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Level 7

Roku's no refund policy for accidental purchases

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Earlier this evening, my 18-month-old grandson "purchased" a subscription to ESPN+, aided somewhat by the ESPN+ specific button on our TLC Roku remote.  I immediately contacted ESPN+ by telephone, who helped me cancel the subscription, and advised me I needed to contact Roku directly regarding a a refund for the approximately $53 credit card charge.

I then searched for a phone number for Roku's customer service (Spoiler alert: There is none).  

BIG red flag.

So, I then emailed Roku customer support and explained the situation, confident that a prompt, no-hassle refund would soon follow, as I knew family and friends had had similar experiences with Amazon and other streaming services wherein they received a refund for accidental purchases.

While Roku's response was prompt, it certainly wasn't the outcome I had hoped for.  

"Pre-paid and non-refundable"??  Unbelievable.

Yes, in retrospect, even though we have no children residing with us, I should have implemented a PIN to protect myself from such occurrences.

However, this lack of customer service, and the obvious low value Roku places on their subscribers is shocking and intolerable.  Barring some sort of surprise action on Roku's part, I will be exploring other streaming options and advising anyone who will listen against using Roku in the future.

 

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Roku Employee
Roku Employee

Re: Roku's no refund policy for accidental purchases

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@MSkeen @teach172 

Thanks for the posts.

For account and billing related issues, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able to further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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6 Replies
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Level 7

Re: Roku's no refund policy for accidental purchases

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I bet he was trying to get monday night football,which is advertised on espn+.  When you click on the game it says you need to buy the subscription,however after you buy espn+ you still cant see the game.  When you call ESPN they say "you must call roku to get your money" but guess what?  There is no one to call,nice one.

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Level 7

Re: Roku's no refund policy for accidental purchases

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Everyone should DROP ROKU until they provide VOICE SUPPORT!  I ordered CBS All Access and we cancelled after one week because they could not provide 2020 show programming.  CBS was fine, but now I'm being charged $9.99 EACH MONTH and there is NO WAY to STOP IT!  Drop Roku until they get VOICE SUPPORT!

 

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Level 7

Re: Roku's no refund policy for accidental purchases

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My wife and I subscribed to CBS All-Access in June of 2020.  We CANCELLED within ONE WEEK!  CBS cancelled our account but you keep charging (to my PayPal) $9.99 each MONTH for July, August and September.  Why do I have to pay CBS and YOU.  STOP CHARGING ME!

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Level 13

Re: Roku's no refund policy for accidental purchases

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Why do you need voice support to cancel a subscription?  Just head over to https://my.roku.com/account/subscriptions and cancel your subscription after logging in.  Simple.

For further reference: https://support.roku.com/article/208756478

Also note that it's possible that you've subscribed to CBS All Access via the provider's web site.  You can check that here after you've logged into that site: https://www.cbs.com/all-access/account/ 

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Roku Employee
Roku Employee

Re: Roku's no refund policy for accidental purchases

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@MSkeen @teach172 

Thanks for the posts.

For account and billing related issues, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able to further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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Level 7

Re: Roku's no refund policy for accidental purchases

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UPDATE: Well, I was pleasantly surprised to receive a followup message from Customer Service indicating they are forwarding on my request for a refund for my grandson's accidental purchase of ESPN+.  

I am cautiously optimistic!

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