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:10/29/2023

  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.

  I pre-ordered a plushie from their website back in January 8, 2023 called "pochita tongue out 10''. I paid $26.52 USD for it under my paypal account (with ************************ email). The website stated that the pre-order would be released sometime within October 2023. The only email I got was one in January 8, 2023, which was the same day I ordered. It contained my order confirmation number which was *******. I did not hear back from the company until mid July 2023, where they stated in their email that they are experiencing some delays due to a warehouse move after not hearing from them for 6 months. Now, it has been three months since I have gotten that email and I have yet to receive another update regarding my order status or anything. I have tried contacting customer service through chat multiple times and told them I want to cancel my order and want a refund. So, I was redirected to a different department that could help me through email. The email stated that someone would contact me shortly but no one ever did. I am very upset with the lack of communication from this company and the poor customer support they provide. I do not want nor care from the plushie anymore, I just want my money back. I am tried of playing the waiting game just so they could ignore my request along with many other people who are experiencing the same issues.I have tried disputing these charges through paypal but I was unsuccessful since it passed their 180 day deadline.

  Business Response

  Date: 11/07/2023

  Hello,

  This order was refunded as requested.

• Initial Complaint

  Date:10/26/2023

  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.

  Canceled service 3 months ago and continue to be charged even though I'm told my account is canceled and won't be charged again. No card is on file and membership is canceled. It's not even about the money, it's the fact I canceled months ago and they continue to charge my card every month. I'm at the point where I'll have to cancel my card and be issued a new one. Causing me the hassle of renewing all my important monthly charges of various accounts.

  Business Response

  Date: 11/07/2023

  Hello,

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

• Initial Complaint

  Date:10/24/2023

  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 pre-ordered an item, from the Crunchyroll Store, in Nov 2022 that had a release date of Sep 2023 and paid the $140 in full upfront. The release window came, the item has been put up for sale and listed as "in Stock" on the online shop but I have yet to even get an update on the status of my item. I've contacted their customer support multiple times about this issue and it never makes it beyond them saying they will elevate/escalate or look into my issue. I've been told to give them ***** business days, they have come and gone without resolution. Once the initial contact and "support" has been given, the customer support member/team becomes unresponsive. They have no phone based customer support. I've tried email, multiple times, and live chat (the customer service rep just moved me to email based support within 5mins of the live support session start) with the same results of nothing happening and no one contacting me about any new information beyond "it's being escalated" or "wait x number of days and we'll have more information for you". I know it's not a high value item and I've really tried to resolve this with the company directly but at this point I feel like they're just waiting for me to stop bothering them and eat the loss. I'm a customer, I paid for an item and I deserve to either get my item or a refund. Would prefer the item over the refund but at this point I just want a resolution. I've attached a screenshot of the email when I ordered in Nov **************************************************************** stock and available for purchase.

  Business Response

  Date: 10/27/2023

  Hello,

  After shipping delays, this order was refunded as requested.

  Customer Answer

  Date: 10/30/2023

  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:10/19/2023

  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.

  I have been a member of Crunchyroll since 2017. I'm part of the Ultimate package. One of the benefits of the package is what is known as a "swag bag". I have never received this swag bag and every time I reach out to them in regards of the issue. They ignore the emails and phone calls.

  Business Response

  Date: 10/30/2023

  Hello,

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

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20755898
  
  I am rejecting this response because this does not take into account the lack of fulfillment from prior years or the disregard in my attempts to reach out.  Even now you say you're sending something out yet have provided no proof. In order for this to be resolved you'll need to fulfill every year I've been a member and your unwillingness to fulfill your agreement for the items promised. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/02/2023

  Hello,

  We have sent two codes to the customer and it appears that the notifications were disabled as we have not received a reply back. Please reach out to the agent to resolve the issue. 

• Initial Complaint

  Date:10/19/2023

  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 order figures from Crunchyroll.com. They take pre-orders with full upfront payment. I have multiple open orders with them at this time.Two of them were delayed, which can happen for these items. But they currently are in-stock, actively selling them, and the company will not ship me my purchased items.The Orders are #******* - One Piece - Trafalgar Law Playback Memories Portrait.Of.Pirates Figure #******* - ************* - *************** ARTFX J 1/8 Scale Figure

  Business Response

  Date: 10/23/2023

  Hello,

  Due to shipping delays, this order was refunded. However it was not cancelled, so that it can eventually ship out.

• Initial Complaint

  Date:10/16/2023

  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 a figure on the Crunchyroll store in December of 2021. They are now 6 months past the expected ship date. Not only have they failed to ship out preorders, they now show the figure as in-stock and have been shipping out orders for people ordering them currently. They need to ship out my pre-order now.

  Business Response

  Date: 10/19/2023

  Hello,

  We have refunded the order and are working with the customer to place another order for the item to do a price adjustment to honor the pricing of the original order.

  Customer Answer

  Date: 10/19/2023

  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:10/13/2023

  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.

  Order ******** was placed in April 2023. At the time I was billed for the full amount of the order $427.90. Then the pre-order items come in a few days ago and I was billed the full amount again! Then I got an email today that said they didn't bill it, which is totally incorrect. Attaching screenshots.

  Business Response

  Date: 10/19/2023

  Hello,

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

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20732542
  
  I am rejecting this response because: they wrote but didn't fix the issue. They still acted like they hadn't already taken the payment.  Then they haven't sent out the already paid for in April items. Then they charged MORE money for something unknown. Not resolved. 
  Sincerely,
  
  ***********************************

  Business Response

  Date: 10/23/2023

  Hello,

  We have completed our refunds of the charges. We can not refund "authorization" amounts because those are not actually charges. As they are not charges, there is nothing to refund. If you are not seeing refunds of the actual charges, you will need to clarify with your bank as we have refunded already. Most banks show completed refunds within 3 to 5 days. Screen shots of the refunds have been provided to you from our customer service agent. If you have any other questions you can work with the agent who contacted you.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20732542
  
  I am rejecting this response because:
  I explained to them that it was supposed to work in the manner they suggested,  but it did not. The funds did not return to me. Further, they took funds they admitted they would not have been ***********. They also have not sent the items in question though payment has been proven.
  Sincerely,
  
  ***********************************

  Business Response

  Date: 10/24/2023

  We have fully refunded. This customer will need to work with their bank going forward.

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20732542
  
  I am rejecting this response because: the first full charge of ****** went through in April. My merchandise was paid in full at that time and I haven't received half of that order. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:10/07/2023

  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.

  I canceled my service and requested a refund same day, customer service told me they went ahead and processed the refund. A week later I dont see anything I contact my bank, nothing, then I contact crunchyroll again and they said wait for an email from their billing team, another week goes by with nothing. I contact them again and they said the same thing its been almost 14 days and it seems like this is a problem with crunchyroll according to other peoples reviews online. Its not just about the money but yet the principle

  Business Response

  Date: 10/18/2023

  Hello,

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

• Initial Complaint

  Date:10/02/2023

  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 have been contacting this company for the past two and a half weeks now with no luck whatsoever.What has happened is that I pre-ordered a video game back in January that's only sold on their website and as of almost 3 weeks ago I found out that the game was in stock from a friend. I don't know how long it has been in stock but it is in stock. I haven't received my order whatsoever so I attempted to send two emails to the company explaining that I never received my order and the order is also not in my account because I used my mom's PayPal to make the purchase so it seems like it's under her email. They refuse to get back to me about the issue so I contacted them today on October 2nd and I spoke to somebody named ***** and I told her the same issue and she more or less this pushed my issue aside and said that she's going to tell somebody else about it. So I'm just going to speak the truth it seems as if I'm dealing with a whole bunch of college kids that don't really care about what's going on but as of right now I'm out of money and it seems as if I'm not going to be getting sent my goods whatsoever.I also cannot open up a PayPal claim because it been too long so I'm out of luck there as well I'm fully relying for the company to do the right thing and send me my goods or this give me a full refund. But as of now is a shame that I have to go through all of this work and process to try to figure out how to contact them because of how unprofessional they're being to contact them as a business or for them to actually take care of a problem as a business.

  Business Response

  Date: 10/10/2023

  Hello,

  After shipping delays, this order was refunded as requested. However it was not cancelled, so that it can eventually ship out. 

  Customer Answer

  Date: 10/10/2023

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

   

  I did get sent a refund. But they also said that they would be shipping it out because of the trouble. If so thank you very much. But as of now I did get a refund and it seems like someone finally saw my emails that I have been sending. I'm not happy with all the trouble this was only to contact them on multiple different sites even social media. Because a email should have been fine. But as of now it was fixed. 

• Initial Complaint

  Date:09/30/2023

  Type:Billing 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.

  The business keeps charging me, despite not providing me with any services! I raised the issue on September 6th that there was major issue with my account. This all started because VRV members were automatically upgraded to Crunchyroll when VRV shut down.I have contacted this business 7 times: (over chat on August 6th, over email on August 11th, over email on August 12th, over email on September 18th, over email on September 21st, over email on September 24th, and over email on September 30th)I have provided this business with 11 different types of information to confirm my identity as the owner of the account: ( date of the most recent credit card charges, amount of the charges, credit card's brand, credit card's expiration date, billing zip code, last 4 digits of your card number, my email, my phone number, my street address, a screenshot of the last 6 months of VRV charges to my bank statement showing the transaction #, and my VRV username.)This business cannot fix my account or provide me with the services that I am paying for, even though I have clearly proved myself as the account owner.After weeks of making no progress with customer service, I finally asked that delete my account and stop charging my card. Yet, they still keep charging my credit card and refuse to remove my account. Also, the customer service team sends me bizarre and unhelpful emails, like emailing me "Please let me know if you are familiar with the expiration date 2020/05?". Why would that date matter? They won't explain the questions they ask in their emails.I pay them $10.58 per month, but haven't had a working account since VRV was shut down in may.

  Business Response

  Date: 10/11/2023

  Hello,

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