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: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

   

• Initial Complaint

  Date:05/02/2025

  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.

  There was a fraudulent change to my **** and there is no contact number to speak with a human. I want information. I tried their bot and it did not help.

  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: 05/12/2025

  I did not receive a call from ***************. to get information on the fraudulent charge. 
  
  Thank you,
  
  *****
   
  Katies Cat Sitting
  ************
  ***************************************************

  Business Response

  Date: 05/13/2025

  Hello, 
  

  I'm afraid we cannot provide phone support and the requester insists on phone assistance. In such instance, our best advise is to settle this through the bank directly. 

  Best regards. 

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23279375
  
  I am rejecting this response because:

  I would like to speak with a human via a phone call to find out information about this fraudulent charge and to resolve this situation.  I do not accept that there is no human, manager, or owner in the entire company who does not have access to a phone to call me to address a fraudulent $119.99 charge to my credit card.  I do not want to deal with a bot or AI.  This company charged my credit card some how.  I do not trust any company that does not have a human to respond especially is situations like this.   A crime was committed, this is a customer service, and a PR issue.  Please ask a manager or the owner to call me, please.

  
  Sincerely,
  
  

  
  

  Business Response

  Date: 05/14/2025

  Hello, 

  The requester is always being contacted by a real person and our representative never asks for full card information that could be used against the requester. However, we need cooperation and billing information in order to locate the exact charges. Unfortunately, our company policy does not imply assistance via phone calls. If the requester is not satisfied with this option and procedure, we kindly ask to resolve the matter of the unauthorised charge through the help of their bank. 
  

  Thank you! 
  Best regards, 

• Initial Complaint

  Date:04/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/08/2025

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

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23174510
  
  I am rejecting this response because the company has done nothing to resolve the issue or amend their advertising, and instead offered a free trial of their subscription, to which I was already subscribed and which is still impacted by the complaint and their inclusion of ads in an ad-free subscription model.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 04/08/2025

  Hi *******,

  Were truly sorry this experience hasnt aligned with what you expected.

  Right now, there isnt a way to disable the previews, but your feedback has been passed along to our technical team for review as part of our ongoing improvements.

  If theres anything else youd like to discuss, please dont hesitate to reach back out to us via email.

  Thank you

• Initial Complaint

  Date:03/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I currently subscribe to the premium service for crunchyroll. On the page detailing perks, along with the main advertisement for it, it states that it is "ad-free". Within the last two days, I have received 26 ads while trying to watch anything through their app on my phone. I have logged out, and back in. I have updated the app. I have restarted the phone. I have tried with wifi, and with only data on too. Same. I have contacted support, and got a cookie cutter response, then silence.If desired, I have taken screen captures of the website saying ad-free, my account showing it is active and fully paid, my account showing ad-free. I also have a screen capture of an app that tracks how many ads a program pulls, along with how many requests made by the offending app. Currently it is at 26 ads, and *************** the last 24 ********** support asked for a large list of information, which I supplied to the *** that contacted me. I have yet to hear a response. I have checked the app today, and it still performs the same action. There is no issue with payment, since the billing page documents a fully paid account, along with "successful" shown on the payment history.Problem: The app shows a black screen sometimes as it tries to pull an ad. It will not play the video until the ad works. When it shows the ad, I can skip it, and the video plays normal. After 2 or 3 episodes, It will start the whole process again.Issue: I pay for an ad-free experience. I want an ad-free experience, without suggested content, sponsors, etc. stopping me from my viewing experience. What I get is a subscription that claims it is ad-free, and yet I still get ads. The main source of ads are through *********** sponsored ads.

  Business Response

  Date: 03/27/2025

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

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23121751
  
  I am rejecting this response because:

  I have received a response where the *** states that "this is our new feature - pre-roll ads". Shortly after it says "don't worry, they are not ads or commercials". You specifically said it was an ad. Pre-roll ad, then try to lie later. The service clearly states ad-free streaming. I feel that response showed either false advertising, or fraud, by how it reads.

   

  I have responded to Andreea who sent that email that I do not accept this response, and I want the issue elevated to a supervisor. The response was an exact duplicate of the previous response sent again. I am being ignored by your tech team.

   

  Included is a screenshot of the email that clearly states that it is a "pre-roll" ad.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/28/2025

  Hi *******,

  We completely understand why this experience didnt match your expectations. 

  While we dont have an immediate way to disable these previews right now, weve made sure your feedback is heard. Ive passed this along to the tech team so they can take it into account as we continue improving the platform. 

  If theres anything else I can do to help or clarify, feel free to reach back via email.

  Thank you!

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23121751
  
  I am rejecting this response because:

  I am currently paying for a premium subscription that removes ads, and you took that away from me while keeping my money. The only purpose of the membership that you advertise is for ad-free steaming and a 5% discount. It is an unacceptable answer. I have removed my credit card from file, and I revoke my permission for this company to charge my card again. Once my term is up, if the issue is not resolved, you will have lost a long term customer.

  The only acceptable actions available are to either give me what was advertised, or remove the ad-free streaming false advertising and lose a customer. I will reject any other answer.

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

  Business Response

  Date: 04/01/2025

  Hi *******,

  As we stated before, there is no immediate way to disable the previews. We apologize for the inconvenience and we made sure that we passed this to our tech team.

  Thank you! 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23121751
  
  I am rejecting this response because:

  As I said before, I will reject all statements other than what I mentioned previously. I am currently talking with the tech team, and others about this matter. Depending on that outcome, I could see it resolved soon.

  What you are trying to state is there is nothing crunchyroll can do about 'their' company. *********** has no way of managing their systems in any way? That makes no sense at all. You don't care about your customers, you are only trying to test the waters with what you can get away.

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