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:12/01/2023

  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 ordered and tried to cancel right away but got this email turn around statig they would get back to **** also called they number and again voice-mail to leave a message.I finally got a notice that package was shipped even if I asked to cancel.Now same issue for return....

  Business Response

  Date: 12/14/2023

  Hello,

  No previous communication was found. Please submit a ticket and our customer service will be able to help.

• Initial Complaint

  Date:11/30/2023

  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 submitted an order (#********) for 9 items on 10/26/2023. Not realizing I couldn't cancel the order myself through the website, I reached out to ************* via webchat on 10/27/2023 to cancel the order. A support ticket was opened for me and escalated to eCommerce support on 10/27. I replied to the email on 10/30 since I hadn't heard back. I reached out to ************* via webchat again on 11/9 asking for help. They escalated my support ticket. My items ended up shipping on 11/9 and were delivered on 11/15. ************* finally reached back out to me on 11/14 apologizing for the delay, and to let them know when I received the items so that they could send me an *** label. I responded on 11/15 saying that I received the 9 items and to please send me the *** label. I reached out to ************* via webchat on 11/21 for help receiving an *** label, and they escalated my request to a Tier-2 eCommerce Support Specialist. I reached out to ************* via webchat on 11/29 and they escalated my request again. I haven't received any email responses since the only one on 11/14. I just need the *** label at this point.

  Business Response

  Date: 12/01/2023

  Hello,

  Return label has been issued. Please reach back out to the agent if you need anything else.

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20939887
  
  I am rejecting this response because:

  I haven't received a return label yet and haven't received any new replies since the single reply on 11/14 from any customer service agents.

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

  Business Response

  Date: 12/01/2023

  Hello,

  Return label was sent 12/1. Please work with the agent to resolve the issue.

• Initial Complaint

  Date:11/30/2023

  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.

  11/03/2023 I made an order #******** for a full set of **** the Masterpiece manga but I accidentally ordered 2 of the same volume (volume 2). I noticed this immediately and the order hadnt shipped yet so I submitted a ticket to crunchy roll the following day 11/04/2023. **************** responded that theyre escalating the ticket to an eCommerce support specialist, yet its been 4 weeks, 26 days since Ive first made my request and I still have not received a response. *** even tried reaching out on multiple platforms. The package arrived 2 weeks later and they did not listen to my request. I realized that *** made a mistake and did not order of the volumes (volume 4). Now Im trying to return the extra volume 2 in exchange for the volume 4. There is only two days left until this ************************************************************************************************************** why they could not fulfill my request. Id like to exchange my volume 2 for the volume 4 and have a return label provided if possible.

  Business Response

  Date: 12/07/2023

  Hello,

  Refund was issued for the return. Please reach back out to the agent if you need anything else.

• Initial Complaint

  Date:11/29/2023

  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 decided to purchase from Crunchyroll on black friday, as the deals advertised were simply too good to pass up. However, I wasn't expecting them double charge me - which is exactly what they've done. As seen in the attached screenshots, the order total for order #******** was stated as "$35.46" - and yet, I've been charged a total of $70.92, as they've charged my card twice for the same order. One of those charges remains pending on my bank account, as I believe chase suspects it to be a double-charge (as do I). I tried contacting this business's customer service thrice: Once by email, and twice by live chat. All three were to no avail, as 5 days later I've yet to hear back; *****, I've decided to submit a formal complaint via the Better Business Bureau as a means of last resort so as to see this issue addressed. I'd like to receive an explanation as to why I've yet the customer service is so bad, and as to why I've been double-charged. The secondary charge must be refunded as soon as possible, and frankly, it's unacceptable that this hasn't been addressed by now. I'd also like to get an update on my order status and see it shipped out as soon as possible - the order still shows as "processing", 3 business days later. Furthermore, for any customers that *** be reading this. The level of disdain shown to their customers by this abysmal customer service is terrible. Never again in my life shall I shop at this website, and I would recommend that anybody interested in purchasing stay far, far, far away if they value customer service at all. One should not need to contact the Better Business Bureau to get something as simple as a billing error resolved in a timely manner.

  Business Response

  Date: 12/13/2023

  Hello,

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

  Customer Answer

  Date: 12/14/2023

  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. I do however find it incredibly unfortunate that it took a letter to the BBB to get a response from ***************************** team. I was eventually (after they saw my BBB complaint, Id guess) told that my customer support inquiry message had been lost and sent into the inactive queue. How does that happen, especially after  3 Customer Support escalations with their relatively incompetent live chat? Furthermore, they clarified the double charge, for which I am grateful, although the explanation was belated. A disheartening experience overall, though I am glad that my purchase arrived on time and free from defects. 
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:11/28/2023

  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 haven't used Crunchyroll since 2016 at the latest. Since that time not recieved any emails from crunchyroll until recently. The last few weeks i have been getting bombarded by advertisement emails from Crunchyroll and they will not stop. The link they use so you can opt out isn't an instant opt out, you have to MANUALLY deselect what you want and MANUALLY save the changes, except every time i click to save the changes, "oops, something went wrong!" Nothing gets saved, and i continue to receive multiple emails a day from crunchyroll that will not stop. I've tried multiple links from the countless emails they send me, different browsers, on mobile and desktop, nothing works. The changes I've made to my preferences have conveniently not been saved and they continue harassing me.

  Business Response

  Date: 12/19/2023

  Hello,

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

• Initial Complaint

  Date:11/28/2023

  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 September 21st of 2023, I ordered books from RightStuf.com. My order was partially shipped with 2 books (volume 4 and volume 15 of nana). I was told by Rightstuf that these would come once they were in stock. Then RightStuf got bought out by Crunchyroll. I reached out to make sure I would receive my books. I was told that the order was complete and already shipped on November 2nd of 2023. Originally I wanted to make sure that I would be receiving the books and sent in another ticket, and had no response even when I replied to the email. I have tried getting help from the chat support, and have sent numerous tickets since I didnt get responses. All I've gotten is that it will be escalated and someone will email me back. I just want the books to be cancelled from my order so I can buy them elsewhere. I also want to make sure I don't get any surprise charges on my card. They're customer service is not helpful. I've been waiting for 2 months now on a response from the company. I also have given them plenty of time to respond.

  Business Response

  Date: 12/01/2023

  Hello,

  Order was cancelled as requested. Please reach back out to the agent if you need anything else.

  Customer Answer

  Date: 12/01/2023

  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:11/28/2023

  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 pre-ordered a figure back in February 2023. This figure was supposed to be sent out in October and I have not received any update on it. I wrote **************** once on Nov. 10th. After receiving no response, I wrote a second time on the 15th. Still no response. I did a live chat with them, got a person, only to be told they can't help me and they'd escalate my email for high priority. Still nothing. I looked my figure up and see that he is now in stock. Normally, I would reach out to my bank, get my money back, and re-order him. The thing is, this figure was free with a coupon code they gave me back when they were having issues with shipping during COVID. So I was hoping to get my free figure that was ordered almost a year ago at this point. It's just ridiculous that NO ONE can be reached to get help. They ignore their customers and have no phone number to even call in. My order number is *******, the figure is "Chainsaw Man - *********************** Chain Spirits Figure Vol. 2."

  Business Response

  Date: 12/05/2023

  Hello,

  Replacement order has been submitted.

• Initial Complaint

  Date:11/27/2023

  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 placed an order to Crunchyrolls online store on 11/19/23 and I need to cancel it because I want to purchase a different item instead. The order total was for $69.57 tax and shipping included. The order was for ************** ********************* Pop Up Parade figure and Tengen Uzui Demon Slayer Pop Up Parade Figure. My order number from Crunchyroll is ********. I have made several attempts to reach out to their customer service with no response from them. All I want is my money back.

  Business Response

  Date: 12/05/2023

  Hello,

  Refund has been issued as requested. Please reach back out to the agent if you need anything else.

  Customer Answer

  Date: 12/05/2023

  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:11/27/2023

  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 purchased a digital gift card from Crunchyroll's online store on Nov. 1, 2023 for $79.99. Payment was received and accepted by Crunchyroll for its premium access services. However, on Nov. 12 my premium access stopped working and the digital card code is no longer being accepted, even though payment was accepted. I have spoken to at least five online Crunchyroll chat representatives who have said the issue has been elevated to the Shop and Orders Team, but it has been over two weeks since the problem occurred with no resolution. I have paid for a service that I am not receiving. My confirmation subscription order number is ********; the gift card code is GYKXFDH6ZGK1EM1N; the email account associated with the gift card is *********************

  Business Response

  Date: 11/29/2023

  Hello,

  Missing premium was added. Please reach back out to the agent if you need anything else.

  Customer Answer

  Date: 11/29/2023

  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:11/25/2023

  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.

  Pre-order figure 1st order 12-24-22 Order No. #******* Chainsaw Man - Chainsaw Man 1/7 Scale Figure. Price paid in full via Paypal: ****** 2nd order 03-21-23 Order No. #******* Chainsaw Man - *********************** 1/7 Scale Shibuya Scramble Figure. Price paid in full via Paypal: ****** Emailed Crunchroll on Nov 4 about items. On Nov 4 Crunchyroll responded: We know your store order is important and we will get back to you as quickly as possible. Follow up email on Nov 10 23 from me "I was wondering if there was an update for this?" - no respond from Crunchyroll from either email.Crunchroll support chat on Nov 23, 23 (kept copy since they refused to provide chat confirmation number). Email sent from Crunchyroll to me on Nov 23 "Thanks for reaching out. We just wanted to send you a short note to let you know we received your request and will do our best to respond as soon as possible". I paid up front as required from the merchant. Apparently they had a merger with Rightstuf which I found out via the chat on Nov 23. This messed up their billing department in which the orders disappeared from their site. The 2 orders I listed disappear from their site but thankfully I kept all the emails and the billing from paypal. I want either an update on released date or I want a refund. I will provide any additional information as needed.

  Business Response

  Date: 12/01/2023

  Hello,

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

  Customer Answer

  Date: 12/02/2023

   
  Complaint: 20915130
  
  I am rejecting this response because: We have had a response from Crunchroll. Order #******* has been delayed until ****, but they do have our order in their system. As for the other order, **********'s response was "#******* (Chainsaw Man - Chainsaw Man 1/7 Scale Figure) - was released, I am reaching out to the warehouse to request an update on fullfilment." I have let them know that I will close this complaint once we have a status from the warehouse, as I didn't get any communication from them until the BBB complaint had been filed.
  

  Additional note: neither of the orders appear in my Open Orders or Order History on Crunchyroll's website, but they say they have the orders in their system on their side. But, I don't have a way of verifying that from my side.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/06/2023

  Hello,

  Order has shipped out. Please work with the agent to resolve the issue.

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20915130
  
  I am rejecting this response because:

  Crunchyroll has not reached out to me to let me know that the item was shipped or provide a tracking number. I did respond to their email Dec 2 and now Dec 7. The two preorders have still not shown ** in my orders and now they are non-responding to emails. I have no way of verifying that the item shipped. Tracking is provided with purchases according to their website.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/14/2023

  Hello,

  Once the tracking number is generated it will be given. Please work with the agent to resolve this issue.

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20915130
  
  I am rejecting this response because:
  

  I contacted crunchyroll's help chat and have uploaded the chat. The chat basically says that they needed to escalate the inquiry (*****). I informed them of what they told BBB and was informed that they could not see anything and it had to be escalated. I still cannot see the order in my records and still do not have a tracking number. At this point I am sure the item either never shipped or they lost the order. I would like a refund for an item that I never received. 

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

  Business Response

  Date: 12/20/2023

  Hello,

  Agent is following up on the order. Please work with the agent to resolve this issue.

  Customer Answer

  Date: 12/23/2023

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