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Business Profile

Internet Services

Crunchyroll.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Important information

Complaints

Customer Complaints Summary

  • 263 total complaints in the last 3 years.
  • 72 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/03/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    On April 2, 2024 Funimation account was transferred over to Crunchyroll. When I log into Crunchyroll it states I need to change the account from free to one of the premium accounts to watch the content but they will start billing me for the premium plus account original with funmation and I cannot disable the billing because it is not showing correct. I need Crunchyroll to fix the account to show my premium access or cancel the account.

    Business Response

    Date: 04/05/2024

    Here is what I posted: Our customer service has reached out. Please work with the agent to resolve this issue.

  • Initial Complaint

    Date:03/30/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    On Febuary 27th I placed an order for a figure. 30 days pass and it still processing, **************** has been silent besides what I assume are automated responses and/ your standard "we'll look into it". Other than that they've taken the money and just not fulfilled their end of shipping it too me after a month of waiting.

    Business Response

    Date: 04/01/2024

    Hello,

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

    Customer Answer

    Date: 04/02/2024

     
    Complaint: 21508801

    I am rejecting this response because:

    As

     far as I can tell there has been no action taken on the order beside messages from customer service. Saying they are working on it. Which if true would mean the item would have been shipped by now.

    Sincerely,

    *******************************

    Business Response

    Date: 04/04/2024

    Hello,

    Our customer service has reached out to explain the warehouse issue and rerouting your order. Please work with the agent to resolve this issue.

  • Initial Complaint

    Date:03/30/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Hello,I had placed an order for three figurines on November 25, 2022 (Order #*******) which included KonoSuba - Megumin Pop Up Parade (Swimsuit Ver), Hololive - Ookami Mio Pop Up Parade, and ************************** Up Parade. 2 of the 3 orders arrived soon after I purchased the items (December 23, 2022) . On March 25th, 2024, I received an email that my order was shipped out, which was the last figurine that wasn't shipped out two years prior (Hololive - Ookami Mio Pop Up Parade). On November 2023, I had moved out into a different address and the order was being shipped out to my old address. I had contacted ***********'s store twice through their live chat service, both of which have escalated the issue to a specialist to resolve the issue and would contact me via email. I have not heard a response from the specialist that was being referred to. I had tried contacting **** twice via phone call and I was not able to change the delivery instructions to have it delivered to my new address. I had tried contacted the **** location where the package was located in via phone call but was unable to get through as their mailbox was full and the call automatically hung up. The package is now delivered to the old address despite my efforts, I am demanding a refund and apology from Crunchyroll. I am very dissatisfied with the lack of customer support and how I have waited TWO years for my order to be shipped.

    Business Response

    Date: 04/01/2024

    Hello,

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

  • Initial Complaint

    Date:03/29/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Crunchyroll offers an ultimate fan membership and with that membership your saposed to get a 25 dollar discount every 3 months but I have to reach out to customer support to be able to get this discount and after 12 months of payments you become eligible for an annual swag bag but this also is something that crunchyroll expects you to keep track of and to be on the lookout for an email that apparently gets sent a month apart from when you hit 12 months consecutive payments but my issue is that crunchyrolls transparency and what feels like a willful attempt at defrauding paying customers by either relying on their lack of attentiveness or by makeing the process so utterly time consuming that noone in their right mind is going to actually follow through to be able to receive their swag bag or my $25 discount every 3 months. Crunchyroll in my opinion has the ability to streamline this process but does not want to do that because they make money on every discount that is not used and especially with the annual swag bag the fewer that get redeemed the more they make. They have a built in system on the app and on their website that sends out notifications but it will not tell you that you've hit 12 months membership and are eligible for a swag bag and to be on the lookout for an email. All I am seeking is for the better business bureau to be aware of these practices and I'd also love an explanation from crunchyroll as to why they feel so comfortable alienating their customers because I do enjoy the service but this whole process has me feeling like I'm being taken advantage of as a consumer thanks and have a wonderful day

    Business Response

    Date: 04/05/2024

    Hello,

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

  • Initial Complaint

    Date:03/21/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    On August 22 2022 I placed an order on the Crunchyroll Store for 1 in stock item and 1 pre-order item, the in-stock item was received without issue.After a store update I was unable to see my active pre-order, in April **************************************************************************************************************************************** my Crunchyroll Store account again.The pre-order item was due to be released September 2023, I heard nothing from Crunchyroll so on November 10 2023 I reached out to custom support and was told "The items in question were released, but due to the new transition to the new warehouse, we're experiencing delays. Please allow another ***** business days for the package fulfillment and follow up with us for the tracking number."I waited patiently but after receiving no package I followed up with customer support again on January ******* to check the status of the package, this time there was no reply from customer support.It is now March *******, I still cannot see the order in my account on Crunchyroll store, it is over 3 months since package fulfillment was supposed to occur, and over 2 months since I've been able to get a hold of anyone at customer support.

    Business Response

    Date: 03/25/2024

    Hello,

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

    Customer Answer

    Date: 03/29/2024

    Better Business Bureau:

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

    Sincerely,

    *********************

  • Initial Complaint

    Date:03/15/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    They canceled membership and continues taking payment for membership. They are thieves.

    Business Response

    Date: 03/18/2024

    Hello,

    Please provide us with your email so we can look up your account to give assistance. 

  • Initial Complaint

    Date:03/01/2024

    Type:Delivery Issues
    Status:
    Resolved
    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: #******* from the Crunchyroll store On Mar 2 2023, I ordered items from the Crunchyroll store. The order included both in-stock and preordered items, and I received the in-stock items very quickly. The preorder item is long overdue and I havent received anything.Im waiting on my ************* pop up parade which was supposed to ship Nov 30 2023, but I havent received any shipping details. I also made a customer support ticket on Dec 4 2023 with no response, and even reached out to the live chat support on the Crunchyroll site on Dec 20. The customer service agent said they had to escalate my case and that I'd hear back soon, but I still haven't gotten anything.I followed up by messaging their Instagram account on Jan *******, but havent received a response either. To this day, I havent gotten any updates on my item, and no refund either. I want a refund on the figure, as its been over 3 months since the preorder arrival date. The ************* figure Im waiting on is $42.99 USD.

    Business Response

    Date: 03/07/2024

    Hello,

    Refund was processed as requested. Please reach out to the agent if you need anything else.

    Customer Answer

    Date: 03/07/2024

    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.

    I wish you all the best! :)

  • Initial Complaint

    Date:02/28/2024

    Type:Order Issues
    Status:
    Resolved
    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.
    Previous case #: ********. I was initially satisfied with the response from Crunchyroll; however, it's been more than a week and the item in question has only had the shipping label printed. The item has not officially shipped, and I contacted customer "care" again. They stated they cannot help me, but can only send a ticket back to the same e-commerce team that never got back to me the last time I tried all this. Their customer service member, *****, would not let me speak with a manager about the issue. I would like my item shipped. It's past due, it's in stock on their website. The last package got "stuck". For some reason, I cannot find those emails, but I am certain they have several open tickets with me that they can share to explain themselves. I do not intend to close this ticket with the BBB until the item is received this time. I am concerned about future shipments as well. Thank you for your time.

    Business Response

    Date: 03/01/2024

    Hello,

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

    Customer Answer

    Date: 03/01/2024

     
    Complaint: 21360333

    I am rejecting this response because: I have NOT received correspondence from Crunchyroll. No one has reached out.

    Sincerely,

    *******************************

    Business Response

    Date: 03/07/2024

    Hello,

    Our customer service reached out last week via open ticket. Please work with the agent to resolve this issue.

    Customer Answer

    Date: 03/07/2024

    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. Thank you for all your help. The item has been delivered to me. 

    Sincerely,

    *******************************

  • Initial Complaint

    Date:02/27/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    *********** is refusing to close my account with them even after I have submitted multiple tickets asking for my account to be closed. Their *** states to submit a support ticket to get your account closed, I submit a support ticket asking for the account to be closed and all they do is send me the *** and tell me to submit a support ticket.The account is in my name with no active orders and they are refusing

    Business Response

    Date: 02/29/2024

    Hello,

    Our customer service has reached out and explained the account deletion process. Please work with the agent to resolve the issue.

    Customer Answer

    Date: 02/29/2024

     
    Complaint: 21354087

    I am rejecting this response because: All the customer service agent does is refer me to the *** despite the fact that I am following the ***'s instructions and submitting a ticket per the ***'s instructions.  They are not doing what is being requested

    Sincerely,

    *******************

    Business Response

    Date: 03/07/2024

    Hello,

    Your ticket was escalated to the appropriate department. Please work with the agent to resolve the issue.

    Customer Answer

    Date: 03/07/2024

    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:02/26/2024

    Type:Delivery Issues
    Status:
    Answered
    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 a figure on January 6th, 2024 and they never shipped it out. I was in a constant battle with their customer service for weeks before receiving an email saying on February 14th that I was going to be issued a refund. Today, February 26th, I receive an email from customer service that I was being charged again and my order was never cancelled. And that the item was shipped, however I can't find a tracking number anywhere. Every time I contact customer service its the same old story that they can't help me and that they need to escalate the ticket. Once the ticket is escalated, I never hear back from anybody. I contacted them again today and now I'm filing a complaint. I have attached photos of the order, the email that said I was given a refund, and the email from today telling me that I was being charged and the order has shipped.

    Business Response

    Date: 02/28/2024

    Hello,

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

    Customer Answer

    Date: 02/28/2024

     
    Complaint: 21349311

    I am rejecting this response because:

    Customer service reached out to me on the 23rd. I responded on the 26th and have not heard back from them regarding this issue.


    Sincerely,

    *********************

    Business Response

    Date: 03/01/2024

    Hello,

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

    Customer Answer

    Date: 03/01/2024

     
    Complaint: 21349311

    I am rejecting this response because:

    Your customer service has reached out, but they only did so after I filed this complaint against your company. I would like to keep this complaint up until the issue is solved. I still dont have a tracking number although I was told the item was shipped and we have not reached a resolution yet. I have very little information.


    Sincerely,

    *********************

    Business Response

    Date: 03/07/2024

    Hello,

    Order was requested to be cancelled and it has been refunded. Please work with the agent to resolve this issue.

Crunchyroll.com is NOT a BBB Accredited Business.

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