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:07/19/2025

  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.

• Initial Complaint

  Date:07/12/2025

  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 was charged 97 dollars by this company and I am 100% sure I did not order anything from them. There were no emails regarding it, and I don't have an account with them. I opened a dispute with my bank and the bank declined to give me the money back. Again, I am absolutely certain I did not order anything from this website, it is anime and I don't watch any anime. I only had about 200 dollars in my account at the time and would have never spend 97 dollars on anything let alone something I knew nothing about. I enclosed the information supplied on my bank statement, I didn't know how to take a picture of it but all the numbers I sent is all I received. I will try to call the bank on monday and find out about this as well. Thank you for your time.

  Business Response

  Date: 07/14/2025

  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:07/09/2025

  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.

   
  Complaint: 23576776
  
  I am rejecting this response because:
  

  In response to Crunchyrolls claim that they have addressed my concerns via private email, I must respectfully reject the notion that further discussion should be handled privately. My previous attempts to resolve this matter directly with Crunchyroll were met with delays, dismissiveness, and premature ticket closures. Only after filing complaints with multiple regulatory bodies did I receive a meaningful response. If accountability must be forced through the threat of oversight, the offending party has forfeited the benefit of the doubt.

  Accordingly, I will treat any future communications regarding this complaint that do not go through the Better Business Bureau platform, unless they involve confidential account verification or necessary privacy-related information, as not received.

  Despite repeated complaints by myself and other users, Crunchyroll has taken no clear action to resolve the pre-roll advertising issue, which violates the ad-free service they claim to offer under all subscription tiers. When I originally contacted support in March 2025, the advertisements were removed and my account functioned properly for nearly three months, demonstrating that a resolution is technically feasible. The recurrence of the issue, and Crunchyrolls refusal to provide a permanent fix, suggests a lack of good-faith effort to resolve the matter.

  I did receive an email from a Crunchyroll representative ("*******"), stating the following: "As a step toward making this right, Ive added 30 days of Mega Fan access to your account at no charge. This will be applied immediately and extend your current subscription period."

  While I appreciate the gesture, I do not consider this an adequate resolution. My concerns span two full billing cycles and involve a repeat violation of the service agreement. Furthermore, I was treated dismissively by support staff throughout the process. To my understanding, it appears the credited time will not apply until my current subscription period ends, meaning I have no way to confirm whether the credit has even been applied.

  If this 30-day credit is the only resolution Crunchyroll is willing or able to offer while the issue persists, I request they state so clearly. In such a case, I will continue to seek further compensation for each billing period in which this issue continues, as I and every other subscriber remain entitled to the ad-free service we are paying for unless and until Crunchyroll resolves the underlying problem.

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

  ntent previews - a distinction that is misleading and irrelevant from a user experience perspective. If I pay for an ad-free service, no promotional content should play before the content I selected, regardless of the source.This practice misrepresents the nature of their paid service and constitutes false advertising. I believe this violates *** guidelines regarding truth in advertising, and it erodes consumer trust.I have documentation of my correspondence with their customer support, as well as evidence of the recurring promotional content.The ideal resolution is for Crunchyroll to offer an assurance and demonstrable action that pre-roll promotional content will be removed from all paid tiers labeled ad-free, not just for myself, but for all subscribers. At a minimum, I desire a refund and/or credit for the charges dated to June, 1 2025 and July 1, 2025, totaling ***** USD, for the two payment periods affected.

  Business Response

  Date: 07/10/2025

  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: 07/10/2025

  Hi ****,

  Thank you for your thoughtful feedback and for taking the time to raise these concerns with us.

  Weve carefully reviewed your experience and have followed up with you directly via email. We understand your frustration, and we truly value your long-time support as a Crunchyroll subscriber.

  We appreciate the opportunity to address this with you directly, and if theres anything further you'd like to discuss, please feel free to continue the conversation with us via email.

  Thank you

  Business Response

  Date: 07/15/2025

  Hi ********,
  Thank you again for your continued feedback.

  Weve followed up with you directly via email and have provided a detailed explanation along with a proposed resolution. To ensure your privacy and account security, weve shared specific next steps via our support channel.

  If theres anything else youd like us to address, we remain available and ready to assist directly.
  Thank you for your patience

  
  

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23576776
  
  I am rejecting this response because:
  

  I gave Crunchyroll multiple opportunities to rectify the problem of showing pre-roll advertisements for premium members against the subscription terms, and was neither treated respectfully nor was a reasonable resolution reached. I reach out to their authorized support representatives multiple times across multiple points of contact. However, I was repeatedly dismissed or ignored, showing that representatives of *************** have little to no regard for their longtime community supporters and paying customers.

  This is a repeat offense of the exact same problem from less than 6 months prior. There is no excuse for the actions or conduct displayed by Crunchyroll, their engineers, or the support staff who represent them.

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

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23576776
  
  I am rejecting this response because:

  Thank you for your continued engagement on this matter. I appreciate the tone and attention given in the direct email I received.
  
  However, I must reiterate that any proposed resolution should be restated here, publicly, through the Better Business Bureau platform. The information provided in the private message does not contain any sensitive or confidential account details, aside from the need for my confirmation to proceed. Labeling the entire exchange as a matter of "account security" feels disingenuous and unnecessarily opaque.
  
  Until Crunchyroll clearly and publicly restates the terms of their offer on this platform for the sake of transparency and accountability, I will withhold confirmation of acceptance. It is important that other consumers are able to see how this issue is being handled and what recourse may be available to them.

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

  Customer Answer

  Date: 07/22/2025

  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 am satisfied with the short-term resolution of a refund and subsequent 90-day Mega Fan credit to my account. I will be following up via email to confirm my acceptance regarding this resolution.

  However, to restate information provided to me by the agent assigned to my case: "while Ive escalated your feedback internally, Im not able to make or promise platform-wide changes. I can, however, ensure youre treated fairly and your experience is properly documented, which it is."

  I greatly appreciate the professionalism in this statement and hope my concerns, as well as those of other subscribers, are treated with seriousness and respect. I hope that a more permanent resolution befitting the subscriber agreement and promoted services can be achieved in the near future, both for myself and all other Crunchyroll customers.

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

  Business Response

  Date: 07/22/2025

  Hi ********,

  Thank you again for your continued feedback.

  To summarize the proposed resolution: weve offered to provide a full refund of your most recent subscription payment (pending your confirmation) and 90 days of complimentary Mega Fan access, available immediately upon cancellation of your current subscription.

  Were happy to proceed as soon as we receive your confirmation.

  Thank you

• 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.

   
  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,
  
  ****** *******

  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.

   

  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.

   
  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: 06/17/2025

  Hello,

  A Customer Experience agent has been assigned to your case.

  Please expect a reply from them soon.

  Thank you for your understanding.

  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.

   
  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: 05/20/2025

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

  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.

   
  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: 05/07/2025

  Hello,

  A Customer Experience agent has been assigned to your case.

  Please expect a reply from them soon.

  Thank you for your understanding.

  
  

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