We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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: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:12/27/2023

    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 placed order ********, back on 8/23/23 for a pre-order item. It stated that it would not ship out until 10/31/23. It is now 12/27/23 and I have yet to receive this order. I have sent 4 inquiries to the crunchyroll team and none of them have been replied to. I started asking them about this order back on 11/23. This is getting out of hand and I was willing to give them extra time due to the holidays but a month of waiting is too long. I just want to know what has happened to my order as it still says processing and the item in question is out of stock

    Business Response

    Date: 01/04/2024

    Hello,

    Our customer service has reached out to explain the item has been delayed. Please reach back out to 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,

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

  • Initial Complaint

    Date:12/25/2023

    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.
    I ordered the Madoka Magica blu-ray set from Crunchyroll's Store and it came damaged, I would like a replacement. My order number is #********, I reached out to them already and they haven't responded to my emails about a replacement. If they do not respond soon I will be contacting my credit card company for a refund.

    Business Response

    Date: 01/04/2024

    Hello,

    An exchange has been offered. Please reach back out to the agent if you need anything else.

  • 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,

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

  • Initial Complaint

    Date:12/22/2023

    Type:Sales and Advertising 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 made a purchase on 12/08/2023 on Crunchyroll's website for two items. There was a banner at the top of their website saying, "Last weekend to place orders that will arrive by 12/23/2023". That *** not be the exact wording but it did claim that orders placed by 12/10/2023 would arrive on 12/23. I received no tracking information about my order until 12/19/2023. The tracking number says it will arrive on 12/26/203. I chose this store for this purchase since it claimed to have my items delivered to me in time for Christmas. It's deceptive to make that claim and not follow through on it. I reached out to customer service several times on 12/17, 12/18, and 12/19 by both email and online chat through their website. The online chat was the only method that produced a response from Crunchyroll and ensured I would hear back from someone. I never got a follow-up email after that correspondence. I contacted them again to request an explanation for the delayed shipping and informed them I'd file a complaint with the BBB over this issue. After this, I did receive a response telling me my order shipped. This email came at 3:00 AM PST and gave me the option to rate the service I received. The survey didn't work because the ticket was closed before I had a chance to reply. I had already received tracking information so this email was redundant and didn't solve the issue of the item potentially arriving late. *** was able to deliver my item ahead of schedule and that resolved part of the issue. However, there is still the issue of no one from customer service being able to assist customers with their orders. Crunchyroll had no influence on my package arriving early. That was just *** doing an amazing job at ensuring my items arrived on time. Crunchyroll still processed my order later than what was expected and almost caused my order to arrive late. They offered no explanation and no one would be reached that would provide any useful information.

    Business Response

    Date: 01/04/2024

    Hello,

    Tracking shows package was delivered as advertised. Please work with the agent if you need anything else.

  • Initial Complaint

    Date:12/19/2023

    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.
    This is the timeline that I have contacted Crunchyroll in the last 2 weeks:12/3 - filed a ticket; received an automated response saying they will reply on a business day 12/5 AM - replied to the automated response since there had been no contact 12/5 PM - filed a new ticket 12/11 - no responses so used web chat to talk to support. Support escalated to US support team and said they would contact me. Got an email stating my ticket is escalated by the offshore support person.12/13 - no response so followed-up on the escalation email 12/15 - no response so filed a new ticket 12/19 - file this BBB complaint Request for return of 3 books and the exchange of 2 due to arrive damaged. Return books value: ***** Exchange books value: *****

    Business Response

    Date: 12/31/2023

    Hello,

    Our customer service has reached out about your replacement and return. 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,

    *****

  • Initial Complaint

    Date:12/19/2023

    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.
    Order has been up since January 2023. I reached out on early December to cancel the order, which they did. *********** said they would credit the payment method, though my payment was through 2 gift cards (a $50 and a $25). Now neither code works on the website. 4 emails about the unusable codes and no response. Reach out via livechat and they ignore the livechat, and respond via e-mail saying they need to escalate to the shop and orders team, which is likely the same team that is ignoring my emails. I am now out of $75 that I just want to use on their own store.

    Business Response

    Date: 12/21/2023

    Hello,

    New code has been sent. Please reach out to the agent if you need anything else.

    Customer Answer

    Date: 12/22/2023

    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:12/18/2023

    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.
    *********** wont fix the issue 404 error not found regarding the anime of the final episode for English dub and its called Im in love with villainess until they fix that issue I will cancel this complaint but Im sticking with it for now until they fix it

    Customer Answer

    Date: 12/19/2023

    Hi, my name is **************** would like to cancel my complaint so the number is 21024791 and its for crunchyroll. They resolved the issue.

Crunchyroll.com is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.