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.
662 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:07/13/2025
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.
My number appears to have been blocked without any explanation by viber. Viber automated message suggest that my number was blocked due to being used for spamming which I did not do. If, as suggested, the block was due to number used for spam, this raises serious concerns about the security and integrity of the Viber platform. It is unacceptable that third parties can exploit the system in this way while legitimate users are penalized without recourse.I request an immediate review of this issue and a clear explanation for the block and remove my number for being unfairly blocked. I have tried to reach out to ***** support via email multiple times without any response back.
Business Response
Date: 07/18/2025
Hello,
We sincerely apologize for the inconvenience. Our teams are actively investigating the issue to ensure it doesnt happen again in the future.
In the meantime, weve unblocked the number and added it to our whitelist to prevent any future disruptions.
Thank you.
Initial Complaint
Date:07/10/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made my first direct deposit with ********* on 5/27/2025, which within 45 days and Rakuten should give me $375. But they rejected to pay me.
Business Response
Date: 07/14/2025
Good afternoon,
It appears as if you are already working with our accounts team to resolve this. We sent you the following email today. Please respond to our customer service team with the requested information and we will be happy to get this resolved for you.
Thank you

7/14/2025 7:58am CST
We apologize for any confusion or misunderstanding regarding this missing Cash Back request.

Previously you provided us a screenshot showing the details of your Direct Deposit for $500.87 (showing the direct deposit payer, ACH ID, and the transactions ID Number). Can you please go to your SoFi app, click on the first deposit in question for ($4.50) and provide us with a screenshot of this? Or if you visit your SoFi account from a web browser, each deposit made will either show as a 'Direct Deposit' or a regular 'Deposit'. Screenshots of either will help us confirm whether this deposit is being considered a direct deposit.

We regret any inconvenience this may cause.
Initial Complaint
Date:07/10/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 9, 2025 i purchased from ******** firm using the Rakuten tool bar app, for a purchase totalling *******. The products were not excluded from the 20% cash back offer. I have just been told that I will not be receiving cash back even though it shows my shopping trip completed. I am expecting to receive cb of ******
Business Response
Date: 07/11/2025
Hi ****,

We have added this order to your account as a courtesy to a valued member. We apologize for any inconvenience.
When you shop through Rakuten in accordance with the terms set forth by Rakuten and the store, the store pays a commission to Rakuten. This commission is what we pass along to you in the form of Cash Back. Since this order was not automatically reported, we submitted a request for payment to ******** Firm.

Mattress Firm did not respond to the request for payment that was submitted to them for this order. When this happens,typically we are unable to award Cash Back but are willing to make a onetime courtesy to a valued Member.
Thank you
Initial Complaint
Date:07/09/2025
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.
This is *** *****, I am filing a complaint to Rakuten cashback website, as they ended my Rakuten account unreasonably. Here is summary, my Rakuten account got connected to a person I do not know when I tried to cashout to her ****** to get some cash value. Somehow Rakuten linked this persons Rakuten account to my account via her ******; this violate Rakuten regulations (one person one ****************************** suspended my account for this reason. I have no idea that this person has her own Rakuten accounts long time ago.I registered Rakuten account and used it to get cashbacks shopping online, and I got $6632 cashback value. In May, my financial situation is not good, and I got overwhelmed by bills and need money, I want to cash my cashbacks for some cash value. One of my friends introduced a person (Zhijie) to me and said I transfer my cashback to her ****** so she can send me some cash value. lived in ******** and she lived in ******** it would be easier to just transfer my cashback to her bank directly. At that time, I have no idea that she has/had Rakuten accounts, and my ********************** account will be linked to her. Then 5/16/2025, I added her ****** to payment method under my Rakuten account to cashout my cashbacks. It failed and I was notified by Rakuten that my account got locked because this person has more than one Rakuten accounts. I have contacted Rakuten customer service many times to clarify that I am not related to his person and this is totally coincidence, but they do not understand or they do not believe me. I have no idea that Rakuten will link my account to other people via ****** when I cashout, and I have no idea that other peoples account will impact my account. Her accounts are not related to me. Therefore, I respectfully request:1 Rakuten immediate removal of suspension of my Rakuten account *********************** 2 recover all my cashback in my Rakuten account that I earned in the past a few months.
Business Response
Date: 07/10/2025
Hello,

Our accounts department has completed an investigation of this account and found that your account is in violation of the site's Terms of Use. Please refer to article 11.3 of our Terms and Conditions here:
*****************************************************************************

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

We have ended our relationship with all related accounts.
Initial Complaint
Date:07/04/2025
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.
On 5-26-25 I made a purchase at ************* through Rakuten. I am supposed to automatically get cash back once I make my purchase. When I check Rakuten's site, I can see my 'Shopping Trip' (**********) but they did not give me the cash back. This is an ongoing theme since I place orders at ************* at least once a month while using their site and I'm always forced to submit a help request for my missing cash back. On my receipt it lists a $2 manufacturer's coupon. They tell me that using codes and specials that are not listed on their site MAY make the sale ineligible. Problem is, I didn't use a code or special, I used a manufacturer's coupon. The ** **** ****** *., continued to refuse cash back and said that 'coupon codes may make the sale void'. This back and forth continued and got ********** for the amount, it fluctuates. Some days it's 2% cash back from ********* while other days it is 6% or more. I don't remember what the percent was on the purchase date, so I can't be sure what the cash back amount should be. It would be nice to see that information added to the 'Shopping Trip' list so the customer knows what they are missing.I am requesting the appropriate cash back for this purchase since I did not use a code, I only used a manufacturer's coupon. No where on your website does it make the sale void if you use a manufacturer's coupon. If you feel it should, then change your policy.
Initial Complaint
Date:07/03/2025
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 suspended my account while I still have a $375 bonus in it. I cant get the cash back because my account is suspended. The payment($375) was scheduled for August 15th, but my account was suspended before the payment date. I would like my account to be restored with the $375 bonus remaining intact.
Business Response
Date: 07/07/2025
Hi There,

Thank you for your inquiry. In order to participate in the program each member is allowed one account. A member may not create or manage additional accounts for themselves or others, and receive bonuses or payments from each account as this is considered abuse of our program.

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: **********************************************************************************;

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

Complaint: 23555764

I am rejecting this response because:

Sincerely,

****** *****
Business Response
Date: 07/08/2025
Hello,

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."

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

Sincerely,
Customer Answer
Date: 07/16/2025
From: ****** ***** <********************************>
Sent: Tuesday, July 15, 2025 4:23 PM

I opened my account in 2015, but I rarely used it until the past three years when I began using it more frequently. I have never received large rewards. This time, I earned a $405 reward, and now my account has been suspended.
I understand that my Rakuten account was closed due to alleged multiple accounts. While I acknowledge your right to enforce your policies, I want to emphasize that all purchases made through my account were legitimate, completed transactions that qualified for cashback under your terms at the time of purchase. Despite the account closure, I believe the cashback balance accrued prior to the closure remains rightfully owed to me.
Therefore, I am requesting confirmation as to whether my cashback (scheduled for August 16, 2025) has already been issued. If it has not, I request that the payment be processed.
Total amount: $375 + $30 = $405.
Business Response
Date: 07/16/2025
Hi ******,
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.
Initial Complaint
Date:07/03/2025
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.
Got locked out of my Rakuten account yesterday. Emailed customer service to ask why. Was told an order I placed a year ago was marked as ineligible (whatever that means?) and I would need to provide information about the order to get my account restored. ********************** claimed the third party merchant (Hydroflask) could not verify the validity of the order, even though I received the product A YEAR AGO. I dont even keep information like confirmation numbers for orders in my emails from a year ago. Other than displaying the actual product, I have no way to prove the validity of the order (still no idea what that even means). The Rakuten customer service was extremely unhelpful and claims they are required to side with the merchant in the dispute. What dispute?? I literally dont even know whats going on here! They said because of my refusal to provide an order number for an item I purchased a year ago, they are permanently locking my account. Horrible business practices, horrible business model, horrible customer service.
Business Response
Date: 07/07/2025
Hi *********,

Your account has been reported by for ineligible order activity. Therefore, the account has been deactivated. Please note, your orders are secure transactions between you and the stores. If you no longer have a copy of the order confirmation page for this order, you can request it by contacting the merchant directly. **************************** can be reached by calling ************ from 8 am-8 pm ET, Monday thru Friday. The order information is needed for order number: 3004610243
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.

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

Complaint: 23554439

I am rejecting this response because: no proper explanation has been given as to why you believe this COMPLETED order from OVER A YEAR AGO had been deemed ineligible.

Sincerely,

********* *********
Business Response
Date: 07/08/2025
Hi *********,
Once you provide this order confirmation to our *************** team, we will verify and validate this as well as reinstate your account if confirmed.
Without this information, your account will remain deactivated.
Customer Answer
Date: 07/08/2025

Complaint: 23554439

I am rejecting this response because: As I have stated in numerous communications, I do not have the information you are requesting because literally nobody keeps confirmation information from orders that have allegedly been completed over a year ago. And as I have not yet received anything remotely close to an explanation as to why you need confirmation information for an order from over a year ago, I will gladly keep my account with you closed because you clearly dont want my business. I will happily take my business elsewhere from both Rakuten and Hydroflask. Thanks for nothing and have a great day.

Sincerely,

********* *********
Initial Complaint
Date:07/03/2025
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.
Hi i got as email 1 day that my account is suspended and ** wont receive my well deserved cashback
Business Response
Date: 07/07/2025
Hi *****,

We have found several violations of our program terms related to your account(s). 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.

Sincerely,
Customer Answer
Date: 07/09/2025

Complaint: 23551982

I am rejecting this response because: I don't know what violations you are talking about i followed everything 100% from A to Z

Sincerely,

***** ****
Business Response
Date: 07/10/2025
Hi *****,
Thank you for your message. As previously stated, our Risk team identified multiple violations of our program terms associated with your account(s). As a result, your membership has been permanently closed due to program abuse.
You may review the Terms and Conditions of membership here: ****************************************************************.
Any suspected or confirmed fraud is handled according to our internal fraud protocols. All decisions made regarding account closures are final and will not be revisited.
Thank you for your understanding.
Customer Answer
Date: 07/11/2025

Complaint: 23551982

I am rejecting this response because:
You still didn't tell me what i violated. I followed all rules 100% and you cant just come one day and tell me that i violated the rules and you are withholding my commissions it doesn't work that way

Sincerely,

***** ****
Business Response
Date: 07/14/2025
Good afternoon,
The violations include but are not limited to managing multiple accounts for the purpose of obtaining multiple bonuses.
Thank you
Customer Answer
Date: 07/15/2025

Complaint: 23551982

I am rejecting this response because:
I only had 1 account i was using a internet caf when i logged into my account. I understand you 100% for thinking that i managed multiple accounts but i did not I only had 1 account and that's it.

Sincerely,

***** ****
Initial Complaint
Date:07/02/2025
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 recently got my account terminated by ********************** with a very vague response. I contacted the email and they said "We have found a number of accounts in violation of our program terms related to yours. Due to the abuse of our program, our risk department has ended membership for all related accounts." I only have 1 account with **********************, so I have no clue how that is possible. I looked on the web and it seems like this is one of the major issues with using Rakuten in general. Because Rakuten does not have a verification system, they can spontaneously ban people while having little to no evidence. I have been using Rakuten for a year now and I really like the site. This is very disappointing to see one of my favorite cashback websites do this. All I ask for is for my account to be reinstated. I got show proof of my identity with my state ID or any other documentation needed to get my account back.
Business Response
Date: 07/03/2025
Hello *******,

Due to the abuse of our program, our risk department has ended the membership for your account.

You can view the terms of membership on our site here: *****************************************************************************
Company decisions are final.

Thank you.
Initial Complaint
Date:07/02/2025
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.
My account was suspended today because Rakuten customer support said they found multiple accounts under my name. However, I have only ever had one account under my name. I referred my friend to Rakuten, and he had a separate account from mine under his name with his information. However, he linked his ****** to mine because he didn't have his own ****** at the time. Yesterday, I contacted Rakuten about the $40 refer a friend bonus that is listed as ineligible on my account when it should have been pending because my friend bought something and earned cash back. I believe Rakuten support mistakenly credited the $0.82 Uniqlo cash (2% of the $40) back to my account instead of my friend's. I think this also led to my friend's account name change into mine since the Rakuten support misunderstood that I made the $40 purchase on my account, when it was on my friend's account. I believe this made it seem like I had two accounts open. I proved to Rakuten that they were two separate accounts with two different users via email and the screenshots I provided below, but they disregarded my evidence and statements and banned me. My desired resolution is that Rakuten reinstate my account with my confirmed and pending cash back. Photo 1: My Rakuten account that I opened 2/22 Photo 2: Referral on my friend's account, which he opened on 5/1 Photos 3-5: The $40.70 Uniqlo order that my friend made on his Rakuten account Photo 6-7: Proof of order confirmation from my friend Photos 8-10: Additional context, my emails with a Rakuten support member Photos *****: Comparison between my friend's account (which began displaying my name after contact with support) and mine Photo 13: Ineligibility for friend bonus despite my friend making a purchase before 90 days (July 30)Photos *****: Email message chain with another Rakuten support member
Business Response
Date: 07/03/2025
Hello *********,

Due to the violation of our Terms and Conditions from your account and those associated with yours, our risk department has end its relationship with your accounts.

You can view the terms of membership on our site here: *****************************************************************************
Company decisions are final.

Thank you.
Customer Answer
Date: 07/03/2025

Complaint: 23550357

I am rejecting this response because Rakuten failed to answer any of my statements in my original complaint. I have not violated the terms and conditions and have shown photo evidence of this. I first contacted Rakuten because they failed to pend the cashback from the refer-a-friend bonus, but I believe customer support misunderstood my email and believed I had two accounts. I agree that my email could have been worded better, but I just wanted to advocate on behalf of me and my friend for not receiving the $40 referral bonus for both of us. It would not be possible for the two accounts to belong to me, especially since the accounts have two different IP addresses.
I also don't understand the family policy regarding Rakuten. My family members' accounts were banned, but in the household we always kept our accounts separate and used our separate and respective cards to make legitimate purchases using Rakuten. Not once did we login to each others' account or commit fraudulent behavior.
Business Response
Date: 07/08/2025
Hi *********,
Due to multiple account violations, the account will remain closed.
Thank you for your understanding

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