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momconcern
Level 7

Trial period scam concern

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I wanted to look into more information on ordering on my Roku TV and there was a 7 day trial. I put in my code and instead of giving me options afterwards to choose monthly or yearly, I just got access and then received an email of the purchase. I contacted the Shudder company and they said they couldn't help because it was through Roku. Roku charged me for a year of service without honoring the trial. I don't even like the majority of what is offered on that channel. That is why the trials are so important to see if the purchase is a good decision. I have not received quality support and have been reaching out since day 1 of the "trial" which didn't happen. I am saddened by the lack of integrity, communication, and the fraudulent lure of a trial period which didn't exist. I sure hope this is just an error due to the pandemic and the company will make things right for the customers, like myself, who have been harmed by charging for a service before they are entitled to. I used 4 of the 7 days I was supposed to get for free. I expect to get a refund for the upcoming year I do not want and hopefully I wont have to spend many more hours of my time trying to get this resolved. Money is precious to my family because these are difficult times already and adding adversity to those already vulnerable is unacceptable, unethical, bad business, and just wrong. This experience has taught me to make sure to purchase from the producing company themselves because the confusing back and forth of vague information is lacking in the customer service quality we all deserve as consumers. Please make things right Roku administration. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Trial period scam concern

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@momconcern

Thanks for the post. I'm sorry to hear about the experience—that's not what we aim for.

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

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RokuDanny-R
Roku Employee
Roku Employee

Re: Trial period scam concern

Jump to solution

@momconcern

Thanks for the post. I'm sorry to hear about the experience—that's not what we aim for.

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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