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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

  • 265 total complaints in the last 3 years.
  • 72 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:02/26/2024

    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 ordered a figure on January 6th, 2024 and they never shipped it out. I was in a constant battle with their customer service for weeks before receiving an email saying on February 14th that I was going to be issued a refund. Today, February 26th, I receive an email from customer service that I was being charged again and my order was never cancelled. And that the item was shipped, however I can't find a tracking number anywhere. Every time I contact customer service its the same old story that they can't help me and that they need to escalate the ticket. Once the ticket is escalated, I never hear back from anybody. I contacted them again today and now I'm filing a complaint. I have attached photos of the order, the email that said I was given a refund, and the email from today telling me that I was being charged and the order has shipped.

    Business Response

    Date: 02/28/2024

    Hello,

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

    Customer Answer

    Date: 02/28/2024

     
    Complaint: 21349311

    I am rejecting this response because:

    Customer service reached out to me on the 23rd. I responded on the 26th and have not heard back from them regarding this issue.


    Sincerely,

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

    Business Response

    Date: 03/01/2024

    Hello,

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

    Customer Answer

    Date: 03/01/2024

     
    Complaint: 21349311

    I am rejecting this response because:

    Your customer service has reached out, but they only did so after I filed this complaint against your company. I would like to keep this complaint up until the issue is solved. I still dont have a tracking number although I was told the item was shipped and we have not reached a resolution yet. I have very little information.


    Sincerely,

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

    Business Response

    Date: 03/07/2024

    Hello,

    Order was requested to be cancelled and it has been refunded. Please work with the agent to resolve this issue.

  • Initial Complaint

    Date:02/24/2024

    Type:Customer Service 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.
    Ellation owns and operates Crunchyroll, a subscription based streaming service. Crunchyrolls membership pricing tiers are not made public on their website, cancellations and adjustments have to be done through customer service inquiries, and they do not maintain a working phone line, at least not for US customers. The most efficient cost of the lowest membership tier ($79.99/year) with the least benefits is higher than the mid level tier ($15.99/quarter). The fact that they hide this and I could only find out after creating a customer support ticket seems an intentional method of deceiving consumers into paying more for less. With Ellations acquisition of so many other anime streaming services, theyre starting to look like a monopoly; no wonder people are pirating anime so much these days. I want Crunchyroll to advertise their pricing structure on their website.

    Business Response

    Date: 02/29/2024

    Hello,

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

  • Initial Complaint

    Date:02/20/2024

    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.
    Crunchyroll wiped all order information off of there website late last year and I have discontinued purchasing items from their store for this very reason. I have started being charged for orders I made last year but I am getting no notification of what items I have pre-ordered or what items have shipped after I am charged for them. I would like a list of my preorder items and an explanation of my newest charge with an estimated date of arrival. Attached is the charge and the date it was charged.

    Business Response

    Date: 02/22/2024

    Hello,

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

  • Initial Complaint

    Date:02/17/2024

    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.
    Date of transaction was 2/14/2024 Amount of $9.99 for premium account on their site.I paid through my iPhone using PayPal. The payment was processed immediately and showed up as a subscription through my iPhone.After a half hour of it not updating on their site or app I searched their FAQ and then attempted to use the automated system to confirm my subscription. It transferred me to a real person and I provided all the information asked by FAQ and the screenshot requested by the agent and they said I would receive a email about the issue. The next day I checked my email and seen only the confirmation of a ticket being made. I replied to the email trying to get more information around 4pm. Then I attempted to use the automated system again. It transferred me to a real person again and again I provided all the information and screenshots requested from me, I asked for a normal time frame for a resolution. They said no more than 24 hours. I thanked them and waited. The next day no response and no premium account. I uninstalled the app reinstalled, relogged in, then tried contacting them again. The automated system wouldnt allow me to talk to someone and the email asked for the same information I provided every time before to every person Ive talked to.I replied to the email today and just canceled my subscription and tried to get a refund started. Again the automated system locks me out of being able to talk to someone after waiting 16 minutes in the chat for the next available person when I am using my phone to use the chat. I have other issues to deal with today and cant watch my phone screen for text based responses that I cant look away from until it arrives with 0 information of how long it will take or any way of notification that I am getting a response other than staring at my phone for over 17 minutes apparently.

    Business Response

    Date: 02/21/2024

    Hello,

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

    Customer Answer

    Date: 02/24/2024

     
    Complaint: 21307395

    I am rejecting this response because:
    The people I have been working with dont actually read what Ive said or looked at the pictures I provided at their request. If you wish to resolve something the first step is to understand the problem. I have already received a refund though so I will accept your next response but that definitely needed to be said after I had to deal with so many of your employees and none of them would read the whole message or even look at past messages. The refund was processed by apple not crunchyroll so they dont even seem to deserve credit for resolving the payment issue much less the account issues with their site and services 
    Sincerely,

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

    Business Response

    Date: 02/27/2024

    Hello,

    Looks like the refund has been issued. If you have any other questions, please reach out to the agent who contacted you.

    Customer Answer

    Date: 03/01/2024

    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:02/16/2024

    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.
    I have been trying to get a response from this company for a week regarding an issue with getting into my account (the password reset link is not being sent to my email) and I have either gotten silence or "we'll escalate this to a specialist" and no response in days. They already charged my account for this month. ALL I want is to be able to get access to My account again BEFORE they charge me next month and they're not giving me any real resolution or feedback.

    Business Response

    Date: 02/21/2024

    Hello,

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

    Customer Answer

    Date: 02/21/2024

    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:02/14/2024

    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 have been trying to cancel my subscription to the app for over a month and it sends you in a circle without letting me cancel still don't know how

    Business Response

    Date: 02/15/2024

    Hello,

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

  • Initial Complaint

    Date:02/14/2024

    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.
    Order # *******. Feb. 10, 2023 I make an order on their e-commerce website. It's a preorder and I understand that it'll be a while until the item is ready to ship. November 2023 I notice the item is in stock on the website and I think that it's just now getting shipped out. I wait through December because of the busy holiday seasons. Nothing. Jan 26, **** I email their customer service to see what's going on. No reply. Jan 31, **** I message them again, they say "we have not received shipment yet." I reply with it's on your store front in stock right now. No response after. February 9th, I message them again on their customer service chat line and they say "Thank you for being so patient and cooperative with me. I have already shared the order number and ticket details, so my supervisor will be highlighting your ticket to the Crunchyroll Store support to handle on a priority basis. You should be getting a response very soon from E-commerce support." I heard absolutely nothing. It's one figure, and it's in stock on their website. They haven't sent tracking or anything. I'm not mad, but I'm wanting some sort of actual help, please. The order was on their legacy website, and I figured they'd have trouble, but not this bad. Figure is "Digimon Adventure - ***** Lookup Figure x1 @ $25.64 (tax not included) with free shipping.

    Business Response

    Date: 02/15/2024

    Hello,

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

    Customer Answer

    Date: 02/19/2024

     
    Complaint: 21293051

    I am rejecting this response because: I have not received an email with tracking yet. I am also not confident that I will since the purchase was made on the legacy e-commerce system and I have never received a shipping notification with older orders. 

    Sincerely,

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

    Business Response

    Date: 02/22/2024

    Hello,

    Tracking information has been provided. Please work with the agent if you need anything else.

    Customer Answer

    Date: 02/22/2024

    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. Thank you to everyone at the BBB for your help, and thank you to the support team at Crunchyroll for resolving this issue with the legacy system for the e-commerce store. I really appreciate your time and effort. Have a wonderful day!

    Sincerely,

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

  • Initial Complaint

    Date:02/10/2024

    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.
    I purchased a blue-ray movie set of 2 movies: Parasyte 1 and Parasyte 2, with digital copies of both movies on December 3rd from Amazon. The included digital copy of the movie is from the Funimation website. Funimation merged with Crunchroll in 2021. I was able tp buy this movie set and get the digital copies in my Funimation account. Yet they still continue to allow the sale of these digital products, even now. They have now annouced that they are closing Funimation down and moving all content to Crunchyroll, except digital copies, which they claim they do not support. No accommodation, refund, credit value is offered in place of these movies. I have owned then 3 months!

    Business Response

    Date: 02/15/2024

    Hello,

    Please reach out to the Funimation customer service to get this resolved.

  • Initial Complaint

    Date:02/08/2024

    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 pre-ordered an item from the Crunchyroll website with my partner's account (***************************) on June 23, 2023 and I'm unsure of when the item was supposed to be shipped because Crunchyroll updated their website, erasing any order history on my account. I only have the confirmation email I received when I first ordered the item and there's no information about when it will be shipped. On January 4, **** I was charged $60.41 but I did not receive any emails or notifications about the order. There is a way to track an order on the website, so I entered my order number using the first confirmation email I received and it only says that the order is being processed and doesn't provide any other shipping information. The order is also addressed to "Fan" and not my actual name, though the street address is correct. I emailed them January 5 asking about when my item will be shipped since I am moving at the end of February, and I need to know if it has been shipped or not, or if I can update the shipping info. I didn't get any response, so I emailed them again January 18 with the same questions. Someone from the customer service team emailed me back, saying they would escalate the ticket to a "tier two e-commerce support specialist" and "you should hear from us shortly". It is now February 8 and I have received no information about the order and I would like to get in touch with someone that will give me the information I need before I move by the end of February.

    Business Response

    Date: 02/14/2024

    Hello,

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

  • Initial Complaint

    Date:02/02/2024

    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 received an unknown charge with no orders on my account matching this charge, nor have I received any kind of confirmation email. The customer support has failed to help me and forwards me to a department that has not responded. I filed a dispute with my bank today regarding the charge and would like help in ensuring I get my refund for the unknown charge. The charge was on 1/31/24.

    Business Response

    Date: 02/07/2024

    Hello,

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

    Customer Answer

    Date: 02/07/2024

    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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