Account, payments & subscriptions

[Tammye]

I placed my order on October 11 2021. My account was charged . My email says the product is in stock but the status still shows  “processing”. . I sent an inquiry on October 15 but have not received a response. There is no other way to make contact. I would like to know if when my product will ship 

[RokuKariza-D]

Hello @Tammye

Thanks for bringing this to our attention. 

I followed up on your concern to our Support team. Please keep an eye on your email since they'll be reaching out to you from there.

All the best,
Kariza

[Cpokevin]

I've had the exact same problem Tammie.  My device was finally shipped.  After being so angry with the lack of response to my complaint I decided to return the device.  Guess what?  I can't get any response to my request for that either!

I guess that Roku is suffering a staffing shortage too!  Sure would be nice to get some actual customer service!

[Tammye]

oddly enough after making this post my order has been shipped and only 8 days after placing the order. You would think they could have at least expedited my order as a courtesy.  

[Cpokevin]

Tammye,  First, forgive me for misspelling your name before. 

Yes!  They certainly should have sped it along when the problem was identified.  

I still haven't received a response from Roku.  I wrote "rejected" on their package today and gave it back to the mail carrier.  Next I will dispute the CC charge.  Arrgh!  

[tom57]

The same thing happened to me. They seem to have an issue with shipping. I requested a refund and will order from Amazon.  After my order was placed and charged, I never received an email about when it would ship or anything after waiting about 5 days and still no information, I went to support chat and it was very difficult to get information about when a replacement would ship so I requested a refund. I will not order from them in the future. good luck with your order.

[Cpokevin]

Tom,  Thanks for chiming in.  I never found a chat option or I would have been all over it.  I've been waiting since Thursday to get any response at all to my return request but nothing.  I did look on Amazon as well and found the same product for $3 more than the "discounted" one here.  I'd gladly pay the difference just for some customer service.  I know from experience that Amazon has that piece down to a science.  

[RokuDanny-R]

Hi everyone,

Thanks for the inquiry.

For order related issues, please reach out to our support team directly here for your 'Questions about returning my Roku device or managing my order' issue, here: https://support.roku.com/contactus. They will be able to further assist you.


Thanks,
Danny