Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a free trail (Oct. 16), but decided to cancel early. I noticed this morning (Oct. 23) that my account was still charged even though I know I cancelled and received a confirmation email of the cancellation. If I am supposed to be free during a certain time frame, I expect to no be charged during it and especially not after I already cancelled the service.Crunchyroll won't currently fix my issue after multiple attempts to contact them through the website. I will be left to attempt getting my refund through other means if Crunchyroll does not resolve this issue.

  Business Response

  Date: 10/23/2025

  Hello,

  A Customer Experience agent has been assigned to your case.

  Please expect a reply from them soon.

  Thank you for your understanding. 

• Initial Complaint

  Date:10/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im just trying to get someone to delete my account because Ive been trying to contact costumer service and its been hard and I want to see if someone can delete my account for me :) so that I can make a new account with my email.

  Business Response

  Date: 10/21/2025

  Hello,

  A Customer Experience agent has been assigned to your case.

  Please expect a reply from them soon.

  Thank you for your understanding. 

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 24042927
  
  I am rejecting this response because no agent havent message me yet and I havent gotten no message about my account being deleted 
  
  Sincerely,
  
  ****** ***** ******

  Business Response

  Date: 10/21/2025

  Hi,

  Our team has already reached out to you by email with a solution. Please take a look at your inbox when you get a chance.

  Thanks so much for your patience!

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 24042927
  
  I am rejecting this response because I still havent gotten no email. 
  
  Sincerely,
  
  ****** ***** ******

  Business Response

  Date: 10/22/2025

  Hi,

  Thank you for your patience while we were solving your issue.

  Our team just reached out to you via email with a solution. 

  Thank you

• Initial Complaint

  Date:10/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Details:My 11-year-old daughter has had a paid subscription with *********** for quite some time. She was unable to log into her account after February 2025 and therefore could not use the service.On September 26, 2025, I contacted *********** through their online chat feature to request that the account be cancelled and to ask about a refund, as the service had not been used for several months. The chat agent confirmed that the account was cancelled and advised me that I would receive a full refund for the unused months between February and September 2025.On September 29, 2025, a refund was issued but it only covered September, not the full period as promised. My bank confirmed that only one refund was ever received, showing there is no holdup or delay on their end.Since then, I have contacted *********** support multiple times through chat, but each time I am told contradictory or misleading information. The agents continue to claim that the full refund has already been issued or that the issue lies with my bank, which is not accurate.I have spent considerable time trying to resolve this matter directly with Crunchyroll without success. I am requesting that *********** honour their original commitment and issue the full refund for February through August 2025 as promised.Desired Resolution:A full refund for the months of February to August 2025, as confirmed by ************ customer service representative.Supporting Information:Chat with Crunchyroll on September 26, 2025 Partial refund issued September 29, 2025 (only for September)Bank has confirmed no additional refunds were received Multiple follow-ups with Crunchyroll support with no resolution

  Business Response

  Date: 10/21/2025

  Hello,
  
  A Customer Experience agent has been assigned to your case.
  Please expect a reply from them soon.
  
  Thank you for your understanding.

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 24040725
  
  I am rejecting this response because:  Crunchyrolls response has not resolved my issue. While the company has stated that an agent has been assigned to my case, there has been no follow-up communication, no confirmation of a refund, and no funds received beyond the single month refunded on September 29, 2025.
  *********** initially promised a full refund for February through August 2025, as my daughter was unable to access the account during that time. Until that full refund is issued and confirmed by my bank, I do not consider this matter resolved.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 10/21/2025

  Hi,

  Our team has already reached out to you by email with a solution. Please take a look at your inbox when you get a chance.

  Thanks so much for your patience!
  

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 24040725
  
  I am rejecting this response because: the refund issue remains unresolved. The company claims that full refunds were issued, but only one refund (for September 2025) was ever successfully received by my bank. *********** has now stated that the other refunds failed to return successfully and that they plan to send the money to ****** instead.

  I do not have a ****** account, and the original payments were made directly through my bank, which has confirmed there are no issues on their end. Therefore, it is Crunchyrolls responsibility to ensure that the refund is processed back to the original payment method or to provide an alternative refund method (e.g., direct bank refund or cheque) that I can actually receive.
  Until the full refund for February through August 2025 is successfully received, this matter remains unresolved.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 10/22/2025

  Hello, 
  
  Thank you for the response. I am afraid sending money via ****** is the only workaround we can provide. In our system, the refunds were issued but eventually they failed or where blocked by the bank. In case they prefer receiving the refunds exclusively via the bank, they would need to request chargebacks and require more information from the bank on why the refunds from Crunchyroll were blocked. Unfortunately, we don't have the option to re-issue the refunds from our system. 
  
  Best regards, 

  Customer Answer

  Date: 10/22/2025

   
  Complaint: 24040725
  
  I am rejecting this response because 
  I have emailed Crunchyroll directly and provided them with my husbands ****** information ************************* as requested, so they can issue the refund through that account. I will wait for confirmation that the payment has been received before closing this file.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:10/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Anti-cheat update removed Linux support, blocking access to my paid in-game content ($37.62) without notice or refund.I am filing this complaint regarding Blue Protocol: Star Resonance, published in ************* by *****************The game is a free-to-play title available on Steam. I spent $37.67 USD on in-game purchases made through Steams built-in payment system, which are associated with my Crunchyroll-published account in Blue Protocol: Star ************ the time of purchase(provided in attached photos), the game operated correctly on ************* via Valves Proton environment (officially supported by Steam). Approximately one week after release, the developer deployed an anti-cheat update that prevents the game from launching on all Linux platforms, rendering the game and all paid in-game items *************** prior warning or disclosure was provided to players that such an update would remove Linux support or restrict access to paid digital goods. Since the change, there has been no refund option or official communication acknowledging the issue.This represents a failure to deliver purchased digital goods and services that were available and functional at the time of sale. I have attempted to contact the developer and posted through Steams support channels and am still waiting for a reply as Steam does not allow the refund of purchases for in game currency.

  Business Response

  Date: 10/17/2025

  Hello,

  A Customer Experience agent has been assigned to your case.

  Please expect a reply from them soon.

  Thank you for your understanding. 

  Customer Answer

  Date: 10/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:10/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying for *********** for many years, my account automatically transitioned from a ********** account with the company merger. All of a sudden, in the last few weeks, I've been unable to login to my account, on ANY device. I've contacted Crunchyroll four times, so far, and every time I've been told that my account issue could not be resolved by anyone other than email support and that my issue would be escalated.I have received NO communication from email support, EVER, no matter how many times I ask. Now, all of a sudden, I'm being told that my subscription has been cancelled, and they are denying responsibility for it. Since I am unable to login to my account, I am UNABLE to cancel my account. There has been no attempted charges on my card, and my bank does not decline charges on this account, as there are backup funds to pull ******* a result, IF they ever fix my account, I will now be charged a higher rate when I have to re-subscribe, instead of the grandfathered price I've been paying.Crunchyroll shows no remorse for this issue. They deny any responsibility for the issue. And they have made NO attempt to resolve my account being broken.Every attempt at contact just results in claims of being unable to do anything.

  Business Response

  Date: 10/13/2025

  Hello,

  A Customer Experience agent has been assigned to your case.

  Please expect a reply from them soon.

  Thank you for your understanding.

  Customer Answer

  Date: 10/18/2025

   
  Complaint: 23998949
  
  I am rejecting this response because:

  There has STILL not been any communication from the company other than claims that someone would be assigned to my case.  No effort has been made to resolve the issue.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 10/20/2025

  Hello, 
  

  We are afraid this case is still under investigation. We shall make sure to follow up with the user as soon as we have a response on this matter. 
  

  We sincerely apologize for the huge delay in settling this matter. 
  
  Hoping for your understandind. 
  
  Best regards, 
  Crunchyrolll Support Team

  Customer Answer

  Date: 10/25/2025

   
  Complaint: 23998949
  
  I am rejecting this response because:  Still no evidence of any progress on resolving this.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 10/27/2025

  Hi,

  We tried to fix the issue on October 13, and afted sending the email no reply received. On October 21st, we followed up on a previous login issue reported. We informed that the issue should now be resolved and requested the customer to try logging in again and provide feedback.We apologized for the repeated problems and are awaiting the your response to confirm if the login issue is fixed.

  We just resent you the email and will be waiting for reply.

  Thank you for understanding.

  Customer Answer

  Date: 10/29/2025

  Better Business Bureau:
  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  No emails were received from the business prior to Monday 10/27/2025.  

  On that day, I received an email to try again and then another automated email later stating:

  "Hi there, we sincerely apologize for any delay you may have experienced in receiving responses. Our mail delivery systems have experienced a malfunction that should now be corrected. Thank you for your patience!"

  The fix that day did NOT work, but since then I have been in communication with them to attempt to get this resolved.  As of today, I can once again log into the account, but my account data is corrupted, and I have no billing history, no membership, no payment method setup, etc.

  I will continue to work with the business, at this point, in the hopes that this can be resolved.

  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:10/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been going back and forth which customer service for two weeks now trying to figure out why my order of in stock items has not been shipped. All their representatives can tell me is that its processing and that they have all escalated it to a supervisor but no one has reached out to me with any answers. if the products are no longer in stock, cancel my order and refund me. if theyre in stock, ship me my items. your processing time for standard shipping is 3-8 business days and as of today its been eleven. There is never anyone available to speak to on the online chat, and they dont have a working phone number. playing email tag is taking forever and all they can tell me is to wait longer.

  Business Response

  Date: 10/09/2025

  Hello,

  A response and resolution were provided in your ticket for this issue. Please reach out through your ticket if you have any further questions.

  Best,

  Customer Answer

  Date: 10/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:10/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive noticed crunchyroll subtitles are often wrong or nonsensical. Some subtitles are clearly from other shows. Some subtitles appear to be written by AI. The quality in translation has dropped dramatically. Whats the point of subscribing to an anime streaming service if I cant trust the English translations? The company has also allegedly partnered with an Israeli software company and has not made any public statements addressing these claims. Is *********** partnering with a company in a state committing ethnic cleansing? Is crunchyroll using AI to translate content or generate subtitles?

  Business Response

  Date: 10/07/2025

  Hello,

  A Customer Experience agent has been assigned to your case.

  Please expect a reply from them soon.

  Thank you for your understanding. 

• Initial Complaint

  Date:10/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to an influx of cancellations due to political backlash, *********** has removed the ability to cancel your subscription. The button(s) to cancel your subscription and the removal page itself are no longer on the website or app (screenshot attached). I have no interest in renewing my subscription, but I am unable to cancel due to them attempting to block subscription cancellations. I've had to have my bank block any payments they attempt to make from my account, because they are trapping customers into subscriptions until the political backlash passes.I spoke to one of their "agents" via their help page chat window, and they claim they've been able to cancel my subscription (after some pestering), but I was informed they will not be sending me a confirmation email, nor am I able to check my membership status.Their claim on their website that I can "cancel membership at any time" is falsely advertised if these events are any indication.

  Business Response

  Date: 10/06/2025

  Hello,

  
  A Customer Experience agent has been assigned to your case.
  Please expect a reply from them soon.

  
  Thank you for your understanding.
  

  
  

  Customer Answer

  Date: 10/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The change/update membership button has "spontaneously" re-appeared where it should be after my complaint, and the customer service representative claims to be investigating the issue, so I will take them at their word that this issue won't happen again. That being said, this situation has made me hesitant to ever purchase another membership with ************

  I appreciate the help of BBB to resolve this matter.

  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reached to the company a week ago 09/26/2025 for a order that was supposed to release 3 days ago said they reach out on email never reached out. Went to go reach out again cant get ahold of a agent because of their broken bot. Any agent that helped said they reached out by email never do so i am stuck in a loop and the company never helping or fixing their broken system. The item i pre-ordered back in April 2025 went to check to confirm the release date this month I had on my calendar tracking it but the item page is gone and crunchyroll support doesn't know how to help with anything besides send me on a email trail that doesnt exist and ghost me

  Business Response

  Date: 10/06/2025

  Hello,
  
  Our customer service representative assisted you on the 4th of October. Please coordinate with them for further assistance.

  Customer Answer

  Date: 10/06/2025

   
  Complaint: 23970306
  
  I am rejecting this response because:
  I didn't receive any help on my issues I only got a generated response with no resolution to my issue. I asked mutiple questions got nothing and trying to get help I had to reach out mutiple time to hear one half bake response that didn't answer any of my concerns
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/07/2025

  Our customer service representative has provided all the requested information in your ticket request today. Please coordinate with them for further assistance.

• Initial Complaint

  Date:10/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered solo leveling manwhas and most of them came damaged. They want to charge me return shipping for damaged products. On top of that my Blu-ray of Hensuki was not included in the shipment and I was charged and they refused to refund me

  Business Response

  Date: 10/03/2025

  Hello,

  A customer experience agent will be assisting you in your ticket shortly with a return label for the damaged items and a refund for the item you didn't receive. Please reach out through your ticket if you need anything else.

  Best,

  Customer Answer

  Date: 10/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******