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HelloThank you for contacting Rakuten regarding order number [redacted] I am very sorry for the inconvenience encountered with this orderThis is not a typical or ideal experience for a customer to have with Rakuten.comI confirm that a full refund of $has been submitted on 12/Please allow to business days for processingIf 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 assistanceThank you very muchSincerely, Rakuten Customer Support

HelloThank you for contacting Rakuten regarding order number [redacted] I am very sorry for the inconvenience encountered with this orderThis is not a typical or ideal experience for a customer to have with Rakuten.comI have reviewed this matter and do confirm that your order was shipped on 3/18/via FedEx tracking number [redacted] Per our returns policy posted on the Best Buy Marketplace below, we only accept items for a period of days, regardless of whether a refund or exchange is requestedPlease contact the manufacturer, as they will be in the best position to assist youhttp://www.bestbuy.com/site/olspage.jsp?id=pcat17089&type=page&sellerId=15329...⇄ 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 assistanceThank you very muchSincerely, Rakuten Customer Support

Hello, Thank you for contacting Rakuten regarding order number [redacted] I am very sorry for the inconvenience encountered with this orderThis is not a typical or ideal experience for a customer to have with Rakuten.comYour order was shipped via FedEx tracking # [redacted] , which shows delivery on 12/3/If you have not yet located your parcel, please check your shlocation thoroughly, including with any potential receiving partiesIf 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 assistanceThank you very muchSincerely, Rakuten Customer Support

Hi [redacted] , Regrettably, we are unable to manually apply available Rakuten Super Points™ on orders that have completed the checkout process. Since your available 3,662 Rakuten Super Points™ will expire as early as 1/8/2017, please apply your Rakuten Super Points™ on your next order with us... before 12:00am on 1/7/2017.Your available Rakuten Super Points™ automatically display in your cart and on the checkout page when you complete your purchase. You can choose how many Rakuten Super Points™ you want to apply during the order review stage of the checkout process. You may apply your Rakuten Super Points™ on the order ""Confirmation"" page of the Rakuten.com Checkout process.To apply any or all of your available Rakuten Super Points™, enter the amount of Rakuten Super Points™ you would like to apply to your order in the text box provided in the ""Rakuten Super Points™"" box and click the ""Apply points"" button. Your Rakuten Super Points™ will be applied to the order using the Rakuten Super Points™ with the closest expiration date first.For more information on using Rakuten Super Points™, please see the below help page under the heading ""How can I use Rakuten Super Points™?"":http://www.rakuten.com/help/content/219

HelloThank you for contacting Rakuten regarding order number [redacted] I am very sorry for the inconvenience encountered with this orderI have asked that this listing be corrected as soon as possible.This is not a typical or ideal experience for a customer to have with Rakuten.comRegrettably, I have been able to confirm that there was an issue with the listingPlease return the item back to the seller for a full refund using the prepaid label sent directly to your emailIf 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 assistanceThank you very muchSincerely, 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 The item was a present and was already givenThe item was falsely advertised as having a year warrantyI would be satisfied with a year for the gift receiver to return the product for a full refund if there is ANY issue with the product during that yearI feel I was misled by predatory business practices on the Rakuten site and offering a refund for returning the item is severely inadequate recourse for this treatment Regards, [redacted]

Hi, As stated, we will be unable to assist you further since the item was delivered to the address provided and signed forI have also attached the proof of delivery provided by FedExThank you, Rakuten.com Customer Support

Hello, Thank you for your reply regarding Rakuten order number [redacted] I am sorry that our previous contact did not provide an acceptable resolutionI have reviewed this matter, and have confirmed your Rakuten.com account has been disabled, due to a history of return issuesAt this time, I have confirmed the received parcel has been returned to you by the marketplace seller, Adorama Camera via UPS tracking number [redacted] We cannot issue a resolution for this return, due to the fact that the marketplace seller for your order, Adorama Camera, received a parcel full of paper for this return, instead of the Microsoft Surface Pro you orderedIf you have any further questions, please contact Rakuten for assistanceThank you very muchSincerely, Rakuten Customer Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As noted, Rakutencom has refused to provide the rationale and goal of the "extra" verification for this purchase despite repeated requests from the address verification staff, there are currently at least requests for a return call that have not been responded to in over hoursThe only response that staff will provide is for me to "fill out a form and send in a copy of my driver's license" or I cannot purchase - they refuse to state what the process is, what they are looking for and why the standard credit card verification is somehow insufficient
The provided initial explanation was: "we cannot match your name to the mailing address" - which is obviously incorrect because the full charge for the "cancelled" order has already been processed by my credit card company, which uses the same mailing address - clearly the standard credit card verification process went just fine and verified both my name and address with that cardI have also been told that the verification process is random and then told all purchases over $are flagged - this has the elements of financial profiling and it is illegal for them to ask for any additional information beyond what has been provided (name, address and credit card), especially if that information is validated via the usual credit card system, which it was
Google Trusted Sites has attempted to resolve the issue, also to no avail as Rakuten.com has not been able to articulate why they were not able to "verify" my address, why they are asking for a copy of my driver's license and what the purpose of the verification process exactly is, given that they had already charged me for the purchase and the transaction cleared (indicating obvious verification of all the provided information)Google Trusted Sites did find official Rakuten.com documents that note a "pre-authorization" is required of all purchases over $1000, but it does not state what that process is or entails (beyond the usual credit card verification process)There is no indication at the point of sale that any or some purchases will be subject to requests for PII and "extra verification", nor was there an attempt to contact me - merely a cancellation of my order and the request for me to call and fill out the form and send in my driver's license
The business practices of Rakuten.com are obviously suspect and inappropriate, bordering on and perhaps crossing the line into illegal, including profiling and the unsecured transportation and collection of personally identifiable information (PII)There is a known problem of fraudulent charges to users of the website dating back over year that remains unresolved with several pending lawsuitsThe inability of Rakuten.com to put in writing this "address verification" indicates a less than onerous intention with the inappropriate and insecure collection of this information
It is not sufficient for Rakuten.com to request that I "call them for an explanation" given they have already refused several requests for this informationThis issue remains unresolved and will continue to be so until Rakuten.com discloses the actual process, the purpose of said process, the justification for a process in excess of the standard credit card verification for online purposes and under what lawful authority are they engaging in the unsecured transportation and collection of personally identifiable information that is not relevant to the purchase nor necessary for credit card validation
Rakuten.com has attempted to appease my request by offering me a $creditGiven the insurmountable concerns of fraudulent activity from the website, I will not be using this
Rakuten.com has also not rescinded the charge to my credit card, which continues to show as pending in my account as of this morningThis charge needs to be cancelled immediately
Regards,
*** ***

Hello. Thank you for contacting Rakuten regarding order number ***. I am very sorry for the inconvenience encountered with this orderThis is not a typical or ideal experience for a customer to have with Rakuten.com. I have confirmed this item was listed incorrectly and the
listing has now been updated. http://www.rakuten.com/prod/product/?sku=270638877Please return the item for a refund using the RMA number and pre-paid label issued to your email address on 8/5/15. 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 assistanceThank you very much. Sincerely, Rakuten Customer Support

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response from Rakuten is just a generic one, does not actually address the issues I raised in my complaint, and raises a number of new questions.First off, I don't find their claim that they are going to investigate the incident credibleBefore contacting the Revdex.com I tried calling Rakuten's customer service directly, and each time was assured they were going to begin an investigation, but when I would call them back later for an update, each time I had to tell my story from the beginning, as they were apparently not recording any of the information I gave themOn November 13th I even received an email that said: "I would like to have this matter looked into a little more so we may see what we can do for you. You should receive an update on this by the close of the next business day, November 14, 2014." I never received the update, and furthermore, that email clearly states that not only did they intend to investigate, but that they had already begun an investigationFor them to claim now that they are only now starting an investigation, only proves that their earlier statements were disingenuousRakuten's claim that they "are unable to reimburse customers for payments that were made to third parties outside of Rakuten.com", is also unsatisfactoryFor one, it is not at all clear what would keep Rakuten from reimbursing anybody they like for whatever reason they like, and they don't even attempt to explainThe statement also seems to imply that they are only responsible for their website's payment service, which is like a grocery store claiming they are only responsible for their checkout counterThe payment service is only one part of a much larger siteA advertisement for a non-existent product was placed on a webpage that they own and control; if Rakuten believes it is not responsible for the contents of that webpage then they should be forthcoming in identifying the person or company that isThis also raises the question of how Rakuten, who by their own admission have yet to begin an investigation, can assert that they are free of responsibility in the matterThat they make this claim without possibly being able to know whether it's true or not reveals that their goal is merely to deflect responsibility, rather than to help me, or to prevent others from falling victim to the scams perpetrated through its website.Rakuten's brief, dismissive response only further demonstrates their indifference to the security of their customers, and how why they are responsible for the fraud on their website, even if they claim no association with their seller clientsIt has been over a month since I first notified them of the scam, and yet they haven't even so much as bothered to remove the fraudulent seller, Big Apple Deals, from their websiteThis means that they are completely aware that they are, through their website, directly assisting their seller, or at least someone with access to their seller's account, in defrauding their customersTheir website even encourages their customers to direct their questions and concerns to the sellers themselves, thus Rakuten is knowingly leading its customers into contact with criminalsI should also point out that their are numerous accounts that can be found on the internet written by customers who fell into the exact same type of scam on Rakuten.com, so Rakuten has been aware of these scams for much longer than just the last monthIt is really a bit astounding that any company could have gotten as far as Rakuten with such unabashed indifference to its customers' safety.If Rakuten can't muster the interest to address this problem, it's going to need to be settled in a courtThere is really no other way around it, and I wonder whether they are already resigned to this outcome, or whether they really believe ignoring me will somehow make me lose interest in recovering the money owed to me.Regards,*** ***

Hello, Thank you for your reply regarding Rakuten order number ***I am sorry that our previous contact did not provide an acceptable resolution. I have reviewed this matter, and confirm that we regrettably cannot offer a partial refundI also do reconfirm that we had issued you a prepaid shipping label and instructions to return the item for a refund, on 10/10/I am sorry, as we are not able to offer alternatives at this time. If you have any further questions, please contact Rakuten for assistanceThank you very much. Sincerely, Rakuten Customer Support

Hello, Thank you for contacting Rakuten regarding BestBuy.com order number ***. I am very sorry for the inconvenience encountered with this orderThis is not a typical or ideal experience for a customer to have with Rakuten.com. I have reviewed this matter and confirm
that your order has been refunded in full for $as of 10/8/As we cannot refund an amount greater than what is paid, your shipping reimbursement was submitted in the form of a mailed checkYour shipping reimbursement of $was to have been mailed out the week of 11/10/From the mailing date, please also allow to business days for delivery via US Mail. 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 assistanceThank you very much. Sincerely, Rakuten Customer Support

I cannot return the product or I would have already done that believe me I am done dealing with your company forever and guarantee that everyone I know and some I don't will hear of this blatant disregard of responsibility from your companyI do not accept either of the offers you have attempted to process keep your change you might need it to falsely sell product to some other victim Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

HelloThank you for contacting Rakuten regarding order number ***. I am very sorry that you did not receive your orderThe marketplace seller HRM USA will be shipping you a replacement today via US Postal Service tracking #***. If you have any questions, please
contact Rakuten for assistanceThank you very muchSincerely, Rakuten Customer Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The business did not offer me any resolution and it seems that my complaint was not read thoroughlyRakuten.com informed me that they would not issue a refund however I asked them to contact UPS first because I have already filed a claim with UPS and handed the package over to UPS for the damage inspectionAll they need to do would be to contact UPS regarding the tracking number *** , send UPS an invoice and finish up the claimOnce UPS has reimbursed Rakuten for the shipping damage then I would expect a refund back to my credit cardI will have to take legal action against Rakuten.com if they keep refusing to cooperate with UPS and if they keep treating me like it's my fault
Regards,
*** ***

Hello. Thank you for contacting Rakuten regarding order number ***. I am very sorry for the inconvenience encountered with this orderThis is not a typical or ideal experience for a customer to have with Rakuten.com. I have reviewed this matter and confirm a full refund
of $was submitted on 3/24/This should process in to business days and reflect on your original method of payment. 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 assistanceThank you very much. Sincerely, Rakuten Customer Support

Hello. Thank you for contacting Rakuten regarding order number ***. I am very sorry for the inconvenience encountered with this orderThis is not a typical or ideal experience for a customer to have with Rakuten.com. I have reviewed this matter and confirm that your item has
been returned to the marketplace sellerIt was delivered to them on 12/15, and a refund request was submitted on 12/16, which will take approximately to business days to processWe regrettably cannot provide a replacement, as a listing error was confirmed. 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 assistanceThank you very much. Sincerely, Rakuten Customer Support

Hello. Thank you for contacting Rakuten regarding order number *** I am very sorry for the inconvenience encountered with this orderThis is not a typical or ideal experience for a customer to have with Rakuten.com. I have reviewed this matter and confirm a refund request was
submitted for $This was for order ***, which had been placed for Marketplace Subscription Services for the months of February, March, and April We regrettably cannot submit a refund on order ***, which was for the preceding months of November, December, and January, as these services were already utilizedI 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 assistanceThank you very much. Sincerely, Rakuten Customer Support

Hello. Thank you for contacting Rakuten regarding order number ***. I am very sorry for the inconvenience encountered with this orderThis is not a typical or ideal experience for a customer to have with Rakuten.com. Regrettably, your order was cancelled because you have an
unverified *** AccountAs a security precaution, we cancel all orders using *** unless they are verified.You can find more information on how to get a *** Verified Account at:http://www.paypal.com/cgi-bin/webscr?cmd=p/acc/seal-CA-unconfirmed-outsideOnc...⇄ you have verified the information with *** please feel free to place a new orderAs long as *** verifies the information, Rakuten.com will release your order for fulfillment within a timely manner.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 assistanceThank you very much. Sincerely, Rakuten Customer Support