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:02/14/2024

  Type:Delivery 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.

  Order # *******. Feb. 10, 2023 I make an order on their e-commerce website. It's a preorder and I understand that it'll be a while until the item is ready to ship. November 2023 I notice the item is in stock on the website and I think that it's just now getting shipped out. I wait through December because of the busy holiday seasons. Nothing. Jan 26, **** I email their customer service to see what's going on. No reply. Jan 31, **** I message them again, they say "we have not received shipment yet." I reply with it's on your store front in stock right now. No response after. February 9th, I message them again on their customer service chat line and they say "Thank you for being so patient and cooperative with me. I have already shared the order number and ticket details, so my supervisor will be highlighting your ticket to the Crunchyroll Store support to handle on a priority basis. You should be getting a response very soon from E-commerce support." I heard absolutely nothing. It's one figure, and it's in stock on their website. They haven't sent tracking or anything. I'm not mad, but I'm wanting some sort of actual help, please. The order was on their legacy website, and I figured they'd have trouble, but not this bad. Figure is "Digimon Adventure - ***** Lookup Figure x1 @ $25.64 (tax not included) with free shipping.

  Business Response

  Date: 02/15/2024

  Hello,

  Our customer service has reached out. Please work with the agent to resolve this issue.

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21293051
  
  I am rejecting this response because: I have not received an email with tracking yet. I am also not confident that I will since the purchase was made on the legacy e-commerce system and I have never received a shipping notification with older orders. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/22/2024

  Hello,

  Tracking information has been provided. Please work with the agent if you need anything else.

  Customer Answer

  Date: 02/22/2024

  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. Thank you to everyone at the BBB for your help, and thank you to the support team at Crunchyroll for resolving this issue with the legacy system for the e-commerce store. I really appreciate your time and effort. Have a wonderful day!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/10/2024

  Type:Service or Repair 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 purchased a blue-ray movie set of 2 movies: Parasyte 1 and Parasyte 2, with digital copies of both movies on December 3rd from Amazon. The included digital copy of the movie is from the Funimation website. Funimation merged with Crunchroll in 2021. I was able tp buy this movie set and get the digital copies in my Funimation account. Yet they still continue to allow the sale of these digital products, even now. They have now annouced that they are closing Funimation down and moving all content to Crunchyroll, except digital copies, which they claim they do not support. No accommodation, refund, credit value is offered in place of these movies. I have owned then 3 months!

  Business Response

  Date: 02/15/2024

  Hello,

  Please reach out to the Funimation customer service to get this resolved.

• Initial Complaint

  Date:02/08/2024

  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.

  I pre-ordered an item from the Crunchyroll website with my partner's account (***************************) on June 23, 2023 and I'm unsure of when the item was supposed to be shipped because Crunchyroll updated their website, erasing any order history on my account. I only have the confirmation email I received when I first ordered the item and there's no information about when it will be shipped. On January 4, **** I was charged $60.41 but I did not receive any emails or notifications about the order. There is a way to track an order on the website, so I entered my order number using the first confirmation email I received and it only says that the order is being processed and doesn't provide any other shipping information. The order is also addressed to "Fan" and not my actual name, though the street address is correct. I emailed them January 5 asking about when my item will be shipped since I am moving at the end of February, and I need to know if it has been shipped or not, or if I can update the shipping info. I didn't get any response, so I emailed them again January 18 with the same questions. Someone from the customer service team emailed me back, saying they would escalate the ticket to a "tier two e-commerce support specialist" and "you should hear from us shortly". It is now February 8 and I have received no information about the order and I would like to get in touch with someone that will give me the information I need before I move by the end of February.

  Business Response

  Date: 02/14/2024

  Hello,

  Our customer service has reached out. Please work with the agent to resolve this issue.

• Initial Complaint

  Date:02/02/2024

  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 received an unknown charge with no orders on my account matching this charge, nor have I received any kind of confirmation email. The customer support has failed to help me and forwards me to a department that has not responded. I filed a dispute with my bank today regarding the charge and would like help in ensuring I get my refund for the unknown charge. The charge was on 1/31/24.

  Business Response

  Date: 02/07/2024

  Hello,

  Our customer service has reached out. Please work with the agent to resolve this issue.

  Customer Answer

  Date: 02/07/2024

  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:01/31/2024

  Type:Delivery 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 preordered a product from the Crunchyroll online store on 5/1/22. The product was scheduled to release in late 2023 and is currently "in stock" on their website, however, I have not received my order. I contacted them in November about this and was told the product was "processing to ship out". I have attempted to reach out the customer support since early January but I believe I am being ignored. The order number is ******. I would be happy either receiving the product I have paid for or a refund.

  Business Response

  Date: 02/01/2024

  Hello,

  Order shipped out yesterday. Please work with the agent if you need anything else.

  Customer Answer

  Date: 02/01/2024

  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:01/27/2024

  Type:Delivery 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 made a pre-order in December 2022, the item was not to be available until Oct 2023. It was not delayed. However around March 2023, the company obtained a new order tracking system and seems to have lost my order. Every time I have messaged them, they find the order, but the chat cannot do anything about it. I have been told multiple times that this has been escalated and I would be contacted shortly, but I have never had any contact. The item in question is currently in-stock on their online store. If I made an order today, I'd have the item next week. However, I have already paid for this item and should not pay again. I have made at least 4 ticket requests, 4 online chats (all of which I was told it would be escalated quickly), I have contacted them on social media (which is allowed) and was told the same thing as the chat. I have not received any response or assistance concerning this order. I cannot pursue dispute rights as the time is too far past. The company has continually ignored me since November 2023. All these requests have been from November 2023 - January ****. I would simply like them to contact me so I can get my pre-ordered item that I have already paid for.

  Business Response

  Date: 01/31/2024

  Hello,

  Our customer service has reached out. Please work with the agent to resolve this issue.

  Customer Answer

  Date: 01/31/2024

  Full Last Name is **********

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21210179
  
  I am rejecting this response because:  There has been no resolution, all that was asked was what my full last name was.  Please continue at this time.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/01/2024

  Hello,

  Our customer service reached out earlier this week and have not received a reply. Please work with the agent to resolve this issue.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21210179
  
  I am rejecting this response because: I have not received a response from the merchant on any form of correspondence.  There have been no emails, no messages on social media, nothing.  I would like proof of this response as to where the correspondence was sent.  Please share my email with the merchant.  ***********************.  Please email me, I would love to work this out with the merchant.  I have reached out on Instagram twice, I have emailed multiple times and have done the chat multiple times.  I will happily receive an email and respond immediately.  I look forward to the email. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/05/2024

  Hello,

  Our customer service reached out 1/30 via the ticket that was open on your account. You can find all open tickets by logging in and looking under Settings. Please work with the agent to resolve this issue.

  Customer Answer

  Date: 02/09/2024

  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.

  I have not yet received the item, but it has been shipped and should arrive soon.  I will reopen the case if there are issues.  Beyond that all is well.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/25/2024

  Type:Delivery 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 placed an order for two figures from the Crunchyroll shop on 2/11/2021 with an order number of ******. The two figures were pre-orders and one of the figures was shipped out during 2022. The other figure did not ship in 2022 (Crunchyroll sent out a multitude of emails stating that orders were being extremely delayed due to Covid and my figure was one of the ones on the list that was being delayed). Last year in 2023 I filed a request on the online help center because my order still had not been shipped yet. I waited for a while for a reply from Crunchyroll regarding my order but never received one. I then filed another request and that one was also never responded to. I never received my order and *********** has never responded to my attempts to reach out to them. I would like to get in touch with Crunchyroll (preferably over email) to resolve the issue and have either the figure shipped out to me or to discuss a cancelation and refund.

  Business Response

  Date: 01/26/2024

  Hello,

  Our customer service has reached out. Please work with the agent to resolve this issue.

  Customer Answer

  Date: 01/26/2024

  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:01/25/2024

  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.

  Date of Transaction: August 23, 2022 Amount Paid: $375.36 Order No. #******* I pre-ordered two figures with Crunchyroll because they offered special bonus face-plates with the two purchases. The items in question are the Genshin Impact - Aether 1/7 Scale Figure (With Bonus Face) and the Genshin Impact - ********/7 Scale Figure (With Bonus Face). These figures officially released back in September of 2023. I haven't received these figures as of yet and I have not received any communication from *********** despite attempting to reach out to them several times. Since the merger I cannot check my order status on their website and it seems my order ticket does not exist according to it either. I have heard from other customers that they received their figures a month ago, making me wonder if my order got lost. There has been no word from Crunchyroll, and I'm at my limit with them. I refuse to eat up to $313.55 just because Crunchyroll can't keep track of their orders. If I can't receive my figures, I would at least like a full refund.

  Business Response

  Date: 01/26/2024

  Hello,

  Our customer service has reached out. Please work with the agent if you need anything else.

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair 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.

  Recently, Crunchyroll has begun an extremely predatory practice that involves disabling paying users' ability to watch videos and telling them they need to upgrade their subscription to continue, even when the user is already paying for the correct subscription and not in violation of the terms. What happens is that while watching videos, or upon web page refresh, or if idle too long (short enough timeout to not be able to use restroom during video), the video will lock the user out and tell them they "have too many streams running" and that they "need to upgrade their subscription" to watch more videos. This is an egregious problem that not only disrupts my ability to use the service that I'M ALREADY PAYING FOR, but also attempts to CON me into paying EVEN MORE. I've created numerous support tickets regarding this, but am always made to wait more than 30 minutes for simple support, and then told that the problem doesn't exist or "is already fixed". The error message does go away eventually (requiring multiple restarts and refreshes, plus many minutes of wasted time waiting), but that isn't acceptable considering they're unjustly disrupting my paid service and lying to me to get me to pay even more. The error occurs even when I only have one tab open, and regardless of which browser I'm using, so the assertion that I'm "watching too many streams at once" is absurd.This faulty new "detection" tech they're using needs to be disabled until fixed such that these interruptions never occur. It is insane to charge someone money for your service and then deny it to them for no reason.

  Business Response

  Date: 01/29/2024

  Hello,

  Our customer service has reached out. Please work with the agent to resolve this issue.

• Initial Complaint

  Date:01/24/2024

  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 purchased a figure from the Crunchyroll store on December 25th, for $189.89. it arrived on 01/02/2024. I found the item cheaper elsewhere so I decided I would return this one. I initiated return requests on 01/12, 01/16, 01/22 and multiple on 01/24. Initially I thought I needed a pre-paid label from them but regardless I need a return approved from their e-commerce team before it gets sent back and I also don't know where it needs to be sent. They claim to have escalated my requests but still I have not heard back from anyone and they can't transfer you to anyone via their chat system. I've spoken to multiple people on the chats and they all keep using words like ASAP and trust, and no one has bothered to tell me to start the return.I just want to return the figure and get my money back.The 30 day window closes on 01/25/24.

  Business Response

  Date: 01/26/2024

  Hello,

  Our customer service has reached out. Please work with the agent to resolve this issue.

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21194352
  
  I am rejecting this response because:  they have finally responded back to my return request. However based on their history of not getting things done in a timely manner, I don't want this case closed until the package is in their possession and the refund is in my account. 

  Tracking # 1Z24E84E0386204920
  
  Sincerely,
  
  ********************* *****

  Business Response

  Date: 02/05/2024

  Hello,

  Please work with the agent to resolve this issue.

  Customer Answer

  Date: 02/06/2024

  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 refund was issued and has been deposited into my account.
  
  Sincerely,
  
  ********************* *****