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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:05/01/2024

    Type:Order 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.com is a premier anime website offering a free account as well as paid services for viewing anime shows. Before March 2024, Funimation.com was a direct competitor, that offered the same style of services at a cheaper price. It was announced that Funimation was being purchased by Crunchyroll and that all accounts would be merged from Funimation to Crunchyroll. Once the merge occurred, former Funimation account holders would be billed at a discounted rate for the same level of service offered by Crunchyroll. With Funimation, I had a premium membership that was renewed every year at a set price. The expectation is that with the merge in March 2024, my premium account would have moved to Crunchyroll and I would then set up payments with Crunchyroll. Since March 2024, I have sent multiple messages to customer support as my account is not merged and I can currently only access the free Crunchyroll account. If I sign up for a paid account, I will be paying full price versus the discount amount promised as a former premium Funimation account holder. It has now been 2 full months, and my account is still not working. At this point, I have (2) options. Option (1) - Delete my personal information from Crunchyroll and not use their services at all. Option (2) - I think a free year of service with their premium account perks should be rewarded.

    Business Response

    Date: 05/03/2024

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


    Customer Answer

    Date: 05/03/2024

    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.

    Sincerely,

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

  • Initial Complaint

    Date:04/26/2024

    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.
    Seeing as how Funimation has been bought by your company, I suggest you return my access to the digital movie I've purchased. Or I will be contacting a lawyer. The movie I'm making this complaint over is Dragon Ball Super Broly. I received the digital copy through a redeemed code upon purchasing a physical copy of the movie at ******* in January a couple years ago.All I want is access to what is rightfully mine. Return that access to me and I will have no further complaints on the matter.I expect a helpful reply on the matter soon.

    Business Response

    Date: 05/03/2024

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


  • Initial Complaint

    Date:04/13/2024

    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.
    Over the last few months Crunchyroll.com has acquired Funimation.com, with the full change going effective 02Apr2024. As part of that transition, the price of subscription increased from $5.99/month to $9.99/month. On 12Feb2024 I attempted to cancel my subscription to Funimation.com to stop using the services.The system failed to process this cancellation, with the unsubscribe button not being an item that could be clicked on the website. My account was then transitioned into a Crunchyroll.com account, and my membership was converted to a Crunchyroll.com membership.On 13Apr2024 I attempted to cancel my membership to Crunchyroll.com membership. On the membership page to cancel my subscription I received the following text:"Your subscription with Funimation is still active, to manage your subscription Go to you Funimation Account" with a hyperlink to access the account. Reference attachment for page.Clicking the link goes to Crunchyroll.com, again preventing me from cancelling my subscription service. Both Funimation.com and Crunchyroll.com have taken steps to actively prevent members from being able to cancel their subscription services.

    Business Response

    Date: 04/18/2024

    Hello. Our Customer Experience team has reached out. Please work with the agent if you need anything else.

  • Initial Complaint

    Date:04/04/2024

    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.
    Crunchyroll has recently merged or bought out funimation and the funimation accounts were transfered to crunchyroll. Crunchyroll has issues iv never had with funimation. I was watching a show on there today on my switch and now I can no longer watch it just gives me a error saying oppps something went wrong. Under it says try again but you click it and nothing happens. I went on there website to contact customer service. There get help button on there same thing you click on it and it's not actually connected to another url nothing happens. I want funimation back.

    Business Response

    Date: 04/05/2024

    Our customer service has reached out. Please work with the agent to resolve this issue.

  • Initial Complaint

    Date:04/03/2024

    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.
    On April 2, 2024 Funimation account was transferred over to Crunchyroll. When I log into Crunchyroll it states I need to change the account from free to one of the premium accounts to watch the content but they will start billing me for the premium plus account original with funmation and I cannot disable the billing because it is not showing correct. I need Crunchyroll to fix the account to show my premium access or cancel the account.

    Business Response

    Date: 04/05/2024

    Here is what I posted: Our customer service has reached out. Please work with the agent to resolve this issue.

  • Initial Complaint

    Date:03/30/2024

    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.
    On Febuary 27th I placed an order for a figure. 30 days pass and it still processing, **************** has been silent besides what I assume are automated responses and/ your standard "we'll look into it". Other than that they've taken the money and just not fulfilled their end of shipping it too me after a month of waiting.

    Business Response

    Date: 04/01/2024

    Hello,

    Our customer service has reached out. Please work with the agent to resolve this issue.

    Customer Answer

    Date: 04/02/2024

     
    Complaint: 21508801

    I am rejecting this response because:

    As

     far as I can tell there has been no action taken on the order beside messages from customer service. Saying they are working on it. Which if true would mean the item would have been shipped by now.

    Sincerely,

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

    Business Response

    Date: 04/04/2024

    Hello,

    Our customer service has reached out to explain the warehouse issue and rerouting your order. Please work with the agent to resolve this issue.

  • Initial Complaint

    Date:03/30/2024

    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.
    Hello,I had placed an order for three figurines on November 25, 2022 (Order #*******) which included KonoSuba - Megumin Pop Up Parade (Swimsuit Ver), Hololive - Ookami Mio Pop Up Parade, and ************************** Up Parade. 2 of the 3 orders arrived soon after I purchased the items (December 23, 2022) . On March 25th, 2024, I received an email that my order was shipped out, which was the last figurine that wasn't shipped out two years prior (Hololive - Ookami Mio Pop Up Parade). On November 2023, I had moved out into a different address and the order was being shipped out to my old address. I had contacted ***********'s store twice through their live chat service, both of which have escalated the issue to a specialist to resolve the issue and would contact me via email. I have not heard a response from the specialist that was being referred to. I had tried contacting **** twice via phone call and I was not able to change the delivery instructions to have it delivered to my new address. I had tried contacted the **** location where the package was located in via phone call but was unable to get through as their mailbox was full and the call automatically hung up. The package is now delivered to the old address despite my efforts, I am demanding a refund and apology from Crunchyroll. I am very dissatisfied with the lack of customer support and how I have waited TWO years for my order to be shipped.

    Business Response

    Date: 04/01/2024

    Hello,

    Our customer service has reached out. Please work with the agent to resolve this issue.

  • Initial Complaint

    Date:03/29/2024

    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 offers an ultimate fan membership and with that membership your saposed to get a 25 dollar discount every 3 months but I have to reach out to customer support to be able to get this discount and after 12 months of payments you become eligible for an annual swag bag but this also is something that crunchyroll expects you to keep track of and to be on the lookout for an email that apparently gets sent a month apart from when you hit 12 months consecutive payments but my issue is that crunchyrolls transparency and what feels like a willful attempt at defrauding paying customers by either relying on their lack of attentiveness or by makeing the process so utterly time consuming that noone in their right mind is going to actually follow through to be able to receive their swag bag or my $25 discount every 3 months. Crunchyroll in my opinion has the ability to streamline this process but does not want to do that because they make money on every discount that is not used and especially with the annual swag bag the fewer that get redeemed the more they make. They have a built in system on the app and on their website that sends out notifications but it will not tell you that you've hit 12 months membership and are eligible for a swag bag and to be on the lookout for an email. All I am seeking is for the better business bureau to be aware of these practices and I'd also love an explanation from crunchyroll as to why they feel so comfortable alienating their customers because I do enjoy the service but this whole process has me feeling like I'm being taken advantage of as a consumer thanks and have a wonderful day

    Business Response

    Date: 04/05/2024

    Hello,

    Our customer service has reached out. Please work with the agent to resolve this issue.

  • Initial Complaint

    Date:03/21/2024

    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.
    On August 22 2022 I placed an order on the Crunchyroll Store for 1 in stock item and 1 pre-order item, the in-stock item was received without issue.After a store update I was unable to see my active pre-order, in April **************************************************************************************************************************************** my Crunchyroll Store account again.The pre-order item was due to be released September 2023, I heard nothing from Crunchyroll so on November 10 2023 I reached out to custom support and was told "The items in question were released, but due to the new transition to the new warehouse, we're experiencing delays. Please allow another ***** business days for the package fulfillment and follow up with us for the tracking number."I waited patiently but after receiving no package I followed up with customer support again on January ******* to check the status of the package, this time there was no reply from customer support.It is now March *******, I still cannot see the order in my account on Crunchyroll store, it is over 3 months since package fulfillment was supposed to occur, and over 2 months since I've been able to get a hold of anyone at customer support.

    Business Response

    Date: 03/25/2024

    Hello,

    Our customer service has reached out. Please work with the agent to resolve this issue.

    Customer Answer

    Date: 03/29/2024

    Better Business Bureau:

    I have reviewed the response made by the business, they have reached out and provided a refund, in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:03/15/2024

    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.
    They canceled membership and continues taking payment for membership. They are thieves.

    Business Response

    Date: 03/18/2024

    Hello,

    Please provide us with your email so we can look up your account to give assistance. 

Crunchyroll.com is NOT a BBB Accredited Business.

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