A Message From Bernard Luthi 6

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.

Tell Your Story – Bernard Luthi


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

6 thoughts on “A Message From Bernard Luthi

  • paul d quatrale

    Factory Advantage LLC is a fraudulent seller. Ordered a generator and they cancelled the next day without explanation.

  • rome 2 total war release date

    It’s a shame you don’t have a donate button! I’d most certainly donate to this brilliant blog!
    I guess for now i’ll settle for book-marking and adding your RSS feed to my Google account.
    I look forward to new updates and will talk about this blog with my
    Facebook group. Talk soon!

  • Angel

    I am so glad this website exists. Rakuten is a shameful fraud and should be put out of business. I just spoke to a woman who posed as three different customer service reps/supervisor:

    Anne Deguzman

    Izara Barizo

    Lisa Mallari

    Luckily, I am from the press and a member of the National Press Club and so they will be hearing about my experience.

  • Guest

    Weeks after they canceled my order with no explanation they’ve now emailed me saying they’re trying to expedite a fulfillment of the order!! This is after Jeremy (no last name)from extension 2472) called me days ago and apologized for my bad experience and acknowledges my request to cancel the order. These people are a friggin mess!!

  • Donna

    I ordered two toilets advertised on Rakuten’s website on May 28, 2014. What did I receive? Two toilet bowls ONLY – useless garbage. Rakuten’s customer service department tried referring me to their vendor – who was selling for another vendor of a vendor or whatever. This is a joke and the joke is on you.

    Hello, Mr. Luthi – the ad that was posted on YOUR site was blatantly fraudulent. It is NOT my responsibility to chase down vendors that you represent. I saw the ad on YOUR website and purchased the toilets from YOU. I expect a return shipment label AND a full refund. I’ve already escalated my claim on Paypal and plan on writing the US Attorney General’s office, Commerce Department, Better Business Bureau, and contacting my attorney. I’ve given your representatives 24 hours from now to comply.

    Your company just ripped off the wrong person. I’d suggest you get busy and rectify this matter.
    Donna Smith
    Order Number 74641497

Comments are closed.