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:08/31/2025

  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.

  To Whom It May Concern,I am filing a formal complaint against ***************** regarding my paid subscription. I am being charged for the servicewhether directly or through Apple Payyet I am unable to access it due to what *********** claims is an account syncing issue.Despite repeated contact with Crunchyroll Support, the problem remains unresolved. I am requesting assistance in ensuring *********** restores my subscription access promptly.

  Business Response

  Date: 09/01/2025

  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:08/30/2025

  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.

  This could have been handled so simple. I had to change my address with my bank. Which causes my payment to be rejected by ***********. I then receive an email from *********** asking me to update my payment method. Which I did and did not prompt me to do anything else which made me assume that everything was taken care of and they will try to take my payment again. I guess that didn't happen I did see a charge for $1 but that's not what my full membership cost so I'm assuming that they will charge the rest plus whatever my next month fee is together. But instead I receive another email prompting me to update My payment method which now I'm thinking did they not get the updated information so I go back online trying to make the payment myself and there is no option to do so. Tried to look for a phone number they don't have one. Talking to someone through live chat but since I was driving I asked if someone can call me and I was told no. I believe that if I had spoken to someone over the phone I would have gained more clarity and been able to possibly give more clarity but the live chat agent I was speaking to advise me that they can fix the issue.there was and pending error on my account and that they needed to remove it in order for me to make a payment. I asked again to speak to someone and was told no. I was advised that my membership was cancelled, which is not what I wanted. Then I was told I can purchase another one, which is a higher price. There was no where for me to just make a payment for the Same membership I already had. This is wrong. I pay for the membership to avoid ads/commercials. Even with paying for the no ads, ads have been added anyway. No ads means no ads even if ad(vertising) for different animes. in the end I wasted time trying to give *********** money only to realize they want more money. I take pride in paying for the things that I want even if I can get it for free without ads.

  Business Response

  Date: 08/31/2025

  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: 08/31/2025

   
  Complaint: 23820615
  
  I am rejecting this response because: it is not a response. I will be waiting for the actual response.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/03/2025

  Dear Ms. ****************** you for sharing your concerns with us. We understand the difficulties you faced with updating your payment method and resubscribing. Id like to reassure you that your subscription is now active and you have already been in touch with our support team, who are continuing to assist you directly.

  For any additional clarification or assistance, please continue through our existing email thread so we can provide the fastest and most accurate support.

  Thank you

   

  Customer Answer

  Date: 09/03/2025

  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:08/15/2025

  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.

  Crunchyroll is delaying English dubs for all anime this week without saying anything again and I want to know why? So please get them to respond honestly on why are they doing it?

  Business Response

  Date: 08/15/2025

  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: 08/15/2025

  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:08/15/2025

  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.

  Crunchyroll sent me a Gmail saying I had made a free subscription with my Gmail account and when I tried to delete my account it wouldnt delete or deactivate my account .

  Business Response

  Date: 08/15/2025

  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:08/13/2025

  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.

  I never heard a Crunchyroll I never signed up for anything and they hit my credit card for $97 charges one after the other and I neverheard of this company. I dont use anything that they do. I dont do any gaming. I dont do anything online I dont know if they my credit card information through ****** or I dont know who but they are a rip off and I didnt authorize this company at all I dont do any of that stuff. dont do video games in my life or anime or anything that they do and you cant get any help from them and their phone number doesnt workso the phone number you list is a non-functioning phone number

  Business Response

  Date: 08/14/2025

  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:08/11/2025

  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.

  Fraudulent charge from ***********. Never have I once had an account with them that had any sort of billing information, or signed any agreement. I had to cancel my card, and report fraud through my bank. Im now having to wait a week for a new card to be mailed.

  Business Response

  Date: 08/12/2025

  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: 08/12/2025

   
  Complaint: 23733072
  
  I am rejecting this response because:
  I did receive an email stating I checked the screenshots you sent and noticed the charges are still showing as pending on your statement. While a charge is pending, it hasnt yet been processed by your bank, so were unable to locate it in our system.
   Once the charge updates from pending to a finalized transaction, could you please send us a screenshot of the detailed Crunchyroll billing entry (including date, amount, and descriptor)? As soon as we have that, well be able to find it in our records and issue your refund right away.

  At this point, what is crunchyroll going to do going forward because its made it to the news that this scam/fraudulent activity, and I am not the only Chase banking person experiencing this.  A refund is one thing, how is this being prevented further. 

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

  Business Response

  Date: 08/12/2025

  Hello *******,
  We understand your concern and take these reports seriously. Weve reached out to you directly via your existing Crunchyroll support ticket to continue working on your case, as well need a finalized transaction record from your bank to locate the charge in our system and proceed with a refund.
  To protect your privacy and handle your account details securely, wed like to continue this conversation in that private channel. Please respond to our latest message in your ticket, and well prioritize resolving this for you.
  Thank you for your understanding

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23733072
  
  I am rejecting this response because:
  I responded to your email and a pending reversal is now appearing today.  This shouldnt have happened in the first place, what measures are you taking to avoid others from going through this?  Its baffling Ive had to cancel my card and now wait a week to get a replacement. 

  Ill respond to this as accepted once the reversal payment is no longer pending since it hasnt yet been fully processed by my bank.  

  
  Thank you,
  ******* *******

  Business Response

  Date: 08/14/2025

  Hello *******,

  We are so sorry you are going through this frustrating situation. A customer service reprezentative has already reached out to you regarding the pending reversal. 
  
  Thank you for your patience. 

  Customer Answer

  Date: 08/17/2025

   
  Complaint: 23733072
  
  I am rejecting this response because:
  As the business stated, they cant do anything because the charges are pending.  Well because the charges are pending/declined due to me being FORCED to turn off my card and get a new one. I will accept the business response once the charge has been reversed on my end once I get a new card and activate it.  Until then I will reject every. Single. Response. 
  

  They still have refused to answer the question of how they plan to prevent this in the future with others.

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

  Business Response

  Date: 08/19/2025

  Hi *******,

  Thank you for your patience and I apologize for the inconvenieces encountered.

  We are also waiting for the new card to be issued, because that way we will have the possibility to proceed with the refund of the charge.

  Thank you

• Initial Complaint

  Date:08/05/2025

  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.

  Crunchyroll "support" will not connect to a live agent to resolve issues related to use of the website/app. While logged into the website it refuses to allow a thumbs down to show dislike of a show. When attempting to engage customer service it goes into an endless chatbot that says that "thumbs down" is not used by Crunchyroll and continues to spin around and around and WILL NOT connect to an agent.The thumbs up and thumbs down icons are clearly visible when watching a show, however when trying to **** a show as thumbs down (i.e. not wanted or liked) it goes into a chatbot recursive prompt that does not allow you to talk to an agent, **** a show as one you don't like/want, or file any type of complaint. If logged into the site and using the site to watch shows as intended, the inability to speak to customer service, or **** shows as ones that I do not care to watch should not force you into a chatbot service that denies you access to an agent and gives you wrong and incorrect information without recourse is deeply frustrating as well as seemingly a breach or advertised services.

  Business Response

  Date: 08/06/2025

  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:08/05/2025

  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.

  I am filing this complaint due to the poor handling of a recent merchandise order I placed with Crunchyroll. Ive been a long-time subscriber and customer for over 10 years, with consistent history through subscriptions and merchandise purchases. Given that level of commitment, I expected better communication, fulfillment, and customer support.On or around July 16, 2025, I placed an order for two items from the ********************** Mon collaboration, which launched on July 9. I only received one item the T-shirt which immediately raised concern. I contacted customer service and was told my full order was still processing and that the second item was simply awaiting arrival at the warehouse.Then, around July 20 or 21, I placed a second order for a sweatshirt from the same collaboration. That item shipped and arrived quickly without issue, which further confirmed something was off with the original order. I followed up again and was once more reassured that my original item would still ship and there was no problem with the order.Despite these assurances, I was later informed that the T-shirt had become oversold. This explanation doesnt align with the order timeline. I placed the order well after the product launch and raised concerns just days later. If the item was oversold before I placed my order, then Crunchyroll knowingly accepted payments for out-of-stock items. If the overselling occurred afterward or was due to a fulfillment error, that responsibility should be acknowledged.I clearly communicated that I did not want a refund. Instead, I requested to receive the sweatshirt from the same collection as a replacement, since the original T-shirt was no longer available. That was a fair request considering the circumstances, the delay, and the multiple assurances I received. Instead, I was offered a $15 refund, which neither reflects the value of the missing item nor the time Ive spent trying to resolve this.

  Business Response

  Date: 08/06/2025

  Hello,

  A refund was issued for the full total of the item you did not receive, and additional compensation was provided for the inconvenience. Furthermore, reasoning was provided on why the item was not shipped/delivered. Please reach out through the ticket you've created if you need anything else.

  Best,

  Customer Answer

  Date: 08/06/2025

   
  Complaint: 23704303
  
  I am rejecting this response because:

  They need to provide a full timeline of events and respond with transparency and no go we sent a refund. 
  

  How can the item I ordered a week later after the drop was released that was available not be available. They do not provide that.
  

  Their *** most likely prematurely canceled my order because if she looked she would have seen when I ordered it and followed up on the original inquiry.

  I was able to determine that by looking at the NEW thread she created to respond to me 

  They do not address the part about lying and misleading customer. 
  

  If their doing it to me. Their doing it to others people as well. How 

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

  Business Response

  Date: 08/07/2025

  Hello,

  The status of the product and its unavailability have been given to you several times. Furthermore, you were refunded for the item in full, and provided additional compensation for the inconvenience. While we understand that products becoming unavailable is not ideal, these things can happen, and placing an order for an item does not guarantee its delivery, because, as mentioned, things can happen at the publisher level that are out of our control. Please reach out through your ticket if you have any further questions. 

   Best,

• Initial Complaint

  Date:07/26/2025

  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.

  Several months of being charged for a canceled subscription on a closed account. dozens of request just ignored and no help from their "support" to cancel or refund me any of the money. Every month i get charged i have requested my bank t stop it an nothing.

  Business Response

  Date: 07/28/2025

  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:07/19/2025

  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.

  On July 19 i saw a charge on my bank acct for crunchroll ive never had this service i have alerted my bank

  Business Response

  Date: 07/21/2025

  Hello,

  A Customer Experience agent has been assigned to your case.

  Please expect a reply from them soon.

  Thank you for your understanding.