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:12/18/2022

  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 placed an order on the Crunchyroll website on 11/23/22. THe website stated orders would be shipped within 3-5 business days. My credit card was charged on this date. 10 days after placing the order, they emailed stating they were having delays in shipping but provided no further information. I responded asking when my order would be shipped. I received no response. I found another email address on their website and followed up again. They said give it another 3-5 days and it would ship. I followed up on day 5 as it still did not and asked when it would. They would not provide a date just a code for $10 off my next order. I followed up again has it had been weeks and they had already taken my money but provided no goods but they did not respond. I asked for my money to be refunded until the order shipped but I was ignored again. I reached out via their Chat option on the webiste but they said they could not help and someone would email me, they did not. I continue to email with no response. I have requested multiple times for my money to be refunded as I received my credit card statement on 11/25 with this purchase on it so I will be charged interest if I do not pay it off but I don't want to pay for something I have not received. I reached out again this morning via chat asking for a phone number and they said they don't have one and will have someone respond via email again. They have been holding on to my money for almost a month with no goods provided, I want my money back plus the interest I will charged on my credit card as my billing period will close soon!

  Business Response

  Date: 12/21/2022

  We checked with the warehouse and this order should be delivered before Christmas.

  We apologias for the delay.

   

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18606046
  
  I am rejecting this response because: Your website says shipping within 3-5 days, you charged me for my order on 11/23 and I am being charged interest for something I haven't received. You have not acknowledged why my emails went unanswered and the items ordered were needed for my son's birthday which was yesterday 12/21 and purchasing them on 11/23 should have gotten them here long before his birthday. If the items were shipped, they should have been overnighted due the extensive delay that was ignored by your company. Why did it take a complaint with the BBB to get any response from the company?
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/22/2022

  Because of the warehouse delays we changed this to expedited shipping.  According to *** tracking the package is due to arrive today Thursday, December 22nd.

   

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18606046
  
  I am rejecting this response because: As I have stated for weeks to your company through emails and chat and through this dispute, I needed the items for December 21, my son's birthday.  They did not arrive until December 23 not the 22nd!!!  Your website said shipment within 3-5 days, which was clearly not the case. You took my money on 11/23 and I was charged interest on the purchase before I even received it. I should not have been charged until the item shipped. I was not reimbursed for the interest on my credit card due to your failure to meet your shipment standards as per your website.  So I received the items 1 month after I ordered not in time for what I needed them for.  You seem to think this is okay because I received them in time for Christmas, I DID NOT NEED THEM FOR CHRISTMAS! And I was charged interest before I received the items because your company charged me at the time of order instead when they shipped like every other company. I reject this response because you failed to meet your promises noted on yoru website, because you fail to acknowledge that you didn't the items to me by the time I needed them even though I ordered them with plenty of time to arrive according to your shipping practices outlined on your website and because I was charged prior to the items shipping I was charged interest as I was not paying for something I didn't think I would ever receive. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/16/2022

  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 ordered 231.95$ worth of figurines for my daughter on December 2, 2022. All items were listed as In Stock, the website states that all in stock items will ship within 5 business days, warehouse is in **********. It is now December 16th, and my items have still not shipped! I email the customer service portal nearly everyday and I only get generic responses. I cant get a refund, I cant get my items, I cant get anyone to answer my questions. I feel like Ive been robbed and now my daughter doesnt have any Christmas gifts to open. I just want my money back or to products promised! They wasted no time removing the money from my bank account. Attached is a picture of order.

  Business Response

  Date: 12/21/2022

  We were able to check with the warehouse and this order should be delivered before Christmas.  Sorry for the delay.

   

• Initial Complaint

  Date:11/19/2022

  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 placed my order last August 27,2022 Until now I did not get my item or refund. I did email them last month and ask If they can not fulfill my order then just refund the money back. Since this online store does not have contact # where I can talk to someone, then all my communication is thru email. Last month Oct 19, 2022 **** from customer services email me back that they will shipt it before the end of October. So I waited again, its already mid of Nov and till now I did not receive any shipping confirmation if they will send the item I purchased. Today I email them again about the any information regarding my purchase. Till I decided that this is not right anymore, its been 2 and half months till I placed my order. I understand that they moved warehouse from one place to another but this should not been my problem since I give them enough time to ship my package. I just want to cancel and get my refund. I attached all info I have regarding this matter hopefully it will solve this time.

  Business Response

  Date: 11/23/2022

  Hi there,

  It looks like customer service already responded and refunded.   I show this was refunded on the 20th.   Please respond to the agent if anything else is needed.

   

   

• Initial Complaint

  Date:11/18/2022

  Type:Sales and Advertising 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.

  In 2018 I signed up for a premium membership for 60 dollars a year. Through Oct 21 2021 I was paying that amount yearly. Today I received and email informing me that there was an error with processing my payment and to please update it. I followed the link to do so and instead of charging the pending amount to the updated card (it had previously attempted to charge the old card 60 dollars 7 times apparently), it seemingly cancelled my membership. I contacted support to understand why it didn't charge the new card the pending amount, and instead of fully understanding the problem, the rep cancelled the pending charge and told me that I had to sign up for a new membership. However, the new membership is more than half of what I was already paying in addition to what I was already paying. I have repeatedly sought help with the support service to correct this issue and reinstate my membership for the year at the pending 60 dollar amount. I believe the first rep I spoke with maliciously cancelled the pending amount in an effort to force me out of the grandfathered price even though the system attempted multiple times to charge me that amount for the next year of service. I would like Crunchyroll to reinstate my membership for 60 dollars for 1 year and then I will accept that I had plenty of time to adjust and plan according to the new payment structure instead of one day just refreshing and losing access that I had in the morning before I corrected something at their behest and being told that I must pay more than half of what I was paying on top of what I was already paying to continue my service. Feels like a bait and switch when I contacted support to resolve the issue.

  Business Response

  Date: 11/23/2022

  In May ***************************************************************** 13 years.  The price increase was shared out via email as well as through multiple ********** outlets. You can still ****** new articles about this 2019 increase.  Customers who were already enrolled in an annual plan were allowed to keep their lower price until their next annual charge.  This price increase was fair and not unreasonable in any way.  Customers were correctly notified in advance via email, ********** articles, and our own press releases.  

  
  Due to a software glitch it looks like this particular account was missed at the annual charge update.  This customer was not charged the full amount by mistake.  His account billing was never updated.  Three years later, when the customer's payment method failed, our systems tried multiple times over the following days to continue the service.  The system canceled the service after the card failed for the 7th time. 

  
  Since the credit card was no longer valid, the agent correctly advised the customer to try a different card.  This allowed the customer to resubscribe to the service. Resubscribing created a new charge at the correct rate. There was no malice on the part of the agent. The agent has no control over setting prices. The agent did everything they could to help the customer get Crunchyroll service.  

  
  This customer benefited from a billing error that charged them the incorrect price since May 2019.  We are unable to offer them subscription prices from years past.  We hope this customer enjoys all the new shows we have added, way beyond what was available when they first subscribed.  The amount of shows available on Crunchyroll is incredible.  Hopefully they can see that this error was fully in their favor and has already worked out quite well for them.  Of course the customer can cancel at any time, but we believe the customer is already getting the best Anime value in the world. 

   

   

   

• Initial Complaint

  Date:10/14/2022

  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.

  They charged my paypal entirely randomly. I didn't authorize any charge. It claimed it was an automatic payment but I never authorized any automatic payments via paypal. Its the first charge from them and I didn't authorize it.

  Business Response

  Date: 10/21/2022

  It looks like this customer started a free trial on VRV and they forgot to cancel.   Our customer service team reached out and helped them.  They should be all set.

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service 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.

  Crunchyroll when they released the cast announcement a while back for the great jahy they teased an English dub for puraore 12 to 13 weeks ago only 1 of the cast members were revealed. Fans have been begging for an English dub for it and selection project to be released. Please listen to your fans and release the dubs already

  Business Response

  Date: 10/18/2022

  There is certainly a lot of excitement and anticipation around this.  We can't share dates here but we are most certainly working on more dubs and making them available.  We are not delaying any releases on purpose and as you can see new content is being released every day.  Be patient.  It's going to be good!

   

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18200921
  
  I am rejecting this response because:this is not sufficient, just release the dubs already 
  
  Sincerely,
  
  Appledude1221 Productions

  Business Response

  Date: 10/21/2022

  We have many requests for many shows to be dubbed. Thanks for sharing how you feel about this show.  Sharing your feedback upwards but there is no way to share release dates ahead of time.  Sorry no spoilers.  I'm pretty sure our customers actually know we can't share info until it's actually ready but we are glad people are excited.

• Initial Complaint

  Date:10/10/2022

  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 placed an order for a gift last October 2 for an in-stock item. According to their website in-stock items take 1-5 days to ship upon order is placed. It has been more than a week since I placed it and still no direct answers from customer service, and said they will check with warehouse and still have not updated me. I need this gift this week and still have no answers. If you can't fullfill your orders on time right then please keep all your future customers, this is extremely frustrating on my end:

  Business Response

  Date: 10/19/2022

  This order shows as shipped.  We do see where the carrier had some delays but it actually says delivered.  Our eCom support team has reached back out to the customer to confirm receipt of the order.

   

   

• Initial Complaint

  Date:09/22/2022

  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 placed an order for my son's Christmas present back in November. It was supposed to arrive in April. I have since received 3 different emails at different times telling me that there has been a delay. It's supposed to arrive this month which is September, but yet we are almost at the end of the month and I have yet to see it. At this rate, it will be a full year before we receive it.

  Business Response

  Date: 09/23/2022

  Pre order items mean that a customer is ordering an item before it has been manufactured.   This is quite common for special figures.  If the manufacturer has any issues during the development or production, we do our best to reach out and let the customer know of any delays.  Those were the emails mentioned by the customer.   There has not been any response from this customer to our customer service.  We don't see anything from this email address.  However, our team is reaching out to her via email to see if she wants to cancel her order.  We will fully refund her as soon as she confirms.

  The best way to get help from any company is to simply reach out to them.  We are happy to help.

   

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18064070
  
  I am rejecting this response because:

   

  From: ***************************** <*******************>
  Sent: Thursday, November 3, 2022 8:09 PM
  To: info <************************************>
  Subject: 

   

  I have requested a refund, and I have yet to receive it. I also just received another notice saying that shipping has been delayed.

   

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

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