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led246
Level 7

Need Assistance: Item Never Received

I am disappointed to report that I ordered a Roku TV Voice Remote for my husband's birthday on October 11th. I got an email that the order shipped, however, it never left the warehouse. After getting nowhere on the website (the contact support link does not do anything or take me anywhere). I called Roku last week. I spoke to a kind agent who said he was issuing me a new remote since the other one never arrived. When I logged onto my account the next day, I saw the replacement order there, but with no tracking information. I logged on today to see if it was up and the replacement order has disappeared entirely! My original order remains and they just keep changing the "expected shipping date" to the current date. I cannot believe I have scoured the website, called them, and am now resorting to this community to get some attention. This customer service has been horrendous and I am considering reporting the charge to my credit card company since I have not received the item and have had no luck trying to get Roku to take action!

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17 Replies
Community Manager
Community Manager

Re: Need Assistance: Item Never Received

Hi there, 

Thanks for reaching out. I'm sorry to hear about the experience—that's never what we aim for. Please send me a private message with the email address used to place your order, along with the order number(s). I'll have a member of our support team take a look and help get this straightened out for you. 

 

Thanks,

Tanner

Tanner D.
Roku Community Manager
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StephenSF
Level 7

Re: Need Assistance: Item Never Received

Hello Tanner,

I have a very similar problem as the OP - I ordered a voice remote on 10/10 and never received it. I also can't contact support through the "Contact Support" button. Unfortunately, I don't see how I can send you a private message either.

Please help!

Thanks,

Stephen

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Community Manager
Community Manager

Re: Need Assistance: Item Never Received

@StephenSF Click on my username, then use the option to 'Send this user a private message' on the lefthand side of the page near the top. I can send your information over to our support team, or you can contact Roku support here for help with order issues by selecting 'Questions about my account or billing' , then selecting 'Managing your order'. https://support.roku.com/contactus 

 

Thanks,

Tanner

Tanner D.
Roku Community Manager
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wgmcg
Level 7

Where is my package?

I placed an order for a Roku Enhanced Voice Remote with TV Power and volume buttons -RC345 on October 10, 2019. 

I received a tracking number from USPS on October 11, and the Status of the order went to "Accepted",Your package is on its way to a USPS facility. It's now Nov 7, nearly a month later with no further updates. AFAIK there is no way to actually contact customer support to see what happened to the order. I can "return" the item but since I've never received it there's nothing to return. There doesn't seem to be anything I can do here but cancel the transaction with my credit card company. This is just about the worst possible customer experience ROKU. Great job.

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Roku Employee
Roku Employee

Re: Where is my package

[post moved to appropriate board and title changed to denote issue]

Hi,

Thanks for the inquiry. I'm sorry to hear about the experience—that's not what we aim for.

Please send me a private message with the email address used to place your order, along with the order number(s). I'll have a member of our Support team take a look and help get this straightened out for you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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wgmcg
Level 7

Re: Where is my package

I'd like to send you a private reply but the site won't let me. It says I've reached my limit of private messages, which is 0 apparently.

Order #: 102102094

Order date: 10-10-2019

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Gadiehl
Level 7

Re: Need Assistance: Item Never Received

I order the exact remote on October 10th. Your story is identical to mine except my customer service said contact USPS and get a lost item number. USPS said the item was never shipped to them!
Hankball
Level 7

Re: Need Assistance: Item Never Received

I have the same issue; along with a worthless string of emails from customer service. I ordered the remote on 10/10/19. It is now 11/9/19 and no remote. I finally got with customer service by phone, but that was a waste of time also. The latest email I got from them was yesterday when they told me the issue was solved Andy the ticket was being closed! And I STILL don't have the remote! I will never buy another ROKU and I will never recommend ROKU to anyone I know. When this does finally get resolved, I will be buying an Nvidia Shield. Everyone I know that has one says they are worth the extra money because they have great support.
Gadiehl
Level 7

Re: Need Assistance: Item Never Received

Was your remote suppose to be shipped out of San JOSE? If you actually resolve this please respond here to help the rest of us that also ordered that day.  I will do the same.
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