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aascherer
Level 8

Returned a Roku within 30 days; no refund, no replies to my support emails. Did Roku steal my money?

I returned a Roku device with an RMA, it was received by Roku on February 8, 2021 (confirmed via USPS tracking). I have yet to receive my refund. I contacted support several times. Last reply from Roku was on February 22, 2021 - I have received no replies or updates since. Where is my money? Did Roku keep the device and my money?

8 REPLIES 8\
RokuMary-F
Roku Employee
Roku Employee

Re: Returned a Roku within 30 days; no refund, no replies to my support emails. Did Roku steal my...

Hi @aascherer,

Thanks for reaching out and providing me with your information.
I have passed along your information to our Support team. They will follow up and assist you.
Thanks,

Mary

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aascherer
Level 8

Re: Returned a Roku within 30 days; no refund, no replies to my support emails. Did Roku steal my...

Thanks, Mary-

That's what I was told on February 22, so I'm skeptical. But I hope you're able to take ownership and help with this issue. 

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DMMiller4189
Level 8

Re: Returned a Roku within 30 days; no refund, no replies to my support emails. Did Roku steal my mo

They're doing the same thing to me. They will never get back to you in any meaningful way. They'll just keep giving you canned replies that are complete BS. Roku is a joke. They have the worst customer service I have ever seen. They apparently think it's fine to steal people's money as well. 

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DMMiller4189
Level 8

Re: Returned a Roku within 30 days; no refund, no replies to my support emails. Did Roku steal my mo

They locked my other thread regarding this issue. They'd rather just try and shut people up instead of actually offering any hint of customer service. Pathetic service.

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aascherer
Level 8

Re: Returned a Roku within 30 days; no refund, no replies to my support emails. Did Roku steal my...

It has now been 3 more weeks and there is no movement. I still have not been refunded. Can I have an update please?

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RokuMary-F
Roku Employee
Roku Employee

Re: Returned a Roku within 30 days; no refund, no replies to my support emails. Did Roku steal my...

Hi @aascherer,

Thanks for keeping in touch and following up on your refund status.

Rest assured that I’ve escalated your RMA support follow-up. 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

adamfriedman23
Level 7

Re: Returned a Roku within 30 days; no refund, no replies to my support emails. Did Roku steal my mo

I returned Roku that i bought on roku.com and have not received a refund.  I have proof of ROKU receiving the units.  I even sent a letter to customer service via express mail and still no response.  It has been over two months.     RMA 383566 Order Number 103093521.  Please help!

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RokuKariza-D
Roku Employee
Roku Employee

Re: Returned a Roku within 30 days; no refund, no replies to my support emails. Did Roku steal my mo

Hello @adamfriedman23

Thanks for reaching out and providing me with your information.

I have passed along your information to our Support team. They will follow up and assist you.

All the best,
Kariza

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