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DarkTygur
Level 7

Do not order from Roku! You might not get your items! Buy from Amazon instead!

I'm trying to shame Roku into actually sending the items I ordered. I see that whenever someone posts here with order issues, they say to go to https://support.roku.com/contactus for help. I already did that.

I tried chat multiple times, I tried calling, and I tried filling out the email form. Nothing works, everything funnels into the ticket system, and then nobody follows up. Buyer beware. I've been trying to get support since Tuesday May 3rd. Now it's Monday May 10th.

I ordered my item Sunday April 25th. Since Monday, April 26th, the tracking number at USPS has been in a "Shipment Received, Package Acceptance Pending" status. It's still in that status now, two weeks later.

I contacted USPS. This is what USPS says: I am sorry to hear you are having an issue with the delivery of an item. The Postal Service strives to deliver all mail timely and accurately. The issue with your package is that the company you have purchased it from has not handed it over to the Postal Service. The tracking number is currently being tracked using an electronic filing number. The electronic filing number allows multiple packages to be tracked quickly without the actual package being scanned. While this was not done intentionally, you must contact the company you have purchased the item from to inform them of the error.

When I contact Roku support by phone, email, or chat, the response is the same. They need to create a ticket, and nobody follows up. I really want my item, but I fear that instead I will have to call the credit card company and get my money back.

If someone from Roku sees this, please follow up on ticket 4329617. Please don't ask me to go to the Contact Us page. I already tried enough times.

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6 REPLIES 6\
makaiguy
Community Streaming Expert

Re: Do not order from Roku! You might not get your items! Buy from Amazon instead!


@DarkTygur wrote:

I ordered my item Sunday April 25th. Since Monday, April 26th, the tracking number at USPS has been in a "Shipment Received, Package Acceptance Pending" status. It's still in that status now, two weeks later.

I contacted USPS. This is what USPS says: I am sorry to hear you are having an issue with the delivery of an item. The Postal Service strives to deliver all mail timely and accurately. The issue with your package is that the company you have purchased it from has not handed it over to the Postal Service. The tracking number is currently being tracked using an electronic filing number. The electronic filing number allows multiple packages to be tracked quickly without the actual package being scanned. While this was not done intentionally, you must contact the company you have purchased the item from to inform them of the error.


I wouldn't put too much faith in what USPS tells you.

I buy my prescription drugs via mail order.  Recently I had a needed shipment overdue.  I put in a USPS inquiry.  They came back saying the package had not been received from the shipper.  But at the same time, when I pulled up the USPS tracking number myself, it showed the package was received at a depot near the shipper, sent and received to a postal hub in Atlanta, and nothing further after 5 days.  It needed one more hop to Augusta GA, then on to me.    It did finally show up in a few more days.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Do not ask me support questions via private message -- post them publicly to the Community where others may benefit as well.

If this post solves your problem please help others find this answer by clicking "Accept as Solution.". Please only do this if it ACTUALLY solves your problem.

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X | Streaming Stick 3600
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renojim
Community Streaming Expert

Re: Do not order from Roku! You might not get your items! Buy from Amazon instead!

There's probably blame to place on both sides, but you need to give the USPS a lot more time.  My experience with their tracking is that it's become all but useless.  I've received packages after a week's worth or more of "shipping label created" status messages that when right to delivered with no intermediate status updates.

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
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DBDukes
Community Streaming Expert

Re: Do not order from Roku! You might not get your items! Buy from Amazon instead!

The issue with buying with Roku is their shipper of choice. USPS is notorious for not delivering packages properly or on time, and quite honestly, many local post offices have supervisors that are simply drawing a paycheck. Most of the post workers are great people, but it takes only a few to make the whole thing fall down.

If you really want a Roku quickly, go the store and get one. Buy locally.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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DarkTygur
Level 7

Re: Do not order from Roku! You might not get your items! Buy from Amazon instead!

I agree that USPS support is also bad. But I give them credit for actually responding. I see that some people think they responded incorrectly, and I don't know what to say about that. I can only take them at their word.

However, if the issue really is that I really need to allow USPS more time, and USPS did indeed respond incorrectly, then Roku needs to change the 3-7 business day estimate since we're past that now. Also, they should actually respond when I contact them, and say so.

From here, it doesn't look like it's coming. At some point, someone should just consider this thing lost. Unfortunately, I have no way to tell when that might be.

Absolutely, buy local if you can. I mentioned Amazon since that seems to be the online retailer offering the best support. In my case, I'm just trying to buy a Roku Touch remote despite its limitations as a remote. And nobody else carries it.

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DarkTygur
Level 7

Re: Do not order from Roku! You might not get your items! Buy from Amazon instead!

This was finally resolved. On May 12, someone from Roku asked me for my shipping address so they could reship the order. This was on a different ticket number from the one I cited here, for some reason. It's probably one of the many tickets generated from my attempts to contact them.

I provided my shipping address late in the day - past midnight, actually. My item finally arrived yesterday, May 20. The tracking number on the package I received was different from the original tracking number on the order. That original tracking number still says the same thing, which suggests that the USPS response was right all along.

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KISSeverytime
Level 7

Re: Do not order from Roku! You might not get your items! Buy from Amazon instead!

RoKu Customer Servicer Sucks!!!

There's no accountability and they don't respond to emails.  I can't even cancel my order online.

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