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:03/01/2024

  Type:Delivery 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.

  Order: #******* from the Crunchyroll store On Mar 2 2023, I ordered items from the Crunchyroll store. The order included both in-stock and preordered items, and I received the in-stock items very quickly. The preorder item is long overdue and I havent received anything.Im waiting on my ************* pop up parade which was supposed to ship Nov 30 2023, but I havent received any shipping details. I also made a customer support ticket on Dec 4 2023 with no response, and even reached out to the live chat support on the Crunchyroll site on Dec 20. The customer service agent said they had to escalate my case and that I'd hear back soon, but I still haven't gotten anything.I followed up by messaging their Instagram account on Jan *******, but havent received a response either. To this day, I havent gotten any updates on my item, and no refund either. I want a refund on the figure, as its been over 3 months since the preorder arrival date. The ************* figure Im waiting on is $42.99 USD.

  Business Response

  Date: 03/07/2024

  Hello,

  Refund was processed as requested. Please reach out to the agent if you need anything else.

  Customer Answer

  Date: 03/07/2024

  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 wish you all the best! :)

• Initial Complaint

  Date:02/28/2024

  Type:Order 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.

  Previous case #: ********. I was initially satisfied with the response from Crunchyroll; however, it's been more than a week and the item in question has only had the shipping label printed. The item has not officially shipped, and I contacted customer "care" again. They stated they cannot help me, but can only send a ticket back to the same e-commerce team that never got back to me the last time I tried all this. Their customer service member, *****, would not let me speak with a manager about the issue. I would like my item shipped. It's past due, it's in stock on their website. The last package got "stuck". For some reason, I cannot find those emails, but I am certain they have several open tickets with me that they can share to explain themselves. I do not intend to close this ticket with the BBB until the item is received this time. I am concerned about future shipments as well. Thank you for your time.

  Business Response

  Date: 03/01/2024

  Hello,

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

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21360333
  
  I am rejecting this response because: I have NOT received correspondence from Crunchyroll. No one has reached out.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/07/2024

  Hello,

  Our customer service reached out last week via open ticket. Please work with the agent to resolve this issue.

  Customer Answer

  Date: 03/07/2024

  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. Thank you for all your help. The item has been delivered to me. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/27/2024

  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.

  *********** is refusing to close my account with them even after I have submitted multiple tickets asking for my account to be closed. Their *** states to submit a support ticket to get your account closed, I submit a support ticket asking for the account to be closed and all they do is send me the *** and tell me to submit a support ticket.The account is in my name with no active orders and they are refusing

  Business Response

  Date: 02/29/2024

  Hello,

  Our customer service has reached out and explained the account deletion process. Please work with the agent to resolve the issue.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21354087
  
  I am rejecting this response because: All the customer service agent does is refer me to the *** despite the fact that I am following the ***'s instructions and submitting a ticket per the ***'s instructions.  They are not doing what is being requested
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/07/2024

  Hello,

  Your ticket was escalated to the appropriate department. Please work with the agent to resolve the issue.

  Customer Answer

  Date: 03/07/2024

  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:02/26/2024

  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.

  I ordered a figure on January 6th, 2024 and they never shipped it out. I was in a constant battle with their customer service for weeks before receiving an email saying on February 14th that I was going to be issued a refund. Today, February 26th, I receive an email from customer service that I was being charged again and my order was never cancelled. And that the item was shipped, however I can't find a tracking number anywhere. Every time I contact customer service its the same old story that they can't help me and that they need to escalate the ticket. Once the ticket is escalated, I never hear back from anybody. I contacted them again today and now I'm filing a complaint. I have attached photos of the order, the email that said I was given a refund, and the email from today telling me that I was being charged and the order has shipped.

  Business Response

  Date: 02/28/2024

  Hello,

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

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21349311
  
  I am rejecting this response because:

  Customer service reached out to me on the 23rd. I responded on the 26th and have not heard back from them regarding this issue.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/01/2024

  Hello,

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

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21349311
  
  I am rejecting this response because:

  Your customer service has reached out, but they only did so after I filed this complaint against your company. I would like to keep this complaint up until the issue is solved. I still dont have a tracking number although I was told the item was shipped and we have not reached a resolution yet. I have very little information.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/07/2024

  Hello,

  Order was requested to be cancelled and it has been refunded. Please work with the agent to resolve this issue.

• Initial Complaint

  Date:02/24/2024

  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.

  Ellation owns and operates Crunchyroll, a subscription based streaming service. Crunchyrolls membership pricing tiers are not made public on their website, cancellations and adjustments have to be done through customer service inquiries, and they do not maintain a working phone line, at least not for US customers. The most efficient cost of the lowest membership tier ($79.99/year) with the least benefits is higher than the mid level tier ($15.99/quarter). The fact that they hide this and I could only find out after creating a customer support ticket seems an intentional method of deceiving consumers into paying more for less. With Ellations acquisition of so many other anime streaming services, theyre starting to look like a monopoly; no wonder people are pirating anime so much these days. I want Crunchyroll to advertise their pricing structure on their website.

  Business Response

  Date: 02/29/2024

  Hello,

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

• Initial Complaint

  Date:02/20/2024

  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.

  Crunchyroll wiped all order information off of there website late last year and I have discontinued purchasing items from their store for this very reason. I have started being charged for orders I made last year but I am getting no notification of what items I have pre-ordered or what items have shipped after I am charged for them. I would like a list of my preorder items and an explanation of my newest charge with an estimated date of arrival. Attached is the charge and the date it was charged.

  Business Response

  Date: 02/22/2024

  Hello,

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

• Initial Complaint

  Date:02/17/2024

  Type:Product 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.

  Date of transaction was 2/14/2024 Amount of $9.99 for premium account on their site.I paid through my iPhone using PayPal. The payment was processed immediately and showed up as a subscription through my iPhone.After a half hour of it not updating on their site or app I searched their FAQ and then attempted to use the automated system to confirm my subscription. It transferred me to a real person and I provided all the information asked by FAQ and the screenshot requested by the agent and they said I would receive a email about the issue. The next day I checked my email and seen only the confirmation of a ticket being made. I replied to the email trying to get more information around 4pm. Then I attempted to use the automated system again. It transferred me to a real person again and again I provided all the information and screenshots requested from me, I asked for a normal time frame for a resolution. They said no more than 24 hours. I thanked them and waited. The next day no response and no premium account. I uninstalled the app reinstalled, relogged in, then tried contacting them again. The automated system wouldnt allow me to talk to someone and the email asked for the same information I provided every time before to every person Ive talked to.I replied to the email today and just canceled my subscription and tried to get a refund started. Again the automated system locks me out of being able to talk to someone after waiting 16 minutes in the chat for the next available person when I am using my phone to use the chat. I have other issues to deal with today and cant watch my phone screen for text based responses that I cant look away from until it arrives with 0 information of how long it will take or any way of notification that I am getting a response other than staring at my phone for over 17 minutes apparently.

  Business Response

  Date: 02/21/2024

  Hello,

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

  Customer Answer

  Date: 02/24/2024

   
  Complaint: 21307395
  
  I am rejecting this response because:
  The people I have been working with dont actually read what Ive said or looked at the pictures I provided at their request. If you wish to resolve something the first step is to understand the problem. I have already received a refund though so I will accept your next response but that definitely needed to be said after I had to deal with so many of your employees and none of them would read the whole message or even look at past messages. The refund was processed by apple not crunchyroll so they dont even seem to deserve credit for resolving the payment issue much less the account issues with their site and services 
  Sincerely,
  
  ***********************************

  Business Response

  Date: 02/27/2024

  Hello,

  Looks like the refund has been issued. If you have any other questions, please reach out to the agent who contacted you.

  Customer Answer

  Date: 03/01/2024

  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:02/16/2024

  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 have been trying to get a response from this company for a week regarding an issue with getting into my account (the password reset link is not being sent to my email) and I have either gotten silence or "we'll escalate this to a specialist" and no response in days. They already charged my account for this month. ALL I want is to be able to get access to My account again BEFORE they charge me next month and they're not giving me any real resolution or feedback.

  Business Response

  Date: 02/21/2024

  Hello,

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

  Customer Answer

  Date: 02/21/2024

  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:02/14/2024

  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 have been trying to cancel my subscription to the app for over a month and it sends you in a circle without letting me cancel still don't know how

  Business Response

  Date: 02/15/2024

  Hello,

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

• Initial Complaint

  Date:02/14/2024

  Type:Delivery 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.

  Order # *******. Feb. 10, 2023 I make an order on their e-commerce website. It's a preorder and I understand that it'll be a while until the item is ready to ship. November 2023 I notice the item is in stock on the website and I think that it's just now getting shipped out. I wait through December because of the busy holiday seasons. Nothing. Jan 26, **** I email their customer service to see what's going on. No reply. Jan 31, **** I message them again, they say "we have not received shipment yet." I reply with it's on your store front in stock right now. No response after. February 9th, I message them again on their customer service chat line and they say "Thank you for being so patient and cooperative with me. I have already shared the order number and ticket details, so my supervisor will be highlighting your ticket to the Crunchyroll Store support to handle on a priority basis. You should be getting a response very soon from E-commerce support." I heard absolutely nothing. It's one figure, and it's in stock on their website. They haven't sent tracking or anything. I'm not mad, but I'm wanting some sort of actual help, please. The order was on their legacy website, and I figured they'd have trouble, but not this bad. Figure is "Digimon Adventure - ***** Lookup Figure x1 @ $25.64 (tax not included) with free shipping.

  Business Response

  Date: 02/15/2024

  Hello,

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

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21293051
  
  I am rejecting this response because: I have not received an email with tracking yet. I am also not confident that I will since the purchase was made on the legacy e-commerce system and I have never received a shipping notification with older orders. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/22/2024

  Hello,

  Tracking information has been provided. Please work with the agent if you need anything else.

  Customer Answer

  Date: 02/22/2024

  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. Thank you to everyone at the BBB for your help, and thank you to the support team at Crunchyroll for resolving this issue with the legacy system for the e-commerce store. I really appreciate your time and effort. Have a wonderful day!
  
  Sincerely,
  
  *******************************