Account, payments & subscriptions

[bifd18]

I ordered a new 4k streaming player, but at checkout I noticed the address it was being shipped to was incorrect.  I quickly submitted a support ticket as that was the suggested remedy although it gave a caution that the ticket had to be submitted within the first hour.  I thought I was good as it was literally 5 minutes after I submitted the order.  The help ticket went unanswered and today I got an email stating that the unit shipped to the wrong address.  I submitted a second ticket and no one has contacted me either by phone or by email.  Any suggestions on how I can get this resolved?  

[RokuNimfa-C]

Hi @bifd18, 

Thanks for reaching out to the Roku Community. 

We understand that you have concerns with the delivery address for your order. We can see that the support team is closely working on your request and they will provide you an update via email once feedback is available. 

We would recommend continuing to work with them to resolve the issue you are experiencing as they would be best able to assist you moving forward.


Regards, 
Nimfa

[bifd18]

@RokuNimfa-C 

Well, despite them working on the request, the player was delivered to the wrong address.  Their response to me at 1000 this morning was the unit already shipped and I should contact the carrier.  I contacted the courier and they have already delivered the unit to a mailbox and there is nothing they can do to help.  I am not sure how to proceed here other than to dispute the charge on my credit card and walk into a big box store and buy a player today.

Very poor customer service responsiveness.

[RokuNimfa-C]

@bifd18 

Thanks for your response. 

We apologize to hear about your experience. It seems that one of our Support team members already reached out to you and offered a solution. We appreciate your patience and understanding in this matter. 

Let us know if you need additional support; we're here to help you further. 


Regards, 
Nimfa