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:04/17/2023

  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.

  I had an account with the free version of crunchyroll. Once I upgraded to premium (no ads) I was immediately hacked. This has happened once before and I just canceled the card and logged out of the account without deleting the old account. Created a new free account for a while, and decided to subscribe again. Hacked again. This time, I contacted support since this is the only way to permanently delete the account, and received an initial reply within a few days telling me it would have to be handled by a specialist. After two weeks of not hearing back, Ive emailed again with no response. The email ************************* was used to create the account, once it was hacked it was changed to another email that doesnt belong to me which is shown in attachment.

  Business Response

  Date: 05/04/2023

  An agent was able to repair the account for the customer.   The customer was contacted and we have not heard back.

   

• Initial Complaint

  Date:04/10/2023

  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.

  On January 19, 2022, I paid $42.01 for a pre-order from Crunchyroll for a "Jujutsu Kaisen - Toge Inumaki Prize Figure", which was expected to be released around the middle of 2022. Due to COVID-19, however, this product was constantly delayed, time and time again, to the point where I decided to cancel the pre-order and request a full refund, since it had been over a year since I have been trying to get this product delivered.I sent an email to Crunchyroll's support team on the 13th of March, 2023, where an employee replied: "I have submitted your request to the warehouse. I will follow up once I hear back. Thank you for your patience!". A few minutes later, I received an email from the same employee, saying: "We have successfully cancelled your order. Could you please provide the PayPal email address, so we can process the refund?". I gave them my PayPal email address *************************** and was told "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."9 days later, I sent another email, since I had not received any notice of a refund confirmation, and received a response from a different employee: "Thank you for reaching out to us and we sincerely apologize for the delay, we are experiencing a high volume of support tickets. I also apologize for the delay with your refund, we ran into a PayPal problem so we requested access to a new business PayPal account. This might take up to 7 business days but I assure you, this ticket will be kept first on our to-do list and a refund will be issued as soon as our account is up and running." I understand when things like this happen, but I have not received any more responses from them as of that day, and it has been well over 7 business days. My money is up in the air, and my order has been cancelled.My order number is #****** Sincerely,-Lucca *********

  Business Response

  Date: 04/21/2023

  It looks like this chrage was already refunded in Paypal.  If the customer still has questions they should respond back to the agent who notified them of the refund.

   

• Initial Complaint

  Date:04/06/2023

  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 made a pre-order purchase from the Crunchyroll store about a year ago. Three weeks ago I contacted *********** about the order and they informed me that their warehouse made a mistake and never sent me the now out of stock items. They said that I was due a refund, then encountered an error due to the age of the transaction, and said they would escalate it to a manager. At this time, I was told I would get a response within 72 business hours. It has been two weeks and they have gone silent, not responding to further attempts to contact them. All I want is them to honor their decision and process my refund.After I contacted them initially, they updated their store. It no longer shows my order, so I am no longer able to look up the order number. However, I think it might be order #******, based on the email conversation with support.

  Business Response

  Date: 04/10/2023

  So sorry for the delay.  It looks like your original refund failed in our system.  We have resubmitted the refund again but this time as a payment directly through Paypal.  You should see it in your account within a few days.  Please reply to the agent who reached out to you if you have any more issues.  Again we apologies for the delay.

  Customer Answer

  Date: 04/12/2023

  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:03/09/2023

  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.

  My husband and I are ****** parents. In mid-2020, we had a teenage boy in our care who was interested in Crunchyroll (owned by Ellation), so we signed him up. He set up the account, and we used our credit card to pay for the subscription. When he left, we attempted to cancel the subscription. However, since we don't know the email address associated with the account, they have been unwilling to help us. It is our credit card and we simply want the charges to stop.Crunchyroll has no customer support phone number, so we are forced to send an email. My emails have been ignored. I attempted using a service called Rocket Money to have the subscription cancelled, and they actually received a response, but what they were told was that *********** cannot cancel without the email associated with the account. We don't know it because the child set up the account, and we have no contact with him anymore.At this point, I feel like my credit card is being held hostage. Crunchyroll is stealing $129.60 per year from me. The credit card company is able to open a dispute on an individual charge, but that does not prevent additional charges. Even if I cancel the card and open it with a new number, the charges would continue to go through. It seems my only option is to completely cancel my card and sacrifice all of my built-up credit card points.For Crunchyroll / Ellation, I am attaching the latest email that I sent to them a week ago. It contains all pertinent information, including every date I have been charged, the total amount charged, and the credit card info that they continue to use without my consent.A successful resolution would be a refund of at least the last year's worth of charges, as well as removal of my credit card information from their system.

  Business Response

  Date: 03/14/2023

  Thank you for letting us know. I'll be checking into the delay in resolving this. This account has been found and is now canceled, fully refunded, and all CC information has been deleted. We apologies for the delay. Please check your back account in 3 to 5 days to see the reversed transactions.  

  Let us know if you need anything else from us.

• Initial Complaint

  Date:02/21/2023

  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.

  Someone opened an account on crunchyroll.com using my email, ****************** without my permission. I contacted them numerous times to delete that account as I did not authorize someone using my email address to open it and I want nothing to do with their company. They said they cannot because it is a premium subscription through iTunes and to contact iTunes and cancel through there and then they can delete it. The person who opened my account is not using my iTunes so I cannot cancel through the iTunes as I dont have access to that iTunes account. I would like the account for ***************** to be deleted. They seem to be okay with leaving it open since someone is paying for a premium subscription even through I told them someone fraudulently opened it using my email.

  Business Response

  Date: 02/22/2023

  Thank you letting us know.   Corrected as of today.  There is no longer an account under that email address.

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19445397
  
  I am rejecting this response because: I am still receiving multiple emails from this company a day. I would like to be taken off their mailing list. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/03/2023

  We have sent an email to you to ask for the header of any of the marketing emails you are receiving.  We want to troubleshoot how this could happen.  Please respond to the email so we can get this resolved.   

  Customer Answer

  Date: 03/03/2023

  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. It appears the account with my email was deleted and since asking to stop receiving the emails, they have ceased. Thank you for your help. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/04/2023

  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 Never got my Order Now #******* I cant ************ and You SHIP IT on 2-2-23 I Just Emailed You about this and You Never REPLY To This NOW?

  Business Response

  Date: 02/16/2023

  Agents reached out to help this customer multiple times.  We show the package was delivered on the 9th.  The last response we got when trying to confirm that the customer was fully taken of, was a reply saying:

  "stop emailing me"

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19335227
  
  I am rejecting this response because: You Are REFUSING to Help Me Now.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/16/2023

  hmmm.   Are you sure you are sending messages to Crunchyroll?   The last message we have from this address just tells us to "stop emailing".   I know there was a weather delay that was nationwide, but we show this product as shipped and delivered.    Please write into us directly at Crunchyroll if you still need help with something. If you are emailing from another address or about another order please let me know that so I can look further.

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 19335227
  
  I am rejecting this response because:
  I Report You to the *********** Because You are Refussing to Help me now.
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/22/2023

  We have reached out multiple times and this customer has asked us not to email them.  We see that their order was delayed by weather as there were nation wide shipping delays earlier this year.  However we also see the customer has since received their product.  If they need any further help they can simply reply to the last customer service email sent to them.  We are happy to help them if they tell us what kind of help they need.  BBB please read through the chain of messages.

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19335227
  
  I am rejecting this response because: You are Still REFUSING TO HELP ME NOW.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/03/2023

  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.

  Purchased a My Hero Academia shirt for grandson in his usual size of x-large. Came in small. *********** contacted and said can not do an exchange. Must return (customer needs to pay). So, decided to just buy another shirt in the X**large size. Keep the one that did not fit. I did not get any tracking information - only email I got was them saying I left something behind in my cart - prompting me to think my order did not go through. I was ready to place the order again when the shirt arrived at my place, but in a size SMALL. I immediately contacted *********** only to be told the same things they did when I contacted them about the **large shirt. They are not budging to do an exchange or paid shipping label on this latest shirt. I know I DID NOT click for a small. Especially since I knew the **large was not working and he needed the bigger size. The shirt is over $30.00 so if I had to buy a 3rd one to make it the right size - it is getting very expensive (along with 2 shirts that are not going to work for grandson to wear). All I want is an exchange, return label sent to me, so I can return shirt to get the correct size or be sent the X**large shirt. Order number under: ******* but if they look up this name and address - they will see that two of the same shirts have been sent to this address.

  Business Response

  Date: 02/14/2023

  This customer might have missed some communication due to using more than one email address for ordering and emailing.  It should be resolved since they have been fully refunded.

• Initial Complaint

  Date:01/20/2023

  Type:Customer Service 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.

  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:

  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 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:

  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.

  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