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:09/16/2023

  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 ordered the ***** product from this Crunchyroll thinking its a legitimate online store, I ordered the product on 9/9/2023 and they took my money out of my paypal account on that day, however nothing was communicated after the first email indicating my order was now in processing. Its now 9/16/2023 and there have been no communication regarding my products. the status is still on processing for the past 7 days. Seriously, I know it take time, but if you're going to take the money out of a customer account the day of order, you need to keep them in the loop as to the status or the reason its taking so long. I contacted them through their social media ******** messenger and email and was ignored with no response at all. All I want now is to be done with this place and get my ***** refund back to my paypal account. Had they keep the communication process going, I would had be understanding, but no email for 7 days is called bad customer service!

  Business Response

  Date: 09/25/2023

  Hello,

  Thank you for reaching out! 

  We were unable to find any contacts with the email address provided, but no worries an agent will be contacting you. 

• Initial Complaint

  Date:08/18/2023

  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 have received NO customer support after wanting to cancel 2 orders with Crunchyroll Store, owned by Ellation Inc., and waiting a week and a half with NO human response at all, just automatic unhelpful notifications of errors with my order and payment. I have contacted their automated chat services multiple times and receive the same generic response that "They will escalate my case" so that I should receive an emailed response. In the past, they always responded within 24 hours and easily cancelled an order when requested, but now, they are completely lacking in communication. I do not want them to try to charge me for orders that I have been attempting to cancel for nearly 2 weeks now. I want to cancel my unshipped orders due to a lack of trust or communication from their site because I no longer trust them as a business, and I no longer want a store account with them.

  Business Response

  Date: 08/24/2023

  It looks like both of these pre orders were canceled as requested.   Please respond to the agent you were working with, if anything else is needed.

  Customer Answer

  Date: 08/24/2023

  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:08/18/2023

  Type:Service or Repair 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 placed an order on July 17, 2023. I received damaged products which I returned. It was delivered back to them on august 11th because they took several weeks to respond. I have not heard anything since. I have sent several email and spoke to a chat representative and they would not give me a phone number I can call or speak to someone who can help. I want a full refund for my order since I sent the damaged products back.

  Business Response

  Date: 08/24/2023

  It looks like this customer was already refunded.   Please let us know if anything else is needed.

   

  Customer Answer

  Date: 08/26/2023

  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:08/06/2023

  Type:Service or Repair 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 went to their website to cancel my Crunchyroll membership and it said it was already canceled and wouldnt auto renew so I wasnt worried about it. Then it charged me again in august but still said it was canceled and wouldnt auto renew. When I contacted them about this they only sent automated responses ignoring my every concern and said they cant do anything Id have to go through Roku. Their website shouldnt be promising me I wont be charged if they have no information from Roku.

  Business Response

  Date: 08/08/2023

  This account is charged through a third party.  Third party charges such as Roku or Apple or ****** are handled by them.   We have no way of canceling or refunding any charges or subscriptions inside third party billing systems.  The customer will need to reach out to the third party for any info on those charges.

   

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20430351
  
  I am rejecting this response because: the company shouldnt be promising me its canceled if they have no way of knowing then. If I had known it wasnt canceled I would have then canceled it, but because their website told me it was already canceled and wouldnt auto renew I trusted their promise and was then billed again for a month I dont want  

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

  Business Response

  Date: 08/08/2023

  Billing contracts through third parties need to be changed with that third party.  The owner of the account needs to cancel any agreements they made with a third party.  There is no way to refund or credit a third party.   To help out we can offer you some free time on Crunchyroll, but we have no way of making any changes to a third party billing.   Sorry about that.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20430351
  
  I am rejecting this response because: all I want is a refund since I was reassured by your website that it was already canceled. I understand youre saying I have to cancel it through Roku, but your website assured me it was already canceled and I wouldnt be charged. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/10/2023

  Our systems don't reflect third party charges.  They are not made through us.  There is no way for us to refund a charge made through a third party.   You would need to reach out to that third party.  We can give you some codes for free time to try to help you out.  Our systems can't refund a charge we did not make.

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20430351
  
  I am rejecting this response because: I do not need free time for a service I do not use, you can easily see on my account activity I dont use it as well. I was charged because your website guaranteed me that it was canceled and I wouldnt be. Thats on your companys website, not the third party. There should absolutely be a way for your company to fix their mistake. If you cant refund the transaction there needs to be something else you can do. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair 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.

  On 11/25/22 I pre-ordered an item on the crunchyroll website for $67.99 which was to be released on 6/30/23. When the release date approached I awaited a shipping email which did not get sent. I checked to see if the item was delayed, it was not. The item is in fact in stock. I opened a ticket with crunchyroll and got a response from the e-commerce ***** saying to be patient as the warehouse is having issues and to wait another *********************************************************************** a possible refund so I can simply purchase the item. I have not received any reply.

  Business Response

  Date: 08/08/2023

  After shipping delays, this order was refunded as requested.  We apologize for those delays.
  

• Initial Complaint

  Date:08/02/2023

  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.

  This complaint is towards crunchyroll store and my missing order which they refuse to address. The order #********. I had to reach out to crunchyroll 7/7 because the tracking on my order had never updated. They said they would reship my order only for the same thing to happen. It states as delivered but I was home all day and never received any notice from a courier. I asked neighbors and the building super, and nothing was found. I reach out to crunchyroll and they did not respond to my email. I have sent multiple emails now asking for help and they refuse to respond. Its unbelievable that one cannot receive any service, especially when I paid for this order.

  Business Response

  Date: 08/08/2023

  We reshipped and again it was shows as delivered by the shipping company.  Their tracking shows this order was delivered both times.  We refunded when the customer reached out again.  This order was fully refunded.

  Customer Answer

  Date: 08/08/2023

  Crunchyroll reaponded to my email regarding this order and they have initial a refund. 

• Initial Complaint

  Date:07/26/2023

  Type:Billing 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.

  On 7/26 Crunchyroll charged an account that had been cancelled months prior. I don't think it was a mistake and I do believe this happens to many others. I won't be satisfied with a return as this isn't the first time it has happened. Aside from the return I would like a payment waiver on my actual account for my inconveniences. I will be providing the information to that account after your reply.

  Business Response

  Date: 08/07/2023

  There are no charges on the account of the email provided.   If there is another email involved the customer should reach out from that email to our customer service.   Sometimes customers open multiple accounts to take advantage of free trials.   The customer should still cancel those other accounts when they no longer want them to avoid being billed.  If the customer can not remember the other accounts they have made, they can still work with our customer service agents to find the account via billing information.   With the correct billing information we can find any account that is being charged.  Hope that helps.  Again the email referenced has no subscription or charges.

• Initial Complaint

  Date:07/20/2023

  Type:Billing 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've been trying to cancel the cruncyroll account for over 2 years. Originally i was told "my email " didn't have an account, so i disputed charges and that didn't stop the charges, i even tried calling the number listed on the bank charge and that was just a automated message that didn't help. so when my husband's debit card was set to expire in February of 2022 I thought the charges would finally stop, but then somehow you continued to charge me. So I again tried to dispute the charges and that didn't work. It wasn't until I finally got an email that said my payment was unsuccessful that I was able to get into the cruncyroll account to try and again cancel the subscription. Even then it wouldn't allow me to cancel, just kept giving me an error message. So I deleted my payment. I originally paid for crunchyroll for the summer of 2019 for my child, and she hasn't used it since but you continually charged me $9.99 for 4 years, which 2 of them I was unaware. The other 2 was spent disputing.I am beyond upset that your company has made it virtually impossible for my family to cancel an account that we thought was done with in August 2019. And instead has profited approximately $500 since. And all that was done to resolve the issue was a $9.99 refund, when they can look up the account and see it hasn't been used in 4 years! Do better.

  Business Response

  Date: 07/24/2023

  Hi there,

  Was there another email address used to contact us previously?  I'm not seeing the contacts you mention under this email address.  Please let me know what that was so we can sort this out for you.

   

• Initial Complaint

  Date:07/20/2023

  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 have contacted crunchy roll support about suddenly not being able to stream videos and have got no where with there T1 support as they only read scripts, I think either my ip or my isp's asn address block has been blocked by there cdn. I have informed them that,I have attempted to watch for example,series Utawarerumono Mask of Truth episode S1E15 and only get a loading circle (I even provided a 1 minute video of this)I tried in both,firefox 115.0.2 (64-bit)and chrome 115.0.5790.99 (Official Build) (64-bit)that my ip is 173.21.25.73 that my os is EditionWindows 10 Home Version22H2 Installed on?6/?18/?2020 OS build19045.3208 ExperienceWindows Feature Experience Pack 1000.19041.1000.0 that ive restarted both modem and router, ive even changed dns from cloudflare (secure) to ****** (so not secure)there reply? They didnt read my message at all and wasted my time telling me to do every thing I already did.This is NOT a problem on my end, its on theres, I want it fixed or I want my money back, im not paying for a service they cant render. And are unwilling to provide support for.

  Business Response

  Date: 07/24/2023

  It looks like this was already worked out.    If there are still issues the customer should respond to that agent who last contacted them.

   

   

  Customer Answer

  Date: 07/24/2023

  Better Business Bureau:
  
  I accept, but the entire ordeal could have been avoided by placing a notice where the player would be when opening it in a new tab. because they chose not to do that we users where sent on a wild goose chase. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/08/2023

  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 May 28, 2023 I purchased an in-stock figure from crunchyroll (order #********). Their website advertises that in-stock figures will be processed within 1 to 5 business days and shipped within 2 to 7 days. My order is currently still listed as 'processing' 40 days later. I have contacted customer service to have my order cancelled and refunded, but have not heard any information in regards to this cancelation actually being processed and I have not received a refund. I initially submitted a request to have this order cancelled on June 19, 2023 and did not hear back until June 22, 2023. I have not received any emails regarding or confirming the cancellation of my order for 15 days, despite sending follow-up emails. Additionally, my sister and I share the crunchyroll account and both have open pre-orders that were ordered towards the end of 2022. These pre-orders are no longer listed on the account. I have email confirmations confirming the 4 open pre-orders and the money has already been withdrawn from our respective bank accounts. When I try to check the status of the pre-orders, it says the orders do not exist despite having email confirmation and the money already withdrawn. I do not wish to cancel any of these pre-orders, but I am worried that the orders have been deleted. If the orders have been deleted, then neither my sister or I have received any sort of notice or refund.

  Business Response

  Date: 07/17/2023

  An agent responded to this request confirming the cancelation and refund.   If anything else is needed please reply to the agent.

   

  Customer Answer

  Date: 07/17/2023

  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,
  
  ***********************