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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

  • 264 total complaints in the last 3 years.
  • 72 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:01/13/2024

    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 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:
    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.
    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:
    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.
    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:
    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 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:
    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 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:
    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 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:
    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.
    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,

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

  • 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,

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

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