Rakuten UK has been one of the most…
Rakuten UK has been one of the most frustrating customer service experiences I’ve dealt with. I made a qualifying Lenovo purchase through Rakuten during a 16% cashback promotion, followed all advertised terms correctly, and have timestamped evidence showing cashback activation and checkout through Rakuten. The transaction never tracked or appeared as pending. After weeks of emails, I’ve received little more than repeated generic responses saying they are “waiting for the merchant”, with no meaningful update, no accountability, and no confirmation that the cashback will actually be honoured. The most concerning part is the complete lack of ownership once something goes wrong. If tracking fails, the customer appears to carry all of the uncertainty despite doing everything correctly. I’m now considering returning the product entirely because the cashback formed a major part of the purchase decision. Consumers should keep detailed screenshots of every stage of the cashback process when using Rakuten, because if a transaction fails to track, resolving it appears extremely difficult.