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:07/01/2025

  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.

  Order a pre-order book Spice and Wolf Collector's Edition Manga Volume 1.order #********* on date of 6/11/25 release date of 6/17/25 but have not ship yet.item went from Pre-order to backordered Crunchyroll has listed it has backordered but never informed me of any delay or problem of any kind. When I ask Crunchyroll about a shipping date, they reply with no idea. I look to see if this was an isolated problem. It was. ******, *************************, Books a Million, and ********* store all in stock and ready to ship. (make note that ********* is the publisher) But no more pre-order prices. Prices avenge between $22-$25 plus tax and shipping. I ask for ONE of two solutions.1. Appropriate Shipping date 2. Refund the additional costs to buy item at current price. Will C. (crunchyroll) has offer $10 coupon code has an apology. I have not had chance reply to. But now Hasashi D has jump in and is refusing both solutions only wait or cancel. And appears to retract $10 coupon code. Which I wound have accept it as long as estimate shipment date is given. The first email sent on 6/30/25 last email 7/1/25

  Business Response

  Date: 07/02/2025

  Hello,

  Our customer service team has reached out and explained that the status of the product is currently delayed, and, due to delays, we are not able to predict when inventory may arrive for the product. Please reach out through the ticket for any further assistance.

   

  Customer Answer

  Date: 07/05/2025

   
  Complaint: 23545727
  
  I am rejecting this response because: your team did reach out to me to inform that there was problem. I had to seek them out. I received no new information. *********** has no clue about their own inventory. 
  Only received a dismissive attitude from the supervisor Hasashi D.

  I would like to know if crunchyroll will make it policy from now on that pre-order customers will be notified. If there is gonna be a delay before the release date. So they have to time to make a choice to cancel order and make other arrangements..

  I will note that 17 days after release date, I received a shipping notice. Two days after that. I received the order. Which would the fastest I have ever received an order form crunchyroll. After receiving shipping notice. 

  I honestly believe I would not have received my order by now. If I did not open this complaint.
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/07/2025

  Hello,

  The process of products being delayed has been explained thoroughly in your ticket, however, you can find information here (******************************************************************************************************************) under "Are pre-order release dates accurate" and also here (*****************************************************************************************************) under "Past Estimated Ship Date" that both explain what may happen to a pre-order before you place an order for it. With that known, there are many times when the publisher will not update us on a new tentative release date, and, sadly, in those circumstances, there is no update we are able to provide until/if we are given one, however, if the product were to be discontinued for any reason, we would notify you, and, until then, we are still expecting it. In most circumstances, the item's page will also be updated with a new tentative release date as soon as we receive one. Please reach out through your ticket if you have any further questions. 

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23545727
  
  I am rejecting this response because: unfortunately, I cannot send you the screen recordings. Too big of a file. The articles you have linked you is a great example of lack of information. Both articles reference a delay list. When I use the "delay list link" in both articles, the delay list link loops back to home page. Not a page that is labeled delay list with item(s) list or delay list page that said "No items" or " empty" etc. No page just back to the home page like the delay list just don't exist.

  This is the core of problem. *********** makes it so difficult to get any and I do mean any relevant information. Endlessly looping chat bot, dismissive customer service agent and at times down right disrespectful. The only way to get an email response is to threaten to get Better Business Bureau or the ************************ involved.

  Don't get me wrong. *********** has good prices and ok variety of items for sale. But if there is any problem. *********** just makes it worse with there customer service.

  Again i am going ask and try to make myself very clear. Will *********** make it policy moving forward. That *********** will contact individual affect customers of pre-order item(s) that are expect to have any problem (delay, etc) before the expected release date at latest 12 hours before release date. Contact meaning an email or a message on the customer(s) account. This is more of "YES" or "NO" question. 

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

  Business Response

  Date: 07/09/2025

  Hello,

  There are myriad resources located within our website (which has been explained to you several times) that give information on delayed items, and, if that information isn't available, you're welcome to reach out any time and we'll give you the most updated information we have, if it is available. As explained earlier, delayed notices are not sent out because we often do not hear from the publishers ourselves that a product is going to be delayed, and with that known, due to how common delays are within manga printing, it is a bit redundant to send out a notice every single time a manga is delayed, especially when there is no further information to provide, and this information can be ascertained from looking at the website or reaching out. With that known, release dates are tentative, as stated on the website, so they are not concrete street dates of when a product is set to arrive in the first place. Please reach out through your ticket if you have any further questions.

  Customer Answer

  Date: 07/13/2025

   
  Complaint: 23545727
  
  I am rejecting this response because:
  As I have explained many times Cruchyroll customer service does not want to help at all. I have sending 3 items with this complaint. I attempted to get to the "delay list" five time. Chat bot just loop, your online agent wound not help (also would not send a copy of the chat log even after being ask to do so). Escalation team never email me at any point.  Basically, I did as you ask about reaching out and have heard nothing in 4-5 days. You talk as if the release date was move do to something other than a problem with Cruchyroll. All other retailers (4) that I check with met the release date on time. You have point to information that is not available to anyone (customers or Cruchyroll customer service agent) Delay List and other. All you have said is contradiction.   Cruchyroll cannot do the most basic customer service.
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/19/2025

  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.

  Every month ***** comes out on the 23rd. It was paid last month. It isnt the 23 so it hasnt been paid for this month but I can not use the service. When I log into my account it ask to start an account. It hasnt worked for two weeks. I have made multiple attempts to contact the company. I have reached out through emails, tech support, call center. I am not being helped. I have no doubt that I will again be charged on the 23rd.

  Business Response

  Date: 06/23/2025

  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:06/16/2025

  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.

  June 2nd, purchase of $7.99 for service via Crunchyroll.com.Contacted on same day for refund.Lied and said i would receive within 2-10 business days.They STOLE from me

  Business Response

  Date: 06/17/2025

  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: 06/18/2025

   
  Complaint: 23476554
  
  I am rejecting this response because:

  I have yet to receive a refund, and will do so until I am properly refunded

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

  Business Response

  Date: 06/18/2025

  Hello, 

  The refund was re-issued. We are waiting for 2-10 business days for the refund to be processed and will review the case again in case the request is not completed. 

  Thank you!

  Customer Answer

  Date: 06/21/2025

  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 Note*

  Crunchyroll took from the 2nd of June until the 21st of June to properly issue a refund. The initial process for beginning a refund is not only difficult to find, but frustrating snd tedious to the consumer to go through once contact has been made.

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

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/1/2025 $7.99 Requested Refund on same ****** clear cut way on to begin refund process, very unprofessional.Customer Service did not provide adequate assistance nor information.

  Business Response

  Date: 06/02/2025

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

• Initial Complaint

  Date:05/23/2025

  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.

  On my order #*********, my item was marked as shipped wrongly in their system and was never delivered based on the response I got from the customer service representative but they said they could offer no refund or replacement. This is clearly an error on their end that I'm victim of. All I want is to be delivered the item that I paid for that they failed to ship as part of our deal on my purchase.

  Business Response

  Date: 05/26/2025

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

• Initial Complaint

  Date:05/19/2025

  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 have been a *********** member for 7 years, last year I decided to upgrade from the basic plan to the ultimate plan because it had a total of $100 in gift cards and a goody bag. I have email confirmations from *********** stating that with my 1-year ultimate membership Id receive a $25 gift card every 3 months. I never received any and when I question them, I get a responses like the discounts are already added the the items or as a member you receive 15% off most items. The gift cards were for non discounted items, so this doesnt make any sense. Image 1 will show that I was told something different, a $25 gift card every 3 months and it cant be used in discounted ******** just trying to get the $100 total in gift cards that was promised with my plan, it was the sole reason I upgraded my account.

  Business Response

  Date: 05/20/2025

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

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23348591
  
  I am rejecting this response because:
  There are attached images of emails from Crunchyroll stating that they will be sending me codes for gift cards. 
  I got an email today 5/21/25 from Crunchyroll asking me to check my junk folder for the codes, SO THEY ARE 100% AWARE OF WHAT IM OWED.

  I'm owed $100 total in gift cards, in the email images sent, its confirmed to me that because I upgraded Id receive a $25 gift card every 3 months during my year membership. 

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

  Business Response

  Date: 05/25/2025

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

• Initial Complaint

  Date:05/07/2025

  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've been an Ultimate Fan since January 2024, and one of the perks of the upper-tier is the swag bag each year. It's been over a year and there's never been a code sent. I reached out to customer support on May 2nd (Rohit) who said he had to escalate the problem to email support. They sent an email stating they'd check into it and get back to me. Since then, there's been no response and follow-ups by me to see where things stand have gone ignored. I want the promised swag bag code. I've paid automatically each month, so they need to fulfill their end of the promise.

  Business Response

  Date: 05/07/2025

  Hello,

  A Customer Experience agent has been assigned to your case.

  Please expect a reply from them soon.

  Thank you for your understanding.

  
  

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23297434
  
  I am rejecting this response because I received the response from the business to my email telling me to check my spam folder. I already check my spam folder daily and know the code isn't there. I responded to that person (*******) two days ago and again haven't heard a word in response.
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 05/11/2025

  Hi *****,

  Thank you for your follow-up and for sharing those details. We're sorry for the frustration caused by the communication delays.

  We've reviewed your case and can confirm that a direct response was sent your way, and the matter has now been addressed.

  If there's anything else we can assist you with, please dont hesitate to reach out to us directly.

  Thank you again for your patience and understanding.

  Customer Answer

  Date: 05/12/2025

  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:05/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2025 this company had a massive data leak that I believe more people should be aware of. We have been fraudulently charged since February 2025 and nearly every month since on my spouses cards when he NEVER set up an account with them. I have been going back and forth with their customer service and it is a nightmare. No information has been enough thus far even though I have provided exact billing details straight from my bank, as requested by customer service. At this point I just want our information removed completely from their database including billing information that was not authorized by us. I will be working this out with my bank to contest every single charge because this company is NOT helpful and there is not even a phone number to call.

  Business Response

  Date: 05/07/2025

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

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23294760
  
  I am rejecting this response because:

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

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

  Business Response

  Date: 05/08/2025

  Hi *****,

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

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

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

  Thank you for your understanding.

  Customer Answer

  Date: 05/10/2025

   
  Complaint: 23294760
  
  I am rejecting this response because:

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

  Business Response

  Date: 05/13/2025

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

  Thank you. 
  Best regards. 

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/06/2025

  Hello,

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

  
  Thank you for your understanding

• Initial Complaint

  Date:05/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying for 4 months to get this billing stopped . Its 9.99 month and I emailed them in March and they said it was stopped. It was for a month and now I get my ***** saphire bill and it is on there again.

  Business Response

  Date: 05/05/2025

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

  Customer Answer

  Date: 05/05/2025

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

  Business Response

  Date: 05/05/2025

  Hi *******,

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

  Thank you