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:10/19/2023

  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.

• 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.