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:09/29/2023

  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.

  My bank debit card was digitally stolen, likely from a skimmer placed at a gas pump. The thief used my card to make two purchases at CrunchyRoll.com. The company did not care that a different person from a different state used a stolen card. I alerted my bank of the fraudulent charges and had the card f disabled immediately. I then contacted CrunchyRoll.com so they can delete my card information and delete the criminals account, who was likely using more than one stolen card within their company. Theyre tied to a large-scale gas pump card skimmer operation. That is the least anyone would expect from a reputable company.But CrunchyRoll is not reputable. It has taken no disciplinary action and isnt proactive in deleting the criminals account, was uncooperative with me AFTER obtaining proof I was the (now closed) card holder and their account user was not, and recently has sent me emails asking rm to close my very legitimate bank disputes in order to receive any assistance! They refuse to delete my card or bank information that was not authorized by me and only was uploaded to their site by a thief. They support and perpetuate identity theft, and I do believe they would still be charging my card today if my bank hadnt cancelled it immediately. I do not believe they are compliant with any state or federal regulations regarding personal information retention, and their lack of standards is horrifying. I do not believe they should be legally allowed to process debit/credit cards. They are considered high-risk by most or all US banks and seem to welcome fraudulent card use, and I can now unfortunately prove they the company sends emails trying to trick victims of card theft into closing bank disputes with their platform. They have proved they are not trustworthy enough to be allowed to process credit/debit cards in the US.

  Business Response

  Date: 10/10/2023

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

• Initial Complaint

  Date:09/28/2023

  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.

  I placed some pre orders during different dates (amounting to around $400 USD). The company updated their website to a new system and I can't see my orders on my profile anymore. The days the items were available came and went and I never received my items or haven't gotten a refund. Customer support, when contacted, said the following:"Unfortunately, the recent store update created a few discrepancies that we're currently addressing, and your orders ****** and ******* could not be shipped. I would like to suggest that we cancel them and issue a refund this way you may repurchase them right now since they are in stock. In the meantime please accept the following $10.00 coupon code"Mind you that they never contacted me to let me know they would give me a refund when they had these issues on their website. I had to proactively do so and if I didn't contact them they surely wouldn't send my items or give me a refund. The company has not issues any email or let users know about the items that they are unable to track due to the updates on their website. I still have some pre orders (worth up to $600) that I have no way of verifying if they will honor based on this past experience. This company is engaging in terrible practices for any online store as they are keeping customers items by not shipping them and not refunding them proactively until they contact them.Here are some threads you can find on the web about this practice affecting other users:******************************************************************************************************************************************************************************************************

  Business Response

  Date: 09/30/2023

  Hello,

  Thank you for working with our agent to resolve this matter. All orders were cancelled and refunded at your request. 

  Customer Answer

  Date: 09/30/2023

   
  Complaint: 20670343
  
  I am rejecting this response because:

  I am fine with the cancelation and refund, I accept that, however, I think a company this size and with the breadth of products they offer, should proactively reach out to customers to let them know their preorders are not being tracked and its up to users to reach out to make sure their items are shipped or to get refunded if they cant wait.

  It is appalling to me that you are waiting for users to do so and you are not proactively doing it yourself. That is completely deceiving. One example is one preorder I had placed months ago. The item was never sent to me and you didnt do anything proactively to notify me that you werent able to track my order. You had already charged me for this item when I preordered, and the product was released and sold out, while you never sent it to me nor refunded me until I asked for it. I consider these misleading practices because I have not reached out you as a customer you would have kept my money and the product shamelessly.

  I had 6 other preorders that I canceled because I realized the same thing would happen: you would keep the money, the product would be released and sell out and you wouldnt be able to send it to me because you dont have a way to track orders that were placed before your website migration. In the meantime I would be sitting at home wondering where my items were while you kept selling them and at the some time keeping the money of people who ordered them before your site migration. Its like you are selling pre ordered items twice.

  My request is that you improve your product or your comms because some users might be in the same situation. 

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

  Business Response

  Date: 10/10/2023

  Hello,

  Thank you for the suggestion.  We are sharing it with the management team.
  
  

• Initial Complaint

  Date:09/23/2023

  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.

  Got the free trial for verv streaming service. Cancelled it the end of April as the show I was watching stopped. Was unaware I was still being charged as it had been absorbed by company crunchyroll. When I was notified that my card declined the charge I immediately tried to reach out. I have received no responses. There is no number to call and since my account was under verv that website doesnt exist anymore. I just want my money back and this membership cancelled.

  Business Response

  Date: 10/10/2023

  Hello,

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

  
  

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

• Initial Complaint

  Date:09/16/2023

  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.

  I ordered the ***** product from this Crunchyroll thinking its a legitimate online store, I ordered the product on 9/9/2023 and they took my money out of my paypal account on that day, however nothing was communicated after the first email indicating my order was now in processing. Its now 9/16/2023 and there have been no communication regarding my products. the status is still on processing for the past 7 days. Seriously, I know it take time, but if you're going to take the money out of a customer account the day of order, you need to keep them in the loop as to the status or the reason its taking so long. I contacted them through their social media ******** messenger and email and was ignored with no response at all. All I want now is to be done with this place and get my ***** refund back to my paypal account. Had they keep the communication process going, I would had be understanding, but no email for 7 days is called bad customer service!

  Business Response

  Date: 09/25/2023

  Hello,

  Thank you for reaching out! 

  We were unable to find any contacts with the email address provided, but no worries an agent will be contacting you. 

• Initial Complaint

  Date:08/18/2023

  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 have received NO customer support after wanting to cancel 2 orders with Crunchyroll Store, owned by Ellation Inc., and waiting a week and a half with NO human response at all, just automatic unhelpful notifications of errors with my order and payment. I have contacted their automated chat services multiple times and receive the same generic response that "They will escalate my case" so that I should receive an emailed response. In the past, they always responded within 24 hours and easily cancelled an order when requested, but now, they are completely lacking in communication. I do not want them to try to charge me for orders that I have been attempting to cancel for nearly 2 weeks now. I want to cancel my unshipped orders due to a lack of trust or communication from their site because I no longer trust them as a business, and I no longer want a store account with them.

  Business Response

  Date: 08/24/2023

  It looks like both of these pre orders were canceled as requested.   Please respond to the agent you were working with, if anything else is needed.

  Customer Answer

  Date: 08/24/2023

  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:08/18/2023

  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.

  I placed an order on July 17, 2023. I received damaged products which I returned. It was delivered back to them on august 11th because they took several weeks to respond. I have not heard anything since. I have sent several email and spoke to a chat representative and they would not give me a phone number I can call or speak to someone who can help. I want a full refund for my order since I sent the damaged products back.

  Business Response

  Date: 08/24/2023

  It looks like this customer was already refunded.   Please let us know if anything else is needed.

   

  Customer Answer

  Date: 08/26/2023

  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:08/17/2023

  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 charged $7.99 and $9.99 since August 8th 2022 sometimes 3 or 4 times a month. Then I tried to contact them and they hacked into my phone and wiped out my intire funds.

  Business Response

  Date: 08/21/2023

  We have not received any emails from this address. We have no accounts with this address. We don't hack into people phones to take their money.

  If someone has charges on their bank account they do not recognize, they should contact their bank right away, dispute the charge,  and cancel that card to prevent it from being used anywhere else.  

  If anyone has questions about a specific charge from us, they can contact us with the charge details and we will help them find where the charge is coming from. We have Help links at the bottom of every page on our website.  Even if a customer has forgotten the account that was used to sign up, we can find the account, using the the card and charge details.  We are happy to help, just reach out to us through the Help web link on our site.

   

   

• Initial Complaint

  Date:08/12/2023

  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 made an order on this store.crunchyroll.com website for an item that totaled $68,43 on 08/11/23. The business said that my items will ship in 1-5 business days and be received in 2-8 business days. After I placed this order I did research online to see an estimate on when Id receive my order and and with everything I read it was all people with situations following the same story of waiting months for shipping, extremely poor customer service, and the difficulty to request for a simple cancellation with a majority needing to resort to charging back from their bank because of the companies extremely poor costumer service. After seeing these comments I immediately took steps to try and cancel my order but I am going down the same route that many unsuccessful people are going through to have updates on their orders. These people are not trying to resolve my issue. I have sent various e-mails to different addresses with no luck or response. My order number is ******** and I used my email address *****************

  Business Response

  Date: 08/14/2023

  Hi there,

  Can you clarify what went wrong with this order?  Was it outside the expected shipping date?

  Customer Answer

  Date: 08/14/2023

  Id like to end a complaint I filed on a company

   

  If you need any information please let me know to the email this was sent from

• Initial Complaint

  Date:08/06/2023

  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 went to their website to cancel my Crunchyroll membership and it said it was already canceled and wouldnt auto renew so I wasnt worried about it. Then it charged me again in august but still said it was canceled and wouldnt auto renew. When I contacted them about this they only sent automated responses ignoring my every concern and said they cant do anything Id have to go through Roku. Their website shouldnt be promising me I wont be charged if they have no information from Roku.

  Business Response

  Date: 08/08/2023

  This account is charged through a third party.  Third party charges such as Roku or Apple or ****** are handled by them.   We have no way of canceling or refunding any charges or subscriptions inside third party billing systems.  The customer will need to reach out to the third party for any info on those charges.

   

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20430351
  
  I am rejecting this response because: the company shouldnt be promising me its canceled if they have no way of knowing then. If I had known it wasnt canceled I would have then canceled it, but because their website told me it was already canceled and wouldnt auto renew I trusted their promise and was then billed again for a month I dont want  

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

  Business Response

  Date: 08/08/2023

  Billing contracts through third parties need to be changed with that third party.  The owner of the account needs to cancel any agreements they made with a third party.  There is no way to refund or credit a third party.   To help out we can offer you some free time on Crunchyroll, but we have no way of making any changes to a third party billing.   Sorry about that.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20430351
  
  I am rejecting this response because: all I want is a refund since I was reassured by your website that it was already canceled. I understand youre saying I have to cancel it through Roku, but your website assured me it was already canceled and I wouldnt be charged. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/10/2023

  Our systems don't reflect third party charges.  They are not made through us.  There is no way for us to refund a charge made through a third party.   You would need to reach out to that third party.  We can give you some codes for free time to try to help you out.  Our systems can't refund a charge we did not make.

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20430351
  
  I am rejecting this response because: I do not need free time for a service I do not use, you can easily see on my account activity I dont use it as well. I was charged because your website guaranteed me that it was canceled and I wouldnt be. Thats on your companys website, not the third party. There should absolutely be a way for your company to fix their mistake. If you cant refund the transaction there needs to be something else you can do. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/04/2023

  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.

  On 11/25/22 I pre-ordered an item on the crunchyroll website for $67.99 which was to be released on 6/30/23. When the release date approached I awaited a shipping email which did not get sent. I checked to see if the item was delayed, it was not. The item is in fact in stock. I opened a ticket with crunchyroll and got a response from the e-commerce ***** saying to be patient as the warehouse is having issues and to wait another *********************************************************************** a possible refund so I can simply purchase the item. I have not received any reply.

  Business Response

  Date: 08/08/2023

  After shipping delays, this order was refunded as requested.  We apologize for those delays.