It’s a mess dealing with orders from Rakuten. I’m often searching for where I’m supposed to even buy the item. Amazon always has that link right at the top.
I think the site is a good reflection of the service itself, as in the end you're really going through the order with the individual shop, and not much with Rakuten itself in my experience.
Last time I ordered something I was on the phone with the guy preparing it, making sure everything was right and I didn't need any specific adjustments. There might be stuff that actually go through Rakuten, but I didn't come across any of them yet.
Very friendly and helpful overall, we could have dealt with all the details by mail but he went straight to the phone.
Previous to that I had a vendor request more details about my street to know if they could deliver directly from their truck.