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:01/16/2024

  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.

  I have been trying to get in touch with someone for three months now, and every time I talk to someone they lie to me and say that it will be escalated to someone else, and that I'll get a response in two days. Well I have heard that excuse over ten times now, and I still don't have a resolution. I am trying to get a partial refund on order#********, I have a ticket started under #*******. I have been lied to so many times I am just getting fed up with it.I have also been trying to get a clarification on what item/s are remaining to be shipped on order SO4286891 I would also like a reimbursement on the ammount of time spent trying to get in touch with someone, which can be in the form of a discount or store credit.I would also like a permanent direct contact to someone in their state side customer service so I can contact them with questions when needed.The transition to this new store and the customer service provided has been so laughably poor it is absolutely pathetic. I used to be able to call you up and get an answer within minutes, but now it is being dragged out over months. As someone who has given you tens of thousands of dollars, this is an absolute insult. It is clear that you do not want my business anymore.

  Business Response

  Date: 01/18/2024

  Hello,

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

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21154467
  
  I am rejecting this response because:

  I had requested a direct contact with customer service that does not take three months to respond for future business. If this relationship is to continue, I at the very least need a guarantee that these simple issues can be solved in a timely manner. [And yes this complaint is over simple issues]

  I had also requested minor compensation in the form of either store credit, or if that is not possible, a future discount on one order for all the time I have spent trying to resolve these issues. 

  It is sad your response to someone who has given you five figures in purchases can only get a response of, "refund has been issued" without even a shred of sincerity or even an apology.

  I am sorry if the person reading and responding to this is only a customer service employee and not someone in charge, because this frustration is certainly not directed at you. The management, tools, and support given to your customer service people are laughably lacking compared to how they were before. Please get better. And if this is a customer service employee, thank you for your time, and sincerely best of luck to you.
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/22/2024

  Hello,

  The only form of contact our customer service has is through the ticket system which can be found on your account. Due to the holiday season, our ticket volume has been very high and we're trying to catch up, your tickets will be responded to as soon as we are able. Please work with the agent to resolve all issues.

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21154467
  
  I am rejecting this response because:

  I will wait to hear back via their emails then. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/24/2024

  Hello,

  Please work with the agent if you need anything else.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21154467
  
  I am rejecting this response because:

  You said that already. How long should I wait? It has been three months so far with no response, is it going to be another three months? 

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

• Initial Complaint

  Date:01/16/2024

  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 made a couple pre orders from the crunchyroll store at the end of november.I didn't have much trouble with those first few items but my last item came damaged.Here is what happened in order of events. 1st I was waiting for my item to ship as it came out on the 26th of December. I contacted customer support on the 29th and was ignored. 2nd, I decided to contact customer support on the 4th and finally got a response on the 5th. They told me they'd moved warehouses but failed to notify customers via email, on their social media pages or even an indication on their website as to explain these delays. I received my item finally on the 8th after much waiting, all seemed fine but the film surrounding the item had weird grooves on it, anyhow these grooves damaged my item.I contacted customer support again with pictures of the damage and was told it would be elevated to a return/replacement specialist. A few days passed and I was dropped again, likely due to a very sparxe customer service. I then had to spend all day on the side trying to get ahold od customer service on the side and was finally able to do so after trying over and over to get their attention.They finally referred me but completely jumped over what I'd asked.I asked them what were my options after explaining how they had me going back and forth for over 2 weeks.Instead of doing that they told me they emailed me a return label and were sending a replacement, however they did this while ignoring my question as to if I'd be pursuing a refund upon return, a partial refund or me outright asking for a replacement.I finally got an email but I'm again now stuck with being ignored by customer service. I told them deliberately that I didn't agree to a replacement, but they went over **** don't have a printer to even print the return label, and with the amount of snow I won't waste my time doing so. I have had too much time wasted by them.I want a refund and I want to keep my damaged item.

  Business Response

  Date: 01/18/2024

  Hello,

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

  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:01/15/2024

  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.

  My order number is ********. On 11/24/23, I played an order buy 3 blue ray sets. According to the tracking, it was delivered on 11/30/2023 but I never got it. I have contacted time and time again since then and they have responded. It seems impossible to reach out to their shipping logistics team. I just want my refund for the undelivered items.

  Business Response

  Date: 01/16/2024

  Hello,

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

• Initial Complaint

  Date:01/13/2024

  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.

  I placed a figure pre-order through Crunchyroll (CR) Feb 2nd, 2022, and I have had nothing but issues with it. It was Order #******.When placed, the estimated shipping date (***) was March 2023. Before March came around, I got an email saying the order would be delayed due to covid/carrier delays. The email didnt even say the new ***, just gave a link to a list of delayed pre-orders that I had to search through to find the new date, which was Nov. At the time, I understood and was okay with a longer wait. So, I waited. It was around Oct that I saw that the pre-orders for the figure had reopened, with the same ship date, and selling for less than what I paid. Nov came and went, and on the 30th I contacted customer service and asked about the ship date. The list said Dec and it was still up for pre-order, $70 less with the same Dec estimate on the product page. Because of this, I also asked about a price adjustment as I felt it was unfair that anyone purchasing the figure on CR, according to their website, would have the same *** despite ordering it over a year later than me and for a lesser price. I got an auto email stating I would be contacted. After this, I received nothing. Despite my concerns, I decided to wait to see if Id be contacted. Dec passed by and I received nothing. I contacted CR again on Jan 3rd, ****. I expressed my frustrations and asked for an honest answer on when and if Id get my figure. I wasnt contacted. For such a successful company, there shouldnt be this many issues answering and fulfilling orders for customers. I have bought many figures from other online retailers, and I had zero issues shipping from them. CR has been purposefully vague in regard to the *** and Im quite upset that I spent $344 on a figure I really wanted and have no faith *** receive. CR is either lying to customers or is so negligent in handling its supply chain that it makes promises it cant keep. Either way, I am upset at the entire experience.

  Business Response

  Date: 01/16/2024

  Hello,

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

• Initial Complaint

  Date:01/11/2024

  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.

  Never got my stuff, found out it was delivered to the wrong address. my address is listed correctly on their website but not on the confirmation message i got a week after it was already tracked as delivered. support will not help and sends the same response every time.

  Business Response

  Date: 01/17/2024

  Hello,

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

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21128383
  
  I am rejecting this response because: I have not received any ************* out from your support
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/18/2024

  Hello,

  We shipped the order to the address provided and tracking shows it was delivered. The customer will need to reorder using the correct address.

• Initial Complaint

  Date:01/11/2024

  Type:Delivery 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.

  Placed a mistaken order (order# ********) for 3 items on 12/7/23; however, there was no option to cancel after immediately placing the order instead it was already processing. Contacted customer service the same day to cancel the order on 12/7, and they replied on 12/8/23 that they were unable to cancel the order but they will provide a RMA label once all 3 items are received and they can all be shipped back for a full refund. I reached out to e-commerce support on 12/21 once all my items were delivered; however, there were no response. It wasn't until after several more attempts did they reached out to me on 12/27 that they will escalate to tier-2 support to provide a RMA label. After a few days of no response with a RMA label, I have again reached out several more times on 12/29, 1/3, and 1/7 on their e-commerce support site; however, have had no response so far. I have also reached out to chat for a resolution, and they stated they escalated the issue to tier-2 last week but have had no response from that as well. My credit card statement is due in a couple days, I may have to dispute with credit card company as there have been no solutions for a RMA label/refund for several weeks.

  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: 01/18/2024

  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:01/11/2024

  Type:Delivery 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.

  On September 18th, 2022, I placed a pre-order for a product from Crunchyroll.com for the total of $140.34 after taxes and discounts. The product in question was "Goblin Slayer - Sword Maiden 1/7 Complete Figure" and was originally slated to be released state-side November 30th, 2023. In March 2023, Crunchyroll performed upgrades to their web storefront that adversely impacted the account histories of pre-existing customers: any order placed prior to the update have become unavailable for review from the user profile as a result. Shortly thereafter, customers started reporting on social media platforms such as ***************** that preorders placed prior to the update were being unfulfilled for weeks to months. Some of these customers were told that they need to cancel their original order and place a new one in order to receive the product in question, with the promise of a refund in case their original price was lower than the price upon release.I emailed Customer Support twice in 2023, once in early July and again in early October, about concerns over my order suffering the same fate. Both times, a **************** Rep assured me that my order was still open and would be filled once the product arrived at their warehouse and that they were still expecting to fulfill orders on the domestic release date.As of now there has been no word on the status of my order, and the company's website indicates that the product as "sold out". Other vendors have the figure available for order (both domestic & international), so I am unsure if either the company has still not gotten their supply or just received an insufficient quantity of units & prioritized filling "more profitable" orders. Should it be the latter, then it is unsettling given that I have bank records proving that my order was paid in full when I placed the order almost a year and a half ago.

  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

  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:01/11/2024

  Type:Delivery 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 haven't been reimbursed yet the $32.20 I paid Crunchyroll store for a pre-order item. The order is No. #******* (placed on 12/7/22). I returned the item **** tracking number 1Z2R03F49092642976), and Crunchyroll received the item on 12/6/23. I would like to be reimbursed through Paypal, which is how I paid for the order.

  Business Response

  Date: 01/16/2024

  Hello,

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

  Customer Answer

  Date: 01/16/2024

  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:01/11/2024

  Type:Sales and Advertising 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 made a purchase on the Crunchyroll store 12/13/2023 with an order number of ********. On 12/22/2023 I messaged customer service that my order was still processing and I had had packages shipped and delivered that were made after. I got a response 12/24/2023 from ********* saying he could confirm my order was in the process of being shipped out and to wait a few more days. On 1/2/2024 I replied back asking if there was an update because my order was still processing. On 1/4/2024 ********* responded back saying that my payment did not process correctly and to update my payment for that order. I told him I saw nowhere to do that for the specific order in a reply the same day. I had also told him that **** worked for all my other purchases made before and after. The only difference was I used a $60 discount code that came with a purchase of a code geass collectors edition and I no longer had the code. 1/5/2024 ********* said I had to reorder the items in my order and they would take the $60 out after I made the order. I responded back the same day saying even if I went with that option, the blu ********* ordered I had in the order had become out of stock during the process of dealing with *********** support and the manga bundle in the same order went from $28 to $40 since the sale that was going on during the time of the order had ended. I am appalled at Alejandros solution being to reorder items at higher prices and that my order went out of stock because I waited since he could confirm it was in the process of shipping. I dont see why they couldnt issue me the $60 discount back on top of compensation for the higher prices and inconvenience of the blu ray being out of stock now. There is no reason this whole process should have taken this long. I still have not received a response and I have no way other way of getting into contact with anyone else

  Business Response

  Date: 01/16/2024

  Hello,

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

  Customer Answer

  Date: 01/16/2024

  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.
  
  

• Initial Complaint

  Date:01/11/2024

  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.

  The only thing I want from crunchyroll is that I really want them to English dub one villainess anime called villainess lvl99 Im a hidden boss but Im not a demon lord. If they do that then Im very satisfied so satisfy that I will watch Japanese again. This is the only anime I really want them to English dub. If they finally announce it then Tuesdays will not be too boring and Ill take back everything bad that I said about them. Villainess lvl 99 has very good reviews too. Also if they announce English dub for that anime I will gladly cancel my complaint too.

  Business Response

  Date: 01/22/2024

  Hello,

  Unfortunately, English dubs cannot be guaranteed. Our customer service has reached out recently and provided this information. Please work with the agent to resolve this issue.

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21121910
  
  I am rejecting this response because:
  I see the dub air date underneath that anime and I still really want them English dub despite it not guaranteed. Ive be more satisfied if they do announce it if not Im unsatisfied and cannot make any promises I made to crunchyroll. So please Im begging them to finally announce the English dub and Im tired of things like crunchyroll making unhappy all because of my bad luck.

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