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Roku / Bad service

1 12980 Saratoga Ave., Ste. DSaratoga, CA, United States Review updated:
Contact information:

Ordered the Roku player to play Netflix

movies via the internet as a Christmas

gift in late November (21). When my

husband unwrapped it, he didn't want to subscribe to Netflix. I called Roku to return the player (box was never opened)

and was told there is a 30 day return

limit. This was not on the web page I

visited (although it now says "30 Money

Back Guarantee") and it was not in the

email they sent to confirm the order nor

anywhere with the player (I opened to

box after my call to customer service).

When I asked to speak to a supervisor

the customer service rep told me that

I could not because "they are all

assisting other customers" even though I

told him I would hold as long as needed.

But I certainly would not have ordered

something with a 30 day money back

policy for a Christmas gift with

Christmas being more that a month away.

Please beware of deceptive "rules" by

this company. Netflix will never see

my money and friends and family will all

be encouraged to avoid or cancel their

memberships also, since they are a

partner to Roku.

Unfortunately Amazon has recently become

enmeshed with them also.

Tr
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Comments

  • De
      13th of May, 2009
    0 Votes

    As you had ordered and taken possession of the product, there is a false notion that a person can return goods because they do not want them after purchased. This is untrue. As long as the goods are work as considered then the sale is complete. If the retailer wishes, they can issue a refund, an exchange or no refund.

    The notion that you can return something because you do not want it, is from many years past that was brought on by Sears Robuck as a sales gimmick.

    Therefore, you bought the product in good faith, and it was shipped and accepted in good faith, therefore the company does not have to refund or even offer an exchange.

    Sorry but thats the law.

  • Th
      20th of Aug, 2009
    0 Votes

    Well, I bought the product, and the remote kept eating batteries. Every 3 days I'd have to replace them . So I emailed support. after about 2 weeks of checking OTHER electronic devices for interference, I told them I just wanted to ship it back for a refund. They said ok and gave me an RMA.

    I shipped it back with the RMA and got a tracking number. According to the tracking number and the shipping company they received the unit on the 1st. I waited and emailed them on the 6th to make sure things were moving along because I hadn't heard anything and they write back saying they only recieved it that day (the 6th) and that I would receive a credit back on my card within 10 business days. well, today is 10 business days (after the 6th, not the 1st as it should have been) and still no refund or credit.

    I'm totally ticked off.

  • Ja
      4th of Sep, 2009
    +1 Votes

    I ordered this POS. I got it and couldn't get it to run. After about 5 hours on the phone with Roku they said, oh, it only works within about 30 feet of the router. I live in a 900 square foot house but it happens that the living room and the router are in opposite ends of the house. I sent it back. They said 10 business days for a refund. It's been 12 and when I called again today to complain the billing department hadn't even started to process the refund. 12 business days and almost 3 weeks is unacceptable to wait for a refund. Also, the fact that I can run other wireless devices in my living room but not the Roku is a joke. Had this been disclosed I never would have bought it in the first place. Now I'm fighting to get my money back. The tech's are all very nice Indian men who just spout out company policy in heavily accented English but are unable to provide any real help. I will never do business with this company again.

  • An
      13th of Nov, 2009
    +1 Votes

    I am infuriated with Roku. I ordered my Roku digital player on Oct 20th. I never received a confirmation or shipping email. I had to call "customer service" and requst that information (after sitting on hold for 10 min) . It is now Nov 13th and I still don't have my Roku player. I have contacted "customer service" and the only thing they keep telling me is they are sorry for the inconvenience...I have spoken to supervisors who claim the issue has been "escalated" and they are working on it. They keep giving me case #'s and assuring me they will call me back. I finally called and demanded a refund and spoke to a supervisor that told me she would call me back in 2 business days after the refund was processed. I told her that I had a problem with "customer service" returning any emails or calls. She assured me that she, personally would call me back in two business days...well, big surpise...no return phone call. I gave her 4 business days and called back. I was then told that it would take 5-7 business days to process my refund. I, once again, requested to speak to the supervisor (oh, and this is outsource Roku, in India) who kept saying he was "sorry for the inconvenience" and the refund would take 5-7 business days. I requested a phone number to the corporate office, but apparently they don't have a phone number. I checked my email this morning and another Roku player was shipped. I already told them I didn't want it, and just wanted my money back. DO NOT BUY THIS PRODUCT...THEY WON'T HELP YOU IN ANYWAY, AND THIER CUSTOMER SERVICE LEAVES A LOT TO BE DESIRED. ALL THEY SAY IS SORRY FOR THE INCOVENIENCE. If anyone reading this has a phone number for corporate headquaters please email me at Flywithme98@aol.com...I just want my money back and never deal with these folks again.

  • St
      13th of Nov, 2009
    +1 Votes

    I am also very frustrated with Roku, I ordered a Roku player and it was shipped on the 2nd of November, I tracked this package and somehow on the last stage of the trip it disappeared. Just vanished, Fed Express which only carries the player to your local postoffice where they finish the delivery blames the postoffice and the postoffice says that that Fed Ex never delivered it to them. I am left in the cold. I have contacted Roku a number of times and they express how sorry they our but no one seems to be interested at this time in solving the problem, I have been told they will call me back after they have researched this problem. My solution was send me out another player and take all the time in the world you want to file a claim with Fed. Express. I have not heard back from them, so I continue to sit in limbo after paying for something I have not received. I am very unhappy with Roku's service department.

  • As
      27th of Nov, 2009
    +1 Votes

    I agree with StevenPaul, the last poster. I ordered mine 14 days ago and had the same exact horrible postal experience. Who ever heard of Fedex handing a package over to the post office for delivery? Had I known of this policy, I would gladly have paid for shipping. I, too, spoke to their call center in India. I, too, was told "sorry for the inconvenience." They, infuriatingly, told me all the same information I already had from the fedex tracking system. Stay away from this company and their horrendous business practices! If I don't receive my Roku player in the next two days, I will cancel my order through my credit card company and they can dispute it all they like. I've never encountered such horrible business practices in my entire life!

  • Wi
      12th of Jan, 2010
    0 Votes

    All I can say is how consistent these stories are with my experience with this company. All interactions from the same ROKU playbook, deception and fraud. I have been trying for 3 weeks to return an unused ROKU. I have taken the following actions:

    complained to both Amazon and Netflix
    filed a complaint with my state's Attorney General
    have a disputed charge with my credit card company

    Don't bother to call this company...go straight to your state consumer protection agency and contact your credit card company in order to dispute the call.

  • Ma
      17th of Jan, 2010
    0 Votes

    Roku
    Distribution Center
    103 Whispering Pines Dr
    Scotts Valley, CA 95066
    (831) 440-1099

    Roku Corporate
    (408) 566-9040

    Roku Customer Service
    888-600-7658

  • Pm
      6th of Apr, 2010
    0 Votes

    Here is yet another,
    I have had my Roku for about 7 months and have been happy. About a month ago every time the unit was un-plugged and plugged back in it would not see ANY wireless networks, Mine nor any other. Now mind you it is not a connection problem but a discovery problem. The unit would have to be re-booted many times then luckily it would see them again. Giving it more time and still doing the same thing I decided to email Roku and to date have never heard back from them. So I decided to call and let them know what was happening. They told me to do all the same things their forums and other various websites said; hard reset and so forth. After doing that same issue. They said they would replace the unit. I said "Great" only one catch. I have to pay for shipping there.
    Now I find this a little sad when this kind of business practice takes place as this is not my fault as a customer that the unit failed. Why should i have to for over money for shipping on something that is not my fault. They say this is company policy and these rules are not going to change. Well people if we keep allowing companies to take small advantage of us in this way then it can only get worse. I must say I am dissatisfied with this, and no, this is not just the way it is. The fact and the point are fundamental. I should not have to pay for something that falls back on the company or the outsource chip sets they have their name on. So I will never recommend a Roku to no one again under the sole reason that they stick the customer for shipping there and then and only then send the unit back 2-3 business days.
    Moral of the story: They are right there with open hands to take your money but when you have a problem they turn their backs and try to get more money from you. Thanks Roku.
    Find alternatives

  • Ho
      7th of Jun, 2010
    0 Votes

    Thanks everyone for your comments - I was having some minor issues when Roku recently changed their format but things seem to have worked themselves out, although the odd thing I wanted to share was that when I called Roku, they blamed it on Netflix and when I called Netflix, they blamed it on Roku. Regardless, things have resolved on their own for now and are working fine. One thing I did want to share regarding companies placing the SHIPPING burden on us consumers - DISH also did the same to us when we chose to discontinue service when we joined Netflix. If I used their shipping label, then I was going to be charged $16.00 to ship their receiver back to them! I called and told them I was willing to send the receiver back and that should be good enough - I was NOT going to pay $16 for returning THEIR product so we will see how long they put up with that...I'll repost if they get nasty. RE: Sue/DISH

  • Sa
      29th of Sep, 2010
    0 Votes

    This is a California company so:

    California Consumer Complaints

    http://www.dca.ca.gov/online_services/complaints/complfrm.shtml

  • Ro
      17th of Apr, 2011
    0 Votes

    Roku freezes up on me after working successfully for about 2.3 months. It has frozen and no amount of re-set works. I had the same experience with a nice man from India. He worked with my computer only and cannot help with the television view. Who really watches all movies only on the computer? I am ditching Roku and Netflix and going back to the reliable cable box I had. Forget about returning the Roku. After reading your blogs, I will not spend hours of frustration on the phone and will never recommend Roku to all.

  • Na
      26th of Dec, 2012
    0 Votes
    Roku.com - I would not recommend Roku
    Roku.com
    United States
    roku.com

    Roku worked quite well until the guaranty was up after one year. Currently, I need to reset the unit at least 4 times a week because it fails to connect with my wireless network. As for customer service, we are back to India that refuses to help you unless you purchase a contract with them for at least one year. This is about $90 which exceeds the cost of the unit. No, I would not recommend Roku.

  • Fa
      28th of Jun, 2014
    +1 Votes

    Roku sucks. End of story.

  • Ma
      21st of Dec, 2014
    0 Votes

    I have had the same bad experiences with Roku. How do they keep getting away with this crap. Are we that stupid to keep buying their products that keep failing. Not anymore for me I am going to the fire stick. At least I know Amazon will back up product.

  • Ri
      30th of Jun, 2015
    0 Votes

    You can expect many electronics to break. As a consumer (lifeline of all companies), positive and productive customer service for customers needing assistance with a defective device is a must. For ROKU, none of these exist. The corporate office is stated to be in Saratoga, CA. But ALL calls are routed to India or The Phillipines call centers. They ask you the same exact questions over & over even after explaining your problem several times. They put you on hold then return, put you on hold again-- repeat repeat repeat. There is no recourse for management level customer advocacy. I have five (5) ROKU's in my home. My advice; DO NOT BUY A ROKU as you will be as sorry as I am.

  • Tj
      11th of Nov, 2015
    0 Votes

    I have two Rokus; N1000 (Roku - October 2009) and 2100X (XDS) (Amazon - January 2012). Have had to occasionally unplug to reset, but this isn’t very often. I have noticed that starting in 2015, the channel store doesn’t work that great with my 1ST generation Rokus, but all I had to do was to login to my Roku account on my PC, and add or delete channels there. I’ve never used tech support for these Rokus due to they both work great. I mainly watch Bloomberg TV Live (with Nowhere TV channel) and Netflix. Mine are connected with Ethernet cables and stream Bloomberg Live and Netflix great.

  • Re
      18th of Nov, 2015
    0 Votes

    I really enjoy the roku but the placement and frequency of the ads are grievous and extremely RUDE. The very reason I purchased a streaming device is to ENJOY my television again. I'll be returning it. Very sad and disappointed. Please remedy this issue and i will reconsider buying again, mabey even paying a little more for an ad-free roku?

  • Ga
      28th of Dec, 2015
    0 Votes

    So here I am Monday 121/28/15 all I wanted was to change my credit card number and security code, waited over 20 minutes to get through on the phone. After waiting all that time the service rep. (a joke) tells me there was no billing department and I had to do it over the internet. Not Happy at all. I ask to be connected to a US call center couldn't get any place and next I have a supervisor (Yah right) he claims there is no number and argued about Roku being a US based company. I told him I looked it up and it was then he finallly told me its a Cailf. based company I asked again for the number. His claim was the only number he had was the complaint line number which is what I got him on, ok my head is spinning and now I'm pissed off. If you have an oversee operation they should be helpful and curtious not so Roku I will be looking for another alternative you have real problems and I want no part of piss poor operating skill shown by your workers. Further more any company that doesn't list a phone number to be reach at isn't work doing bussiness with, I have 3 of your units can't wait to throw them in the trash. Bad manners bad attitude your Superviors is Javid get rid of him and the other guy or maybe just bring the work back into the US with real people that care about your company and the people you service. I will never recommend Roku and will tell everyone to stay away. I so pissed my name is Gary Gaines look me up I'm a customer not for long. By the way I'm an X corporate owner and know how a good bussiness is run maybe Hire new management and get the work out of India, I'm supportive of all countries but not when they are rude and have no real knowledge of how to handle a situation.

  • My
      22nd of Oct, 2016
    0 Votes

    About 2 years ago i bought a Roku Streaming Stick and it worked great, and still does. That was from a Walmart store. Then about a year ago, , I moved and needed 2 more, which I bought online from Amazon. One worked for about 2 months, then the remote stopped working, and their support couldn't resolve the issue, and the "chatter" basically said - Oh well!!" So, then another month or so, the second one had the same issue. By this time, I am very irritated, but the "chatter' that time said I needed to send it back with their Fed Ex label and they would replace it. They did and it is great. So, I went back about the first one that had stopped, and they again gave me the label and I returned it. That was early September. I never received the replacement, and even with the emails, no response. So, I just called and got someone who I could barely understand and told me that I had to pay what he called a security before they could send me another one, because it was my network that caused it. What does that mean? Finally, after he kept interrupting me and constantly calling me "Mam", I just hung up. I guess I need to find another product, as I am not paying them for another one after the first one lasted 2 months. What kind of nonsense is that?

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