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Business Profile

Internet Services

Crunchyroll.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Important information

Complaints

Customer Complaints Summary

  • 196 total complaints in the last 3 years.
  • 47 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/20/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    December 01, 2022, 00:38 first time contact to get my code.January 19, 2023, 23:52 last contact with their support January 19, 2023, 00:27 contacting Better Business Bureau,I been trying for over a month to get my ultimate Fan swag/loot code by contacting their customer support via Zendesk and yet to receive any contact from a swag/loot support member when they said they would Escalated,

    Business Response

    Date: 01/23/2023

    These codes are being sent out over the next two weeks as the product is made ready. We will not be able to jump the queue for any one specific customer.  We hope they understand.

    Customer Answer

    Date: 01/23/2023

    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:01/17/2023

    Type:Product Issues
    Status:
    Resolved
    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 around Black Friday. This order was for Christmas gifts. I did not hear any confirmation or anything about shipping for almost 3 weeks time. I was nervous they would not arrive for Christmas.I went ahead and placed my order somewhere else for cheaper and emailed Crunchyroll to cancel my order.They confirmed they cancelled my order. Then, they shipped half the items (2/4) (probably to cover their asses). Then, today, I was hit with the full charge of the order.This is scummy business.

    Business Response

    Date: 01/23/2023

    Our second refund was able to get through once the bank dispute was no longer blocking.  Should be all set now.

     

    Customer Answer

    Date: 01/23/2023

     
    Complaint: 18826204

    I am rejecting this response because: I was told I would receive confirmation of the refund within 72 business hours. At this time, no refund has hit the original card or the PayPal account provided. I will accept the appropriate response of Refund Provided after the refund hits my account. Please advise when the refund should hit my account?

    Sincerely,

    ***********************

    Business Response

    Date: 01/24/2023

    This order was already refunded.   How long your credit card company and or bank hold fund on returns is controlled by those entities.  Normally we see them complete the transaction in 3-5 business days.  Again the charges were already reversed out of our systems.  Hopefully you can see those funds pretty quickly.

     

    Customer Answer

    Date: 01/24/2023

     
    Complaint: 18826204

    I am rejecting this response because: When was the order refunded? What date and time? Can you upload or show proof of refund? Was the order refunded to the card on file or to the PayPal account provided? Simply stating that the refund was "already sent" is not enough when no funds are available as of yet.

     

    As already stated, I will accept the decision when proof of refund is sent and the funds are available in my account. I would not be so pressed on this matter if I had my money back....

    Sincerely,

    ***********************

    Customer Answer

    Date: 01/27/2023

     
    Complaint: 18826204

    I am rejecting this response because:

     


    I am rejecting this response because: When was the order refunded? What date and time? Can you upload or show proof of refund? Was the order refunded to the card on file or to the PayPal account provided? Simply stating that the refund was "already sent" is not enough when no funds are available as of yet.

     

    As already stated, I will accept the decision when proof of refund is sent and the funds are available in my account. I would not be so pressed on this matter if I had my money back....



    Sincerely,

    ***********************

    Business Response

    Date: 01/31/2023

    The customer service agent was able to work with the customer to get this resolved.

    Customer Answer

    Date: 02/01/2023

    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. Shpits out to **** and **** for helping make this happen!

    Sincerely,

    ***********************

  • Initial Complaint

    Date:01/15/2023

    Type:Product Issues
    Status:
    Answered
    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.
    SPY X FAMILY EPISODE 25 ENGLISH DUB WAS SUPPOSED TO RELEASE AT 5:30 PM SATURDAY. THEIR STUPID UPLOAD STAFF DID NOT BOTHER UPLOADING THE EPISODE ON TIME. WHEN I KEPT REACHING OUT TO THEM. THEY STAFF KEEP SAYING WE'RE WORKING ON IT WHEN THEY ARE ACTUALLY SLEEPING ON THE **** IT DOESN'T TAKE LONG TO UPLOAD A EPISODE THEY JUST DON'T WANT TO UPLOAD IT. ALSO, WE PRECURE FANS WANT THE ENTIRE PRECURE CATALOGUE ON CRUNCHYROLL AND THEY ARE DOING NOTHING TO GET A LICENSE FROM TOEI FOR THAT. THEN THEY TELL YOU HAVE A GREAT DAY AND DID NOT CARE TO GET YOU WHAT YOU NEED. THIS COMPANY IS A SCAM.

    Business Response

    Date: 01/23/2023

    Our teams work around the clock to deliver content around the world.  We aggressively go after titles rights so we can share more with our fans.  We won't always be able to get what all fans want, but know that we are most certainly working towards making anime fans happy.

     

    Customer Answer

    Date: 01/23/2023

     
    Complaint: 18815357

    I am rejecting this response because:

    we are still waiting on hirogaru sky precure and some older precure seasons to stream on Crunchyroll. You have 5 days to get us the license 

     


    Sincerely,

    Ad1221 Productions

    Business Response

    Date: 01/24/2023

    Thank you for your feedback.  We are working to deliver the best anime in many languages across the world.  

    Customer Answer

    Date: 01/24/2023

     
    Complaint: 18815357

    I am rejecting this response because: the answer is not sufficient. I need action. Delicious party precure is due to end This Saturday and still no progress made with toei to stream the new precure season starting next week. I also want to see some backlog dub announcements this season 

    Sincerely,

    Ad1221 Productions

  • Initial Complaint

    Date:01/09/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Charged my account for the same service twice a day apart and will not refund. I attempted to contact them and they told me to go to ******* then ****** said this purchase doesn't Meer their policy. I think it's unfair that I was charged for the same service twice and only a day apart

    Business Response

    Date: 01/23/2023

    This is not a charge managed by us.  The customer might want to make sure they did not sign up with more than one email address.  Our billing group is checking for any other accounts that might be associated with this just in case, but visibility into ****** charges are only through ******.  This customer should reach out to ******.  If there are two accounts the customer could be charged twice again next month.

  • Initial Complaint

    Date:01/05/2023

    Type:Delivery Issues
    Status:
    Answered
    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 a Black Friday sale order on 11/23/22. I still have not received any of my order. I have contacted them multiple times and they have no answer as to when they can ship this order out

    Business Response

    Date: 01/19/2023

    It looks like this order was delivered.  Thank you for your patience.

  • Initial Complaint

    Date:12/30/2022

    Type:Product Issues
    Status:
    Answered
    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 an item and returned it. Was told I would receive full refund since I asked to cancel the order initially and they stated they could not cancel they could only accept a return. So I waited and received the item and shipped it back right away. They received the items and it's been almost a month and I have yet to receive my refund. They received the return items Dec. 6th. Nov 27th was when the label was created. I have been sending emails every few days recently and no response. Even tried creating a new ticket. No response again..Original order number: ******* Return/Refund request number: ******* The tracking number on the *** label that can show all return delivery details :1z2r03f49095402201

    Business Response

    Date: 01/19/2023

    This item was refunded.  Thank you for your patience.

     

  • Initial Complaint

    Date:12/30/2022

    Type:Product Issues
    Status:
    Resolved
    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 11/29 i was contacted via Crunchyroll support to cancel an order. Customer support cancelled the order and proceeded to ask me "Please share with us your PayPal email address so we could refund the charge of $247.80 " which i did promptly within 2 hours of their email. 11/30 i was contacted again saying "I will go ahead and escalate this ticket to our Manager for a PayPal refund. You should hear from us within 72 business hours with the refund confirmation." it has been well over 72 hours since and i have contacted them multiple times on the following dates : 12/8, 12/13, and 12/30. even filing another ticket since there has been no responses at all. crunchyroll is holding my money without reason and their customer support is not doing anything regarding their messages.12/13

    Business Response

    Date: 01/19/2023

    This was refunded as requested.  Thank you for your patience.

     

    Customer Answer

    Date: 01/19/2023

    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:12/24/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Crunchyroll advertised a Black Friday sale, the purpose of black Friday sales is usually to start the Christmas shopping season. I placed my order on Black Friday, the 25th of November. All items I ordered were "in stock" as you can not purchase out of stock items and they were not pre-orders. I received an email confirmation for my order stating all "in stock" items would ship within 1-5 business days. One item shipped after about 15 days, and arrived okay. But then we reached Day 20 with no additional shipment notification for the rest of my order. The remaining 3 other items all of which were supposed to be Christmas gifts were now appearing to not ship in time for the holiday. I submitted a ticket to Crunchyroll to inquire and got a response back saying they would put my order in a priority queue and aim for delivery before December 23rd, but I'm pretty sure this was a standard draft email sent to everyone as I saw the same one in Reddit from several other people. Christmas was then in 2 days and I finally received an email stating shipments are delayed and won't arrive before the holiday. Sadly, I have people coming in from hours and hours away and now I won't have their gifts for God knows how long. Now that I've actually researched reviews, it appears this shipping delay is a common issue and is not just the result of high volumes of orders from the sale. The ************ given are to wait or cancel my order and try and find a replacement gift in 2 days. Crunchyroll is not meeting the standards and/or expectations which they themselves set for for their customers regarding shipping orders. They need to either be more transparent with shipping complications during the ordering process, not host sales in which they can not deliver in their promises, or they need to adjust their shipping regimen in order to fulfill shipping promises.

    Business Response

    Date: 01/19/2023

    This order was delivered.   Thank you for your patience.

  • Initial Complaint

    Date:12/21/2022

    Type:Delivery Issues
    Status:
    Answered
    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.
    Ordered and Charged for order ******* on Dec 9th, 2 items in stock and ready to ship and 2 items are pre-order. It is understood that the in-stock items would ship within 5 business days as indicated on their email of order confirmation. On Dec 19th I have gotten no update on my order so I started to reach out to customer service via email then on FB chat then on IG chat then on ******* DM. ***** has responded to my messaged for 2 days, I have stated that the items orders were part of XMAS gifts and needed to be expedited. I have looked at FB posts and seems there are a lot of people in my situation. Crunchyroll store doesnt seem to care and only want people to keep ordering so they can keep you money hostage. They are one of the few online stores that charges you even before shipping, so even if it takes them a year they already have your money which is very shady.Someone expedite my order and have it shipped to me by Xmas eve.

    Business Response

    Date: 01/19/2023

    This order was refunded for the items that did not ship.   Thank you for your patience.

  • Initial Complaint

    Date:12/21/2022

    Type:Delivery Issues
    Status:
    Answered
    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 Nov 23 for in-stock items. According to their website in-stock items take 1-5 days to ship upon order is placed. It has been more than a month since I placed it and still no direct answers from customer service, all they stated was the was a slight delay in shipping and I have received no further information regarding my order. If they can't fulfill orders on time or keep them updated they will not keep any customers, this is extremely frustrating on my end

    Business Response

    Date: 01/05/2023

    Our *************************** has reached out to the customer.  The shipping company is unable to locate this package so we are offering the customer a refund or replacement along with some store codes to help out.

    Customer Answer

    Date: 01/05/2023

     
    Complaint: 18623037

    I am rejecting this response because: I never received any communication from customer services offering any of this. 

    Sincerely,

    *************************

    Business Response

    Date: 01/12/2023

    We have refunded the item and we apologize for not being able to get her the product she ordered.  I show several email's to the address on the order.  She might need to check her spam folder if she did not receive them.  

     

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