Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
My BBB
Better Business Bureau®
For Businesses
Share
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:01/09/2023

    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.
    Charged my account for the same service twice a day apart and will not refund. I attempted to contact them and they told me to go to ******* then ****** said this purchase doesn't Meer their policy. I think it's unfair that I was charged for the same service twice and only a day apart

    Business Response

    Date: 01/23/2023

    This is not a charge managed by us.  The customer might want to make sure they did not sign up with more than one email address.  Our billing group is checking for any other accounts that might be associated with this just in case, but visibility into ****** charges are only through ******.  This customer should reach out to ******.  If there are two accounts the customer could be charged twice again next month.

  • Initial Complaint

    Date:01/05/2023

    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 placed a Black Friday sale order on 11/23/22. I still have not received any of my order. I have contacted them multiple times and they have no answer as to when they can ship this order out

    Business Response

    Date: 01/19/2023

    It looks like this order was delivered.  Thank you for your patience.

  • Initial Complaint

    Date:12/30/2022

    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.
    I purchased an item and returned it. Was told I would receive full refund since I asked to cancel the order initially and they stated they could not cancel they could only accept a return. So I waited and received the item and shipped it back right away. They received the items and it's been almost a month and I have yet to receive my refund. They received the return items Dec. 6th. Nov 27th was when the label was created. I have been sending emails every few days recently and no response. Even tried creating a new ticket. No response again..Original order number: ******* Return/Refund request number: ******* The tracking number on the *** label that can show all return delivery details :1z2r03f49095402201

    Business Response

    Date: 01/19/2023

    This item was refunded.  Thank you for your patience.

     

  • Initial Complaint

    Date:12/30/2022

    Type:Product 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 11/29 i was contacted via Crunchyroll support to cancel an order. Customer support cancelled the order and proceeded to ask me "Please share with us your PayPal email address so we could refund the charge of $247.80 " which i did promptly within 2 hours of their email. 11/30 i was contacted again saying "I will go ahead and escalate this ticket to our Manager for a PayPal refund. You should hear from us within 72 business hours with the refund confirmation." it has been well over 72 hours since and i have contacted them multiple times on the following dates : 12/8, 12/13, and 12/30. even filing another ticket since there has been no responses at all. crunchyroll is holding my money without reason and their customer support is not doing anything regarding their messages.12/13

    Business Response

    Date: 01/19/2023

    This was refunded as requested.  Thank you for your patience.

     

    Customer Answer

    Date: 01/19/2023

    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:12/24/2022

    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.
    Crunchyroll advertised a Black Friday sale, the purpose of black Friday sales is usually to start the Christmas shopping season. I placed my order on Black Friday, the 25th of November. All items I ordered were "in stock" as you can not purchase out of stock items and they were not pre-orders. I received an email confirmation for my order stating all "in stock" items would ship within 1-5 business days. One item shipped after about 15 days, and arrived okay. But then we reached Day 20 with no additional shipment notification for the rest of my order. The remaining 3 other items all of which were supposed to be Christmas gifts were now appearing to not ship in time for the holiday. I submitted a ticket to Crunchyroll to inquire and got a response back saying they would put my order in a priority queue and aim for delivery before December 23rd, but I'm pretty sure this was a standard draft email sent to everyone as I saw the same one in Reddit from several other people. Christmas was then in 2 days and I finally received an email stating shipments are delayed and won't arrive before the holiday. Sadly, I have people coming in from hours and hours away and now I won't have their gifts for God knows how long. Now that I've actually researched reviews, it appears this shipping delay is a common issue and is not just the result of high volumes of orders from the sale. The ************ given are to wait or cancel my order and try and find a replacement gift in 2 days. Crunchyroll is not meeting the standards and/or expectations which they themselves set for for their customers regarding shipping orders. They need to either be more transparent with shipping complications during the ordering process, not host sales in which they can not deliver in their promises, or they need to adjust their shipping regimen in order to fulfill shipping promises.

    Business Response

    Date: 01/19/2023

    This order was delivered.   Thank you for your patience.

  • Initial Complaint

    Date:12/21/2022

    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.
    Ordered and Charged for order ******* on Dec 9th, 2 items in stock and ready to ship and 2 items are pre-order. It is understood that the in-stock items would ship within 5 business days as indicated on their email of order confirmation. On Dec 19th I have gotten no update on my order so I started to reach out to customer service via email then on FB chat then on IG chat then on ******* DM. ***** has responded to my messaged for 2 days, I have stated that the items orders were part of XMAS gifts and needed to be expedited. I have looked at FB posts and seems there are a lot of people in my situation. Crunchyroll store doesnt seem to care and only want people to keep ordering so they can keep you money hostage. They are one of the few online stores that charges you even before shipping, so even if it takes them a year they already have your money which is very shady.Someone expedite my order and have it shipped to me by Xmas eve.

    Business Response

    Date: 01/19/2023

    This order was refunded for the items that did not ship.   Thank you for your patience.

  • Initial Complaint

    Date:12/21/2022

    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 placed an order on Nov 23 for in-stock items. According to their website in-stock items take 1-5 days to ship upon order is placed. It has been more than a month since I placed it and still no direct answers from customer service, all they stated was the was a slight delay in shipping and I have received no further information regarding my order. If they can't fulfill orders on time or keep them updated they will not keep any customers, this is extremely frustrating on my end

    Business Response

    Date: 01/05/2023

    Our *************************** has reached out to the customer.  The shipping company is unable to locate this package so we are offering the customer a refund or replacement along with some store codes to help out.

    Customer Answer

    Date: 01/05/2023

     
    Complaint: 18623037

    I am rejecting this response because: I never received any communication from customer services offering any of this. 

    Sincerely,

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

    Business Response

    Date: 01/12/2023

    We have refunded the item and we apologize for not being able to get her the product she ordered.  I show several email's to the address on the order.  She might need to check her spam folder if she did not receive them.  

     

  • Initial Complaint

    Date:12/18/2022

    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.
    I placed an order on the Crunchyroll website on 11/23/22. THe website stated orders would be shipped within 3-5 business days. My credit card was charged on this date. 10 days after placing the order, they emailed stating they were having delays in shipping but provided no further information. I responded asking when my order would be shipped. I received no response. I found another email address on their website and followed up again. They said give it another 3-5 days and it would ship. I followed up on day 5 as it still did not and asked when it would. They would not provide a date just a code for $10 off my next order. I followed up again has it had been weeks and they had already taken my money but provided no goods but they did not respond. I asked for my money to be refunded until the order shipped but I was ignored again. I reached out via their Chat option on the webiste but they said they could not help and someone would email me, they did not. I continue to email with no response. I have requested multiple times for my money to be refunded as I received my credit card statement on 11/25 with this purchase on it so I will be charged interest if I do not pay it off but I don't want to pay for something I have not received. I reached out again this morning via chat asking for a phone number and they said they don't have one and will have someone respond via email again. They have been holding on to my money for almost a month with no goods provided, I want my money back plus the interest I will charged on my credit card as my billing period will close soon!

    Business Response

    Date: 12/21/2022

    We checked with the warehouse and this order should be delivered before Christmas.

    We apologias for the delay.

     

    Customer Answer

    Date: 12/22/2022

     
    Complaint: 18606046

    I am rejecting this response because: Your website says shipping within 3-5 days, you charged me for my order on 11/23 and I am being charged interest for something I haven't received. You have not acknowledged why my emails went unanswered and the items ordered were needed for my son's birthday which was yesterday 12/21 and purchasing them on 11/23 should have gotten them here long before his birthday. If the items were shipped, they should have been overnighted due the extensive delay that was ignored by your company. Why did it take a complaint with the BBB to get any response from the company?

    Sincerely,

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

    Business Response

    Date: 12/22/2022

    Because of the warehouse delays we changed this to expedited shipping.  According to *** tracking the package is due to arrive today Thursday, December 22nd.

     

    Customer Answer

    Date: 01/03/2023

     
    Complaint: 18606046

    I am rejecting this response because: As I have stated for weeks to your company through emails and chat and through this dispute, I needed the items for December 21, my son's birthday.  They did not arrive until December 23 not the 22nd!!!  Your website said shipment within 3-5 days, which was clearly not the case. You took my money on 11/23 and I was charged interest on the purchase before I even received it. I should not have been charged until the item shipped. I was not reimbursed for the interest on my credit card due to your failure to meet your shipment standards as per your website.  So I received the items 1 month after I ordered not in time for what I needed them for.  You seem to think this is okay because I received them in time for Christmas, I DID NOT NEED THEM FOR CHRISTMAS! And I was charged interest before I received the items because your company charged me at the time of order instead when they shipped like every other company. I reject this response because you failed to meet your promises noted on yoru website, because you fail to acknowledge that you didn't the items to me by the time I needed them even though I ordered them with plenty of time to arrive according to your shipping practices outlined on your website and because I was charged prior to the items shipping I was charged interest as I was not paying for something I didn't think I would ever receive. 

    Sincerely,

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

  • Initial Complaint

    Date:12/16/2022

    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.
    I ordered 231.95$ worth of figurines for my daughter on December 2, 2022. All items were listed as In Stock, the website states that all in stock items will ship within 5 business days, warehouse is in **********. It is now December 16th, and my items have still not shipped! I email the customer service portal nearly everyday and I only get generic responses. I cant get a refund, I cant get my items, I cant get anyone to answer my questions. I feel like Ive been robbed and now my daughter doesnt have any Christmas gifts to open. I just want my money back or to products promised! They wasted no time removing the money from my bank account. Attached is a picture of order.

    Business Response

    Date: 12/21/2022

    We were able to check with the warehouse and this order should be delivered before Christmas.  Sorry for the delay.

     

  • Initial Complaint

    Date:11/19/2022

    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.
    I placed my order last August 27,2022 Until now I did not get my item or refund. I did email them last month and ask If they can not fulfill my order then just refund the money back. Since this online store does not have contact # where I can talk to someone, then all my communication is thru email. Last month Oct 19, 2022 **** from customer services email me back that they will shipt it before the end of October. So I waited again, its already mid of Nov and till now I did not receive any shipping confirmation if they will send the item I purchased. Today I email them again about the any information regarding my purchase. Till I decided that this is not right anymore, its been 2 and half months till I placed my order. I understand that they moved warehouse from one place to another but this should not been my problem since I give them enough time to ship my package. I just want to cancel and get my refund. I attached all info I have regarding this matter hopefully it will solve this time.

    Business Response

    Date: 11/23/2022

    Hi there,

    It looks like customer service already responded and refunded.   I show this was refunded on the 20th.   Please respond to the agent if anything else is needed.

     

     

Crunchyroll.com is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.