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:11/07/2023

  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.

  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:

  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 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:

  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 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:

  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 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:

  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 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:

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

• 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.