Customer service success

I read a lot of complaints about Rakuten on here, but I’ve mostly had positive experiences. I thought I’d share a successful interaction.

We purchased a Viator experience at 12.5% cash back. I opt for MR points, so this was 12k points coming my way.

Our experience was in early August. On 6/18 I contacted customer service inquiring about the shopping trip, which hadn’t showed up as pending. Rakuten said to provide some additional information and check back in after the experience.

On 8/19, having completed the experience, I contacted Rakuten again. They responded that they would contact Viator for more information.

On 9/10, 9/16, and 9/26, Rakuten checked back in to let me know they were still working on it.

On 10/4, Rakuten reached out to let me know that my order was not eligible. They gave likely—but unconfirmed—reasons (another coupon site opened, another extension activated, a non Rakuten coupon was used), all of which I am 90% sure did not happen.

I responded that I was disappointed, but know that Rakuten is not always a guarantee and that I appreciate them working on it.

Today I received a response that they had added my 12k MR points as a courtesy.

Woo! Respectful persistence pays off!