How Rakuten Betrayed My 92-Year-Old Mother: A Cautionary Tale of Corporate Arrogance and Broken Promises

Note: This article details a frustrating experience with Rakuten that has since been resolved. For the full update, please see the addendum at the end of the article.

In today’s world of online shopping, cashback services like Rakuten hold out a simple, enticing promise: shop through their platform, earn money back, and enjoy a little extra cash in your pocket. For thousands of users, it seems like an easy way to make everyday purchases a bit more affordable. That’s what I thought when I decided to introduce my 92-year-old mother to Rakuten’s platform.

What followed was a saga of frustration, humiliation, and bewildering indifference. A saga where a giant corporation, instead of honoring its promises, chose to dismiss, penalize, and condescend to us. Our story is not unique, but it is personal. It’s a cautionary tale about how big companies can betray the trust of their most loyal customers and refuse to take responsibility for their own mistakes.

The Promise of Cashback and a Simple Referral

Like many families, my 92-year-old mother and I are always looking for ways to save. When I discovered Rakuten, I thought it was a brilliant idea. They promised cashback for shopping at popular stores and an easy $40 referral bonus when you refer a friend or family member. It seemed like a win-win.

I referred my mother, and she signed up using her email address. After registering, she made a purchase — a $56 food processor from Lowe’s. We followed the rules exactly as Rakuten described. It should have been simple. She gets her food processor, we both get a $40 bonus, and everyone is happy.

But when we checked our accounts, there was no bonus. Instead, we saw a cold, confusing message:

“Your referral bonus is ineligible.”

Seeking Help and Hitting a Brick Wall

We were baffled. My mother had followed the rules to the letter. Surely, this was just a misunderstanding that could be cleared up with a quick email.

We reached out to Rakuten’s Member Services. That’s when we were introduced to Trisha.M, a customer service representative whose name would soon become synonymous with frustration.

Her first response was a boilerplate, dismissive explanation:

“Our system periodically removes the bonus on ineligible referral accounts.”

No details. No effort to understand our situation. Just a vague statement that left us with more questions than answers.

We explained that my mother and I are two different people. We provided evidence: a copy of her driver’s license to confirm her identity. We thought this would clear things up. After all, how much more proof could they need?

Accusations and Account Closures

Instead of acknowledging the evidence, Trisha doubled down. Her reply stunned us:

“We have verified that these accounts were created by the same user and that the orders placed on these accounts were placed by the same user(s).”

Verified? Based on what? We had provided everything they asked for. Yet, Trisha’s response essentially called us liars. She was accusing a 92-year-old woman of creating fake accounts to scam Rakuten out of $40.

And then, the final blow:

“We ask that you select one email to keep, and the others will remain closed and ineligible for payment.”

Rakuten didn’t just deny our bonuses. They closed both of our accounts. All because we asked for help. Instead of resolving the issue, they punished us.

A Personal Betrayal

Imagine explaining to your 92-year-old mother that the company she trusted has shut her out, that they’ve accused her of fraud, and that they won’t even acknowledge the proof she’s provided. My mother, sharp and independent despite her age, was deeply hurt. She told me:

“I’ve lived almost a century, and I know when someone’s trying to pull a fast one.”

She wasn’t wrong. Rakuten’s refusal to listen, their dismissal of the evidence, and their cold, condescending emails felt like a betrayal.

The Ripple Effect of Their Actions

This wasn’t just about losing $40. Rakuten’s decision had real consequences:

• Over $3,000 in Planned Purchases: We were planning to buy over $3,000 worth of items from Lowe’s, counting on Rakuten’s cashback to make those purchases more affordable along with using some Amex offers. With our accounts closed, those plans were put on hold until things got resolved.
• Referral Bonuses Lost: I had referred two friends who made qualifying purchases. Their bonuses were now in jeopardy.
• Pending Cashback Forfeited: I had a significant amount of pending cashback from legitimate purchases, all of which was now lost because Rakuten decided to close my account.

We Are Not Alone: Thousands of Complaints

Our experience, sadly, is not unique. Rakuten’s Better Business Bureau (BBB) profile paints a grim picture. They have a 2.48-star rating and nearly 2,000 complaints closed in the last three years.

One frustrated customer wrote:

“There appears to be a scam brewing with this company, and I’ve had to FIGHT to get my cash back. They keep marking purchases ‘ineligible’ whenever there is a larger purchase, higher dollar amount.”

On Sitejabber, Rakuten has a 2.7-star rating from over 2,000 reviews. Customers repeatedly complain about denied cashback and poor customer service. One review reads:

“Every time I make a big purchase, they find a reason not to give me cashback. Customer service is useless.”

On ComplaintsBoard, the story is the same. Users report being stonewalled, denied legitimate cashback, and treated with suspicion instead of respect.

A Call for Fairness and Accountability

We tried everything to resolve our issue. We provided evidence, we explained the situation calmly and clearly, and we gave Rakuten every chance to make things right. Instead, we were met with dismissive responses, baseless accusations, and unjust punishment.

This experience has eroded our trust in Rakuten. Companies like Rakuten thrive because of loyal customers who believe in their promises. But when those promises are broken, and customers are treated with disrespect, it damages more than just a single relationship — it damages the company’s reputation.

Think Twice Before Using Rakuten

If you’re considering using Rakuten, be warned. Document every transaction meticulously. Be prepared for the possibility that you’ll have to fight for what you’re owed. Our story is a cautionary tale of what can happen when a company stops caring about the people who support it.

We hope Rakuten will one day realize that fairness, honesty, and respect are more valuable than a few denied bonuses. Until then, we’re moving on — and sharing our story so others can make an informed decision.

Key Quotes from Rakuten’s Emails

• “Our system periodically removes the bonus on ineligible referral accounts.”
• “We have verified that these accounts were created by the same user.”
• “We ask that you select one email to keep, and the others will remain closed and ineligible for payment.”

This is our experience. And based on thousands of similar complaints, it could easily be yours too.

Don’t let companies like Rakuten get away with this. Share this story, stay informed, and demand better.

Update: Rakuten Restored Our Accounts

After publishing this article, Rakuten reached out to my Mom. Diane, a Member Operations Analyst Supervisor, took the time to carefully review our case. She explained that the issues arose because my mother’s Lowe’s order was paid for with my payment method, which caused their system to flag both accounts. This is why our bonuses were initially denied and the accounts were closed.
As a courtesy, Diane has overridden the flag, restored both accounts, and reinstated the referral bonuses. I appreciate her assistance and Rakuten’s willingness to resolve this issue.

However, the frustration, confusion, and condescending responses we received during this process highlight how easily misunderstandings can escalate when customer service fails to engage properly. While I’m relieved that this situation has been resolved, I believe our experience still serves as a cautionary tale for others who may encounter similar issues.

I’m leaving the original article intact because it documents the journey to resolution and underscores the importance of responsive and fair customer service.

Thank you to everyone who read, shared, and supported this story. Your voices made a difference!