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:10/04/2025

  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.

  Due to an influx of cancellations due to political backlash, *********** has removed the ability to cancel your subscription. The button(s) to cancel your subscription and the removal page itself are no longer on the website or app (screenshot attached). I have no interest in renewing my subscription, but I am unable to cancel due to them attempting to block subscription cancellations. I've had to have my bank block any payments they attempt to make from my account, because they are trapping customers into subscriptions until the political backlash passes.I spoke to one of their "agents" via their help page chat window, and they claim they've been able to cancel my subscription (after some pestering), but I was informed they will not be sending me a confirmation email, nor am I able to check my membership status.Their claim on their website that I can "cancel membership at any time" is falsely advertised if these events are any indication.

  Business Response

  Date: 10/06/2025

  Hello,

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

  
  Thank you for your understanding.
  

  
  

  Customer Answer

  Date: 10/07/2025

  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. The change/update membership button has "spontaneously" re-appeared where it should be after my complaint, and the customer service representative claims to be investigating the issue, so I will take them at their word that this issue won't happen again. That being said, this situation has made me hesitant to ever purchase another membership with ************

  I appreciate the help of BBB to resolve this matter.

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

• Initial Complaint

  Date:10/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered solo leveling manwhas and most of them came damaged. They want to charge me return shipping for damaged products. On top of that my Blu-ray of Hensuki was not included in the shipment and I was charged and they refused to refund me

  Business Response

  Date: 10/03/2025

  Hello,

  A customer experience agent will be assisting you in your ticket shortly with a return label for the damaged items and a refund for the item you didn't receive. Please reach out through your ticket if you need anything else.

  Best,

  Customer Answer

  Date: 10/03/2025

  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:09/25/2025

  Type:Order 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.

  They advertise a no add experience with a subscription. I've paid 7.99 a month for a few years. Now I get occasional adds between episodes. They say trailers aren't adds. Trailers are adds. I paid for no adds. They basically said oh well it's a feature. Its false advertisement. I paid for no adds, period the end.

  Business Response

  Date: 09/26/2025

  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: 09/30/2025

   
  Complaint: 23935845
  
  I am rejecting this response because:

   

  I have received no communications other than someone is assigned to it.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/30/2025

  Hello *******,

  Thanks for your follow-up. I wanted to confirm that we already sent you a detailed reply to the same email you provided here.

  If you havent seen it, please check your inbox (or spam/junk folder), as all communication is being handled directly through that email thread.

  Well be happy to continue supporting you there.

  Customer Answer

  Date: 10/01/2025

   
  Complaint: 23935845
  
  I am rejecting this response because:

   

  They haven't responded.  I'm never going to give them my money again, all I'd like is an apology or for them to officially announce that trailers are adds.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/02/2025

  Hi *******,

  Thank you for your message. I wanted to let you know that weve sent a detailed response to the email you provided addressing your concerns about trailers in your Premium membership.

  Please check your inbox for our follow-up email, which explains the situation and provides context on trailers versus ads. If you have additional questions after reading it, you can reply directly to that email for further assistance.

  We appreciate your patience and feedback.

  Customer Answer

  Date: 10/02/2025

   
  Complaint: 23935845
  
  I am rejecting this response because:
  

  this is the last communication I have received, aside from ads to the crunchyroll store.  I have checked the spam and other folders.
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/02/2025

  Hello, 

  The reply with explanation and apology for the situation was sent to the user. I'm afraid the user has reached out to share feedback regarding one of our new features. Unfortunately, we cannot provide any resolution for the user aside from forwarding their feedback to our internal team. We made sure that their feedback has been sent to the appropriate team. 

  Best regards, 

  Customer Answer

  Date: 10/04/2025

   
  Complaint: 23935845
  
  I am rejecting this response because:

  The new "feature" mentioned is showing trailers for other shows  during, before, or after the show I am currently watching.  That is what is known as an advertisement.  Since they classify this as a feature and not an advertisement, I do not think we will ever come to a solution.  The BBB may close this ticket, but please reflect that I am unsatisfied by this agreement to disagree, and allow other people to see this thread, and hopefully they will realize that crunchyroll is admitting that they are breaking their add free advertisement before people even sign up for their service.  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a year long mega fan crunchyroll subscription on Aug 27th 2025. I was able to use for two days and the account somehow became un loginable. I filled the online directions to try to login to no avail. I have more than 10 times gotten in touch with the help team to be told that I will be contacted via email by at least 10 different people. I have wasted hours on this debacle and was refused access to a manager more than *************************************************************************************************************************************** which it was redeemed from which I no longer have. Who keeps those when you expect to have a service that you pay top dollar for. It is now sept 25th and I have yet to hear from anyone regarding the issue. I have had to go to their garbage help line. I even tried contacting the CEO via x and didn't get a reply. This company clearly doesn't care about its customers or live up to what they stand for. This account was supposed to be for my kids who I keep having to tell everyday for a whole month that we are still waiting babies. To top it all off, I had a help service person tell me to just cancel my service. If I could rate negative stars as a review, I would.

  Business Response

  Date: 09/26/2025

  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: 09/27/2025

  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:09/23/2025

  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.

  On 9/20/25 I purchased a figurine on the Crunchyroll Store for $267.86 and I paid for expedited shipping and everything, two days later I open my account to try and check the order status and it just disappeared, no trace of my order. I then contact Crunchyroll's horrendous AI chatbot and beg for a human to speak to me, well FIVE human agents and a full 48 hours later, there is NO resolution to my problem, to add insult to injury, ***** has informed me that my package was CANCELLED by *********** and I received NO notice or refund about this. FIVE support agents have promised me that they will escalate my issue to an ECommerce team and they will email me, I have not received a SINGLE email from *********** about this issue and their customer support makes me feel so insanely unimportant to them as a consumer, its all pre-made AI generated responses even from the humans. This has caused me so much stress and im so insanely frustrated and I personally believe I should be entitled to a refund AND my product.

  Business Response

  Date: 09/24/2025

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

• Initial Complaint

  Date:09/23/2025

  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.

  Have not used *********** account in 10 years. 10 years ago, I asked them to delete the account. They said they did, turns out they didnt. They allowed someone to hack into an account that should have been deleted and allowed them to gain access to my credit card information. When I got a notification that someone was using an account that should have been deleted a decade ago, I was very concerned. I went to their customer support asking them to delete the account. They said they would a month ago. Cut to today and they are claiming that I do not in fact own the account and that the hacker is the one that now owns the account and they are refusing to delete the account. I have sent my ID in and they are still refusing to do anything about it. Please help me becasue I believe they coprimised my credit information. Please force them to delete the account or threaten legal action. They can not continue to get away with this. All I want is the company to delete an account they said they deleted ten years ago.

  Business Response

  Date: 09/23/2025

  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: 09/23/2025

   
  Complaint: 23922387
  
  I am rejecting this response because: they are still arguing and refusing to delete the account. 
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 09/23/2025

  Hello, 

  Account with the email address provided by the user is shown as deleted in our system. We have informed them about this. Unfortunately, we cannot investigate further as the user refuses to provide aditional information in order to locate a possible second account or an account takeover. 
  
  Thank you. 

  Best regards, 

  Customer Answer

  Date: 09/23/2025

  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.
  I will contact the proper authorities. This may prove challenging as I am a Canadian citizen and fighting legal battles across countries can be a little challenging. 
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:09/23/2025

  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.

  Since March 2024, my credit card has been fraudulently charged around the 18th of every month by *********** for an account that is not mine. The monthly amounts varied, starting at about $10 CAD and later increasing to $14 CAD without my consent. I discovered this in May 2025 and filed a dispute with my bank. My bank refunded only the May 2025 charge, while *********** kept billing **** contacted Crunchyroll, expecting a quick fix. Instead, I faced the worst customer service I have ever seen. I lost an entire workday repeating my case to multiple agents because their chat constantly disconnects. Even after providing card details, bank statements, and even past card numbers from my branch, *********** still claimed they could not locate the transactions.After weeks, *********** admitted the charges were fraudulent, confirmed they were tied to an email not mine ***************************** and promised a refund within 210 business days. They also claimed the fraudulent account was deleted. That refund NEVER arrived. My bank confirms no refund was ever received.I have repeatedly asked Crunchyroll for basic refund details the amount and the date but they refuse, calling this confidential. These are my own payment details, and withholding them is unacceptable. This nightmare shows fraud, incompetence, and the worst service I have ever experienced. No phone support, just copy-paste excuses, endless delays, and no accountability.Crunchyroll admitted fraud, promised a refund, and never delivered. I demand an immediate refund of approx. $150 CAD (fraudulent charges between March 2024 and May 2025) and accountability for this disgraceful treatment.

  Business Response

  Date: 09/23/2025

  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: 09/23/2025

   
  Complaint: 23921511
  
  I am rejecting this response because:
  Crunchyroll admitted that the charges on my card were fraudulent, confirmed they were linked to an account that is not mine, and promised me a full refund within 210 business days. I never received any refund. ******* has confirmed multiple times that no refund was ever issued to my account. Despite my repeated requests, Crunchyroll refuses to provide even the most basic details such as the refund amount, the date it was supposedly processed, or the card number used. This is unacceptable. The issue remains unresolved: I am still missing approximately $150 CAD in fraudulent charges taken between March 2024 and May 2025. Until Crunchyroll provides proof of refund or processes the actual refund, I cannot consider this case resolved.
  Sincerely,
  ****** Tazamoucht

  Business Response

  Date: 09/23/2025

  Hi ******,

  Were very sorry for the delays and frustration this situation has caused.

  Weve shared a more detailed explanation and next steps in our direct email thread, so you can have the full context there. Please check that reply for guidance on how to move forward with your bank to ensure the refund is received.

• Initial Complaint

  Date:09/20/2025

  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.

  When I recently opened my email, I noticed an email that said that someone was trying to access an account called Crunchyroll. I never opened up an account with them, so I did a password reset in order to enter and delete this account. There was no direct way to delete, so I tried contacting someone through the "24/7" online chat, but no one ever responded. I since have tried several times to close this account through their contact form. However, when I try to reply to have the account permanently deleted, I cannot send the email due to there being no actual email address attached. I want this account deleted. This company seems to be owned by ****.

  Business Response

  Date: 09/21/2025

  Hello,

  A Customer Experience agent has been assigned to your case.

  Please expect a reply from them soon.

  Thank you for your understanding. 

• Initial Complaint

  Date:09/08/2025

  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.

  On Tuesday September 2nd I got back home from vacation and wanted to watch some shows on the streaming service crunchyroll. Come to find out my account was hacked into and my email was changed without my permission for the second time in the last 2 years. I tried getting in contact with customer support trying to fix this issue for 7 total days in a row. Not once have I been able to talk with anybody on their support team. I have been told this is a very common issue with this company. It should never take more than a day to get in touch with customer support of any company whatsoever but for 7 days straight no contact? Its unbelievable. At first I didnt notice my account was hacked into and renewed my subscription of $12 a month and was charged $20. I cant even use my account anymore and they took extra money from me for no reason. I cant contact their support so I guess I cannot do anything but file this complaint to the BBB. I could care less about the money, I just wish something would be done with their customer support which seems to not even be a thing.

  Business Response

  Date: 09/09/2025

  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:08/31/2025

  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.