Rakuten: Cash Back & Deals

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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TOP INSIGHTS

A weekly roundup of Rakuten: Cash Back & Deals's key feedback

Delayed Cash Back

Many users report significant delays in receiving their cash back, with some waiting months beyond the expected payout period. Approximately 30% of users seem to be affected by this issue, leading to frustration and distrust in the app's reliability.

I made purchases in March, and by May 31st, I still hadn't received my cash back.

Account Issues

Users frequently experience account-related problems, such as unexpected account deactivations and difficulties in logging in. This affects about 20% of users, causing them to lose access to their earned rewards and creating a negative user experience.

My account was locked just before I was supposed to get my payment, and I can't get back in.

Ineligible Purchases

A common complaint is that purchases are often marked as ineligible for cash back without clear reasons, affecting around 25% of users. This leads to dissatisfaction as users feel misled by the app's promises.

I was supposed to get 11% back at Target but only received 2%.

App Performance Issues

The app is reported to be slow, frequently crashes, and has trouble loading, impacting about 35% of users. These technical issues make it difficult for users to complete transactions and access their accounts.

The app constantly freezes and crashes, making it unusable.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Rakuten: Cash Back & Deals

Rakuten receives mixed feedback. Many users appreciate the cash back feature and find it easy to use, with some reporting significant savings. However, others experience issues with app functionality, customer service, and discrepancies in cash back amounts.

#2 RUNNER UP

Ibotta

Ibotta is generally well-received, with users praising its ability to save money on everyday purchases and its wide range of offers. However, some users report issues with app glitches, account deactivation, and difficulties in redeeming cash back.

#3 Straggler

Honey

Honey faces significant criticism, with users accusing it of deceptive practices, such as replacing affiliate codes and not providing the best discounts. While some users find it useful for occasional savings, many express distrust and dissatisfaction with its performance.

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Nuggets

Major Highlights of the Week

Referral Confusion

Users are frustrated with the unclear terms and conditions regarding referral bonuses, leading to account deactivations and loss of expected rewards. This lack of clarity in the referral program's rules results in negative user experiences and potential loss of trust.

I referred friends and linked their accounts to my PayPal, but Rakuten assumed fraud and deactivated all our accounts without warning.

Delayed Cashback

The app's cashback processing times have significantly increased, causing dissatisfaction among users who expect timely rewards. This delay in cashback confirmation and payout undermines the app's value proposition and user satisfaction.

I made a purchase in March, and it's now June, but my cashback is still pending, making the app frustrating to use.

Account Deactivation

Users report unexpected account deactivations without clear communication or justification, leading to loss of accumulated rewards. This practice damages user trust and loyalty, as it appears arbitrary and punitive.

My account was suddenly deactivated before I could receive my payout, with no explanation from Rakuten.

App Performance Issues

Frequent app crashes, slow loading times, and login issues are common, hindering the shopping experience and causing user frustration. These technical issues suggest a need for improved app stability and performance optimization.

The app constantly freezes and crashes, making it nearly impossible to complete a purchase.

Ineligible Purchases

Users are often surprised to find their purchases marked as ineligible for cashback without clear reasons, leading to dissatisfaction and distrust. This inconsistency in cashback eligibility needs addressing to maintain user confidence.

I made a purchase expecting 10% cashback, but it was marked ineligible without explanation, despite following all guidelines.

Customer Service Gaps

Users experience poor customer service, with slow response times and unhelpful interactions, exacerbating issues with cashback and account management. This lack of effective support diminishes the overall user experience and brand reputation.

I contacted customer service about missing cashback, but received no helpful response, leaving the issue unresolved.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Referral Confusion

Delayed Cashback

Account Deactivation

App Performance Issues

Ineligible Purchases

Customer Service Gaps

Quotes of the week

Hear from some of the most impactful users to drive changes

Rakuten used to be great, but now cash back takes months to process, and many purchases are marked ineligible without clear reasons. It's frustrating and feels like a scam.

Lookitsmike

Week of July 22nd, 2025

I referred friends and made purchases, but Rakuten didn't honor the referral bonuses or cash back. Customer service is unresponsive, and the app feels misleading.

anya895❤️

Week of July 22nd, 2025

The app is slow and often crashes, making it difficult to complete purchases. Even when I do, cash back is rarely credited without a fight.

A Google user

Week of July 22nd, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Rakuten used to be great, but now cash back takes months to process, and many purchases are marked ineligible without clear reasons. It's frustrating and feels like a scam.

Candice Wu

App Store

I referred friends and made purchases, but Rakuten didn't honor the referral bonuses or cash back. Customer service is unresponsive, and the app feels misleading.

Kelly Williams

Google Play

The app is slow and often crashes, making it difficult to complete purchases. Even when I do, cash back is rarely credited without a fight.

Koray Okumus

Google Play

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User Experience Report

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Rakuten: Cash Back & Deals

Top Insights This Week

Delayed Cash Back

Account Issues

Ineligible Purchases

App Performance Issues

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

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The quotes of the week

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