Complaint / review text:
On April 7th when the 16% super point promotion was active, I placed an order for about $2850. The checkout page confirmed that I earned 45700 super points from this order before I finalized the purchase. On April 20, an email from Rakuten.com noticed me that I have 45700 points available in my account.
However, when I checked my account on April 30, almost 23 days after the purchase, I was shocked to find that my super point balance was changed from 45700 to 25000 even though I haven't used any points. After contacting Rakuten customer service, they said that based on "the terms and conditions" they adjusted my points earned from that order even without bothering to notice me.
As a customer, we care about what was shown on the checkout page. No matter what their terms and conditions would be, which I was not aware of it during the checkout anyway, they should have honored the order at checkout. IMO, I spent $2850 to buy the iterms 45700 super points. How come they reduced the purchase to iterms 25000 points.
Later on I got $100 gift certificate from them after phone calls and emails with them.