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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

  • 239 total complaints in the last 3 years.
  • 58 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:10/16/2024

    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.
    Hello Ive tired to contact *********** support customer support and they wont let me upgrade my premium or let me add my card they charged me and t they wont give me a whole month free when Ive ask them when Ive told them Im having problems adding my card.

    Business Response

    Date: 10/29/2024

    Hi ******, 

    An agent was assigned to your case and will get in touch with you shortly. 

    Thank you.

  • Initial Complaint

    Date:09/30/2024

    Type:Customer Service 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 signed up for a subscription with crunchyroll.com I never got an emailed receipt. On their site or app they don't show subscription plan pricing. No breakdown of my payment information, scheduling payment withdrawal. There are not tabs or information. I check the website as I logged in, and I checked the app.I don't know how much I will be getting charged and when. Their help auto system doesn't give that information. I believe this is a deceptive practice to keep subscribers.

    Business Response

    Date: 10/01/2024

    Hello,

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


  • Initial Complaint

    Date:09/28/2024

    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.
    On September 16th in Order an item for 321 dollars on on September 21st it was marked as delivered I never received it I have since Monday September 23rd have been contacting Crunchyroll with Zero response back. I want this refunded, I needed it for a gift and it never came when it didnt I had to go repurchase a gift locally and Im out 321 dollars. Ive attached a photo of my front door

    Business Response

    Date: 09/30/2024

    Hello,

    Refund has been issued as requested, please allow a few business days for it to appear in your account. If you need anything else, please contact the agent that assisted you. 

  • Initial Complaint

    Date:09/12/2024

    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 was ********** subscriber and had the Lifetime price lock guarantee at $5.99. ********** bought and merged with ***********. They no longer honored the $5.99 price and raised me to $9.99 and that was supposed to be locked in. *********** raised their prices to $12.99 and I was able to keep the $9.99. Last month my card Expired and they card company gave me a new number. I changed my card number on Crunchyroll and yet they still tried to charge the expired card and not the new one. I lost my $9.99 subscription and now they refuse to fix their issue and return my previous subscription price that I was promised. They say I must get the new price since my old subscription expired, it only expired because they would not charge the new card. It seems like this was done on purpose to force me off the $9.99 price lock subscription.

    Business Response

    Date: 09/24/2024

    Dear ********, 

    An agent has been assigned to your case for further assistance on the matter. 

    They will reach out to you shortly.

    Thank you for your patience.

    Customer Answer

    Date: 10/15/2024

    The company never reached out directly as they said they would in their response. 

    Business Response

    Date: 10/29/2024

    Hello ********, 

    We appreciate your patience and understanding and apologise for the delay. 

    An agent is reviewing all the details on the case and will reach out to you shortly. 

    Thank you.

    Customer Answer

    Date: 11/02/2024

     
    Complaint: 22275496

    I am rejecting this response because: they still have not reached out to me. I have not heard anything from the company yet.

    Sincerely,

    ******** Cable

  • Initial Complaint

    Date:08/23/2024

    Type:Service or Repair 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.
    Crunchyroll offers multiple levels of membership, the top tier or ultimate fan membership is supposed to include an annual merch drop that they call a swag bag. The tears are after a consecutive year of membership you qualify for the swag bag. I have completed and then some of the time requirement and received an email stating that I qualified for the swag bag. There are other year that I did not qualify due to moving and other issues. But this year I qualified and after verifying my address and other information I received a confirmation email stating that I would receive tracking information soon. That was July 29th, 2024. After not receiving tracking information for almost a month I attempted to reach out to Crunchyroll support via their website and the phone number for their company. I have been told multiple times that someone would get back to me via email and yet to this day no one has. I have left multiple voice messages to multiple people without a single call back. I am at my wits end. I want the merchandise or a refund for the extra money spent that apparently doesn't include their advertised and promised items.

    Business Response

    Date: 09/26/2024

    Hello. Our customer service has reached out. Please work with the agent for further assistance.


    Customer Answer

    Date: 09/26/2024

    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,

    ******* Chance

  • Initial Complaint

    Date:08/17/2024

    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.
    Crunchyroll removed the comments and reviews section from the site claiming it was to protect it's users. This is a case where simply banning the users who've broken the rules from comments/reviews or disabling the comments/reviews for a specific anime that they don't have the enough moderators for, would have suffices and left a core component of the site intact. Especially if they were working towards a better moderation framework. Instead it was simply removed. Chatting with others who enjoy the show and whatnot was enjoyable minus the minority of spoil sports.This is essentially a punishment for the *********% of users that use it well and something for the **********% to brag about shutting down Crunchroll for the rest of us.Additionally, when asking if they had plans to bring it back but with stricter rules and moderation, i got an automated reply (zero human support) stating why they claim they removed it and not answering my question. Asked again, thinking that maybe my second, third, fourth, or fifth asking of the question might get a human to answer, but never received a real response from a human.At the very least, if they are going to remove such a core component of the site that was payed for, they should be providing a corresponding price reduction in the service. In all honesty, based on their nuke vs scalpel approach, it feels more like they used this incident as an excuse to get rid of that part of the service and save money at our expense, than to "protect" anyone.

    Business Response

    Date: 08/20/2024

    Hi ******, 

    An agent has been assigned on the case for further assistance

    Thank you for your patience and understanding.

    Customer Answer

    Date: 08/21/2024

     
    Complaint: 22158564

    I am rejecting this response because:

    All they did was send the same pre-written response that didn't even answer my question let alone provide any kind of details on a satisfactory resolution on the removal of the reviews and comments which have been a core components of the service.
    I replied to their email stating as much, but haven't heard back.


    Sincerely,

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

  • Initial Complaint

    Date:08/14/2024

    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.
    Lets start with the most important problem, PRICES! The fact that this app has shot up the way it has is unacceptable. What a cash grab! The reason for price changes isn't even good! So may people have said they are done for that alone and have left bad reviews. More then half of the time the App doesnt even work on my TV nor do the subtitles and you expect us to just be fine with a price change that big!? Its crazy and lazy! Clearly you are so money hungry you aren't even paying attention to what this app is worth for buyers.

    Business Response

    Date: 08/20/2024

    Hi ******, 

    Thank you for reaching out to us. 
    We understand that changes in pricing can be unexpected. We apologize for any inconvenience this may have caused.

    Our recent price adjustment supports our commitment to expanding our content offerings, ensuring you have access to the best anime experience. With over ****** episodes (regional restrictions apply), exclusive simulcasts, music videos, concert specials, and a growing game collection in our Game Vault, we aim to provide you with even more of what you love.
    As a Fan member, you will have 5%, for Mega Fan member you'll enjoy 10%, and as an Ultimate Fan you will enjoy 15% off select products in the Crunchyroll store, including early access to pre-orders and convention exclusives available for online ordering.

    We value your loyalty as a customer and appreciate your understanding in this matter. We strive to provide you with the best possible service and continually invest in improving our offerings.

    Thank you for your patience and continued support.

  • Initial Complaint

    Date:07/28/2024

    Type:Billing 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 had an account with Crunchyroll for the last few months then last weekend on 7/21 could no longer sign into my account. Contacted live support and they said that there wasn't and account associated with my email or my payment information. I gave them screenshots of emails and bank statements proving I have had an account for the last few months and was being charged. I provided payment information as well. My ticket(s) were escalated and its been a week and still no response. I was fed up so I tried to make an account today with the same email and payment information. Made the account but when I go to subscribe to premium it gives me and error code. I've checked my bank and I get charged then immediately refunded. So I contacted live support again for help. They said they gave me free 48hrs of premium and was told to try to resub after the 48hrs. Yet they didn't. I go to sign into my device and can't watch the show I wanted to because "I don't have premium". Tried to contact live support again and when it says its connecting me to an agent I get nothing. I've tried multiple to contact live support. I get nothing. I've had the account for a few months, the last time I paid for a month of subscription was on 6/30 and only got 3 weeks before my "account is no longer active". So not even the full month I paid for. Then given 48hrs of premium and still doesn't work.

    Customer Answer

    Date: 07/29/2024

    I submitted a complaint about Crunchyroll.com this morning because I have been dealing with issues with them for over a week. After I submitted the complaint they have resolved my issues after letting them know I contacted the BBB.

    Sent from ***** Small (*******************)

  • Initial Complaint

    Date:07/17/2024

    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 signed up for a free 7 day trial with ***********; the trial ended on 7/11. Per their instructions, I tried to cancel membership on 7/10 to avoid being charged. I went to the help center as directed, it explained that to cancel membership I needed to go into my membership page and scroll down to cancel. Well there was no option to cancel. I went into the help center again, went into forums online and finally looked up how to delete the account. I went to **********************/nuke, signed in and deleted my account. I hoped that would be the end of it because if there was no account, Im obviously not going to be using the streaming service so there would be no reason to charge **** just found out tonight that they charged me on 7/12/24 for one month of membership. I have emailed them and asked for a refund. That is the resolution I am looking for. I want a refund and for them to verify my account is cancelled and will not be charged further.I did not take a screen shot of the membership window showing there was no cancel option. I have attached pictures of the emails.

    Business Response

    Date: 07/23/2024

    Hello,

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


  • Initial Complaint

    Date:07/16/2024

    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.
    As of 07/08/2024 Crunchyroll.com has taken away the comment section feature across all platforms. This is very upsetting since this feature is one of the main reasons I picked this streaming service over others. The membership pricing still remains the same for less features, this is very disappointing. They claim the comment section was taken away due to insensitive comments made by other users, if that is the case why not ban those specific users or moderate the comment section so that insensitive comments don't get published? Why take away the feature for everyone? Seems like the lazy way out.

    Business Response

    Date: 07/23/2024

    Hello,

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


    Customer Answer

    Date: 07/25/2024

     
    Complaint: 21995553

    I am rejecting this response because: they simply repeated what my complaint is about and did not address my issue with the removal of a service I pay for. They did not address lowering the subscription monthly price for taking away a feature, and they did not address my question as to why cant they moderate the comment section and ban individuals that make inappropriate comments instead of getting rid of it altogether. Their response is just as lazy as their reasoning for removal of their service. 

    Sincerely,

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

    Business Response

    Date: 07/30/2024

    Hello *******,
     
    We are truly sorry for the inconvenience caused by the comment section removal.

    To maintain a safe, respectful, and high-quality environment for our community, we have decided to remove all existing comments and disable the ability to comment on our platforms, including comments on news articles.

    Thank you and hope you have a great day! 

    Customer Answer

    Date: 07/30/2024

     
    Complaint: 21995553

    I am rejecting this response because:
    again they just sent the same generic statement they put out the first day of removing the comment section. If youre going to remove a service at least make the membership cheaper. The removal of the comment section and reviews cheapens the entire platform. It used to be a ******* for anime with the videos and reviews and comment section. Now its just another generic overpriced platform. 
    Sincerely,

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

Crunchyroll.com is NOT a BBB Accredited Business.

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