29,456 total
I was horrified after I ordered and paid for my sons 3ds xl without reviewing the company only to find all bad reviews.But I had no such problems I ordered it on the 14 Th at just before midnight and signed for my parcel on the 19 Th having been told on the 18 Th it was dispatched.I had never used online company's before only the high street names ,but I will definitely use Rakuten again without a doubt.Cheap and quick .THANKS RAKUTEN.
Date of experience: 19 November 2015
Sent wrong product and all correspondence is ignored. DO NOT BUY FROM THESE THIEVES!!! They give the incorrect contact details for the supplier so they wont respond either.
Date of experience: 18 November 2015
6 weeks after placing an order, still no sign of it arriving. I've chased the seller and RATUKEN several times and have requested a refund -all is ignored. They really shouldn't be allowed to trade.
Date of experience: 12 November 2015
I had £75 of points from a previous purchase so I bought 2 games, one was cancelled and the other has disappeared in the post. The points haven't been refunded from the cancelled order and no one will respond to my emails about the missing item. Utter rip off merchants.
Date of experience: 09 November 2015
From the 29/10/2015 I am trying to get from support a solution to my problem. Raised a Incident 151026-000168 telling them I can't checkout with none of my cards whatever I do. (4 cards, 3 different banks).
Called all banks, no problems, no bans...
I was trying to spend my points earned from previously orders which were somehow processed after infinite number of tries.
It's been more than a week, with more than 8 hours in total spent trying to use my £175 earned so it would not expire and I still don' have a resolution.
I was calling them each day since opening the ticket.
E-mailing them each day.
This problem is all over the internet from various other clients so I should have had a look before buying through their website.
I've never seen such poor services and checkout system in the 21st century.
Now I am begining to wonder if my card details which I've entered so many times are secure...
SAVE yourself time and money by avoiding this seller!
I was atracted by their 10% off and Superpoints but even that it's not even worth it. Even with all of that you can get it cheaper somewhere else.
No wonder that they can't take on Amazon...
Date of experience: 06 November 2015
Bought from them a few times now. Great communication when things go wrong. Quick to resolve, and very apologetic.
Date of experience: 30 October 2015
"I purchase a $1700 HP Zbook 15.6", 8GB memory, 1TB HD from buy.com aka rakuten.com aka datavision.com via Best Buy Marketplace.
The HP zbook is defective. It freezes every time we tried to download a software or surf the web. We brought it to the Geek Squad who told us to return the item. Why purchase an expensive "defective" computer. We agreed.
So, I have been trying to obtain an authorization number from rakuten.com to return the item. I am on DAY 5. I have been calling rakuten.com 2-3 times a day. This is what I get: "I apologize for the inconvenience." " Your issue is with the "specialist" who is investigating." "Please give us 1-2 business days to investigate." "My supervisor is talking to the specialist to resolve your issue." "Your computer is over $1600. It needs an approval from the specialist to return. "
What are they investigation? No one could tell me. What is their definition of 1-2 business days? Are they on the same calendar system as us?
I have spoken to 4 male supervisors. None were helpful. I went to Customer Service at Best Buy in Danvers. They listened in to the conversation with the agents at rakuten.com. The customer service manager tried to talk to them but they refused to engage in a conversation with her. In fact, the rakuten.com supervisor hung up on the customer service manager.
Well, it has been 5 business days. No resolution. I am still on hold after 45 minutes +. Waiting. Getting very frustrated and angry. "
Date of experience: 18 September 2015
I placed an order for multi-vitamins 11 days ago. I was really happy to have found a new website with great prices! The website was very professional, so it seemed like it would be a reliable place to place an order. In retrospect, I should have read some reviews first, because they are all bad (as I am reading them now).
After waiting 10 days to get my order, I received prenatal vitamins. (I am not pregnant.) Hey, mistakes happen. I found the receipt in my email, and went on their website to see how to resolve this. Since there was no phone number to contact, I filled out the form. There are 2 options: one to receive a phone call within an hour, and one to receive email contact within 24 hours. The call I received was 3 hours later, when I was in a work meeting. When I called back, I was told that my order had been filled by one of their providers, and that I would have to call the provider. I would have expected the support rep to contact them for me to resolve the issue, or at least connect the call & facilitate it. That didn't happen. The support rep was also very frustrating to speak with, as she kept parroting back everything I said.
So now, after filling out the form, and already talking to someone who couldn't help me, I now tried a 3rd time to contact the provider to get the right vitamins. The gentleman who answered the phone was very polite and professional. Unfortunately, he was unable to help me. He told me that the order had been mismatched by Rakuten.com. The provider did not carry my vitamins, so they just refunded my money.
Needless to say, having to make several attempts to resolve this, still not getting my order, and now having to place my order somewhere else has left a bad taste in my mouth.
I will NEVER visit this website again...
Date of experience: 24 July 2015
I was billed without the voucher code for £5 discount on orders over £30.
You have to follow a series of options to contact customer services and cannot reply when you get a message from them.
They acknowledged the problems they were experiencing with their voucher codes.
I couldn't cancel the order and was told to return goods at my own cost being threatened that the goods may get lost in the post.
The customer service isn't what it used to be when it was Play.com.
Date of experience: 01 June 2015
Bought an item from Ratuken and I was billed without the voucher code.
Went to my account on their website and found that no way to cancel online. Cheked my account which said Item not dispatched and sent them email saying I want to cancel my order and do not dispatch.
Received an auto-email next day saying item dispatched.
Spent ages waiting on the phone to speak to an agent, told that they check emails within 48 hours and that its not their fault that item dispatched and I should speak to the supplier Mymemory as all Ratuken do take a cream off of the item price.
Called Mymemory and only get a recorded message.
Due to the Ratuken's pathetic system of not being able to cancel online and having to write an email to cancel, which isn't checked for up to 48 hours, I now have to pay the postage to return the item.
All Rakuten do is take a cream off of the purchase price and pass any complaints on to supplier - they couldnt care less that the supplier doesn't take calls.
Rakuten's business model stinks !!
Date of experience: 21 May 2015
Love this concept, free money so why not use it??? Try it ppl!
Date of experience: 14 May 2015
I was a Play.Com customer for well over a decade without any problems at all...ever! Since the switch to Rakuten the service is nothing short of horrendous.
I ordered an item over 24 days ago, it has not arrived. Despite numerous emails not one has received a reply!!! I telephoned and was told someone would look into it and get back to me asap...no one bothered. I even contacted them via facebook, again they promised to look into it. My Facebook comment was removed and no one made contact with me again.
I will now have to go to my credit card company and let them deal with the matter.
Rakutens customer service via email is a complete joke and although the staff are polite and appear helpful on the telephone it's all a sham.
My advice is avoid this company at all cost. There are plenty of other companies online with as good if not better prices so use them.
Please everyone be warned this company is a complete an utter rip off!
Date of experience: 23 April 2015
Rakuten customer service stood by me after being informed that one of their associate sellers made an error in my shipping address and were trying to blame Rakutens website or me for the error. After Rakuten customer service verified this sellers error they stood by me and told me to work with the seller and if by a certain date you still did not get satisfaction Rakuten would step in on my behalf. To make a long story short my items finally arrived after almost 2 months of shipment time.
Rakuten will stand by the customer is the seller is in error and for this I give them a decent rating.
Date of experience: 13 April 2015
This was my first purchase from Rakuten.com. To be fair, it was a purchase from another seller through them. However, when it was obvious that the item wasn't going to arrive on time I first tried to contact the seller multiple times with no reply and then contacted Rakuten for help in cancelling the order. The customer services lady sounded ever so helpful and efficient and told me that she'd contact the seller and get the order cancelled. I never got email confirmation of this so sent a follow up email to Rakuten. Despite their promise of getting back to me I never heard anything. Of course, the item eventually shipped and arrived here long after I'd bought another from elsewhere. Having spoken to Rakuten again I refused the item, but am still awaiting a refund and I rather suspect that I might end up having to go through the credit card company.
I will think long and hard before ordering from Rakuten.com again and will most definitely not buy from another seller via them again. A great shame Rakuten...
Date of experience: 05 January 2015
Rakuten has a 4.4 star rating from google somehow. They are considered a "trusted" reseller. I ordered an item with 2-day shipping because they offered it at $5. I thought, "gee, how can I pass this up? Amazon Prime offered the same product at a higher price, but as long as I get the product in 2 days, I'll be fine. Well the purchase went through and the product was sent to UPS within an hour. Great so far. Then I notice the shipping on the tracking app from UPS - "Ground Shipping." From across the country. I let it ride - maybe I was mistaken. The next day I notice that it still hasn't left the state from which it was sent. I found their number - (800) 800-0800 - call and the customer service agent says, "oh, no, don't pay attention to the tracking - it will be there by the end of the day tomorrow. And if not, we'll refund you your $5!" Well it sounded shifty, and sure enough, the tracking for the item this morning - on the day it was to be delivered - said it had just left the state on a truck. I might be able to get it in two more days, but at this point I am furious. I did not want the item in 4-5 business days. If I had, I would not necessarily have gone with Rakuten. But now I feel as if I were lured into buying something from them under false pretenses. My wife cannot see this item and now someone from UPS is going to ruin her surprise on Friday, when I needed to start preparing it today. This is terriffic. So I contact them today and the returns girl refuses to deal with my problem and connects me with their shipping dept? The poor shipping dept girl (whom I could not understand due to their heavy Indian accents and poor microphones) ended up hearing me unload all this on her, but she couldn't do anything. I don't know if or when I will be receiving a refund - I don't know if the UPS truck can be prevented from stopping by on Friday. But they ruined everything because they shipped it ground when I paid for expedited.
Date of experience: 10 September 2014
I went onto the Rakuten website seeking a Seiko SBDC003 and came across the lowest price offering (US$445 = shipping) by Kimuraya Jimbocho - a Rakuten shop. I placed my order and received a confirmation from Rakuten, which stated that the order would be completed once shipping cost was emailed to me by the seller (Kimuraya J). 2 days later, the latter emailed me stating that as "the item was not for international sale", it had cancelled my order. What a time-waster and hugely shambolic. This is my 2nd disappointment from Rakuten - out of 3 attempts to buy. Never again.
As a result, I bought one of Amazon for under $499 incl CONUS delivery. Amazon is tops!!
Caveat emptor - the Japanese are certainly not as uniformly super-efficient as (too) many think they are!
Date of experience: 30 July 2014
They stay true to their word. Absolutely convenient. If you are a regular online shopper, earning cash back for each purpose is awesome!
Date of experience: 24 July 2014
Superpoints is supposed to have an expiration period of 180 days. rakuten marked 10,000 of superpoints as expired within 2 month without any notice, that is $100 that they took away from me.
Date of experience: 03 July 2014
Unlike many others, they do log all my purchases, not just some of them.
Date of experience: 02 April 2014
