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:12/25/2023

  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 ordered the Madoka Magica blu-ray set from Crunchyroll's Store and it came damaged, I would like a replacement. My order number is #********, I reached out to them already and they haven't responded to my emails about a replacement. If they do not respond soon I will be contacting my credit card company for a refund.

  Business Response

  Date: 01/04/2024

  Hello,

  An exchange has been offered. Please reach back out to the agent if you need anything else.

• Initial Complaint

  Date:12/22/2023

  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 9 items from Crunchyroll including two figures and seven novels on November 25th, 2023. The Order number is ********. The items were shipped in a timely manner and were received on December 4th, 2023. The box the items were shipped in was received in perfect condition as well as one of the figures and the novels were in perfect condition. However, one of the figures had a broken arm inside the original packaging. This makes me believe that the figure was shipped from Crunchyroll broken. The broken figure was ************************ 2 Figure (SKU: *************) and was on sale for $288.14. I submitted a ticket to Crunchyroll on the 4th but did not hear from them. On the 13th of December, I reached out again, using the chat box on the Crunchyroll store. It ended with *********************** saying they would escalate this to a Crunchyroll specialist via E-mail Support. This email support just put me back into the same waiting list as the help ticket. After not hearing anything from Crunchyroll, I started looking into other ways to reach out to customer service. I found that submitting a request to the Better Business Bureau is one such way, hence this request. Originally, I sent *********** a request to receive a return label to exchange the figure for an undamaged one, but after going through this I would rather receive a refund for the broken figure instead.

  Business Response

  Date: 01/04/2024

  Hello,

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

  Customer Answer

  Date: 01/04/2024

  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:12/22/2023

  Type:Sales and Advertising 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 made a purchase on 12/08/2023 on Crunchyroll's website for two items. There was a banner at the top of their website saying, "Last weekend to place orders that will arrive by 12/23/2023". That *** not be the exact wording but it did claim that orders placed by 12/10/2023 would arrive on 12/23. I received no tracking information about my order until 12/19/2023. The tracking number says it will arrive on 12/26/203. I chose this store for this purchase since it claimed to have my items delivered to me in time for Christmas. It's deceptive to make that claim and not follow through on it. I reached out to customer service several times on 12/17, 12/18, and 12/19 by both email and online chat through their website. The online chat was the only method that produced a response from Crunchyroll and ensured I would hear back from someone. I never got a follow-up email after that correspondence. I contacted them again to request an explanation for the delayed shipping and informed them I'd file a complaint with the BBB over this issue. After this, I did receive a response telling me my order shipped. This email came at 3:00 AM PST and gave me the option to rate the service I received. The survey didn't work because the ticket was closed before I had a chance to reply. I had already received tracking information so this email was redundant and didn't solve the issue of the item potentially arriving late. *** was able to deliver my item ahead of schedule and that resolved part of the issue. However, there is still the issue of no one from customer service being able to assist customers with their orders. Crunchyroll had no influence on my package arriving early. That was just *** doing an amazing job at ensuring my items arrived on time. Crunchyroll still processed my order later than what was expected and almost caused my order to arrive late. They offered no explanation and no one would be reached that would provide any useful information.

  Business Response

  Date: 01/04/2024

  Hello,

  Tracking shows package was delivered as advertised. Please work with the agent if you need anything else.

• Initial Complaint

  Date:12/19/2023

  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.

  This is the timeline that I have contacted Crunchyroll in the last 2 weeks:12/3 - filed a ticket; received an automated response saying they will reply on a business day 12/5 AM - replied to the automated response since there had been no contact 12/5 PM - filed a new ticket 12/11 - no responses so used web chat to talk to support. Support escalated to US support team and said they would contact me. Got an email stating my ticket is escalated by the offshore support person.12/13 - no response so followed-up on the escalation email 12/15 - no response so filed a new ticket 12/19 - file this BBB complaint Request for return of 3 books and the exchange of 2 due to arrive damaged. Return books value: ***** Exchange books value: *****

  Business Response

  Date: 12/31/2023

  Hello,

  Our customer service has reached out about your replacement and return. Please work with the agent if you need anything else.

  Customer Answer

  Date: 01/04/2024

  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:12/19/2023

  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.

  Order has been up since January 2023. I reached out on early December to cancel the order, which they did. *********** said they would credit the payment method, though my payment was through 2 gift cards (a $50 and a $25). Now neither code works on the website. 4 emails about the unusable codes and no response. Reach out via livechat and they ignore the livechat, and respond via e-mail saying they need to escalate to the shop and orders team, which is likely the same team that is ignoring my emails. I am now out of $75 that I just want to use on their own store.

  Business Response

  Date: 12/21/2023

  Hello,

  New code has been sent. Please reach out to the agent if you need anything else.

  Customer Answer

  Date: 12/22/2023

  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:12/18/2023

  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.

  *********** wont fix the issue 404 error not found regarding the anime of the final episode for English dub and its called Im in love with villainess until they fix that issue I will cancel this complaint but Im sticking with it for now until they fix it

  Customer Answer

  Date: 12/19/2023

  Hi, my name is **************** would like to cancel my complaint so the number is 21024791 and its for crunchyroll. They resolved the issue.

• Initial Complaint

  Date:12/17/2023

  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.

  Please look into user, ********. This individual is actually a recently banned user, *******, who just created the new username, Amelia42, and is now continuing to spam the comments board with the same exact content as Solar69. This user is also posting copyrighted images that deplict a cartoon character, *************************, from a show called Family Guy. There is also another user, bitmizer, who is also spamming the comments board with similar messages and is even aggressively promoting Solar69's uses name.

  Business Response

  Date: 12/19/2023

  Hello,

  Content against our usage policies have all been removed.

• Initial Complaint

  Date:12/14/2023

  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 bought an item before crunchy roll bought right stuff. Since then i have followed up five times on this issues with the item just trying to get information. Their customer service cannot handle nor help. All they can do is escalate the issues to ecommerce, when they do that it no. All communication is **** and never hear anything. Ask for a direct POC they cannot give. So i in the dark on this and would like some simple answer. Not trying to atart trouble just want to know when this item is supposed to ship. Order number SO3799612

  Business Response

  Date: 12/15/2023

  Hello,

  Our customer service has reached out. Please reach out to the agent if you need anything else.

  Customer Answer

  Date: 12/16/2023

  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:12/13/2023

  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 have an issue with two orders from Crunchyroll store, February 14th I pre-ordered this item from Crunchyroll's store (******************************************************************************************************************************************) for $179.99. (Order #*******) the item has been in stock for months now and I have emailed them several times and have yet to get a response on why this has shipped, it has been past 6 months so I can't get my credit card company to help me. I would like for this company to ship out what I paid for.The second issue is with an order I placed on November 22nd, I bought two items that were advertised to ship with extra faceplates, the items arrived but they did not come with the extra faceplates the packing slip/invoice says "with bonus" on it so the order is incomplete but Crunchyroll will not respond to my emails. I would like for this company to ship the extra faceplates.I have bought over $400 from this company and they have not delivered what was promised to me and refuse to solve these issues. I have attached images of the order numbers for these orders.

  Business Response

  Date: 12/15/2023

  Hello,

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

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 21002476
  
  I am rejecting this response because:
  

  Issue hasn't been resolved yet, business claims they are going to inquire with warehouse team.
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/20/2023

  Hello,

  Agent is looking into this. Please work with the agent to resolve this issue.

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21002476
  
  I am rejecting this response because:
  

  Agent hasn't heard anything from the warehouse team. Doesn't solve my issue.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/12/2023

  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.

  There is a user on your platform, *******, who is massively spamming the comments board with the exact same postings on the majority of your shows. I reached out to your support already about this, and they pretty much blew me off. The problem with this users comments, is that its creating a negative cult following where other users are also creating posts to get other users to "say hi" to Solar69. I even saw one recent user asking for personal Discord information from Solar69, which I am pretty sure breaks your terms of service. I also want to add that anytime one user brings up the issue about *******'s repeated spamming, other users will reply with very negative comments against the user who brought up *******'s spamming. Please look into this behavior as Solar69 is creating a negative environment for us users and is breaking the terms of service agreements due to spamming. If you need screenshots, please let me know.

  Business Response

  Date: 12/15/2023

  Hello,

  Content against our usage policies have all been removed.

  Customer Answer

  Date: 12/15/2023

  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.