I've completely given up.
I had a BBB complaint in for months with extensive documentation attached (including what I could capture from the thread Roku deleted, etc). Roku would repeatedly reply that they were working on the solution, or preparing to refund me, or something else. Then they'd ghost me. And I'd reject their response when they didn't respond. To which they would reply again with more promises (to keep the complaint from being closed finding them at fault) and just keep the cycle going.
Be warned, Roku knows how to play the game. The final round they promised to get back with me in a certain amount of time, I missed the window to reject their response after they ghosted me, BBB closed the complaint due to "lack of consumer response" and now BBB will not answer emails instructing them to reopen it.
I was going to do small claims, but I'd have to file in the jurisdiction of Roku HQ, and it will cost me more to do that than to just move on. I think Roku knows this too.
The amount of bad faith on Roku's part on all this is just incredibly disappointing. All I can do from here is to leave accurate reviews on sites that sell Roku products, and inform everyone I know of what I experienced. Needless to say, we will never buy another Roku product ever again.
