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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

  • 188 total complaints in the last 3 years.
  • 41 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:01/10/2024

    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.

     
    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,

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

    Business Response

    Date: 01/12/2024

    Hello,

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

  • Initial Complaint

    Date:01/10/2024

    Type:Customer Service 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.
    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,

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

    Business Response

    Date: 01/12/2024

    Hello,

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

  • 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.
    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,

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

    Business Response

    Date: 01/10/2024

    Hello,

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

  • 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.
    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,

    ***********************nsumer to your Subscription Platform and Online Store. Also what is the update on the other package waiting to be dropped off? It has remained in Pre-Shipping Label Created for 7 Days now.

    Business Response

    Date: 01/10/2024

    Hello,

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

  • Initial Complaint

    Date:01/05/2024

    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.
    Crunchyroll has been fraudulently billing me for years. I have reported to my bank that I do not have an active account with them, to which my bank has issued me a new credit card multiple times, however this has not stopped Crunchyroll from billing me under my new credit card number.

    Business Response

    Date: 01/10/2024

    Hello,

    This has been refunded. Please work with the agent if you need anything else.

  • 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.
    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,

    *********************em 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.

  • 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.
     
    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,

    ************************, 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.

    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:01/03/2024

    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.
     
    Complaint: 21094554

    I am rejecting this response because:

    I responded to the support ticket which I received on thursday within 15 minutes of receiving it.  I have not heard back from the support since then.  This is unacceptable customer service

    Sincerely,

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

    Business Response

    Date: 01/05/2024

    Hello,

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

    Business Response

    Date: 01/11/2024

    Hello,

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

  • 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 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.

Crunchyroll.com is NOT a BBB Accredited Business.

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