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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

  • 257 total complaints in the last 3 years.
  • 65 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/16/2022

    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.
    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:
    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 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:
    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.
    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:
    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.
    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.

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