Complaints

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

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  Rakuten

  800 Concar Dr San Mateo, CA 94402-7044

  
• 

  Rakuten Advertising

  215 Park Avenue South, 2nd Floor New York, NY 10003-1622

  
• 

  Rakuten

  800 Concar Dr San Mateo, CA 94402-7044

  

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:08/10/2022

  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.

  My first Cashback payout was set to be sent via PayPal on 8/15 of about $62. Mysterisously, just days before the payout date, I lost all of my referral bonus earnings. They simply were not visible on my account anymore. I have no idea why as I've followed all the rules and even received multiple emails confirming my referral bonuses were approved and I would receive my first payout on 8/15.Emails I have sent Rakuten (so far, they've replied saying that the referral's purchase either did not qualify or I have multiple Rakuten accounts. I only have ONE Rakuten account. Here are the emails I've sent:"I cannot see any of the earnings I made on my account anymore! What happened? I signed up through a referral, made $30. Then, I referred 2 family members who both spent over $30 with Rakuten. My lifetime Cashback previously showed about $92 and $62 of that was supposed to be sent via PayPal on 8/15. My account now says I did not make more than $5 in order to receive a big fat check on 8/15. What?! I had $92 of lifetime earnings in my account the other day! I am very confused and will be devastated if I spent all of that time referring people for nothing. Please help - why is all of the history missing on my Rakuten account? This is starting to seem fraudulent.."Another email:"I only have 1 account - ******************** I signed up through a referral and made my first purchase (over $30 at Hilton) and the welcome bonus appeared in my cash back balance to be paid out on 8/15. Then, I referred my cousin ************************* who made his first purchase (over $30) and then I received another bonus of $30. My Cashback balance updated to about $62 which was to be paid out via PayPal on 8/15. My cousin, ************************ used Rakuten to purchase speakers for his car which he did not return as I helped him install the speakers and they are still in his car. Please see attachments that show proof of my welcome bonuses from 6/10 and 6/29/22.

  

  Business Response

  Date: 08/11/2022

  Our system periodically looks for duplicate accounts and removes bonuses for duplicate accounts.  I will see that your recent email to us is responded to today.

  Customer Answer

  Date: 08/12/2022

  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:08/09/2022

  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.

  Rakuten is running promotions for referral of $30 for the friend and $30 for person giving the referral. I have contacted customer service several times. They claim the referral is the same person and they claimed I opened the referral account and paid for it myself so it was disqualified. The person referred is xnxxxx xxxxxxn, my sister, at address xxxx S. xxxxp Dr. with xxxxxxx4 email account and my account I used to refer is the ************************** This is different address than mine, which I explained. Anyone can verify that we are two different people with simply a search on the internet. They owe me the $30 for the referral, my sister $30 plus the amount of the rebate for her purchase. The *** made a false statement claiming I opened up this xxxxxxxxx4 of the referred person and made the purchase and paid for myself. I did have and old account under xxxxc@axxxnet when this company was ebate which told them could combine with the sxxxx... iCloud e-mail address. I made the referral with sxxxxx.iclould and I have received rebates in the past with no problem under this e-mail. However, after several attempts to resolved the matter the *** revoked my account, and most likely sisters.The statement the *** made in the last e-mail is false and libel that I made the purchase and opened the account under Exxxxxxxx4 email. I cannot believe the *** really researched it. A payment transaction report should show a different name. From my understanding the credit card has to match the correct address information to authorize the payment. The resolution to this complaint would be to mail a check $30 to me and $30 plus rebate due for the purchase for the my sister made to her mailing address on her account. My member ID ********.

  

  Business Response

  Date: 08/10/2022

  Hello *******,

  The account for ***************** is active again now, and we have consolidated the account for **************************** into this one. 

  We have reached out to your referral to verify their qualifying order. Once we have a response back, then we will be able to further assist you. Your patience is appreciated. 

   

  Thank you.