I got an email saying that my Roku 2 was getting out of date and I needed to order an upgrade to a Roku express. I followed links to the website and ordered the new device. The records indicated my old address, which I tried to change to my new address. Then I got an email saying the device was shipping to my old address!
I've tried using customer service for roku which is like going into a black hole. They say I can't update my address and the purchase has already gone through so I need to contact the carrier to tell them to change it to my new address. But, I don't know who the carrier is and the person on chat didn't either!
Is there some secret to getting to customer service to actually help me to change the records on my account? I'm accepting that I have lost the money on my order last night.
This is a very bad customer service!
Any thoughts?
I am having the same problem. I couldn't even edit an old address that they have stored which is an old address. I renewed my address info months ago. I've tried their "support" but its a joke and the chat online gives the same run around as do all their support links. I did email support and received an email with no support, but I did receive an email asking "How would you rate the support you received?" In this email I was given an option to a link stating "No, I'm still having issues". I followed that link which states: "This request is now closed. Unfortunately, that means the ticket can no longer be rated." This must be the Twilight Zone or some parallel universe going on. Anyway, I am not a satisfied customer at this point!!
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
I am having the same issue. I changed the mailing address and saved. Processed my order and the order is being sent to an old address. I would like to get it corrected prior to the order being shipped. Can I please get some assistance?
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
I’m in the same boat, order going to old address, been trying for 3 day to try and contact Customer service , what a joke, 2 1/2 hr waiting to chat only to be told order is already processed and ends, they got my money and no order shows in my account [content removed]