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:08/14/2024

  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.

  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:

  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.

  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:

  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 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:

  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.

  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,
  
  *****************************

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair 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.

  I reached out to customer support to inquire about receiving a refund for an order I placed months ago but never received as it was a preorder and I moved so did not have access to the address and they have a policy about not being able to change the address. Additionally, the preorder was supposed to ship out (December 2023) before I moved (January 2024) and I received no notification about the order until April 2024. They dont have an accessible phone number or email so I tried online chat two times in the span of about 4 hours. The first time I was told theyd escalate it with an email. The email stated that they had processed the refund. Upon checking my bank account about 20 minutes later, I saw they had charged me with the full amount instead of giving me the refund. I emailed them back thinking it was a mistake and received no response for hours so I sent another email and again no response. I tried online chat again and was told the same thing: theyd escalate it with an email. Its been an hour since and I have yet to receive an email regarding getting the issue fixed.

  Business Response

  Date: 07/11/2024

  Hello,

  We have checked our records for your order and we can confirm a refund has been issued. If you have any issues please reach out to our customer experience team online. 

  Customer Answer

  Date: 07/11/2024

  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:07/01/2024

  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.

  Back in 2020, *********** updated their subscription tiers and structure and I took the opportunity to upgrade my basic subscription to the the highest tier. Fast forward to a couple months ago when I arbitrarily reviewed the tiers and noticed that I was not getting the benefits of my subscription tier. I brought this up to customer service and I was told that my subscription, while displaying the correct tier on the front end, was "mislabeled" on the back end and that I was not actually at the tier that the front end says I am at. I have been going back and forth with them for months now and not only have they refused to honor the subscription, they have made no effort to correct the error other than to tell me to cancel my subscription and pay more money to re-subscribe.

  Business Response

  Date: 07/01/2024

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

• Initial Complaint

  Date:06/26/2024

  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 received a collectible with a lot of damage. Even a hole in the box which couldn't of occured during transit, it looks like a box cutting knife poked right into it in addition to other damage. I simply emailed them, provided pictures of the damage, and requested a replacement/exchange for the same item and was told they couldn't help me. I responded asking for at least a promo code to waive shipping so I could order my own replacement out of my own pocket but they responded saying they don't issue codes upon request. Basically I was told I'm sh*t outta luck and they won't do anything to help. It's only a $9 item and $7 shipping, a simple fix but instead they chose to have awful customer service. I simply want it replaced for one that doesn't have a hole in it.

  Business Response

  Date: 06/28/2024

  Hello,

  Unfortunately, according to our policy, we do not provide any refunds/exchanges/promo codes/gift cards for damages to the box as it does not affect the use of the item. 

  Customer Answer

  Date: 06/28/2024

  My full name is *********************. I also attached my order packing slip which includes my full name and address. 

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21906943
  
  I am rejecting this response because:

  I can understand not allowing exchanges or returns for damage during transit however this is a hole stabbed into the box and it was packaged and shipped to me in that condition. It's a collectible and I expect it to be shipped in good condition from your warehouse but it was damaged from the start. I can understand the creases and such being out of your control however the hole is unacceptable for a collectible. The bare minimum your customer service could of offered was the promo code for free shipping as I was willing to order a replacement out of my own pocket. 
  
  Sincerely,
  *********************

  Business Response

  Date: 07/03/2024

  Hello,

  Unfortunately we are not able to offer anything, as the item is still useable and in good condition. The following is stated on our site: For Funko POP! Figures - The printed box the POPS! are packed in is considered part of the shipping container for the product with the Funko POP! inside. As per our shop policy, we are unable to offer refunds or exchanges due to damages to the box on Funko POP! Figures. This includes promo codes and discounts. 

• Initial Complaint

  Date:06/17/2024

  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 keep repeatidly sending emails trying to get a phone number ir in contact with literally anyone at this point. I cant upgrade or manage the subscription because their system keeps telling me to go to funimation, a service that no longer exists. Even now that i cancelled premium it still dosent let me manage it without "going to my funimation account" their support team takes way too long in responding. Its been more than 2 weeks since i recieved anything from them. At this point it genuinely feels like theyre hiding from me. This is completely unnacceptable. I demand a phone call. I demand to speak with someone about this.

  Business Response

  Date: 06/18/2024

   

  Our customer service has reached out with the following reply:
  

  Hi *****,
  
  We have received your inquiry and would like to help you out.
  
  As we said, you are not currently subscribed to a Funimation subscription under the email address *********************** especially since you haven't received any recent charges from Funimation.
  
  Also, your Crunchyroll account under ********************** is not associated with a paid subscription. 
  
  Also, with over 120 million registered users on Crunchyroll, phone calls are unfortunately not an efficient method of ensuring each customer is addressed and accounted for.
  
  Please let us know is there's anything else we can do for you.

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21862717
  
  I am rejecting this response because:

  Ive provided a picture proving that theyre lying about the funimation subscription. Also i demand a legitamite reason as to why they are too scared to gi e me a phone number. Thats not a legitamite excuse. I demand to speak with someone about this.

  Sincerely,
  
  ******************* As

  Business Response

  Date: 06/19/2024

  Hello,

  With over 120 million registered users on Crunchyroll, phone calls are unfortunately just not an efficient method of making sure each customer is addressed and accounted for.
  
  We'll certainly do our best to get back to you via email in a timely manner, so please don't ever hesitate to write in if you need any assistance.

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21862717
  
  I am rejecting this response because:
  How yall still not fix the problem here? I know yall see the picture, i know yall see the problem, how has it taken yall LITERAL MONTHS to fix this?
  Sincerely,
  
  **********************

  Business Response

  Date: 06/25/2024

  Hello *****,

  Could you please let us know what problem specifically you are referring to?

• Initial Complaint

  Date:06/14/2024

  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.

  My order number is *********. On 5/16/24, I ordered 2 packages worth of items but I never received the items. The tracking shows that one package was never shipped and the other package was never delivered. I just want my refund for the undelivered items.

  Business Response

  Date: 06/25/2024

   

  We will be working with the consumer directly to resolve this issue. 

• Initial Complaint

  Date:06/08/2024

  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 anime streaming service is not ADA *************** are videos with audio in Japanese with English subtitles.There are videos with audio in English with no subtitles.Is Crunchyroll getting by without breaking the law because 1 version has subtitles?ADA overview: The Americans with Disabilities Act ***** requires public entities and places of public accommodation to provide closed captioning or video transcriptions for all public-facing video content. This includes educational, instructional, and entertainment videos. The purpose of this law is to ensure that people with hearing impairments can access video content.

  Business Response

  Date: 06/11/2024

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