Complaints

This profile includes complaints for Rakuten Canada Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rakuten Canada Inc

  200 - 4881 Yonge Street North York, ON M2N 5X3

• 

  Rakuten Canada Inc

  805 - 90 Eglinton Ave E Toronto, ON M4P 2Y3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:14/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a transaction with ** ****** using a Rakuten coupon on May 18th, 2025. Rakuten promised a 20% cashback on my ** order of $2,500.
  
  Over a month later, Rakuten is refusing to give me the cashback I earned through a valid transaction following their full terms and conditions. The back and forth with them has been leading nowhere so far.
  
  Full details and exchanges provided in the attachments.

  Customer Answer

  Date: 16/07/2025

  Please note that the business finally gave me the cash back they had promised.
  
  This case can be closed. 
  
  Thank you, 
  ********* *******

• Initial Complaint

  Date:24/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint against Rakuten Canada is about a delayed cashback related to a purchase made online on **** ************ Canada. The cashback, initially promised as part of a promotion, remains unfulfilled despite my repeated efforts to follow up.
  
  On May 5th, 2025, I completed a qualifying purchase online on **** ************ Canada through the Rakuten platform, expecting to receive a 15% cashback as advertised. The purchase was made in full compilance of their terms of services, e.g, not using unrecogized coupon code or employee/student discounts etc. On May 8th, I made the initial follow-up and Rakuten claimed that the cashback would be processed within a 45-day period once **** acknowledge the order. However, that period has passed since yesterday, June 22, 2025 and I still haven't received any resolution yet.
  
  I have contacted Rakuten customer service multiple times, only to receive templated responses claiming that they are waiting for confirmation from ****. Despite assurances that this issue would be resolved promptly, I have received no meaningful updates or resolution. It's jarring that they constantly run appealling-on-the-surface promotions with third-party merchants but lack the capability to estability a reliable mechanism to get confirmation regarding customer's order, this lack of transparency and accountability is frustrating and undermines the trust I placed in Rakuten’s services.
  
  I am requesting BBB’s assistance to ensure Rakuten fulfills its obligation to process and issue the promised cashback. All supporting documentation, including transaction records and communication with Rakuten, can be provided upon request.
  
  Thank you for your attention to this matter.

  Business Response

  Date: 03/07/2025

  Hello ****,

  Thank you for your patience. We were able to reach out to **** again and get this credited for you. If you need any further assistance please reach out to Member Services. 

   

  Customer Answer

  Date: 03/07/2025

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

• Initial Complaint

  Date:16/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Rakuten regarding the inactivation of my account, and the forfeiture of a confirmed cashback balance of $8,162.70, which was scheduled for payout on August 15th.
  
  I have been a loyal Rakuten customer for approximately three years, during which I have consistently made legitimate purchases through their platform, spending over $100,000 in total. The current accumulated cashback is entirely from these valid transactions.
  
  In early June, I invited two colleagues to join Rakuten, anticipating a $60 referral bonus for each. Due to my colleagues not having personal laptops readily available, they, with my knowledge and permission, accessed their newly created accounts and completed their initial purchases using my laptop. We all received the referral bonuses initially, but these bonuses subsequently disappeared. When I proactively contacted Rakuten customer service to inquire about this, my account was unfortunately inactivated a few days later, with "abuse of referral program" cited as the reason.
  
  I understand that using the same device for multiple new accounts, even with good intentions, may have been misinterpreted or could inadvertently violate Rakuten's terms regarding fair program use, particularly concerning referrals or account creation. However, my sole intent was to introduce my colleagues to a platform I genuinely value. I have never engaged in any other activities that could be considered abusive, and all my accumulated cashback of $8,162.70 stems from my own legitimate purchases.
  
  I respectfully request the BBB's assistance in escalating this issue with Rakuten. I seek either:
  
  The payment of the $8,162.70 owed to me on August 15th, representing my confirmed cashback earnings from valid purchases.
  The reactivation of my account, with a clear understanding of what specific actions led to the deactivation and a firm commitment from my side to strictly adhere to all Rakuten policies in the future.

  Business Response

  Date: 24/06/2025

  Hello ****,

  We are able to verify that someone from our Accounts Department was able look into this for you and address your concerns. Please reach out to Member Services if you need any additional support. 

   

  Customer Answer

  Date: 24/06/2025

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

• Initial Complaint

  Date:23/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a cashback offer from Rakuten for 12% cashback that was promised on the two appliances that we purchased from ** ********** ****** through Rakuten. We received 3 emails from Rakuten confirming the cash back amount but have not received this cashback yet.
  
  We factored in the cashback as part of the total cost when purchasing the appliances from **. Now that we haven’t received the cashback, the appliances ended up costing us about $400 more. Had we known that Rakuten and ** ********** ****** are engaging in ********* and misleading marketing practices, breach of promise, drip pricing, we would have never went ahead with the purchase and opted for a different retailer.
  
  According to Rakuten, the cashback has not been credited because ** ********** has not yet confirmed the transaction. I have followed up with Rakuten several times, and each time, they have stated that they cannot issue the cashback until they receive confirmation from ** **********.
  
  We also made a request to ** ********** to promptly approve the necessary confirmation with Rakuten so that we can receive the cashback of approximately $400, as initially promised. However, they never responded to us.
  
  Products Purchased:
  ** 25.5 Cu.Ft, French Door Refrigerator Slate- ********** ** 30" Slide-In Convection Gas Range with No Preheat Air Fry Slate - *********** ** ********** Order Number : ********
  Order Date : 2024-12-03
  Amount : 3359.83 CAD
  Rakuten Member Id : *******
  
  Emails from Rakuten on December 4, 2024 for purchase transaction with ** **********:
  1. Congratulations, ******!
  You just earned $171.31 Cash Back
  2. Congratulations, ******!
  You just earned $228.46 Cash Back
  
  In total, we should receive $399.77 from our purchase with ** ********** made on December 3, 2024.
  
  Attachments:
  3 emails from Rakuten confirming cashback amounts
  ** ********** ****** order confirmation

  Business Response

  Date: 31/05/2025

  Hello *****,

  We are sorry to hear you had this issue. We have reached out to ** regarding this purchase and have yet to hear back. As stated on our on our Terms & Conditions, that you agreed to upon becoming a member, if an Affiliate Store fails to report a transaction to Company or fails to make payment to Company for any reason, Company reserves the right to cancel the Cash Back associated with that transaction.

  https://*****************************************

  Even though Rakuten has not been able to confirm that ** will pay for this purchase, we still were able to add a $100 bonus to your account for any inconvenience. We still have an inquiry open with ** for review regarding this claim. We hope that they will be able to review and approve the claim for you. If they do, the Cash Back would be added to your account automatically. 

  If you have any questions, please reach out to Member Services directly so we are able to discuss this matter with you further personally. 

   

  Customer Answer

  Date: 08/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We received three separate emails from Rakuten confirming that we would be receiving cashback for this purchase. This situation is extremely disappointing and reflects no integrity of the cashback promises made to the customers. As a customer, I should not be required to follow up multiple times for an incentive that was clearly promised. This experience is misleading, and shows Rakuten's and ** ********** ********* practices.

  In Rakuten's email dated March 20, 2025, it was stated that ** ********** initially reported our cashback and later reversed it. If this was an error on ** **********' part, it is Rakuten’s responsibility to hold them accountable—not to penalize the customer by removing the cashback. We factored the promised cashback into our purchase decision, and the failure to deliver it has effectively increased the cost of our appliances by approximately $400. This issue is not the customer’s fault, and either Rakuten or ** ********** must take full responsibility for reimbursing the cashback.

  Furthermore, who will compensate us for the time and effort we’ve spent trying to get a resolution on this issue? We’ve invested considerable energy and frustration into following up on a promise that Rakuten clearly committed to in writing. This ongoing process has cost us both time and trust, which should be acknowledged and addressed.

  I expect this matter to be resolved as a priority by Rakuten. Rakuten must take ownership of the situation—whether by working with ** ********** or honoring the cashback directly. I am demanding the full reimbursement amount as originally promised in Rakuten's communications, along with compensation for the inconvenience this has caused.

  Sincerely,
  ******
  
  

  Business Response

  Date: 18/06/2025

  Hello ******,

  We have looked into this further for you and ** has confirmed that credit for the sale went to another party as you used a promotional code from **********. We have been informed that this information has been relayed to you as well. It is not possible to stack promotions with competitors and Rakuten. The $100 bonus additionally from Rakuten is the best that we will be able to offer and now consider this inquiry closed. 

  If you have any questions please reach out to Member Services with Rakuten so you can be assisted directly. 

  Sincerely,

   

  Customer Answer

  Date: 27/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As has been reiterated multiple times, we received three
  separate confirmation emails from Rakuten explicitly stating the cashback
  amount associated with this transaction, copies of the emails were provided previously with the initial complaint.

  These confirmations gave us every reason to believe that the
  cashback was guaranteed. Relying on those assurances, we completed the
  purchase—only to later suffer about $400 financial loss when the cashback was
  not honored by Rakuten.

  It is extremely troubling that Rakuten can issue
  multiple confirmations of cashback and then unilaterally revoke them.
  This constitutes false or misleading representations and *********
  marketing practices under the Competition Act. According to Canadian
  law, such actions can result in penalties of up to $10,000,000 for a
  first offense, and up to $15,000,000 for repeat offenses, when committed
  by corporations.

  Whatever internal arrangements exist between Rakuten and
  third-party sellers such as ** are not the customer’s concern. What is relevant—and binding—is the promise Rakuten made directly to us. Rakuten
  must be held accountable for honoring the commitments it communicated to
  its customers.

  Furthermore, customer complaints and experiences clearly
  show this is not an isolated incident. Rakuten has a pattern of engaging
  in these ********* practices, suggesting a systemic issue rather than an
  exception.

  Here is the official link to the Competition Bureau’s guidelines on this matter, under which this situation clearly qualifies as false
  or misleading representations and ********* marketing:
  https://***********************************************************************************************************************************************************************

  Despite repeated outreach, our direct and valid questions
  remain unanswered. We will reiterate them:
  1) If the
  purchase was not eligible for the cashback advertised by Rakuten, why
  were three separate emails sent to us confirming the cashback amount?
  2) If the
  cashback was confirmed by Rakuten multiple times, why was it later
  denied?
  3) Why is
  Rakuten engaging in what amounts to false or misleading representations
  and ********* marketing practices?
  4) Why
  have all our direct questions been ignored, and why is Rakuten attempting
  to dismiss valid concerns rather than taking responsibility and correcting a clear wrongdoing?
  

  We once again demand that Rakuten:
  1) Honor
  the originally confirmed cashback amount,
  2) Provide
  compensation for the time, stress, and mental distress caused by this
  unacceptable conduct, and
  3) Acknowledge
  responsibility for this wrongdoing.
  

  Lastly, Rakuten stating that "the file is closed"
  is entirely irrelevant. You cannot absolve yourself of responsibility
  for engaging in ********* business practices simply by unilaterally closing a
  case. Doing so only compounds the damage and further highlights the absence of
  accountability.
  

  We expect an immediate and meaningful resolution. If Rakuten
  continues to disregard this matter, we will be forced to escalate it formally
  to the Competition Bureau and pursue other legal remedies available under
  Canadian consumer protection laws.
  

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

   

• Initial Complaint

  Date:16/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made purchases through Rakuten and Rakuten was supposed to provide a cashback. Cashback amount was reflected in Rakuten account accurately and Cashback date was supposed to be paid on 5/16/2025 via ****** and I was expecting a cashback of 199.30 cad.
  
  But today when I logged in to an Rakuten account Cashback was not reimbursed instead payment date was pushed to 8/16/2025.
  
  I have seen many complaints about other users saying they keep doing that. I also contacted a business but did not yet get any response.

  Business Response

  Date: 16/05/2025

  Hello ******,

  Thank you for contacting us. We apologize for any confusion this may have caused. We are in the process of sending you a payment early as a courtesy. We're able to process these payments within 5-7 business days to accounts in good standing.

  Please keep in mind, Rakuten pays out members quarterly for Cash Back earned from the previous quarter. Our system automatically will display the next possible payment date even if you would not qualify for a payment yet. 

  In order to have been able to qualify for a May 2025 payment, you would have needed to earn more than $5 in Cash Back before March 31st. It appears that your purchases were both made after that date which is why you did not receive a payment automatically. 

  This information can be found here:

  https:/*******************************************************

  All future payments will follow the normal payment schedule. Please make sure to check the page so you have proper expectations regarding Cash Back payments and eligibility. 

  Please contact Member Services if you need any further assistance and they will assist you as soon as they are able.

• Initial Complaint

  Date:27/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,
  
  I am filing a formal complaint against Rakuten due to the unjust termination of my account and the refusal to issue the cashback I rightfully earned.
  
  I have been a Rakuten user for a significant period, using the platform to earn cashback on my legitimate purchases. Recently, Rakuten deactivated my account without a clear explanation and denied my pending cashback.
  
  I registered my account using my personal email and followed Rakuten’s terms and conditions. Additionally, my family members also had their own Rakuten accounts, each using separate email addresses and making independent purchases. However, Rakuten closed all related accounts, claiming a violation of their policies without providing specific details.
  
  Rakuten closed my account without giving a clear reason. When I contacted their support team, they responded with vague statements but failed to provide any concrete evidence of wrongdoing. I have never engaged in fraudulent activity or violated their terms of service.
  
  The cashback I earned was from legitimate purchases made through Rakuten’s platform. Since the purchases were completed, and Rakuten has likely received commissions from the merchants, it is unfair for them to withhold my earned cashback. Rakuten has refused to release the cashback without any legal or policy-based justification.
  
  Rakuten’s customer service has been unhelpful and unwilling to provide a reasonable explanation. Rakuten has refused to provide any proof of policy violations, making their actions seem arbitrary and unfair.
  
  Rakuten’s actions raise serious concerns about their business practices. Deactivating accounts and withholding earned cashback without clear justification is deceptive and unfair to consumers.
  
  I kindly request the BBB to investigate this matter and assist in ensuring Rakuten adheres to fair business practices. I appreciate your time and assistance in addressing this issue.

  Business Response

  Date: 01/04/2025

  Hello *****,

  As stated in our Terms & Conditions that you agreed to upon becoming a member, we reserve the right to investigate any purchase transactions, referral activity, or interaction with any Company Property that we believe, in our sole discretion, is abusing or has abused the Program. We reserve the right to rescind any Cash Back, bar further Cash Back awards and/or bonuses, and/or terminate any Member Account that we believe, in our sole discretion, is abusing or has abused the Program, including, without limitation, by engaging in a pattern of returning products after the corresponding Cash Back has been credited or making fraudulent referrals by creating multiple Accounts.

  Multiple Accounts created under the Refer-A-Friend Program with the same name, address, email address or other identifying feature may be flagged as fraudulent referrals.

  Any failure to comply with this Agreement, any fraud or abuse relating to the accrual or receipt of Cash Back or other rewards and bonuses, or any misrepresentation of any information furnished to Company by you or anyone acting on your behalf may result in the termination of your Account and forfeiture of any accrued Cash Back rewards.

  If Company has any reason to suspect fraudulent activity is associated with your Account, Company reserves the right to delay or withhold payment of Cash Back.

  Any suspected or actual cases of fraud activity will be escalated and reviewed in accordance with our fraud process. Company decisions are final.

  https://*****************************************

  Due to our findings, we have ended our relationship with you and any Cash Back has been forfeited as agreed to in the terms agreed to when joining our program. 

  Customer Answer

  Date: 01/04/2025

  
  
  Complaint: 23119334
  
  
  
  I am rejecting this response because:

  Dear Better Business Bureau,
  
  I appreciate Rakuten’s response, but it does not address the core issue of my complaint. Their reply is a generic statement citing their Terms & Conditions, yet they have failed to provide any specific evidence or details to justify their decision.
  
  Key Issues with Rakuten’s Response:
  1. What exactly am I being accused of?
  • Rakuten claims that I engaged in fraud, but what fraud did I commit?
  • I have never received any referral bonuses from Rakuten, so I could not have abused the Refer-A-Friend program.
  • I made legitimate purchases expecting cashback, yet Rakuten refused to issue my cashback and terminated my account without explanation.
  • If I were committing fraud, wouldn’t I have actually benefited from Rakuten? Instead, I have never gained anything from them.
  2. Rakuten took commissions from merchants but refuses to pay my cashback
  • The merchants I shopped with have already paid Rakuten a commission for my purchases.
  • Rakuten profited from my transactions but is now refusing to pay me the cashback that I rightfully earned.
  • This means Rakuten gets paid, but the consumer gets nothing. How is this fair?
  3. Rakuten has not provided any justification for their decision
  • What specific reasons did Rakuten use to determine that my account was abusive?
  • Which transactions, account details, or behaviors were flagged as violations?
  • Rakuten has refused to provide clear answers to these questions. Instead, they simply cite their Terms & Conditions without explaining how I allegedly violated them.
  4. Lack of Transparency and Failure to Address My Concerns
  • My multiple requests for details on the alleged violations have been ignored.
  • Instead of answering my direct questions, Rakuten provided a generic, copy-paste response that does not address the specifics of my case.
  
  Rakuten is falsely accusing me of fraud while refusing to show any proof. Meanwhile, they have already collected commissions from merchants but refuse to honor their cashback commitments to customers. This behavior is deceptive and unfair. If anyone is committing fraud here, I believe it is Rakuten.
  
  I respectfully request that BBB follow up with Rakuten and ask them to:
  • Provide specific evidence of any alleged violations.
  • Explain why my cashback was forfeited despite my legitimate purchases.
  • Reconsider their decision if they cannot provide proof of wrongdoing.
  
  Rakuten’s refusal to provide transparency raises serious concerns about their business practices. Their actions are arbitrary and unfair to consumers who use their platform in good faith. I kindly request BBB’s assistance in ensuring that Rakuten upholds ethical and fair business practices.
  
  
  Sincerely,
  
  ***** **

  Business Response

  Date: 04/04/2025

  Hello *****,

  We apologize for any confusion. As mentioned several times in our previous response, we reserve the right to rescind any Cash Back, bar further Cash Back awards and/or bonuses, and/or terminate any Member Account that we believe, in our sole discretion, is abusing or has abused the Program. This includes, making fraudulent referrals by creating multiple Accounts. Multiple Accounts created under the Refer-A-Friend Program with the same name, address, email address or other identifying feature may be flagged as fraudulent referrals. 

  https://*****************************************

  In May of 2024 accounts were flagged for this same issue and we gave you a warning regarding our Terms & Conditions. In March of 2025 your account was flagged again for the same violations. 

  Due to the multiple violations and continued restricted behaviour, all accounts associated have been terminated and any Cash Back accrued has been forfeited.

  Our decision is final and this case is considered closed as no further action will be taken regarding your claim. 

  Sincerely,

• Initial Complaint

  Date:21/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Rakuten to buy ******* when they had 100% cashback on March 13. I used the Rakuten app to go to the ******* website. I fulfilled all the requirements to get the cashback yet nothing was reported. I tried to claim missing cashback via the app twice and I received no response and I tried to contact Rakuten separately twice and also received absolutely no response. I think that this is extremely unethical and I will be escalating this issue further and closing down my account shortly and filing a chargeback on my purchase.

  Business Response

  Date: 28/03/2025

  Hello *******,

  We are sorry to hear you had this issue. It appears from your screenshots, the Missing Cash Back form may not have been filled out all the way which can cause some problems trying to process requests correctly. We recommend making sure all the fields are filled out before submitting the form so we are able to properly investigate any missing Cash Back for you. 

  Today we were able to get this added for you. If you have any other questions please contact Member Services directly so we can personally assist you.

   

• Initial Complaint

  Date:10/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Rakuten Canada regarding a missing cashback payment for a purchase I made through their platform. Despite following all the necessary steps and meeting their terms, I have not received my cashback, and my attempts to resolve the issue have been unsuccessful.
  
  Details of the Purchase:
  Retailer: **** ************
  Order Date: November 25, 2024
  Order Number: *************
  Total Amount: $2,372.99 CAD
  Shopping Trip ID: *******************************
  Rakuten Member ID: *******
  
  I made this purchase through Rakuten Canada with the expectation of receiving cashback as advertised. However, despite waiting the required time and reaching out to Rakuten’s customer support, I have not received my cashback.
  
  I request Rakuten Canada to honor the cashback as per their policy and process the payment immediately. I would appreciate your assistance in resolving this matter.
  
  Desired Resolution:
  I would like Rakuten Canada to issue the cashback owed to me for this transaction.
  
  Thank you for your time and assistance.

  Business Response

  Date: 15/02/2025

  Hello ****,

  Thank you for your patience while we looked into this for you. We are sorry to hear you had this issue. We were able to verify that **** has verified the Cash Back for this purchase and it has been added to your account. If you need any further assistance, please reach out to Member Services directly. 

  Customer Answer

  Date: 24/02/2025

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

• Initial Complaint

  Date:14/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a monitor through **** using the Rakuten cashback program 30 Nov 2024. Cashback was not received after a week, filed a ticket with Rakuten (********), who advised wait 30 days. Waited until Jan 10, 2025, giving another 30 days, yet no cashback received. Sent all required information including a followup email and **** purchase order ************* and ***********, still not paid out. As this is quite a bit of money (approx $100) and minimal response from company, feels like very bad practice.

  Business Response

  Date: 17/01/2025

  Hello ****,

  We're sorry to hear that **** has not reported the Cash Back to us yet for this purchase. We have reached out to them and are awaiting confirmation before we are able to add the Cash Back to your account. Due to the higher than normal volume from the holiday season, we are experiencing a bit of delay in resolving cases like this. We are monitoring your case and will be sure to let you know as soon as we have any new information. 

  Since this is handled all internally between Rakuten and our affiliate stores, there will not be anything further you will need to do to expedite this process for you. 

  If you have any questions or concerns, please reach out to Member Services directly.  

• Initial Complaint

  Date:08/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a golf driver on **** **** website through Rakuten Canada link to get a 15% cash back on December 1st, 2024, but the cash back didn't show up after the order was placed. I sent the proof of the purchase with the shopping log to Rakuten Support email, and they told me that it will take some days to verify my order. However, it has been over a month and they do not respond to my emails anymore. They just ghosted me even though I emailed them over 5 times.
  Please help me get the 15% cashback.
  
  **** [********] First Name : *****
  Last Name : ***
  Store : **** ****
  ******* : *********
  Order Number : ***********
  Order Date : 2024-12-01
  Amount : 671.97 CAD
  Shopping Trip : ***********************************
  Member Id : *******
  Order Placed: Dec 02, 2024
  Order Number: ***********

  Business Response

  Date: 11/01/2025

  Hello *****,

  We're sorry to hear that **** **** has not reported this order to us yet. We did reach out to them and were awaiting for verification to add the Cash Back. Today as a courtesy, we were able to add the Cash Back to your account before getting a response. 

  Please be aware that we are not able to do this for every purchase. If we should need to contact a store again in the future, we will most likely need to wait to get a resolution before we are able to add any Cash Back for you. 

  Customer Answer

  Date: 11/01/2025

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