Mr. Luthi was kind enough to stop by the site and leave a comment. Please, if you are able to, reach out to him to tell your story.
We want to assure our customers and those of you who have posted on this site that we take all reports of this nature very seriously. We are investigating the issue at length, so far bringing in a series of specialists and a third-party technical forensics company to try to identify why this should be. Despite their and our efforts, we cannot identify any breach in our systems that would explain these reports. We want to work with anyone who feels they have experienced any unusual activity after making a purchase with us to try to resolve these issues. We understand your concerns and want to reiterate that we investigate all such issues in great detail.
Please help us to help you, and anyone else concerned, by contacting our head of customer experience, Nick Thompson 877-880-1030 ext. 2095 to discuss specific issues, or call me, Bernard Luthi, CMO to discuss any more general concerns on ext. 2129.
Bernard Luthi, CMO, Rakuten.com