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Gera123
Level 7

Order never received/Customer service is TERRIBLE!

I ordered 2 roku remotes on Balck Friday, 11/25/22, they never showed up. Tracking number given by customer service says that item does not exist. I have provided customer service agents with the order number 3 times, I have yet to receive any information, guidance or the actual package. Customer service is very poor, basically send automatic messages and does not answer any questions. I am ready to call my bank and dispute it and report this. This is very frustrating and upsetting. When I made the order, they sent the confirmation to an email that I no longer use or can access, site did not ask for email address. I have been trying to locate my package for weeks with zero help. Agents have all been incompetent robots. 

3 REPLIES 3
RokuMary-F
Roku Employee
Roku Employee

Re: Order never received/Customer service is TERRIBLE!

Hi @Gera123,

Thanks for reaching out to the Roku Community!

I understand your sentiments about this and I would feel the same way. I can see that you’ve been in contact with our Support team regarding your order issue. Rest assured that I’ve escalated your Support request. Please keep an eye on your email, a member of our Support team will be in contact and follow up to assist you further.

We appreciate your patience for the time being.


Best regards,
Mary

0 Kudos
Jl18
Level 7

Re: Order never received/Customer service is TERRIBLE!

I have been waiting since December 3rd for my order. How do you get a hold of customer service?

0 Kudos
Iona-D
Level 14

Re: Order never received/Customer service is TERRIBLE!

What Customer Service?  Where?

Does not really exist in the way you would expect them to be.

0 Kudos