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:07/18/2023

  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.

   
  Complaint: 20342487
  
  I am rejecting this response because:

  Crunchyroll continues to make excuses and for the past 3 seasons going into 4 we didnt get a single backlog dub announcement. The backlogs have been 1 backlog a season. This needs to be addressed. Crunchyroll President *********************** is to blame for all of this mess he left us in. If anything Purini needs to be fired ASAP

  
  
  Sincerely,
  
  Appledude1221 Productions

  t it. *********************** is the biggest mistake to run Crunchyroll, he truly must go. GIven everything I just talked about in this problem, ****** is to blame for this entire mess he left us in. Had ****** not joined Crunchyroll we would have gotten more dubs and more everything. Purini Corrupted Crunchyroll with his greedy hands. Yet Along no outsourced studios have been used. On Behalf of many complaining fans, we ask you please fire purini, he caused enough damage to crunchyroll more than he helped us fans.

  Business Response

  Date: 07/19/2023

  Our customers a clearly passionate about their dubs.   You are certainly proof of that.  While we can't promise specific dubs, know that we are working on many more dubs and are posting new dubs all the time. 

  With millions of fans worldwide, we may not agree with all opinions, but we do listen to your feedback.  Hopefully our upcoming offering on dubs will fit what you specifically are looking for.

   

   

  Business Response

  Date: 07/19/2023

  Thank you for sharing how you feel.  We have already responded to this issue.

  Customer Answer

  Date: 07/19/2023

   
  
  

  Complaint: 20342487

  
  I am rejecting this response because:

  at This point, I just want some backlogs already

  
  Sincerely,
  
  Appledude1221 Productions

• Initial Complaint

  Date:06/29/2023

  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.

   
  Complaint: 20254796
  
  I am rejecting this response because I replied to Crunchyroll.com with the basic information that was requested on June 29th, as seen in the attached copy of the email. They then asked for additional information, but my bank could not provide that, so I emailed asking them to please advise my next steps. Again, I received no response from them.
  

  I also email them daily and never get a response (except to ask me to rate my experience) and I initiate a conversation through their live chat feature almost daily and always get the same response: I promise- we are working on it. But there is no way to speak with a person on the phone which is unbelievable to me.
  

  It is now almost three weeks later from the time I filed my complaint with BBB. I am afraid that my account will be soon be charged again, as the original unauthorized purchase for a monthly subscription was made on 6/20/23. I cannot believe this business has no way of tracing nor stopping fraudulent charges. That is unacceptable in this day and age. 
  
  Nida Del Pup

  Business Response

  Date: 07/17/2023

  An agent previously reached out to assist.  However we did not receive a reply with the details we requested.   Without the actual information we can't help the customer.   We need the basics of the charges such as currency type amount etc.    If a customer works with our agents we can get these things sorted out pretty quickly.  Hopefully they will reply to the agent with the needed info.

   

  Business Response

  Date: 07/19/2023

  It looks like with the additional info, an agent was able to find this charge, cancel and refund.   Please respond to the agent if more support is needed.

• Initial Complaint

  Date:06/05/2023

  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.

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

  Business Response

  Date: 06/08/2023

  A customer service agent was able to reach out.   This order was refunded.  Hope that helps.

• Initial Complaint

  Date:05/14/2023

  Type:Sales and Advertising 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.

  They had a merger with funimation and they kept saying that their content will all cumulate into one place. They even said, in their FAQs, that we would need a new account to access things in the future So people PAID for a new account. Its been an year and nothing. They have both apps up and running and still charging for both. I just want answers.

  Business Response

  Date: 05/15/2023

  Hi there,

  If you have accounts on both systems we recommend you keep your subscription to Crunchyroll. New content is being added to Crunchyroll every day.  Crunchyroll is the primary site going forward.  

• Initial Complaint

  Date:04/17/2023

  Type:Sales and Advertising 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 had an account with the free version of crunchyroll. Once I upgraded to premium (no ads) I was immediately hacked. This has happened once before and I just canceled the card and logged out of the account without deleting the old account. Created a new free account for a while, and decided to subscribe again. Hacked again. This time, I contacted support since this is the only way to permanently delete the account, and received an initial reply within a few days telling me it would have to be handled by a specialist. After two weeks of not hearing back, Ive emailed again with no response. The email ************************* was used to create the account, once it was hacked it was changed to another email that doesnt belong to me which is shown in attachment.

  Business Response

  Date: 05/04/2023

  An agent was able to repair the account for the customer.   The customer was contacted and we have not heard back.

   

• Initial Complaint

  Date:04/10/2023

  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.

  On January 19, 2022, I paid $42.01 for a pre-order from Crunchyroll for a "Jujutsu Kaisen - Toge Inumaki Prize Figure", which was expected to be released around the middle of 2022. Due to COVID-19, however, this product was constantly delayed, time and time again, to the point where I decided to cancel the pre-order and request a full refund, since it had been over a year since I have been trying to get this product delivered.I sent an email to Crunchyroll's support team on the 13th of March, 2023, where an employee replied: "I have submitted your request to the warehouse. I will follow up once I hear back. Thank you for your patience!". A few minutes later, I received an email from the same employee, saying: "We have successfully cancelled your order. Could you please provide the PayPal email address, so we can process the refund?". I gave them my PayPal email address *************************** and was told "I will go ahead and escalate this ticket to our Manager for a PayPal refund. You should hear from us within 72 business hours with the refund confirmation."9 days later, I sent another email, since I had not received any notice of a refund confirmation, and received a response from a different employee: "Thank you for reaching out to us and we sincerely apologize for the delay, we are experiencing a high volume of support tickets. I also apologize for the delay with your refund, we ran into a PayPal problem so we requested access to a new business PayPal account. This might take up to 7 business days but I assure you, this ticket will be kept first on our to-do list and a refund will be issued as soon as our account is up and running." I understand when things like this happen, but I have not received any more responses from them as of that day, and it has been well over 7 business days. My money is up in the air, and my order has been cancelled.My order number is #****** Sincerely,-Lucca *********

  Business Response

  Date: 04/21/2023

  It looks like this chrage was already refunded in Paypal.  If the customer still has questions they should respond back to the agent who notified them of the refund.

   

• Initial Complaint

  Date:04/06/2023

  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.

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

  Business Response

  Date: 04/10/2023

  So sorry for the delay.  It looks like your original refund failed in our system.  We have resubmitted the refund again but this time as a payment directly through Paypal.  You should see it in your account within a few days.  Please reply to the agent who reached out to you if you have any more issues.  Again we apologies for the delay.

• Initial Complaint

  Date:03/09/2023

  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.

  My husband and I are ****** parents. In mid-2020, we had a teenage boy in our care who was interested in Crunchyroll (owned by Ellation), so we signed him up. He set up the account, and we used our credit card to pay for the subscription. When he left, we attempted to cancel the subscription. However, since we don't know the email address associated with the account, they have been unwilling to help us. It is our credit card and we simply want the charges to stop.Crunchyroll has no customer support phone number, so we are forced to send an email. My emails have been ignored. I attempted using a service called Rocket Money to have the subscription cancelled, and they actually received a response, but what they were told was that *********** cannot cancel without the email associated with the account. We don't know it because the child set up the account, and we have no contact with him anymore.At this point, I feel like my credit card is being held hostage. Crunchyroll is stealing $129.60 per year from me. The credit card company is able to open a dispute on an individual charge, but that does not prevent additional charges. Even if I cancel the card and open it with a new number, the charges would continue to go through. It seems my only option is to completely cancel my card and sacrifice all of my built-up credit card points.For Crunchyroll / Ellation, I am attaching the latest email that I sent to them a week ago. It contains all pertinent information, including every date I have been charged, the total amount charged, and the credit card info that they continue to use without my consent.A successful resolution would be a refund of at least the last year's worth of charges, as well as removal of my credit card information from their system.

  Business Response

  Date: 03/14/2023

  Thank you for letting us know. I'll be checking into the delay in resolving this. This account has been found and is now canceled, fully refunded, and all CC information has been deleted. We apologies for the delay. Please check your back account in 3 to 5 days to see the reversed transactions.  

  Let us know if you need anything else from us.

• Initial Complaint

  Date:02/21/2023

  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.

   
  Complaint: 19445397
  
  I am rejecting this response because: I am still receiving multiple emails from this company a day. I would like to be taken off their mailing list. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/22/2023

  Thank you letting us know.   Corrected as of today.  There is no longer an account under that email address.

  Business Response

  Date: 03/03/2023

  We have sent an email to you to ask for the header of any of the marketing emails you are receiving.  We want to troubleshoot how this could happen.  Please respond to the email so we can get this resolved.   

  Customer Answer

  Date: 03/03/2023

  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. It appears the account with my email was deleted and since asking to stop receiving the emails, they have ceased. Thank you for your help. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/04/2023

  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.

   
  Complaint: 19335227
  
  I am rejecting this response because: You Are REFUSING to Help Me Now.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/16/2023

  Agents reached out to help this customer multiple times.  We show the package was delivered on the 9th.  The last response we got when trying to confirm that the customer was fully taken of, was a reply saying:

  "stop emailing me"

  Business Response

  Date: 02/16/2023

  hmmm.   Are you sure you are sending messages to Crunchyroll?   The last message we have from this address just tells us to "stop emailing".   I know there was a weather delay that was nationwide, but we show this product as shipped and delivered.    Please write into us directly at Crunchyroll if you still need help with something. If you are emailing from another address or about another order please let me know that so I can look further.

  Business Response

  Date: 02/22/2023

  We have reached out multiple times and this customer has asked us not to email them.  We see that their order was delayed by weather as there were nation wide shipping delays earlier this year.  However we also see the customer has since received their product.  If they need any further help they can simply reply to the last customer service email sent to them.  We are happy to help them if they tell us what kind of help they need.  BBB please read through the chain of messages.

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 19335227
  
  I am rejecting this response because:
  I Report You to the *********** Because You are Refussing to Help me now.
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19335227
  
  I am rejecting this response because: You are Still REFUSING TO HELP ME NOW.
  
  Sincerely,
  
  *****************************