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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

  • 183 total complaints in the last 3 years.
  • 44 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.

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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.
    So I ordered 3 times from Crunchyroll, and every time it's always a hassle to get a hold of anyone. This is my first time ever going this far regarding a company. They have told me recently more than 3 times, I was going to get an email from the store side regarding my orders going nowhere. Everytime I spoke with the chat on the store site, they claim they cannot do anything. They will not provide phone numbers or supervisors to further assist the customer. Now that I finally got the 1st of 3 orders way after Christmas when I should have gotten them beforehand. And I bought 2 additional models from sailor moon for my wife's birthday. I spent well over 150 dollars on these models and it's like I'm never going to get it.

    Business Response

    Date: 01/12/2024

    Hello,

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

    Customer Answer

    Date: 01/12/2024

     
    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,

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

  • 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.
    I preorded a figure from their store back in Decumber 2023 which was supposed to be released on December 2023. Meanwhile, there was a migration of their store and after that, my preorder disappeared from my account.I try to contact them since 4 months or so and I didn't get a single reply. I also contacted them through their chat support and they keep telling me that they will escalate the issue... and still, didn't get a single reply.When I look at the figure on the store, I see that its released as supposed, but out of stock. I'd rather have it shipped than refund.I read that on Reddit, many people had the same issue and **************** is not existant at all. Thank you for your help.

    Business Response

    Date: 01/12/2024

    Hello,

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

    Customer Answer

    Date: 01/12/2024

    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:01/07/2024

    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.
    On Nov 24, 2023 I made a purchase for $59.81 for a Miss ********** Dragon Maid figure at Crunchyroll.com, but the website said the purchase did not go through. I never received a confirmation email about the purchase either. I asked my son who has a Crunchyroll account to try and purchase the figure for me. It went through. On Dec 16, 2023 my son and I both received a package from Crunchyroll. It was a duplicate order. I immediately emailed the company to return one of them, but received an automated response saying they would get back to me soon. They never got back to me. I emailed again On Dec 28, 2023 and was told my claim would be sent to a Tier 2 ecommerce support person. To date, I still have not heard back from the company. I do not need two of these figures and want to return one for a refund.

    Business Response

    Date: 01/10/2024

    Hello,

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

    Customer Answer

    Date: 01/15/2024

    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,

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

  • 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.
    CrunchyRoll failed to send my Order in Full. Order # ********.The order contains 4 Total Items. According to my Shipping Notifications they broke this order into 2 separate packages. 1 - Containing 1 Item (SKU: ************* - Tracking #**************************)2 - Containing 3 Items (SKUs: 9781974714803, 9781974710041, 4573102632418 - Tracking #**********************).Problem #1: Package # 1 appears to have no movement since 12/29. Problem #2: Package 2 indicates 3 of 3 Items Shipped. Upon Delivery on 1/5/24 - 2 of the 3 Items are confirmed Delivered. Where is the 3rd?Missing Items:************* & ********************** I have been in contact with Crunchyroll via Email, Review Submission, and leaving a Feedback review on an old Support Ticket. At this point I need to get a hold of someone as it appers difficult to reach them. If the items are not in stock, thats fine please refund me. Indicating a Package contains all items but it falls short is a bit disheartening as a loyal consumer 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.

    Customer Answer

    Date: 01/10/2024

    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:01/05/2024

    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.
    In January of 2023, I pre-ordered a product from Crunchyroll's online store with an expected shipping date of late October, 2023. After October 2023 passed, I waited two weeks before sending an email to Crunchyroll support asking them the whereabouts of my package, to which they have not responded nor resolved my problem. Three weeks after the first email was sent, I sent a second email, to which I also got no response nor resolution. On January 2nd, I sent a third email, to which I also got no response nor resolution. On January 3rd, I used Crunchyroll support's Live Chat feature to speak to a real person about my problem, who stated that my problem would be solved soon and was given "high priority", but I have not received any response from Crunchyroll as of yet.In the original order, I purchased one in-stock item and one pre-order item. The in-stock item was the "Attack on ********************* and the pre-order item was the "Chainsaw Man - Denji PM Perching Figure". The in-stock item 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.

    Customer Answer

    Date: 01/10/2024

    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:01/05/2024

    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.
    I have been paying a monthly subscription for their ******************** of $14.99 for the entire year of 2023. One of the perks of paying for this service is a coupon code for $25 off $100+ purchase in the Crunchyroll Store every 3 months. I asked chat support for help on November 15th, 2023 because I have not received any codes for the entire year of 2023. On December 4th, 2023, I finally heard back from a representative, ************** from Crunchyroll. She gave me three codes to make up for the entire year, but the codes are not working as intended. Instead of getting a discount, I am paying more for the item I want to purchase. The codes remove my membership discount(15% off) and apply their effect, but this makes the item even more expensive and has never happened before. In 2022, I was able to buy from their store using both my membership discount and a $25 off coupon code.As of writing this complaint, I have yet to receive my last quarterly perk of $25 off for 2023. It is now ****, 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.

    Customer Answer

    Date: 01/11/2024

     
    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,

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

    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.
    I ordered two items from Crunchyroll on December 9th. Their website stated all orders placed before the 20th would arrive by Christmas guaranteed. They waited until the 19th to send it, and it showed up on Christmas Eve. However, my items did not arrive. They sent me someone else's order. I sent them a message via email on Christmas eve complaining about their service, and waited until Jan 2nd to follow up. After a full business week I still have not heard anything back. I just want the correct items shipped out to me.

    Business Response

    Date: 01/05/2024

    Hello,

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

    Customer Answer

    Date: 01/08/2024

     
    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: 01/11/2024

    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 ordered some novels from Crunchyroll store on 12/28/2023, but for some reason never received an order number or order confirmation email like the last order I did with them. I thought this was strange. Then some time later the items I ordered were now out of stock on their website. I tried emailing them to inquire about never getting an order number, or what was going on with my order in the first place but my ticket got escalated to e-commerce and I haven't heard anything since then. I've been trying to get in contact with Crunchyroll support about cancelling the order and getting a refund because there is a charge on my bank account and I don't think I'll see my order go through.. But, Crunchyroll customer service is non-existent and there isn't even a phone number to call, only email for support.. So, I went on my bank account and did a claim for the charge, as this is all that I can do in the meantime..

    Customer Answer

    Date: 01/02/2024

    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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