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Business Profile

Internet Services

Crunchyroll.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 246 total complaints in the last 3 years.
  • 52 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/21/2024

    Type:Billing 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.
    Dates of transactions are included in the attached document as well as transactions from the start of my actual membership through Apple. I have had an account through Apple since October 9, 2021. Crunchyroll began charging me **** a month on 9/12/2022 through 1/12/2024. I never signed up for this on Crunchyroll's site and wouldn't be able to as my account shows on Crunchyroll as active through Apple (also in the attached document). This was not someone hacking my account. This is Crunchyroll erroneously billing me for 17 months. I would like a full refund of what *********** has taken from my account.Total charge to my account without authorization: ****** Amount refunded by Crunchyroll: ****** Amount owed to me by ***********: *****

    Business Response

    Date: 01/26/2024

    Hello,

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

  • Initial Complaint

    Date:01/20/2024

    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.
    I received a book that arrived water damaged, dented, and destroyed. I reached out to Crunchyroll the same day, and I did not receive a response for almost a month.After receiving a response, I was told that it would be passed to a higher representative. I have not received any correspondence for almost another month.

    Business Response

    Date: 01/24/2024

    Hello,

    Replacement was offered. Please work with the agent if you need anything else.

  • Initial Complaint

    Date:01/19/2024

    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.
    I purchased a sweatshirt on Dec 18th from Crunchyroll. The sweatshirt did not fit so I sent an email for a return label. I have sent an email a day since Christmas and have filled out all information requested. I still have not heard back from crunchy roll. They send a reply with a message fill your information out above this line and still nothing. It has been a month now and I am tired of getting no response. I have over twenty emails that I sent and there are no phone numbers to call. I even tried direct chat but nothing. I want to return my sweatshirt for a refund that is all I ask.

    Business Response

    Date: 01/24/2024

    Hello,

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

  • Initial Complaint

    Date:01/18/2024

    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 a book from them and upon recieving it I noticed it was pretty damaged. I immediatly contacted support where they said the would redirect my ticket to an e-commerce specialist. I sent my ticket 2 weeks ago and have yet to get a response even after submitting multiple tickets and support saying my ticket is marked as "urgent"

    Business Response

    Date: 01/24/2024

    Hello,

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

    Customer Answer

    Date: 01/24/2024

    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:01/18/2024

    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.
    My issue is trying to get in contact with their customer support (Which is absolutely nonexistence) This is my second time dealing with this issue from this company and trying to get in contact with customer support. 10+ days and no reply on even returning or issuing a refund. I wan this issue dealt with and to let people know how utterly horrible this company is in caring about people who pay for a monthly subscription and get zero customer support in return.

    Business Response

    Date: 01/19/2024

    Hello,

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

     

  • Initial Complaint

    Date:01/18/2024

    Type:Sales and Advertising 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 December 28th, 2022, I had preordered a product from ************* with an original release date of end of October/early November 2023, which I was charged for upon ordering. The end of October 2023 came and the product changed to "out of stock", so I assumed they were getting ready to ship orders out, especially since other stores had released said product at the same time. Usually it takes 2-3 days for them to ship an item, but it was now November 10th, 2023 and I had no received any update on the order, so I contacted customer support to see what was up. December 6th comes along and I've received no reply from customer support, so I tried the live chat this time and was told my issue will be escalated and I'd hear back shortly. No reply to that either.December 17th comes and I try once again to get in contact with customer support and I finally received a reply on the 19th... to my original email from November. The email stating "Your order is still active and the item will be shipped after it gets released on 2023-12-31.". Which is weird, because the original date was the end of October/early November and there was no notification of a delay, and again, it had released everywhere else then while this business had changed to "out of stock". January 9th, **** comes and it's still "out of stock" (I had preordered so this shouldn't have been an issue) and there's been no change in my order, so I contacted customer support once again.As of today, it's January 18th and I've received no further replies from customer service and my order is still the same. I even sent a refund request so I could just buy it somewhere else, even though I'd be paying a bit more for it, but I can't even get that accomplished either. I would much rather receive the product I paid for than a refund.I have been seeing a lot of others commenting on the same experience lately with this business and I am starting to think they might have sold the product without fulfilling preorders.

    Business Response

    Date: 01/19/2024

    Hello,

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

    Customer Answer

    Date: 01/19/2024

    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.

    Business gave an actual reason to why the product wasn't shipped (haven't received shipment yet even months after the original release date), which is sort of understandable, so I'll give them the benefit of the doubt. At the same time, not notifying customers that an order was delayed and then telling them it'll ship on a specific date after taking two months to reply to an email asking about it, followed by it not shipping by that date or even 2+ weeks later only to be told they haven't received it yet, isn't professional. 

    Sincerely,

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

  • Initial Complaint

    Date:01/17/2024

    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.
    My order number is ********. I never received my order despite it being marked delivered. I reached out about this on 12/28/23 and an agent finally got back to me on 01/02/24. I confirmed that the address on file was correct and was told to wait another 5 days in case it turns up. The 5 days pass and there's no sign of my order. I have contacted several times now and they have completely ignored my emails. I contact them through chat and they said they would escalate the problem and get back to me via email, but it has been several more days with no contact from them.

    Business Response

    Date: 01/18/2024

    Hello,

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

    Customer Answer

    Date: 01/19/2024

     
    Complaint: 21156981

    I am rejecting this response because: Nobody has reached out despite the fact that I have emailed countless times now. Each time I chat with an agent they tell me they will escalate the matter and get back to me via email. It has been weeks with no update. This is ridiculous. For reference, I placed this order back in November of last year. It is now almost February. If I don't hear back from the "specialized team" by next Friday (1/26), they can deal with my bank instead. 

    This is warning to anyone else who's thinking about ordering from them. Several other people have reported the same thing on Reddit. The customer service from CrunchyRoll is atrocious. 

    I will gladly change this review and resolve the issue if someone actually does their job over there and revolves my issue in the next week. 

    Sincerely,

    ********

    Business Response

    Date: 01/24/2024

    Hello,

    Refund has been offered. Please work with the agent to resolve this issue.

    Customer Answer

    Date: 01/24/2024

    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:01/17/2024

    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 filed a support request with *********** regarding charges to my bank account from them on a monthly basis for a service that I don't use, and have no way of cancelling. Some background:Crunchyroll is a paid anime streaming platform. In the past, there existed FUNimation, a competitor of Crunchyroll. At some point in time, Crunchyroll acquired FUNimation and both are now under Crunchyroll.Some time ago, I started looking through my bank statement and realized I saw a FUNimation charge as well as a Crunchyroll charge ( on different dates ). I reached out to Crunchyroll support back in July / August 2023 concerning the charges. I unfortunately did not see their reply from August 3rd 2023 until December, to which I replied and provided the requested information. I only got 1 response back informing me they were not able to locate an account with the emails I provided and requested information such as:Full name on card Amounts of charge Card Brand Billing zip code Last 4 digits of card Screenshot of the charge I provided the info requested, the support team informed me on Dec 20th that they will escalate my ticket to a specialist. Since then I have sent numerous follow *** but *********** has failed to reply yet.This is getting ridiculous. At this point, I have no idea how long they have been charging me, the company FUNimation technically no longer operates yet still charging me. I don't know what account they're charging me from so I can't cancel and they're not responding. I'd like a full refund for the charges they have been charging me.Here is the support reference numbers I have:Request #******* Can you please help me?Note: I have moved since, so the address provided on this complaint form will differ to the one I provided on the email thread to Crunchyroll.

    Business Response

    Date: 01/19/2024

    Hello,

    Refund has been issued. Please work with the agent if you need anything else.

  • Initial Complaint

    Date:01/17/2024

    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.
    I ordered an item on 1/13/24 and immediately tried to cancel it the same day. I was told they would get me in touch with someone from the **commerce team but never heard from them. I attempted to do so again on 1/15/24 and was told they made it a "priority" to get the item canceled before they shipped it. They shipped the item today and I still have not heard from anyone and now I am attempting to return the item, but have very little confidence they will actually get back to me. I do not want the item, but it feels like they do not care and have no interest in helping me. The specific order I would like them to stop is order #********. I do not yet have the item as they just processed it for shipping, but will send it back once I have an RMA from them and physically get the package.

    Business Response

    Date: 01/18/2024

    Hello,

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

    Customer Answer

    Date: 01/18/2024

    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:01/17/2024

    Type:Sales and Advertising 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 May 26th, 2023 I placed an order totaling $256.05 (pre-tax). Crunchyroll does not charge until the items are shipped. Between May 26th and November 7th, I paid a total of $271.38 to Crunchyroll. I received an email on 5/31 that listed all of my items yet said 8 of 11 had shipped. No tracking info was provided within that email, despite there being a link to track the package. In future emaila regarding individual items shipping, tracking info eas provided and the items were received. On 7/27/23 I received an email stating one of the items (which had been listed in that initial email) was delayed and they would notify me once it shipped. Crunchyroll states that they do not charge until the items are shipped, however I was charged for the delayed item along with all other items. Over the course of several months, I did receive 7 of my 11 items, however 4 items are missing, totaling at ****** (pre-tax) yet I have paid for them. I reached out to Crunchyroll support via their website several times. The first time I did not receive a response. The second time, I mentioned involving the BBB and was advised they would look into it. On 12/18/2023 a crunchyroll staff member stated they would reship my items within 3-5 business days and I would receive a shipping notification. I never received any notification and the items have not arrived. I have tried reaching out to support two more times on 1/2/24 and 1/13/24 but haven't received any response. If I could have a refund, I could purchase my items elsewhere, since Crunchyroll is clearly incapable of fulfilling my order.

    Business Response

    Date: 01/18/2024

    Hello,

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

    Customer Answer

    Date: 01/22/2024

     
    Complaint: 21156071

    I am rejecting this response because: I have once again been told the items would ship, but haven't received any shipping notifications. One of the items is currently unavailable, so they said they would go ahead and ship the rest but haven't. I also don't know if the unavailable item will ever become available, so I don't get my momey back and just have to wait indefinitely to see if it will ever ship? I'd rather be able to just start looking for the item(s) from other sellers.


    Sincerely,

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

    Business Response

    Date: 01/24/2024

    Hello,

    Tracking numbers have been provided. Please work with the agent to resolve this issue.

    Customer Answer

    Date: 01/27/2024

    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 since after much back and forth I have finally received the items I ordered in May.

    Sincerely,

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

Crunchyroll.com is NOT a BBB Accredited Business.

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