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:03/17/2025

  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.

  Dear BBB Representatives,I am reaching out once again to file another complaint against *********** due to a recurring issue with my orders. This time, I placed an order on March 5, and since March 11, it has been stuck in "Pre-Shipment" status, with **** never actually receiving the package.When I contacted Crunchyroll, they gave me the same generic and misleading response, claiming that ***** sometimes takes time to scan the package." However, **** has already confirmed that they never received the item. This is the exact same excuse they used in my previous case, showing a pattern of dishonest and evasive practices.Furthermore, Crunchyroll has ignored my attempts to obtain a fair resolution and has not properly responded to my previous BBB complaint. Due to their lack of interest in resolving the issue, I had to escalate the matter to the **** to report their non-compliance.I request that *********** be held accountable for their actions and that I receive a real solution, whether through the immediate shipment of my product or a full refund. I appreciate your support in ensuring this company takes responsibility for its lack of transparency and commitment to its customers.Sincerely,****** ********* Order *********

  Business Response

  Date: 03/20/2025

  Hello,
  
  Our customer service representative has reached out, Please work with the agent for further assistance.
  
  Thank you!
  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23077154
  
  I am rejecting this response because:
  
  That's not a solution of any kind, it's just a generic answer.
  
  ****** *********

  Business Response

  Date: 03/20/2025

  Hello,
  
  Our customer service representative has contacted you. Please coordinate with them for further assistance. The agent offered the available options.
  
  Thank you!

  Customer Answer

  Date: 03/20/2025

  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:03/13/2025

  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.

  Subject: Complaint Regarding Order Delay and Lack of Resolution Dear Better Business Bureau,I am filing this complaint against *********** due to an ongoing issue with an order I placed on February 25, 2025. Despite my multiple attempts to resolve the matter through their customer service, I have not received a satisfactory resolution.The order has been stuck in Pre-Shipment status for an extended period, and there has been no progress in shipping it. I have contacted Crunchyrolls support multiple times, and each time, I receive vague responses with no concrete action. Most recently, they informed me that they are contacting the warehouse, but I have yet to see any updates or confirmation of shipment.This is not the first time I have experienced issues with Crunchyrolls fulfillment process, and I believe this represents a pattern of poor business practices. I am requesting that Crunchyroll take immediate action to fulfill my order as promised.I hope the BBB can help facilitate a resolution to this matter, as Crunchyroll has not been responsive or transparent about the status of my order.Sincerely,****** ********* Order *********

  Business Response

  Date: 03/14/2025

  Hello,

  A thorough explanation was provided on why tracking information can sometimes take a little bit of time to be updated, and, furthermore, the tracking on your order has since been updated as of today. Please work with the agent in your ticket if you have any further questions.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23061380
  
  I am rejecting this response because:
  
  Dear BBB and Crunchyroll,
  
  
  I appreciate the response, but I am still dissatisfied with the resolution provided. The issue I faced was not only related to the delay in tracking updates but also the long and unexplained shipping time, as well as the misleading information provided by ************ customer service agents regarding the status of my order. I was told that my package was being shipped when it clearly wasnt, and the tracking updates were significantly delayed, causing further confusion.
  
  
  Additionally, despite the considerable delay, Crunchyroll used a slow shipping method, which only added to the frustration. The delay and lack of transparency have been frustrating and unacceptable, especially after the misleading responses from customer service. I would appreciate more immediate action to resolve this matter, rather than just generic explanations.
  
  
  Thank you for your attention to this ongoing issue.
  
  
  
  ****** *********

  Business Response

  Date: 03/17/2025

  Hello,

  It has been explained thoroughly in your ticket that high order volume can sometimes lead to delays in tracking being updated, as the **** generally will bypass scans if the package volume is too high. Generally speaking, this isn't a cause of concern as the tracking will eventually update, as yours has today, and the package is out for delivery. Furthermore, as an apology for the delays, you were given additional compensation. Please refer to your open ticket if you have any further questions. 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23061380
  
  I am rejecting this response because:
  
  USPS received the package on the 14th, meaning the delay was entirely on your end. Instead of resolving the issue, you repeatedly provided false explanations and took no action. Additionally, despite the prolonged delay, you used the slowest shipping method. The compensation offered does not justify this poor handling. Also, a discount code is useless to me since every order placed on the Crunchyroll Store has issues, whether its delays, misleading cancellations, or other problems. I expect real accountability and solutions, not just waiting for the problem to fix itself.
  
  
  
  
  
  ****** *********

• Initial Complaint

  Date:03/08/2025

  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 was informed three days ago that the address they were mailing my stuff to wasnt my address. They still proceeded to mail my $104 order to the wrong address. The items are going to be lost. Someone already kept part of the order. They are saying they will do nothing, so they have literally stolen $104 from me, which is a lot of money.

  Business Response

  Date: 03/10/2025

  Hello,

  Our customer service has reached out. Please work with the agent to resolve the issue.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23039917
  
  I am rejecting this response because:
  I have already been in contact with customer service and they are the ones who ignored me when I told them they were mailing my stuff to the wrong address. They are also the ones who told me it didnt matter because their policy states that if the customer put in the wrong address, which I didnt do because my account only has the one correct address on it, that it was out of their hands. They told me that the items would have to be returned to the post office, so whoever they delivered these items to has to return them, which they havent, so they stole them, so Im out $105 bucks.

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

  Business Response

  Date: 03/12/2025

  Hello,

  Our customer service has reached out through your open ticket. Please work with them if you have any further questions.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23039917
  
  I am rejecting this response because:
  Your customer service is basically saying Im out luck and that the items are being delivered to someone elses house, which means I just gave some random stranger $105 worth of c*** from your website. This doesnt really feel like a helpful response. It feels more like a company s******* a consumer over. 
  Sincerely,
  
  ******** *****

  Business Response

  Date: 03/12/2025

  Hello,

  As the store policies (*********************************************************************************************************) state for orders that have been shipped:

  2. If the item is prepared for shipment or has already shipped out:
  The address change can no longer be accommodated. It is the responsibility of each customer to ensure that the shipping address provided at the time of purchase is accurate.

  For that reason, the address could not be changed before the order had been shipped out, and it is the responsibility of the customer to make sure the address is correct before placing the order. Furthermore, there are approximately three points of verification that can be done during the order process to ensure that the address is correct before an order is placed. Please refer to your open ticket for the issue if you have any further questions. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23039917
  
  I am rejecting this response because:

  I reached out to customer service three days before the entire package was sent to the wrong address informing them the address was incorrect. They ignored that and still sent it. I will never purchase from your company again and I may cancel my streaming account with you all. You cant just steal large amounts of money from people and just wash your hands of it.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/05/2025

  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.

  Complaint Against Crunchyroll Store for ************************************************** Crunchyroll Store Website: ****************************************** Number: ********* Description of the issue:On 02/19/25 , I placed an order for ololive ******************** Marine POP UP PARADE Figure as it was listed in stock on the website. After 13 days of waiting, I received a message informing me that my order had been canceled because the item was "out of stock."However, I checked their online store again, and the item is still available in stock, which suggests that the cancellation was not due to lack of inventory but rather another unmentioned reason. This practice could be considered false advertising and an unfair trade practice under the ************************ Act (15 U.S.C. 45), as it misleads the consumer.Evidence:Screenshot of the item in stock when I purchased it.Cancellation email stating the item was out of stock.Screenshot of the item still in stock after the cancellation.I request:A clear explanation of the real reason for the cancellation.That my original purchase be honored and the item be sent to me.Alternatively, appropriate compensation for the mismanagement of my order.I expect a prompt response and resolution. Otherwise, I will consider taking further action.Sincerely,****** ********* ******************

  Business Response

  Date: 03/06/2025

  Hello,

  A Customer Experience agent has been assigned to your case.

  Please expect a reply from them soon.

  Thank you for your understanding.

  Business Response

  Date: 03/10/2025

  Hello,

  Per your request, this order was refunded and an explanation provided. If you have any other questions, please reach out through the ticket you have created. 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23026099
  
  I am rejecting this response because:
  
  I never accepted this resolution. The issue is not just the refund, but the misleading stock status, the misinformation from your agents, and the fact that my money was held for 13 days without justification. I was repeatedly told the item was out of stock when it was actually available, which resulted in me losing a significant discount.
  Additionally, I wasted a considerable amount of time dealing with this issue, checking stock updates, contacting support, and filing complaints. This situation has been frustrating and unacceptable. I expect a proper resolution beyond just a refund.
  
  ****** *********

  Business Response

  Date: 03/12/2025

  Hello,

  A thorough and transparent explanation was provided on the error that occurred with the inventory for the item ordered. As a result of the error, you were refunded for the item in its entirety, and received additional compensation due to the inconvenience. Please reach out through the ticket if you have any further questions. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23026099
  
  I am rejecting this response because:
  
  The discount code provided is not an acceptable resolution. My money was held for 13 days, and I was misled multiple times about the stock availability. Due to this, I lost the opportunity to purchase an item at a significant discount, which was the main reason for my order. Additionally, the false information from multiple agents, the wasted time, and the overall poor handling of this issue have caused significant frustration. If a fair resolution is not provided, I will escalate this matter further. I expect a proper response addressing these concerns, not just a discount code I did not request.
  
  ****** *********

• Initial Complaint

  Date:02/11/2025

  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 need to update my email address from .com to .net. In order to do so the company asked for extensive information including a screenshot of my transaction history. I have yet to get this resolved after providing all requested information due to my card being replaced. I have asked for a supervisor for the past 3 days and to file a formal complaint with them about this process.

  Business Response

  Date: 02/12/2025

  Hello,

  A Customer Experience agent has been assigned to your case.

  Please expect a reply from them soon.

  Thank you for your understanding.

  
  

• Initial Complaint

  Date:02/08/2025

  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 cancelled this before the free trial was up and crunchy roll removed my option to cancel (as they stated they do when you cancel) and they still are continuing to charge me. i even activated a new card and they still are charging me without consent. many users have this issue with them.

  Business Response

  Date: 02/08/2025

  Hello,

  Our customer service has reached out. Please work with the agent if you need anything else.
  
  Thank you.

• Initial Complaint

  Date:01/31/2025

  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.

  Double charged for services not provided. I went to activate an account with *********** today 01/31/2025. I entered my debit card which has funds. It said error with my card. I thought maybe auto fill from phone caused an issue entered by info myself. Same error message. Checked my bank to make sure something hadn't changed. They charged me twice. I immediately looked for contact and no phone number available. Initiated chat. *** requested proof of charges appearing on my account. Sent screen shot(which don't understand why they need it they should be able to see it on their end). ***s solution was ******* and trying again. I said why I do not want to be charged a 3rd time. This was literally little bit of money I had to enjoy and they already took more than I agreed to. He stated in 8 to 14 days they'll return it but I can't afford to do it again so I said no. I showed proof just activate my service and they would not. It was bad enough they charged me twice. The *** lied and said it's fine try again but when further pushed said there was an issue with my card. How can there be issue when I've showed the pending charges. Was told it's ok it'll be returned, as I am supposed to now trust someone who just lied to me. Asked for a manager and was told they only email. Informed the *** if they didn't fix I would be coming here and ***orting to my bank as fraud to cancel it . He asked if I still wanted it escalated with zero sympathy for my situation. Time is money and I now lost 23$ for services never rendered. I'd like refund, an apology, and something to compensate the time I spent having to remedy the issue as this was poorly handled.

  Business Response

  Date: 02/03/2025

  Hello *****,
  
  A Customer Experience agent has been assigned to your case.
  
  Please expect a reply from them soon.
  
  Thank you for your understanding.

  Customer Answer

  Date: 02/03/2025

  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:01/06/2025

  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.

  On 12/25 I purchased a gift card for $284.On 12/20 my brother purchased a gift card for $75. That gift card was sent to me as a gift. I tried to place a $359.06 order using both gift cards and my bank card for the remaining .06 on 12/25.I got this error message:We're sorry that your order could not be placed. This probably happened due to a high order volume or temporary connection errors. Please wait a few minutes and resubmit your order. We won't process your payment until you successfully place your order. If you have further questions, please contact us.I have no charge on my bank card, but it took the entire balance from both gift cards. The failed order isnt in my order history, but $359 worth of gift cards now show a $0 balance. Ive contacted the company several times, but didnt get a response from a specialist until January 1st. On the 2nd, they asked for proof of purchase of the gift cards. I provided photos of the charges in mine and my brother's accounts, but I havent gotten a response to that.

  Customer Answer

  Date: 01/13/2025

  Regarding complaint #******** The business finally responded and gave me new gift cards.

• Initial Complaint

  Date:01/01/2025

  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 12/04/2024. I still have not received. I contacted through chat over two weeks ago and was told that ECommerce would email me to try and help. I never got an email and now almost a month after I placed the order there has not been an update and I have no product. It was supposed to be a gift. This is not exceptable. Why isn't there a number to call for customer service?? I want a refund or my order.

  Business Response

  Date: 01/17/2025

  Hello *****
  
  A Customer Experience agent has been assigned to your case.
  
  Please expect a reply from them soon.
  
  Thank you for your patience and understanding.,

• Initial Complaint

  Date:12/31/2024

  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.

  PURCHASED MERCHANDISE FOR ONE OF THE ANIME CHARACTERS THEY SELL. I BOUGHT TWO AND WANT TO RETURN ONE (accidental purchase) Email - they said fine to return after dozens of emails. They said they offer a return shipping label and chage against my refund - which is fine. then someone else said sent but pay first - this is much more expensive - frusratingly i have been going back and forth for DAYS. When I asked for the return label they STOPPED responding, at all. For the fourth or fifth time they said they would "escalate" and expect to hear back. NOTHING! i'm mad and out of 48$!!! What do I do? I want to stop my credit card until they respond accordingly to THEIR documented policis

  Customer Answer

  Date: 01/08/2025

  So I did finally hear back from the company and Ill be sending the return back to them. So I guess you can put this complaint aside because they did respond. I still dont think their business practices are really straight.
  They have not refunded the membership charges but I suppose since I did not close it  before the seven day free period even though they told me to open it I am responsible for those additional charges. Thank you for looking into this.
  
  *******************************************************************************************************