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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:06/08/2024

    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.
    Over the past three weeks, the service provided has been horrific. While streaming, it suddenly stops with an "Oops" messages, you can be suddenly signed out and be booted from the service entirely with a page that says its going to reload in ** amount of seconds but just continues to do so. Majority of the time I cannot even get in to my profile, which I do need to do to change my payment settings before the next billing cycle. There is no method to contact the company, no email, phone, or chat service for their streaming side of the service, only for merchandise. Their virtual support and help center only bring up useless articles which anyone who streams any service already know. Their contact us contains no information, only a link to contact them which sadly brings you back to the automated virtual assistant.

    Business Response

    Date: 06/11/2024

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


    Customer Answer

    Date: 06/11/2024

     
    Complaint: 21820965

    I am rejecting this response because:

    I did receive an email from an employee earlier.  I can say two things from his message:

    1) He claims their email system is not working properly, yet this is how I was contacted?

    2) They had no information in regards to this complaint.

    Before closing out the complaint, I would like to see how the business manages to fix the problems,which have been passed along to their agent, if they get my email I guess?

    Sincerely,

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

    Business Response

    Date: 06/13/2024

    Dear *******,

    We will investigate the issue reported by you with the appropriate team and we will send you a follow up email with a potential resolution.

    Could you please let us know if you also reached out to us using a different email address? We haven't found other interactions where the email system not working properly was mentioned, so we would like to investigate that as well.

    Thank you for your understanding and patience!

    Customer Answer

    Date: 06/13/2024

     
    Complaint: 21820965

    I am rejecting this response because:

    There is no method to contact you via email or otherwise which was part of my original complaint.  Only your virtual assistant. I did not contact using any other email address because in order to contact you, I had to get the BBB involved.  If you would review my last response it says your customer service agent said that your email system was experiencing a malfunction.

    I received a response today that just states they will pass my issue along to tech support and email when a solution is available. Great customer service.

    Sincerely,

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

  • Initial Complaint

    Date:06/05/2024

    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 had 3 open orders from Right Stuf Anime originally placed in February 2022, that remained open due to backordering. On 5/30/2024 I received two emails from my credit card regarding charges. I did not receive any communication from Crunchyroll that the orders were fulfilled or any additional information. By logging into my RS legacy account, I was able to see 2 of the 3 orders were now fulfilled and later, **** tracking appeared. I made several attempts to contact ***********, because the shipping and billing address was no longer valid due to the order being over 2 years old. Removing the old address from my account several months ago apparently had no effect, because the order was shipped out based on the order address. I needed the shipping address updated to my new, correct address.At my expense I had to set up a Package Intercept request with ****, to attempt to redirect the package to my correct post office for pickup, and I am still awaiting confirmation from **** if it will be successful.I made attempts to cancel the last open order, and your only method to cancel is being directed to contact customer service. They have not responded and now as of this morning 6/5, I received an email from my credit card company that a charge has gone through so I will be dealing with this a second time.The only response I have received throughout this entire process was when I used the live chat function, because they had no choice. The chat only resulted in them sending an email to let me know that they are "escalating to tier 2".I will be filing a claim with my bank if I do not receive my orders.

    Business Response

    Date: 06/07/2024

    Hello,

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

    Customer Answer

    Date: 06/11/2024

     
    Complaint: 21805280

    I am rejecting this response because my case is still awaiting resolution. The agent contacted me to collect necessary information and let me know that the case has been escalated to a manager, who will need to process the refund.

    Once the refund has been processed, I will consider this resolved. Thank you for your time.

    Sincerely,

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

    Business Response

    Date: 06/13/2024

    Hello,

    Refund has been sent, please allow 3-5 business days for it to appear in your account. If you need anything else, please contact the agent. 

    Customer Answer

    Date: 06/13/2024

    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. **** was escalated to manager and the refund was sent as promised.The customer service agent ******* was very helpful and responsive,and I appreciate her time and efforts. I also appreciate that Crunchyroll did make it right in the end, but I hope that the company and the people in charge will take steps to set up better processes for time-sensitive issues and invest in support staff and provide them with the resources they need to meet demand.


    Sincerely,

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

  • Initial Complaint

    Date:06/01/2024

    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.
    Cancel the subscription but they still charged me.

    Business Response

    Date: 06/04/2024

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


  • Initial Complaint

    Date:05/19/2024

    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 switched over to crunchyroll when they bought out Funimation, ever since then its been nothing but problems. First i cant even change my username without having to wait weeks on end for them to actually do anything. Then for the past 2 MONTHS ive bene tryin to upgrade, and i keep being tild i have an active Funimation subscription and that i need to cancel it... AN ENTIRE MONTH AFTER ITS ALREADY BEEN SHUT DOWN. This is completely unnaceptable, why is it so hard to let people chanve their usernames or upgrade without having to wait weeks on end for a response email. And thats another thing, yall be closin tickets without resolving anything and jist leave me and many others hangin high and dry with no update. This is why piracy is king.

    Business Response

    Date: 05/20/2024

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

    Customer Answer

    Date: 05/20/2024

     
    Complaint: 21732596

    I am rejecting this response because:

    Noone is reaching out, no call, no email, no text, nothing. I demand a phone call.


    Sincerely,

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

    Business Response

    Date: 05/23/2024

    Hello *****. We have reached out to you requesting additional details about your charges. Please email us back so we can go ahead and figure this out. Thank you!

    Customer Answer

    Date: 05/23/2024

     
    Complaint: 21732596

    I am rejecting this response because:

    You keep trying to change the subject, this isnt about charges, this is about you lot lying to me about still having funimation, on top of trying to charge us even more when we dont even have the most basic features without needing to wait weeks on end for an email. And even through all this i still cant even upgrade without having to wait for the full month to end... at this point i dont even know if i want it anymore. Yall make things complicated for no reason. Now how about yall grow a pair and actually give me a call instead of hiding behind emails.
    Sincerely,

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

  • Initial Complaint

    Date:05/19/2024

    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 signed up for a monthly subscription to this company. They began billing me double each month. I canceled it. They continued to bill once each month. They have no phone number for Support. The chat team will not help with ending the repeated billing. They will not cancel my subscription despite many hours on virtual chat with them and emails back-and-forth. I continue to get billed each month.

    Business Response

    Date: 05/20/2024

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


    Business Response

    Date: 05/20/2024

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


    Customer Answer

    Date: 06/18/2024

     This matter has not been resolved. I had reported the company Crunchyroll for continuingly to bill me after I canceled the subscription.  their customer service reached out to me and did not solve anything. I just received yet another billing cycle this month. They continue to bill my card despite me canceling months ago, despite me reporting them to the Better Business Bureau and despite me responding to every email they sent me, they continue to bill. They refused to give me a phone number to speak to a person to resolve this matter. I dont know what to do any longer. It is fraud and theft at this point, can you help me?
    *********

    Business Response

    Date: 06/19/2024

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

  • Initial Complaint

    Date:05/15/2024

    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.
    Yes I was trying to speak to someone for *********** and they wont answer my question if I can use the same email adress

    Business Response

    Date: 05/16/2024

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


  • Initial Complaint

    Date:05/15/2024

    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.
    This occurred on 4-27-24 I ordered a figure off of crunchy roll for a birthday present. Upon arrival I noticed thats the figure box had looked like it was stabbed, but the box it shipped in was in perfect condition. I am a collector so I didnt want a damaged box, and then thats when I contacted crunchy roll for the first time. I contacted customer service on May 3rd and received a reply asking for information on the order, which I provided right away. They replied after telling me that they would have a support specialist assist me further, and that they would be with me shortly. I contacted them on the 4th with no reply and then on the 6th. They got back with me on the 7th informing me that they no longer had the figure and wouldnt be able to replace it as I had asked to exchange, because I didnt want a damaged box. They said the could give me a full refund with the return of the product or a partial refund of 20$. I explained to them that I wanted to return it for a full refund. After that no reply till the next day. They contacted me to inform me that their label maker was under maintenance, they informed me that it would be back live soon and that they would send me a label as soon as it was fixed. I replied asking for a higher up as this had been going on for about 5 days now, and I got no reply. I have not received a reply to this day. Ive submitted once again another request to speak to customer service as they do not have a number to call just an email. I have not heard from the company since the 8th though and havent got a reply from my new request sent yesterday.Package information: order number ********* Tracking number **************************

    Business Response

    Date: 05/17/2024

    Hello,

    Refund has been issued. Please work with the agent if you need anything else.

  • Initial Complaint

    Date:05/07/2024

    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.
    Crunchyroll is taking out monthly membership dues directly from my checking account but I did not create a membership. They only have online help but wont resolve my issue without an account information or email or credit card number. Since I did not create an account and it is being directly deducted from my checking account, I do not have that information. They tell me there is no one who can help me without that information. That leaves me no recourse to solve the issue other than closing my checking account which would impact my regular bills. Please help me. They are stealing $9.99 per month from me.

    Business Response

    Date: 05/08/2024

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


  • Initial Complaint

    Date:05/04/2024

    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.
    My Gift Card Code for 12 month Premium Membership is: 3CMDFUXJ4DLJQFX3.I received my gift card from a relative on January 13 and I applied it to my account which was accepted. I was on an existing monthly paid subscription but was told by **************** my gift card membership would start after my paid subscription expires (Support ID #********. On May 1, my account no longer had any Premium Membership. I contacted **************** and was told it has been escalated. Since then, I have not yet received any response from escalation.

    Business Response

    Date: 05/07/2024

    Hello. Our customer service has reached out and sent a new Premium code. Please work with the agent if you need anything else.


  • Initial Complaint

    Date:05/03/2024

    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.
    Had a pre order item back in March of 3/18/24 from Rightstufanime which crunchyroll just acquired well they ended up making it hard to see or access the rightstufanime website unless you look through the Crunchyroll site was finally able to see I had that order. I decided I want to cancel the order since it was cheaper else even on Crunchyroll own website. Contacted support they said they would help didn't ended up getting the item delivered to me. Had to contact support a numerous amount of time over a couple of weeks until early April they finally sent me a return tracking number do I sent it out. The item got returned never got confirmation on the item being returned or a refund being processed it's be about 2 weeks since my return got to them and never got a status update about a refund I just contacted them and all they said was everything seems right on their side and a refund was processed and told me to wait a couple of week after waiting literally 2 weeks. They told me I can contact my bank as well.

    Business Response

    Date: 05/06/2024

    Hello,

    Our customer service has reached out and was confirmed that the refund was received. Please work with the agent if you need anything else.

    Customer Answer

    Date: 05/06/2024

    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 finally got help after going through multiple support people none were helpful until I met the one I got now.

    Sincerely,

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

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