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KayCee
Level 7

Never got a refund.

I tried to purchase a subwoofer off the Roku.com website. What a mistake that was. The site as I was ordering glitched as I was checking out and the order email said I ordered two. The charge from two came out of my bank account and I instant requested a refund. They sent me a return label for one of the subwoofers, but I requested a refund on both. I shipped the first one and it arrived on Match 18th. They sent another label and sent the other subwoofer back without even opening the shipping boxes. The other subwoofer arrived on Match 25th. 

I contacted customer support via chat and they told me the refund was being processed. It has been 20 days since the last subwoofer was returned. The email support is giving me the run around asking for serial numbers I don't have an account information that they don't need. I am looking into legal options, a company like Roku shouldn't be able to treat their customers like this. The lack of a phone number is incredibly frustrating.

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1 Reply
RokuMary-F
Roku Employee
Roku Employee

Re: Never got a refund.

Hi @KayCee,

I apologize for your experience here. I can understand how that may be frustrating.

I can see that you’ve been in contact with our support team regarding your refund follow-up. Rest assured that I’ve escalated your RMA support request. Please keep in mind that some warehouse and shipping processes have been impacted by pandemic delays. Keep an eye on your email, a member of our support team will be in contact.

We sincerely appreciate your patience and we are working on ways to better improve this process.

Thanks,

Mary

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