the charge to my credit card, which continues to show as pending in my account as of this morning. This charge needs to be cancelled immediately.

    Regards,

    ***** *****

    Business Response:

    Hello, 
     
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
     
    We are regrettably not able to disclose further details regarding our operations, or our Address Verification process as requested. As your order has been cancelled, you will not be billed for this order and the authorization on your method of payment should drop off according to its respective processing time. If the authorization has not yet dropped and you require our assistance with this, please contact us directly as previously detailed, via phone at 877-880-1030. When calling this number, please ask to speak with Address Verification.  
     
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
     
    Sincerely, 
     
    Rakuten Customer Support 

    11/26/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Got an advertisement email stating one price when I ordered they changed the price. Rakuten's response was that the company that was offering that was sold out. This does not explain why they changed the link to point to another company with a higher price rather than just a site that explained that the sale was over sold and an apology. Switching to another product and company to fulfill the order without an explanation of price change or cancelation to me is a clear bait and switch.

    Desired Settlement: I would like to order the product at the advertised price and an apology/commitment that they will change their practice of switching links with out a page explaining the changes and a link to other site so you know what you are ordering and the cost up front.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that this order was cancelled on 11/14/14, and you will not be billed for it. I have also now issued a $10 Rakuten gift certificate, which should be delivered to you within the business day. This may be applied to a new order, for the same item. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    11/25/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I purchased a Dell Venue 11 Pro Ultrabook Tablet on 24 July 2014, order number ******** from Rakuten for $559.94, which apparently was supplied by ***@************.net. I began have issues with this tablet immediately and after a period of time could not take it anymore. I contacted ***@************.net on 18 September 2014 to advise of the issues. I contacted him again on 9/19/2014 at support@************.net indicating they did not have the item in stock for replacement and to contact Dell as it was under warranty. I contacted Dell and they indicated that the tablet was a refurbished tablet and I needed to change the registration over to me before they could do anything. I advised them that I did not purchase refurbished item as it was listed brand new and states so on my receipt. I contacted the ***@************.net and advised them of the misrepresentation and my demand to return the tablet and get my money refunded. At first they denied it was refurbished, but after I advised them that this item was originally registered before I even purchased it, he agreed to refund my money 2 days after I sent it back. I sent it back and as of today and numerous follow-ups, I still have not received my refund.

    Desired Settlement: I would like Rakuten or the seller they represented (***@************.net) to refund my purchase price of the tablet in full ($559.94). Additionally, whatever action that can be taken against the seller for misrepresentation be enacted to prevent this from happening to anyone else. I purchased the item in good faith, but the services have not be reciprocal.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    In response to the open BBB dispute, we made contact with you via email on 11/13/14, to collect your return tracking number. You had responded with UPS number ******************, and we used this to reach out to the marketplace seller ***** *******, who has now approved the refund. Your refund of $559.94 has now been submitted as of today, and should process in 1 to 2 business days. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

    11/25/2014 Problems with Product/Service | Complaint Details Unavailable
    11/21/2014 Guarantee/Warranty Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Rakuten MP Order No. ********- Returns [Incident: **************I Purchased and paid for (via PayPal)an oxygen conserver on Rakuten.com. Order was processed by AAA Medical, a Rakuten.com seller. Product delivered was unusable as advertising was incomplete. Immediately requested return authorization. Talked with manufacturer at seller's request. Manufacturer said "that's the way it is." Attempted contact with seller by his cell phone several times, no answer. Contacted Rakuten.com. Received email promise to solve the problem on 12/12/13 asking me to give them two business days to encourage seller to perform.3 Business days later contacted Rakuten again via telephone. Was told by Rakuten.com customer service rep that manufacturer in Lehigh Acres, FL was going to pick up the item from my house in Northern South Carolina. She said yes she was sure that was going to happen. On 12/18/13 I received 2nd email from Rakuten promising to fix the problem if I would give them one or two days to fix the problem. I responded that the 2nd email was nearly identical to the first and that I was loosing confidence in the likelihood of a happy ending. I requested that he send me the location of Rakuten.com so that if their system failed to resolve the matter I could file a complaint with the BBB.I have heard no more from Rakuten.com. Their business model is to provide a portal through which small businesses can sell on the internet through their website and under their terms and conditions. They say, and each email promised a return authorization and money back warranty. I have been more than patient, followed every request and responded politely (with the possible exception of my last email) to every request by both AAA Medical and Rakuten.com. Rakuten.com, the primary provider of the portal and the source of confidence placed in them by consumers has failed to live up to both their warranty and there promises.

    Desired Settlement: I would like for Rakuten.com to provide a prepaid shipping label and upon receipt of the conserver to refund my PayPal payment.

    Business Response:

    Thank you for contacting Rakuten regarding order********. We apologize that the customer’s issue was not yet reported resolved.

     

    I have reviewed this matter and do confirm that the customer has returned their item, and a full refund of $185.99 was submitted on 12/23/13. This should have processed within 1 to 2 business days of that date and reflected on the customer’s method of payment.

     

    If you have any further questions, please contact Rakuten and we will be glad to help. Thank you very much. 

     

    Sincerely,

    Rakuten Customer Support

    Consumer Response:

    Thank you.  The issue was resolved as described. 

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

    11/20/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: Hello there and I trust that this message finds you well. I truly hope that you can help with issue as Buy/Rakuten has been completely unresponsive and unhelpful. I place an order for a Laptop Computer (********) on buy.com. When I received the item I was shocked that they shipped the item in the computer's box, i.e. no additional packaging/box so any/everyone could see what the shipped item was. I was also shocked that when I opened the box, it was empty! Someone had removed the item and I received and empty box. I contacted Buy.com who instructed me to return the item and provide me with a UPS Label (******************). I returned the empty box, but this purchase was for a gift which I needed asap. So the buy customer service instructed me to repurchase the item, because the refund/exchange process will take 5-7 days plus shipping time. Unfortunately there was a limit of 1 computer per customer account and the price had gone up. The customer service agent instructed me to create a new account and purchase the computer from the new account and that they would price match my previous order. I finally received the item, but now Buy/Rakuten is REFUSING to issue a refund for the original order. I have sent 20+ email and called 20+ times to customer service and they are complete unwilling to help and address this issue. I truly how that you can help the issuance of my refund. Thank you so much and please let me know if you require anything further.

    Desired Settlement: I will accept nothing less that previously promised full refund of $******.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********
     
    I am very sorry for the inconvenience encountered with this order. I have reviewed this matter, and will regrettably not be able to approve the submission of this refund. 
     
    Per our records, on 11/28/13 you had contacted our customer service department via phone, and informed us that the item had not been functioning properly.  Return merchandise authorization (RMA) materials were issued to you through our website on 11/28/13, and the return parcel was received by us on 12/4/13. For the return, we confirm we received an empty box. 
     
    On 12/13/13, we'd received a follow-up contact from you via phone, in which you had reported that you had received an empty box. As this was not consistent with the original report, we returned the empty box to you with UPS tracking number ******************. At this time, we can not submit the requested refund.  
     
    I apologize that we could not submit the requested resolution. If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Hello there and I trust that this email finds you well. I received an empty box. I did not purchase and pay for an empty box. I am beyond disappointed with your overall lack of "customer service" and surly you have forever lost my business. Once again I will accept nothing less than a full refund for this order.

    Regards,
    ****** *****

    Business Response:

    Thank you for contacting Rakuten regarding order********. We apologize that the customer’s issue was not yet reported resolved.

     

    The customer for this order had originally reported the item was defective on 11/28/13, and returned it with a return merchandise authorization (RMA) that we had issued. After the item’s delivery back to us, he contacted us again on 12/13/13, and had then reported that the return was due to the fact that he received an empty box.

     

    His refund for this return was denied, and we shipped the empty box back to him. However, the customer subsequently opened a chargeback with his method of payment. At this time, our records confirm that he did ultimately receive his funds back as of 3/12/14.

     

    If you have any further questions, please contact Rakuten and we will be glad to help. Thank you very much. 

     

    Sincerely,

    Rakuten Customer Support

    11/20/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I have went to this site to purchase an Android item (Ipega Black Wireless Bluetooth Controller for iPhone 4/4s iPhone 5/5s iPad Samsung Galaxy S4/I9500 S3/I9300 PC) for my brother -in - law. I have found it and went through the process to purchase it online. Well, they had issues with my billing address that was assigned to my debit card account. Which is weird because I know for a fact that the address i put WAS correct. So I tried to cancel the order because they are HORRIBLE to get ahold of. I got a confirmation email saying it was cancelled, then got an email saying it was in route to my current address. I tried to call and see why its still on route to me and why my refund has YET to come up in my bank account. Every time I get connected to them, I get connected to the SAME GIRL and EVERY TIME, she hangs up on me when I start explaining the issues and questions. (I have never been angry with her on the phone)I have had to call my bank directly and cancel my debit card and order a new one. (just incase they try and take more money from me.)

    Desired Settlement: This website NEEDS to be taken down and banned from selling anything and everything! All this has been for Christmas shopping to, the most stressful time of the year too!I have been researching the type of site and business this is, and everyone is saying nothing BUT horrible and negative things about them. About Scamming, fraud, etc. issues!!I would ask for a refund, but I had contacted my bank directly and they have notified me that they will refund the amount anyway, if Rakuten.com doesn't.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********.
     
    I sincerely apologize for the inconvenience you have experienced regarding this order. We take customer service very seriously here, and it is each agent’s responsibility to give first class service on every single contact that we get. Clearly, that did not happen in this case. 
     
    Your Rakuten.com order number ******** has been refunded for the amount of ****** on 12/9/13. This should have processed within 1 to 2 business days of that date, and should reflect on your method of payment according to its respective processing time.  
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    When I had tried before to contact them and get this all resolved through them, they had sent the EXACT SAME response to me. And it actually IS NOT accurate. They DID NOT refund me that amount at all. I had to end up calling my personal bank and cancel my card and they refunded the amount to my account instead. 

    Regards,

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



    Business Response: Hello, 


    Thank you for your reply regarding Rakuten order number ********. 

    I apologize that the response we had provided previously was not satisfactory. I have further reviewed this matter, and do re-confirm that a refund was processed to your original method of payment for $***** on 12/9/13. 

    We are sorry if you had encountered any issues in claiming or receiving this refund on or following this date. Per the update you have provided most recently, I understand that you have contacted your method of payment, and the refund was ultimately claimed through them. Per this information, it appears that the refund has now been received by you. 

    If you have any further questions, please contact Rakuten for assistance, and we will be glad to help. Thank you very much. 

    Sincerely, 

    Rakuten.com Customer Support 

    Business Response:

    Thank you for contacting Rakuten regarding order********. We apologize that the customer’s issue was not yet reported resolved.

     

    The customer for this order received a full refund of $24.98 on 12/9/13. We confirm this processed on that date and should reflect on the customer’s method of payment. In the BBB complaint they filed, the customer reportedly did not receive the refund directly through this process, but had claimed the refund by calling their bank directly. We do not reflect that this is the case, however at this point the customer should have received their refund as requested.

     

    If you have any further questions, please contact Rakuten and we will be glad to help. Thank you very much. 

     

    Sincerely,

    Rakuten Customer Support

    11/19/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: This issue involves a third party seller under Rakuten.com's control. After deciding to return a defective laptop I contacted the seller to ask for instructions on how to return the laptop. Seller eventually replies saying that I cannot because their return policy is only 15 days. However, at the time of my purchase and contact with seller the seller's website plainly says its a 45 day refund policy. I copy and paste the wording on their site and cite it to the seller. 10 minutes later the website now states the policy is 15 days plus a 20% restocking fee. I tell seller that will not apply for me because it was changed after the fact. Seller admits that he changed it and that the 45 day policy was the default policy and says he will honor the 45 day policy upon inspection of the laptop upon its return. I contact Rakuten.com about this matter and explain everything. The item eventually reaches seller and I am given back an 80% refund. But there is no grounds for him to keep 20% because there was no restocking fee in the original policy I contact Rakuten.com and provide them with all the emails between the seller and I, including the seller's acknowledgement that the policy was changed. Rakuten.com tells me there was no change in the policy and cannot do anything for me except to give me $75 as an apology. However it is clear that there was a change or else the seller would have never entertained receiving a return 30 days past the return period. Seller needs to be held accountable. Rakuten.com attempted to assist me but erred miserably by disregarding my emails and concerns. Because Rakuten.com has failed to hold this seller accountable, this seller can continue to manipulate customers and get away with it. Therefore Rakuten.con needs to be held accountable.

    Desired Settlement: I demand the remaining 20% of the refund for the laptop - $155 Plus I demand the cost of shipping incurred to me for returning an item that seller more than likely knew was defective - $25. Total settlement - $180 I also would like to see this seller penalized for his disgraceful treatment of me and for his underhanded tactics. Thank you very much.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and do confirm that you have been in contact with our customer support department, and that the following refunds were issued to you with the listed dates: 
     
    $620.00, 10/29/14
    $75.00, 11/4/14
    $80.00, 11/7/14
     
    These total the full amount billed for your order, $775.00. At this time, a full refund has now been issued. These should process within 1 to 2 business days of the dates listed above, and reflect on your original method of payment. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    11/17/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I have tried contacting Rakuten.com multiple times about refunding a charge for an order (********), I never received which was not listed as a preorder when I purchased it. I paid via paypal and Rakuten did not respond to their dispute as well, (Non-receipt dispute - #PP***************9). They did not answer my requests for a refund from either their website or my paypal dispute.

    Desired Settlement: I would like my money back from the order ASAP or if they refuse to do that a larger amount of store credit.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that your order is now cancelled, and a full refund has been submitted via PayPal for $26.63. For verification, please contact PayPal directly. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    11/6/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: The company Rakuten emailed me an offer for a $20.00 credit. I had placed an order with their site previously, but used the guest checkout function. The offer stated that I would be awarded a $20.00 credit if I signed up using the same email address. I took advantage of this opportunity, and I immediately signed up using the link in the offer. To my dismay, I was given an error code that reported my account had been created but an error occurred. I emailed customer service, and ********* (no last name or ID number) responded asking for a copy of the email and my order number, which i provied (order ********). I was then told I needed to merge my accounts, which I attempted to do, but received additional error codes. Rakuten tried to provide a non-hyperlinked sentence for resolution; they simply say "you can find out here:" and there is no link. Second, their website is not looking up my order information when I try to search through the guest check out function. I asked if ********* could do this for me, but she responded that with a generic message that I would need to merge my accounts, providing the same non-hyperlinked excuse. I asked that ********* please provide the contact information, including email, phone number, employee name, and employee position of someone with the authority necessary to assist me. I was denied this information, and given, instead, a response that they are experiencing an intermittent error, and that I should be notified when it is resolved. Providing an open ended promise does not resolve my issue. They have denied me access to your supervisor, have refused to properly credit my account as indicated in your initial mailing to me, and have done nothing more than say it might be resolved at a later time. They have provided "bait and switch" promotional content, which is illegal; it is consider fraud and false advertising. They refuse to assist me in resolving my issue with their company, which is unacceptable from any business.

    Desired Settlement: I want the company to correct the issue with the credit on my account, as well as address the time I have wasted working to resolve my issue with "*********" who has been ineffective and robotic in her assistance.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed your Rakuten.com account, and confirm that the 2,000 promotional Rakuten Super Points (RSP) have been deposited. I also confirm that these RSP were subsequently redeemed by the customer, as of 10/17/14. You will not be required to merge the previous guest checkout order into your account for this promotion. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    11/5/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: on July 31,we paid rakuten.com $99 for 3 months which would allow us to sell our products on their website, 2 weeks later they deactivated our account, we sent over 100 emails trying to find out why they deactivated us, no response, not a single return email, they have no phones for seller support. in the 2 weeks we were able to sell on their site, we sold and delivered $4000 in laptops, Rakuten was paid by the buyers and kept the money. we have not been paid anything and we have not been able to contact anyone in rakuten.

    Desired Settlement: we would like our $4000 for the products we sold

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding your status as a marketplace seller. 
     
    I am very sorry for the inconvenience encountered. I have reviewed this matter and do confirm your Rakuten marketplace seller account is disabled. This is per the fact that the marketplace seller did not meet the standards required by Rakuten. The account is now disabled, and the funds are currently held to address the returns and refunds associated with your orders. 
     
    If you have further questions, please contact Rakuten for assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response: we have received a partial payment from rakuten.com but they still owe us $1000, we have never been contacted by them concerning this matter, and I have to believe they are trying to keep the $1000 they still owe us. not sure why this company refuses to respond to its customers but it certainly causes problems.
    thanks
    ****
    *********


    Business Response:

    Hello, 
     
    Thank you for following up with Rakuten regarding the status of your seller account. 
     
    I am sorry that you did not receive full payment. I have reviewed this matter, and confirm the payment was short credited due to defective merchandise, product other than described, and failure to assist customers with returns. At this time, we cannot reverse the deduction from the payment, per these updates. I apologize for this inconvenience. 
     
    If you have any questions, please contact Rakuten for assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support 

    11/4/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: In 11/24/12 I bought from Rakuten.com (Buy.com) Swiss Precimax Men's Formula-7 Pro SP12057 watch-Order#********. In September 2013 date hand of this watch just fell off. I contacted Rakuten.com. Rep of the company told me to send watch to repair shop paying only for shipping. They "fixed" my watch, but in May 2014 I got the same problem. This time rep told me to send watch back to repair shop again but now I have to cover shipping plus $15.00 for quality control. Remember, first time I didn't pay for quality control that's why my watch didn't last for a long time!!!

    Desired Settlement: I contacted few reps but they didn't satisfied my request to have refund because somehow I don't want to send this item for repair every couple months.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and will regrettably not be able to arrange for a return for refund. This order was placed on 11/24/2012, which places it significantly outside of the returns policies held by Rakuten and the marketplace seller for the item, "AreaTrend". We collaborated with "AreaTrend" per your outreach to us in May of 2014 , and they confirmed to us that their returns period is expired, and that you will need to reach out to the manufacturer Swiss Precimax, to determine whether your item can be serviced under warranty. You may contact Swiss Precimax using the information on the following page: 
     
    http://www.precimaxwatch.com/
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    11/3/2014 Billing/Collection Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: BBB does not allow for Credit Card Numbers to be transmitted as part of the complaint detail or desired outcome. Please amend your submission to continue. *there is no ***** credit card info.. WTF... logged into my account and placed in order on item: item seach website page added later due to BBB website ***** up... item sku #: *will be added later due to BBB wevsite ***** up... Order Number: *will be added later due to BBB wevsite ***** up... *special buy points 28... (which is one of the main reason of placing the purchase... Paid through paypal only to find after they taken payment that the order(item still on the way: *tracking added later due to BBB website ***** up... ... The item is not in my account under my order nor the 28 points. Have attempted contact multiple times with neither help nor the correction. Have asked to merge that to my account... I can log into my account and the only reason why i was able to find tracking is the paypal "guest look up".... ??? Why the ***** is it under guest when i was logged in to my ***** account???? As they are a google trusted store, i have attempted to contact google on it, had no response form either side and issue is still not resolved...

    Desired Settlement: merge the ***** order to my account "******************".. and give me my ***** 28 points....

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    We are experiencing an intermittent error with merging guest orders to permanent accounts. This is being investigated by our IT department and they are working to remedy this issue. We have recorded that this issue has been happening with your account so we can update you as soon as it is repaired, however we regrettably do not have an estimate for the completion time. 
     
    I do confirm that the order was placed with a guest checkout method, which do not accrue Rakuten Super Points (RSP); orders must be placed with a Rakuten.com account in order to accrue RSP. Your guest order should be merged into your account shortly, however we regrettably cannot apply the requested RSP to your account, as the order was not originally placed with a Rakuten account. I apologize for this inconvenience.  
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response:

    I didn't care abount the points, it was more of the principal that i was signed in to my account... Unknown why it went to a guest account checkout...

    I have received the item form that order. and will verfiy later if the item has been added to my account. Thank you for your time and patience.

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

    10/28/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Rakuten.com/Buy.com Inc. has violated Paypal terms of agreement and committed fraud charging me and others and not refunding or delivering my products. I have tried to be as patient with Rakuten.com/Buy.com Inc. as possible. Although I have made a claim to which they have told me several times that "within one business day" I would receive by e-mail a status on my claim, after multiple times of calling and inquiring on the status of my claim, they have not gave me the status of my claim and have instead kept putting it off for several days. This is unacceptable and I am not paying for something I did not receive. I have researched this company with the BBB and see that they have multiple complaints for charging customers and the customers do NOT actually get their items. Sometimes, it has been the fault of the shipping carrier (in my case, FedEx) for leaving a package, if they have even delivered it in fact, in a wide open space where people can see it and thus steal the package. In my case, I left specific directions for the FedEx driver to place the package behind my fence (where nobody could see it). IF these directions had been followed, then I MAY have received my package, yet I did not receive the item I had paid for. According to the shipping details, the item AMD FX-9590 Vishera 4.7GHz Socket AM3+ 220W Eight-Core CPU - Black Edition ($339.99) that I ordered on August 13th, 2014 was "delivered" on August 19th, 2014, however I do not have this item. I have checked with my neighbors, and everywhere that the FedEx man would leave mail or packages. I am the only one who gets the packages/mail. I have asked the FedEx man and they have not seen this package. I do not have this item that I have paid for. Therefore, I am not even sure that Rakuten.com/Buy.com Inc. actually sent out my item and now I have to buy this computer chip locally because I should have received it yesterday, but did NOT. Rakuten.com/Buy.com Inc. refuses to give me a refund or send out a replacement

    Desired Settlement: Refund

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that your claim was approved, and a full refund was submitted on 8/29/14. However, we encountered an issue processing this to your method of payment, PayPal. 
     
    Per your most recent contacts, we understand that this was due to the fact that a dispute was opened on the PayPal transaction. If this is accurate and a dispute has been opened on the transaction, please follow up with PayPal, as they are currently in the best position to assist you. If there is no dispute on the transaction, or PayPal is not able to assist you, please let us know and we will proceed accordingly. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I have, just about 10 minutes ago, Closed out the dispute against Rakuten.com For $339.99 (Please see attached e-mail and PayPal dispute pages). Therefore, I am Requesting that, Per your last response ("Per your most recent contacts, we understand that this was due to the fact that a dispute was opened on the PayPal transaction. If this is accurate and a dispute has been opened on the transaction, please follow up with PayPal, as they are currently in the best position to assist you. If there is no dispute on the transaction, or PayPal is not able to assist you, please let us know and we will proceed accordingly.") That you reprocess the refund for $339.99 as soon as possible. 


    Once this refund for $339.99 has been processed accordingly and went through, then this will have addressed my concern and issue regarding this matter.

    Regards,

    **** ******



    Business Response:

    Hello, 
     
    Thank you for following up regarding Rakuten order number ********. 
     
    I apologize that the resolution for this order is not yet received. I have further reviewed this matter and confirmed that in addition to the PayPal transaction dispute, a chargeback had been opened on the original method of payment. At this point, it is recommended that you please continue to follow up with PayPal and your original financial institution, as they currently best able to provide you with the updated status of the resolution. Contact must be made between the customer and PayPal, as well as the original financial institution, in order to resolve the issue through the chargeback process.  
     
    If you have any questions with regards to this matter, please let us know and we will be glad to help. Thank you very much. 
     
    Sincerely, 
    Rakuten.com Customer Support 

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I have just called my bank, PayPal Extras MasterCard, and they informed me that I still have the dispute and a chargeback open on this issue. I was unaware of the chargeback, and I believed that I had, days ago, closed the dispute because Rakuten.com said that they were going to refund me the money.

     

    However, because of the lack of due diligence on the part of Rakuten.com and the runaround that I have gotten from this company, I have just informed my bank to continue with the chargeback and the dispute. Once again, I am not going to pay for something I did not receive (the AMD Chip that I ordered on order # ********). I have spoken several days ago with my bank and also with Rakuten.com both at on the phone at the same time and my bank told Rakuten.com that they were going to continue with the dispute because, since Rakuten.com was going to give me a refund, the both would cancel each other out.

     

    Since Rakuten.com said that they were going to give me a refund for the item that I did not receive, yet did not do so in a proper and timely manner, like I told supervisor ***** ********* (spelling?), I was going to continue with the chargeback and dispute.

     

    Therefore, I wish that my bank's chargeback and dispute continue because Rakuten.com does not have prompt customer service and delayed in processing any kind of refund for me.


    Regards,

    **** ******

    10/15/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I placed an order on 8/18/2014 since I could earn 9320 super points. Before I placed the order, the order page is clearly showed that I would earn 9320 points. After I placed the order, I checked my super points history and it did show I earned 9320 points. I keep both screenshots for proof just in case, and I also received the email from Rakuten.com, in which it showed I earned 9320 points. But after a few days, the points was quietly changed to 5320 points with my knowledge. So I contacted the company, and after a few emails and a few days, I was told that that was by their policy, which is not true. Both screenshots I saved and the email they sent to me all showed in amount of 9320. It is dishonesty business practice to do such thing.

    Desired Settlement: Send me the $40 check for the 4000 super points they took away illegally.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that you accrued 5,340 Rakuten Super Points (RSP) on this order. This amount was accrued due to the fact that part of your order was paid using RSP. When this is the case, this portion of the order does not accrue further RSP, and so the total was 5,340.  We have contacted you via email on 9/12 and 9/16 to provide this update and clarification. At this point, we regrettably cannot make an exception to reinstate the points you have requested. I apologize for this inconvenience. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    The company should at least have some credit on honoring their own promotion, or just simply don't run any promotions at all. When you promised something without honoring it, it is cheating (luring me to buy something, then a few days later, quietly removed the points from my account). Even as they said, the order total was $631.99,  I paid by credit card by amount of $530.59 and $101 by super points, out of what I paid by credit card, there is $299.99 iRobot came with 20% points back and the rest $230.60 came with 10% points back during their promotion. So at least I should get $299.99 x 20% + $230.60 x 10% = $60 + $23.06 = $83.06 (i.e. 8306 in super points) NOT $53.40 (5340 points) even they failed their promised $93.20 (i.e. 9320 in points), They just gave me 10% points back on everything instead of their promised 20% on iRobot of $299.99 and 10% on $230.60. If they miscalculated the points, I understood, but they should correct it by now.

     
    Attached are the two screenshots BEFORE I placed the order (showing I will earn 9320 points in red) and AFTER I placed the order (please look at Order ********, the first one, showing I earned 9320 points).
     
    Thanks!

    Regards,

    ****** ***



    Business Response: Hello, 

     
    Thank you for following up regarding Rakuten order number ********. 
     
    I am sorry that our previous update did not contain an acceptable resolution. We have re-reviewed this matter and have now added 2460 Rakuten Super Points (RSP) to your account for this order. 
     
    This is per the fact that you paid $530.59 through your method of payment, and the RSP accrual rates of 10x and 20x for the purchased items. Your new RSP total for the order is 7800, and so we have submitted 2460 RSP to meet this amount. 
     
    If you have any further questions, please let us know and we will be glad to help. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support 

    10/15/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I purchased a product online on 9/9/14. It was reportedly shipped on 9/12/14. As of this complaint it has not been delivered (9/30/14). My credit card was charged around the time of the shipment. I have made multiple attempts through their website to contact the seller with no response (5 emails). I have made multiple attempts through their website to contact Rakuten directly with no response (3 emails). The tracking number I was provided stopped updating on 9/17/14, reportedly it was handed off from UPS to USPS. I finally found a USPS tracking number (on my own) and it stopped updating on 9/24/14.

    Desired Settlement: I would like my item and/or a refund discount for my trouble. At very least my item or discount. I also would like someone to look into their practices as there is no way for me to contact anyone about my money except through online page-which they never respond.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm the tracking for the order terminates on 9/24/14 without delivery. In light of this, we have contacted the marketplace seller for your order, The Sale Box, and they have submitted a full refund, which should process in 1 to 2 business days. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    10/8/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I signed up to be a seller on Rakuten.com. I have ran into many issues while trying to create my store and have received no customer support for the emails I have sent. They represented themselves as a company that made selling online easier and more cost effective and it has been nothing but the opposite of that. I have tried calling customer support about this multiple times and they refuse to help me with the issues I have and I feel as though I was defrauded out of my money to sell on the market place.

    Desired Settlement: I want my account closed and my money refunded in the amount that I paid for

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding your status as marketplace seller.  I am very sorry for the inconvenience encountered. This is not a typical or ideal experience to have with Rakuten.com. 
     
    I confirm that a refund of your subscription fees for $99.00 has been submitted on 9/24/14. This should process in 1 to 2 business days and reflect on your original method of payment. I also confirm that your seller account has been closed. 
     
    If you would like to discuss the issue with us and tell us how we could make your next experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    10/7/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: i make a order in this web site the day august 18 2014 order no ******** i receive by email a cupon with 40 dls off i try to used and i have a problems so i make the order with out promotion and the answer was is not problem we going to make a exception an make a refund for the 40 dlls take 1 or 2 days so that was 1 month ago and nothing i send several email regarding this and i have only one answer this "Thanks for contacting Rakuten.com regarding order number ********. I am sorry that the promo code "*******" was not applied on your order. As an exception, I have issued refund in the amount of $40 in lieu of the coupon. Your refund should show on your method of payment within 1 to 2 business days. Please let us know if there is anything else we can do to assist you, and thank you for shopping at Rakuten.com." but they dont make this refund so i dont know what happend we the customer service from rakuten and i dont know why they dont make this refund

    Desired Settlement: just i want the complete refund that they promise

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm your $40 partial refund was submitted on 9/10/14, and approved on 9/17/14. The refund should process within 1 to 2 business days of the approval date, and reflect on your original method of payment. If this is not the case, please follow up directly with your original method of payment, as they will be in the best position to assist you. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    10/7/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Hello, I order a IPAD Mini 64 bit. The tracking said it was left at other or released. I'm assuming they left it on my porch because I never signed for it. I have been emailing and calling them abouth not receiving it. They keep giving me the runaround saying they will escalate the issue and get back to me and they never do I have to keep calling them and they still are not doing anything except playing games. The product was sent on it way to Columbus on 8/20/2014 The order number for the product is ********

    Desired Settlement: I paid for this product thru bill me later and I would like a payment refunded back to bill me later.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm your order was shipped via UPS tracking #******************, which reports delivery on 08/26/2014. Our records report that you have previously contacted Rakuten, and on 9/17 you were informed that we would open an investigation with the courier, and to allow 15 business days for completion. 
     
    The UPS tracking now reports that a lost package investigation has been opened as of 9/18. Our ability to proceed will depend on what information is provided to us at the conclusion of the courier's investigation, and we regrettably cannot guarantee any resolutions at this time. Please allow the period to elapse and we will be glad to update you accordingly. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    10/3/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: ordered a roomba in june. it never shipped. they insisted it did ship via thier distributor in massachusetts [ACTION PACKAGED] Finally in August both admitted it was on back order and guaranteed delivery by the edn of august IT NEVER SHIPPED!!!! they had no intention of shipping or refunding my money unitl I threatened to file a complaint agianst them I have yet to receive my refund of $399

    Desired Settlement: they owe me more than a refund for tying up my credit and for attempted abasconding with my funds they misrepresented themselves and attempted fraudulant action

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm a full refund of $399.95 was submitted on 9/9/14. This should process within 1 to 2 business days of that date and reflect on your original method of payment. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


    Regards,

    ****** *****

     

    IT TOOK MONTHS AND MONTHS AND LIE AFTER LIE TO GET IT

    THEY ARE DISHONEST AND FRAUDULENT

    * *****

    Business Response: Hello, 

     
    Thank you for your reply regarding Rakuten order********. 
     
    I am sorry that you had experienced delays in this order's fulfillment, and the order ultimately had to be refunded. I do confirm that at this point, the refund has been submitted in full for the $399.95 you had paid. No deductions were made to the refund, and it should have processed within 1 to 2 business days of its submission on 9/9/14. 
     
    If you have any further questions, please let us know and we will be glad to help. Thank you very much. 
     
    Sincerely, 
    Rakuten.com Support 

    9/29/2014 Guarantee/Warranty Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Regarding order #******** On 8/16/14 I placed an on-line order with Rakuten.com for 2 computer desks. A day later I contacted them again to attempt to cancel part of my original order because I realized that it would not fit in my new apartment. When I contacted them again they said they would contact "the seller" to do this for me. Apparently they use outside vendors and this particular vendor efurniture, was not responsive. I received confirmation that both items were shipped, even though I contacted them in enough time to have only the part of the original order shipped. So, I received both computer desks and contacted Rakuten.com, as their website instructs, to get an RMA number and address to have the unwanted desk shipped back and to get a refund to my credit card. This process went on for several days and after not receiving any resolution, I decided to return both desks because this is not a company I want to do business with. After each one of my calls I am told that they would "escalate my case to a specialist" and I would receive word within 1-2 business days from the seller. The seller contacted me once, a very cryptic email that simply stated, ship the merchandise back to this address.....there was no RMA# and no mention that I would receive a credit to my account. Since the email did not seem legitimate I contacted Rakuten again, insisting that they reach out to the seller and get me an RMA number so I could protect my rights and have confidence that I would receive a refund. Today I contacted Rakuten.com again by phone 877-880-1030 and added another complaint to my long list and insisted that I receive a resolution ASAP. I would told to call back in one business day but since I have spent several hours now with this process of simply attempting to return unwanted merchandise, I asked that someone contact me and left my contact number. I wasn't assured that this issue would be taken care of and am very unhappy.

    Desired Settlement: I would like an RMA number, address where I can return the merchandise and pre-paid shipping labels so I won't have to pay the $80 to ship back the items. Thank you, ******* **** *****

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and Rakuten has now sent you 2 prepaid shipping labels to return your items to the marketplace seller Efurniture Center. This was done today, 9/16/14, and you should receive these via email. Once your items are delivered to the marketplace seller, please allow up to 5 to 7 business days for submission of your refund. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    9/25/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered 2 Cell phones from Rakuten.com and today I attempted to contact there customer service department and have not heard back as of yet. I ordered 2 Droid 4 Celular phones as was advertised on there website. I get my order today in the mail to disover they have shipped me 2 Cell phone Batteries. This is not what was on the page and this is not what I ordered.

    Desired Settlement: I expect the cell phones I ordered to be delivered to me as promiced in the advertisment.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm that the original marketplace seller for this order "Unlimited Cellular" has removed themselves from our product listing, and the item is now listed as out of stock. As the items were listed at $5.99 each and you received 2 batteries, this appears to be an instance of a listing error. We are regrettably not able to match the original price, however we have now submitted a full refund on your order for $11.98, and the batteries do not need to be returned. Your refund should process within 1 to 2 business days and reflect on your original method of payment. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

    9/25/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a book from a Rakuten seller on August 30, Order # ******** using bonus points I got that were going to expire. The seller said the item would ship in 1-2 business day. On Sept 7 I emailed the seller and sent a message to Rakuten asking where my book was. I did not hear back from either. On September 8th I emailed the seller again and got no reply. On Sept 12, having not heard back from Rakuten in the 3-5 days they say I sent another message. I have heard back from no one. I can't cancel the order because the seller has to do it and they are not responding to my emails.

    Desired Settlement: I want my book. I paid for it I want it. That simple. If that is not possible I want the order canceled and bonus points returned to my account. I also want to be able to rate the seller which you currently cannot do if the item has not shipped. I'd like to be able to warn others.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm your order was successfully cancelled by the marketplace seller "The Cat in the Box", on 9/22/2014. You will not be billed for this order and the Rakuten Super Points (RSP) used to pay for your order have been returned to your account. You may view your RSP balance and information using the directions on the following page, under "How can I see my Rakuten Super Points balance?": 
     
    http://support.rakuten.com/app/answers/detail*********/
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response:

    Better Business Bureau:

    I grudgingly accept  Rakuten's response however I would have preferred to get the book I ordered.  I was not asked what I wanted to do nor given a reason why I never got my order.

    I never heard from the seller whom I contacted 4 times and I never got a response from Rakuten.  If I had not filed with you, I have no doubt I would never have heard from them. I also want the seller to get a bad review which I can't do because my book was never shipped.

    Rakuten says to contact them to further discuss this, but how?  They never respond to any emails.  I contacted them 3 times about this and 2 previous times and I NEVER heard back from them.   I'll find something to use my points for then I won't shop with Rakuten again.

    Regards,

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

    9/23/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: on 6/3 we were told that the items we were selling (3rd party) they thought might be counterfeit items (which they weren't counterfeit) so they froze our account and withheld our funds and would no longer allow us access into our accounts. We fully explained the situation to them and no longer had any more of those items in question - the buyers received their items without complaint and yet they still withheld our funds. I can go into further detail if needed. We have e-mailed them numerously because we can't call them and not only are they continuing to withhold our funds, they refuse to tell us how many funds they are withholding. We can't understand why they stopped talking to us. It seems highly dishonest. They are keeping our monies, and most likely the consumer's monies too. We can't access our account either so there is no way to tell us how much of a loss this is or whether it's worth it to try and hire a lawyer.

    Desired Settlement: We have been requesting they either release our funds or let us know how much funds they are withholding for us. Either request is highly reasonable.

    Consumer Response: We did pay to be a 3rd party seller on their site for $99.00.  I think that may have been a 3 month fee.  I hope that helps a little bit.  Then the monies they've withheld from us is our portion from the sales we made through them.  Please let me know if you need further information.  I think we've actually contacted them at least 6 times.

    Sincerely, *******

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding your marketplace seller account. 
     
    I am very sorry for the inconvenience encountered. I have reviewed this matter using the information you have provided, and do confirm that your marketplace seller account has been terminated. This had been per the fact that the marketplace seller had not met the standards required of merchants on Rakuten.com. In light of this, the account funds are held, in order for us to address the costs of returns and refunds associated with your orders. 
     
    If you have any questions, please contact Rakuten and we will be glad to help. Thank you very much.  
     
    Sincerely, 
    Rakuten Customer Support
     

    9/23/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a Intel solid state drive around June 2nd of 2013. I received instead a processor instead. I ordered one part and received another. The nightmare has been getting in touch with Rakuten. After multiple attempts to reach Rakuten I found out they had made the mistake of miscoding the item and would not honor providing the item I payed for so they offered me instead my money back which I never got back. I had to make several more inquiries through they long wait time customer service process. I had waited so long to get a return order that I had given up and just had to send it back which they received August 12th. The order was ********. I was told I would get my refund back a long time ago but they never honored their word to do so. They have an extremely slow process of returns. My computer has been in a shop waiting for the part I needed back in June for over two months. I was called and told they would refund the money and even give me a voucher for $10.00 towards the purchase of another item and I had to pay for shipping back. I have given up on Rakuten.com as they have one of the worse customer service services of any online service. Now I have to go to my bank to protest their failure to return my funds. In my opinion it is not worth the risk of dealing ever again with Rakuten.com as I have lost much time, frustration and money dealing with their substandard customer service. I have been without the use of my computer for two months due to their negligence and false advertising.

    Desired Settlement: Refund my money ASAP.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm a full refund has now been submitted for this purchase. This should process within 1 to 2 business days, and reflect on your original method of payment. We have also sent you a confirmation and update via email, on 9/11/14 with further details. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    9/23/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: My shop ID ******** as a professional seller, I made sales and my account was suspended for unknown reason. I was never informed about the suspension. Rakuten is holding a sum of about 1000 dollar of sales in their account for at-least six months. I think they have decided not reply to any of my emails.

    Desired Settlement: I would like my account reinstated and/or at-least pay my sales. Thanks.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding your status as a marketplace seller. 
     
    I am very sorry for the inconvenience encountered. I have reviewed this matter and confirm that some of your listed products were reported counterfeit. Your account was disabled for this reason, and due to customer claims of counterfeits, we must hold all funds to address the cost of returns and refunds associated with these orders. 
     
    If you have any questions, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I'd like to know how long will you hold money. There must be a time limit.also pleased advise which items you are referring to be fake and how many sales were affected.

    Regards,

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



    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding your marketplace seller account. 
     
    I am very sorry for the inconvenience encountered. I have reviewed this matter using the information you have provided, and do confirm that your marketplace seller account is still terminated at this time. This had been per our confirmation that the marketplace seller had not met the standards required of merchants on Rakuten.com. In light of this, the account funds will be held, in order for us to address the costs of returns and refunds associated with your orders. 
     
    If you have any questions, please contact Rakuten and we will be glad to help. Thank you very much.  
     
    Sincerely, 
    Rakuten Customer Support

    9/10/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I purchased 4 refurbished computers from Rakuten on 03/16/2014. I received all 4 over the next two weeks. One proved to be defective. I was told to send back to supplier with an RMA which I was given. Item was returned on April 24th to Axion Direct ( the supplier ). After approximately 4 weeks I finally got a hold of Axion and was told They would get on it. After numerous emails to both Axion and Rakuten I still have not received my computer.

    Desired Settlement: Please send me my replacement.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that you had made contact with Rakuten, and that we had attempted to collaborate with the marketplace seller "Axon Direct" on your behalf. On 8/24/14, we submitted a refund of $88 for the price of the computer, as we were not able to collect a response from "Axon Direct". This refund should process within 1 to 2 business days of that date, and reflect on your original method of payment. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response:

     

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    *** *****

    9/8/2014 Problems with Product/Service
    9/5/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a HP ultrabook from rakuten on July 31st, 2014. it was 549.99$ and 10000 store points. After I completed my ordering, I received the order confirmation says: "Thank you for placing your order at Rakuten.com! You have earned 10000 Rakuten Super Points on this order." my Order Number is: ********. After that, I didn't get any further notification from rakuten and I sent the product to my friend as a gift. however, I just found out today that rakuten only gave me 5500 points without letting me know. I tried to call the customer service, and they just told me nothing they can do about this. I feel I was cheated by rakuten by sending me the confirmation of 549.99 $ sales price and 10000 store points. if they let me know anytime sooner, I would rather return the product. however, what they did is, they cheated customers with a more appealing store credit and then revoke it without noticing. Eventually, they increased the product price. This is horrible.

    Desired Settlement: I have the email confirmation from rakuten and there is no further notification. I ask rakuten to give me the store points of 10000 as they clearly wrote in the email.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirmed that your Rakuten Super points were reduced to 5500, from the original 10,000. This is per the fact that the original 20x promotional Super Points multiplier did not apply to electronic or tech items. As such, a 10x multiplier was applied to the order. Per this multiplier, and your subtotal of $549.99, the Super Points were reduced to 5500. I apologize for this inconvenience. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    9/5/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: It is about my order ******** placed on 7/31/2014. It clearly indicated that I will get 10,000 pts (worth $100) from this order before submitting it. This is also indicated in the order confirmation email (which I can upload anytime). However, after a few days after delivery, Rakuten changed it to 4,500 pts without any notice. I didn't realize it until accidentally logging in today. I have started to use the laptop thus it cannot be returned. This is totally cheating.

    Desired Settlement: add 5,500 pts in my account

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that your Rakuten Super Points accrued for the order have been reduced to 4500, from the original 10000. 
     
    This is per the fact that the original 20x Super Point multiplier did not apply to electronics or tech items, and so only 10x should have been awarded. This reduced the total to 5500, per the order subtotal of $549.99, and a 10x multiplier. 
     
    In addition, you had applied $100 worth of Super Points towards payment of the order. Rakuten Super Points as a payment method do not accrue further points. For this reason, the total was further reduced to 4500. I am sorry for this inconvenience. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    9/4/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: When placing an order using a promotional discount code, I made a type in the payment information field. (Same day) Rakuten.com contacted me via email to inform me, (still same day)I tried to update payment info and ended up having to cancel and resubmit the order. At this point the promo code would not work, I did not complete the order and emailed their customer service requesting the ability to use the same promo code, I immediately got an automated response email saying to expect a call within 48 hours. Almost a full month later I have received no further contact.

    Business Response:

    Hello, 

    Thank you for contacting Rakuten regarding order number ********. 

    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 

    I have reviewed this matter and confirm your order had been cancelled, and the order had claimed a $13 promotional coupon. I have now issued you a $13 Rakuten gift certificate, which should be delivered to you via the email address you used to place the order. This should be delivered within the business day. 

    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 

    Sincerely, 
    Rakuten Customer Support
     

    8/29/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered one laptop via Rakuten.com. When I placed my order, there was a promotional offere which included 10,000 points (equal to $100.00). After I received the laptop, I only got 700 points. I contacted them sereval times via email. They did not explain to me that why I can not get the points. I would like to get my 10,000 points back.

    Desired Settlement: I would like to get my 10,000 points back.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm your promotional Rakuten Super Points accrued for this order were revoked. Per our Rakuten Super Points terms of use, "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation." You may view the terms of use at the below page, under the section labelled "TERMS AND CONDITIONS OF THE RAKUTEN SUPER POINTS™ PROGRAM". 
     
    http://www.rakuten.com/ct/Rakutensuperpoint/default.aspx
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [Thank God. Finally, I got the response from Rakuten.com. I tried to contact Rakuten.com serveral times. Everytime, I received the email saying that I would get the response within 72 hours. However, it never happened before. I ordered ONLY one laptop for myself. Please suggest that how you determine this laptop is used for resale. On the other hand, Rakuten.com could claim that all the orders from the custmers are revoked for the same reason. Therefore, the promotional offer was a fake one. Customers could never get the points. Is this the TRICK how Rakuten.com run the business?]

    Regards,

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

    Business Response:

    Hello, 
     
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
     
    I have reviewed this matter and do confirm that the Rakuten Super Points on this order were revoked per our posted policies. This was per our review of the order following its placement. 
     
    I confirm that the policies regarding Rakuten Super Points were provided to you on 6/27/14. I regrettably am not able to make an exception to reinstate the points at this time. I apologize for this inconvenience. 
     
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
     
    Sincerely, 
     
    Rakuten Customer Support 

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [Again, Rakuten could claim all the customer's orders were revoked according to their policies. I ordered one laptop for myself because of the promotional offer, and can not get the points. Therefore, my claim would be the false advertisement information.]

    Regards,

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

    8/29/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I have never seen such an irresponsible company like 'Rakuten global market'. I bought a Nano-e Nano Care EH-NA95 hair dryer from 'Rakuten global market' by the link (http://global.rakuten.com/en/store/useful-company/item/eh-na94/) in January 2014. However, when I received it , there were no manufacturer package, no invoice and instruction. The only thing in the shipping box was the hair dryer. To make matters worse, The air outlet had electric sparks phenomena intermittently. I got pregnant in February. So I rarely used it since then, because of the radiation. My hair is very short. Even I used it, it was no longer than 2 minutes. I couldn't understand why the hair dryer sparked in such a short time. So I contacted with 'Rakuten global market' twice. However, its reply made me so disappointed, ' Thank you for contacting us. Rakuen Ichiba is providing a place, but the sale of products, managing products are managed by shops themselves.Therefore, regarding your query, please also confirm with the shop directly.' Unfortunately, the shop didn't give me any response even I contacted them several times. I am very indignant with the extreme irresponsible behavior of 'Rakuten global market'. As a large global shopping website, it definitely has to be responsible for the quality and source of the merchandise sold on the website, especially the safety of their customers. At least it should make an investigation of the matter, and supervise the seller to deal with this issue properly. So learn from my experience. Always choose a reputable dealer. 'Rakuten global market' is not!

    Desired Settlement: I hope Rakuten.com should apologize to me for their bad service and issue a full refund to me.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten.com. 
     
    I am very sorry for the inconvenience encountered. I have reviewed the matter you have submitted, and per the hyperlink you provided, this item appears to have been purchased through Rakuten Global Market. Rakuten.com is a separate retailer from Global Market, and we regrettably cannot provide support for their orders. In order to seek assistance for your order, please contact Global Market directly, as they are currently in the best position to assist you. 
     
    I apologize that we could not provide the requested resolution. If you have any further questions, please let us know. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    8/29/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a Flat Box Filter (Order #********) on 7/17/2014. I had a $10 off coupon, so in order to meet the $30 minimum, I purchased a filler item, as well. The filter was shipped and the tracking number showed 'Delivered' but I never received the item. I called Rakuten and was told to call the actually company I ordered from, Companion Caters. I had an opportunity to call (they close at 4 so this is difficult with my job) one time and I was told that they will send me a replacement; I asked for a confirmation email or a tracking number so I know it all went through correctly. About 1.5 weeks later, I still haven't received the item or the confirmation email. I call Rakuten, and once again, they try to pass the problem and tell me contact Companion Caters; like I mentioned earlier, this is difficult since they close at 4pm. Rakuten finally says they will contact the vendor and get back to me within 1 business day. I did not hear from Rakuten the following day so I call again. They said since Companion Caters did not respond, I haven't gotten a response. Once again "please allow us 1 business day, and this time we'll mark it urgent". Once again, no follow up so I call back. And again, I am asked to wait 1 business day for a response from a 'specialist'. What is it they say about the definition of stupidity? Doing the same thing over and over and expecting different results? At one point I was offered a refund for the item, but since I used the $10 coupon off $30, I would end up getting less of a refund than I paid because the coupon would no longer be valid. I just want my filter. 1. Why did Rakuten initially try to pass the problem onto Companion Caters? I didn't order off Companion Caters' website. 2. Why did no one ever contact me to let me know that Companion Caters is unresponsive, yet something is still being done to address the problem? I am more disappointed in the fact that Rakuten is so unresponsive, than that I don't have my filter.

    Desired Settlement: I wish to have a refund on the item, and still have the filter delivered to me as promised.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm we attempted to collaborate with Companion Caterers on your behalf. As no response was received, we submitted a full refund for the "Sf1 Submersible Flat Box Filter - 26592". We regrettably cannot fulfill the item at this point. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    8/18/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a childs 4 wheeler from this company. The 4 wheeler i ordered was a 36volt which was what was listed on their website. When i received the product, the product was a 24volt. I have called, emailed and complained to this company and ask that they get this item that was not what i ordered, and give me a full refund. The company is willing to refund my money but they are expecting me to pay shipping on a product that i didnt order. I ordered a 36volt not a 24. The company acknowleged that they gave me the wrong item but insisted that i pay shipping. I have waited over a week for them to get this straightened out, but the company customer service tells me they are working on it. I need this fixed before it is too late to return item. This company has been so dishonest with me and i need help.

    Desired Settlement: I just need refund for the item they shipped to me. Plus, i need them to ship this item back to themselves since it was not what i ordered.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that Rakuten has contacted you on 8/6/14, and provided you with the details and directions for your item to be picked up by the courier. Please follow the directions we provided on this date, to help ensure a successful return to the marketplace seller, EWheels, for a refund. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. I did receive an email regarding return direction for the item.  The courier came and picked up the item 8/8/14 at about 2pm. We are still waiting on a refund for this item as of 8/17/14.

    Regards,

    ****** ****

    8/12/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: A 16gb memory kit was purchased by me from this company. It was advertised as 8gbx2 16gb memory kit for $95.xx. When I actually received the product, it was some 8gb (2x4gb) memory kit. I have contacted the company and they are refusing to ship me the actual product that I ordered. I have transcripts of all conversations written down, as well as pictures of all advertised prices and item descriptions.

    Desired Settlement: I would just like the actual item that I ordered.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that we regrettably cannot fulfill the original ordered item, as a listing error was confirmed. This is per Section 9 of our Terms of Use, available at the below page: 
     
    http://www.rakuten.com/loc/legal/79084.html
     
    We have issued a prepaid shipping label with UPS tracking number******************, and the item has been picked up from you. The item is currently in return transit, and once it is received by us, please allow up to 5 to 7 business days for returns processing. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    To the BBB:  I feel as if this was some scam to collect my information so that they may do whatever shady act they do behind closed doors.  After researching, to protect myself in regards to this entire situation, this company has numerous complaints of people's credit card information being stolen and abused, among far too numerous other complaints.  Consumers should be protected from companies like this, not cowering in fear hoping to save a couple bucks only to find out that their information may be "misplaced," "hacked," etc...  Maybe they should govern their item pricing/listings a little better and find out how all of these poor people's information gets stolen after using their site.  In order for me to be happy, I would just like the item I ordered shipped to me for the price that I paid.  Not randomly receiving some other item that doesn't match the listing, then having to go out of my way to make sure they get it back.

    To Rakuten:  Those terms are for an item that has not yet shipped, so that your company can protect itself from the idiots you have setting prices.  The item shipped to me no where near what was stated in the listing, and you charged my credit card for shipping and item price.  You have numerous fraudulent item listings across your site, which makes it hard to tell if they are for mining CC and private info from consumers, or if you have a water bird toy pressing ctrl-c ctrl-v all day.  After dealing with your company for the first time since the name change, I can see why the new name is in the shitter as well.  This complaint was more about the disregard for consumers that your company has, the deceptive advertising of prices and product listings, and I am sure I could name a ton of other things like the complete lack of protection for your customer's private information.  For me, this issue has not been resolved at all and I feel as if I was duped by this company for them to get my information, which I now have to constantly check to make sure it wasn't sold or "stolen" from their databases.

    Regards,

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



    Business Response:

    Hello, 
     
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
     
    I have reviewed this matter, and confirm that the incorrect item you received has been returned, and a refund of $96.40 was submitted on 7/29/14. We regrettably cannot ship the incorrectly listed item. I apologize for this inconvenience. 
     
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
     
    Sincerely, 
     
    Rakuten Customer Support 

    8/12/2014 Billing/Collection Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: To whom it may concern,I bought a Lenovo ThinkPad Twist ***** ******* computer from rakuten.com on March 19, 2014. The order number is ********. As it advertised, they should offer me 10,000 points as rewards. However, after I received the item, they didn't provide me the promised 10,000 reward points. I emailed rakuten.com, but they still did not provide me the points. As they mentioned in the email, they suspect that I am a reseller, which I am not. I just bought one computer, why do they think I am a reseller!? The 10,000 points worth 100 dollars, which is not a small amount. And rakuten.com always use rewards as their sale method. So I don't think they can be considered as a honest seller if they cannot honor what they had promised. I think I have been cheated! Thank you

    Desired Settlement: I want to get the points, which I should get.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********* 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm the total accrued Rakuten Super Points for this order was adjusted from 10000 to 700. Per review, I do confirm this was per the terms and conditions of the Rakuten Super Points program, which states the following: 
     
    "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation."
     
    For more information regarind the Super Points program, please refer to the page below, under the section labelled "TERMS AND CONDITIONS OF THE RAKUTEN SUPER POINTS™ PROGRAM". I am sorry, as at this time we cannot offer an exception to reinstate the points.  
     
    http://www.rakuten.com/ct/Rakutensuperpoint/default.aspx 
     
    If it is determined that you would prefer to return the item, please contact the marketplace seller for your order, Adorama Camera. The return would be subject to the seller's posted returns policy, and we would not be able to mandate exceptions for prepaid shipping, or restock fee waivers. You may contact Adorama Camera using the following information: 
     
    ****** * ************* *******************
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    To whom it may concern, Recently, I purchased two items on Rakuten.com. The order numbers are ******** and ********. When I bought these items, they were hosting a sale(using coupon code 'rewardme') which should provide me 15% superpoints up to 10000 points. The superpoints are the usual reward method on Rakuten.com to attract customers. So I just bought two items and should gain 10000 points from them. Firstly, the superpoints occurred on my account. However, last Thursday, when I check my account, I found the superpoints were changed to 1% instead of 15%. I contacted rakuten. I contacted them and they claimed that I bought 7 items during the promotion, which I did not. They cannot provide any proof that I exceed the limitation or did something wrong. I think as a honest seller, they should not void their ads easily. This is not a responsible way to treat customers.
     
    I want to get back my superpoints.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order numbers ******** and ********. I am sorry that your promotional Rakuten Super Points have been revoked on these orders. 
     
    I have reviewed this matter, and confirm your promotional Rakuten Super Points accrued for these orders were revoked. This was per the fact that the promotional limit of 10,000 points per promotion was already reached. In addition, per our Rakuten Super Points terms of use, "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation." You may view the terms of use at the below page, under the section labelled "TERMS AND CONDITIONS OF THE RAKUTEN SUPER POINTS™ PROGRAM". 
     
    http://www.rakuten.com/ct/Rakutensuperpoint/default.aspx
     
    I am sorry, as we cannot reinstate these points at this time. If you have any further questions, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    8/12/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: On November 28, 2013 I purchased 2 TP-Link Wireless range extenders from Buy.com (now known as Rakuten.com). The wireless range extenders were purchased for a price of $66.24. While they functioned properly at first, in late June 2014, they stopped working. I contacted Rakuten.com customer support on July 3, 2014 and was told that I was outside of the refund date, but that they would help me by providing me with the contact information for TP-Link in obtaining technical support and possibly a refund, as it is still under the 1 year warranty. Using the information I was provided by Rakuten.com, I was able to receive some form of "technical support" from TP-Link via a form generated email with information on updating the firmware. This led to another set of problems (for which another BBB complaint was filed against TP-Link). The technical support number was a recording indicating that the person couldn't hear me that was played over and over in a loop. I then called the sales line at that point, I was dispatched to a person who thought I was technical support and asking me for help. I have attempted to reach out to Rakuten.com, having called them a minimum of 5 times, and have been told that my issue (reference number *********** has been "escalated." I was told initially that due to the lack of manufacturer response, that I would be getting a refund in the full amount of $66.24. However, I have yet to receive that money. Additionally, when I called an additional 3 times to follow up, I was told that I had to wait for a call back from the "specialist" and that I would receive a call within 1 day. Each time, no call was received. I again called today and was on the phone for 30 minutes, par for the course, 15 of it which was spent waiting for a "supervisor." Again, I was told that the "specialist" had to follow up and that I would receive a call back.

    Desired Settlement: Refund in the amount of $66.24 as was promised by the customer service rep.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding BestBuy order number *****-************. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm that we have contacted you via email on 7/22/2014, with an update regarding your inquiries. The text of this email is included below. We regrettably cannot accept a return or issue a refund at this time, per our 45 day return policy and the original purchase date of 11/28/2013. I apologize for this inconvenience. 
     
    -----Start Email-----
    Hello ******,
     
    Thanks for contacting Rakuten.com regarding order number *****-************. This was for 2 quantity of the "TP-LINK TL-WA850RE IEEE 802.11n 300 Mbps Wireless Range Extender". 
     
    I am sorry that your item is no longer working, and that you had experienced difficulty in claiming warranty support from TP-LINK. While we do honor requests for refunds and replacements, return requests must be initiated within 45 days of the ship date to be eligible for a return according to our policy.  Because the time frame to return your item has expired, I will be unable to arrange one for you.
     
    Product failures outside of 45 days are the responsibility of the manufacturer. To see if the manufacturer can service your item under their warranty terms, please see how to file a warranty claim using the information provided on their Web site below. If your item is not covered by their warranty policies or practices, we regrettably cannot offer alternatives. 
     
    http://www.tp-link.com/en/Support/
     
    Please let us know if there is anything else we can do to assist you, and thank you for shopping at Rakuten.com.
     
    Sincerely,
    ****** | Customer Support
    Rakuten.com Shopping
    -----End Email-----
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    While the repsonse seemed to be more than a form generated email, the response fails to recognize that the products that the place on their website, along with the vendors they choose to do business with, do not have adequate or responsive customer service at all.  Yes, the items do fall out of the 45 day return policy, however, it is still within the warranty.  While I understand that at this point this may be a manufacturer issue, the information they provided me (the email address, the phone numbers, and website) are not always valid. The manufacturer does not have a proper system in place for which to handle such requests, and almost 1/2 of my attempts at communicating with the manufacturer have been unsuccessful (i.e. no valid working number, no valid working website, no response to emails, no phone support etc.)  At this point, Rakuten should stand behind the vendors that they still choose to do business with, and/or offer me a refund.

    Regards,

    ****** ****



    Business Response:

    Hello, 
     
    Thank you for your reply regarding BestBuy Marketplace order number BBY01-************. I am sorry that our previous contact did not provide an acceptable resolution. 
     
    I have reviewed this matter, and we regrettably still cannot issue a refund or accept a return due to the purchase date of 11/28/2013. Per the below page, available through the BestBuy marketplace, returns are only accepted for 45 days: 
     
    http://www.****************************************************************************************
     
    In order to follow up on warranty support, please contact TP-LINK using the below page. I am sorry, as Rakuten is not able to offer exceptions or alternatives to the policies and practices of manufacturers. 
     
    http://www.tp-link.com/en/
     
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
     
    Sincerely, 
     
    Rakuten Customer Support 

    8/11/2014 Billing/Collection Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I called the company explaining I've been credit fraud-ed and that the order placed with them was illegal. I proved who i was and asked what type of credit card was used so i could pursue this with my credit company. they refuse to tell me whether it is a master, visa, or amex so i can't resolve this issue and get my money back. They stated it's against their policy to give me my own information.

    Desired Settlement: I want my money back, and this company should be penalized for enabling fraudsters.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding the issues you have experienced. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I was regrettably not able to locate the affected purchase using the provided information, and also am not able to provide the details you have requested via this channel. In cases where an order has been placed fraudulently, please contact us directly via phone at 877-880-1030 extension ****. We will be glad to assist you accordingly once contact is received.   
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    8/8/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: Purchased Sauna at Rakuten.com on July 2nd. Filled out cancellation form on the 3rd, they sent auto reply with contact number ***** and said they would contact me within 48 hours, never contacted me. Then on July 9th they charged my CC for $1,149.10 after I had cancelled the order on July 3rd. On their website there is no way to talk to a human at all. I talked to them today and they are sending me Contact number ***** via email to confirm I did in fact cancel the order on July 3rd 6 days before they shipped the product that I cancelled. I have canceled my CC and disputed the charges with Vystar Credit Union.

    Desired Settlement: Refund $1,149.10

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    Rakuten regrettably cannot guarantee that cancellation requests are successful. In cases where the item cannot be cancelled and a refund is requested, the item must be returned, and the return may be subject to restocking fees and deductions. 
     
    Your item was shipped by the marketplace seller "*** **********" via Custom Company Freight, with tracking number ********. I have contacted the marketplace seller and confirmed they will be re-routing the item, and it should not be delivered to you. 
     
    Once the item is picked up from the courier's terminal, the seller will be notified and should submit your refund minus a 20% restocking fee. Freight charges may also need to be deducted, however this is not yet confirmed or known. The refund should submit within the next few business days, however if this does not occur, please let us know and we will be glad to help. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [After 4 times I filled out your cancellation form you never tried to call, email or anything. I take it that when you fill out a cancellation request on your website that you disregard it and act like it never happened. I ordered the product on the 2nd of July, cancelled on the 3rd, then you charge my CC on the 9th of July. *** ********** agreed to refund my money but I should have never been charged in the first place and had to cancell my CC because of your company. Also not providing a phone number on your web site is a easy out for you. I do not recommend anyone do business with Rakuten.com.]

    Regards,

    ******* ***

    Business Response:

    Hello, 
     
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
     
    I have reviewed this matter and confirm that a refund was submitted on 7/30/14. This was for $776.18, per the fact that a 20% restocking fee has been deducted, as well as the shipping charges to and from the buyer's address. These were deducted according to the fact that delivery was not accepted by the customer, and the fact that cancellation requests can not be guaranteed successful. I apologize for this inconvenience. 
     
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
     
    Sincerely, 
     
    Rakuten Customer Support 

    8/6/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered items ********* for**** Sofa Bed Sleeper, My order # ********, They never got back to me that they had made a mistake or was out or anything. Instead they got a company called Ebags to ship the item (which I was told that Ebags was the seller on this) Instead they send me four "drink cup holders" After calling them and telling them they had sent me the wrong items then this process began. I have emailed both of them 9 different times. Rakuten won't even explain to me what's going on. Then they gave me a $9.99 refund without saying what it was for but if it was for the whole order it was for 4 plus shipping. The **** sofa bed was advertised for 98% off so I thought it was a good deal so I ordered 4 for each of the grandkids. (They are the ones who did the advertising, not me) UPC************ So, this morning I called ebags and let them know what Rakuten.com had done about a refund of $9.99. Rakuten.com does not have a telephone # where you can call them or I certainly would have even though I have asked them to call me numerous times. I just don't want this to happen to anyone else. I just wanted what I ordered, that's all. I have the Rakuten.com order page that I printed out but when you check on it now it says that it's not available. There are 2 merchants involved but Rakuten is the one that refused to get back to me. I hate all this has happened but I have put many, many hours into this without getting an answer and I have been the one to initiate everything in trying to get my order complete. I ordered July 5,2014 Thank you for listening and being there so I could have a sounding board.

    Desired Settlement: I would like to see Rakuten.com give me a replacement of the **** Sofa Bed sleeper or similar sofa bed sleeper and deliver them to my home without any more cost to me. The details I have are: Features: Decorative pillows included.....Material: Polyester; wood...Mattress dimensions:72" long x 60 inches...Set includes: Full size sleeper,quilted innerspring mattress...Upholstery color: Black...Upholstery material: 100% polyester (chenille) fabric. *************** More info can be obtained from a purchase order. If they did not want to sell the sofa for $9.99 they should not have tried to sell it for 98% off of list price of $700..... then I would not have ordered it. Thank you

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and we will regrettably not be able to fulfill the original item. I now confirm that you have been fully refunded for the incorrect items, as of 7/16/14. This should process within 1 to 2 business days of that date, and reflect on your original method of payment. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    8/4/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: 1) I purchased a vacuum through Rakuten.com in April 2013 2) The vacuum began having issues this year 3) I contacted the seller of the vacuum 4) The seller advised me to return the vacuum to them 5) The seller received the vacuum back and contacted Rakuten about issuing a refund 6) Rakuten claims they processed the refund through my payment source (**** V.me - similar to PayPal) 7) A manager at **** V.me tells me that they do not actually "handle" the monetary transactions they are just a go-between 8) I check with the bank who issued the credit card that the original purchase was made with and they confirm they have not seen the credit 9) Rakuten.com claims they tried to submit the credit on July 1 but that it was declined 10) Rakuten.com claims they decided to mail me a refund check 11) The length of time that it should take before I receive the check has varied depending on who I talk to ... 5 to 7 business days ... no more than 10 business days 12) I have not received the refund check and my e-mails to them are now going unanswered The refund is for $160+. I do not have the vacuum anymore.

    Desired Settlement: I want a refund of my $161.81. Period.

    Business Response:

    Hello, 

    Thank you for contacting Rakuten regarding order number ********. 

    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 

    I have reviewed this matter and do confirm that we experienced an issue in submitting the refund to your original method of payment, and the refund must be submitted as a mailed check. Your mailed check is to have been sent on or before 7/30/14. Please allow approximately 7 to 10 business days from that date for receipt of your check via US Mail. 

    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 

    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me AS LONG AS THE REFUND CHECK DOES NOT BOUNCE.

    I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

    8/1/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I have had two, less than desirable experiences with Rakuten.com over the last 12 months. On 7/9/14, I ordered a bottle of tanning lotion for $12.09. When I went to complete the order I noticed that the address on file was from a home I had not lived in for almost 6 years. Even more puzzling, I have since ordered things from Rakuten from new addresses, and these old locations didn’t even appear. I tried to change the address, but apparently was not successful, because this item never arrived. I noticed during checkout that Google offered a 100% backing guarantee of Rakuten, which made me feel a little more confident giving them my money. However, out of the two emails I received that verified my latest order, not ONE of the links provided to rectify any transaction problems encountered has worked. They say the “page cannot be found”. I even went to Rakuten's customer service section, where I filled out a form, enclosed my order number, etc. but have since not heard back from anyone. It is as if the transaction never happened. Although Rakuten had no problems debiting my account. This immediately made me recall a similar experience I had with Rakuten about a year prior. On 8/30/13 I bought a textbook for $112.08, which ended up being incorrectly advertised. When I went to return the book and get the correct one, I was directed to send the book back to the third party vendor. I did exactly as this email directed, and even paid for shipping. Unfortunately I didn’t save any of these emails, as I had never had a problem with a merchant being dishonest, especially when I assumed they kept all of these records on their end. I have still never received a reimbursement for this textbook. It seems that Rakuten is unaccountable in their business dealings, even with a seemingly pointless “100% backing by Google”. I have pursued all of the various customer service routes that they’ve provided, to no end. In both of these cases, my business, and my money has been disregarded.

    Desired Settlement: I would like Rakuten.com to issue me a check in the amount of $112.08, for the textbook that was returned, which I was never reimbursed for, and I would like a replacement bottle of Sol Guard 8.6 Oz. by Caribbean Solution sent to my correct, and current address.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have issued a refund of $12.09, for the "Sol Guard 8 6 Oz by Caribbean Solutions", as the item was reportedly sent to an incorrect address. Please allow 1 to 2 business days for this to process. 
     
    Per review of your order history, I have located order ********, for "Organic Chemistry", placed on 8/24/2013. If this is not the order to which you have referred in your BBB Complaint, please let us know. 
     
    I confirm we reached out to the marketplace seller for the order, "****************", to request a refund for your returned item. We had emailed you on 9/27/13 for the return tracking number, as the seller requested this to proceed. We did not receive the requested information from you, and we were not able to move forward on the matter for this reason.  
     
    Per the age of the order, we cannot mandate that the seller provide a resolution at this point. The matter can be reviewed if tracking is provided, but a refund would not guaranteed. If you would prefer to follow up with "****************" directly, please use the following contact information: 
     
    Email: *****@**************.com
    Phone: ###-###-####
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    7/19/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: My company order a pool pump at 3:47 am Monday 6/30 morning from Brands on Sale through Rakuten. I called at 10:30 am to cancel the order. They informed me that they I should contact the seller, which I did. The seller had no information about the sale until Wednesday 7/2 and proceeded with the order and shipped it. I was told by Rakuten ******* and ****** at two different times and they said that they contacted the seller and was waiting on a reply. I had been talking to the seller (Brands on Sale) and the manager ***** said they had no orders showing up including mine. Rakuten totally fabricated about contacting the seller. Even if I wanted to keep the item I wouldn't have got it till Monday 7/7 when I paid an extra $80.00 for 2 day shipping. Now I will have something that I don't need because I'm afraid to send it back and not have my money refunded.

    Desired Settlement: I want to have someone reprimanded for there negligence and my total amount refunded back to my card.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm a refund was submitted on 7/8/2014 for $259.03. This was per the fact that we had attempted to collaborate with the marketplace seller, but were not successful in gaining a response. At this point, if the correct item was received, no further action is necessary and the item does not have to be returned. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    7/15/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I purchased a SanDisk 64GB memory card for my cellphone on 4/24/2014 and received the item a week later. I had some problem with getting the phone to access the memory card and thought it was something I was doing. While on vacation, I read that the problem might be a design flaw with the memory card which made it not compatible with my phone; the suggested solutions was for me to contact the manufacture, SanDisk.When I contacted SanDisk, their representative asked me to send a picture of the card's serial number. Upon reviewing the image, SanDisk informed me that the card was counterfeit, provided me with documentation of such and asked me to contact the seller.I have contacted the seller numerous times,Ratuken.com, both by email and by phone and have been unhappy with their response. As this is a matter of fraud, I would like for Ratuken.com to allow me to return the card, and for Ratuken to source the replacement card from another one of their vendors. Ratuken.com has offered to refund the purchase price of the card. As I lost pictures from my vacation from using the counterfeit card, as I used discount points to purchase the item and as a replacement can not be purchased for the price which I paid, their offer is not acceptable. I appreciate your help in this matter.Sincerely,***** *******

    Desired Settlement: I would like the counterfeit card replace with an authentic SanDisk 64GB memory card. In this case, a refund is not acceptable.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that a full refund of $35.99 was submitted on 6/24/14, and should process within 1 to 2 business days of that date. In addition, replacement order number ******** was created on the same day, and shipped via US Postal Service tracking number ********************** on 6/26/14. If you have any questions regarding the replacement order, please contact the marketplace seller CELLMEM via the following information: 
     
    Phone: 1(510)931-7993
    Email: sales@cellmem.com
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that what the vendor has proposed in not in fact the action that they have taken.  As such, their current efforts do not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    While Ratuken.com claims to have made a refund on my account in the amount of $35.99, what has in fact been processed is $25.99.  In order to resolve this matter, I need another $10.00 returned to my account.

    Here is what was suppose to happen based upon my discussions on 6/24 with Ratuken.com.

    A refund was to be issued for the item ordered on 4/25.
    A new order was to be placed, order #******** on 6/24 or the same item from a different vendor, CellMem at the same price refunded.

    Instead what has happened is that I have been refunded $25.99 for order in dispute,#******** and been charged 35.99 for replacement order#********.  It is my expectation that I should be able to received the authentic, non counterfeit part, at the price originally quoted by Ratuken.com and I should not have to pay an addition $10.00 to finally received the authentic, non-counterfeit part.  In addition, I have a email from Ratuken.com stating that the refund process was to be $35.99 and I don't understand why the amount to my card is different.  Attached is the text of the refund email I received from Ratuken.  I have copied the text into MS Word in order to forward it to you.  The text of Ratuken email has also been copied below the signature of this email.   Please let me know if you have further questions and thank you for your help.

     
    Regards,

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

    Rakuten.com Order #******** - Refund Issued

    Tuesday, June 24, 2014 3:22 PM

    From: 
    "Rakuten.com Shopping" <noreply@mail.rakuten.com>
    To: 
    a*******@sbcglobal.net
    Hello *****,

    Thank you for shopping at Rakuten.com!

    A refund for your order number ******** has been submitted in the amount of $35.99.  Your refund should show on your method of payment within 1 to 2 business days.

    Rakuten.com realizes you have many choices for online shopping, and we thank you for your business.  Please feel free to contact us with any additional questions or concerns, and we will be glad to help.

    Sincerely,

    Rakuten.com Shopping Customer Support
    www.Rakuten.com

    Please do not reply to this message. It was sent from a notification-only address that cannot accept incoming email. Instead, please contact us via our webform at http://support.rakuten.com

    Business Response: Hello, 

     
    Thank you for following up regarding Rakuten order number ********. 
     
    I am sorry for the confusion regarding our previous contact. I have reviewed this matter and now confirm that your original order was placed for a total of $35.99, however it was placed as part of a promotion which awarded the customer $10 in Rakuten Super Points, which were applied to your order. For this reason, your method of payment was originally billed $25.99. You were refunded $25.99 on 6/24/14 which was submitted to your method of payment, and the $10 in Rakuten Super Points were returned to your account. 
     
    You have contacted Rakuten customer support on 6/27/14, and as you had preferred a full refund to your method of payment, a $10 refund was submitted on replacement order ******** and the $10 worth of Points were revoked. This should process in 1 to 2 business days and reflect on your original method of payment. 
     
    If you have any further questions, please contact Rakuten and we will be glad to help. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support 

    Consumer Response:

    In regards to complaint ID, #********. I have received the correct refund and the authentic replacement part.  While Ratuken's response has been satisfactory to me, I still have yet to receive any  explanation or be made of  any action taken regarding the obvious fraud.  I'm sorry that Ratuken holds their business partners to such a low standard.


    Sincerely,

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

    7/15/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Buy.com (on eBay)advertised 2 samsung galaxy tablets 3 as New. When we received them, the tablets were refurbished. Buy.com offered $45 off or we could return them. We want to return them for a full refund, but customer service has not responded to our emails.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that a return merchandise authorization (RMA) with prepaid shipping label was submitted on this order. This was emailed to you on 6/18/2014, and I now confirm that the return shipping label is active via UPS tracking number 1Z719A0R0398379129. Once the items are delivered, please allow up to 5 to 7 business days for inspection and processing. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    Consumer Response:

    Better Business Bureau:

    In reference to complaint ID ********, buy.com has accepted the return of the tablets and refunded the full purchase price.  We consider this matter closed.

    Regards,

    ***** ***

    7/11/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Someone has stolen my bank account information and is purchasing items from Rakuten.com using my account information. It is the weekend so i am unable to contact my bank, and the numbers listen on the Rakuten.com website are all disconnected. This person has bought $173.10 worth of property so far, and there was a strange deposit into the account from a different state completely. I need help asap please.

    Desired Settlement: I just ask the account be terminated and the money be returned, we will cancel our bank number monday morning.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten.com. 
     
    I am very sorry for the issues you have encountered, and for the difficulty in contacting our customer support department. I will be glad to provide you with the contact details for addressing this matter. 
     
    If you have any questions regarding a charge on your account for an order you did not place, please feel free to contact us Monday through Thursday, 8:30 AM to 5PM PST, or Friday, 8:30 AM to 3PM PST, at 1.877.880.1030 and ask or enter extension ****. Please be prepared to provide a representative with the full credit card number that was charged.
     
    If you would like to discuss the issue with us further, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    7/11/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: On November 19th I purchased Beat Headphones from Rakuten. When first used the cushion ear piece would come off. In May the middle of the head band cracked. I returned them to Beats. On June 14th I was informed that they were a fake product. Beats also stated that have had this same problem with Rakuten in the past. Rakuten states that the Beats came from a third party manufacturer known as Pacific Cellular Distributor.

    Desired Settlement: I would like a refund from Rakuten so that I can purchase authentic Beats. I would like a guarantee that I will be given a refund when I return the product.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that on 6/17/14, a full refund of $149.99 was submitted. This should process within 1 to 2 business days of that date, and reflect on your method of payment. No further action is necessary. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     

    7/11/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Hi, I ordered two video games (Call Of Duty Black Ops 1 For Xbox 360). I ordered two games to allow myself and my little brother to play online when I return to college in August. At first, the suggested delivery date was scheduled for Thursday June 12th. However, one of the games came in on Monday June 9th. I wasn't worried right away. Instead, I just assumed that the other game would be coming in on Thursday. However, it is now Friday June 13th, and my second game hasn't came to me. I was charged the full amount on my receipt, and the receipt also states that the total quantity of video games was two. Each video game only costs $10. However, its the fact that I haven't got what I payed for. I sent an email to the company late Wednesday night, and I still haven't heard back from Rakuten.com. Thank you, ****** *******

    Desired Settlement: All I am asking for is either the second game, or my money back. I really hate to be a burden, but something has to be done here. Thank you, ****** *******

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and have now submitted a refund of $9.75 for the non-received item. This should process in 1 to 2 business days and reflect on your original method of payment. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    7/2/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a pyle-pro pmp50 professional piezo dynamic megaphone brand new from rakuten.com order# ******** on Jun.1 2014 at 7:39pm for 43.99 plus s&h 13.09. They say it ships from marketplace seller in 1-2 business days and standard shipping 3-10 business days. It is now Jun. 20 2014 and I have yet to receive my product. When I track my order it says its still processing. I would like this matter resolved please and thank you very much.

    Desired Settlement: I would like the product I ordered delivered or my money returned.

    Business Response:

    Hello,

     

    Thank you for contacting Rakuten regarding order number ********.

     

    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com.

     

    I have reviewed this matter, and confirm your order was cancelled on 6/24/14. In light of this, a full refund has been submitted, and should reflect on your method of payment within 1 to 2 business days.

     

    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much.

     

    Sincerely,

    Rakuten Customer Support

    7/2/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I bought Playstation 3D Display off of Buy.com about 2-3 weeks ago. (05-14-14)It was supposed (at the time it was advertise that way underneath the description) to come with HDMI cable, 3D glasses, and MotorStorm Apocalypse (game).They only shipped me the Playstation 3D display!It is missing the HDMI cable, 3D glasses, and MotorStorm Apocalypse (game).

    Desired Settlement: I want the the HDMI cable, 3D glasses, and MotorStorm Apocalypse (game).I spent about $120 extra for those items!

    Consumer Response: I just recieved an email from the seller.

     
    They (basicly) told me they where wrong, and " We have told Rakuten to list “DOES NOT INCLUDE” on there since it is their main listing and we can’t change it."

    They still refuse to give me my items.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm that you have previously made contact with Rakuten customer support. On 6/10/14, we had confirmed to you that there was a verified listing issue, and offered a $25 partial refund to keep the item as-is. If this was not acceptable, we also provided a prepaid shipping label to return the item for a full refund. We regrettably cannot offer alternatives or ship the remaining pieces at this time. I apologize we could not provide the requested resolution. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


    Regards,

    ****** *****


    $25 does not come anywhere near the cost of what it would cost of buying, shipping, taxes, and any time I lost.

    3D Glasses cost $69.99 brand new threw Sony/Playstation.

    Motorstorm Apocalypse game cost $59.99 brand new threw Sony/Playstation.

    6.5 feet 1.4 (3D ready) HDMI cable cost $29.99 brand new threw Playstation.

    Those would cost me at least $159.97. That does not include any taxes, shipping, and lost time!

    And

    Buy.com/Rukuten does sell them, and have them in stock.

    Business Response:

    Hello, 
     
    Thank you for following up regarding Rakuten order number ********. 
     
    I am sorry that the offered $25 partial refund was not acceptable. I confirm that on 6/10/14, we had emailed you with the offer for a $25 partial refund, and if this option was not acceptable, we also provided a prepaid shipping label to return the item for a refund. We regrettably cannot fulfill the listed items. 
     
    I apologize that we could not provide the requested missing parts. If you have any further questions, please contact Rakuten and we will be glad to help. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  


    Regards,

    ****** *****

    6/28/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: http://www.rakuten.com/pr/product.aspx?sku=********* Rakuten is allowing counterfeit merchandise to be sold on their website after repeated attempts to inform them of this illegal action.I am one of 10 people along that I know have purchased this card and have provided proof to Rakuten that the card is a counterfeit.There are reviews on the site which state this as well though on top of the reviews showing here myself and 8 others have submitted very well written reviews only including facts no profanity or fiction they the reviews are not being published by rakuten which leads me to think they are covering up for this seller.If this should go through law enforcement rather than you please let me know who I should contact.

    Desired Settlement: I would like the fraudulent product to be removed from their website so others do not fall into the same trap that we have fallen.I also would like Rakuten to provide me with what I paid for a 64GB MicroSD Class 10 card though I do not see them caring enough to do so.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm that you have contacted Rakuten.com Shopping customer support previously. Rakuten reached out to the marketplace seller 101 Outlets on your behalf, and the seller has submitted a full refund on 4/29/14 for $15.92, with the update provided below. The refund should process in 1 to 2 business days, and Rakuten has also issued a $5 gift certificate as an apology for the inconvenience. 
     
    “Hello, Full refund has been issued. Sometimes some devices might not recognize it as being incompatible or due to malfunction”
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [My issue was not in regards to a refund it was in regards to proven counterfeit products being sold on their website. I have tests to prove this to be true, it is not a "comparability" issue they are scamming their customers and no one cares. Should I take this info a different route? Honestly what 101 is doing is criminal and rakuten is allowing it to happen.]

    Regards,

    **** *******

    Business Response: Hello, 

     
    Thank you for your reply regarding Rakuten order number ********. 
     
    I am sorry that our previous contact did not contain an acceptable resolution. I have reviewed the product listing, and do confirm that the manufacturer for this item is listed as "OEM Generic". This may be viewed at the page below. 
     
    http://www.rakuten.com/retail/product.asp?sku=*********
     
    However, I understand that there was an issue in regards to the item's capacity, and the listing's accuracy in relation to this. I have now submitted an internal request to our marketplace support team, so that we may follow up with the seller 101 Outlets to ensure this incident is isolated, and take corrective action if found necessary. I appreciate your bringing this issue to our attention. 
     
    If you have any further questions, please contact Rakuten and we will be glad to help. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support 
     
     

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    This message did not contain any further details.
    Regards,
    **** *******



    6/28/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I purchased a GPS system through Rakuten's Ebay outlet for $59.99. I waited over 7 days for my product when I finally called them. They said it would be dispatched within 48 hours. Then suddenly they decided to cancel my order under the premise that they are out of stock. This is a falsity, The website saids they are in stock with 24 hour dispatch for $76.99. So I gave them another call in the middle of the night and after a 30 minute wait they basically told me the same thing the website saids. I don't care that it's not in stock at that price, I expect it to be sent to my house at the same price I paid!

    Desired Settlement: I want my item. They attempted to settle this by giving me a $5 dollar credit and that just ain't going to cut it. You sold it at an extraordinarily low price and if you still have it in stock, I expect my item to be sent at that price!

    Business Response:

    Hello,

     

    Thank you for contacting Rakuten regarding order number ********.

     

    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com.

     

    I have reviewed this matter, and we will regrettably not be able to offer the ordered item at the original price. Rakuten updates its site and prices constantly. Prices are raised or lowered depending on a combination of factors including, but not limited to, product availability, customer demand and competitor pricing. One or more of these factors can change at any time, causing the price to also change. Per this update, we are not able to offer a price match at this time.

     

    I am sorry that we could not offer the requested resolution. If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much.

     

    Sincerely,
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I understand that prices change over time. I just bought round trip plane tickets to South Korea for my term abroad in the Fall for $1276 about two weeks ago and today those same tickets went down by to $1139, roughly a $140 difference. However, After contacting them to see if the difference is possible to be sold, they basically told me suck it up, deal with it, there is nothing to do. So I lost $140 dollars... so what... that's life. I made the purchase and I'm not going to back out of it. Under Ebay terms, I entered into a binding contract by clicking buy it now. If you back out now then you are breaching the contract which thus breaches the contract between us. 

     
    On that note, I'm going to tell you the same thing Expedia told me. Suck it up, Deal with it, There is nothing to do. You are going to lose $17. Is that really worth bad feedback, a bad BBB comment, and a contract breach? I'm just asking you to think twice about this before I contact a lawyer over a breach of a contract. You have the item, their is no disputing that, you are just unwilling to release it at the price you said you would. Is it worth $17? I lost $140 just a few days ago and it isn't worth my time to breach my contract I made with them by purchasing the ticket. 

    Regards,

    *** ******* *** 

    Business Response: Hello, 

     
    Thank you for following up regarding Rakuten order number ********. 
     
    I am sorry that our previous contact did not contain an acceptable resolution. Regrettably, per our previous update, we are still not able to fulfill the order at the original listed price. As the order was originally not able to be fulfilled at the listed price, the order was cancelled and the transaction was refunded on 6/19/14. This should process within 1 to 2 business days of that date, and reflect on your original method of payment. 
     
    If you have any further questions, please contact Rakuten and we will be happy to help. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support 

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I reject the offer, but I'm not here to play games, so I'm just done with Buy.com. 

    Regards,

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

    6/26/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: On Mar 19, I placed an order of laptop of $699 at Rakuten.com. It was advertised if I spend $699.99, I could get 10000 super points, which is equal to $100. However, Rakuten.com did not give me 10,000 points but 700 for no reason. If I returned the merchandise, they will charge me two-ways shipping fee for $26 in total. I think it is unfair for customers because of their cheat. That is the reason I want to complain.

    Desired Settlement: Either return me the points or return free of shipping fee.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********* 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm the total accrued Rakuten Super Points for this order was adjusted from 10000 to 700. This is per the terms and conditions of the Rakuten Super Points program, which states the following: 
     
    "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation."
     
    For more information regarind the Super Points program, please refer to the page below, under the section labelled "TERMS AND CONDITIONS OF THE RAKUTEN SUPER POINTS™ PROGRAM": 
     
    ******************************************************** 
     
    If you would prefer not to keep the item, please reach out to the marketplace seller for your order, Adorama Camera. They will be in the best position to assist you, and the return will be subject to their posted returns policy. We regrettably cannot mandate that they provide a prepaid shipping, or waive any potential restock fees. You may contact Adorama Camera using the following information: 
     
    Phone: * *************
    Email: *******************
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

     The seller refers the term of not applicable for reselling. I only purchased one item for self use. How could he define me as Reseller!

    Regards,

    **** **



    Business Response: Hello, 

     
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
     
    I have reviewed this matter and do confirm that the Rakuten Super Points on this order were revoked per our posted policies. This was per our review of the order following its placement. 
     
    I confirm that the policies regarding Rakuten Super Points were provided to you on 4/11/14, and that the contact information for the marketplace seller Adorama Camera was provided, if a return for refund was preferred. 
     
    I regrettably am not able to make an exception to reinstate the points at this time. I apologize for this inconvenience. If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
     
    Sincerely, 
     
    Rakuten Customer Support 

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID 10000426, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



    Regards,

    **** **


    Rakuten keeps emphasizing their policy. The thing is please provide your proof if you think I am a reseller. You can not revoke the points by just claiming your customer is a reseller without any evidence. As I said before, I have only purchased one laptop till now. How come I am a reseller! So I can put one into prison because I think he is guilty? That is ridiculous. 


    6/24/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a brand new Samgsung Galaxy Tab 2 and paid for 2nd day air as I needed it ASAP. When I received the package I received a refurbished one. I had asked for the item I ordered to be sent next day air and a prepaid shipping label to be issued for the wrong item I received. Neither have happened. I have made several calls to Rakuten.com customer service and keep getting the run around. I have disputed the charge with my credit card company until they can give me a straight answer.I place many orders online, and I have received the wrong item before. However, I have never experienced such poor customer service in my life! I will never order from them again.

    Desired Settlement: I want to receive the item I ordered sent via Next day air since I paid for 2 day shipping on the initial order.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and, per your recent contacts, have now emailed you a return merchandise authorization (RMA) and prepaid shipping label, to return the incorrect item for a refund. The below is a copy of the email we have sent you on 6/6/14. 
     
    -----Start Email-----
    Hello ******,

    This email is regarding your Rakuten.com Shopping order number ********.

    I am sorry the product received was not as described. The return merchandise authorization (RMA) number ******* has been issued for your item number *********, the "Samsung Galaxy Tab 2 SGH-I497 16 GB Tablet". Please use the following link to print the prepaid shipping label out for the return:

    https://secure.rakuten.com/AC/RMALabelUPS.aspx?trk=1Z719A0R0390945941&print=1

    All returns must include the original manufacturer's packaging (including the UPC code, all manuals, and accessories) along with the product or our warehouse staff will not be able to accept the return and it will be sent back to you.

    Once it has arrived at our warehouse, we will notify you of its receipt by email. It can then take up to 5 to 7 business days for an RMA to be processed and inspected. Once you have been notified via email that your refund has been submitted, please allow 1 to 2 business days for the refund to show on your method of payment.

    If you have any further questions, please contact Rakuten and we will be glad to help. Thank you very much.

    Sincerely,

    ******
    Rakuten Buy.com Customer Support
    -----End Email-----
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    6/24/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a video card for my computer from rakuten.com. They used some 3rd party to fulfill my order. The wrong part was shipped. I cannot use the part. This has caused me a 1 month delay. I want a full refund. They refuse to authorize a return of the item from me. They are saying they did not ship it.

    Desired Settlement: I want rakuten to pay me 124.95

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    Rakuten has contacted the marketplace seller for your order, Action Packaged Inc, on your behalf to request a return merchandise authorization (RMA) for refund. The seller has provided us with a prepaid shipping label to return the item, which we have forwarded to you via email on 6/6/14. Please print the label, and use it to return it to the marketplace seller. Please allow up to 5 to 7 business days for returns processing. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 

    Rakuten Customer Support

    Consumer Response:

    Better Business Bureau:

    I have received the return authorization and have returned the package.  I am awaiting the promised "full refund".  When I receive the promised "full refund", I will absorb the inconvenience and lost time.  At that point I will consider the complaint settled.

    Regards,

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

    6/23/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: Scam, Rakuten.com has failed to honor its promotion. On 3/19/14, I bought an laptop ($699.99) at Rakuten.com, order number is 73768419. For thi order, Rakuten.com provided 15% price drop in the way of Rakuten points. Which means I spend $699.99, I could get 10500 points (15% of 649.99), which is equal to $105 and can be used as money at Rakuten in the future.The order confirmation email also clearly indicated that the bonus points will be earned with the order. After the order went though, I did see the point pending in my Rakuten account, but without any notification and I do not know when either, the bonus points disappeared. I called and emailed Rakuten customer service several times, but they only responded to me that their system decided for accrue points. I ask them that it was there system to agree selling me item with promotion also,and they just take away the cashback point they promised, how to explain that.

    Unfortunately, they could not provide me any further explanation, and kept saying that their system determine them to do so , and actually, they could not give me convincible reason.Unlike other merchants, which provide promotion through direct price drop, Rakuten always provide promotion by earning bonus points and the bonus points can be used like money at Rakuten.com. Through this way, they attract customers, including me, and therefore, the bonus points are actually part of the order. But after several weeks pending period, they finally took away the points without any reasonable explanation, and it is no difference with scam. If the consumer not paying attention,Rakuten.com just swallow customer's money,in my opinion, it's a scam, steal. This is just such a bad shopping experience and wasting time to contact customer service. I also have another order is exactly same thing for order ******** that I made on March 17, 2014 , this order was $599.99 during 6% promotion, which means I should get 4200 points worthing $42, but I did not. By the way, I submitted a claim about this matter on 4/4/14,no one has return back with me even their automatic system saying : 'Thank you for contacting Rakuten.com Shopping! This is an automatic confirmation to inform you that we have received your email and will respond to you within 72 hours.' Till just now I call them to discuss about it.

    Desired Settlement: I requested full refund if the original purchase and point can not be accrued. Anyhow if I have my accrue points back, I will keep the items.I think all customers should pay more attention about this matter, not to let merchandise cheating.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order numbers ********* 
     
    I am very sorry for the inconvenience encountered with these orders. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm the total accrued Rakuten Super Points for order ******** was adjusted from 10000 to 700. This is per the terms and conditions of the Rakuten Super Points program, which states the following: 
     
    "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation."
     
    For more information regarding the Super Points program, please refer to the page below, under the section labelled "TERMS AND CONDITIONS OF THE RAKUTEN SUPER POINTS™ PROGRAM": 
     
    ******************************************************** 
     
    For order ********, we confirm that the maximum amount of points was already accrued for the same promotion. For that reason, your points were adjusted from 4200 to 600. 
     
    In the case of both orders, you have previously reached out to Rakuten support, and on 4/10/14 we sent you an email with the necessary return instructions, should you wish to return the items. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

    From rakuten's explanation, for the order numbers ******** :

    "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation."

     I do not see why the terms would deny the promotion points to me.   According their terms, if the order is cancelled, I should not be charged nor get the laptop, instead I was charged more for the laptop. This does not sound right for me.

    For order ********,the max points is 10,000, so I should be rewarded 1400 points instead of 600. You should known better than me.

    Overall, this business is just trying to play around with customer, cheating customer's money, such a SCAM.

     

    MESSAGE FROM BUSINESS:

    Hello. 
     
    Thank you for contacting Rakuten regarding order numbers ********* 
     
    I am very sorry for the inconvenience encountered with these orders. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm the total accrued Rakuten Super Points for order ******** was adjusted from 10000 to 700. This is per the terms and conditions of the Rakuten Super Points program, which states the following: 
     
    "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation."
     
    For more information regarding the Super Points program, please refer to the page below, under the section labelled "TERMS AND CONDITIONS OF THE RAKUTEN SUPER POINTS™ PROGRAM": 
     
    ******************************************************** 
     
    For order ********, we confirm that the maximum amount of points was already accrued for the same promotion. For that reason, your points were adjusted from 4200 to 600. 
     
    In the case of both orders, you have previously reached out to Rakuten support, and on 4/10/14 we sent you an email with the necessary return instructions, should you wish to return the items. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support
     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


    Regards,

    **** *****

    Business Response:

    Hello, 
     
    Thank you for your reply regarding Rakuten order numbers ******** and ********. I am sorry that our previous contact did not provide an acceptable resolution. 
     
    I have reviewed this matter and do confirm that the Rakuten Super Points on order ******** were revoked per our posted policies. This was per our review of the order following its placement. 
     
    I confirm that the policies regarding Rakuten Super Points were provided to you on 4/28/14. I regrettably am not able to make an exception to reinstate the points at this time. I apologize for this inconvenience. 
     
    For order ********, I have made a one-time exception to issue you a $10 Rakuten gift certificate, in light of the deducted points. This should be delivered to you via email within the business day. 
     
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
     
    Sincerely, 
     
    Rakuten Customer Support 

    Consumer Response:

    Like what I mentioned previously, for the order  ********* you still owe me 9300 super points which worth $93. Otherwise I deserve a full refund service on this bad experience. 
     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


    Regards,

    **** *****

    6/23/2014 Billing/Collection Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: On March 19, 2014, I placed an order of laptop at Rakuten.com for $699.99 (Order ID: ********). For the order, Rakuten.com provided 15% price drop in the way of Rakuten points. If I spend $699.99, I could 10000 points (15% of $699.99, capped at 10000 points), which is equal to $100.00 and can be used as money at Rakuten. Therefore, this order actually has two parts: one is laptop I purchased and the other is the 10000 points (equal to $100.00). The order confirmation email also clearly indicated that the bonus points will be earned with the order. After finished the order, I did see the point pending in my Rakuten account, but without any notification and I do not know when either, the bonus points disappeared. I called Rakuten customer service several times, but they only responded to me that I had reached the maximum of the points (i.e. 10000 points or $100). Because I only made this one order with one laptop with no more than 10000 points, I ask them to provide me explanation on which order earned bonus points or what other orders they thought were made by me. But unfortunately, they could not provide me any further explanation, and kept saying that I reached the maximum of the points or I ordered more than 7 items, and actually, they could not give me convincible reason.Unlike other merchants, which provide promotion through direct price drop, Rakuten always provide promotion by earning bonus points and the bonus points can be used like money at Rakuten.com. Through this way, they attract customers, including me, and therefore, the bonus points are actually part of the order. But after several weeks pending period, they finally took away the points without any reasonable explanation, and it is no difference with cheating. I felt Rakuten.com is very dishonest and cheating customers.

    Desired Settlement: issue me 10000 rakuten points as originally promised

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm the total accrued Rakuten Super Points for this order was adjusted from 10000 to 700. This is per the terms and conditions of the Rakuten Super Points program, which states the following: 
     
    "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation."
     
    For more information regarind the Super Points program, please refer to the page below, under the section labelled "TERMS AND CONDITIONS OF THE RAKUTEN SUPER POINTS™ PROGRAM": 
     
    http://www.rakuten.com/ct/Rakutensuperpoint/default.aspx 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    The business mentioned that  "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation". This is not true. I only ordered one of this computer for personal use, not for resale. And in the order confirmation page, it clearly showed 10,000 points. But it was forfeited without any notification. This is stealing money from buyer's pocket. It is totally not fair to customers.

    Regards,

    *** ****


    Business Response:

    Hello, 
     
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
     
    I have reviewed this matter and do confirm that the Rakuten Super Points on this order were revoked per our posted policies. This was per our review of the order following its placement. 
     
    I confirm that the policies regarding Rakuten Super Points were provided to you on 4/11/14, and I regrettably am not able to make an exception to reinstate the points at this time. I apologize for this inconvenience. 
     
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
     
    Sincerely, 
     
    Rakuten Customer Support 

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I am not satisfied with rakuten's reply. They are cheating buyers.

    Regards,

    *** ****


    6/18/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: The merchant offered and sold me four phones at one price and cancelled the order without explanation days later when they increased their prices I purchased four AT&T phones, model 1040 (sku 207897713) from Rakuten.com (order No ********) for the price of $47.22/each plus shipping on 4/4/14. My order was processed at 6:41am and I was sent a confirmation of the order at 9:44 am on the 14th. The total cost of my order was $188.88 with shipping and handling of $33.12 for a total $222.00. Three days later on 4/7/14 at 6:23PM I received an email notification that my order was cancelled and read: "Hello ****, We are very sorry to let you know that our Rakuten.com Shopping marketplace merchant, has cancelled an item your Rakuten.com Shopping order #********. Your payment method was not charged and any credit card authorizations will automatically drop off in a few business days. Details of the order cancellation are provided in the order information below. If Rakuten.com Super Points were used to complete your order, these points will be reversed back to your shopper account within the next few business days. Your satisfaction in our Marketplace is extremely important. Help us make our Marketplace a better place to shop by leaving a feedback rating for " Since then I have attempted to contact customer service two times who have each told me that there was no explanation available for why the order was cancelled. I have also attempted to place a review on their website repeatedly but each time I hit "submit" I get an "error, try again later" message. I believe this is related to the content of my review and the low scores I intended to submit. I have since noticed that the price of the item in question was almost double ($81.34 on 4/9/ at 1:43pm) the price I purchased them for. I contend that this merchant never had any intention of fulfilling my order and instead processed it with the intent of cancelling it so that days would pass and I would become desperate after realizing it would not be fulfilled and purchase it at the new higher price. It is my hope that the BBB can help prevent this merchant from doing this to other consumers in the future.

    Desired Settlement: My requested settlement is that they process my original order and send me the four phones at the agreed upon price. They clearly have them for sale and have not provided any reason for terminating the sale other than seller's regret.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that your order was cancelled on 4/7/2014. This was done as an action by the marketplace seller for your order, UnbeatableSale. We do not have further information regarding the reason, however I do confirm that UnbeatableSale is no longer listing the item, and that it is only available through other marketplace sellers. Per this information, your order may have been cancelled due to stock depletion. If you would like to confirm the specific reason for cancellation, please contact UnbeatableSale using the following information: 
     
    Phone: (888) 657-8436
    Email: service@unbeatablesale.com
     
    We regrettably cannot fulfill the order as it has been cancelled. I am sorry for this inconvenience. Per the cancellation, you will not be billed for this order, and the authorization placed on your method of payment should drop off according to its respective processing time. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: How can their response be reasonable to suggest that they cancelled an order “due to stock depletion” when they accepted the very same order days later – AFTER they already had cancelled my initial order – at the very same price?  Order No ********. 
     
    While they may not have control over what their vendors do (i.e. Unbeatablesale) the company I thought I was buying from was Rakuten.com and therefore I expect them to stand up for the goods they represent. If they have a problem with how their vendors act then that is up to them to police it should not be born by the consumer. 
     
    At this point I would be very satisfied to allow my complaint to remain indelibly against Rakuten.com on the record for public viewing with the BBB.org in lieu of compensation.  I think other consumers need to know that this kind of bait and switch tactic is in play and that intermediary companies such as Rakuten.com allow it to persist.
     
    ****
    *** ********

    I wish to rebut the seller’s response because they said they had “no further information” and that it wasn’t being sold anymore on their website but it was sold.  It was sold to me again days after they cancelled my order.  Therefore they are offering lower than actual sales prices for goods and are cancelling orders after consumers purchase them in the hopes that they will be in need enough to pay the “new” high [read: real] price.
     
    I do not accept their response.  It is not acceptable that just because they stopped selling that one product that they are not responsible for their past behavior.

    Business Response:

    Hello, 
     
    Thank you for your reply regarding Rakuten orders ******** and ********. 
     
    I apologize that our previous contact did not contain the requested resolution. I have further reviewed this matter and now confirm that both of these orders have been cancelled by the marketplace seller UnbeatableSale. You will not be billed for these orders, and the authorizations placed on your method of payment should drop off according to it's processing time. 
     
    We also now confirm that the cancellations were the consequence of a listing error. I am sorry for this inconvenience, as per this update, we cannot offer to match the price on the original orders. As an apology, I have issued a $15 Rakuten gift certificate, which should be delivered to you via email within this business day.
     
    If you have any further questions, please contact Rakuten and we will be glad to help. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support 

    6/13/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: Wayfair issued a refund for this item to Rakuten in the amount of 252.35 on May 2, 2014. Rakuten is saying they never received it, even though I forwarded them an email from Wayfair confirming the refund.

    Desired Settlement: refund $252.35 to me

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm your refund was submitted by marketplace seller Wayfair on 5/13/2014, for $252.14. We had encountered an issue in processing this refund, per the fact that a PayPal dispute or reversal may be open. We are currently working internally to have this issue resolved, so that the refund may be processed. Please allow approximately 1 business week for this to complete. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    They have still not credited my account

    Regards,

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

    Business Response: Hello, 

     
    Thank you for your reply regarding Rakuten order number ********. 
     
    I am sorry that your refund had not yet been submitted. I now confirm that a chargeback had been filed through PayPal, and that a full refund was claimed via this chargeback on 5/28/14. In order to confirm this, please follow up with PayPal directly, as they are currently in the best position to assist you. 
     
    If you have any further questions, please contact Rakuten and we will be glad to help. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support 

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

    6/11/2014 Billing/Collection Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: This retailer has fraudulently priced an item on their site (as well as multiple eBay listings) for a price they had no intention of offering. After receiving many orders for the product, they then raised the price from $285 to over $575, while never shipping the item to the people who purchased it at the lower price. When I called in to check the status, I was told the item was backordered with no expected arrival date, yet the product was still clearly "in-stock" on their website for over double the price. I have now been waiting 13 days for a refund which they still have not credited to my account. No item has been shipped to me, yet they continue to hold my money hostage and will not return it. I have never dealt with such a terrible retailer and will hope that the BBB can do something about this company's business practices.

    Desired Settlement: All I am asking for is a refund. They took my money, held it for nearly two weeks and have not refunded me yet. They advertised a price that was too low on multiple product pages and selling venues, then decided not to honor the price and claimed it was backordered. It is completely unreasonable that a refund was not given instantaneously.

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that you have previously contacted Rakuten.com customer support. On 5/30/14 we emailed you to inform you that we encountered a delay in processing your refund, due to the fact that there was an open dispute on the PayPal transaction. 
     
    In the email, we had also informed you that the matter was forwarded to our PayPal Account Manger for review, and the estimated time for the case with PayPal to be closed. Please refer to this email for more information and contact PayPal directly, as they are in the best position to assist you. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

    Better Business Bureau:

    Thank you very much for your assistance with this matter. The issue has been resolved by the business and it is great to see these types of complaints working to better the consumers' overall experience. 

    Very much appreciated, 

    -****** *****-

    6/4/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I am appealing this because, although the seller stated they have proof of shipment received, the shipment was sent to the wrong address. This can be verified by seeing that the default address on my account is listed at Manville, NJ; while the shipment was sent to Scotch Plains, NJ. I had sent an email to Rakuten informing them that the wrong address was listed on the invoice as soon as I received it. A full day after my email was sent, I received notification that my order as shipped to the wrong address anyway, so they had ample time to receive my email and look into the situation before sending out the item. Afterwards I contacted them again asking if they could redirect the shipments. They told me that I needed to then contact their affiliates who actually shipped the items. For 4 different items, I had to contact 4 different affiliates. 2 of them were actually able to help me get my item. The other 2 were very uncooperative. One of them, SF Planet, had the audacity to tell me I should drive over an hour to a stranger's house and ask them if they have my package. This was after spending hours communicating with them over the phone and email in the preceding weeks. I gave them plenty of time to contact the shipping company to have the order redirected but they refused to take action.

    Desired Settlement: The items I never received cost $3.79 and $54.99, with $6.98 for shipping, for a total of $65.76

    Business Response:

    Hello, 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm your referenced items were delivered to the older address. In light of this, Rakuten has submitted a refund of $58.78 for the combined value of the 2 items. A refund of $6.98 was not submitted, as this was the combined shipping charge of the other 2 items you purchased; no shipping was charged on the items you did not receive. Please allow approximately 1 business week for your refund to process.  
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

    6/2/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: super points not honored, cheating On March 19,2014, I placed an order of Lenovo ThinkPad Twist S230u 33476LU Ultrabook/Tablet at Rakuten.com (Order# ********). For this order, Rakuten.com offered 15% bonus super points. Basicly, if I spend $699.99, I could get 10000 points (15% of 69999, upto 10000 points), which is equal to $100 cash and can be used for future purchases at Rakuten.com. In this case, the total amount I spend on this item would be $599.99, this made me decide to purchase the product. After placing the order, I got the order confirmation, which clearly showed "You have earned 10000 Rakuten Super Points on this order." Also, 10000 pending points appeared in my Rakuten account. However, when I checked my account recently, the 10000 pending points became 700 instead (1% of $699.99) without any notice from the company. Unlike other merchants who provide discount through direct price drop, Rakuten always provide promotion by letting customer earn bonus points and redeem the points as cash at Rakuten.com. But after several weeks pending period, they took away the points without any reasonable explanation, and it is no difference as cheating. I contacted rakuten.com via email, but no response was received. I searched some reviews online and found other customers actually have the same experience. Thus I decide to file this complaint to seek help from bbb.org.

    Desired Settlement: a refund of $100 in replacement of the 10000 super points

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm the total accrued Rakuten Super Points for this order was adjusted from 10000 to 700. This is per the terms and conditions of the Rakuten Super Points program, which states the following: 
     
    "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation."
     
    For more information regarding the Super Points program, please refer to the page below, under the section labelled "TERMS AND CONDITIONS OF THE RAKUTEN SUPER POINTS™ PROGRAM": 
     
    http://www.rakuten.com/ct/Rakutensuperpoint/default.aspx 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Rakuten stated that, the total accrued Rakuten Super Points for this order was adjusted from 10000 to 700. This is per the terms and conditions of the Rakuten Super Points program, which states the following:  "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation."

    I have no idea how this excuse explains my case. I purchased three items from Rakuten in the past 6 months, all for personal use. Rakuten simply didn't want to honor what they offered to the customer, by giving ridiculous excuse as such. The worst part is, they didn't even inform the customer before doing this kind of adjustment behind the scene. This company is very dishonest, this is no difference as cheating. The super points program and bonus points promotion are what they use to lure customers. I am very disappoint at the response from Rakuten, and request for further explanation.
     
    Regards,

    ****** **

    Business Response:

    Hello, 
     
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
     
    I have reviewed this matter and do confirm that the Rakuten Super Points on this order were revoked per our posted policies. This was per our review of the order following its placement. 
     
    I confirm that the policies regarding Rakuten Super Points were provided to you on 4/28/14. I regrettably am not able to make an exception to reinstate the points at this time. I apologize for this inconvenience. 
     
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
     
    Sincerely, 
     
    Rakuten Customer Support 

    6/2/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: On Mar 19th, I place an online order on Rakuten.com, Order number ********. With the promotion that Rakuten.com will reward me back 10000 Rakuten Super Points for future purchase, 10000 Rakuten Super Points value $100. All these has been confirmed through my order confirmation. But when I was about to make other purchase the other day, the points has been adjusted to 700 points(equal to $7) without any notice. When contacted the customer service, the reply is Rakuten has the right to revoke points. I felt the practice by Rakuten.com is dishonest and is this some kind of consumer fraud?

    Desired Settlement: Rakuten will reward me back the 10000 Rakuten Super Points for future purchase as promised and stated in order confirmation.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm the total accrued Rakuten Super Points for this order was adjusted from 10000 to 700. This is per the terms and conditions of the Rakuten Super Points program, which states the following: 
     
    "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation."
     
    For more information regarding the Super Points program, please refer to the page below, under the section labelled "TERMS AND CONDITIONS OF THE RAKUTEN SUPER POINTS™ PROGRAM": 
     
    http://www.rakuten.com/ct/Rakutensuperpoint/default.aspx 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    If Rakuten can't promise the promotion as they advertised, they should not send out order confirmation confirming promotion.  Further more, I only bought this one and only laptop, and Rakuten think I am "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation." What is their standard? They can just use this excuse to void any promotion they don't want to fulfill. 

    Regards,

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


    Business Response:

    Hello, 
     
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
     
    I have reviewed this matter and do confirm that the Rakuten Super Points on this order were revoked per our posted policies. This was per our review of the order following its placement. 
     
    I confirm that the policies regarding Rakuten Super Points were provided to you on 4/18/14. I regrettably am not able to make an exception to reinstate the points at this time. I apologize for this inconvenience. 
     
    If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
     
    Sincerely, 
     
    Rakuten Customer Support 

    6/2/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I need a return shipping label for order ********. I bought a toner cartridge from buy.com (order ********). It doesn't even work. I need a return shipping label to return it.

    Desired Settlement: Send me a return shipping label, and credit my credit card.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm a chargeback or dispute has been opened with your method of payment for this transaction. In light of this, please follow up with your financial institution, as they are currently in the best position to assist you.
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    6/2/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I bought a massage chair from Rakuten.com in late December and today the same product was advertised for $100 less. I was still within the 30-day purchase period so I contacted Rakuten immediately. Despite choosing the 'Call Me Now' option I received a call from Rakuten a few hours later. In a coarse tone, the customer service representative told me to contact the vendor directly to get the $100 back and basically told me that it was not Rakutens problem. He made me feel like I was wasting his time and was rude. When I asked the rep if I should just return the product and repurchase it at the lower price, he told me that Rakuten is like an online mall and is not responsible for price adjustments. Here I got a bit defensive and reminded him that my credit card transactions clearly state that my money went to Rakuten.com and not the 3rd party vendor so he should take some responsibility. The guy did not seem to care at all. I have been a customer of Rakuten since 2006 when they were still called Buy.com and have given them thousands of dollars of my business. I have accumulated credits for the goods I have bought and have been a very loyal customer. I buy a lot of merchandise online, but this is the WORST customer service I have ever received. Todays interaction proved to me that Rakuten.com lacks accountability and customer loyalty. I truly regret buying from this company and will NOT be using them in the future. Grade of F from the BBB is well-deserved.

    Desired Settlement: I would like the $100 price adjustment and would like this company to train their representatives so they can deal with their customers with some courtesy and respect.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********* 
     
    I am very sorry for the inconvenience encountered with this order, and for the negative experience in obtaining support. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    Regrettably, at this time I am not able to approve the requested price protection. This is because the referenced price difference of $100 is the result of a promotional coupon. Promotional coupons must be claimed at the time of offering, and cannot be applied to orders after they are placed. I apologize for this inconvenience. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Business Response: Hello, 

     
    Thank you for your reply regarding Rakuten order number ********* 
     
    I apologize for the poor service you received, when you previously called our customer support team.  I have now forwarded this information to our internal quality assurance team, for review and corrective action if found necessary. Thank you for bringing this to our attention. 
     
    With regards to the request for a $100 price adjustment, I am still regrettably not able to approve this, per the information submitted previously. The referenced price is the result of a promotional coupon, which must be claimed at the time of offering. I apologize that we cannot submit this. 
     
    If you have any further questions, please contact Rakuten and we will be glad to assist you. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support 

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Again, I think the folks at Rakuten.com have missed the point.  My complaint was filed not only to discuss how I was cheated by the middleman business (Rakuten.com), but also to highlight the lack of customer service at Rakuten.com.  I feel that this issue still stands and my issue never actually resolved.


    Regards,

    ****** *****



    Consumer Response: Thank you for the recent message.  I appreciate the offer to pursue this issue further, but I am certain that this issue will not resolve.  I was unfortunate enough to do business with Rakuten.com.  I had been a loyal customer for many years (I started when they were still known as Buy.com).  In my opinion, Rakuten.com does not really value their customers.  They are only concerned about their profits and their customer svc representative didn't care much to address my concerns and issues when I contacted them in regards to my order a few months ago.  As a matter of fact, he told me that I can take my business elsewhere if I was unhappy with Rakuten.  I did just that and I no longer do business with Rakuten.com and neither do my family and friends.

     
    I have also contacted one of their vendors who informed me that some of the items sold thru Rakuten.com are not taxable items but Rakuten adds a sales 'tax' when they charge the customers' credit cards.  I am not sure if this practice is legitimate but Rakuten does engage in this practice.
     
    All said and done, I am much happier not doing business with them and would give them a failing grade.  Thank you.
     
    * ****** **

    6/2/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I made a purchase on 3/19/2014. Order number: ********Item: Lenovo ThinkPad Twist S230u 33476LU Ultrabook/Tablet - 12.5"Quantity: 1Total: $699.99 Rakuten.com was running a promotion that day, which gave me 10000 Rakuten Super Points on this order. The Rakuten Super Points can be used for other purchases at Rakuten.com. 10000 points is equivalent to $100 shopping rewards. After I receive the item, I noticed that Rakuten.com did not honor the promotion by adjusting my Rakuten Super Points to 700 on this order. There was no communication, no explanation. They simply took my points away.

    Desired Settlement: Rakuten.com took away 9300 Rakuten Super Points from my account. I want the points back.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********* 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm your promotional Rakuten Super Points accrued for this order were revoked. Per our Rakuten Super Points terms of use, "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation." You may view the terms of use at the below page, under the section labelled "TERMS AND CONDITIONS OF THE RAKUTEN SUPER POINTS™ PROGRAM". 
     
    http://www.rakuten.com/ct/Rakutensuperpoint/default.aspx
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Based on the response from Rakuten.com, "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation." 


    I carefully read the terms of use, I think Better Business Bureau should read it, too. There's no clear definition of "resellers, exporters, wholesalers". I'm curious what are the criteria Rakuten.com's using to determine whether a client is a "resellers, exporters, wholesalers".  If Rakuten.com wants to take my reward points away, they need to prove that I'm a "resellers, exporters, wholesalers" first, not just saying.  But the sad truth is that they run the business, they pick any client who earns points from them, label the client as a "resellers, exporters, wholesalers", and shamelessly take the points away. 

    I would like to post my personal experiences on BBB website and warn anyone who plans to do business with them. Please let me know how to proceed. 


    Regards,

    ****** *****

    Business Response: Hello, 

     
    Thank you for your reply regarding Rakuten order number 7*******. 
     
    I am sorry that our previous contact did not contain an acceptable resolution, and that we could not reinstate the requested Rakuten Super Points. 
     
    The 9300 points were revoked per a review of the order, following its placement. At this time, we do confirm that the points were revoked per the terms of our Super Points program, which were provided to you on 4/4/14. 
     
    I am sorry, as at this time we cannot provide a reinstatement of these points as requested. I apologize for this inconvenience. 
     
    If you have any further questions in regards to this matter, please contact Rakuten and we will be glad to help. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support 
     

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Rakuten Super Points terms of use do not provede clear definition for "resellers, exporters, wholesalers". Rakuten has not proven that I'm a "resellers exporters wholesaler".  


     
    I would like to post my personal experiences on BBB website and warn anyone who plans to do business with them. Please let me know how to proceed. 

    6/2/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Hello,I ordered a product of rakuten.com on 4/6/14 through a vendor on their web site. The order # was ********.I ordered a computer and monitor. The computer did not include the power adapter and was not the model I ordered. Also, the monitor did not have a stand, as shown in the product listing. Also, the listing indicated that the product would be ready to be sent after a day or so but was not sent for about a week.I have sent many messages/calls to both rakuten and the vendor on their web site with no reply.~Ali

    Desired Settlement: A complete refund for all these issues.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm that on 5/7/14, Rakuten has emailed you with a prepaid shipping label. This may be used to return the item to the marketplace seller for your order, Front Source Tech, for a refund. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    The main issue is that I have not received a refund yet.  Rakuten never responded to my initial emails regarding this issue and only started to respond after I called them.  Front Source has not responded in any meaningful way to any email or calls.  FrontSource is due to receive the returned package from UPS later today.  I should get a prompt and full refund.  Until I do the issue will not be closed.

    Regards,

    *** *******

    Business Response: Hello, 

     
    Thank you for your reply regarding Rakuten order ********. 
     
    I apologize that a refund had not yet been submitted. I now confirm that a refund of $129.99 was submitted on 5/15/14. This should process within 1 to 2 business days and reflect on your original method of payment. 
     
    If you have any further questions, please contact Rakuten and we will be glad to help. Thank you very much. 
     
    Sincerely,
    Rakuten Customer Support 

    Consumer Response:

     

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  This complaint has been resolved.

    Regards,

    *** *******

    5/29/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: A bathing suit was purchased which was found to be defective. The company is denying refund of the defective product. I recently purchased a 2 piece bikini (Retro Shaper Bikini, $84.15 + shipping) from a seller through the website Rakuten.com. The first time I wore the bathing suit (and got it wet), the dye on the clothing label sewn into the bathing suit "bled" and created a blue stain across both parts of the suit. This ruined the suit, making it unwearable. As this article of clothing is designed and sold to the consumer for the purpose of wearing it to "get wet" (and the tag is permanently sewn into the suit by the seller), this suit was proven to be defective. I contacted the seller directly and did not receive any reply. I contacted the customer service of Rakuten (the website through which this seller is peddling their products) and asked them to contact the seller on my behalf. The seller replied to Rakuten that they would not send a replacement suit or refund my money because the suit was "used". Rakuten has declined to assist me further. Considering the suit could only be identified as defective after getting it wet the first time, this excuse is unacceptable. This is not a request for a "size change" or "different color". This is a request to stand behind the defective product sold to a consumer on the website Rakuten.com by a seller they are endorsing and either replace the suit or refund the money collected by the seller they are endorsing for said defective suit.

    Desired Settlement: As I informed the seller, Bikinimo Swimwear, and the website through which they sell their product, Rakuten.com, I want a replacement for the defective suit. If a replacement is not available, a FULL refund will be accepted.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and will regrettably not be able to mandate that the marketplace seller accept a return, or offer an alternative resolution. This is due to the marketplace seller's posted returns policy, which states "No Returns or Exchanges for the following items: (...) Items that are not in "New Condition" with all tags, labels, and hygienic liners intact." This is visible on the seller's policy, which is visible under the "Returns Policy" tab on the following page: 
     
    http://www.rakuten.com/listing/sellersummary.asp?sellerid=39506268&sku=247567163
     
    I am sorry that we could not provide the requested resolution. If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    The "return policy" posted by Bikinimo on the Rakuten website is clearly written in regard to return or exchange requests for a "size change", "color change", or "change in suit style" or other similar issue that involves a problem with the "consumer preferences".  This is an issue with the product itself, which is in fact defective and falls outside the realm of this stated return policy.   In fact, Bikinimo has NO statement posted regarding defective products, making Rakuten's response inaccurate and unreasonable.  It is clear that this company is aware they are selling defective products by the responses I am receiving. A "return policy" or "product warranty" must be reasonable.  By the rationale stated by Rakuten, the consumer has no right to fully evaluate the product for defects (in this case, staining intrinsically caused by the product itself AFTER it is WET).  Rakuten would also apparently also support a company who sells a bikini made of paper that disintegrates the first time a consumer gets it wet.  Further, the bathing suit appears as if in "new condition", with only a blue streak across it due to the defective tag, and the company would not have been able to physically tell that it was worn if I did not state this for full disclosure.  It was worn for approximately 10 minutes (shorter than some consumers may wear it for "trying it on" in a store dressing room), before the defect was apparent.  


    The Uniform Commercial Code, a set of government laws, provides an automatic “implied warranty of merchantability” for consumers within the United States. This unwritten protection guarantees that consumer products are free of substantial defects and will function properly for a reasonable period of time.  A product that is purchased by consumers for the known purpose of reuse for months or years, yet deemed defective after 10 minutes, seems hardly reasonable.  I stand by my initial request and insist that I will not be bullied by the "fine print" that allows this company to believe they can deliberately and surreptitiously sell defective products.  I will only accept a refund or replacement for the product that I originally purchased. 

    Regards,

    *** ******

    Business Response:

    Hello, 
     
    Thank you for your reply regarding Rakuten order number ********. I am sorry that our previous contact did not provide an acceptable resolution. 
     
    I have reviewed this matter and do confirm that, per the marketplace seller's policy, no returns are accepted on items that are not in "New Condition". This is per the returns policy page we provided to you on 4/28/14. 
     
    Rakuten had also reached out to the marketplace seller Bikinimo Swimwear on your behalf on 4/2/14, to determine whether a return could be acepted. The marketplace seller responded to us, confirming that there is no warranty on swimwear, and the item cannot be returned due to the fact that it is used and worn. 
     
    I am sorry that we could not provide the requested resolution. If you have any further questions, please contact Rakuten for assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support 

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I am almost speechless that this company believes that saying they do not want to back up the products they are selling is an acceptable response to providing inferior products that are clearly defective. Again, the responses I am receiving make it undeniable that these companies are aware that they are selling products that will prove defective after their first use, which is why they are unwilling to accept responsibility for selling these poor quality products to consumers.  Stating "they don't provide a warranty" does not give a seller the right to cheat a consumer and not provide the product you claim to be providing, which is simply a bathing suit that doesn't "self destruct" upon first use. As previously stated, this is not a request for a "size change" or "different style" or other such reason that the bathing suit in question would be expected to be in "New Condition" in order to proceed.  Rakuten is claiming they are not liable based on a technicality, that the suit was worn once, and not addressing the true issue: A DEFECTIVE BATHING SUIT WAS SOLD TO A CONSUMER AND THE COMPANY THAT SOLD IT IS NOT TAKING RESPONSIBILITY.  The company does not state anywhere on the Rakuten website in writing for the consumer to view that they do not provide compensation for defective products - this is because no consumer would purchase products from a company that does not guarantee the products they are selling in this manner. What Rakuten does state on their website is that "Buyers should receive items in the condition that they were listed", yet the company is not backing up this guarantee. I was sold clothing that was listed as a "SWIMSUIT" which was also listed as apparel for the "BEACH", both of which indicate the clothing is able to get wet.  Yet the bathing suit proved defective immediately upon contact with water.  Therefore, the item is not in the condition that it was listed (ie suitable for wear in the water).  If this issue can not be fairly amended and either my money refunded or the bathing suit replaced, I will have no further choice but to contact the local news station on consumer reporting and to pursue legal action in a very public manner against both Rakuten and Bikinimo Swimwear.  It is not fair for a large company to take advantage of the individual consumer.  It is my hope that the Better Business Bureau mediation can resolve this issue before further action must be taken, but I am prepared to go forward as necessary.  

     
    To add two asides:  First, I would like for it to be known that Rakuten has conveniently not posted the review that was written regarding my experience with Bikinimo on their website, a review which was completely appropriate, well-written, and honest.  It seems to be further evidence that these companies do not want consumers to be forewarned of the issues involving their products and perhaps suggests that they are covering up more than just the sales of defective swimwear. Second, Bikinimo Swimwear has to this date never responded to my email request for customer service, nor my Better Business Bureau claim, despite claiming on the Rakuten website (the website on which they sold this defective product) that they will respond to all emails within 24hours. It would seem that Bikinimo Swimwear and Rakuten "pick and choose" which aspects of their website claims they will follow through with.  
    Regards,

    *** ******

    5/28/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: rakuten.com advertised 15% back on purchase in the form of rakuten points up to 10000 points. I made the purchase but the points were modified later. On Mar 19th I placed an order of $699.99 on rakuten.com and they advised 15% back in terms of rakuten points for up to 10000 rakuten super points, which equals $100 credit to spend on rakuten.com. After the order was placed they also sent me an email confirmation which clearly said I earned 10000 rakuten super points on this order. However later when I checked my account the points were change to 700. I contacted rakuten.com right away and their only response was I had already reached the maximum ($100 or 10000 pts) or I had ordered more than 7 items. The fact is this is the only order I placed within that promotion. I asked them to provide me an reasonable explanation but they kept saying the same thing. To my understanding rakuten.com cheated customers into making purchase didn't want to honor its advertisement later. I feel rakuten.com is not a honest company and advise not to buy anything from them.

    Desired Settlement: I ask rakuten.com to recredit my account with 10000 points or refund me $100.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm the total accrued Rakuten Super Points for this order was adjusted from 10000 to 700. This is per the terms and conditions of the Rakuten Super Points program, which states the following: 
     
    "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation."
     
    For more information regarding the Super Points program, please refer to the page below, under the section labelled "TERMS AND CONDITIONS OF THE RAKUTEN SUPER POINTS™ PROGRAM": 
     
    http://www.rakuten.com/ct/Rakutensuperpoint/default.aspx 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    5/28/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: Rakuten.com attracts customers with promotion that they don't honor. On February 14, 2014, I ordered Acer Aspire V5-131-2629 laptop from Rakuten.com (order#: ********) when they have a promotion. Based on their promotion, I should get 10000 rakuten points (have a value of $100) for later shopping. Later on I found that they only posted 1000 points to my account. I called but they did not give me any convincible explanation why they took away 9000 points from me. I feel that they are using deceptive advisement to attract customers to buy their goods. Because their return policy is not friendly, I had to keep these laptops despite that they did not honor their promotion. I felt cheated by rakuten.com.

    Desired Settlement: Return the points I should get or refund me the money with equal value of the points

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm the total accrued Rakuten Super Points for this order was adjusted from 9000 to 1000. This is per the terms and conditions of the Rakuten Super Points program, which states the following: 
     
    "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation."
     
    For more information regarding the Super Points program, please refer to the page below, under the section labelled "TERMS AND CONDITIONS OF THE RAKUTEN SUPER POINTS™ PROGRAM": 
     
    http://www.rakuten.com/ct/Rakutensuperpoint/default.aspx 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    5/15/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: Here is the information of my order on Rakuten:Order Placed: November 28, 2013Order ID: ********Order Total: $277.79Item: Kinesis Advantage USB Contoured Keyboard - Cable - Black - USB - English (US) - Programmable Hot KeyPoints earned: 3,483.The points are all "expired".According to Rakuten's policy, it should send email to customer 2 weeks before the expiration date of points. But I didn't received anything. It is not in my inbox or spam box. I used Rakuten online system to asked for explanation. The autoreply says I will get feedback in 72 hours, but I kept waiting for 9 days, no reply. I called Rakuten phone service. Every time I asked the agent why Rakuten didn't send me email which they should send, the agent kept saying "the points has early expiration date". It is not the answer to my question. When I asked how can Rakuten compensate me because they didn't send the email promised in their policy, the agent said they can do nothing.

    Desired Settlement: Give me my points back or refund of the same value. I need Rakuten's apology for let my points expired without a notice promised in their policy.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that 3483 Rakuten Super Points were awarded to you on 4/22/14, in light of the previous expiration. These were available for use immediately and have since been redeemed. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

     

    I confirm that they have already solved my problem as I requested, I consider this complaint resolved.

    Thanks for your help.

     

    Regards,

    ******** **

    5/8/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered 2 TENS units from Rakuten and only received one. The company refuses to make good on sending me the other unit.

    Desired Settlement: Either want my money back or the other unit sent out to me.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm a refund was submitted for $27.88, for 1 quantity, on 4/18/14. This should process within the next 2 business days and reflect on your method of payment. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    5/8/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: On March 15, 2014 I placed an order for a Dell desktop computer through Rakuten.com and paid approximately $125 for it, which included a 2 year service warranty. Two days later, the seller posted a fraudulent tracking number for FedEx, which was confirmed not to be real by them. I contacted the seller, who refused to answer the phone. I then contacted Rakuten customer service, who claimed they had to resolve it with the seller, and that I had to "wait 24-48 hours because he was not answering his phone". I explained clearly to them that he was a fraudulent seller and they were endorsing and backing up someone who was stealing money. The seller contacted me and tried to resolve it by saying he would send me an upgraded computer if I held off on my complaint. A week later I received a standard computer without the upgrades. I promptly sent it back and contacted Rakuten yet again, who used the same excuse of, "We'll get back to you in 48 hours". They told me they could not issue a refund until the product was returned, which I promptly sent back via FedEx the same day, only after having to argue with them so the seller would issue me a return shipping label and promise not to charge a 20% restocking fee. It is now April 8, 2014. I confirmed with FedEx that the seller has received his item, yet I still have not been issued a refund per Rakuten's policy. I contacted them today and they yet again said they could not issue me a refund and that they would have to contact the seller first. They are clearly endorsing and backing up and fraudulent seller, and they are holding on to my money even though I do not have the product I paid for and sent back everything in perfect condition per their request. I have done everything right and have contacted the seller and Rakuten more than 5 times via phone. I did what they asked for on my end, yet I am the one who is out of $100+ dollars with no resolution in sight. I am now seeking to file civil charges with my attorney.

    Desired Settlement: I would like to be issued a refund no later than 4/9/14 by Rakuten.com, as they are the ones I paid. I did not pay the seller directly, and Rakuten.com needs to accept responsibility for this as the receivers of my money. They need to issue me a refund, then take up whatever issues they have regarding it with the seller, who is clearly a thief and a liar, and is purposely not answering his phone calls. I have given Rakuten 5 weeks worth of chances to resolve this, yet they still have my money.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. This contact is regarding item *********, the "Dell OptiPlex 745 Desktop Computer - Refurbished". 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that a refund of $118.53 was submitted on 4/9/14. This should process within 1 to 2 business days of that date, and reflect on your method of payment. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    5/8/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I attempted to purchase two charger cables through Rakuten and a third party vendor they verified as legitimate. When the package was shipped, there was only one cable inside the package. I have attempted to contact both Rakuten and the third party vendor. Rakuten has not responded to my requests to either refund my money for the unshipped item OR ship me what I paid for. The seller email address came back as Undeliverable when I tried contacting directly. The customer service here is non-existent to this point and if a company is going to list sellers on their site, there some be some assurances to the consumer that the seller is legitimate. My order number for their reference is ********. Thank you for your concern on this matter.

    Desired Settlement: I would like to receive the second item that I paid for and if that cannot be done, a refund. I ordered and paid for two chargers and only one showed up. It seems simple to fix but the lack of response from either party is troubling.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that the marketplace seller for your order, Patazon, has shipped you a replacement unit. This was sent via US Postal Service tracking number **********************, and reported delivered on 4/26/14. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  The business has since resolved my issues and I am satisfied with their actions on my behalf.

     

    Once I was actually able to make contact, they were very aggressive in resolving said issue.  My concern was the length of time it took to actually reach the business and I made that known.  

    Regards,

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

    5/8/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I purchase a video game from this company (MLB 13 The Show ) on March 14, 2014 and now the game has started to freeze and I want to return it, I have tried several times to reach this company by phone, because the company states in their return policy that before returning any items they must be contacted first and I have tried that. At one time when I called a representative of the company answer the phone and I was explaining to him that I wanted to return this game and why he hung up on me, I called back and got no answer. When I received the game I notice that it was not a new game but when I ordered it the ad said it would be a brand new game and not used I called the company and got no one. Order_Number: ********

    Desired Settlement: DesiredSettlementID: Refund I would like a refund or another brand new game ( MLB 13 The Show)

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm the item is no longer for sale through the original marketplace seller, BA Sports. In light of this, I have submitted a full refund of $19.99 on your purchase, which should process in 1 to 2 business days and reflect on your method of payment. The item will not need to be returned. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

     it.]Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

    4/30/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: rakuten.com, provided an offer with 15% super points (code:*******) for a Maximum 10,000 points($100 value in their system) on 03/19/2014. I ordered one computer with total price of $699.99, I should get 10,000 super points (as stated in their order confirmation email with "*******"). However, I received only 700 points. I tried to contact their customer service by phone and email, but get no reply till now. I want to return the product, but the seller will charge for shipping fee, etc. This cheating advertisement misleading me to buy a product, while not as they promised in their advertised promotion offer.

    Desired Settlement: The seller should refund me the points as they had promised, otherwise, please refund me the money I paid, and give a retun label for free to return the product.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********* 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm the total accrued Rakuten Super Points for this order was adjusted from 10,000 to 700. This is per the terms and conditions of the Rakuten Super Points program, which states the following: 
     
    "Orders from resellers, exporters, wholesalers, any businesses of any kind for commercial resale, or any other customers for resale are null and void and otherwise subject to cancellation."
     
    Per this information, I am regrettably not able to reinstate the revoked points. For more information regarding the Super Points program, please refer to the page below, under the section labelled "TERMS AND CONDITIONS OF THE RAKUTEN SUPER POINTS™ PROGRAM": 
     
    http://www.rakuten.com/ct/Rakutensuperpoint/default.aspx 
     
    If it is determined that you would prefer to return your item, please contact the marketplace seller for your order, "Adorama Camera", as they will be in the best position to assist you. The return is subject to the seller's posted returns policy, and we cannot mandate that they provide you prepaid shipping, or waive potential restock fees. You may contact Adorama Camera using the following information:
     
    ****** ******************* ****** * *************
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    4/30/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I placed an order on Rakuten.com for this product: ******************************************=********* on March 24, 2014. In the product page it can be seen that the whole desk is visible, no parts of it are faded out, giving the impression that the product page is for the sale of the entire desk. My order arrived today March 31, 2014, but it arrived incomplete. The only part I received was the left table attachment of the desk. I then called Wayfair to ask about the missing parts. They told me Rakuten had made a mistake in listing the item, and that I had to pay an additional $600 to get the rest of the desk. This is a classic bait and switch. No attempt was ever made to deliver to me the item I bought on Rakuten.com, which would be the whole desk.

    Desired Settlement: I would like the correct desk to be shipped to my address ASAP.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********* 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that the marketplace seller for your order, Wayfair, is in the process of attempting to pick up your item for return. This return is for a full refund. The UPS tracking number for this is ******************. I apologize, as we regrettably cannot offer to fulfill the remaining pieces you had requested. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    4/29/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a charger for a macbook pro (they sub sold it through BlueberryTek). I received a legit looking confirmation email immediately. I received a fishy looking email (poor English) a few days later. After 10 days of not receiving my shipment and having no way to track it or make any contact with the company or seller, I received a random phone call from someone across the country. He had ordered the same product. It was a knockoff that didn't work. When he had contacted the company to get a refund, they asked him to return it and gave him my address as a the location to ship it to. He had also received another email or call from someone else in the loop of this scam... Long story short, it looks like they are just shipping around the same crummy product and stealing people's money. I have not found any way to get into contact with either company to cancel my order. I called my CC company and the transaction had been approved by them but hasn't gone all they way through on my end of the account yet. We'll see if it does. I cancelled my card and will dispute if it goes through.

    Desired Settlement: I don't know how to resolve the issue. I simply cannot find a way to contact anyone. They list a fake 800 number when I google search for contact info. The only email address I can find is a hotmail address. The best I can do is cancel my card and order my product from a reputable business. (which I thought I had done in the first place.)

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm that the item for this order has been delivered. With regards to the shipping practices of the seller, this information will be forwarded to our internal compliance team for review, and corrective action if found necessary. Thank you for bringing this to our attention. 
     
    If the item received is not what was listed, is not functional, or is no longer wanted, please contact Rakuten customer support, so that we may assist you with returning the item. Rakuten customer support may be reached via phone at 800-800-0800. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    4/29/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I made a purchase on Rakuten.com (Former Buy.com) on Feb.08 and participated the promotion of 20X Super Points. Upon finishing my purchase, the website told me that I was e**gible for 10000 Super Points(equivalent to $100). On Feb 15 I noticed that I only have 500 Super Points available/pending on my account. I contacted customer service of Buy.com but they only gave me generic answers as the following:Regrettably, I am unable to provide the order details of the purchase that reached the maximum **mit. I need a better understanding why my points were revoked and here is total points I have accumulated (Buy.com capped it at 10000).Account SummarySuper Points Accrued: 892Super Points Pending: 510Super Points Cancelled or Returned: 47Super Points Expired: 335Super Points Redeemed: 0

    Desired Settlement: Reinstate the points balance.

    Business Response:

    Hello. 
     
    T***k you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. Your order was for the following items: 
     
    Item #*********, the iRobot Roomba 630 Series Vacuum Cleaning Robot
    Item #*********, the iRobot Braava 320 Floor Mopping Robot
     
    The Rakuten Super Points that you had accrued on this order were revoked with the exception 500 points. This had been due to the fact that you had reached the 10,000 point **mit per household, per promotion. Per our research of this order, the 10,000 point **mit was reached by way of the placement of a separate order. 
     
    I still regrettably cannot provide the details regarding the separate order, however our internal research at the time of revocation did indicate that the **mit was reached. I apologize for this inconvenience, as we are still not able to reinstate the revoked points. 
     
    If you would **ke to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. T***k you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    They basically reinstate my inquiry and provided ZERO details about the reason they forfeit my credit. I will not accept their response until they clearly respond to my question.

    1. Why my cap is reached? From my shopping record with Buy.com, I have never purchased more t*** $500.
    2. If they insist I have, please provide evidence. Otherwise, they need to reinstate my points.

    Regards,

    *** **



    Business Response: Hello, 

     
    T***k you for your reply regarding Rakuten order number ********. 
     
    I am sorry that we could not provide your requested resolution in our previous response. I have re-reviewed this matter, and we regrettably do still confirm that the Rakuten Super Point **mit had already been reached by the customer. In response, the promotional points were revoked for this purchase. 
     
    At this time, we cannot release the circumstances or details that caused the **mit to be reached. I apologize for this inconvenience, however we will not be able to reinstate the requested points. 
     
    If you have any further questions, please contact Rakuten and we will be glad to help. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support 

    4/29/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: On Feb. 15th, 2014, I placed an order of printer ($574.99) at Rakuten.com. For the order, Rakuten.com provided 15% price drop in the way of Rakuten points. If I spend $574.99, I could get 8625 points (15% of 57499), which is equal to $86.25 and can be used as money at Rakuten. Therefore, this order actually has two parts: one is printer I purchased and the other is the 8625 points (equal to $86.25). The order confirmation email also clearly indicated that the bonus points will be earned with the order. After finished the order, I did see the point pending in my Rakuten account, but without any notification and I do not know when either, the bonus points disappeared. I called and emailed Rakuten customer service several times, but they only responded to me that I had reached the maximum of the points (i.e. 10000 points or $100) or I had ordered more than 7 items.Because I only made this one order with one printer with no more than 10000 points, I ask them to provide me explanation on which order eared bonus points or what other orders they thought were made by me. But unfortunately, they could not provide me any further explanation, and kept saying that I reached the maximum of the points or I ordered more than 7 items, and actually, they could not give me convincible reason.Unlike other merchants, which provide promotion through direct price drop, Rakuten always provide promotion by earning bonus points and the bonus points can be used like money at Rakuten.com. Through this way, they attract customers, including me, and therefore, the bonus points are actually part of the order. But after several weeks pending period, they finally took away the points without any reasonable explanation, and it is no difference with cheating. I felt Rakuten.com is very dishonest and cheating customers.

    Desired Settlement: Give me the 8625 points, which I should get.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that, following the placement of your order, it was determined that you had already reached the maximum for the offered promotion. This is in the form of 15000 Rakuten Super Points per order, 10000 points per promotion, or 7 qualifying items per promotion. For more information regarding the Rakuten Super Points program, please visit: 
     
    http://support.rakuten.com/app/answers/detail/a_id/871/
     
    Per this information, the promotional points were removed, and your accrual rate for the order was adjusted to 1x instead of 15x. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I am confident that I did not reach the limit. If rakuten insisted, please let me know which orders I made in their record reached the limit.

    Regards,

    *** ****

    Business Response:

    Hello, 
     
    Thank you for following up regarding Rakuten order number ********. 
     
    I am sorry that our previous response had not included an acceptable resolution. We have re-reviewed this matter, and have now reinstated 8050 Rakuten Super Points to your account. These have an expiration date of 10/1/2014, and can be used on a future Rakuten purchase. With your existing accrued 575 points on this order, your total is now 8625. I am sorry for the inconvenience you have experienced. 
     
    If you have any further questions regarding this matter, please contact Rakuten.com Shopping for assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten.com Support 

    4/29/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I purchased an Apple computer from Rakuten.com online website advertised on sale for $1069.00 with an additional instant $70 off from the merchant seller on 17 March 2014; a total price for $999.00. That same day in the evening, I received an email stating that my order has been cancelled and I needed to contact the merchant seller (**********) for further details of the cancellation. Since ********** was already closed for the day, I had to contact them the next day, 18 March 2014. I asked them why they had cancelled my order and the representative stated that it was not ********** but Ratuken.com who cancelled the order due to an error in their pricing. I immediately called Ratuken.com to ask why they cancelled my order and they tried to tell me that it was ********** and to call them, but I told the Ratuken representative that I already called ********** and it was Ratuken that cancelled my order. Then the rep stated that they made an error in pricing that is why they cancelled my order. I asked to speak to a supervisor from Ratuken to get a full understanding of the cancellation and she stated that they made an error in their pricing and no longer available for purchase. I told them that the merchant seller has them on stock and requested that they honor the price that was advertised and I had already paid for with my credit card along with the additional computer warranty. The supervisor stated that I can buy the computer for what the price is now and not what was advertised. I stated that this is false advertising and a company should not be advertising merchandise on their website, consumers buy the merchandise and then the company decides to cancel the order because they advertised it incorrectly for profit or not. Ratuken.com was not willing to help me and honor the price that I bought the computer for.

    Desired Settlement: I want Rakuten.com to honor their selling price as advertised on their website. It is not fair to the consumers that Rakuten.com or for any other company doing business to advertise a merchandise and not follow through and honor the price they advertise.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and will regrettably not be able to provide you with the requested resolution, as we cannot honor the previous price for the ordered MacBook Pro. The item cancellation was due to a listing error, and we cannot offer to match the previous price. 
     
    I confirm that in addition to the MacBook Pro, the SquareTrade 3 Year Warranty has also been cancelled. Per the cancellation, you will not be billed for this purchase, and the authorization on your method of payment should drop off according to its respective processing time. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    How can a business not honor their advertised and accepted price from the customer after buying it the product? It's like going up to the cash register with the merchandise, ringing it up, paying for it and then cancelling the purchase at a higher price for me to pay. This is not right and surely there's a business law against this type of sales tactics. I've attached a copy of the receipt that was cancelled by Rakuten.com Please assist and engage with the business on all the cusomers who may have been a victim past and potential victims in the future. Thank you for your assistance!


    Regards,

    *** ******** 

    Business Response: Hello, 

     
    Thank you for your following up regarding Rakuten order number ********. 
     
    I apologize that our previous contact did not contain an acceptable resolution. I regrettably reconfirm that we cannot fulfill this order as it has been cancelled, and that the item cannot be re-purchased at the previous price. I confirm that the cancellation was due to a pricing error on the purchased item. Per Section 9 of our Terms of Use:  
     
    "Rakuten.com Shopping shall have the right to refuse, reduce or cancel any orders placed for products and/or services listed at an incorrect price, rebate or refund, or containing any other incorrect information or typographical errors. Rakuten.com Shopping shall have the right to refuse, reduce or cancel any such orders whether or not the order has been confirmed and whether or not your credit card has been charged. If your credit card has already been charged for the purchase and your order is canceled, then Rakuten.com Shopping shall issue a credit to your credit card account in the amount of the charge."
     
    For more information, please see the Terms of Use page, at the below hyperlink: 
     
    http://www.rakuten.com/loc/legal/79084.html
     
    I am sorry that we could not provide the requested resolution. If you have any further questions, please contact Rakuten and we will be glad to help. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support 

    4/25/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I placed an order (#********) on 3/3/2014 for a Breville BKE820XL Variable Temperature Water Kettle (SKU 211045341). The confirmation email stated that there was a 1-2 business day shipping timeline from the marketplace and a 3-10 business day shipping timeline to my home.The order shipped the next day, 3/4/2014, through UPS (******************).I tracked the package and noticed on 3/6/2014 that a "Return to Sender" had been requested. I called UPS, and they said I would need to contact the seller, so I did. I utilized their contact tool through the website and requested an update with what was happening. I received an email response from Katrina Kopczykbauer that read as follows"We will check this case and ship your order againSorry about this problemThanks"I waited, assuming that they would take care of this, and also continued to watch the UPS tracking. It shows "delivered" on 3/18/2014, which I assume means that the seller has the item. I did not receive any communication from Rakuten letting me know what steps they were taking or when I could expect to receive the product I had already purchased.After waiting for a combined 15 business days from the date of my order, I decided to call their 800 number (800-800-0800). I called at roughly 07:30PDT on 3/25/2014 and spoke first with someone whose name was either "*******" or "*****" (I couldn't quite tell when the supervisor shared her name). After explaining what had occurred, and sharing my order information, she said that she couldn't help me, but that a "specialist" could, and that they would email me after one business day.I was not satisfied with this resolution, so I asked to speak with her supervisor. She was very resistant, but eventually transferred me to **** (ID #******). He shared the same information, but promised that he would put my request in a "high priority" status so I could be contacted. He promised I would be contacted within one business day from when I had made contact, and that timeline has since expired.

    Desired Settlement: As I explained to ****, I am requesting that Rakuten send me the product I ordered (Breville BKE820XL Variable Temperature Water Kettle - SKU 211045341) and that they do so with expedited shipping (overnight or 2nd day would be acceptable). I should not be charged for this shipping, as I have already waited close to a month to receive it. I also would like to be contacted via phone once this is confirmed.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and we were regrettably not able to facilitate or confirm a replacement for this item. I apologize for this inconvenience.  In response, we have submitted a full refund of $100 on 3/26/14, which should process within 1 to 2 business days, reflecting on your method of payment. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    4/16/2014 Advertising/Sales Issues
    4/15/2014 Billing/Collection Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Hello, I signed up to sell an item on Rakuten.com. They charged me $99 for 3 months. after 2 months I asked for a refund since I did not recieve any sales from their service. They refused.They said that the subscription would end after the 3rd month.Yesterday I was billed for another 3 months, for another $99. I emailed them saying that I don't want their service. And have not heard back.

    Desired Settlement: I would like the recent $99 reversed that was charged Feb 11th. I would also like the original $99 refunded as I requested on Jan 6th. So a total of $198 refunded to my visa

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********* 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm a refund is submitted on order ******** for $99. This was submitted on 2/12/14, and should reflect on your method of payment within 1 to 2 business days of this date. 
     
    With regards to the $99 charge on the previous order, we regrettably cannot refund the 3 months of service used. This is per escalation to the appropriate internal party. At this time, the request for a refund is denied on that purchase. I apologize for this inconvenience. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    4/15/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: This company makes their website complicated to "force" the customers buy their products. I fill the payment method because I want to create an account. But when I placed an order and want to enter my credit card security code and a discount code. they didn't let me enter my credit card security code and just charge me.Then I try to find the order history and cancel it in 15 minutes. Because the the policy their website shows that I can cancel the order in 15 minutes. I can't find the order information in 1 hours and didn't receive confirmation email. Thus, I thought I didn't place the order. But I found the confirmation email. It was 4 hours late after I placed the order. It's too late for customers to cancel the orders. Then I realize I can't find my order history in the place they show on their website, but another place I can't find it directly. I think they delay the confirmation email and make the order history hard to find intentionally, thus the customers might buy something by mistake and can't cancel them. In other words they make their website complicated on purpose to force the customers buy their products.

    Desired Settlement: FULL REFUND and modulate their website.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********* 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm the order was placed on 3/20/14. I apologize that there was a delay in delivering your order confirmation email, and that you had not been able to cancel the order. 
     
    If the item is no longer wanted, please contact the marketplace seller for your order, Beauty Encounter, as they will be in the best position to assist you under returns. 
     
    ****** *********
    Email: ************************
    Phone: **************
     
    The marketplace seller's ability to accept a return and offer resolution is determined by their returns policy. For the marketplace seller's return policy, please see the below page: 
     
    ************************************************************************************************
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    4/9/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I am an interior consultant who has a customer who asked us to purchase a rug for them from Rakuten.com. I placed the order on 1.8.14. The rug was never shipped. I tried to go on to the website and get a customer service number. You cannot access the number unless you sign in to the site. The site no longer recognizes my email or password even though I clearly set it up and ordered through it and received a confirmation email. I googled the number and called on 1.20.14 because the rug was already late. The first 2 times I spoke with customer service reps they told me that due to snow, holidays and weekends the rug was not late. That was a lie. I called again today and was livid. The new customer service rep told me that the rug should have been sent and I would receive and email telling me that it had been shipped. The email I received just simply said that the rug would never come and there was a problem. My issue is that I should have been informed when the issue arouse and I should have been immediately contacted if there was a problem, not lied to and pushed aside until I had to call back and scream at someone. This company is full of useless customer service reps who lie and have no excuses for when your orders are randomly cancelled almost a month later. They hide contact information from customers specifically. Please look into this company because I highly doubt I'm the only person who has had issues.

    Desired Settlement: I want the rug that I ordered for the price I paid for it. It was for a customer of mine. She wants what was promised to her.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********* 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that your order was cancelled on 1/30/14. This had been due to the fact that the original marketplace seller for your item was removed from the Rakuten.com website. I now confirm that the original ordered item is no longer for sale, and that we cannot fulfill the order or honor the original price. I am sorry for this inconvenience. Per the cancellation, you will not be billed for this order, and the authorization placed on your method of payment should drop off according to its respective processing time. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    4/9/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Sold me Mitsubishi tv took money then cancelled order 2 days later for no reason had my money before they cancelled

    Desired Settlement: Want what I ordered and they said they had

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding your recent purchase. I have reviewed this matter and located order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm your order was cancelled on 1/21/14, and a full refund of $129.99 was submitted on the same date. We are regrettably not able to fulfill the order as placed, or offer a similar product for a similar price. I am sorry for this inconvenience. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    3/25/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I went searching on Rakuten.com for 16gb memory ddr3. I came across one that is perfect for my computer. I put it in the cart, and bought it. I had the chance to buy it from ebay, but decided to buy it from rakuten, since it was a big company and felt i can trust them. I checked my paypal, they took my money. the next day they cancelled my order. they didn't even send me an email notifying me of anything, and refunded my money back to paypal. I contacted rakuten to see what happened, they cant give me an explanation, and offered a $5 credit on they're website. My issue is that they are not trying to help me, i asked if i can get a raincheck, or if i can get a different color. they have ignored me all together. I had the chance to buy from ebay, but missed my chance because item already sold. I am very angry, i didn't do anything wrong. I still see that same item on they're website. I feel it is wrong of them.

    Desired Settlement: I would like buy the same item i was originally promised for the same price. or something similar

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that you had contacted our customer service department, and that we had offered to submit a partial refund on a new purchase, to match the original price. I confirm that the new order has been placed, and the partial refund was submitted.  
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

    this is regarding my comlaint# ******* I just wanted to inform you that rakuten did honor to give me a different product for the price i had originally paid. They sent me an email say they could honor the price, and purchase up to 3 items. I thought it was very cool of them. the instructions stated i had to pay original price, and they would refund the difference back to my card. so i bought 3. 2weeks or so went by and i only saw qty:1 product refunded. I contacted them they said they could not refund all three. i asked them why did they offer the option of buying 3. they said the refund could only apply to the original product. i was extremely mad/frustrated. if they didn't offer me the option of buying 3, i would have been very satisfied.i told them i wanted my money back and shipped the 2 back in the original packaging.I shipped and paid with my own money, added a tracking #. I know they received them, i am just waiting for them to refund my money for the other 2. I have the whole conversation in email if you want to see them.
     

    3/19/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: On 02/23/2014 I ordered a Nikon D3200 camera from Rakuten.com. On 02/27/2014 I was notified via my email by the Rakuten.com "verification specialists" that the phone number that I provided to them did not match the phone number that I had on file with the bank card that I used to purchase the camera. I checked with my bank and I discovered that the phone number that was associated with the account that I used matched the phone number that I provided to Rakuten.com. I'm not sure why they would say that they do not match. I called Rakuten.com to inform the service department that the numbers matched and they stated that they did not care and only the verification specialist in charge of my account to free the hold that has been placed on my account. I canceled the order sue to lack of customer service and the time they had wasted. I attempted to re-order the order I had canceled and they then told me that I had to re-order the product at a higher price than my first order! I contacted Rakuten.com again to see of they could expedite my order and they stated that they could not. I asked to speak with a verification specialist to see of they would free the hold that has been placed on my new account and they said that they would not be back to work until Monday (03/03/2014), which is three days later. In all it will take approximately 10 days to ship my order. I believe that is unacceptable and their service department is worthless. I am extremely aggravated and will never shop at Rakuten.com again!

    Desired Settlement: I would like a refund on the shipping costs for taking so long for them to process the order and ship my product that I paid for, and have not yet received.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm that a partial refund of $26.95 was submitted on 3/6/14. This should process within 1 to 2 business days of that date, and reflect on your method of payment. This was done as a price protection, against the previous order for the same item, placed at $578. Per review of order ********, no shipping costs were charged.  
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    3/14/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I recently bought a pen from Vaporizer USA and the Pen they sent me didnt even last a week, when I asked for exchange they said mail it to our warehouse and we will exchange it for you, well that was in September it is now February!! When I tried working with them all they did was give me the run around. I must have talked to countless customer service representatives and all they said was they are trying to get a hold of the vender, Vaporizer USA (the vender) only sent me two Emails one was for a number that just went straight to a voice mail, the other was a $22.00, Invoice for a pen replacement, they must think Im stupid to send them anymore money. So now Im out $60 bucks and they wont send me a new pen or a refund, this website is a scam look it up!!

    Desired Settlement: I tried several times to get an exchange or a refund and all they do is give me the run around

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and understand you have sent your item back to the marketplace seller, VapoBuy, for an exchange. Per our internal system notes, I confirm that you had not been able to provide a return tracking number, and that the marketplace seller reported non-receipt of the return. 
     
    As a one-time exception, Rakuten has opted to submit a refund of $59.98, which should process in 1 to 2 business days and reflect on your original method of payment. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    3/11/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: For some reason you are showing me as rakuten.com.I am making the complaint for products delivered, but not ordered; inability to get the company to stop trying to collect or charge me for unwanted products; and possible credit card fraud.I had a $12,000 charge to my credit card shortly after dealing with them. I was not a Target customer, so I know they weren't responsible.Please stop showing may address as Rakuten.com

    Desired Settlement: I wish rakuten to stop attempting to collect for products not delivered, I want BBB to stop using my address as the company address.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding your purchase. I have researched this matter using the information you provided, and located order number ********. This was for item *********, the HAAN FS-20-PLUS Steam Cleaning Floor Sanitizer. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    Per review of this matter, I understand that you had received the incorrect item, and that your order was in collections status. In response to the fact that the wrong item was sent, we have now cancelled the collections procedure. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    2/27/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: Two weeks ago i placed an order with this company and receive an incorrect item. I have twice attempted to contact this company requesting a RMA to return the item but have not received a response.

    Desired Settlement: Provide necessary information to allow me to return the incorrect item and refund my payment.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding your recent order. I have researched this matter using the information you have provided, and located order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and understand you had requested to return this order previously. In light of the fact that you had not received our response, and in order to offer a resolution, I have submitted a refund of $6.95, which should process in 1 to 2 business days and reflect on your method of payment. The item may be kept or discarded as pleased. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    **** ***

    2/26/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I bought three PlayStation Vita from Rakuten.com on Sep. 24, 2013. My credit card was charged on Sep. 29, 2013, yet I have never received my merchandise. I tried to track the shipping and found that they have been shipped to a different address and received by a stranger. When I tried to contact with Rakuten.com, they just told me that my account has been closed and they cannot help me to track the shipment or issue a refund.

    Desired Settlement: I want them to issue a refund for the merchandise I bought, yet never been shipped to me.

    Business Response:

    Hello. 

    Thank you for contacting Rakuten regarding order number ********. 

    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 

    I have reviewed this matter, and the account for this order has been disabled. We are regrettably not able to submit a refund on the purchase at this time. 

    Per our previous contacts regarding this order, if you would like to follow up with Rakuten on this matter, please submit your inquiries in writing to the following address: 

    Rakuten.com Shopping
    Attn: Legal Department,
    85 Enterprise Suite 100
    Aliso Viejo, CA 92656

    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 

    Sincerely, 
    Rakuten Customer Support

    2/20/2014 Problems with Product/Service | Read Complaint Details
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    Additional Notes

    Complaint: I ordered 2 units of a Samsung 750 gb EVO SSD from Rakuten via their Ebay account on 12/28/13. PO# was ******** with a Reference number of *********. I received this item on 1/2/14 via USPS. When I opened the item there were indeed 2 Samsung SSD units in shrink wrap along with a packing slip. Curiously, one of the two was labeled with a post it note: RMA***-***-**** I opened the other one. First clue something was up, after removing from the shrink wrap the sealed sticker on top was already broken thru. Inside the package I find a 4 pack of Engergizer AAA batteries in the space where the SSD should be. I didn't even open the second one that is still shrink wrapped but has the post it note on it, lest Rakuten accuse me of trying to defraud them myself. I don't know what is inside, but I can shake it and tell there is something loose inside (I'm guessing another 4 pack of AAA batteries). I opened a dispute with Ebay and received this response from Rakuten "Hello. Thank you for contacting Rakuten regarding order number ********. I am very sorry that the received items were reportedly not in new, unopened condition. I have reviewed this matter, and followed up with our warehouse personnel. For quality assurance purposes, we maintain records of the serial numbers of these types of items. Per review of these records, I confirm that the items were shipped in new, unopened condition, and that this should have been their condition upon delivery. I apologize, as per this confirmation, we are not able to accept a return for this purchase. We also cannot provide replacements or a refund. If you have any further questions, please contact Rakuten for assistance. Thank you very much. Sincerely, ******, Rakuten Customer Support ". Essentially this company is accusing me of fraud. As a physician, professor at the University of ********, and company owner I find this response repugnant and have never had anyone question my integrity like they have.

    Desired Settlement: I want a personal apology letter from this company for putting me through this, for suggesting that it was I who committed the fraud, and for doing nothing to reach out to me to further investigate this case. I want an assurance from this company that if other customers file similar complaints (and I can't imagine this is a one time instance) that they will through due diligence investigate and not just reciprocally accuse the customer of committing fraud. Finally I want the two SSDs I ordered.

    Business Response:

    Hello. 

    Thank you for contacting Rakuten regarding order number ********. 

    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 

    This order was fulfilled by Rakuten under Buy.com. Through this channel, we used the largest global electronics distributor, Ingram Micro, for fulfillment and drop-shipping of this order. A record was logged of the serial numbers that were shipped. In addition, the UPS Mail Innovations package (tracking number 9*********15*********5) does show the appropriate weight of 0.613 lbs, due to the fact that each item weighs 0.28 lbs. 

    A dispute has been opened by way of eBay Buyer Protection, and the customer was provided with a full refund of $699.98 on 1/20/14 through this channel. We may still choose to collaborate further with eBay customer support regarding this matter. However, an appeal had been requested previously, and the refund decision has been upheld by eBay. 

    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 

    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action does not resolve my complaint.  

     
    I do concur with their statements.  However, please note for your files that the company did not willingly resolve this issue and it was left up to Ebay to enforce a refund once provided proof that I had filed a police report about the mail fraud I experienced.  The fact that I received a package weighing the "correct" amount is immaterial.  As I clearly indicated, the electronic component in question had been substituted with a 4 pack of double AA batteries in its place to simulate the proper weight.  I still remain in possession of the unopened second unit in this shipment and that I will be turning over to the Postal Inspector.

    I am disappointed that the company continues to essentially imply that it is the customer responsible for this fraud, rather than investigating to the full extent possible what occurred here.  I have filed a mail fraud complaint with the US Postal Service and will have them look further into this matter once contacted in the next two weeks.  Whether or not I received a refund is besides the point.  The company has not acted in good faith in this instance, only resolving it because an outside party (Ebay) forced them to do the right thing, and further implying that they(Buy.com) might in-fact attempt to re-open this matter.  This is not a company that deserves to have a good rating with regard to how they conduct business. 

    For me it was never about the money, but rather them maligning my integrity, which they continue to do, and showing callous disregard for their customers.  Neither I nor anyone else I have the opportunity to discuss this with will purchase from this company knowing that the customer most definitely does not come first in these types of disputes.

    My one entreaty to them (or whatever company representative at that company reads this response) is "What would you have done if you received a package without the item your ordered actually in it ?"  "How would you have expected the company that shipped it to you to respond ?"  Because frankly I'm guessing if they were the victim of this fraud, they would have acted and responded in much the same manner I have.  Good business is about making it right with the customer.  They absolutely didn't do that here, except through an unwilling manner.

    I only wanted one thing from this company: a sincere apology from someone high up in their customer service chain of command about what they put me through.  They continue to refuse to give it, and continue to maintain that they have no responsibility in this matter to the customer or to anyone else for that matter.  Thats just plain sad.


    Regards,

    **** *****



    Business Response: Hello, 

     
    Thank you for following up regarding Rakuten order number ********. 
     
    I apologize that our most recent update had not included an acceptable resolution, and I also am sorry about the issues and inconveniences you experienced in regards to this purchase. 
     
    We also appreciate the updates you have provided with regards to this matter. Based on your update, we understand that you are currently pursuing an investigation with the US Postal Service, and the US Postal Inspector.
     
    At this time, Rakuten has not obtained further information or developments following our last response. We had originally investigated this matter using the resources available, and were able to produce serial number confirmation, and consistent weight records.  
     
    While further updates have not been obtained since the last contact, we do apologize for the negative experience you have had with Rakuten. It is not the intention of Rakuten to provide a negative customer experience, and we are sorry that a more satisfactory transaction was not provided in this case. 
     
    Should you require further information from Rakuten with regards to this purchase, please contact us and we will be glad to help. Please also let us know if you have further questions or concerns. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support 

    2/13/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I shopped at Rakuten.com for a product (order number ********) and got 9800 points as a reward. At the purchase page, there was no clear indication that the points were ever to expire. Recently, I found out that the points are all gone. I called the customer service, and was told that the points were expired. I am deeply agitated by the fact that no clear explanation was given and no notification was sent before the points expired.

    Desired Settlement: I demand the website to revive my lost points to my account (******************).

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and will regrettably not be able to reinstate the 9800 Rakuten Super Points for this order. The points had expired on 11/18/13, or approximately 60 days following the points' maturation. Per section 3 of our Rakuten Super Points help page, points earned during promotional campaigns "often have unique expiration dates (typically 60 days)." The help page may be viewed at the below link: 
     
    http://www.rakuten.com/ct/Rakutensuperpoint/default.aspx 
     
    As your order was placed as part of a promotional campaign, we will not be able to reinstate your points at this time. I am sorry that we cannot provide the requested resolution.  If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response: Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I am not provided any information that those points will be expired. And I did not get any email reminder before those points expired either. All I knew is that when I logged into that system and all my points are gone. And I did call Rakuten customer service before I filed this complaint and I was transferred back and forth and no one could help me with the issue.

    Regards,

    *** ***

    Business Response: Hello, 

     
    Thank you for your reply regarding Rakuten order number ********. 
     
    I am sorry that the information we had provided in our previous contact was not acceptable. I have re-reviewed this matter and will regrettably still not be able to reinstate the requested 9800 points. 
     
    Per our most recent contact, we had provided you updated information regarding the conditions of the Rakuten Super Points program, visible at the following page: 
     
    http://www.rakuten.com/ct/Rakutensuperpoint/default.aspx 
     
    Per section 3 of this page, promotional Rakuten typically have shorter than average expiration periods, and do not renew. Your points' expiration date was 11/18/13, in accordance with this information. Per the included section, customers are also advised to please check the banners and event pages of the unique offers for more information. 
     
    We apologize that the points had expired prior to the expected time, however due to the posted information for Rakuten Super Points, we will not be able to reinstate the points. If you have any further questions, please contact Rakuten and we will be glad to help. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support 
     
     

    2/13/2014 Problems with Product/Service | Read Complaint Details
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    Additional Notes

    Complaint: received sharp tv defective out of box, company purchase from passed to another seller. neither company will refund $ or replace defective sharp tv 10/14/13 purchase sharp lc-70le857u tv from Rakuten.com. 10/30/13 rakuten.com charged my charge card $2699.00. received tv on 11/12/13, installed on 11/14/13 out of box this tv has a defective screen and sound. notified rakuten on 11/15/13 of defective unit, with info about defect. was sent a message that the company they passed this sale to (powersellersnyc) will not allow a return of a tv over screen size of 20". was told must contact the mfg (Sharp).Sharp sent Norman Electrnic Rep to verify defective tv 11/27/13. Sharp case #7813070 Contacted mfg, was told would not exchange defective tv with new, must except a refurbish tv and that they do not have a replacement as of 12/11/13. 12/12/13 contacted company i purchase tv from Rakuten with this info was told would not refund or replace tv. I have all dates, times of conversations with each company who talked with if this information is needed. I am also contacting my charge card company to file a disputed claim. Currently the tv is still a my address 44 meadow creek dr, arnoldsville,ga 30619, I have all package parts so i can return whenever I received a replacement. below will be all info concerning sale. Rakuten.com order #71892175 date of sale 11/14/13 date $ charged to cc card 11/30/13 date recieved tv 11/12/13 date 1st notified rakuten of defective tv 11/15/13 Sharp Aquos LC-70LE857U serial #309827529 Paid with cc Citi MasterCard Amount $2699.00

    Desired Settlement: need help with echanging defective tv with a new replacement

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm that we had reached out o the marketplace seller PowersellerNYC, and provided you with their most recent update on 12/18/13. In the seller's contact, you were advised that the manufacturer should assist you with obtaining a new replacement. The seller had asked that you reach back out to Sharp, and that if you needed further assistance, the seller had also provided you their email address. As of 2/5/14, we have not received any updates from the customer regarding this matter, or reporting further issues. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    2/13/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I bought a book from them on Ebay. In their ad for the item, their return policy stated that they would issue a full refund within 30 days if I wanted to return it. It turned out that the book was not what I was looking for, so I contacted them to initiate the return process, but they refused to honor their return policy as described in the listing for the item.

    Desired Settlement: I'd like my money back, as promised in their return policy.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm a return was accepted, and that the item has been sent back for a refund. We submitted a refund for the order but processing was unsuccessful, as a hold has been placed on the PayPal transaction. 
     
    In light of the hold placed on the PayPal transaction, our customer service department is not currently able to process the refund. In order to resolve this, please follow up directly with PayPal, as they will be in the best position to assist you. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    2/10/2014 Delivery Issues | Read Complaint Details
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    Additional Notes

    Complaint: Company claimed to ship packages within 1-2 days. Placed an order through their site, item did not ship for 13 days. Made multiple attempts to contact them by phone and by e-mail to cancel the order, and not a single attempt to contact me was made. Never heard back from them at all. Over the last two weeks, I have tried to cancel the order several times, and now the package magically mails out TODAY. They never contacted me with an explanation, they never acknowledged my request to cancel, and they have no way of cancelling your order or directly calling them (you put your number/e-mail into a form and they claim they will "get back to you", but never do).I spent $150 at their site and didn't even get as much as an e-mail from them when I tried to ask about my order.

    Desired Settlement: I want to cancel this order, get my money back, and never deal with this company again.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    We have reached out to you via email, in light of the issues you had encountered. In our contacts, sent on 1/27/14 and 1/29/14, we offered a $20 partial refund as an apology for the communication and shipment delays. If this was not preferred, we had also asked for more information, in order to proceed with having the item returned. 
     
    As of 1/31/14, we have not yet received a response. If you would like to proceed with either of these options, please reply to these contacts, and we will be glad to proceed accordingly. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    2/10/2014 Problems with Product/Service
    2/7/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I have been a customer of rakuten.com (previously buy.com) since December 2000. Today after not being able to log into my account at Rakuten.com I contacted the customer service via email. The customer service responded that I do not have (and never had)an account. I found their phone number and contacted them directly. The customer service gave me the same response - that I never had an account. After talking to a manager who checked at an older order number the manager found that there is a different email associated with the account (somebody clearly hacked into their system, changed my email address on the account and I was not notified at my original email address of that change!).I contacted my credit card company and found out that there were 3 charges from rakuten.com/buy.com over the last few days (fraudulent). The credit card company will take care of the issue but I want to make sure somebody investigates the issue at rakuten.com as the company is not willing to address it. I hope BBB can look into it as many customers may be impacted by the problem. Thank you,**** ******

    Desired Settlement: That a proper investigation of the problem occurred. I would also like to get apologies from the company - at this point they cancelled my account without any investigation. I want to understand what information about me was stolen as a result of the incident.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding your account. 
     
    I am very sorry for the inconvenience encountered with your Rakuten.com Shopping account. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm that you had contacted our customer support department previously. Per our records, I understand you were advised to please contact our Verification team by calling 877-880-1030, and asking for this department. In order to follow up regarding the status of this matter and inquire for more information, please contact this department via phone, as they will be in the best position to assist you. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    2/6/2014 Problems with Product/Service
    2/5/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: Order ********* bought the PC video game Arkham Origins from Rakuten. The product they sent me was defective in that it did not have an activation code, making it useless. I returned it for an exchange, and the new one they sent me had the same defect. I did a little google research and apparently this has been a common problem with this game.Rakuten now refuses to do anything about it, sticking me with the defective product they sold me.

    Desired Settlement: I want a refund, not yet another defective exchange.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order numbers ******** and ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirmed that our personnel reached out to the manufacturer for your affected item. The manufacturer confirmed to us that they would reach out to you via email to resolve the issue, and we notified you of this on 1/22/14. If the manufacturer was not able to make contact with you, we had also provided you with their contact information for direct outreach. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    2/4/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: On 12/6/2013 Order # 72576862 Issue # 131219-000709 I ordered a RC Helicopter from Rakuten.com who was selling the item for Tomtop. I received the a defective Helicopter. I contacted Tomtop according to Rakuten.com policy. Had a Hard time getting Issue corrected.. I contacted Rakuten.com com for help. They help with a compromise. I ordered a Flash Light from Rakuten.com from Tomtop site that they requested. Then sent Tomtop the new Order # ******** and they would correct the order to send a New Helicopter. I did received another Helicopter. This one was defective also.I contacted Rakuten.com on 1/15/2014 on order # ******** Issue # 140115-000302. through Email. They said that I would be contacted within 24 Hrs. no response as of 1-17/2014. I also contacted their help desk to call me back (now) according to their site. Waiting almost a hour with no response.

    Desired Settlement: I would like a complete refund of both orders. Plus free return shipping for defective Items.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order numbers ******** and ********. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    Rakuten has collaborated with the marketplaces seller of these orders on your behalf, and collected their response. We have now emailed you with the marketplace seller's return instructions, as well as a prepaid shipping label for the 2 items. We have also notified the marketplace seller of the label's return tracking number, and instructed them to process refunds for the items once returned. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

     

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

    1/22/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: In a message dated 12/16/2013 12:52:48 P.M. Eastern Standard Time, *************@mail.rakuten.com writes:Hello!You are the winner of our 12 Days of Giveaways Day 11 prize! You have won the Canon Powershot A1400 16 Megapixel Camera!!Please confirm your shipping address and we will get it out to you right away!Thanks and congrats!****** ******Executive ProducerBuyTV/BuyTV Services*************@mail.rakuten.com(o) 949.389.2170(m) 949.973.0841http://www.buy.tv/https://vimeo.com/buytvIn a message dated 12/20/2013 1:05:49 P.M. Eastern Standard Time, *************@mail.rakuten.com writes:Hi *****,I assure you your prize will be delivered! We just got your address confirmed on the 17th so that is when it was ordered. The person that ordered it was out of the office yesterday and today, so I am still trying to get tracking on it. I would probably expect it to arrive early next week, but I promise I will send you the tracking info as soon as I get it. Thank you for your patience! Best, ShereeFrom: *******************" Date: Fri, 20 Dec 2013 06:40:11 -0500To: ****** ****** *************@mail.rakuten.comSubject: Re: 12 Days of Giveaways Winner of the Canon Powershot A1400 16 Megapixel Cam...hi Sheree Martin cn you get me the tracking number because I have been a long time customer of Rakuten/Buy.com and over time have had issues getting items i have bought i won something after this win and i got it yesterday a speaker setIn a message dated 12/19/2013 12:16:35 P.M. Eastern Standard Time, *************@mail.rakuten.com writes:Hi!We are on the west coast so I didn't get your emails until this morning. I will send you the tracking info as soon as I have it.Best,Sheree Martin Executive ProducerBuyTV/BuyTV Services*************@mail.rakuten.com(o) 949.389.2170(m) 949.973.0841On Dec 19, 2013, at 9:00 AM, "******************" ****************** wrote:i send e mails with no replyIn a message dated 12/16/2013 12:54:18 P.M.

    Desired Settlement: In a message dated 12/20/2013 1:05:49 P.M. Eastern Standard Time, sheree.martin@mail.rakuten.com writes:Hi *****,I assure you your prize will be delivered! We just got your address confirmed on the 17th so that is when it was ordered. The person that ordered it was out of the office yesterday and today, so I am still trying to get tracking on it. I would probably expect it to arrive early next week, but I promise I will send you the tracking info as soon as I get it. Thank you for your paI

    Business Response:

    Hello. 

    Thank you for contacting Rakuten.com Shopping. 

    I am very sorry for the inconvenience encountered with this item, both regarding non-receipt, and the delay in providing you with a replacement. This is not a typical or ideal experience for a customer to have with Rakuten.com. 

    I now confirm that we have arranged for a replacement to be provided to you. The item has now been sent to you via UPS, with tracking number ******************. The item is not yet delivered, however you may obtain more information regarding your item's delivery by contacting UPS directly. 

    If you have any questions, or would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 

    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

     

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ******5, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

     

     

    YES CLOSE THE COMPLAINT

    1/17/2014 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Purchased an item for around Halloween of 2012. Never created an account, did not opt'in for emails. Since then, I have been inundated with spam emails. In February, I was able to contact the company, who sent me a screenshot "unsubscribing" my email from their lists. However, 15 months later, I am still getting spam.Now I can't get any response from the company.

    Desired Settlement: I want my information completely removed from Rakuten lists, not simply "unchecked" from mailing lists. I want no further communication, spam, or any other type of contact from this company.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten.com Shopping. 
     
    I am very sorry for the inconvenience encountered with regards to email contacts. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    We have submitted a request to have your email address removed from receiving promotions and updates from Rakuten.com. The estimated processing time for this request is 1 to 2 business days. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    1/15/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a bird house from Rakuten.com on November 25th (so nearly a month ago). They assured me the item would ship in under 2 weeks. I waited around, thinking that maybe the weather had delayed the mail or something. I went back to check the confirmation email, and apparently they shipped my order to the wrong address. It is my old address, that I guess my bank account is still registered to, but not the one I specified as the shipping or billing address. And when I did try to track my order anyway, the site wanted me to log in, but when I tried it said my account did not exist. The email was not registered. Yet when I tried to create a new account it said the email was being used. I could not track my order. I then waited on hold with customer service for over a half an hour just to be told they couldn't refund the order since it had been shipped. The corporate office would contact me within one business day about it, but a refund wasn't likely. I payed them, they shipped to the wrong address, its been almost a month and I haven't received what I ordered, and wanted in time for Christmas. I would at least like a refund so I can purchase the birdhouse on another site.

    Desired Settlement: I would like the full purchase price (total cost of the order including shipping) refunded to me, so I can try to buy it somewhere else in time for Christmas.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that we'd received your previous contacts, and that on 12/17/13, we submitted a full refund of $25.61. This should have processed and reflected shortly after, according to your method of payment's processing time. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    1/13/2014 Delivery Issues | Read Complaint Details
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    Additional Notes

    Complaint: I place an order on December 11th, the shipping time estimates that it should be delivered within 5-8 days. It is over that time period and I have emailed twice and called once but have not received any responses to my inquiries regarding the status of my package (they claim to respond to emails within 24 hours). The status online says it is still processing, so does that mean it is back ordered? Has been processing for 12 days? Tomorrow is Christmas Eve and I won't have gifts for some people. This is ridiculous. I waited well over a half hour to talk to someone. I want my money back or a package at my front door tomorrow. Horrible customer service, there is no adequate reason as to why I have not been contacted and if it is back ordered I should have been notified.

    Desired Settlement: Refund. Money back. I would rather shop somewhere else that returns customers emails and calls. OR delivery tomorrow.....hahaha

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm that a cancellation had been requested in our system on 1/2/14, but was not yet completed. I have now approved the cancellation on 1/6/14, so that we may submit a refund, and the items will not ship. Your refund should process within 1 to 2 business days, and reflect on your original method of payment per its respective processing time. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    1/10/2014 Delivery Issues | Read Complaint Details
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    Additional Notes

    Complaint: I placed an order for a stuffed lamb on November 7th through the Rakuten.com website. After two weeks and no delivery, I was told the product was shipped on November 21st. I am still not in receipt of the product even thought the company provides tracking delivery confirmation. The company takes no responsibility for the delay or lack of product receipt. Please see the email correspondences below:The only tracking number through the US Postal Service shows delivered in Long Beach, CA.Regards,********* Tracking Number: ************************** deliveredProduct & Tracking InformationPostal Product:Package ServicesFeatures:DATE & TIMESTATUS OF ITEMLOCATIONNovember 26, 2013 , 1:48 pm Delivered LONG BEACH, CA 90814 November 26, 2013 , 8:46 am Arrival at Unit LONG BEACH, CA 90804 November 25, 2013 Electronic Shipping Info Received ________________________________________From: ********* ***** [*************@bestservicestores.com] Sent: Monday, December 09, 2013 5:22 AMTo: kimCc: BBB of New Jersey OnLineSubject: RE: RefundsHello,I apologize again for any issues caused. The order shows delivered through the US Postal Service on the 26th of November. Since it was delivered to an apartment number is there a parcel locker that must be accessed?Regards,********* Tracking Number: ************************** deliveredProduct & Tracking InformationPostal Product:Package ServicesFeatures:DATE & TIMESTATUS OF ITEMLOCATIONNovember 26, 2013 , 1:48 pm Delivered LONG BEACH, CA 90814 November 26, 2013 , 8:46 am Arrival at Unit LONG BEACH, CA 90804 November 25, 2013 Electronic Shipping Info Received ________________________________________From: *** [***************@yahoo.com] Sent: Sunday PAYPATransaction DetailsExpress Checkout Payment Sent (Unique Transaction ID #*****************)Original Transaction Date Type Status Details Amount Nov 7, 2013Payment To Rakuten.com Shopping Completed ...-$19.61 USD Related Transaction

    Desired Settlement: I would like an immediate refund or an immediate and expedited (two day or less) replacement of the product.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding your recent order. 
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm that a full refund was submitted to your method of payment on 12/15/13, for the amount of $19.61. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    1/10/2014 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered an item from Rakuten.com on 12/2. By 12/9, the order still was listed as processing on their website. My credit card was charged on 12/2. Unfortunately, customer service has refused repeated requests to respond to me via email, even though their automatic email states that they will get back in 24 hours. I also requested a phone call using their website system, and they did not respond. They do not offer anyway of canceling an order online either, so they have my money, have not sent me my product, and refused to answer any questions about it.

    Desired Settlement: I want them to cancel my order immediately.

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter, and confirm you order has been cancelled on 12/9/13, per your contact to our customer service department on the same date. You should not be billed for this item, and the authorization placed on your method of payment should drop off according to its respective processing time. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    1/8/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Ordered a item online, after completing the order found that there site used my old address even though I checked out with Paypal which has my current address. Reported the problem immediately through the sites email as directed. Received a return email stating that they will get back to me soon. Next day got a email from someone stating that the item had shipped and that I should wait until the item is returned if it does at all get returned. Waited a week and sent another email but never received a reply. Found a 800 number to the business and called. Sat on hold for over 40 minutes. Called back later when I had more time and used a order extension instead of a product problem extension and got right through to someone. Unfortunately that didnt help and the lady had to transfer to a extension where apparently everyone was sleeping. Waited on hold again for another 30 minutes and gave up. At this point im not sure what to do to resolve my problem. My order was placed on November 22nd and its now December 15th. I dont have time to baby sit this company to have them do business the right way.

    Desired Settlement: Order #******** cost me $26.75

    Business Response:

    Hello. 
     
    Thank you for contacting Rakuten regarding order number ********
     
    I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. 
     
    I have reviewed this matter and confirm that we issued a full refund to you on 12/22/13. This was to your original method of payment, and should have reflected shortly after according to its respective processing time. The refund amount was for $26.75. 
     
    If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. 
     
    Sincerely, 
    Rakuten Customer Support

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ***** ******

    1/3/2014 Problems with Product/Service | Read Complaint Details
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    Additional Notes

    Complaint: I order the wrong item and tried to cancel within the 15 min and their system wouldnt let me....I contacted customer service and they told me that it was to late and to contact seller....I tried to contact seller at *********2 and the #is a non working number....I contacted Rakuten to let them know how were they able to contact seller if i couldnt get threw...They said they were gonna email them....I asked how could you do business with someone whos number is disconnected and they said email...I told them i felt like im being scammed....I also google the company but nothing is correct bout them....I said i order through Rakuten and why couldnt they just cancell the order...my order# **********

    Desired Settlement: I want my $55.00 dollars back and order cancelled

    Business Response:

    Hello,

     

    We apologize for the delay in responding to this complaint. We were having difficulty locating the account information attributed to this BBB office. With regard to the customer complaint. The end-customer has returned the product and as of December 13th a full refund has been issued back into the customers original method of payment.

     

    Please feel free to contact us if you have any questions or concerns.

     

    Sincerely,

     

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

    Rakuten.com Customer Support

    1/2/2014 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I placed an order from Rakuten.com. I paid for my order through Paypal just as I do numerous times a week for other merchants. Everything was fine until I received an email from Rakuten containing erroneous shipping information. They have shipped the item to an address that is not my current address and has not been for over one year. I still do not know how they got this address since Paypal has all of my current information and has for a year now. I have not problems with any other merchants regarding shipping address. I immediately contacted Rakuten and they refuse to work with me in any way to stop this shipment, get the delivery address changed, etc. I was even wiling to pay an additional delivery fee to get this done. This is a very important Christmas gift. I have contacted the UPS (the shipping company) and they say Rakuten has to request the delivery change. Rakuten refuses to help.

    Desired Settlement: The item is being shipped to a home for men recently out of prison and I do not have faith that my item will be returned to the merchant. I have asked Rakuten to replace the item or modify the delivery information so that the package can be redelivered to my current address.

    Business Response: Hello, 

     
    Thank you for contacting Rakuten regarding order number ********. 

    I am very sorry for the issues you have experienced, and that your order was not shipped to the correct address. This is not a typical or ideal experience for a customer to have with Rakuten, and I apologize for the inconvenience. 

    I have reviewed this matter, and confirm that this issue was previously escalated to our customer support staff, and that a full refund was submitted on 12/17/13. This was processed within the same business day for $38.05, and should reflect on your original method of payment shortly.

    If you have any further questions, or if we can be of any assistance, please contact Rakuten and we will be glad to help. Thank you very much. 

    Sincerely, 
    Rakuten Customer Support 

    12/19/2013 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: This website is not trustworthy. I had ordered a **** ****** on Nov25 and after waiting for a week the order status is changed to cancelled. They cancelled my order without my consent and their customer service is awful. After waiting on call for 1hour a representative attended my call to say they can do nothing. Since those were thanksgiving deals I trusted the website and didn't order the product from elsewhere. Now since the deals are gone, I am hopeless that I can buy the **** ****** now. This website is non-sense, and the marketplace seller are worse. If you want to be safe on the online product shopping please look for ****** as trusted seller never buy from ***********. Crappy Customer service ... minimum wait time is at least an hour... If you wish to deal with such a customer service

    Desired Settlement: Order #*********. At least $*** to compensate for my losses and inconvenience caused to me. 2. Other open option will be to provide me the same product at the same price that I had ordered.

    Business Response: Hello, 

     
    Thank you for contacting ******* regarding order number ********. 

    I am very sorry for the issues you have experienced regarding this order, and that the original order could not be fulfilled. This is not a typical or ideal experience for a customer to have with *******, and I apologize for the inconvenience. 

    I have reviewed this matter, and confirm that in response to the cancellation, we collaborated with you to price match the item. You had placed a new order on *******, for the same item at a price of $******. We then submitted a $***** partial refund, effectively matching the original price of $******* This refund was submitted on *******, and processed within the same business day. This should have reflected on your original method of payment shortly after, according to its respective processing time. 

    If you have any further questions, or require further assistance, please contact ******* and we will be glad to help. Thank you very much. 

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

    Consumer Response:

     

    ****** ******** ******:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be acceptable to me.  I consider this complaint resolved.

    Regards,

    ***** *****

    11/29/2013 Problems with Product/Service
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    11/12/2013 Problems with Product/Service
    11/11/2013 Advertising/Sales Issues
    11/4/2013 Problems with Product/Service
    10/30/2013 Problems with Product/Service
    10/22/2013 Problems with Product/Service
    10/22/2013 Billing/Collection Issues
    10/21/2013 Problems with Product/Service
    10/10/2013 Delivery Issues

    Customer Review(s)

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