Account, payments & subscriptions

[DMMiller4189]

I returned a Roku Ultra about 3 weeks ago and Roku still has not issued a refund. They have my money and the product, so essentially they are stealing at this point. I've emailed them multiple times to try and get assistance, but all I ever receive in return is this canned email:

"Thank you for contacting Roku and thank you for your patience.

We have received the original unit at our warehouse and will be checking with our billing team regarding the refund status in order to provide you with an update.

Regards,
Roku Customer Support"

This is the most worthless customer service I have ever dealt with. All I want is either my money refunded or the Roku Ultra sent back to me. No company should be able to take your money and keep the product at the same time.

[RokuMary-F · Accepted solution]

Hi @DMMiller4189,

We appreciate your post.

If you were in touch with our Support team recently and still need further assistance, we would continue to reach out to them as they would best be able to assist you moving forward.

Thanks,

Mary

[DMMiller4189]

Absolutely worthless. This isn't helpful. Thanks for stealing my money.

[imtryan]

I received the same response.  Roku received my unopened device on March 4th.  I've had no reply to repeated inquiries after that first email.  How are they getting away with this?

[ywholey]

I agree. This company is impossible to reach. Are they located in the USA? Someone, please get a petition going or a sign-in list to take action against this group.

[ywholey]

Customer support? Customer support? Billing? Quality control department? Common Courtesy? 

Whatever happened to phoning a company and hearing someone say, "Welcome to Roku! How may I direct your call?"

[DMMiller4189]

All you get back is their template response. It's not customer support, just a bot response. I'm never buying another product 

[ywholey]

You know that is the way I feel but it is a shame because with all the stress going on, I enjoy the fights.  You know it is another example, of many, of the billionaires, do not care one iota. They have a phone number and when I call it rings and then just disconnects. Doesn't even try any communication at all. It's like I'm scum. I don't exist. It sucks because I'm just hurting myself when I follow through with the way I feel and stop dealing with them. The problem is that we have 3 Roku tv's that my wife bought at  Walmart for under $130 and a discount because she works at Walmart. If I try to get back at them, I am hurting my two boys and my wife. 

[RokuDanny-R · Accepted solution]

Hi everyone,

Thanks for the posts.

If you are already in touch with our Support team, we would recommend continuing to work with them regarding the issue you are experiencing.

However, please be aware that there may be a delay in response time from our Support team during this period. Please be patient as our Support team is doing their best to reach out to every customer that is experiencing an issue.

Thanks,
Danny

[DMMiller4189]

There's no help from the Support team. There's no being in touch with them. They don't reach out to anyone. All they do is send an auto reply that says exactly this:

"Thank you for contacting Roku and thank you for your patience.

We have received the original unit at our warehouse and will be checking with our billing team regarding the refund status in order to provide you with an update.

Regards,

Roku Customer Support"

They don't answer a single question you ask, they don't offer any solution, they don't communicate whatsoever. Canned responses are not customer support.