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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:12/12/2023

    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.
    There is a user on your platform, *******, who is massively spamming the comments board with the exact same postings on the majority of your shows. I reached out to your support already about this, and they pretty much blew me off. The problem with this users comments, is that its creating a negative cult following where other users are also creating posts to get other users to "say hi" to Solar69. I even saw one recent user asking for personal Discord information from Solar69, which I am pretty sure breaks your terms of service. I also want to add that anytime one user brings up the issue about *******'s repeated spamming, other users will reply with very negative comments against the user who brought up *******'s spamming. Please look into this behavior as Solar69 is creating a negative environment for us users and is breaking the terms of service agreements due to spamming. If you need screenshots, please let me know.

    Business Response

    Date: 12/15/2023

    Hello,

    Content against our usage policies have all been removed.

    Customer Answer

    Date: 12/15/2023

    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.

    Thank you.  

  • Initial Complaint

    Date:12/08/2023

    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 have an unfulfilled order with Crunchyroll. I preordered 2 of the Genshin Impact - Statue of Her Excellence Almighty Narukami Ogosho Figure. It was originally slated for July but was delayed to August which I understand happens and *********** sent an email stating theirs was delayed to September. Again I understand as they need to receive their stock to be able to ship it to me. The figure supposedly released in September with multiple people showing as having received their order. It is now December and mine has not shipped. The figure has changed to "in stock" "sold out" then back to "in stock" where it currently stands Since that September date. I contacted *********** about this and never received a response about this order other than the automated message weeks ago. I reached out through their social media last week and still nothing beyond the automated message of they will be in touch soon. I received an email today from another site stating that there will be a reprint of the figure date for a release early next year. I just checked the listing again today on Crunchyroll to see if the delay date was changed and surprise surprise my order is now listed to the release date of the reprint release, NOT the original release date. The original vs the reprint are marked as different figures when they are made. I don't know what is going on and why I still haven't received even communication about my items but changing what I am receiving is not ok. I just want my items.

    Business Response

    Date: 12/13/2023

    Hello,

    Our customer service has reached out and set up a replacement order. Please work with the agent if you need anything else.

  • Initial Complaint

    Date:12/07/2023

    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.
    Paid for dragon ball z battle of gods a week and a half ago they charged my card but haven't shipped my item I need my item shipped that I paid for. Or some other resolution I could've just gone through ******* at this slow rate

    Business Response

    Date: 12/13/2023

    Hello,

    Order has shipped out and set to be delivered soon. Please reach back out to the agent if you need anything else.

  • Initial Complaint

    Date:12/07/2023

    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 pre ordered a Persona 5 - ******************* and Morgana Car Scale Figure for $146.43 on January 15th, 2023 through Crunchyroll.com on a guest account. I received an order confirmation email, and I looked through my bank records and I was charged immediately with no refunds. The item was set to be released by November 31st at the latest. Currently on the website it is in stock (as of writing this on December 7th.) When i've tried to look up my order number to track my shipment, the website says it doesn't exist. I've tried contacting support for a month now, since November 16th when I sent my first email on my alternate email address ******************** After over a week of no responses, I attempted to contact chat support. On November 24th, I chatted with ************, and on November 29th I chatted with *******. They both said my concern would be escalated and to not worry. I've replied to all the emails i've received asking for updates, with no response. My order number is *******. I do not have an account number as I used a guest account to buy it, but I did make my purchase under my email address ******************** Crunchyroll has not tried to resolve my problem, and I just want my item to be delivered to me, or at least a replacement of the item.

    Business Response

    Date: 12/13/2023

    Hello,

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

    Customer Answer

    Date: 12/13/2023

    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:12/07/2023

    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.
    Despite numerous lawsuits they still refuse to fix the apps ui. It is horrible. New episodes are not available on time. And they lied about bringing the English dragon Ball z movies over from Funimation when they told us to cancel over a year ago. This company is one of the most corrupt and vile entities. They are a disgrace to business and belong behind bars. I demand a refund for the last 3 months as jjk and one piece episodes are not made available on time. I have proof of this on multiple devices. This service is too poor for them to charge for it yet. They need to go back to the drawing board, before the government steps in. I am also taking the liberty of reporting your incorrect translations to the Japanese studios who you disrespect regularly. Get translators who actually speak Japanese or else refund our money. You advertised subtitles for anime but fail to deliver. The subs are consistently incorrect and manipulate the narrative falsely.

    Business Response

    Date: 12/13/2023

    Hello,

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

  • Initial Complaint

    Date:12/06/2023

    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.
    Placed an order for the following items originally from rightstufanime.SO4269371 Date ordered: 7/15/2023 Agent of the four seasons novel vol 1 SO4301547 Date ordered: 6/28/2023 Heaven official's blessing special edition novel vol 8 SO4270092 Date ordered: 7/30/2023 No touching at all second edition A condition called love vol 5 I received a package with the tracking number ***** **** **** **** **** **** 27) for these items, but when I opened the box, there was someone else's order. I have emailed Crunchyroll to have them resend my actual order but I keep getting the 'it has been escalated to another person' and then no response. It has been a few weeks since I have heard back from anyone via email.

    Business Response

    Date: 12/13/2023

    Hello,

    Replacement orders have been set up as requested. Please reach out to the agent if you need anything else.

    Customer Answer

    Date: 12/13/2023

    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:12/06/2023

    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.
    Purchased virtual digital giftcard of $80, website order status showed as delivered. Giftcard is *********** delivered via email. After 24 hours checking email to include Junk and Spam folders no item. Confirmed with bank funds were paid as well as an email from Crunchyroll order was confirmed and completed. Three weeks have passed, multiple contact made with customer service with assurances issue would escalated with high priority and team would immediately respond via email.

    Business Response

    Date: 12/13/2023

    Hello,

    Code was given. Please work with the agent if you need anything else.

    Customer Answer

    Date: 12/13/2023

    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:12/01/2023

    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 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:
    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 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:
    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.
    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.

Crunchyroll.com is NOT a BBB Accredited Business.

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