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2.0 60 Reviews

Rakuten Complaints Summary

13 Resolved
38 Unresolved
Our verdict: When using services from Rakuten with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Rakuten reviews & complaints 60

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K
8:30 am EST

Rakuten Beware at all cost

I ordered a Samsung watch as a present from Rakuten website. When it arrived and I opened the package I was very disappointed. The watch looked used. It was billed as "new", but it was obviously repackaged and there were spots on the box where tape had been pulled off. It was delivered at the last minute and I didn't had time to return it back. I tried to call the, explained that it is not my fault that shipping took so long, but they still refused giving my money back. Very disappointed.

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1:39 pm EDT

Rakuten They cancelled the order because of my card, but money was taken from it

I purchased one toy for my nephew from www.rakuten.co.uk. This company cancelled my order and indicated that my card was invalid. When I contacted the customer services, they really didn’t know what to tell me, because they told that they had such situation for the first time. I asked to return money back, because the card was charged, but the rep told me to wait and they would tell me what they have decided.

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9:24 am EDT
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Rakuten fraud

I am a small business owner and full time stay at home mom of two young toddlers. My husband is a professional musician and drum instructor. He is very talented at photography and I wanted to buy him a nice Canon camera so he could make additional income for our family since his drum teaching business had slowed down quite a bit. I found an incredible deal on Rakuten and was a bit skeptical of the seller because when I went to check out and there was a $299 shipping charge. So I sent an email to the “real customer service” Rakuten and they replied back the following to ease my concern about the seller (see quote below at end of this email) in essence saying that he was a verified seller and encouraged I reach out to them directly. Anyways, from their this “verified” and highly rated seller told me that the order had been processed through Rakuten and to check my spam mail for order details and directions. Anyways, it was a fake Rakuten document with order support link that went directly to the thieves...so the rest of my correspondence was through them thinking I was talking to customer support at Rakuten (the order had links that clicked to customer support at Rakuten). Anyways, after much hesitation and many emails being confused on why I could not process through a credit card they said it was a safe transaction and that this particular seller only accepted Wire Transfers. So I told the fake customer support at Rakuten I was confused because the on Rakuten’s real website I saw credit cards were accepted. After researching and realizing that Rakuten also did take Wire transfers as a form of payment I thought ok this is just a weird way of purchasing. The fake Rakuten CS said they were a verified seller and had been with Rauketen for 7 years and I did notice on the real Rakuten Website they were highly rated with good reviews. Furthermore the theives told me that the Wire Transfer would be held with a Rakuten Agent until I received the camera. I know I feel like a fool now but I did research Rakuten and saw this was a really big company like Ebay and again over and over again Rakuten encouraged me to work with the seller directly.

So now I am out of all of our money to pay my families bills is gone. I contacted Tasha at the fraud department and I told her I did a wire transfer...and then she immediately said where to Italy? I said yes, and she said I don’t know how they keep getting on their site. So this seems to happen all the time. Anyways, I was mad...she said I had no recourse and that Rakuten could not give me my money back since the order was not put through the company. Don’t you think think that Rakuten has some responsibility in the fact that their so called verified sellers are completely fake fraudulent accounts? From here I went back on the site to see what was going on and did some research...and now I see the same scam is back up on a different name (I have proof of this because I took pictures of the site and also set ups a sting operation to see if it was the same sellers and indeed it was) So I sent Tasha an email notifying her that they have done nothing to stop the fraud at Rakuten. Within five minutes the Director of Operations, Nick Thompson, calls me….which is funny that for over 24 hours I was waiting for a manager to contact me back. Now I had Nick Thompson calling me asking for the new name of the account. I said I will help you out if you can go back to your guarantee that I will get my money back from your company since I never received my product. He said, well, I can’t guarantee that but if you tell me the whole story then maybe I can help you. I said you know the whole story and he then stated he needed the new name of the seller scamming now so he could get the full story to tell to the CEO. Don’t trust him at all and was a total jerk to me on the phone. Well, it’s funny of the thousands of sellers on there I found them pretty easily...I should be working for the fraud department at Rakuten so maybe someone could pay me some salary from Rakuten and I can tell you exactly what these scam artists are doing. Anyways, I was pissed off...I mean seriously you are going to let the scam artists sell more fraud to the public out there to save you $1400. I told him it’s a million dollar company and you are not going to help a victim out and the general public out. He said big or small companies have to watch their numbers no matter how much money they make. I guess he is willing to let the scam artist stay on the site so he can save money for the company. Furthermore, I asked the Director of Operations, what the process is for seller verification and he said he wasn’t exactly sure and that he’d have to research it. Anyways, this company has a huge PR problem. I am going to tell my story to whoever will listen including the Attorney General, the higher ups of Rakuten, and the media. The customer service so far has taken no responsibility for this breach of security and the site is now completely run by thieves. I hope you are able to notify the CEO and top management of what is going on Rakuten site. Thank you for your time and sorry for any anger that might come across this email it is not directed at you.

Also, it seems that no one at Customer Service is aware of these scams, as Wella, a CS person I spoke to several times over the phone told me there was still a chance I might get the camera even though I Wire Transferred a person in Italy. Why isn’t there training and an alert going out to all personnel at Rakuten warning of Wire Transfers. The website also has no warnings of Wire Transfer payments like Craigslist does...it just says they accept Wire Transfers as a form of payment.

Thanks for your time,
Jeanette “Jenny” Wilson
I am sorry for the confusion about getting the order placed for SKU [protected].

In an effort to provide our customers the broadest selection of products, Rakuten offers listings from independent sellers in our marketplace. When you place a Rakuten Marketplace order, you make a purchase directly from the seller throughRakuten's checkout process. Rakuten charges your method of payment and coordinates the shipment with the seller, who ships the order directly to you.

Your security is our priority, so Rakuten does not share your payment information with a seller. We also take pride in carefully protecting our customers with our Marketplace Guarantee should any issue arise in the process of receiving your order.

We encourage you to reach out to the sellers to confirm any information regarding the item or the independent seller's policies. You may contact Ballhogjoni Enterprises via email at:

BLH.[protected]@aol.com

You may contact them directly about the shipping fee of the item they have listed in our website as at is currently offered at higher price than the $11 shipping charge mentioned in their email.

Rakuten holds its marketplace sellers to high standards of quality, so you can expect a response back from the seller by the close of the next business day.

Please let us know if there is anything else we can do to help you.

Sincerely,

Wella | Customer Support
Rakuten.com Shopping

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Andhika
, US
Apr 28, 2013 9:46 am EDT

I became a victim of Rakuten.com activity. When I purchased a computer program that was supposed to cure my computer, this program was installed to gather personal information. I will start a law case. They are thieves and liars!

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Eustace E. Akeredolu
, NG
Apr 08, 2014 2:06 am EDT
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In January 2014, I purchased Armour for Android and paid USD equivalent of N254.50 . After 4days I cancelled it. But ever since my account with UBA Nigeria has been debited regularly without authorisation.
They are as follows: 29/01/14 - USD equivalent of N7, 895.49; 01/03/14 - USD equivalent of N7837.68;29/3/14 - USD equivalent of N7795.42; 08/04/14 - USD equivalent of N5047.20;
Please I will like all these monies refunded back unto me as it is almost becoming financial embarassment to me because my bank balance becomes depleted unexpectedly. My alternate email is eustaceakeredolu@gmail.com. Thank you.
Eustace E. Akeredolu

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Tosin Adejonwo
, NG
Jun 19, 2014 11:08 am EDT
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I have been debited four times with $0.99 from the 16th to 19th of June, 2014 when I only made payment once for an antivirus from appbuy.com
My GTB account is [protected]
I therefore seek a refund immediately

Regards,
Tosin Adejonwo, Lagos Nigeria

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joaly
New Haven, US
Jun 19, 2014 11:07 am EDT

The iphone3 I bought six month ago from rakuten.com is not a brand new phone as it was described. It has been activated before I bought it. I was told that the 1-limited repair service has been expired when I went to the apple store. I am very angry with its ways to deal this problem. They don't answer my email.

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Rakuten Fraud
Not Provided, US
Jun 19, 2014 12:16 pm EDT

You are far from alone... http://rakutenfraud.com

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zakariyah abdullah
, NG
Jun 12, 2014 10:50 am EDT

please I was trying to buy an application but I don't have sufficient fund in my account. please I want you to help me deactivate the transaction

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1:24 pm EDT
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Rakuten ENTIRE COMPANY

Buy.com emailed me stating that my order was on hold because the shipping and billing address did not match. I contact my bank and the bank contact Buy.com. I was in a 3-way conversation for about 15-minutes. My bank could not even understand why the billing and shipping address had to match. I contact Buy.com 2-days later. The customer rep told me that the order was still on hold because the address was not verified. I expressed that the bank contacted Buy.com to verify the address, just like they wanted. The rep said "Yes, I see that your bank contacted us. I see it in the notes." Then she told me that the verifcation department had to contact my bank to verify address and for me to provide a phone number. IF THE NOTE SAYS THAT MY ADDRESS HAS BEEN VERIFIED, WHY DOES IT HAVE TO BE VERIFIED AGAIN?!?! The rep could not give me an answer. Later, I decided to cancel by order because the process was taking WAY TOO LONG. Then, I received the email below:
==================================================================
Hello *********,

We regret to inform you that your order ######## has been cancelled. This was because our Address Verification Team was unable to verify vital shipping or billing information in your order. Since we are not able to hold an order open indefinitely, after a certain amount of time, our system had to cancel your order.

For further information regarding the reason for cancellation, please contact us at:

[protected]@mail.rakuten.com

We regret having to cancel your order and sincerely hope that we are able to do business with you in future.

Sincerely,

Rakuten.com Shopping Customer Support
www.Rakuten.com
==================================================================
Terrible company and horrible customer service. They even took my money already and my order was on hold. Unbelievable! And very unethical. I would rather take my chances and purchase elsewhere, even if I have to pay more for it. Thanks for ruining my graduation gift Buy.com!

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SirTurtle
, US
Jun 26, 2014 10:41 pm EDT
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I had a similar experience ordering from Rakuten. I ordered something, and the next day they just canceled my order. The email claimed that PayPal requested that the order be canceled. However, PayPal showed the transaction as successful. Viewing the order status on the Rakuten site showed that same message you had about not being able to verify the address information. They didn't even contact me about it, they just automatically canceled my order.
I used the form on the site to ask about this but I still haven't heard back.
I ended up ordering from another site and had no problems. Rakuten is the only site I have ordered from that decided to cancel my order because of some "issue" with my address.

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11:41 am EDT
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Rakuten POLICY/CUSTOMER SERVICE

I HAD PURCHASED A GRADUATION GIFT FOR MY FRIEND. I RECEIVED AN EMAIL STATING THAT THE ORDER WAS ON HOLD BECAUSE THE BILLING AND SHIPPING ADDRESS DID NOT MATCH. I WAS NOTIFIED TAHT UNTIL THE SHIPPING ADDRESS WAS ADDED TO MY BILLING ADDRESS, THE ORDER COULD NOT BE PROCESSED (HOW DOES THIS MAKE SENSE!?!?!?! I DO NOT UNDERSTAND WHY I CANNOT SHIPPING TO A DIFFERENT ADDRESS!). I THEN CONTACTED MY CREDIT CARD COMPANY AND THE CREDIT CARD COMPANY CONTACTED BUY.COM CUSTOMER SERVICE DIRECTLY. WE HAD A 3-WAY CONVERSATION FOR ABOUT 15 MINUTES. MY BANK VERIFIED THE ADDRESS AND EVERYTHING WAS GOOD TO GO! WELL...AS SO I THOUGHT. I CALLED BUY.COM CUSTOMER SERVICE AGAIN AND I WAS TOLD THAT THE VERIFICATION DEPARTMENT HAD TO CALL MY CREDIT CARD COMPANY TO VERIFY THE ADDRESS. THIS WAS ALREADY DONE! THEY HAD ALREADY TAKEN MY MONEY AND MY ORDER WAS ON HOLD. HOW IS THIS ETHICAL? I HAVE READ A LOT OF COMPLAINTS ONLINE ABOUT BUY.COM AND I DO NOT UNDERSTAND WHY NOTHING IS DONE ABOUT IT BY THE COMPANY. I DECIDED TO PURCHASE MY ITEM THROUGH BUY.COM BECAUSE IT WAS CHEAPER, BUT I SHOULD HAVE PURCHASED IT THROUGH AMAZON, EVEN THOUGH I MAY END UP PAYING $100 MORE FOR THE ITEM. THIS IS A NIGHTMARE...

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4:55 am EST
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Rakuten Failed to deliver order

Placed an order for an item with play.com, it sat on pending in warehouse status for 4 days until i contacted them to confirm what the problem was. Then I asked for them to confirm it would be with me before Christmas (as i had ordered it before the Christmas cutoff date) and was told they couldnt guarantee that!
Extremely unhappy with this as now I have had to source the item from another location, paying premium next day delivery to ensure its with us before christmas and loosing out on quidco cashback too. All because they failed to deliver on their commitments.
There should be some way to make companies who fail to fulfill their commitments pay for the costs for sourcing from an alternative seller. They said it was in stock, delivery times were within acceptable timeframe for Christmas delivery and yet they failed and im having to pay the cost for this. Not acceptable!

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1:10 pm EST
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Rakuten Not refunding un delivered product

I can forward emails to you if this was to move forward

I decided to buy a product from play.com to then find that they had decided to change the delivery address to an old address on my list instead of my new one. i sent them up to now 4 emails stating that i didn't choose that address as i have not lived there for over 3 years. i paid extra shipping costs so that i could get the product asap. and that i would like a refund for both postage and product as i have not received it.

I only received a response from the first email, in which i have not received any others.
THEY have taken my money and not delivered a product or given me a refund. basically stealing.

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4:53 am EST
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Rakuten Play.com before you buy read this

NEVER NEVER NEVER purchase anything from PLAY.COM since September 2011, Japan-based Rakuten, Inc. purchased Play.com for £25million, and it was gone down hill the customer service department simply ignores customers and never returns emails or letters sent out, customers are just left dangling on the line its a complete shambles, if I had been aware that play.com had been purchased in September 2011, there would be no-way in hell I would have made orders for christmas yes thats right my first order was 8th December 2011 paid for items for christmas and its 23rd January 2012 and no items have arrived, all the emails and telephone calls dont change the fact that since the buy out the company has sunk too well below its previous glory years.

Mark my words DON'T PURCHASE ANYTHING FROM PLAY.COM its not worth it your be out of pocket and chasing for a refund like me

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Brenda Craven
Rochdale, GB
Feb 17, 2012 1:01 pm EST
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Odered C.D was supposedly dispatched 3rd January 2012, , , am still waiting ! after several emails to supplier with NO response, I Mailed PLAY.COM several times, then filled in a custome guaruntee. a month after, , , given them all plenty of time to respond! Still being ignored! Am still waiting for my refund... will NEVER shop with them again

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12:41 am EDT
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Rakuten vat

my complaint is about (VAT) i live in jersey ci, i purchased 2dvds total cost £42ish i recieved one which was £8 first and they didnt take the vat off which they should off.ive contacted them several times by email with no succese.ive even phoned them only to talk to a woman in the bloody phillapines, who didnt have a clue what i was talking about.this is a company i will stay clear off next time.

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hlb
St Saviour, GB
Jun 28, 2012 7:08 am EDT

I know its a bit late but you do realise at the time that play.com was a registered Jersey company? started in jersey and based in Jersey so why they cant grasp Jersey as a place is stupid!

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9:54 am EDT
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Rakuten Order missing, No help from Play

Ordered an SD memory card from Play.com on the 27th July 2011, PLay took the money out on the 4th August. Checked status, said it was packing. After a week of waiting I sent Play and email asking where my item was. I received a generic email back saying it was still being packed and it would normaly be delivered in 24 hours. A week later on the 16th August I sent another email asking agan where my item was and how I was not impressed by the service i was receiving. I got a reply the same night with the same email would for would of the one I received a week earily. Needless to say I rang play on the 17th and the man I spoke to could only say it was in packing and should be despated shortly and that he would put me through to the correct department for my answers. At this point I requested he cancel the order and i would go somewhere else that would value my custom. He told me the money would be refunded.
What sort of customer care is it when, when you have a problem a generic email is sent out.

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Barclaydog
Cambridge, GB
Jun 03, 2016 8:36 am EDT

Hi

Just wanted to make people aware!

I went to purchase a PS Vita on Play.com (Shopto being the actual seller) on Monday night. The order did not go through as the website crashed and there was no order confirmation. On Wednesday morning I received 10 e-mails from Play.com saying that 10 PS Vita's had been dispatched. I immediately phoned their customer service department who were very unhelpful and said that they could not refund me the money until I had returned the items. The total cost that had been taken from my credit card was £1400. I explained that I had not made these orders and that they had dispatched and charged me for items that I did not want.

Instead of the items being stopped from being dispatched they arrived this morning. In fact the items had been dispatched 7 hours after I had asked for the order to be canceled.

After speaking to Shopto, they have arranged for the items to be collected tomorrow so that I can receive a refund. Which I was told I may not get before Christmas.They even said that Play.com had not been in touch with them!

All I can say is that I will not be purchasing anything from Play.com in the future. This issue has been handled so poorly and unprofessionally.

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Bilino
, US
Jun 03, 2016 8:36 am EDT

Never received goods, customer service non existent, and would not recommend this site, a bunch of amateurs running this company, and a lot of there stuff they don't hold in stock like most company's. Disgraceful this company in every way, you wait 3 months for items or never receive and take your money and don't refund.

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Gert1166
, GB
Jun 03, 2016 8:36 am EDT

PLAY.COM advertised BRINK X BOX GAME WITH PROMOTIONAL FALL OUT PACK.. GAME ARRIVED VERY LATE . NOT PROMOTIONAL DETAILS REC. CHASED 4 TIMES WITH EMPTY PROMISED WOULD SORT TO THEN BE TOLD NO LONGER AVAILABLE. NO PROPER COMPLAINTS PROCESS . STILL UNRESOLVED. BELIEVE PLAY.COM ADVERTISE THINGS THEY CAN NOT SUPPLY TO DRAW PEOPLE IN. MY ADVISE DO NOT USE THIS COMPANY CAN NOT BE REPLIED ON!

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Cambio2011
, IE
Jun 03, 2016 8:36 am EDT

We ordered a book from play.com on 6/12/2010 for a Christmas present. 56 days later we have still not received it. The company finds every excuse not to respond properly. Do not buy from this company - they cannot be trusted - your money will be taken immedately and you most likely won't receive the goods you paid for. I will never buy from them again.

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trinka
, GB
Jun 03, 2016 8:36 am EDT

ordered 500gb hard drive. phoned to ask why i had not received it and got a filipino sounding call centre who i could not understand very well saying to wait till 21 days had passed. ridiculous. i could go to australia and back quicker. this item is obviously not going to arrive, and have asked credit card to refund money. this company have to cease trading

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kennyboy1949
, GB
Jun 03, 2016 8:36 am EDT

Please do not use Play.com as there is no proper complaints procedure.I have ordered and payed for an item that has not been forthcoming and absolutely no replies to emails.I WILL NEVER USE PLAY. COM AGAIN and I would strongly reccomend people to steer well clear of this shoddy service

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mettauk1
Wandsworth, GB
Jun 03, 2016 8:36 am EDT

I ordered and paid for a hard drive on 24th Jan 2010 got an email on 25th Jan saying "posted... Please allow 3-5 working days" It's now 5th February and nothing. So I called on the 3rd Feb and was told I would receive an email to report item not received.

Nothing!

AVOID THIS COMPANY

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cliona hewetson
, IE
Jun 03, 2016 8:36 am EDT
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my name is Cliona Hewetson. I ordered House M.d.: Season 8 ( 6 disc ) Boxset from Play.com. Order number [protected]. Order date 4 Nov. 2012. I did not receive this to date, or get any response from my emails sent .

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Jissoy
, US
Jun 03, 2016 8:36 am EDT

Still waiting for refund over 2 months, they should be quicker being big boys, a very shoddy company that we all buy from.

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mollypopdee
Nantwich, GB
Jun 03, 2016 8:36 am EDT
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Play.com Second time they have done this say that the item is out of stock now they have it in stock at the higher price they are a total rip off will never get the dvd like last time

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4:19 pm EDT
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Rakuten Customer Service

A truly awful experience. If you think the customer service is bad for buying things on play.com, don't ever use Playtrade, certainly the worst experience of my life...listed 100 listings, all say they are active but none actually are, sent 12 e mails so far and had no reply, they wont let me transfer what's in my play account to my bank, quite frankly I want nothing to do with play.com or its a abysmal customer service. If you order from them, don't expect your delivery to be anywhere near on time, delivery used to take 3 days but is now nearer 10 days. Very poor experience indeed! Very very unhappy and considering legal action!

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livewire45
Belfast City, GB
Apr 28, 2011 10:55 pm EDT

Did you read the PlayTrade instructions?

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12:38 pm EDT
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Rakuten no refund for items not delivered

I ordered a graphics card from play.com for the sum of £177. I was given a tracking order for a courier company called Hermes, who were handling the item while it was abroad and were shipping it to the UK so Royal Mail could then deliver it to me. I checked the tracking and it appeared that Royal Mail never actually received the item.

I contacted play.com about this and they told me to contact Hermes, so I contacted them and they told me they couldn't do anything and that I should contact the company I ordered the item through. I eventually was allowed to make a claim on the item to get a refund and they sent me a Royal Mail item recovery form to fill out and return, which seemed pointless as it never went in to the hands of Royal Mail.

2 weeks later and I still haven't been refunded for the item, my numerous e-mails are read and left unreplied to and I'm £177 pound out of pocket. Just to rub salt in to the wound, I recieved an e-mail from the play.com CEO saying that they have had a security breech at one of their customer information branches and all of my personal details have been stolen.

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3:35 pm EDT
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Rakuten Camera never dispatched

Ordered a camera from play, at the most competitive price, the item is listed as 4-5 days dispatch time - 3 weeks later, I still do not have the camera, I received an email on the 5 day advising the camera was out of stock. I phone Customer Services, they advised it would take 4-5 days, after saying I have already waited 2 weeks he said they have a stock rotation every 29 days and it might turn up then but was unable to give any information about my actual order. I have contacted the complaints department twice by email and not even had a response.
This is the second time something similar has happened with play, they seem to offer cheap deals and then never fulfil them (I have noticed they have relisted the camera at a more expensive price, so wondering whether they every plan to send the camera). Play is suppose to be a recognised company and in the past it use to be great - but now it's become a joke, am I suppose to keep on waiting for my order or cancel it but then if i cancel it - they probably charge me for it in the future as suggest in other posts!? I'm sure something illegal is going on here and they must be something against trade descriptions allowing them to do this!

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6:35 am EDT
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Rakuten declined order without good reason

i placed an order for some headphones which they flagged as further id checks required. after claiming that they were unable to verify my address (which they use a '3rd part credit rating agency' to perform) they dropped my order & declined my account. they will not provide exact details on what was mismatched and declined my offer to submit proof of address (like a statement or bill).

they provided vague reasons ranging from the fact that the order was large; to the fact that i recently moved and have not built up an order history at my new address.

further complaints to their customercare also got a flat no response and they refused to deal with me further.

i have referred the complain to consumerdirect.gov.uk

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2:30 pm EST
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Rakuten Have been conned out of £254

I sold some items on Play.com in December 2017, in order to fund my daughters college trip due to take place next week. I managed to raise £254 and was really pleased with this. After waiting the 14 days stated on their website (in order for them to run checks on bank accounts) I was able to transfer this amount to my bank account. I was told that this had been a success and would be in my bank account in 7-10 days. This came and no money in bank account. I phoned up their 'customer helpline' supplied on their website Play.com and was told that the transfer had been done successfully and was just delayed due to the Christmas and New Year holidays. The date I was therefore gave came and went and still no money. I phoned again and was told that the money hadn't gone in due to me supplying a pre-paid credit card (which is all I have) however I was told that it was due to someones mistake in their department authorising the card when they shouldn't of (fair enough I thought). I asked them if they could send me a cheque in that case, they said that they couldn't do this as they didn't offer this service. Therefore they said the only way I could get my money without spending it on the site (which I think thats what their after as that way they can profit even more than they habe done already) is if I could find a friend who was willing to transfer the funds to their bank account. I explained that I didn't want to spend the money on the website as I was relying on the money for my daughters college trip. Therefore I managed to find a friend who was willing for me to put the money to their account.

I did this and changed all of the necessary details on the website and emailed the address I had been instructed to do in order for them to transfer the money. Therefore I was then told that the transfer had been a success and would be in my bank account in 7-10 days. The 7-10 days come and the money was still not in the bank account so I phoned them back and spoke to someone called Jonthahon in the PlayTrade department who told me the transfer had gone through successfully and they were just waiting for the bank to authroise the money and to phone back the following day and ask to speak directly to him (he gave me his extension number to do this). So I phoned back and was told that they couldn't put me through to him as they didn't offer this service. They put me through to someone else who was extremly rude and told me that I had no choice but to wait an additional 5-7 working days for my money. I told her that this was unacceptable as this had been dragged out for such a long time and I was still not getting my money and that I had already waited the time supplied on the website and the helpline. She told me that she couldn't do anything and threatened to terminate the call.

I realised I could no longer speak to her as she was of no help whatsoever and was just very very rude. I therefore phoned back and spoke to someone else who told me that the reason the money didn't go in was due to the account number not matching up with the sort code from the banks details. I therefore double checked the details found that they all matched correctly so I phoned back.

Speaking to someone else this time who told me a different excuse apparently now it was bouncing at the banks end. So I called up the bank who informed me that they would have no problem letting the money go through. I phoned back Play.com and informed them of this and was then told that Dave in PlayTrade had managed to sort the whole problem out and the money would be in my bank account in 10-15 minutes. 10-15 minutes came and no money. I realised that there was no point phoning them anymore as they were just giving diferent excuses each time.

I therefore contacted the Office Of Fair Trading (in Jersey where Play.com are based) and the Daily Mirror Investigations. The Daily Mirror contacted Play.com who informed them that they couldn't speak to anyone other than the account holder but how they 'welcomed me' to email them which I did. About four days later I recieved a reply from them informing me that the reason why my money hadn't gone in was because the changing of the bank details had triggered security measures therefore they were putting the money in manually in order for me to get it and that the money would be in my bank account on the 11th of February 2017. This came and still no money. Emailed them back and recieved a reply from someone else who told me I would have to transfer the money again. I replied saying that this was unacceptable as I had already waited long enough. I then recieved an email from someone else saying that they had transfered the money and taken another transfer fee for doing this. They have taken a transfer fee everytime they transfer the money despite it not being my thought as I have supplied a proper credit card and valid bank account therefore there is no excuses as to why the money is not going in. Therefore the value of the money has come down because of this which I think is disgusting as they are obviously doing it in order to get more money (despite taking a huge amount in fees already).

I then recieved a phone call from them saying that the money will be in my bank account at the beginning of this week. I highly doubt that the money will go into my bank account as I do not trust them at all. They have already done this many times before and promised me that the transfer has been a success and that the money will go in, but it never does. They are a disgusting company and I strongly advise not going near them. My experience of them has been terrible the whole process has been dragging on for two months now and I am still not getting my money.

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rac123
Colwyn Bay, GB
May 20, 2010 5:56 am EDT

Ordered Sony blu ray player with free Avatar Special edition disc. Player delivered and works great. No disc has been sent. have contacted customer service twice and told the disc would follow.
Have now written to the marketing director twice but not had a reply.
I have used the company for many years and was completely satisfied with the goods and the service until now.
From the reviews of this product quite a few others have not recieved the freebie.
Will now be going to Trading Stadards.

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jaguarman
MIDDLESBROUGH, GB
Sep 22, 2011 9:00 am EDT

I have had TWO Blu-ray films go missing.. and the first one it took 6 weeks to get a replacement.. the second one I returned the complaint form they sent to Ireland (1st class post) and they said they never received it ... two emails sent from the site and the second one gave me another form to prInt and sign and an email address to sent it to. I got NO reply after a week. So I phoned, and spoke to 2 people (one was supposed to be a supervisor) who said they had no record of either the letter or the emails that I had sent (how convenient !) ... but if I resent it straight away (same email address) it would be done immediately.. I even sent a second email the next day asking them to confirm they had received the first one .. guess what ! ... 7 days later and still nothing !
AVOID THIS COMPANY AT ALL COSTS .. ORDER FROM HMV OR AMAZON INSTEAD !
This is the WORST firm I have evenr darlt with bar none .. and as an ex-Csutomer Service Manager for a large international firm I speak with some authority !
I would SACK all the customer service staff they are totally useless and just laugh at you basically !

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ConnorG
Belfast City, GB
Dec 17, 2012 1:59 pm EST

Placed an order for my nephews Christmas present, it was a ps3 game and they sent me an Xbox one instead, I phoned up and the only thing they can do is for me to ship it back to them and wait 2 weeks for them to process it then they will send a new one out, so had to fork out on another present for him and wait untill after Christmas for his game, plus I paid extra for quick delivery and it still was 5 days late... Cheers play.com that sucks. :(

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Claie490
Elgin, GB
Aug 20, 2011 9:29 am EDT

On the 28th July I ordered an SD card from Play.com. They took the money on the 4th August. After 2 emails and 2 automated replies, 2 phone call and 2 conversation, I stil don't have my SD card.
Finaly on the 17th August I rang play and asked them to cancel my order and return my money. The man I spoke to told me it was in packing but he was going to cancel the order. Two days later still waiting for my money. On saturday 20th August I rang play again. I was told the order was in packing and because of this the order couldn't be canceled. The order had been in packing for at least 2 weeks prior to this conversation. She assured me the item would "hopefully" be in my house by the wed or maybe the friday after. 4 weeks after I had made the order. We shall see...

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swstevewil
Liverpool, GB
Sep 08, 2011 10:42 pm EDT

"You will accept the wrong item wether you want it or not"

I have used play.com several times over the last few years and apart from slow delivery i have had no problems. This time however they have turned a simple transaction into a nightmare. I viewed and ordered a standard version of a gaming mouse. when I received dispatch notice they were sending me a left handed version. I logged on to their site and my order history showed a left hand version also. I then checked my browser history and my computer was never on the left hand page there was a link for the standard version only. I followed their returns link and there was no option to discuss this apart from comment section on the wrong item ordered. 75 characters only so kept comment simple "i need a number to discuss this" I later found a number on site and called. Everything I said was totally ignored. I eventually resigned myself to the fact that I would pay return costs. I asked for the standard version to be sent out once they had received the return only to be told that i would have to wait until return and refund had been completed, then start fresh order. I ordered elsewhere due to the delay involved. When the returned item arrived they then sent me an E-mail stating replacement was going to be dispatched within 24 hours. I called them to say I no longer required item and seeing as they said this wouldnt be happening why has it. Their response after an hour on phone was tough oh and by the way you're getting the left handed version again and you will have to pay yet again to return this (£7 with tracking. thats £14 so far for an item I didnt order!) No they couldnt possibly stop this wrong item being dispatched. Their system doesnt allow it. It didnt get dispatched until the following day . I have bought products online for over 10 years now and I have never come across such utterly poor customer service. I have a strong suspicion that I am never going to get my refund of them. Do not touch with a barge pole it really is a lottery but if you do get a problem forget any chance of reasoning with this company

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Lipiloory
, US
Apr 19, 2011 7:07 pm EDT

Ordered a large EXPENSIVE item with PLAY.COM- they sent small CHEAP wrong item in a jiffy bag (Total incompetence).Many submissions to them informing them of the error- they totally ignored me.Had to send back wrong item by Royal mail special delivery due to their lack of reponse with a detailed letter including photos of packaging etc..Even the jiffy bag had the correct price for the large item which would never fit into a small jiffy bag. After a great deal of time the money appeared in my bank account-No reimbursement for the royal mail costs.No appology-No communication from them whatssoever. They are based offshore- DO NOT TOUCH-its just not worth the hassle. Use a UK mainland company only as the rules are better.

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Donertone
, US
Aug 13, 2010 8:42 am EDT

I purshased through my pc, with play.com, A book and accompanying tape, (French for starters) The book arrived but no accompanying tape. I subsequently sent the book back, as per the companys returns policy. I was credited to my account the cost of the book, but a reduced ammount for the postage, ( the compant advises when returning goods, to record same, ie, proof of postage ) Several days later, i received a copy of the same book i had returned, i sent that back, recorded delivery. To date i have not been reimbursed for this book, having been already billed through my CC for same. The sum off £12. 99 plus postage, for returning the two books have still not been paid to me. I have written several letters of complaint to their customer relatios dept, in jersey, UK, no reply recived from them. Disgraceful way to treat a customer, bordering on fraud or theft.

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madara
, MU
Oct 12, 2010 5:09 am EDT
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This is the second time this has happened to me, and has led me to think that Play.com is actually advertising false deals and blatantly scamming people. They had a 2 PS3 games for 25quids deal in December. I jumped on it as the list of titles included MGS4, and at 12.5o pounds it was a great deal. Second game was so-so but bought it just for MGS4. Play.com sent only the second item and cancelled the MGS4 order without even sending an email.

Two weeks ago, the same deal popped up with MGS4 again included. Ordered MGS4 and a lesser known game. Play.com sends only the second title and cancels the MGS4 order again. My belief is that they don't actually have MGS4 but are using its popularity to sell other games. Will never use them again, as they don't even send emails to warn of this and never once gave me the opportunity to have MGS4 replaced with another title.

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Coopernaut
Dudley, GB
Jan 19, 2011 3:38 pm EST

I heard a lot of good things about Play.com from friends (but this was for cd's/dvd's) and decided to purchase a jacket that was half the price of the high street shops. Received a confirmation email that my order had been posted and it should take 3-5 working days. Well 14 working days have now passed and still no jacket! But what I can't work out is that Play.com say they won't do anything to try and track the parcel until 21 days have passed! Why wait this long?
After reading some of the nightmares customers have had with this site and arranging refunds, it seems like I'm in for a tough time. Will stick with Amazon in future.

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ultimateRUL
, GB
Nov 25, 2011 10:57 am EST
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I recently tried to order an Blu Ray player from Play.com... me email of complaint:

I just experienced your service and it was absolutely awful.

I have just placed an order on your website and the card details were incorrect so they declined. I went to make another order with different card details and this order went through ok. I then went to check the progress and noticed that the previous order had made had changed from declined to processing.

I called through to the call centre and spoke to someone who advised they couldnt help. I asked to speak to his manager, and was transfered to someone called Neil.

Neil refused to give me his full name for "security reasons". If this is your company policy I find this completely unacceptable. As a customer how am I supposed to have any confidence in what I am being advised if the person giving me the information isnt prepared to give me their full name. I had to confirm my full name when I spoke to him and find it completely unacceptable that the same courtosy isnt shown in return.

At no point did Neil or the person I spoke to first try and help me. They just advised there was nothing they could do. No phone calls were made to the warehouse, no attempt to prevent this second order going through (that wasn't needed or authorised by myself). Neil refused to let me speak to his manager.

The service I have recieved has been unhelpful at best. I intend to send both items back for refund and purchase from Amazon. I will not be using your service again.

Kind Regards,
Tim Overend

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11:25 am EST
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Rakuten Overcharging of DVD

I was charged £13.99 for the DVD "Harry Portter And The Half Blood Prince" pre-ordered under order No [protected]. This DVD is available from other retailers @around £10. I have tried to contact Play.com on [protected] for several days but the line was always busy. Grateful to know if the price had come down since the pre-order and therefore a refund of the difference would be appreciated.

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Paul Dorset
Ringwood, GB
Mar 30, 2010 12:23 pm EDT

Play.com overcharged me for the purchase of a CD by putting an extra charge on my credit card on top of the correct charge. Trying to get Play.com to resolve the matter is a nightmare ~ customer service is definately not their strong point (overcharging may be a strong point). I will be avoiding this outfit in the future and would advise you do the same.

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Rakuten No refund - this must be illegal

Returned 2 Blu-Ray items, value £17.99, to Play.com on 15 October 2009 using the returns procedure as stated on their website. No refund received so I queried with Play.com and was asked for a Recorded Delivery number which I could not give as the items had been returned via Royal Mail 2nd Class packet. Was told that refund would be made when the items received in the warehouse. However, even though returns authorisation numbers were obtained for each item, I was told that these numbers are NOT USED to trace the items when returned.
I queried why use return authorisation numbers and was told that returns are identified by the recorded delivery number.
No where on the Play.com site does it state that items must be returned via recorded delivery!
So beware when returning items to Play.com. I am out of pocket by £17.99 and this was the first time I have used them. Will not use them again and will continue to use HMV.com who I have had no problems with.

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jenny22
Blandford Forum, GB
Jan 25, 2010 1:43 am EST

it is illegal! i ordered a t shirt from them before christmas and they cancelled it on the 14th january and they have not refunded me the money back!

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Peter.collins443
, GB
Dec 14, 2009 6:01 am EST

Contact trading standards

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6:37 pm EDT
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Rakuten fraud

On 29th September 2009 I purchased a book through a reseller on play.com, reassured despite not knowing the reseller (bestvaluestore) by play.com's fair trade guarantee that my consumer rights would be protected. My credit card was debited immediately to the tune of 53€. 6 weeks later, despite attempting every possible complaint procedure on play.com several times, I have heard nothing from either the reseller or play.com. Play.com's helpline is permanently offline and there is no email address to write to. You simply have to select your product and write up your complaint directly on the site, but I have received no contact whatsoever. In my view, this has gone beyond incompetence and now constitutes fraud, but I do not know how I can proceed with an online purchase as Play.com is based in Luxembourg and I live in Portugal. Anyone have any ideas?

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Rakuten Goods not received

I ordered an item from Play.com two months ago.

The item showed as "in stock, usually dispatched within 24 hours". It still shows the same now, but I haven't received it.

My order shows as "order Placed", not even processing.

They have a help system, but there are only standard questions and no means of contacting them by email. there is a system to report orders not received, but you can only do this 21 days after the order was posted, and of course, they haven't got around to posting it yet, nor to contacting me to advise me of the delay.

The only option open to me is to cancel the order, which can be done online. It appears there is no way of contacting this company to make a query over an issue like this.

Still, there are plenty more online booksellers out there.

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veryp*ssedoff
Hastings, GB
Sep 23, 2011 9:57 pm EDT

They have not changed! I ordered a monitor in May. After a week I hadn't received it. On the phone they said they did not have it and didn't know when they would. I told them to cancel my order and refund me. They said they had not taken my payment and would cancel the order. I ordered elsewhere. Today (September) I have had an email saying it has been dispatched. I guess they have now taken my payment. They have said I can return it for a refund when it arrives. I am so annoyed with them and think I will report them to trading standards.

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Fynt
Newcastle-under-Lyme, GB
Mar 04, 2011 9:37 am EST

This is exactly what has happened to me - ordered a USB device (£60) - says its in stock - lets you order it.
Next thing get a message its not in stock and will take 28 days - this is a massive difference from the expected (and stated) 24 hrs delivery if ordered before 2pm.
Web site still said 24hrs delivery and "in stock" 3 days after I ordered mine.
Now the prices have gone up - cant find a trace of their "reseller" - I suspect they "sell" cheaper goods then stock is unavailable requiring a swap to buy the more expensive version from play.com.
This isn't the first time this has happened and I swore last time that I'd avoid them ever again but guess I need to be bitten twice - shame they don't even offer to fulfil the order from other "resellers" on their books and fix it internally - would be good customer service and an internal charge for failure to fulfil orders would sort out these rogue "resellers" they contract out to.
I will never ever, ever, ever use play.com ever, ever again. I will advise friends, family and colleagues of my concerns and I hope that the impact on their business is significant enough for them to change their market practices.

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mettauk1
Wandsworth, GB
Feb 04, 2010 4:15 pm EST

I placed an order £119.99 for goods - told they were in the post on 25th January - still waiting!

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RoisinDubh
, IE
Dec 16, 2009 6:24 am EST

I have the same problem, I placed the order on the 7th Dec and it went to a subsidiary company who said they would let me know when it was been dispatched. I have had no joy emailing Play.com.
I would not have ordered if I had known this!

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6:04 am EST

Rakuten Account check deduction

This is a small amount to grumble about I know, but how they have done things has really ground my gears.
I got a 3V card to purchase a game from them and credited the account with £20 to make a £19.99 purchase, ( free postage BTW ).
When checking the order status I then found the card had been refused because a £1 test charge had been taken and there were now insufficient funds to cover the purchase. So I then had to ring them up to ask them what they were playing at. Apparently it was a 1st time customer account check. ( with no warning of this on the site! )
First time I called, I was promised it would be resolved and re-credited in 24 hours. It wasn't.
So I called again a day later and was told by a 2nd customer service operative that it could take up to 10 days to re-credit the account with the pound they had taken without my permission anyway. I asked them then, quite reasonably, simply to deduct this amount from the total and despatch the order. They refused, saying it was only a "virtual pound", despite the fact 5 days later the "virtual pound" is still missing. Is this a good way to do business? Checking their site over again, I could see no email or formal complaints address. That fact speaks volumes. I have cancelled the order and certainly will not deal with them again. I still await my pound refund.

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R T
, US
Dec 09, 2023 4:50 pm EST
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I made a purchase at Dell outlet on Nov 27, 2023 through a link on rakuten web site. It was tracked but I never received a cash back. At the time, they posted a 15% cash back for holiday shopping. I filed a request with Rakuten and their replied was cash back not available with Dell outlet. If it isn't available , why you posted it on your web?

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Xini Chen
, US
Dec 05, 2023 9:14 am EST
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I placed order of Lancôme on November 26. My order numbers are [protected], [protected], [protected], the issue is it seems like I didn’t place the order successfully because I didn’t receive an order confirmation, however my credit card still got charged for four times.

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lucystorey
Bradford, GB
Jan 19, 2013 12:45 pm EST

i have order a cd fromplay .com and i have payed for it but it has not come

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ChrisHanley
worcester park, GB
Dec 05, 2012 11:21 am EST

Ordered a ps3 game 3 weeks ago, they stated 10-14 days, it took 21. I can live with that. What I can't live with is the fact I'm expected to pay import duty and post office admin fee totalling nearly £13. I wasn't in when postman arrived, so he left a note with the charges on and told me where to collect item. I doubled checked my order and it came from a US company under play.com's Playtrade scheme. Under the Playtrade delivery policy, the price paid when ordering covers includes delivery charge (which was quoted as free delivery anyway). I have sent politely worded email asking for explanation, but after reading these posts I have little hope. Once again big corporation f**** over the little guy. Will never use play.com again and will discourage everyone I know.

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Playcomarethiefs
Cabot, US
Jun 07, 2012 7:46 am EDT
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Posted: 2008-12-02 by Fleur. "When checking the order status I then found the card had been refused because a £1 test charge had been taken and there were now insufficient funds to cover the purchase. So I then had to ring them up to ask them what they were playing at. Apparently it was a 1st time customer account check."
Well I have had a similiar problem for about the past 7 months. I tried to order some of my now husband's Christmas presents online and I received a similiar e-mail saying my card was declined yet they took out alleged $1 phantom charge. For some reason that $1 charge keeps coming out of my account each month, and twice this month. I have tried emailing them several times yet I keep getting the same automated response. I got no response at all when I attached the proof of the charges to my email. It is harder for me to resolve this as I live in America. I know it's not a lot of money but the point is that it's MY money, I work hard for it and Play.com is stealing it.

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Michael Shannon
Belfast City, GB
Dec 12, 2010 6:51 pm EST
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I am finished with Play.com. I ordered 2 laptrays in 2008. 1 laptray arrived fine but instead of the 2nd laptray they sent me an Action Man Toy. It took a month to get the correct item and refunded the cost of shipping the Toy back to them and they failed to even apologise.

I told myself that I would never use play.com again. Then in November 2010 I was searching for good deals on the 8th & final series of 24 on DVD. Play.com's playtrade had a seller selling the DVD for £23.99. I thought I would give Play.com another chance. I was so wrong.

The DVD was avertised as Region 2. When the DVD arrived it was a cheap Region 1 version China with some very bad English on the boxset. It was also a month before Region 1 was due to release their DVD. I returned the boxset 4 weeks ago and I'm still trying to get a refund for the DVD and postage.

Beware that Play.com is now involved in the sales of illegal and fraudulent items.

SAVE YOURSELF TIME AND MONEY BY NOT SHOPPING ON PLAY.COM

Michael Shannon

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nessiepot
, GB
Mar 07, 2010 11:37 am EST

I used play.com for the first time today. I tried to purchase an alubm from Play.com costing about 6 pounds by card, however I had misread my balance and didn't actually have sufficient funds on the card in question. The order was declined, and I was sent an email saying the order was declined, I had not been charged, but if I was to re enter valid card details I could proceed.

I tried to 'top up' the card online, but I couldnt because the card was 'in use'. I decided to cancel the pending orders. Yet the funds on my card had gone down by a pound. My card is linked to my phone, so I get texts after transactions summarising what I've spent, where I've spent it and how much I have left. I recieved a text saying I had spent a pound at play.com. I looked at the website at 'order history' and play.com says I have made no purchases, which is true because I cancelled the ones I tried to make.

Is this the 'virutal pound' or the 'test charge' mentioned in the original complaint? Maybe..I have called them and they have said that the money will be returned...I hope so...

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wotchthispace
plumstead, GB
Feb 19, 2010 9:13 am EST

if you take money from somebody, without their authorisation/permission that is theft! then when this happens, and they finally agree to refund these 'phantom' payments and re-order the item on the express agreement that they will refund the difference - cos the price always goes up in between orders!- only to renege on that promise the moment the order has been taken...that is dishonesty.
so, they lie, they cheat, they steal... i thought Eddie Guerrero (sp) was dead!

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K.Jonsson
Milton Keynes, GB
Dec 27, 2009 6:20 am EST

My son purchased two books for his brother to arrive for Christmas. One of the books had two pages in the middle ripped in half with the other half missing, and the other book had 46 pages missing at the end of the book. as well as this he has ordered two other items that should have arrived for Christmas so he ordered them a couple of weeks before but as of yet they still havent arrived. I will never use this company again as it is not the first time we have had trouble with them. In previous purchases money was taken from my account before an email verifying the dispatch of the item was sent to me, and one of the items i ordered has never arrived.

i am now concidering approaching the office of fair traiding as judging by the complaints above this company needs to be brought into line.

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Stumpy Tiger
Barlestone, GB
Dec 21, 2009 4:20 pm EST

This past week I ordered a Nintendo Wii for Christmas, as both my wife and I work the item was delivered but not left as delivery is only to the card holders address only, so no-one in and a card posted through the door with an identity number to quote for re-arranged delivery, did that for next day and low and behold no delivery, rang the courier and it had been sent back to play.com, rang PDC and got a woman that spoke so fast that I could not understand her, this was after hanging on the phone for 45min, eventually we broke through the babble and confirmed 3 times that we wanted a refund, the e-mail for the refund was supposedly sent within 24hrs (you can send snail mail quicker with a 1st class stamp) but this didn't arrive, tonight we rang, another 45 min wait when we got Glenn he said he would send the e-mail twice, it didn't arrive, rang again with another 45 min wait, seems to be a system running there, some other person came on and said the e-mail is sent via another system...maam, sarcasticly, so we wait, and wait and wait and run up your phone bill and wait and wait...!
PLAY.COM USE AT YOUR PERIL

Rakuten Customer Reviews Overview

Rakuten is a popular online marketplace that offers a wide range of products and services to customers worldwide. The platform has received numerous positive reviews from customers who appreciate its user-friendly interface, competitive pricing, and excellent customer service.

One of the most significant advantages of Rakuten is its vast selection of products, which includes everything from electronics and fashion to home goods and groceries. Customers can easily find what they are looking for and enjoy competitive pricing on many items.

Another positive aspect of Rakuten is its cashback program, which allows customers to earn rewards on their purchases. This program has been highly praised by customers who appreciate the opportunity to save money while shopping.

Rakuten's customer service is also highly regarded, with many customers reporting quick and helpful responses to their inquiries. The platform's user-friendly interface and easy-to-use mobile app have also been praised by customers.

Overall, Rakuten is a reliable and trustworthy online marketplace that offers a wide range of products and services to customers worldwide. With its competitive pricing, cashback program, and excellent customer service, it is no wonder that Rakuten has received so many positive reviews from satisfied customers.
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Contact Rakuten customer service

Phone number

+49 951 4083 9100

Website

www.rakuten.com

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