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:05/06/2025

  Type:Billing 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: 23294760
  
  I am rejecting this response because:

  They have not provided a phone number I can call. I do not feel comfortable providing my banking information via email, especially after I have already given them plenty of information and this really doesnt feel secure considering the already fraudulent activity. From reading all of these reviews it appears that they really make it harder than necessary to accommodate people in these situations. I dont even want the money returned at this point I just want the charges to stop and all our information removed from their databases including OUR cards which we NEVER authorized through crunchyroll  

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

  Business Response

  Date: 05/07/2025

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

  Business Response

  Date: 05/08/2025

  Hi *****,

  Thank you for your message. We understand how important this matter is and want to ensure its handled with care.

  A dedicated Customer Experience agent is already assisting you directly via email so we can look into the issue securely and thoroughly.

  Please dont hesitate to reply to the ongoing email thread if you have any additional concerns were here to help.

  Thank you for your understanding.

  Customer Answer

  Date: 05/10/2025

   
  Complaint: 23294760
  
  I am rejecting this response because:

  Despite giving them all the information I had from my bank they were unable to find the charges or stop them. I was advised to have my bank block the charges but my bank already told me they couldnt do that. Ive never once had an experience like this before with a business and Im astounded. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/13/2025

  Hello, 
  
  We're afraid we are not able to locate the charges in our system unless we have the exact billing details. We have tried locating the charges according to the card information provided by the customer, however, nothing was found through the multitude of cards registered in our system. Our advise is to cancel the card entirely as any reissued card would be linked to the previous one and the person who got access to the information might still be able to use it. Our advise is to also request chargeback through the bank. 

  Thank you. 
  Best regards. 

• Initial Complaint

  Date:05/05/2025

  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.

  The Crunchyroll streaming service routinely restricts the viewing of English dubbed content saying it isn't available when it definitely is and has been previously viewed in the English dub under other accounts. It penalizes the viewer who refuses to allow unwarranted access to personal data. I have a premium membership and should be granted full access. Frequently in the middle of viewing an episode of a show,it will switch to Japanese language only and say the English dub isn't available. Violating the Premium membership agreement

  Business Response

  Date: 05/06/2025

  Hello,

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

  
  Thank you for your understanding

• Initial Complaint

  Date:05/03/2025

  Type:Billing 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.

  keeps charging me for subscription I have emails starting in march to cancel

  Business Response

  Date: 05/05/2025

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

  Business Response

  Date: 05/05/2025

  Hi *******,

  Weve taken care of your request, the subscription has been canceled and a full refund has been issued.
  If theres anything else we can support you with, please feel free to reach out to our Customer Support team directly.

  Thank you

   

• Initial Complaint

  Date:05/02/2025

  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 did not receive a call from ***************. to get information on the fraudulent charge. 
  
  Thank you,
  
  *****
   
  Katies Cat Sitting
  ************
  ***************************************************

  Business Response

  Date: 05/05/2025

  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: 05/13/2025

   
  Complaint: 23279375
  
  I am rejecting this response because:

  I would like to speak with a human via a phone call to find out information about this fraudulent charge and to resolve this situation.  I do not accept that there is no human, manager, or owner in the entire company who does not have access to a phone to call me to address a fraudulent $119.99 charge to my credit card.  I do not want to deal with a bot or AI.  This company charged my credit card some how.  I do not trust any company that does not have a human to respond especially is situations like this.   A crime was committed, this is a customer service, and a PR issue.  Please ask a manager or the owner to call me, please.

  
  Sincerely,
  
  

  
  

  Business Response

  Date: 05/13/2025

  Hello, 
  

  I'm afraid we cannot provide phone support and the requester insists on phone assistance. In such instance, our best advise is to settle this through the bank directly. 

  Best regards. 

  Business Response

  Date: 05/14/2025

  Hello, 

  The requester is always being contacted by a real person and our representative never asks for full card information that could be used against the requester. However, we need cooperation and billing information in order to locate the exact charges. Unfortunately, our company policy does not imply assistance via phone calls. If the requester is not satisfied with this option and procedure, we kindly ask to resolve the matter of the unauthorised charge through the help of their bank. 
  

  Thank you! 
  Best regards, 

• Initial Complaint

  Date:04/08/2025

  Type:Customer Service 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: 23174510
  
  I am rejecting this response because the company has done nothing to resolve the issue or amend their advertising, and instead offered a free trial of their subscription, to which I was already subscribed and which is still impacted by the complaint and their inclusion of ads in an ad-free subscription model.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 04/08/2025

  Hi *******,

  Were truly sorry this experience hasnt aligned with what you expected.

  Right now, there isnt a way to disable the previews, but your feedback has been passed along to our technical team for review as part of our ongoing improvements.

  If theres anything else youd like to discuss, please dont hesitate to reach back out to us via email.

  Thank you

  Business Response

  Date: 04/08/2025

  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:03/26/2025

  Type:Billing 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: 23121751
  
  I am rejecting this response because:

  I have received a response where the *** states that "this is our new feature - pre-roll ads". Shortly after it says "don't worry, they are not ads or commercials". You specifically said it was an ad. Pre-roll ad, then try to lie later. The service clearly states ad-free streaming. I feel that response showed either false advertising, or fraud, by how it reads.

   

  I have responded to Andreea who sent that email that I do not accept this response, and I want the issue elevated to a supervisor. The response was an exact duplicate of the previous response sent again. I am being ignored by your tech team.

   

  Included is a screenshot of the email that clearly states that it is a "pre-roll" ad.
  
  Sincerely,
  
  ******* ******

  and it still performs the same action. There is no issue with payment, since the billing page documents a fully paid account, along with "successful" shown on the payment history.Problem: The app shows a black screen sometimes as it tries to pull an ad. It will not play the video until the ad works. When it shows the ad, I can skip it, and the video plays normal. After 2 or 3 episodes, It will start the whole process again.Issue: I pay for an ad-free experience. I want an ad-free experience, without suggested content, sponsors, etc. stopping me from my viewing experience. What I get is a subscription that claims it is ad-free, and yet I still get ads. The main source of ads are through *********** sponsored ads.

  Business Response

  Date: 03/27/2025

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

  Business Response

  Date: 03/28/2025

  Hi *******,

  We completely understand why this experience didnt match your expectations. 

  While we dont have an immediate way to disable these previews right now, weve made sure your feedback is heard. Ive passed this along to the tech team so they can take it into account as we continue improving the platform. 

  If theres anything else I can do to help or clarify, feel free to reach back via email.

  Thank you!

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23121751
  
  I am rejecting this response because:

  I am currently paying for a premium subscription that removes ads, and you took that away from me while keeping my money. The only purpose of the membership that you advertise is for ad-free steaming and a 5% discount. It is an unacceptable answer. I have removed my credit card from file, and I revoke my permission for this company to charge my card again. Once my term is up, if the issue is not resolved, you will have lost a long term customer.

  The only acceptable actions available are to either give me what was advertised, or remove the ad-free streaming false advertising and lose a customer. I will reject any other answer.

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

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23121751
  
  I am rejecting this response because:

  As I said before, I will reject all statements other than what I mentioned previously. I am currently talking with the tech team, and others about this matter. Depending on that outcome, I could see it resolved soon.

  What you are trying to state is there is nothing crunchyroll can do about 'their' company. *********** has no way of managing their systems in any way? That makes no sense at all. You don't care about your customers, you are only trying to test the waters with what you can get away.

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

  Business Response

  Date: 04/01/2025

  Hi *******,

  As we stated before, there is no immediate way to disable the previews. We apologize for the inconvenience and we made sure that we passed this to our tech team.

  Thank you! 

• Initial Complaint

  Date:03/22/2025

  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.

  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. Please have their representative contact me via this email asap.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 03/23/2025

  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:03/22/2025

  Type:Billing 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 was charged on 2/21/25 for a premium crunchyroll subscription that I have had for over 7 years. I have held the premium yearly subscription that cost $79.99. My payment failed because I had lost my wallet and had to order new debit and credit cards. I reached out to *********** support for help on this matter. I was told I would have to resubscribe to the new monthly subscriptions because the payment failed despite my situation. The monthly subscriptions cost more on a yearly basis for the level at which I was paying. It feels like they are forcing me to switch to the monthly subscriptions in order to gleem more money from me. All I want to do is renew my yearly subscription at the rate I previously had it.

  Business Response

  Date: 03/23/2025

  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:03/19/2025

  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.

   
  Complaint: 23090187
  
  I am rejecting this response because:

  As I stated before, I am certainly not the first Canadian to order from you, receive these charges and complain to Crunchyroll about it. 
  You knowingly sell merchandise to Canadians while purposefully not warning them about exorbitant import fees during the ordering process.
  If you have no desire to cover the import fees, I'd like a refund on the items I purchased, which barely cover the import cost. 
  Also, you should update your order form to warn Canadians about a massive impending import fee they will incur when purchasing from your store.

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

  Business Response

  Date: 03/20/2025

  Hello,
  
  Our customer service representative has reached out, Please work with the agent for further assistance.
  
  Thank you!
  

  Business Response

  Date: 03/20/2025

  Hello,
  
  Our customer service representative has contacted you. Please coordinate with them for further assistance.
  
  Thank you!

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23090187
  
  I am rejecting this response because:
  
  This is the second time the contact through BBB say a customer service representative has contacted me and to coordinate with them for further assistance. However, they have not contacted me since yesterday when they told me they would no be taking any action to make this right. Obviously this is an unsatisfactory response. 
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 03/23/2025

  Hello,
  
  Our customer service representative has reached out and explained why a refund for the import/custom fees can't be processed.
  
  As per our store policy in regards to import/customs fees:
  
  ***********************************************************************************************************
  
  "Brace yourself for the possibility of extra fees like import and custom charges. These are not included in your total."
  
  Thank you!

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23090187
  
  I am rejecting this response because:

  Import fee warnings should be shown when actually buying items, not hidden in the faq. I requested a refund and that's also not possible due to your policy. I'm not appeased until you at least update your order form to warn customers about potential import fees during the purchasing process.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:03/19/2025

  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: 23087240
  
  I am rejecting this response because: I have been talking to your so called customer service, team and they are not willing to help because of your nonsensical policies. I even contacted the shipping company and they said that the shipper CAN change the delivery address but just WONT. And the emails from your representatives are asinine in nature. The reality is that you hide your policies in the *** and copy paste them in emails to the customer until the customer gives up. But you dont state your policies with any transparency anywhere on your website that would allow the customer to follow your protocol. If there was a notice on the address change that it wouldnt affect past orders, and that the customer needs to reach out, we wouldnt have a problem. This practice is predatory and only exists to cover your liability to spend money to correct your mistakes.
  
  Sincerely,
  
  ***** *******an address change. It is not clearly stated to contact them directly nor is it implied anywhere that they will not change the address on older orders. This is a lack of transparency and it leaves the customer in a precarious position. I changed the address on their website and they only have one address for me on there. They should have never sent the package to the old address.

  Business Response

  Date: 03/20/2025

  Hello,
  
  Our customer service representative has reached out, Please work with the agent for further assistance.
  
  Thank you!
  
  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23087240
  
  I am rejecting this response because: like I already told you, your customer service **** have not helped and are regurgitating your FAQ. You need to actually do something to help and FIX the problem. Not just repeat yourself. Also, no new customer service representative has reached out to me. So, what Im hearing is, be quiet and go away. Do. Better.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/20/2025

  Hello,
  
  Our customer service representative has contacted you. Please coordinate with them for further assistance. The agent has explained why the address change is not possible.
  
  Thank you!

  Business Response

  Date: 03/23/2025

  Hello,
  
  Our customer service representative has reached out and explained why the address change can't be processed from our end. When the address change request was made your order was already processed and shipped, as indicated in our FAQ:
  
  *********************************************************************************************************
  
  "If the item is prepared for shipment or has already shipped out. The address change can no longer be accommodated."
  
  The address change has to be done before the order is processed and shipped.
  
  Please work with the agent for further assistance.
  
  Thank you!