Have the same issue. FINALLY found a way to get in touch with a customer rep. Here's what happened:
Justin, Nov 17, 19:09 PST:
Chat started: 2019-11-18 02:44 AM UTC
(02:44:48 AM) Justin: Optional? This should be the most important part.
Where is my product? It was ordered 8 days previous. One part of your website says it shipped, yet another says it hasn't. The one that says it hasn't updates it's ship date to the current day. Haven't received any communication as to when the product will be delivered, much less shipped.
You took the money easily enough. Where is the product?
(02:45:55 AM) *** Irene joined the chat ***
(02:46:03 AM) Irene: Hi! Thank you for contacting Roku Billing support!
Before we proceed, may I have your email address linked to your Roku account?
(02:46:32 AM) Justin: firstname.lastname@example.org
(02:47:49 AM) Irene: Thank you
(02:48:07 AM) Irene: may i know the order number?
(02:49:03 AM) Justin: 800******
(02:50:04 AM) Irene: Thank you, let me check this
(02:51:05 AM) Irene: Here is the tracking number for this order "the actual tracking number was here"
(02:53:11 AM) Justin: Not your fault.
(02:53:19 AM) Irene: anything else?
(02:54:10 AM) Justin: No, I suppose not. Not like you have any control over how the company is run. Thank you.
(02:55:02 AM) Irene: Thank you for giving us an opportunity to serve you through Chat Support! If you need further assistance, please do not hesitate to contact us.
You can also visit https://support.roku.com and https://blog.roku.com/ for more information about our product and channel offerings. Take care and happy streaming!
(02:56:06 AM) Justin: One last thing... do you sigh, chuckle, or gag when you have to post that designed **bleep**? (that bleep is definitely not what I said)
(02:56:23 AM) Justin: Nevermind. Enjoy your day!
(02:57:20 AM) Irene: bye
Still, not "Irene's" fault.
Forgot to add:
The USPS tracking number says it shipped on the 14th. Supposed to be delivered tomorrow.
Yeah, we'll see.
Package finally arrived today. Roku is terrible about communicating but at least the package arrived, safe and sound. Hope this helps!
Mine actually did come in today. Shipped on the 14th and delivered on the 18th.
There is hope! Just keep your eyes out.
Thanks for the inquiry. I'm sorry to hear about the experience—that's not what we aim for.
For account, billing or order related issues, please contact our support team directly here: https://support.roku.com/contactus
I Ordered a Roku device on 11/24 and each time I log into my account, it tells me the order has shipped, but in the order details it also displays a continually changing estimated shipped date depending on the day I check it - so if I log in on 11/26, it says it's been shipped in the purchase history, and then gives 11/26 as the estimated ship date in the order details; if I log in on 11/27 it again says shipped in the purchase history, and then gives 11/27 as the estimated ship date in the order details.
Obviously something technical is wrong with Roku's website, but all I really want to know is when my device will ship - that's it.
[post merged with already existing thread]