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Business Profile

Internet Services

Crunchyroll.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Important information

Complaints

Customer Complaints Summary

  • 250 total complaints in the last 3 years.
  • 59 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    So I ordered 3 times from Crunchyroll, and every time it's always a hassle to get a hold of anyone. This is my first time ever going this far regarding a company. They have told me recently more than 3 times, I was going to get an email from the store side regarding my orders going nowhere. Everytime I spoke with the chat on the store site, they claim they cannot do anything. They will not provide phone numbers or supervisors to further assist the customer. Now that I finally got the 1st of 3 orders way after Christmas when I should have gotten them beforehand. And I bought 2 additional models from sailor moon for my wife's birthday. I spent well over 150 dollars on these models and it's like I'm never going to get it.

    Business Response

    Date: 01/12/2024

    Hello,

    Our customer service has reached out. Please work with the agent if you need anything else.

    Customer Answer

    Date: 01/12/2024

     
    Complaint: 21117732

    I am rejecting this response because:

    Your company as a whole has driven a wedge in my relationship because you could not keep up on your end, I had to reach out to faster sources and spend more money because of your negligence. No communication whatsoever. No way for anyone to talk to an actual human on the phone. For the time and data I had to use and extra hoops I had to go through I expect a full refund of every sailor moon figures I purchased. Once that is satisfied I will close this case. 

    Sincerely,

    *****************************

  • Initial Complaint

    Date:01/07/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 Nov 24, 2023 I made a purchase for $59.81 for a Miss ********** Dragon Maid figure at Crunchyroll.com, but the website said the purchase did not go through. I never received a confirmation email about the purchase either. I asked my son who has a Crunchyroll account to try and purchase the figure for me. It went through. On Dec 16, 2023 my son and I both received a package from Crunchyroll. It was a duplicate order. I immediately emailed the company to return one of them, but received an automated response saying they would get back to me soon. They never got back to me. I emailed again On Dec 28, 2023 and was told my claim would be sent to a Tier 2 ecommerce support person. To date, I still have not heard back from the company. I do not need two of these figures and want to return one for a refund.

    Business Response

    Date: 01/10/2024

    Hello,

    Our customer service has reached out. Please work with the agent if you need anything else.

    Customer Answer

    Date: 01/15/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. The company is offering a refund, and I have returned the item, but I have concerns that they may not give me a refund in a timely manner.

    Sincerely,

    *************************

  • Initial Complaint

    Date:01/05/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 of 2023, I pre-ordered a product from Crunchyroll's online store with an expected shipping date of late October, 2023. After October 2023 passed, I waited two weeks before sending an email to Crunchyroll support asking them the whereabouts of my package, to which they have not responded nor resolved my problem. Three weeks after the first email was sent, I sent a second email, to which I also got no response nor resolution. On January 2nd, I sent a third email, to which I also got no response nor resolution. On January 3rd, I used Crunchyroll support's Live Chat feature to speak to a real person about my problem, who stated that my problem would be solved soon and was given "high priority", but I have not received any response from Crunchyroll as of yet.In the original order, I purchased one in-stock item and one pre-order item. The in-stock item was the "Attack on ********************* and the pre-order item was the "Chainsaw Man - Denji PM Perching Figure". The in-stock item was delivered quickly on January 12th, but the pre-order product has not been delivered yet, nor have I gotten a response to any communication I have tried sending to Crunchyroll. I have attached a screenshot of my order confirmation to this complaint.Furthermore, when I try to look up my order using Crunchyroll Store's Check Order feature, I get an error message which states "Sorry this order number, email or postal code does not match our records. Check your records and try again..". I have attached photos showcasing this problem as well.

    Business Response

    Date: 01/10/2024

    Hello,

    Our customer service has reached out. Please work with the agent if you need anything else.

    Customer Answer

    Date: 01/10/2024

    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:01/05/2024

    Type:Product Issues
    Status:
    Answered
    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 paying a monthly subscription for their ******************** of $14.99 for the entire year of 2023. One of the perks of paying for this service is a coupon code for $25 off $100+ purchase in the Crunchyroll Store every 3 months. I asked chat support for help on November 15th, 2023 because I have not received any codes for the entire year of 2023. On December 4th, 2023, I finally heard back from a representative, ************** from Crunchyroll. She gave me three codes to make up for the entire year, but the codes are not working as intended. Instead of getting a discount, I am paying more for the item I want to purchase. The codes remove my membership discount(15% off) and apply their effect, but this makes the item even more expensive and has never happened before. In 2022, I was able to buy from their store using both my membership discount and a $25 off coupon code.As of writing this complaint, I have yet to receive my last quarterly perk of $25 off for 2023. It is now ****, and I have no help or any form of reliable contact from Crunchyroll to resolve this issue. I want *********** to deliver on their promised services and give me store credit equivalent to the entire year of 2023 for the services that they failed to deliver.

    Business Response

    Date: 01/10/2024

    Hello,

    This is being looked into. Our customer service will reach out once a solution is found.

    Customer Answer

    Date: 01/11/2024

     
    Complaint: 21102825

    I am rejecting this response because this problem has persisted beyond November 2023. I am still paying for the ultimate fan service and until this problem is resolved, I will not accept any half measures Crunchyroll provides.

    Sincerely,

    *********************

    Business Response

    Date: 01/16/2024

    Hello,

    Our customer service has reached out. Please work with the agent if you need anything else.

    Customer Answer

    Date: 01/16/2024

     
    Complaint: 21102825

    I am rejecting this response because: the agent claimed to have fixed the problem, but they did not. I have pictures attached to prove nothing was resolved.

    Sincerely,

    *********************

  • Initial Complaint

    Date:12/31/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 some novels from Crunchyroll store on 12/28/2023, but for some reason never received an order number or order confirmation email like the last order I did with them. I thought this was strange. Then some time later the items I ordered were now out of stock on their website. I tried emailing them to inquire about never getting an order number, or what was going on with my order in the first place but my ticket got escalated to e-commerce and I haven't heard anything since then. I've been trying to get in contact with Crunchyroll support about cancelling the order and getting a refund because there is a charge on my bank account and I don't think I'll see my order go through.. But, Crunchyroll customer service is non-existent and there isn't even a phone number to call, only email for support.. So, I went on my bank account and did a claim for the charge, as this is all that I can do in the meantime..

    Customer Answer

    Date: 01/02/2024

    I put in a complaint about Crunchyroll on 12/29/23. Crunchyroll refunded me for the items, so I no longer need assistance on this issue. I wasn't sure how to cancel the complaint or what to do.

  • Initial Complaint

    Date:12/29/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 placed an order on 12/01. The website had it advertised that if order is done before 12/13 that it would be delivered before Christmas. One of my items has shipped out but no update on the other order. I have requested to cancel the order but they are refusing to do so since the item is in stock and has been in stock the whole time. Here we are 4 days after Christmas and still no update on my package. All That was offered to me was when it does get delivered I can ship it back for a return, but with it not being shipped out, no product in hand. I would just love a refund.

    Business Response

    Date: 01/04/2024

    Hello,

    Refund has been issued. Please reach out to the agent if you need anything else.

  • Initial Complaint

    Date:12/28/2023

    Type:Delivery Issues
    Status:
    Answered
    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 an unfulfilled order placed using the Crunchyroll website (Order no. #*******). This was a pre-order for 2 figurines, made before the merge with Rightstuf, January 25, 2023. The order was supposed start delivering in September 2023, and its already December. Also, when trying to find my purchase in the websites order history on either Crunchyroll or Rightstuf, the order appears to not exist. I recently checked the store page to check on the items' availability, and the two figurines I initially preordered are currently "in-stock", so there should be no reason for this long of a delay. I reached out, through email, two and a half weeks ago to request a refund, and I have yet to get a reply back from them. I also tried using the live chat option, they said they escalated my claim, however I've yet to be contacted by their e-commerce team.

    Business Response

    Date: 01/04/2024

    Hello,

    Our customer service has reached out. Please work with the agent if you need anything else.

  • Initial Complaint

    Date:12/28/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    My complaint is with Crunchyroll for some Anime I purchased that I got damaged.Date of transaction was 12/01/2023 and I had ordered some Anime and one of them I received with a damaged case. That happens sometimes, so I reached out to them suggesting either a discount or a replacement case (Amazon always gives me a discount for the damage and RightstufAnime sends a replacement case) and subject to the discs being ok. The discs turned out to be fine and I send in the ticket on the day I got the items which was the 9th of December. I waited a few days no reply and I then reached out to their online chat who said they couldn't help and would escalate the issue. Which means to me they will do nothing if their sister company Funimation is anything since I have issue going backs years that they have not resolved or gotten back to me on, its just we don't care attitude. Well back to my issue I waited a week reached out via their webpage Messager again and its been almost 3 weeks now and nothing and with items like dvd's you have a short time limit to things resolved. I was hoping that *********** would do the right thing and replace the broken blueray case. As a new customer I will not use them again and don't trust them now either. Its not the value so much its more the just being ignored and being made to feel like you have been give the finger that makes me angry.

    Business Response

    Date: 01/04/2024

    Hello,

    Our customer service has reached out. Please work with the agent if you need anything else.

    Customer Answer

    Date: 01/09/2024

    Got an email today from Crunchyroll they are going to issue a full refund. I was just expecting a small one to cover a case like a couple of bucks, not a complete refund. I did tell them I would be keeping the discs as they work in my one before last email when I let them know what I wanted to do so kind of surprised by it unless they think i'm going to return it which i'm not since the discs work great. Anyway once again thank you guys, you really are a blessing to have.
    Regards
    Nigel 

  • Initial Complaint

    Date:12/27/2023

    Type:Product Issues
    Status:
    Resolved
    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 this product on 11/24/2023. So, it could be a x-mas gift for my significant other. I waited the recommended 10 business days for it to ship. I emailed CrunchyRoll on 12/13/2023. They told me to wait an extra 2 to 3 business days for it to ship(last email I attached to case). Nothing shipped. I finally emailed CrunchyRoll on 12/26/2023 asking where my product was. The first email is the first email I attached to this case. Then I got follow up email. Explaining that the product was no longer in stock and it was a "inventory issue". However, they still have the product listed on their website and you can still purchase it. I just want my product and some sort of compensation regarding this whole ordeal. I wouldn't have been too mad. However, they did not notify me that the product was out of stock. I had to notify them that I didn't receive it. Then they decided to take action.

    Business Response

    Date: 01/04/2024

    Hello,

    Our customer service has reached out. Please work with the agent if you need anything else.

    Customer Answer

    Date: 01/04/2024

     
    Complaint: 21062000

    I am rejecting this response because: I have yet to receive a response from my previous email. Please respond via the email I sent 7 days ago.

    Sincerely,

    *******************

    Business Response

    Date: 01/11/2024

    Hello,

    Our customer service has reached out. Please work with the agent to resolve the issue.

    Customer Answer

    Date: 01/11/2024

    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:12/22/2023

    Type:Product Issues
    Status:
    Resolved
    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 9 items from Crunchyroll including two figures and seven novels on November 25th, 2023. The Order number is ********. The items were shipped in a timely manner and were received on December 4th, 2023. The box the items were shipped in was received in perfect condition as well as one of the figures and the novels were in perfect condition. However, one of the figures had a broken arm inside the original packaging. This makes me believe that the figure was shipped from Crunchyroll broken. The broken figure was ************************ 2 Figure (SKU: *************) and was on sale for $288.14. I submitted a ticket to Crunchyroll on the 4th but did not hear from them. On the 13th of December, I reached out again, using the chat box on the Crunchyroll store. It ended with *********************** saying they would escalate this to a Crunchyroll specialist via E-mail Support. This email support just put me back into the same waiting list as the help ticket. After not hearing anything from Crunchyroll, I started looking into other ways to reach out to customer service. I found that submitting a request to the Better Business Bureau is one such way, hence this request. Originally, I sent *********** a request to receive a return label to exchange the figure for an undamaged one, but after going through this I would rather receive a refund for the broken figure instead.

    Business Response

    Date: 01/04/2024

    Hello,

    Our customer service has reached out. Please work with the agent if you need anything else.

    Customer Answer

    Date: 01/04/2024

    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,

    ******************

Crunchyroll.com is NOT a BBB Accredited Business.

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