Business Profile

Online Shopping

Rakuten

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
BBB’s profile for Rakuten was created in May 2000. A review of complaints was completed in March 2025. Complaints on file state concerns of delays in receiving Cash Back.

Consumers are encouraged to visit Getting Paid and Rakuten Terms & Conditions (please see 7. Programs)

Complaints

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

Customer Complaints Summary

2,052 total complaints in the last 3 years.
645 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/26/2025
Type:Sales and Advertising 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 recently purchased a monitor through **** using the Rakuten add on, as I have many times before. I made sure the add on was active and thoroughly checked the rakuten **** terms to make sure none of the exclusions applied to my purchase. They did not, which meant my purchase should qualify for cash back. There was a special as well on the day I made the purchase for 15% cash back from ****, normally 2%, which partially gave me impetus to buy the item. The shopping trip instantly reflected in my Rakuten account, but displayed $0 pending cash back, with the reported subtotal from **** showing $0. This purchase was on 7/16/2025, and I immediately contacted Rakuten. They told me to wait 7 days to do something. So on 7/23/2025, I contacted them again and have since emailed them back and forth many times. They continue to come up with multiple different excuses as to why my purchase doesn't qualify for cash back, changing the reason each time I point out why the previous one doesn't make sense. All of the reasons they point out I have done in the past with no issues and received cash back. This is disgusting behavior, especially when I have used Rakuten many times with no issues. All I am asking for is my 15% cashback as promised on the correct subtotal. The subtotal on my order was $692.99.
Business Response
Date: 07/28/2025
Hello *******,
Please keep in mind that your transactions are secure and private between you and ****. When an order is reported to us as eligible, the store only shares the subtotal and the amount of Cash Back earned. This allows us to pass along Cash Back once we receive commission. In this case, the order was not reported to us as eligible so we requested the order confirmation from you to identify why.

Once you provided your order confirmation, we were able to see that a $30.00 coupon had been applied. On 7/23/2025, we informed you:
It has been determined that it was not credited to Rakuten due to the use of a non-Rakuten coupon/discount. As a result, Cash Back cannot be awarded for this purchase.
After you replied and stated that you did not use a coupon, we confirmed that we would reach out to the store on your behalf. As mentioned previously and clearly outlined on our website, using a non-Rakuten coupon typically voids Cash Back eligibility. Your order confirmation does show a coupon was applied, but we have still submitted an investigation to *****

Most stores respond within 10 business days, but some may take up to 45 days. We completely understand that this is a long time to wait. Please know were actively working on your behalf,and if **** does confirm that Cash Back is eligible for this order, we will promptly apply it to your account.

That said, based on the details in your order, we do want to set the expectation that the $30.00 coupon used will likely disqualify this purchase from earning Cash Back.

Thank you for your understanding and patience.
Customer Answer
Date: 07/28/2025

Complaint: 23658163

I am rejecting this response because:
Coupon was a discount automatically applied by the manufacturer. Maybe times I have used rakuten with manufacturer coupons or discounts applied and have still received the promised cash back. This is unacceptable. I will make sure to never use rakuten again should this not be resolved appropriately.

Sincerely,

******* ********
Business Response
Date: 07/30/2025
Hello *******,

As a courtesy, we are making an exception and adding Cash Back for this order to your account.

It looks like a coupon code or promo code was used that was not listed on Rakuten. Normally, using codes not listed on Rakuten would void Cash Back.

In the future, please make sure to only use coupon codes listed on the stores Rakuten page. For more information, please see our Help page: ***********************************************************************************

You will notice your order is now in a pending status while it is being confirmed for payment. The time required for Cash Back to become eligible for payment and become "Confirmed" varies by store, but typically takes ****** days from the purchase date. Find more information about order statuses at: **************************************************************************************************************************

Feel free to reach out to me if you still have any questions. Happy shopping.
Initial Complaint
Date:07/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rakuten abruptly deactivated my account without any prior notice or specific evidence. Their team claimed my account was linked to multiple others operated by the same person, which they allege violates their Terms and Conditions. However, they did not provide any proof, nor was I given the opportunity to clarify or appeal before they permanently closed the ********** the best of my knowledge, I have operated my account independently and honestly. The only related account may be that of a friend I referred months ago who signed up independently using a different name, address, and email. We are not the same person and do not share a device or ********************************* enforcement appears to rely on unclear internal assumptions about associations between users, possibly based on referral history or ******** I find this approach unfair, as I was not shown any violations or activity that would justify termination. Their responses were vague, and the final message encouraged me to use another platform rather than resolve the issue.
Business Response
Date: 07/27/2025
Hello *****,

We have found a number of accounts in violation of our site's terms related to yours. As a result, our risk department has suspended membership for all related accounts. Please review our terms and conditions: *****************************************************************************

We are not able to share the specific methods used in our fraud investigations, as they are proprietary and are intended to protect the integrity of our program. Any suspected or confirmed fraudulent activity is reviewed in accordance with our internal processes. Company decisions are final.

Thank you for your understanding.

Sincerely,
Customer Answer
Date: 07/28/2025
I am rejecting this response because it lacks any evidence or detailed explanation to support the decision. Despite my repeated requests for clarification and review, I received only generic and repetitive replies.

If your fraud detection system is indeed accurate, I would accept the outcome. However, I have done nothing wrong and was banned without any opportunity to explain or appeal. This treatment is unacceptable, especially considering I have been a loyal Rakuten user for over five years.

I am deeply disappointed by this experience and will share it publicly to help others be aware of how Rakuten handles customer concerns.

Business Response
Date: 07/28/2025
Hello *****,
While we do not disclose the specific methods we use to detect potential misuse or fraud, please know that Rakuten takes the integrity of our program seriously. We reserve the right to take appropriate action, including adjusting and/or ending the relationship, when activity is found to be in violation of our terms and conditions.
Thank you.
Initial Complaint
Date:07/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have called and tried the help center but have not gotten any help. I have tried many different ways to change my address. I moved two years ago and didn't remember to change it so have not been getting checks. When I type in the new address and hit confirm, I get a red error message that says" This address does not match a valid address" My roommate switched hers with no problem.
Business Response
Date: 07/24/2025
Hi ****,

Thank you for contacting Rakuten. At this time we are not supporting members over the phone. Emails sent directly to the ******************************************* email address will not be received by our *************** Team. If you need to contact us, please us our Help form: ************************************************************************************

We have located the email that you sent in with your new address. When we enter in the address that you have provided, our system is asking for an apartment or unit number. Can you please reply and confirm your the unit number attached to your address?

Sincerely,
Initial Complaint
Date:07/22/2025
Type:Delivery 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.
My order of $699.99 from ********* had an activated Rakuten 10% cash back. It was pending for about 2 weeks and now Rakuten claims that my order is ineligible because the exclusion they added AFTER MY PURCHASE now says "Cash Back is not available on ***********anda2x" which is what I bought. When I purchased the "***********anda2x" on JULY 8TH, Rakuten DID NOT have this exclusion listed for their cash back. I have a screenshot of this as well. You guys do not get to add a new exclusion AFTER people place an order and say it is not eligible. What kind of scam are you guys running here? Please add my cash back because you guys are clearly in the wrong here. You guys should only reject cash back for orders placed AFTER YOUR NEW EXCLUSIONS NOT BEFORE.
Business Response
Date: 07/23/2025
Hi *********,
As a courtesy, we've added the Cash Back for this Dyson order to your Rakuten account. You can view this Cash Back in your Rakuten account at this time.

Please note, our records show that this exclusion was added to our site at 8:13AM PST 7/8/25. We regret any inconvenience this may have caused.

sincerely,
Initial Complaint
Date:07/21/2025
Type:Service or Repair 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 having an issue with your employees trying to tell me that the purchase I made on ************** did not qualify for the 10% cash back on 7/19/25 which it blatantly does. I first spoke with someone named ***** who said "ALL" new releases were excluded from participating. Which was false, it said "SELECT" shoes were excluded. I made another order 1 hour after this one that I am inquiring about and it is the same exact shoe in another size and the $10 cashback is pending (screenshot is enclosed). I told ***** she apparently didn't know what she was talking about and that I no longer wanted to talk to her and wished to speak to a supervisor, and she claimed she added a $5 courtesy credit to my account (which was never added!). A pompous jerk named **** *. sends an email pretty much not looking into anything that I have stated and it's sticking behind what ***** said which was false. If it stated "ALL" in the exclusions as ***** lied and stated, I would gladly let it go. I'm owed my $21.50 point blank and period! Rakuten apparently steals little amounts of money from the customers as if we don't see it. Yesterday my account said I had $33.05, and now it says $32.82. This is something that happens all the time! Everything is enclosed in this complaint so someone could review it for thoroughly.
Business Response
Date: 07/22/2025
Hi ******,

As a courtesy to a Valued Member, we have added this order to your account. You can view this Cash Back in your Rakuten account at this time.

Cash Back is not available on select new releases/launches, Dunk, 'Panda' Dunks, **************** Air Force 1, all Yeezy and ********* This information can be found on our Finish Line page under Terms & Exclusions:

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

Thank you for your understanding.

Sincerely,
Customer Answer
Date: 07/22/2025
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:07/21/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 10, 2025, I made a $3,276.77 purchase from ******** through Rakuten.coms 10% cashback offer, expecting $327 back as a key incentive. I used my sole Rakuten account and complied with all listed terms and conditions.Shortly after the transaction, Rakuten suspended my account without notice or justification and later denied the cashback, citing the claim that I had "multiple accounts"a claim that is entirely false and unsubstantiated. I have not been presented with any supporting evidence, nor offered a formal appeal or dispute process.This is not an isolated case. Dozens of similar complaints on forums and Reddit involve high-value **** purchases through Rakuten being denied cashback with nearly identical vague reasoning. This suggests a systematic avoidance of large cashback payouts rather than isolated errors.Rakutens actions raise serious concerns under multiple consumer protection standards:1) Deceptive advertising Promoting cashback offers and then refusing to honor them post-purchase.2) Unfair business practices Denying rewards based on unverifiable accusations with no due process.3) Lack of transparency Failing to provide clear explanations or appeal mechanisms.These practices may violate:1) FTC Act Section 5, which prohibits unfair or deceptive acts in commerce.2) State consumer protection laws, including the Ohio Consumer Sales Practices Act.3) Basic principles of contract law, as Rakutens cashback terms form a binding agreement they have failed to honor.I have submitted complaints to the ************************ and Ohio Attorney Generals Office.I respectfully request the following:1) Payment of the full $327.67 cashback as advertised 2) Reinstatement of my Rakuten account 3) A clear explanation for the denial 4) Implementation of a transparent appeal process for consumers Sincerely,******* ****** ********************************* Transaction date: 7/10/25 / Order Number: **********
Business Response
Date: 07/22/2025
Hi *******,

We have found several violations of our program terms related to your account. Due to the abuse of our program, our risk department has ended your membership. You can view the terms of membership on our site here: ****************************************************************

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

Sincerely,
Customer Answer
Date: 07/22/2025

Complaint: 23630224

I am rejecting this response because:

This is a formal rebuttal to Rakutens recent response to my original complaint (refusing the $327.67 cashback owed and terminating my account). Their replystating vaguely that I violated their terms of membership and that company decisions are finallacks any specific evidence or documentation and is deeply troubling from a consumer protection standpoint.

1. No Transparency or *****************************start="738" data-end="741"> Rakuten asserts there were several violations and implies fraud but provides no details, evidence, or clarification. I have asked repeatedly for specifics, including what terms were allegedly violated, and have received none. I only had one account, followed all terms, and made a legitimate $3,276.77 purchase through **** using Rakutens 10% cashback link.

2. No Due Process or *************************start="1152" data-end="1155"> Their blanket statement that company decisions are final and their refusal to allow any appeal or dispute process violates basic principles of fair business conduct. I have been denied the ability to defend myself against vague accusationsa clear due process failure.

3. Pattern of *****************start="1461" data-end="1464"> There is substantial public evidence, including multiple user reports on forums like Reddit, that Rakuten routinely denies high-value cashback rewards for **** purchases under similar vague claims. This suggests a systemic practice of avoiding legitimate large payouts, not isolated enforcement.

4. Legal and ****************************start="1805" data-end="1808"> Rakutens handling of this situation may violate:
FTC Act Section 5, which prohibits deceptive and unfair business practices;
Ohio Consumer Sales Practices Act, which requires businesses to honor advertised terms;
Contract law, as Rakuten advertised cashback, accepted my qualifying transaction, and then retroactively denied payment.

I have submitted this case to the ********************* and the ************************ for further investigation.
Public Accountability & **************************start="2306" data-end="2309"> Given the absence of resolution and the repeated pattern of similar consumer reports, I am also preparing to share my experience publicly to my large following through my professional and social media platforms. This will be done factually and respectfully, supported by documentation, and framed as a consumer awareness effortnot retaliation. My goal is to inform others, encourage transparency, and advocate for fair treatment.

That said, I remain open to a fair and timely resolution directly from Rakuten, and I hope this BBB case can help facilitate that outcome without the need for further public escalation.

Request for Resolution:

A specific explanation of the alleged violation(s)
Reinstatement of my account (or at minimum, payout of the $327.67 cashback owed)
Implementation of a transparent, fair appeal process for future consumers
Rakutens refusal to provide transparency or honor their advertised offer is unacceptable and harmful to consumers.
I respectfully ask that BBB keep this case open and support accountability and fair treatment.

Sincerely,
******* ******
********************************************************
Transaction Date: 07/10/2025
**** Order Number: 1021568023
Business Response
Date: 07/23/2025
Hi *******,
As stated in our Terms and Conditions, "we reserve the right to investigate any purchase transactions, referral activity, or interaction with any Rakuten Property that we suspect, 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. Rakuten decisions are final." Your accounts will remain closed.

Thank you for your understanding.
Initial Complaint
Date:07/20/2025
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 enrolled in the Rakuten SoFi promo on 6/4/25. I was supposed to have 45 days to complete the requirements in order to get the 300 bonus from Rakuten. However, for reasons unknown it went from pending to ineligible late June which is less than the 45 days. I contacted 7/4/25 Rakuten and they said to wait and provide the screenshots. I then contacted again on 7/14 asking about the situation. On 7/16, ***** said *************** (Rakuten)Jul 16, 2025, 12:33 CDT Hello ******, It looks like it can take up to 45 days after you opened your account for SoFi Banking to let us know about your order. Once they let us know, we can add Cash Back to your account. If Cash Back has not been added after this time frame, please reply back to us with the email address used for your SoFi account and proof of your Direct Deposit if you have yet to provide it.***** *.*************** 45 days from 6/4/25 was yesterday 6/19. Today is 6/20 and still my account does not show any pending points. Please update my account with the 300 dollars that I successfully fulfilled the requirements. I should not wait any longer and be jumped from one rep to another since ***** said my time should have uploaded the points be complete.
Business Response
Date: 07/21/2025
Hi ******,

Thank you for contacting Rakuten. Please note, in order to earn the Cash Back offer, your first direct deposit needed to be $500 or more within the first 45 days of your account opening ******* order to show that this was the first direct deposit, we will need to see a copy of your first account statement. This can be found within the app under **************************** The screenshot must clearly show the Date of all Deposits, Type of Deposits, and Description of the Direct Deposits. This statement will also display your membership start date.

As soon as we we have this information, we'll be glad to assist you further.

Sincerely,
Customer Answer
Date: 07/21/2025

Complaint: 23626506

I am rejecting this response because: I was previously instructed to show screenshots of the direct deposits themselves not my whole statement. The whole statement contains private matters and I should not disclose my other transactions to you as it is privileged matters. You wanted to know when my account was created which is 6/4/25 and when the first direct deposits are which I provided. Please advise when I should expect the 300 dollars in Rakuten database. None of the previous Rakuten chat members stated I need to disclose my entire statement and I should not be required to

Sincerely,

****** *******
Business Response
Date: 07/22/2025
Hi ******,

Cash Back is added to your Rakuten account when the stores that participate in the Cash Back program report a purchase to Rakuten as being eligible for Cash Back. Please see Article 10.4 of the Terms & Conditions. 'The determination of whether a purchase made through an Affiliate Store qualifies for Cash Back is at the sole discretion of Company. If an Affiliate Store fails to report a transaction to Company or fails to make payment to Company for any reason, Company reserves the right to cancel the Cash Back associated with that transaction.' *********************************************************************;

In order to qualify for this Cash Back reward, the first direct deposit made into the account needed to be $500.00 or more. Sending proof of one direct deposit is not sufficient as we need to see the account statement in order to determine if the first direct deposit made was $500 or more and within the first 45 days of account opening. ********************** will only receive a commission from **** for accounts that have met these terms. Please note, this commission is what we use to pass along to you in the form of Cash Back.

As soon as we receive a copy of the requested information, we'll be glad to look into this missing Cash Back further. *********************************************************

Thank you for your understanding.

Sincerely,

Customer Answer
Date: 07/22/2025

Complaint: 23626506

I am rejecting this response because: You guys, Rakuten, made the cash back ineligible in my account back in June way before the 45 days are elapsed. Please escalate this to a supervisor as all previous Rakuten agents I talked to mentioned screenshots of the direct deposits and the email address and the opening. You are just making an excuse to not provide the cash back even though inconpeted the requirements. I would like to get the manager to look into this. I am not responsible for Rakuten Making my 300 ineligible before the 45 day period. I am not responsible for Rakuten customers service only mentioning need direct deposit screenshot. I am not responsible for you asking my whole statement that shows private matters in which what my household expenses are, who I receive money from and who I pay money too. It is not Rakuten or bbb or anyone business to get into my finances. Rakuten shouldnt have made my thing ineligible in the first place. If Rakuten didnt make my trip ineligible in end of June before the deposits were made, you would not have to ask me for proof. Please provide the 300 in my account and / or escalate this to someone else.

Sincerely,

****** *******
Business Response
Date: 07/23/2025
Hi ******,
As a courtesy, we've added the Cash Back to your account for this SoFi checking order. You can view this Cash Back in your Rakuten account at this time.

Please note that for future Cash Back inquiries, we may need to submit them to the store for review, which can take a little while to resolve.

Sincerely,

Customer Answer
Date: 07/24/2025

Complaint: 23626506

I am rejecting this response because: thanks for your courtesy I really appreciate it and will continue to use Rakuten, but it is listed as pending. Please confirm the 300 on my account before the next payout date of 8/15. This is impprtant as Rakuten may change pending to ineligible like last time that happened that started this whole mess. Again, I appreciate your courtesy but I dont think I need to wait any longer for the 300 to go from pending to confirmed. I dont want to miss the 8/15 pay out and have to wait until November or December for requirements I have met. Thanks again

Sincerely,

****** *******
Initial Complaint
Date:07/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 5th I switched ********************* service from ******* to **** due to NO SERVICE AT MY ADDRESS. As per their requirements I press the Rakuten app to make the switch and be able to claim what it's advertised $50. For phone & $40. For internet. After many, many emails, copy of purchase with *************** FINALLY they gave me the $50. credit for wireless but they're refusing to give the credit of $40.00 for internet stating it needed to b done online. I DIDN'T HAVE INTERNET" that's why I switch. I have sent many emails, proofs, receipts and still being denied the credit for the purchase. Hope you can help me resolve this issue with RAKUTEN, I have been with them for many, many years.Thanking you in advance I await your response. Sincerely *** ******-*****
Business Response
Date: 07/21/2025
Hi ***,

We can only offer Cash Back on orders that are placed in accordance with our terms of use. Our merchants pay us a commission on orders placed online through Rakuten or with a linked in-store offer. We then share that commission with you as Cash Back. Please note, AT&T Wireless order #************ was added to your account as a courtesy. However, we cannot continue adding Cash Back to your account at a loss to **********************.

Here are links for information on how to earn Cash Back on our site: ***************************************************; *****************************************************;

Thank you for your understanding.

Sincerely,
Initial Complaint
Date:07/17/2025
Type:Sales and Advertising 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 purchase using the Rakuten extension on ******, one purchase was made on 5/8/25 and the other was 5/11/25. the 5/8 purchasse was for $250 and the 5/11 purchase was for $149. Both of these shopping trips tracked on the account. During that period Rakuten was running a 15x cashe back on ******. Since then Rakuten has failed to pay out the cash back. My cash back is set to be paid out in **** Membership Rewards Points. When I notced that the shipping trips tracked there was no confirmation on the purchase and that can typically be the case as it takes time after completion for things to be confirmed. On 5/12/25 I put in 2 tickets with Rakuten as I know this would potentiallty be an issue. I have attached those as they also include all fot the info from the reciepts
Business Response
Date: 07/18/2025
Hello ******,
When you shop through Rakuten in line with our terms and those of the store, the store pays Rakuten a commission, which we then share with you as Cash Back. In this case, since your order was not automatically reported to us, we submitted a request for commission payment to *******
****** informed us that the commission for this order was credited to a party other than Rakuten. Because transactions are private between you and the store, we do not receive any further details beyond this confirmation.
Unfortunately, since Rakuten did not receive a commission for this order, were unable to issue any Cash Back. We truly regret any confusion this may have caused and hope that future purchases will be properly credited to your account.
Customer Answer
Date: 07/21/2025

Complaint: 23618174

I am rejecting this response because:

Sincerely,

****** Ma
Customer Answer
Date: 07/22/2025
This is not an acceptable answer by the company
Business Response
Date: 07/23/2025
Hi ******,
Our records show that we reached our to ****** regarding the two orders that you submitted and our request was declined as they indicated the credit was awarded to another source other than Rakuten. After a thorough review, we have taken all possible steps to resolve this matter. We cannot continue to add Cash Back to your account at a loss to **********************.

Please see Article 10.4 of the Terms & Conditions. 'The determination of whether a purchase made through an Affiliate Store qualifies for Cash Back is at the sole discretion of Company. If an Affiliate Store fails to report a transaction to Company or fails to make payment to Company for any reason, Company reserves the right to cancel the Cash Back associated with that transaction.' *********************************************************************;
Thank you for your understanding.
Customer Answer
Date: 07/23/2025

Complaint: 23618174

You can close this request. Be aware that I will no longer be using Rakuten anymore because of the poor treatment and will be closing/deleting my account. Congrats on losing a customer over some points.

Sincerely,

****** Ma
Business Response
Date: 07/24/2025
Hello ******,

Rakuten can only award Cash Back when an order is determined to have been placed according to the Terms and Conditions each member agrees to. When a merchant informs us that credit was not given due to these Terms and Conditions not being met, we are given no commission and thus are unable to share it with you. We deeply regret any misunderstanding and sincerely hope that all future orders will be credited to you.

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Customer Answer
Date: 07/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that resolution is not satisfactory to me but nothing is going to be done besides copying and pasting the same stuff over and over to me and I have ceased doing business with the company due to unsavory business practice

Sincerely,

****** Ma
Initial Complaint
Date:07/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was looking to purchase the ************* ID in limited edition ****** ****. I decided to use Rakuten via their coupon link and cashback to get the best value, on 7/14/2025 is when I purchased the item. The coupon that was available on their website (and is still currently listed, as of 7/15/2024) says "First time deal: Save $100 on the special edition Dysion Airwrap ID multistyler and dryer. 1% cashback." Via the dyson website. I emailed them and created a ticket on the Rakuten Website, got a generic email asking for order information so I sent that today on 7/15/2025 at 9:36 AM. Still waiting to hear a response. I saw in the cashback on my profile, the 1% cashback and $10 welcome bonus for registering as a new Rakuten user did show up, as a total of $15. I am still waiting on the remaining $100 to be added as well according to their listed first time deal. As I got cash back, I did use the link correctly on my browser, I made sure to do that accurately. I did ask when it will be sent (usually takes some business days which I understand). I did ask about if they will send it separately later (perhaps after the Dyson Airwrap ID is shipped and/or delivered) or if it will be added soon.
Business Response
Date: 07/16/2025
Hi ******,
Thank you for reaching out. Weve reviewed your account and can confirm that the correct Cash Back amount was awarded.
Rakuten offered 1% Cash Back on ***** purchases at the time of your order. The $100 ****************** is a promotion provided directly by *****. Based on the order confirmation you shared, that discount was successfully applied to your purchase.
According to the screenshot, the Dyson Airwrap ****** **** was listed at $599.99. ***** applied the $100 discount, and with $38.75 in tax, your total came to $538.74. As Cash Back is not awarded on tax or shipping charges, your eligible purchase amount was $499.99, and you correctly received 1% Cash Back from Rakutenearning $5.00.
The offer you referenced, First time deal: Save $100 on the special edition Dyson Airwrap ID multi styler and dryer. 1% cashback, is still active and can be viewed on our site here: *********************************************
Thank you

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