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Business Profile

Internet Services

Crunchyroll.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 246 total complaints in the last 3 years.
  • 52 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:12/26/2024

    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 placed an order with Crunchyroll on 12/15 because on their website they had a huge banner saying it would arrive before Christmas if you paid shipping. I paid shipping and the money $26 was taken out of my bank account immediately. I have been trying to contact this company since 12/19. They have no customer service number with real people, they tell you to email or use the ** chat box. I use the chat, get a real person who responds with generated prompts, and they escalate the issue to the order and sales team. I have and it escalated 5 times with no response from a real person. I have no received my package and its after Christmas 12/26 today. They refuse to ship my package, even after providing proof that ***** does not have my package. They refuse to issue me a refund after taking the money out. So Crunchyroll lied about the package arriving before Christmas, I paid extra to make sure, and they took the money out and refuse to issue me a refund. I cant talk to any real person there as they dont have that option. I want my refund. I already disappointed my only friend by not having her gift. I am poor. I have no job. This $26 was enough for 2 days of food.

    Business Response

    Date: 02/04/2025

    Hello, letting you know this order was partially refunded on 1/3. If you need anything else, please contact our customer experience team online. 

  • Initial Complaint

    Date:12/22/2024

    Type:Delivery 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 items that were on backstock on 11/28/24 and was charged for the items 12/19/24. I have contacted the company multiple times but they refuse to give a refund. The items are still in backorder and have not shipped. I contact customer support but evertime they do nothing about it. I payed ***** for 8 japanese comic books. The company claims they have been shipped but there is no proof of that. The website still says the items are on backorder.

    Business Response

    Date: 02/04/2025

    Hello, letting you know this order was refunded on 12/24. If you need anything else, please contact our customer experience team online.

  • Initial Complaint

    Date:12/17/2024

    Type:Product 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 have asked crunchyroll to delete my account of ********************** two times in the last 9 days and have not heard anything from them and have been charged on the 12/13/2024 for $8.53 after I asked them to delete my account the first time and there is no way to talk to a live person over the phone it is all through email and when you call there customer service number tells you to email them through there web site

    Business Response

    Date: 12/17/2024

    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: 12/17/2024

    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,

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

  • Initial Complaint

    Date:12/12/2024

    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 placed an order on store.crunchyroll.com on 11/30/2024 and I spent $1,416.12. When I received part of that order on 12/12/2024, I got duplicate items and some of the items I paid for were also missing. The company only has email support that will take weeks to months to receive a reply, Im still waiting on part of my order, I would like my missing items to be replaced on my order that has yet to be shipped

    Business Response

    Date: 12/17/2024

    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:12/04/2024

    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 Black Friday there was an item listed on sale at $200 on the main page. At 2am that night the price was still listed at $200 and yet when I put it in my cart it was ringing up at $400 I have reached out to customer service numerous times (starting immediately) and been told a specialist will get back with me soon. It has now been five days since the problem and I have heard nothing. Their customer service is severely lacking and they need to fix an issue with pricing because it is illegal to misrepresent a price. If they do not sell the item to me at the sale price I will be taking this to the appropriate governing bodies.

    Business Response

    Date: 12/17/2024

    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: 12/17/2024

     
    Complaint: 22639317

    I am rejecting this response because:

    an agent was assigned and did absolutely nothing to help other than telling me they would need to contact a DIFFERENT specialist. 

    if the item had not returned to a sale for a day the issue would still be ongoing. As it was *********************************************************************************************************************************** 

    This is shameful customer service  


    Sincerely,

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

    Business Response

    Date: 12/18/2024

    Hello,

    Our customer service reached out Friday 12/13 to explain the item was on sale that day and if any issue arose while placing the order to reach out to them through your ticket. Please work with the agent if you need anything else. 

    Customer Answer

    Date: 12/18/2024

     
    Complaint: 22639317

    I am rejecting this response because:

    The initial complaint was filed 11/30, the response was sent 12/13. This is a full two weeks later. 

    If the item was not on sale again there would still not be a resolution. 

    If you consider this good customer service then you are deluded. 


    Sincerely,

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

    Business Response

    Date: 12/19/2024

    Hello,

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

    Customer Answer

    Date: 12/19/2024

     
    Complaint: 22639317

    I am rejecting this response because:

    this is not an acceptable response and the business needs to have a BBB complaint filed against them until they admit they messed up. 

    Sincerely,

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

  • Initial Complaint

    Date:11/26/2024

    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 bought a figure from *********** on a Monday everything was fine they had a good deal so I said why not I went to check out saw 1 day express shipping for a good price was like why not try it. We'll today 11/26/2024 got a email for shipping they shipped it out as 2 day shipping instead of the one day. I contacted support but like usual they have to escalate it and I never get a response back within a reasonable time so I would like my refund as I didn't pay for 2 day shipping I payed for 1 day and around the holiday that changes a lot of my plans and pushes back present I needed this week look at the pictures provided as it shows on the order 1 day express but they shipped it with 2nd day air which isn't 1 day express like I paid for

    Business Response

    Date: 02/04/2025

    Hello, letting you know the shipping for this order was refunded on 12/2. If you need anything else, please contact our customer experience team online. 

  • Initial Complaint

    Date:11/20/2024

    Type:Delivery 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 place an order for a Horimiya - ***** **** Nendoroid on the Right Stuf Anime website on 09/30/2023. *********** purchased Right Stuf, and was in the process of merging/shutting down Right Stuf on 10/04/2023. After 10/04/2023, *********** was taking over handling all customer service quetions and resolution. The figure is currently showing as avliable on the Crunchyroll store for a higher amount then what i have my open order at. The figure has been showing as in stock since October. The first email i sent was on 10/20/2024, Every email response I receive from ***********, was just Crunchyroll closing the ticket or ignoring the ticket until I got a response on 11/12/2024 stating that the appropriate team members are getting together and that it would be shipping soon. This is not acceptable for a company owned by **** a multi-national company. I have not yet been charged for this figure, but these figures are sold in runs, and if a single run of a figure sells out a second or third run of the figure may, or may not be releaed.

    Business Response

    Date: 12/02/2024

    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: 12/02/2024

    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.

    I canceled the original pre-order and ordered the figure again via the Crunchyroll store during their black Friday sale and received the figure today. 

    Sincerely,

    ****** ****** Jr

  • Initial Complaint

    Date:11/20/2024

    Type:Delivery 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.
    Order was said to ship part of the order actually made it to my residence the other still saying **** is waiting for the item I brought it to crunchyroll attention last week they told me to wait 5 days after contacting to see if it gets updated or delivered it's been officially 7 since contacting I contacted them again yesterday they told me to wait another 5 days so I don't know what else to do I can't reorder the item as it's now out of stock and they aren't helping me

    Business Response

    Date: 12/02/2024

    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: 12/03/2024

    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. They were finally able to help me out on this issue but I have another issue entirely that is more important that needs addressing 

    Sincerely,

    *******

  • Initial Complaint

    Date:11/19/2024

    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 have had a ********** account since January of 2024, *********** and merged and I had to open in account with them in April of 2024, I continuously paid that subscription via ***** Pay and cancelled it last month. I noticed that I was still getting charged but on my secondary checking account for a totally different amount since August of 2024 through November 2024. I contacted them to let them know that was not me. I was told by a representative, I would get a refund for all 4 charges, that I would only take 10 days. Its been 10 days I reached out and they said they cant give me a refund and to contact my back. They deceived me and now they are not wanting to give me my money back. Highly suspicious company. I will not be reopening any account with them again.

    Business Response

    Date: 12/02/2024

    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:11/08/2024

    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 have sent requests for months to be able to change the email on my account and the business has yet to respond. i just want to change the email on my account current account email *******************

    Business Response

    Date: 11/08/2024

    Hello, Ziann. 

    An agent has been assigned to your case and will reach out to you shortly. 

    Thank you

Crunchyroll.com is NOT a BBB Accredited Business.

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