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:07/26/2023

  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.

  On 7/26 Crunchyroll charged an account that had been cancelled months prior. I don't think it was a mistake and I do believe this happens to many others. I won't be satisfied with a return as this isn't the first time it has happened. Aside from the return I would like a payment waiver on my actual account for my inconveniences. I will be providing the information to that account after your reply.

  Business Response

  Date: 08/07/2023

  There are no charges on the account of the email provided.   If there is another email involved the customer should reach out from that email to our customer service.   Sometimes customers open multiple accounts to take advantage of free trials.   The customer should still cancel those other accounts when they no longer want them to avoid being billed.  If the customer can not remember the other accounts they have made, they can still work with our customer service agents to find the account via billing information.   With the correct billing information we can find any account that is being charged.  Hope that helps.  Again the email referenced has no subscription or charges.

• Initial Complaint

  Date:07/20/2023

  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.

  I've been trying to cancel the cruncyroll account for over 2 years. Originally i was told "my email " didn't have an account, so i disputed charges and that didn't stop the charges, i even tried calling the number listed on the bank charge and that was just a automated message that didn't help. so when my husband's debit card was set to expire in February of 2022 I thought the charges would finally stop, but then somehow you continued to charge me. So I again tried to dispute the charges and that didn't work. It wasn't until I finally got an email that said my payment was unsuccessful that I was able to get into the cruncyroll account to try and again cancel the subscription. Even then it wouldn't allow me to cancel, just kept giving me an error message. So I deleted my payment. I originally paid for crunchyroll for the summer of 2019 for my child, and she hasn't used it since but you continually charged me $9.99 for 4 years, which 2 of them I was unaware. The other 2 was spent disputing.I am beyond upset that your company has made it virtually impossible for my family to cancel an account that we thought was done with in August 2019. And instead has profited approximately $500 since. And all that was done to resolve the issue was a $9.99 refund, when they can look up the account and see it hasn't been used in 4 years! Do better.

  Business Response

  Date: 07/24/2023

  Hi there,

  Was there another email address used to contact us previously?  I'm not seeing the contacts you mention under this email address.  Please let me know what that was so we can sort this out for you.

   

• Initial Complaint

  Date:07/20/2023

  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 contacted crunchy roll support about suddenly not being able to stream videos and have got no where with there T1 support as they only read scripts, I think either my ip or my isp's asn address block has been blocked by there cdn. I have informed them that,I have attempted to watch for example,series Utawarerumono Mask of Truth episode S1E15 and only get a loading circle (I even provided a 1 minute video of this)I tried in both,firefox 115.0.2 (64-bit)and chrome 115.0.5790.99 (Official Build) (64-bit)that my ip is 173.21.25.73 that my os is EditionWindows 10 Home Version22H2 Installed on?6/?18/?2020 OS build19045.3208 ExperienceWindows Feature Experience Pack 1000.19041.1000.0 that ive restarted both modem and router, ive even changed dns from cloudflare (secure) to ****** (so not secure)there reply? They didnt read my message at all and wasted my time telling me to do every thing I already did.This is NOT a problem on my end, its on theres, I want it fixed or I want my money back, im not paying for a service they cant render. And are unwilling to provide support for.

  Business Response

  Date: 07/24/2023

  It looks like this was already worked out.    If there are still issues the customer should respond to that agent who last contacted them.

   

   

  Customer Answer

  Date: 07/24/2023

  Better Business Bureau:
  
  I accept, but the entire ordeal could have been avoided by placing a notice where the player would be when opening it in a new tab. because they chose not to do that we users where sent on a wild goose chase. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/18/2023

  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.

  For the past 3 to 4 seasons, we have not been getting a single backlog dub, Ever Since *************************** took over as President of Crunchyroll things have started going south, from no backlog dubs to rarely any weekly transfers from funimation and late transfers, late dub uploads. Stopped uploading 1st episodes on the ******* channels. ****** is only stealing customers money and is using them just for indian fans and gives fans here in america c*** ****** is unfit to serve as president of Crunchyroll. I have contacted customer support for the past 3 to 4 seasons addressing this and Customer Support didn't give a s*** about it. Crunchyroll has staff that are not customer friendly. Also, Precure is celebrating 20 years on air and both Crunchyroll and Toei Animation are not being fair to international fans. For such a long time now we've been asking for the entire precure catalogue to be on crunchyroll including movies and crossovers. Yet **************** didn't give a s*** about it. *********************** is the biggest mistake to run Crunchyroll, he truly must go. GIven everything I just talked about in this problem, ****** is to blame for this entire mess he left us in. Had ****** not joined Crunchyroll we would have gotten more dubs and more everything. Purini Corrupted Crunchyroll with his greedy hands. Yet Along no outsourced studios have been used. On Behalf of many complaining fans, we ask you please fire purini, he caused enough damage to crunchyroll more than he helped us fans.

  Business Response

  Date: 07/19/2023

  Our customers a clearly passionate about their dubs.   You are certainly proof of that.  While we can't promise specific dubs, know that we are working on many more dubs and are posting new dubs all the time. 

  With millions of fans worldwide, we may not agree with all opinions, but we do listen to your feedback.  Hopefully our upcoming offering on dubs will fit what you specifically are looking for.

   

   

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20342487
  
  I am rejecting this response because:

  Crunchyroll continues to make excuses and for the past 3 seasons going into 4 we didnt get a single backlog dub announcement. The backlogs have been 1 backlog a season. This needs to be addressed. Crunchyroll President *********************** is to blame for all of this mess he left us in. If anything Purini needs to be fired ASAP

  
  
  Sincerely,
  
  Appledude1221 Productions

  Business Response

  Date: 07/19/2023

  Thank you for sharing how you feel.  We have already responded to this issue.

  Customer Answer

  Date: 07/19/2023

   
  
  

  Complaint: 20342487

  
  I am rejecting this response because:

  at This point, I just want some backlogs already

  
  Sincerely,
  
  Appledude1221 Productions

• Initial Complaint

  Date:07/08/2023

  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.

  On May 28, 2023 I purchased an in-stock figure from crunchyroll (order #********). Their website advertises that in-stock figures will be processed within 1 to 5 business days and shipped within 2 to 7 days. My order is currently still listed as 'processing' 40 days later. I have contacted customer service to have my order cancelled and refunded, but have not heard any information in regards to this cancelation actually being processed and I have not received a refund. I initially submitted a request to have this order cancelled on June 19, 2023 and did not hear back until June 22, 2023. I have not received any emails regarding or confirming the cancellation of my order for 15 days, despite sending follow-up emails. Additionally, my sister and I share the crunchyroll account and both have open pre-orders that were ordered towards the end of 2022. These pre-orders are no longer listed on the account. I have email confirmations confirming the 4 open pre-orders and the money has already been withdrawn from our respective bank accounts. When I try to check the status of the pre-orders, it says the orders do not exist despite having email confirmation and the money already withdrawn. I do not wish to cancel any of these pre-orders, but I am worried that the orders have been deleted. If the orders have been deleted, then neither my sister or I have received any sort of notice or refund.

  Business Response

  Date: 07/17/2023

  An agent responded to this request confirming the cancelation and refund.   If anything else is needed please reply to the agent.

   

  Customer Answer

  Date: 07/17/2023

  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:07/05/2023

  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 made a purchase June 1st of 2023. I was told through email to give it **** business days around June 16th. It is now July 5th and theyre no longer responding to emails. About my purchase.

  Business Response

  Date: 07/06/2023

  This order was split up with the available item shipped and the missing item refunded.   A customer service rep is working with the customer to clarify expectations.

   

• Initial Complaint

  Date:06/29/2023

  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.

  Someone used my banking information and signed up for a subscription to this company without my authorization. I have been trying to resolve this issue for over a week now. I want a refund for money + foreign currency fee and I want this subscription cancelled. The company is working on the issue at a snails pace and only through email. I want to speak to someone and I want my issue resolved. I am afraid that I will be charged a second time, as it is being investigated.

  Business Response

  Date: 07/17/2023

  An agent previously reached out to assist.  However we did not receive a reply with the details we requested.   Without the actual information we can't help the customer.   We need the basics of the charges such as currency type amount etc.    If a customer works with our agents we can get these things sorted out pretty quickly.  Hopefully they will reply to the agent with the needed info.

   

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20254796
  
  I am rejecting this response because I replied to Crunchyroll.com with the basic information that was requested on June 29th, as seen in the attached copy of the email. They then asked for additional information, but my bank could not provide that, so I emailed asking them to please advise my next steps. Again, I received no response from them.
  

  I also email them daily and never get a response (except to ask me to rate my experience) and I initiate a conversation through their live chat feature almost daily and always get the same response: I promise- we are working on it. But there is no way to speak with a person on the phone which is unbelievable to me.
  

  It is now almost three weeks later from the time I filed my complaint with BBB. I am afraid that my account will be soon be charged again, as the original unauthorized purchase for a monthly subscription was made on 6/20/23. I cannot believe this business has no way of tracing nor stopping fraudulent charges. That is unacceptable in this day and age. 
  
  Nida Del Pup

  Business Response

  Date: 07/19/2023

  It looks like with the additional info, an agent was able to find this charge, cancel and refund.   Please respond to the agent if more support is needed.

• Initial Complaint

  Date:06/17/2023

  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 had an Ultimate Fan membership for over a year. Under the membership I am supposed to get a Nendroid discount code, which I had to find online as they never directly gave it to me. I have it, but has NEVER worked. I have tired contacting customer service multiple times in the last 6 months, which I get a standard form reply of "We'll escalate it". Nothing is ever done. I have to constantly keep reopening support cases. I have done everything they have asked me to do--sending screenshots, making sure I'm logged into both Crunchyroll and the Crunchyroll store. Nothing works. Now, I'm not even getting the Crunchyroll store discount coupon I am entitled to as an Ultimate Fan Member. Once again, I contacted support over 2 weeks ago. 8 days ago I get yet another standard reply that it would be escalated. I sent the requested screenshot showing the Nendroid code DOES NOT WORK and I have not received my coupon I am entitled to. 4 days ago, I sent a reply I have not heard back. I sent yet another reply today. These memberships are a scam. I even tried to contact them on social media, yet no one ever bothered to reply. Even though my membership year anniversary was in May, I was also told I was going to get a swag bag code in July--I can only hope, though with the lack of communication and resolution to my complaints I doubt it. I am paying extra for a premium membership and getting NOTHING in return expect access to episodes and no ads, which I can get at a far cheaper price. Or use another service like HiDive. I would like this company to honor their commitments to their customers. I am paying for a service and benefits I am not receiving. There are other benefits to an Ultimate Fan membership that I am assuming no one is receiving due to covid--there certainly have not been any events or promotions.

  Business Response

  Date: 06/26/2023

  It looks like an agent is working with this customer to get their code working.

• Initial Complaint

  Date:06/09/2023

  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.

  Sometime in 2021, around the time of the new User Interface rollout, I cancelled my Crunchyroll premium membership. In short, I cancelled my membership with Crunchyroll approximately 2 years ago. My membership page on the website as of 6/9/23 shows that I no longer have a membership with Crunchyroll, and that I have no payment information on file with Cruncyroll (see screenshots). I even checked for alternate premium accounts that I may have forgotten about, and no such active premium accounts exist. I have no active premium accounts with Crunchyroll and I have not had an active premium account with Crunchyroll for approximately 2 years. However, Crunchyroll has been fraudulently charging my credit card $10.63 each month on the 26th of the month for the past two years or more. At this point, *********** has stolen more than $200 from my bank account, and refuses to provide me with the exact date of my membership cancellation so that I can calculate exactly how long the fraud has been going on, and exactly how much they owe me. And as if that weren't bad enough, my credit card expired in November of 2022. Therefore, I had to get a new credit card at that time. My new credit card has the same credit card number, but a new expiration date and a new CVC code, as is standard practice. Since I no longer had an active membership with Crunchyroll when I received my new credit card, I obviously did not update my card information with Crunchyroll because I had no account with them. There was nothing to update. The website showed no payment information on file, and I had no premium account (see screenshots). And yet, *********** still continued to charge my new credit card as if nothing had happened. This is highly illegal and implies serious intentional fraud. I want to know the exact date that my membership was cancelled (user: *************, email: *************************** and I want payments stopped immediately. I also I want the stolen charges refunded immediately.

  Business Response

  Date: 06/20/2023

  The accounts mentioned here were not charging the customer. The customer created a 3rd separate account and signed up for the service under that address. Then they apparently forgot about it. We were able to locate this third account, cancel, and refund. We reached out to the customer to let them know.  As a reminder, every customer is responsible for canceling any service they sign up for.  

• Initial Complaint

  Date:06/07/2023

  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 placed an order of two in-stock items (order #********) on May 25th 2023 with the understanding that it would be shipped between 1-5 business days as stated in their FAQ. This has not happened- I only received one item from my order so far and the status of the other is still "Processing". The website says that tracking information will be provided once an item is shipped, but that also is untrue; I haven't received any such e-mail for either items. I only got the tracking number for the first item by reading it from the box it came in. I tried contacting their customer representatives twice about the other item, the earlier attempt being on June 1st, and have not received a reply. I paid $76.87 total for this order, and the item I have yet to receive is $26.95 plus tax. Normally I would not care how long it takes to ship as I believe myself to be patient and understanding, but this was a gift and I can't even get a simple answer about its whereabouts. I want to know the status and tracking information for the 2nd item please.

  Business Response

  Date: 06/13/2023

  A customer service agent has reached out confirming the refund on this order.  Please reply to the agent if anything else is needed.

   

  Customer Answer

  Date: 06/14/2023

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