• Rakuten

2022 SITEJABBER AWARD

Rakuten

Overview

Rakuten has a rating of 3.16 stars from 2,171 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Rakuten most frequently mention customer service, shop online, and quick response. Rakuten ranks 3rd among Cash Back sites.

  • Service
    181
  • Value
    145
  • Returns
    60
  • Quality
    114

Proactively asks for customer feedback

This company does not typically respond to reviews

Positive reviews (last 12 months): 13.3%
Positive
4
Neutral
2
Negative
24
61
See all photos

What reviewers want you to know

Positive highlights

  • I quickly sent an email to Ebates customer care team.
  • Great lists on website showing your shopping trips, cash back amounts.
  • 2022 Customer Choice Winner

Critical highlights

  • I feel Ebates was better before Rakuten acquired and one of the worst customer service.
  • The worst thing is they still charged on my credit card.
  • No explanation as to why I never got cash back and no offer to reissue the gift card in order to keep me as a customer.
How would you rate Rakuten?
Top Positive Review

“Great Customer Service”

Dan C.
2/23/24

Following this issue, Rakuten customer support promptly sent a response. I then received my cashback and will continue to recommend their site and services.

Top Critical Review

“Horrible”

Tiffany S.
1/8/24

HORRIBLE AND A RIPOFF. I referred 9 people and 3 signed up plus made qualifying purchases. No referral has been sent. They send links to click that are broken. When asked for a representative it says " due to covid they don't want to risk employees therefore they can't have a rep call you nor leave voice messages" Huh!? I'm so annoyed that I warned everyone else that I referred to NOT use them nor my referral for this reason. BEWARE! Also you have to keep track of your own account to file your missing funds.

Reviews (2,171)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (795) customer care (55) shopping trip (51) customer support (36) response time (19) credit card (31) gift card (35)
Thumbnail of user tstewart0124
1 review
2 helpful votes
January 8th, 2024

HORRIBLE AND A RIPOFF. I referred 9 people and 3 signed up plus made qualifying purchases. No referral has been sent. They send links to click that are broken. When asked for a representative it says " due to covid they don't want to risk employees therefore they can't have a rep call you nor leave voice messages" Huh!? I'm so annoyed that I warned everyone else that I referred to NOT use them nor my referral for this reason. BEWARE! Also you have to keep track of your own account to file your missing funds.

Thumbnail of user paulm5319
2 reviews
3 helpful votes
January 28th, 2024

Unbelievable. I'm still in disbelief. I racked up quite a bit using Ebates and was diligent every time. Went through their website and most times I had to manually fill out their form with all the info, including the subtotal, merchant, order confirmation email. When it came time to pay the "big fat cheque" they literally shut down my account and refused to pay me claiming that the orders weren't placed properly

Service
Value
Shipping
Returns
Quality
Thumbnail of user danc1790
2 reviews
2 helpful votes
February 23rd, 2024

Following this issue, Rakuten customer support promptly sent a response. I then received my cashback and will continue to recommend their site and services.

Service
Value
Shipping
Returns
Quality
Thumbnail of user yanjid
2 reviews
1 helpful vote
August 19th, 2023

The Rakuten team is beyond amazing! I had a 10% cash back from hotels.com from a limited offer but ended up only getting 2%. After I reaching out to Rakuten, the team help me to reach out to hotels.com for verification and they even went above and beyond, sent me several updates though out 4 months. Hotels.com was not responsive and honestly, I didn't really expect to get the cash back but I indeed received it after several months. I was truly amazed by the customer service at Rakuten as they really go above and beyond to help me. Thank you!

Service
Value
Quality
Thumbnail of user juliek1208
1 review
0 helpful votes
January 30th, 2024

This is the most annoying app ever. Crap pops up every time I visit a website. My credit card company does a much better job of finding deals, without the constant interruptions.
They make is impossible to cancel the service. I had to contact customer service several times, each time replying to stupid questions like "what country do you live in?". Why does it matter? I gave you my account number and you verified! Then they walk you through a ridiculously long process to "request" cancellation.
All that BS and now it says it could take up to 45 days.Give me a break. Just have a delete button like everyone else.

Tip for consumers:
Steer clear.

Products used:
None. Expected to get all these great online deals. A ggogle search for codes is more productive.

Service
Value
Quality
Thumbnail of user andrewm690
2 reviews
5 helpful votes
January 5th, 2024

They heavily push their customers to refer people and offer referral bonuses. Using their advertised programs I got up to $130 in referral bonuses and was feeling pretty good! However, soon before it was time to pay up the bonuses just disappeared from my account. I contacted customer service vial email. 5 days later all they sent back was a link to their public facing referral bonus page. I tried to call customer service and they have a message saying they cant take calls. I tried the chat. It requires me to verify my account by clicking a link, but the link leads to a dead page.

They clearly do not want their customers to have access to someone who can address issues like this. Further, its pretty underhanded to dangle a carrot, get me to talk people into making an account and buying something, only to take away the small benefit I was supposed to get.

Below is proof of ne of the bonuses that was taken away. It was awarded on November 22 and taken away over a month after being reflected on my account. The same thing happened with the three other referral bonuses that disappeared.

Tip for consumers:
I would not waste your time with this company. While it is nice to get a bit of a rebate here and there, they take money out of your account and I have been unable to get anyone to look at this for the last 5 days.

Products used:
Where there was a verified purchase leading to cash back, they have not taken that away. Only the referral bonuses.

Service
Value
Quality
Thumbnail of user dianen1254
1 review
0 helpful votes
January 12th, 2024

I was a loyal Rakuten member until they terminated my account out of nowhere. I asked for proof of the reasonings and they said they didn't have to provide any. Their terms and conditions say they can terminate "for any reason or no reason." So basically for no reason your account can be terminated.

Service
Value
Shipping
Returns
Quality
Thumbnail of user markd3403
3 reviews
1 helpful vote
March 20th, 2024

I used to have good results getting my cash back offers accurately and without any trouble but lately they don't want to pay what they should on my purchase. They ask for so many questions to get the amount I should it's just not worth the hassle. I'm going to look for a better CB company.

Service
Thumbnail of user heyitsbrittanyjean
10 reviews
6 helpful votes
November 16th, 2023

Not happy I keep having issues with stores confirming my orders and cash back not getting added to my account within the time frame it says. I'm tired of reaching out to Rakuten bc of that. Also don't like some of Rakutens agents being unfriendly or not helpful. I also have expected a few checks to be larger than they they are. Feel like there is some kind of mistake happening to where I am not getting the right amount.

Thumbnail of user elizabethe193
1 review
0 helpful votes
July 31st, 2019
Verified purchase

The percentages back need to be better. Over the years many retailers have left. The amount back barely covers the sales tax on item or shipping.

Thumbnail of user michellep86
2 reviews
1 helpful vote
July 31st, 2019
Verified purchase

It's easy to use assuming you do a lot of online shopping. Would recommend to others, would be better if more rebates were available and more stores participated

Thumbnail of user lul45
4 reviews
7 helpful votes
January 26th, 2024

The company uses vague and unfair terms to their advantage. Here are the problems:
1 They do not pay you the promised amount on time. I will receive less than 50% of the promised amount next month. I also did not receive my cash back on time last month.
2 They tell you the difference will roll over because some transactions were confirmed after the cut off date even when your portal shows otherwise. There is no way to tell what was confirmed or what was not on your end.
3 It takes a long time for their customer service team to respond, and they always provide useless information. They copy and paste the vague terms listed on their website.
2 Data collection and privacy problems. Given their unethical practice and unfair terms, you are selling your data cheap.Yes, they track. They make up excuses and alter terms and conditions liberally.
I almost forgot to mention that some confirmed transactions magically disappeared from my account (especially those with a higher rebate).
I am going to deactivate my account to cut the loss.

Service
Thumbnail of user pamelah2061
1 review
0 helpful votes
May 17th, 2023

I placed an order for a mattress online using Rakuten allowing a 15% dcash back, which helped me afford my mattress however the cash back did not show up, so I called customer service and I spoke with the supervisor Marlene and she explained what it happened by me adding a store discount code. Also made the Rakuten services fall off and explained what not to do in the future to avoid this. She quickly added the 15% to my account which was awesome I would truly recommend Rakuten to anyone who shops online or in stores I have saved almost $4000 since 2018.

Service
Value
Thumbnail of user kayscrane21
1 review
0 helpful votes
February 8th, 2024

I've been adding up all my cash back and now that I'm at a certain amount it is no longer allowing me into my account, allowing me to reset my password, or even submit a claim for this issue to be resolved. DO NOT USE! SCAM TO GET YOUR INFO!

Service
Value
Shipping
Returns
Quality
Thumbnail of user pe70
1 review
0 helpful votes
December 20th, 2023

I ordered an iPad for my son for Christmas. The text messages I received informing of the delivery did not accept my postcode. Something was off. Then I received an email on the day that my parcel was on its way, then it showed as delivered. I was at home and no one rang the bell. It was supposed to be hand delivered with signature. I never received it. I wrote to Rakuten and they ask me to file a complaint with the police that my parcel was stolen! I will use Rakuten again, they use dishonest transport companies to save on cost. The iPad was stolen by a company called Okeyparcel - never use them!

Tip for consumers:
Rakuten can NOT be trusted

Products used:
Never received it

Service
Value
Shipping
Returns
Quality
Thumbnail of user taraf46
1 review
4 helpful votes
April 24th, 2019
Verified purchase

I have a list of rebates I should have received, but didn't. It's a good idea and incentives on places you already shop. Disappointed on having to email each rebate I didn't receive, when the company already has the information and can look it up by account.

Thumbnail of user davide425
1 review
0 helpful votes
April 24th, 2019
Verified purchase

I'm happy about the cash back. Not 100% satisfied because not all transactions qualify for cash back

Thumbnail of user miriamc20
57 reviews
40 helpful votes
May 2nd, 2023
• Updated review

I just got an email about the updated referral bonus. It basically says for me to remind them but I have no idea on how to do that cause there is no send a reminder or anything. People used my link but don't actually follow through. There's double cash back until 5/14.

Value
Alright then.
April 27th, 2023
• Previous review

I've been using them for years. In the last several years I've been shopping on Amazon and they don't offer cashback, any more, for Amazon. I've earned a total of $122 and change from them in cash back and referrals. Their next Big Fat Check is scheduled for Aug 15th

Tip for consumers:
I had to email them to get my last referral bonus sent to me after they send my cashback cause it disappeared from my earnings.

Products used:
Walmart mostly.

Thumbnail of user missip1
1 review
1 helpful vote
April 23rd, 2019
Verified purchase

My account said I was to receive $19.88 and I only received $9.88. Still waiting on $10.00 I was shorted!

Thumbnail of user yarinalon68
1 review
7 helpful votes
August 14th, 2023
Verified purchase

I accumulated almost $300 cashback in my account, the payment date came, the company closed my account with all kinds of excuses, and they took the money I accumulated $300, but the commissions they received from sites I purchased they earned at my expense, there are several other complaints online about their working method, they advertise cashback Higher than the competitors, but when the time comes to pay, they close your account, earn the commission, and simply disown you in disgrace.

Products used:
cashback

Thumbnail of user johnr1507
1 review
0 helpful votes
July 31st, 2019
Verified purchase

I have been using the website for years and recently installed the plug in for the Edge Browser.

The only complaint I have is knowing if I am still set to save or not when using the plug in. Sometimes if I have a lot of shopping to do, or have to login to a site, the savings is not obvious if it is turned on or not.

Thumbnail of user andrel84
1 review
0 helpful votes
July 25th, 2019

CookStore.ca
New testimonial was submitted
Testimonial data:

User Name: André La Boissonnière

User Email: *******@gmail.com

Store View: CookStore.ca

Message: I did receive with great pelasure then I bought an ESPRESSO Machine Delonghi super great to recommand to anyone because that is my second (cup) no... machine! Chao André Montréal

Thumbnail of user catm121
3 reviews
1 helpful vote
December 13th, 2023

TLDR: They gave me 2$ instead of 10, never let me cash out and then tried to charge my card

I applied the rakuten browser extension before checking out. After I bought something, I checked the rakuten balance and it said it needed to verify with the merchant that I actually made the purchase. Several days later I asked support why the cash back still said pending. They had a promotion going on at the time that said you would get a 10$ "welcome bonus" if you spent more than 10$ with rakuten, but when I check the pending status it says less than 3$ is pending, so I asked about that too.

Another day later the support emailed me telling me to screenshot the entire order confirmation email I got from the merchant. I did, and emailed it to them. Another day later I saw that the cash back was done pending! But it was less than the amount they owed. It was like 2$, and the order price listed had changed as though they manually edited the amount I had spent? I said whatever, and had to figure out how to input my card info to get the money but I was already suspicious of the site now.

I found the wallet tab where I could put my card info to receive the money, but I gave it my cashapp card which has no money in it because I didn't trust it. The second I finished putting in my card's number, before I put in my billing address or ever hit enter, I got an alert on my cash app that someone tried to charge me money. Thankfully there's no money in my cashapp! Anyway, then it said I'd need to "earn" 5$ worth of cashback to cash out which I should've already had but they scammed me out of it and tried to charge me money.

Tip for consumers:
Waste of time! Try Honey instead. Drops the cash back instantly into your paypal.

Products used:
Cash Back

Service
Value
Quality
Thumbnail of user tinar90
3 reviews
2 helpful votes
February 23rd, 2018

I use ebates as my secondary cashback site. They pay. I just don't always get best rate through them

Thumbnail of user stormid
2 reviews
11 helpful votes
February 11th, 2018

I have been using Ebates for a little over three years and have actually received a substantial amount of cash back (which is awesome). Unfortunately, it's taken a lot of time and effort to GET some of that cash back - and almost always in cases where it is a large rebate (Hotels.com in particular or computer software/hardware) or Amazon/ebay (when Ebates claims that the category wasn't applicable - after the fact - even with screens shots). It's very frustrating and persistence is key, as a big chunk of the first couple inquiries on a purchase are met with an (incorrect) reason as to why the purchase didn't qualify.

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From the business

Rakuten is the new Ebates! Rakuten is the premier Cash Back shopping site that pays you. Join today and start earning Cash Back at your favorite stores. How does it work? We pay members Cash Back when they shop at over 2,500 stores, plus find them the best deals and coupons. With over 12 million members and $1 billion in Cash Back paid out, Rakuten is the easiest and most rewarding way to shop. Become a member today and start shopping smarter. Follow us for the latest sales, member-exclusive offers and more.

Business History

Ebates is the pioneer and leader of online Cash Back Shopping. The company was founded in 1998 by two Deputy District Attorneys in Silicon Valley who used to prosecute online fraud & identity theft before starting Ebates (so you can be sure we are very into secure online transactions!). So go ahead, sign up and start shopping now. Joining Ebates is always free - you'll never pay us anything. And four times a year or more, we'll mail you a Big Fat Check, or transfer the money to your PayPal account if you'd prefer. We can even send the money to your favorite charity. All 100% free.

Company Representative

Thumbnail of user ebatess
Ebates S.
Typically does not respond to reviews

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3.2
2,171 reviews
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