We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Internet Services

Crunchyroll.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 246 total complaints in the last 3 years.
  • 52 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:11/14/2023

    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.
    I have two orders with multiple items that are now in stock/sold out on Crunchyrolls site. I have tried to reach out multiple times via email, chat and instagram without a response from the relevant team. Please ship this order:Order 1: Order ****************** Transaction ID: ************* Paypal Invoice ID: ***************** Date Placed: 12/23/2022 Order total: $105.38 - **************** Given Nendoroid (out of stock)- *********** Given Nendoroid (currently in stock)- *********************** Chainsaw Man Nendoroid (currently in stock)Please Cancel This Order:Order 2: Order #******* Date Placed: 02/16/2023 Order total: $86.69 - Nagi Seishiro Blue Lock Nendoroid (currently in stock)- Revy Black Lagoon Nendoroid (coming soon)

    Business Response

    Date: 11/27/2023

    Hello,

    Orders were shipped and cancelled as requested. Please reach back out to the agent if you need anything else.

  • Initial Complaint

    Date:11/13/2023

    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 placed order SO4207788 (EVANGELION:3.0+1.11 THRICE UPON A TIME Collectors Edition 4K Ultra HD/Blu-ray) at Righstuf on 8/1/2023, but that business merged with Crunchyroll before my order was shipped. While it was in transit, on 10/31/2023, I did not want the order anymore, so I asked if I can return that order for a refund. Their customer support has not responded in two weeks, and I want to be able to return order SO4207788 within Crunchyroll's 30-day return policy for my refund.There is concern over their willingness to do that based on other peoples' experiences with Crunchryoll's store. I just want this whole deal over with and my $77.28 back.

    Business Response

    Date: 11/14/2023

    Hello,

    Shipping label was provided for a return for refund. Please reach back out to the agent if you need anything else.

  • Initial Complaint

    Date:11/11/2023

    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.
    Hello,We ordered this Albedo figure on 3/24/2022. It was supposed to ship in January 2023.Can you please refund our order: ******? We have a new card now, please email us to obtain the updated card info for the refund. The card used to purchase this order has expired.I don't know what's happened to your customer support or pre-order process in the past few years....but it's been terrible. Does anyone from corporate monitor the Crunchyroll Subreddit?There are tons of complaints..some see the figure they preordered instock online before receiving their order. I love the streaming services this company provides. It just seems like things have gone downhill since the merger. I'm sorry for the rant, but it's just disappointing.Thank you.

    Business Response

    Date: 11/14/2023

    Hello,

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

    Customer Answer

    Date: 11/15/2023

     
    Complaint: 20856942

    I am rejecting this response because: We have a new card......where did you refund it to? The refund will likely be rejected because you sent it to an expired debit card. Can you please email us to set up the refund with our new debit card????

    Sincerely,

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

    Business Response

    Date: 11/15/2023

    Hello,

    We can only issue a refund to the same payment method that is used for the purchase, an exception was made for it to be sent through PayPal. Please work with the agent to resolve this issue. 

    Customer Answer

    Date: 11/20/2023

     
    Complaint: 20856942

    I am rejecting this response because: I'd love to work with tour agent on this.....No one has reached out me about setting up the refund through paypal........Can you please ask them to respond?


    Sincerely,

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

    Business Response

    Date: 11/28/2023

    Hello,

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

  • Initial Complaint

    Date:11/08/2023

    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 preordered items November 2022 and still have not received the items. The items show as in stock on their website. I have been emailing them and have no received a response in months.

    Business Response

    Date: 11/15/2023

    Hello,

    Replacement order has been setup to ship out soon.

    Customer Answer

    Date: 11/17/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and if a replacement order gets shipped out to me as stated, I will find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:11/07/2023

    Type:Product 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.
    Dear Better Business Bureau,I am writing to file a formal complaint against Crunchyroll, an anime streaming service On 11/7, I noticed an unauthorized charge of $9.99 on my credit card, which was made by Crunchyroll. It is important to note that I had not used their service since the beginning of this year and had no active subscription or agreement with them at the time of the charge.I immediately contacted ***********'s customer support to address this matter and request a refund for the unauthorized charge. The agent I spoke with, whose name is ************, exhibited highly unprofessional behavior and was blatantly rude throughout our interaction.************ initially denied that any charge had been made, even after I provided a screenshot of the transaction clearly showing *********** as the recipient of the payment. Rather than acknowledging the issue and attempting to resolve it, ************ dismissed my concerns and effectively told me to "f*** off."I found ************'s conduct during this interaction to be offensive, disrespectful, and unbecoming of a customer support representative. His refusal to acknowledge and rectify the unauthorized charge, even when presented with evidence, was deeply frustrating.My primary objective in filing this complaint is to request a full refund of the $9.99 charge made by Crunchyroll, which I consider to be an unauthorized and unjustified deduction from my account. Furthermore, I believe that ************'s conduct warrants disciplinary action and professional training to prevent such unprofessional behavior in the future.I am extremely disappointed in my experience with *********** and firmly believe that their actions are unacceptable. I kindly request your assistance in addressing this matter promptly and effectively. I trust that the Better Business Bureau will take the necessary steps to ensure that Crunchyroll rectifies this situation and holds their employees accountable for their behavior

    Business Response

    Date: 11/13/2023

    Hello,

    It looks like this issue was escalated by the agent and a manager already refunded the charge.

    Customer Answer

    Date: 11/13/2023

    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:11/07/2023

    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 have file 5 reports with customer service with an incomplete order ********, that has been sitting since October 11th, with no updates from the company. 1 product should have been shipped on Oct 17th, the other Oct 25, and the latest Nov 7th. I still haven't received a response from any of the 5 attempts to reach out to them. The next option is to dispute the entire charge.

    Business Response

    Date: 11/15/2023

    Hello,

    Package shows as delivered by the shipping company. Please reach back out to the agent if you need anything else.

    Customer Answer

    Date: 11/15/2023

    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.

    Sincerely,

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

  • Initial Complaint

    Date:11/06/2023

    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 purchased a figure from Crunchyroll store on Febuarary 17th 2023 that was supposed to be shipped on the 31st of october. It is now the 6th of november and i have recieved no updates on the status of my order since Jun 14th when i was assured that it disapearing from my order history wasnt an issue. I have since tried getting in contact via email support and through their social media channels, and 5 days later no response from any. I would like to recieve my figure, and if thats not possible i would like a full refund to my original payment method. The order number is *******.

    Business Response

    Date: 11/07/2023

    Hello,

    Order was successfully migrated and will be shipping soon. Please reach back out to the agent if you need anything else.

  • Initial Complaint

    Date:11/04/2023

    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.
    I signed up for Crunchy Roll to try on 9/22/2023. I used the one-month free trial. After the trial ended, I was charged $10.99 on 10/6/23. I contacted Crunchy Roll on 10/7/23 for a full refund because I didn't want to continue with them. A representative via chat told me she processed the full refund for me, and it would appear in my account in 7 to 8 business days. I asked the rep for a confirmation email, and she said that *********** does not provide confirmation emails. She assured me that the money would be back in my account.It is 11/4/2023, and the $10.99 has not been refunded to my account. It's been a month with no refund. I demanded my money as I had not had access to Crunchyroll premium since the free trial ended.This company does not have a number customers can call, nor do they offer confirmation emails to orders. They don't even have a time limit of when they get back to people. Online, I have seen many people have issues getting responses from this company; therefore, I have anxiety about receiving my money back without assurances, as I cannot trust the word of its representatives.

    Business Response

    Date: 11/07/2023

    Hello,

    A refund has been issued. Our customer service has reached out. Please work with the agent to resolve the issue.

  • Initial Complaint

    Date:11/01/2023

    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.
    I have been trying to get a hold of customer service for over a week and a half. They keep escalating new tickets via email and I have yet to receive a single response to any of these tickets. I am trying to get in touch with a person who will cancel all of my orders and refund me on my Right Stuf membership. I cannot get a single person to respond at all. I dont believe that there are actual people servicing the emails because its been so long response from any of the tickets I want is a full refund on all my open orders (I can provide all order numbers upon request ) because they were prepaid with Right Stuf and a refund on my Right Stuf membership fees.

    Business Response

    Date: 11/07/2023

    Hello,

    It looks like an order was canceled and refunded. Please reach back out to the agent if you need anything else.

  • Initial Complaint

    Date:10/31/2023

    Type:Product 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 was charged for a months subscription after I cancelled the subscription. I called they said I would be refunded I have yet to receive a refund that was almost 3 months ago

    Business Response

    Date: 11/01/2023

    Hello,

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

    Customer Answer

    Date: 11/01/2023

    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,

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

Crunchyroll.com is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.