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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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/06/2024

    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 tried using a 60 day trial membership code after copy and pasting the code on my Chrome browser but was navigated to payment page and because I thought if was going to be a place to input my code before the payment completed I lost my accounts first time user status. I contacted customer support informing them of my mistake but the representative told me my offer had expired despite the fact that I sent him the email from his company showing i was not in fact expired until Dec 31 2024 and active beginning Oct 1 2024. My only recourse was deleting my account and started a new account. I only want them now to give me another 60 days on my new account I have made for wasting my time with customer service and the having to start another account by creating a new email and resigning back up with said new email on their website.

    Business Response

    Date: 11/08/2024

    Hello, Tory. 

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

    Thank you

    Customer Answer

    Date: 11/08/2024

    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:11/04/2024

    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.
    ********** was absorbed by *********** and my account switch over... worked fine up till a couple months ago now I don't have any access and I'm still paying for it and customer service absolutely refuses to help me.. they always ask for more and more info and do nothing I jist want my money back. At this point I consider it stealing from me and many many other people are experiencing the same thing... they need to be held accountable

    Business Response

    Date: 11/18/2024

    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:11/01/2024

    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.
    I made the choice years ago to not complain against previously semi-major company handling and delivering video streaming of Japanese animation due to back and forth communication with their company on winning one of their giveaways on ******* (an autographed CD by a Japanese band from an anime) which I unfortunately never received as one of the staff members who handled the ******* account repeatedly told me that my prize is on the way for at least 10 months when not once have I ever received proof or tracking number of my prize (I unfortunately was not able to keep proof of our chat as this is years ago on a deleted ******* account). I was a Crunchyroll subscriber for approximately 6 years before I completely cut off my subscription and account about two years after this incident. I did not want to stay silent any longer after recent accusations against Crunchyroll on committing mail fraud (and embezzlement of their mail by gifting to their company staff members) to at least one of the voice actors who worked with that company.Based on their years of action and insurmountable complaints towards the company on their Reddit page including: numerous streaming and website bugs, subbing errors, payment issues, subscription price gouging, poor customer service, and lack of transparency; their business practices and finances should be investigated. I do not want any contact from *********** as I am aware this corporation is unlikely willing to attempt communicating with their customers (aside from popular social media stars, celebrities, and major corporations). I am only here to submit a complaint and information for BBB to note, record, and be aware of.

    Business Response

    Date: 11/12/2024

    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:10/30/2024

    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.
    I paid purchased two pins at 20 dollars a piece. I paid 15 for 2 day shipping and it wasn't chipped until the third day with an incorrect and incomplete address. When I purchased it I did not receive a verification email confirming the order and had to email them for my order number. When I tried to change the address I had to email them again and wait a whole day for a response so the order shipped to and incomplete address the day I tried to fix the address. When I asked them to contact ***** to change the address they claimed they are unable to do that. I want a full refund and for someone to fix their logistics.

    Business Response

    Date: 02/04/2025

    Hello, letting you know this order was refunded on 11/6. If you need anything else, please contact our customer experience team online.

  • 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,

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

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