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: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.

  Crunchyroll.com advertises on their website several paid subscription tiers, all of which indicate that they offer an "ad-free" experience. However, regardless of subscription, they have now begun including "pre-roll ads" for other shows that run before each episode. Contacting customer service indicated that this is a feature and not a bug. I feel that this is falsely advertising an expectation that the service is ad-free and that they should remove, or at least provide the option to toggle off, the pre-roll advertisements for all users.

  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.
  

  Customer Answer

  Date: 04/08/2025

   
  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

• 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.

  I currently subscribe to the premium service for crunchyroll. On the page detailing perks, along with the main advertisement for it, it states that it is "ad-free". Within the last two days, I have received 26 ads while trying to watch anything through their app on my phone. I have logged out, and back in. I have updated the app. I have restarted the phone. I have tried with wifi, and with only data on too. Same. I have contacted support, and got a cookie cutter response, then silence.If desired, I have taken screen captures of the website saying ad-free, my account showing it is active and fully paid, my account showing ad-free. I also have a screen capture of an app that tracks how many ads a program pulls, along with how many requests made by the offending app. Currently it is at 26 ads, and *************** the last 24 ********** support asked for a large list of information, which I supplied to the *** that contacted me. I have yet to hear a response. I have checked the app today, 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.

  Customer Answer

  Date: 03/27/2025

   
  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,
  
  ******* ******

  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,
  
  ******* ******

  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! 

  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,
  
  ******* ******

• 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.

  I attempted to renew my subscription, confirmed the correct card description, and the website charged the card a dollar and claimed there was an error in the payment, this has happened 5 times, so you have effectively charged me 5 bucks for nothing

  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.

  
  

  Customer Answer

  Date: 03/25/2025

  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,
  
  ******* *****

• 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.

  I ordered items from the Crunchyroll store, from *** to ******...Nowhere on the order form did it mention the possibility of import fees...A couple weeks after receiving the items I received an invoice from *****, stating they paid import fees for the items and I now owe them ***** CAD.I contacted customer support and they said they are not responsible for import fees... Which I would be fine with If I knew they existed in the first place. (I wouldn't have ordered anything if there were such high import fees...)I am certainly not the first Canadian to order from them, so they must know of the import fees yet do nothing to inform customers from ****** about them.

  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: 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 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.

  *********** will not ship item to the correct address when contacted about an address change well before a preordered item shipped. The item hasnt left the warehouse and the shipping label has been made, but they wont honor the address change and fix the problem. They are insisting that a refund will only be issued if the item is returned to sender. As the customer who no longer lives at that address, I cant guarantee that it will be returned to sender. The item is not being shipped with a signature requirement so it will just be left at the doorstep. That leaves me without the item I pre-ordered in June 2024 and a loss of $261.00. I have reached out to Crunchyroll and their response was just to copy and paste a rule from their FAQ saying to contact them about the address change. Their entire FAQ system is not transparent and they also have an option on their website to change the address. This section on their website does not state anything about what to do with pre-orders regarding 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: 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,
  
  ***** *******

  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!

  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: 03/23/2025

  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!
  

• Initial Complaint

  Date:03/17/2025

  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.

  Dear BBB Representatives,I am reaching out once again to file another complaint against *********** due to a recurring issue with my orders. This time, I placed an order on March 5, and since March 11, it has been stuck in "Pre-Shipment" status, with **** never actually receiving the package.When I contacted Crunchyroll, they gave me the same generic and misleading response, claiming that ***** sometimes takes time to scan the package." However, **** has already confirmed that they never received the item. This is the exact same excuse they used in my previous case, showing a pattern of dishonest and evasive practices.Furthermore, Crunchyroll has ignored my attempts to obtain a fair resolution and has not properly responded to my previous BBB complaint. Due to their lack of interest in resolving the issue, I had to escalate the matter to the **** to report their non-compliance.I request that *********** be held accountable for their actions and that I receive a real solution, whether through the immediate shipment of my product or a full refund. I appreciate your support in ensuring this company takes responsibility for its lack of transparency and commitment to its customers.Sincerely,****** ********* Order *********

  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: 23077154
  
  I am rejecting this response because:
  
  That's not a solution of any kind, it's just a generic answer.
  
  ****** *********

  Business Response

  Date: 03/20/2025

  Hello,
  
  Our customer service representative has contacted you. Please coordinate with them for further assistance. The agent offered the available options.
  
  Thank you!

  Customer Answer

  Date: 03/20/2025

  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:03/13/2025

  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.

  Subject: Complaint Regarding Order Delay and Lack of Resolution Dear Better Business Bureau,I am filing this complaint against *********** due to an ongoing issue with an order I placed on February 25, 2025. Despite my multiple attempts to resolve the matter through their customer service, I have not received a satisfactory resolution.The order has been stuck in Pre-Shipment status for an extended period, and there has been no progress in shipping it. I have contacted Crunchyrolls support multiple times, and each time, I receive vague responses with no concrete action. Most recently, they informed me that they are contacting the warehouse, but I have yet to see any updates or confirmation of shipment.This is not the first time I have experienced issues with Crunchyrolls fulfillment process, and I believe this represents a pattern of poor business practices. I am requesting that Crunchyroll take immediate action to fulfill my order as promised.I hope the BBB can help facilitate a resolution to this matter, as Crunchyroll has not been responsive or transparent about the status of my order.Sincerely,****** ********* Order *********

  Business Response

  Date: 03/14/2025

  Hello,

  A thorough explanation was provided on why tracking information can sometimes take a little bit of time to be updated, and, furthermore, the tracking on your order has since been updated as of today. Please work with the agent in your ticket if you have any further questions.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23061380
  
  I am rejecting this response because:
  
  Dear BBB and Crunchyroll,
  
  
  I appreciate the response, but I am still dissatisfied with the resolution provided. The issue I faced was not only related to the delay in tracking updates but also the long and unexplained shipping time, as well as the misleading information provided by ************ customer service agents regarding the status of my order. I was told that my package was being shipped when it clearly wasnt, and the tracking updates were significantly delayed, causing further confusion.
  
  
  Additionally, despite the considerable delay, Crunchyroll used a slow shipping method, which only added to the frustration. The delay and lack of transparency have been frustrating and unacceptable, especially after the misleading responses from customer service. I would appreciate more immediate action to resolve this matter, rather than just generic explanations.
  
  
  Thank you for your attention to this ongoing issue.
  
  
  
  ****** *********

  Business Response

  Date: 03/17/2025

  Hello,

  It has been explained thoroughly in your ticket that high order volume can sometimes lead to delays in tracking being updated, as the **** generally will bypass scans if the package volume is too high. Generally speaking, this isn't a cause of concern as the tracking will eventually update, as yours has today, and the package is out for delivery. Furthermore, as an apology for the delays, you were given additional compensation. Please refer to your open ticket if you have any further questions. 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23061380
  
  I am rejecting this response because:
  
  USPS received the package on the 14th, meaning the delay was entirely on your end. Instead of resolving the issue, you repeatedly provided false explanations and took no action. Additionally, despite the prolonged delay, you used the slowest shipping method. The compensation offered does not justify this poor handling. Also, a discount code is useless to me since every order placed on the Crunchyroll Store has issues, whether its delays, misleading cancellations, or other problems. I expect real accountability and solutions, not just waiting for the problem to fix itself.
  
  
  
  
  
  ****** *********

• Initial Complaint

  Date:03/08/2025

  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.

  Crunchyroll was informed three days ago that the address they were mailing my stuff to wasnt my address. They still proceeded to mail my $104 order to the wrong address. The items are going to be lost. Someone already kept part of the order. They are saying they will do nothing, so they have literally stolen $104 from me, which is a lot of money.

  Business Response

  Date: 03/10/2025

  Hello,

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

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23039917
  
  I am rejecting this response because:
  I have already been in contact with customer service and they are the ones who ignored me when I told them they were mailing my stuff to the wrong address. They are also the ones who told me it didnt matter because their policy states that if the customer put in the wrong address, which I didnt do because my account only has the one correct address on it, that it was out of their hands. They told me that the items would have to be returned to the post office, so whoever they delivered these items to has to return them, which they havent, so they stole them, so Im out $105 bucks.

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

  Business Response

  Date: 03/12/2025

  Hello,

  Our customer service has reached out through your open ticket. Please work with them if you have any further questions.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23039917
  
  I am rejecting this response because:
  Your customer service is basically saying Im out luck and that the items are being delivered to someone elses house, which means I just gave some random stranger $105 worth of c*** from your website. This doesnt really feel like a helpful response. It feels more like a company s******* a consumer over. 
  Sincerely,
  
  ******** *****

  Business Response

  Date: 03/12/2025

  Hello,

  As the store policies (*********************************************************************************************************) state for orders that have been shipped:

  2. If the item is prepared for shipment or has already shipped out:
  The address change can no longer be accommodated. It is the responsibility of each customer to ensure that the shipping address provided at the time of purchase is accurate.

  For that reason, the address could not be changed before the order had been shipped out, and it is the responsibility of the customer to make sure the address is correct before placing the order. Furthermore, there are approximately three points of verification that can be done during the order process to ensure that the address is correct before an order is placed. Please refer to your open ticket for the issue if you have any further questions. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23039917
  
  I am rejecting this response because:

  I reached out to customer service three days before the entire package was sent to the wrong address informing them the address was incorrect. They ignored that and still sent it. I will never purchase from your company again and I may cancel my streaming account with you all. You cant just steal large amounts of money from people and just wash your hands of it.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/05/2025

  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 Against Crunchyroll Store for ************************************************** Crunchyroll Store Website: ****************************************** Number: ********* Description of the issue:On 02/19/25 , I placed an order for ololive ******************** Marine POP UP PARADE Figure as it was listed in stock on the website. After 13 days of waiting, I received a message informing me that my order had been canceled because the item was "out of stock."However, I checked their online store again, and the item is still available in stock, which suggests that the cancellation was not due to lack of inventory but rather another unmentioned reason. This practice could be considered false advertising and an unfair trade practice under the ************************ Act (15 U.S.C. 45), as it misleads the consumer.Evidence:Screenshot of the item in stock when I purchased it.Cancellation email stating the item was out of stock.Screenshot of the item still in stock after the cancellation.I request:A clear explanation of the real reason for the cancellation.That my original purchase be honored and the item be sent to me.Alternatively, appropriate compensation for the mismanagement of my order.I expect a prompt response and resolution. Otherwise, I will consider taking further action.Sincerely,****** ********* ******************

  Business Response

  Date: 03/06/2025

  Hello,

  A Customer Experience agent has been assigned to your case.

  Please expect a reply from them soon.

  Thank you for your understanding.

  Business Response

  Date: 03/10/2025

  Hello,

  Per your request, this order was refunded and an explanation provided. If you have any other questions, please reach out through the ticket you have created. 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23026099
  
  I am rejecting this response because:
  
  I never accepted this resolution. The issue is not just the refund, but the misleading stock status, the misinformation from your agents, and the fact that my money was held for 13 days without justification. I was repeatedly told the item was out of stock when it was actually available, which resulted in me losing a significant discount.
  Additionally, I wasted a considerable amount of time dealing with this issue, checking stock updates, contacting support, and filing complaints. This situation has been frustrating and unacceptable. I expect a proper resolution beyond just a refund.
  
  ****** *********

  Business Response

  Date: 03/12/2025

  Hello,

  A thorough and transparent explanation was provided on the error that occurred with the inventory for the item ordered. As a result of the error, you were refunded for the item in its entirety, and received additional compensation due to the inconvenience. Please reach out through the ticket if you have any further questions. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23026099
  
  I am rejecting this response because:
  
  The discount code provided is not an acceptable resolution. My money was held for 13 days, and I was misled multiple times about the stock availability. Due to this, I lost the opportunity to purchase an item at a significant discount, which was the main reason for my order. Additionally, the false information from multiple agents, the wasted time, and the overall poor handling of this issue have caused significant frustration. If a fair resolution is not provided, I will escalate this matter further. I expect a proper response addressing these concerns, not just a discount code I did not request.
  
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