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:11/20/2023

  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 pre-ordered the ********/7 scale figure with bonus face on 09/15/2022 order number #******* that has since went in-stock on the website but I have still not received a shipping confirmation or tracking info. Multiple attempts to contact customer service have gone unanswered or gave an unsatisfactory response. When I try searching through the order tracker on the website or through my order history on my account, my order does not appear. The only record I have is through the order status link in my order confirmation email from back in 09/15/2022. My reason for writing this complaint is that I want the figure delivered. If that cannot be arranged, I would like a full refund to my original payment method (PayPal). My email is *************************

  Business Response

  Date: 11/27/2023

  Hello,

  Replacement was set up. Please reach back out to the agent if you need anything else.

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20898037
  
  I am rejecting this response because: I have not yet received the figure or confirmation that my figure has shipped. I received two emails from crunchyroll with the right stuf subject line but both emails did not appear to have a tracking number or any indication that my order has shipped. I then sent a message to the crunchyroll store instagram page on Monday 11/27/2023 with no response. I attempted to reach out again on Thursday 11/30/2023 and they said the figure appears to be still be preparing for shipment. Until I receive a shipping confirmation with tracking info and delivery of my figure, I reject this response.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/05/2023

  Hello,

  After shipping delays, the replacement order has shipped out. 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. The missing figure was delivered to me on 12/05/2023.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/17/2023

  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 have two pending and unfulfilled orders with Crunchyrolls online store. Beginning of the year, I noticed my order history and pending orders were cleared from my account. I contacted Crunchyroll about this and was informed their site was going thru updates and my information should update in a few days. MONTHS later, still nothing. The first order was partially delivered, with a part of my order could be delivered as the item is in stock now but nothing has been sent to me. The second order is a preorder of two items that in total cost almost $300. I have the order #s and proof of charge on my accounts for both, however when given this info to them directly, all I received was an automated email stating they have my inquiry and will follow up. That was TWO WEEKS ago. They only just recent contacted me at 1AM this morning with a generalized response. Despite their response, none of my history had mitigated to my account to give me confidence of my orders being fulfilled. I ask for nothing more than my items to be fulfilled as I have purchased them!! The horrid lack of customer service has left me never wanting to buy from them ever again moving forward even when I was such a big supporter of their *************

  Business Response

  Date: 11/27/2023

  Hello,

  Replacement orders were set up. Please reach back out to the agent if you need anything else. 

• Initial Complaint

  Date:11/16/2023

  Type:Order 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 the Attack on Titan ********************* Nendoroid (The Final Season Version) on 07/21/2022. Order number: #****** It has been in stock but my pre-order has not been fulfilled. Please ship out my pre-order.

  Business Response

  Date: 11/20/2023

  Hello,

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

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20878968
  
  I am rejecting this response because:

  No customer service representative has reached out to me at either email. Please reach out to me at ********************** 

   

  Thank you

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

  Business Response

  Date: 11/22/2023

  Hello,

  Our customer service reached out through your open ticket on 11/17. Please work with the agent to resolve the issue.

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20878968
  
  I am rejecting this response because:

  That was for a different order (3 nendoroids [aki, ritsuka, and mafyu] that werent delivered).
  

  This is for order 964044 for one nendoroid (********************* the Final Season) that was not delivered but is in stock.   
  

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

  Business Response

  Date: 11/28/2023

  Hello,

  Replacement order has shipped and in transit to arrive in the next few days. Please work with the agent if you need anything else.

• Initial Complaint

  Date:11/16/2023

  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.

  On 7-17-22, 8-26-22, and 1-31-23 I placed orders with Crunchyroll. I paid for some figures and a Nendoroid. Earlier this year Crunchyroll updated their website, and all info on customers' orders before the website redo was removed and never added back to our accounts. I informed *********** of this, and have the emails to prove it. As of today this hasn't been resolved. On 10-30-23 I noticed I had received an unknown charge from Crunchyroll for $18.77. I thought they had increased the price of my streaming plan without informing me, but I checked my account and saw I was still on the $9.99 monthly plan. I then thought the charge was related to a figure, but I remembered they charge when the order is placed. I then noticed *********** had also charged me $18.77 on 7-10-23, but I had just noticed. My card was NOT comprised. I contacted them to ask about the unknown charges and receive an update on old orders not received. Each time I was told they were escalating my support ticket, but no one would follow up with me or give me answers no matter how many chats I had with different staffers. I have several emails stating these lies.I requested a refund, which hasn't been issued. I've spoken with several customer service agents numerous times since 10-30-23 and none of them will disclose WHY Crunchyroll charged my debit card $18.77 TWICE. They will also not tell me what's going on with the orders I paid for in full, but haven't received in over a year. On 10-15-23 I chatted with ****** and he said *********** would contact me within an hour. No one did. Due to them ignoring my queries regarding items they received my money for, I have contacted the US government. Crunchyroll customers who are being ignored or haven't received your orders or refunds, contact the US Government. Given that they won't give me answers, I'm concerned fraud's being committed.The fact that RightStuf Anime is now owned by Crunchyroll sickens me. Customer service this poor is atrocious.

  Business Response

  Date: 11/27/2023

  Hello,

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

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and acknowledge that a representative finally reached out to me via email and explained the two charges for $18.77. They were for figures. However, I responded to that email on November 23rd stating I had not received two of the orders the representative inquired about and I still haven't received a response. Also, my orders prior to the website update are still not present in my Crunchyroll account.

  Sincerely,
  
  Al

• Initial Complaint

  Date:11/15/2023

  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.

  Twitch is advertising a promotion in conjunction with CrunchyRoll.com. ************************************************************************************** After earning the code from Twitch, the code does not work with CrunchyRoll to provide the proper reward that was advertised. After working with both *********** and ****** support both refuse to make good on the promotion and refuse to refund.

  Business Response

  Date: 11/28/2023

  Hello,

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

  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. Also, I have confirmed that they have provided the promotion time to my account.

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

• Initial Complaint

  Date:11/14/2023

  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 placed an order in July with 3 pre-order sets of Vinyl records from Rightstuf. The order number is SO4176139. It consist of 2 copies of the ***************************** Soundtrack (Apple Red/Tangerine) and 1 copy of ***************************** Soundtrack (Blue). When I open it in last month, I figured the 2 copies of the ***************************** Soundtrack (Apple Red/Tangerine) actually contains wrong Vinyls. It supposed to be a Apple Red *************** and a Tangerine (C D Side). But actually it contains 2 of the Apple Red Vinyls (A B Side). Please see the Photo. Since Rightstuf has been merged into Crunchyroll. I have been contact with Crunchyroll 4 times for the replacement or any solutions so far since last month. All I got was "the case has been escalated to the special team and they will contact me via email". In fact, no one contacted me so far, I do tried to reply the e-mail that the system generated but still no response. I tried to ask the customer support but they told me they didn't know how long it will take for the team get back to me. I wish someone will get back to me regarding this.

  Business Response

  Date: 12/01/2023

  Hello! 

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

• Initial Complaint

  Date:11/14/2023

  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.

  Transaction was on October 6th 2022. The Crunchyroll store had migrated to a new platform which made all order history vanish awhile back. This was never fixed and therefore messed up orders going forward. I deigned to cancel my order due to this and receive a refund. I had the order successfully cancelled and was told to provide my PayPal email for the refund because the order was over 180 days old. I provided my email ************************** and after that I was never reached out to again. I contacted support multiple times after to which I was ignored once and another time I was told my issue would be escalated to a higher up and I would receive my money back within 72 hours. It's been over a week now and that has not happened. I've been basically robbed at this point. I read this exact issue happened to someone else and they said to contact BBB for results so here I am. I'll provide the order confirmation and cancellation details. I just want my money back... If you need any more details please contact me. Thank you.I ordered the item with a different email from my usual email. The item was bought with the email ********************* my contact email is************************** Thank you.

  Business Response

  Date: 11/27/2023

  Hello,

  PayPal refund will be issued. Please reach back out to the agent if you need anything else.

  Customer Answer

  Date: 11/27/2023

  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:11/14/2023

  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.

  Transaction 1 - Hime's Quest x2 (Order#*******)December 16th 2022 Pre ordered from CrunchyRoll est. shipped by 5/31/2023 Delayed to September Now Octoberer/November, see the item can be bought in store.Contact Customer Support (CS)Purchase some items for gifts since there's a sale.Hear nothing from system after a couple of days Ping them again, multiple times, put in new tickets, find the chat option ask them for help, they can only basically put in a ticket for me.Get a chat agent that says they'll put me at "tier 2", wait 2 days, no response.No emails back, chat (while at least very kind) could do nothing to help me.Been nearing 2 weeks, and no response from the "ecommerce" team.Transaction 2 - Three Figures (order#********)Purchase 3 figures (particularly because one is harder to find and it was as a gift but doesn't release until Nov 31st). Each figure is ~33$ + tax Purchased November 4th.Get a "order confirmed" but a few days go by, nothing.Check my account, I see I have a purchase cost of ~110$, but see only 2 figures now.Check Credit Card and see that only 73$ has been taken out, but I am now worried they will charge me for the 3rd figure but send me nothing.Contact support and ask them to cancel the pre-order item and just send me the other two.Nothing for a day or two Talk with chat and get a generic "thank you for contacting us" response and a "your item has shipped" email not too long after (unsure if that is coincidence or otherwise).It's been 4 days and the package has just been sitting as:Shipping Label ************* Awaiting Item ************, ** ***** November 10, 2023, 10:45 am Contact a few more times, nothing.For both issues, I found my "ticket" statuses and they simply were all marked resolved, but they did nothing to help me, they just want to ignore the tickets.After seeing Reddit and other BBB complaints, I resigned myself to the BBB, I can provide anything else you need.

  Business Response

  Date: 11/27/2023

  Hello,

  Replacement order has been set up and the unshipped item from the order has been cancelled. Please reach back out to the agent if you need anything else.

  Customer Answer

  Date: 12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20871985.  It took a few days for the last items to come in. Crunchy roll has 1) Completed the 2022 Order.  2) Completed the 2023 Order. 3) Canceled the one item from 2023 (as I requested).  They have fulfilled everything as requested, and there's nothing left outstanding as far as I can tell.

  That said, the entire issue took about a month to get resolved, and in that sense I am personally very dissatisfied and do NOT trust or recommend purchases from the company due to their website, shipping processes, and issue resolution time/processes.  A claim was made by a rep that the delays and issues were caused by moving warehouses, but (as far as I am aware) this was stated nowhere on their website, nor in emails, nor in tech support.  They did merge with RightStuf, but that was a while back, so they are either not keeping customers updated on delays and issues, or are not being completely honest about why issues are occurring.  

  I appreciate you reaching out to Crunchy Roll and appreciate the individuals at CR who did try to help, and those who got my issues resolved.  I recognize that this is more an issue with the process and not as much the individuals (or only a select few individuals).  I was able to contact a director who was very kind and forthright, so I do have hopes that things will change for the better in the future. 

  This is all the more I have to say on the subject at this time and require no further action.

  Sincerely,

  *****

• Initial Complaint

  Date:11/14/2023

  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.

  Contacted customer support from Crunchyroll on NOV 4, 2023 to submit a ticket for a book that was damaged from packaging. I've since recived two emailed over that week telling me they moved my issue to a Tier 2 eCommerce support specialist to further assist you with an exchange or return request (Nov 5th), it's now Nov. 14th and both emails they have sent about my complaint said there is no time frame in the response. . So if they wait until the return/refund eligibility to expire before getting back to me what is the point of having customer support? I litterally just ordered another copy of the book because I didn't want it to go out of sale before they got back to me on the issue and the new one I've order is already shipping out of the warehouse.... what is going on here? I've attached all the emails I've recived to this complaint along with a picture of the ************ it was shipped in.

  Business Response

  Date: 11/27/2023

  Hello,

  Refund was sent as requested. Please reach out to the agent to resolve the issue.

  Customer Answer

  Date: 11/27/2023

  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:11/14/2023

  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 made an order through Crunchyroll's store to purchase the SSSS.Gridman limited edition Blu-ray on sale, they shipped me an destroyed copy that was listed as new. I contacted support 4 times for a replacement and have create 4 cases through there website that they supposedly escalated, I have not gotten a response in over 12 days and counting. I suspect they are not responding to get past the refund eligibility date. If so I will be be contacting my bank and cc company and if I have to I will be creating a dispute if my issue is not resolved. My order number was ********, my tracking number for said order was ************.

  Business Response

  Date: 11/27/2023

  Hello,

  Replacement order has been set up as requested. Please reach back out to the agent if you need anything else.

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20869661
  
  I am rejecting this response because:
  

   

  i have not received a tracking number for a replacement in over a week from you guys nor have I received the actual replacement.

   

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

  Business Response

  Date: 12/05/2023

  Hello,

  After shipping delays, the replacement order has shipped out. Please reach back out to the agent if you need anything else.