Rakuten.com Shopping

Hello [redacted],Thank you for your message.Since your order is a low-dollar item Rakuten.com will be making a one-time concession of a full refund in the amount of $14.03.  You will not be required to return the item in this case.Please feel free to reach out to us if you have any further...

questions.  Thank you,Rakuten.com

Revdex.com:
I grudgingly accept  Rakuten's response however I would have preferred to get the book I ordered.  I was not asked what I wanted to do nor given a reason why I never got my order.
I never heard from the seller whom I contacted 4 times and I never got a response from Rakuten.  If I had not filed with you, I have no doubt I would never have heard from them. I also want the seller to get a bad review which I can't do because my book was never shipped.
Rakuten says to contact them to further discuss this, but how?  They never respond to any emails.  I contacted them 3 times about this and 2 previous times and I NEVER heard back from them.   I'll find something to use my points for then I won't shop with Rakuten again.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As per the response from Rakuten, I am welcome to contact a representative once my [redacted] complaint has been closed. If Rakuten can provide me with a customer service agent and direct phone number that I can reach him/her at, then I would gladly close the dispute with [redacted] once I have made contact with the representative.  The entire reason this complaint had to be filed is because no one at the company was responding to my emails (that went to Japan I believe) and the phone number does not go through. 
Regards,
[redacted]

Hello, 
 
Thank you for your reply regarding Rakuten order[redacted]. 
 
I am sorry that you had experienced delays in this order's fulfillment, and the order ultimately had to be refunded. I do confirm that at this point, the refund has been submitted in full for the $399.95 you had paid. No deductions were made to the refund, and it should have processed within 1 to 2 business days of its submission on 9/9/14. 
 
If you have any further questions, please let us know and we will be glad to help. Thank you very much. 
 
Sincerely, 
Rakuten.com Support

Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Rakuten never notified me that there was an issue with my order. I was fully checked out with the product.If it was an automatic response, Rakuten could have performed a verification before I checked out. This would have given me an opportunity to correct the error.If the error had come after the order, they should have notified me and given me the opportunity to clarify an issues. Rakuten failed to do that.Even then, after the order was cancelled, the Rakuten system would not allow me to reorder with the promotion codes because they counted the cancelled orders towards to daily limit. Their response was to wait and order the next day so the daily limit would be lifted. By this time, they were sold out and no longer offered the promotion.Because these are ALL of RAKUTEN'S ERRORS they need to provide me with the benefit of the bargain which is $120 off the Mavic along with 10,000 Rakuten points. This is all I am asking as these are ALL of RAKUTEN'S ERRORS!
Regards,
[redacted]

Hello, Thank you for your reply regarding Rakuten order number [redacted]. I am sorry that our previous contact did not provide an acceptable resolution. I have reviewed this matter, and confirmed your account currently has a negative balance in the amount of $267.75 due to customers not receiving items claimed to have shipped. Tracking was not provided for order [redacted] and the order was auto canceled by our system. For order [redacted], our customer did not receive the item ordered. The tracking number for this item via USPS does not show any movement. If you have any further questions, please contact Rakuten for assistance. Thank you very much. Sincerely, Rakuten Customer Support

Hello, 
 
Thank you for contacting Rakuten regarding your status as a marketplace seller. 
 
I am very sorry for the inconvenience encountered. I have reviewed this matter and do confirm your Rakuten marketplace seller account is disabled. This is per the fact that the...

marketplace seller did not meet the standards required by Rakuten. The account is now disabled, and the funds are currently held to address the returns and refunds associated with your orders. 
 
If you have further questions, please contact Rakuten for assistance. Thank you very much. 
 
Sincerely, 
Rakuten Customer Support

Hello. Thank you for contacting Rakuten regarding order number [redacted]. I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. The marketplace seller for this order has not responded to our...

contacts. In order to resolve this matter, we have submitted a full refund of $82.98, which should process in 1 to 2 business days. No further action is necessary. If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. Sincerely, Rakuten Customer Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Rakuten did offer me superpoints, BUT they only offered me 300 points, which is the equivalent of $3.00. They had said they would give me 3000, which would be the equivalent of $30.00, which would cover the cost of the original purchase.I'm very frustrated and would actually prefer not to have to deal with this company again, and prefer a cash refund over the super points.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[The attached email provides the timeline for the delayed shipping reimbursement.  Rakuten did not provide the shipping label for the return; in accordance with their Marketplace retail agreement and policy.]
Regards,
[redacted]

Hi Revdex.com, The customer has already been refunded in the amount of $147.98 on 11/02. Please let me know if you have any further questions. Thank you, Rakuten.com Customer Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint...

resolved. lthough GoPlus said they would not mail the missing box until I returned the incorrect box, a box 1 showed up on my porch this evening. Thank you for your time, and I’m happy to report I will not need your services.
Regards,
[redacted]

Hi, I am sorry to hear you did not receive your item. As a one time courtesy, we will issue a refund for the order. Please allow 1-2 business days for the refund to reflect on your method of payment. Thank you, Rakuten Customer Support

Hello. Thank you for contacting Rakuten regarding order number [redacted]. I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. I have reviewed this matter and confirm that the purchased...

product was not correctly listed. In light of this, we issued you a return merchandise authorization (RMA) on 2/27/15, to return the item for a full refund. Please use the label below to send the item back, and we will be glad to submit a refund once the return is inspected and approved. Please send the item back with all manufacturer's packaging and accessories received. [redacted]If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. Sincerely, Rakuten Customer Support

Hello,Thank you for your email, and we apologize for the delayed response.I informed the seller of this matter that you received an empty package, and asked them to provide a full refund for you.  Please allow up to 1-2 business days for them to respond, and if they don't respond...

Rakuten.com will take action on your behalf.For this inconvenience, in addition to the full refund we can certainly offer you 2,000 Rakuten Super Points™ ($20 value) towards your next purchase on Rakuten.com.Again, we apologize for this inconvenience.

Hello. Thank you for contacting Rakuten regarding order number [redacted]. I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. In order to resolve this issue, we have emailed you directly...

with a prepaid shipping label, to send the item back to Rakuten for a refund. The tracking number for this prepaid shipping label is [redacted]. Please send the item back, and once it is delivered, please allow up to 5 to 7 business days for returns processing, and submission of your refund. If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. Sincerely, Rakuten Customer Support

Hello. Thank you for contacting Rakuten regarding order number [redacted]. I am very sorry for the inconvenience encountered with this order, and the refund was not received. This is not a typical or ideal experience for a customer to have with Rakuten.com. We had encountered a system...

error in refunding the transaction, in relation to the method of payment that was used. In light of this, we established contact with you on 2/2/15, and submitted the refund to you using the details you provided. If you would like to inquire regarding the status of the refund, please contact your financial institution directly, as they will be in the best position to assist you. If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. Sincerely, Rakuten Customer Support

Hello. Thank you for contacting Rakuten regarding order numbers [redacted] and [redacted]. I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. I have reviewed this matter and we will...

regrettably not be able to submit the refund for these orders as requested. This is per the fact that the two orders were confirmed delivered by FedEx, under tracking numbers [redacted] and [redacted]. The proofs of delivery for the shipments were provided to you on 2/5/15, included with our updates regarding the status of your claim request. I apologize for this inconvenience. If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. Sincerely, Rakuten Customer Support

Hello. Thank you for contacting Rakuten regarding order number [redacted]. I am very sorry for the inconvenience encountered with this order. This is not a typical or ideal experience for a customer to have with Rakuten.com. I have reviewed this matter and confirm a UPS call tag was...

issued for the item's pickup, with tracking #[redacted]. The item was received back by Rakuten, and a refund of $291.98 was submitted on 12/5/14. If you have not yet confirmed the refund to your payment method, please contact your financial institution directly, as they will be in the best position to assist you. If you would like to discuss the issue with us and tell us how we could make your next shopping experience better, please contact Rakuten for further assistance. Thank you very much. Sincerely, Rakuten Customer Support