Roku
reviews and complaints

First of all, Roku does not have a customer support phone number. The only way to contact them is via email and they outright refuse to help.
1) I recently purchased a Roku device and would like to return the device for a full refund, but I cannot get an answer from Roku in this regard.
2) They charged my credit card with so many charges which are not authorized. Prior to adding these channels I was not given a warning of such charges and gave no indication I will charged for those channels.

I wrote e-mails to Roku explaining, but they refuse to give any refunds.

Thank you,

Jiju Kuruvilla

Absolute garbage, false advertising. Complete marketing scam. Your company is liable for false advertising to get consumers to subscribe to a scam operation.

On Wednesday 25 November 2020 we signed on for a 7-day free trial with the Sundance Now streaming channel.
Immediately after signing on, we tried to open the movie we wanted to watch, but we were unable to do so because every time we clicked on "Watch Now" we were sent back to the beginning of the sequence and the movie never opened.
So, after several unsuccessful attempts to open the movie, and within 30 minutes of signing on to a 7-day "free" trial, we cancelled our subscription (November 25, 2020 at 9:22 pm). Although Sundance Now immediately acknowledged our cancellation in an email (see below), they charged our credit card the following day (November 26 2020 at 8:56 pm) for the full year subscription amount and they have refused to issue a refund. They are quite open about the fact that they do not issue refunds, but they have no explanation for the fact they charged our credit card within a "free" trial period and one day after they had acknowledged that we had cancelled our free trial subscription.

There was no justification for Sundance Now charging our credit card before the expiration of our free trial period, and we want the full amount to be returned to our credit card.

Below is a copy of the email we received on November 25 at 9:22 pm from Roku, acknowledging our cancellation. Contrary to what is stated in this email, we did not cancel a subscription to an "annual membership" but to a 7-day free trial membership, which started about 30 minutes before we cancelled.

Bernard Rochet
[protected] McDonald Park Road
North Saanich, BC V8L 5S7
Re: Roku Acct No. e12ee3ad-b5c6-11ea-90e5-0242ac110004
Dear Bernard Rochet:
We are writing to confirm your subscription to Sundance Now/Annual Membership (CA) has been cancelled.
You can manage your subscriptions from your Roku account or from your device.
Sincerely,
Roku
Roku Customer Service
For more account help, visit go.roku.com/accounthelp

Roku Premiere unit purchased this year by my daughter worked fine when set up at her house. We wanted then to switch to another address/location (my house) and have continually encountered problems connecting wirelessly. Even done a factory reset but same problem.
Have checked and checked again network / WiFi working fine and correct password. My daughter has also removed unit from her account etc.

Have tried to get help from Roku and Roku Community etc but not forthcoming and it appears virtually impossible to speak to a real person at Roku, UK.

Now lost patience having wasted a lot of time going around in circles!

Please advise what to do and how to return unit.

Thank you
Mike Dams

My name is Pamela and I try to get the free trial from fubo on Roku the other evening and I push the button for free trial and then it took me to another screening and asked me to pick one of three things offered it didn't ask me for any pain any security questions nothing so I picked one when it started to load it said that it could not load on my device apparently I didn't have the right equipment I never really looked into it any further and I just lock. Come to find out a few minutes later I thought you know I am going to see I'm so afraid they charge me so apparently they did I took $79.99 from my account. I'm merely had canceled the subscription contacted my PayPal to inform them not to pay it because I couldn't get anybody on the phone at Roku I emailed Roku they told me that their policy was not to give any kind of refund. I don't understand I told them they can see on their side I never once used it it wasn't even activated are loaded onto my device and it was canceled almost immediately. I don't understand how it's possible for a company to charge you for a product that they know that you did not receive. The sounds fraudulent to me. I need some help trying to get this money back I can afford my bills I have lost my job and I need help $79.99 is a lot of money to me and I need to get it back and I'm going to fight to get it back because we pick and choose our battles and this is what I think I should fight this is simply wrong contact me please at [protected] I am really not quite sure who you are but I am want to file a complaint everywhere I can understand just happened to me I don't want it happening to anybody else. Thank you for your time

Roku apparently blocks certain channels in Australia. In my case, Amazon Prime. Note that I can watch Amazon Prime in Australia on my Laptop or on the Telstra version of Roku, but not on my Roku Ultra. Despite adding Prime in my Roku account it does not appear in the menu on my Roku Ultra and neither do many apps displayed on the Roku box. Roku's response to other people suffering the same problem is to refer them to their content provider. But, Amazon doesn't block my content, Roku does and it is not honest in its replies to its customers. I would not have bought the Roku Prime device if I had known that it would block Amazon Prime.
My advice to anyone in Australia is DO NOT BUY a Roku.

I was charged by roku for the most recent ufc fight that occurred last on 09/26/2020 on espn plus. I went to espn plus to check on the fight as there was an advertisement on espn saying you could check out the status of the fight on espn plus. I have espn plus through hulu and disney plus so I went to check it out. It was the end of the fight and the main event fighters were in post fight interviews. I was charged for the entire fight after it has ended! My wife caught the charge on our bank statement and asked me what I had ordered from roku. Upon learning this, I attempted to contact roku but was guided to an email process. I sent the email in to learn that they would be in contact within 24 hours. I received an email response today advise me that I had "purchased espn plus" for a year and that all sales are final. I did not purchase espn plus according to my bank charge but instead was charged for a ufc fight that was over! I have emailed the company back and advised them of that according to my bank charge it was for a fight that had ended but according to their email, they will not refund anything. Roku is the worst company I have ever encountered regarding customer service I have ever dealt with and I sincerely hope that they shut this company down and soon!

Roku blocking BigFilm TV service. Before we use this server, but after 3 mounts Roku block it. My review for Roku is -2. A lat of people from Brooklyn have same problem, but Roku customer service ignore it. I call to customer service, they ask money for helping and checking problem, I never buy more Roku products, and tell all my friends about Roku service

I recently purchased a Roku Express but now I want to return it. I'm well within the 30-day return policy. I've scrubbed their web site looking for directions for returns; however, my order (apparently) doesn't exist in their system. I do, in fact, have the product AND the charge is on my credit card statement. So, when they ask for an Order #, I'm unable to give one. I clicked on ROKU SUPPORT > ACCOUNT, BILLING, AND ORDERS, etc., but still cannot get past it. I called a few Roku phone numbers and when they answer with an automatic voice message system, they tell me that they are no longer receiving phone calls.
Singed,
FRUSTRATED

I have problem with Roku customer service. My Roku Ultra doesn't work properly: video and audio didn't sync together correctly so I sent a message to Roku customer service to initiate a return for replacement. I received the below message from Roku customer service. Next day. I again sent them all the required information they say they need to know. But next 3 days, I still did not receive the RMA (Returned Merchandise Authorization) number or any instructions to return my Roku Ultra. I sent Roku customer service another messages but this time I receive no response. My Roku Ultra's still in warranty period.

Hello Jim Wong,
We've added an update to your support request # (3690301). To add additional comments, reply to this email.
Sincerely,
Roku Customer Support

CS/CH-Lekshmi Priya, Aug 25, 2020, 7:04 PM PDT:
Hi Jim,

Thank you for contacting Roku. Your Roku device is in warranty, we will honor your replacement request. Please respond to this message completing / confirming the below details to initiate a replacement:

1. Shipping address
2. Phone Number:
3. ESN: YJ00EU595825
4. Model: 4670x

Replacement instructions:

You will need to ship the original unit back to our warehouse. Upon receipt of your returned device, we will process shipping for a replacement device to you within 1 business day. Depending on the distance between you and our warehouse, you should expect transit to be between 3-5 business days. Another email will be sent out with the replacement instructions once it is processed. Thank you!

Regards,
Roku Customer Support

Please review support article here for any other questions about your replacement request.

When I purchased three Roku devices (and recommended many, many more) I expected to be able to access streaming services. Roku has become a Gatekeeper, not carrying HBO Max or Peacock. If one can't access streaming services, a streaming device is basically useless, Roku is treating its customers like pawns or products. I am beyond furious. I expected much better after being a loyal customer and evangelist for years.

They told me they have no record of this but they took it from my account. I have asked for a refund and NO one will give me one. I have told them I want nothing more and NO more charges that I will not authorize anything more for them to collect form me EVER. I only had my TV for abojut 9 days when this charge came up. Worst of the worst in businesses. DO NOT EVER order anything FROM them or buy any products of theirs:
My screen name is memacarter, here is the copy from my credit union which it was taken from: The Roku Channel [protected] DE Date 05/22/20 1 [protected] 0 4899

[Roku support: ticket updated] Re:3536490 - Questions about my account or billing
Inbox
x
Roku support

12:02 AM (9 hours ago)

to me
##- Please type your reply above this line -##

Roku

Hello Michael Horvath,

We've added an update to your support request #(3536490). To add additional comments, reply to this email.

Sincerely,

Roku Customer Support

Richard C., May 16, 2020, 9:02:38 PM PDT:
Hello Michael,

Thank you for contacting Roku. I understand from your message that you are reporting a recent charge on your Roku account as the subscription was already cancelled and are requesting a refund. We can certainly provide context and information on this charge. For your reference, here are the details for the subscription(s).

Purchase details

Channel Name: All Access 1 Month Free Trial
Free trial start date: 04/09/20
Free trial end date;5/9/2020
First charge date:05/09/20
Last charge date:05/09/20
Status of subscription: ACTIVE

Note that all content purchases and subscriptions are prepaid, final and non-refundable unless otherwise stated in the content and service provider's credit and refund policy.

Why was I billed?
Purchases and subscriptions are created by accessing a channel on the Roku device and completing the order procedure. The payment method on file is then charged for the item and amount described above in the purchase details. This subscription was not cancelled during the free trial or period or before the next renewal date which resulted in the subscription continuing to be charged.

What can I do to prevent accidental purchases?

To avoid unrecognized charges in the future, set up a PIN that needs to be entered for every purchase. Safeguard the PIN and only share with individuals you wish to allow to make purchases.
An email is sent to the email address associated with the Roku account when a free trial is started or when a purchase has occurred. Keep an eye on emails you receive from Roku so you can be aware of transactions that have occurred.
Note: An email is not sent for recurring charges.
View your Roku purchase history and mange your subscriptions through your Roku account at my.roku.com.

In accordance with our refund policy we will not be able to issue a refund and we do advise that you cancel the subscription to prevent any further charges. Once cancelled you will have access to the channels content until the next renewal date.

Below are support articles that provide more information in case you need help with the suggestions above.

Support article: How do I create or update the PIN (Personal Identification Number) for my Roku account?
https://support.roku.com/article/115015575047
Support article: How do I view my purchase history?
https://support.roku.com/article/115015759628
Support article: How do I manage or cancel a Roku-billed subscription?
https://support.roku.com/article/208756478

I hope I have addressed your question appropriately, but reply to this message if the above did not fix your issue, and we will gladly follow up.

Regards,
Roku Customer Support

Michael Horvath, May 15, 2020, 4:32:38 PM PDT:

Message: I cancelled cbs subscription prior to the end of the 30 day trial. I do not have the service but I do have a charge on my bill through Roku. You do not answer I have CBS on the phone and they say they have no control over how Roku is ripping me off. And Roku makes it very hard to contact them over the customers being ripped off.
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©2017 Roku Inc. All rights reserved. ROKU, the ROKU Logo, the ROKU fabric tag, ROKU TV, and "NOW THIS IS TV" are trademarks and/or registered trademarks of Roku Inc. All other trademarks and logos herein are the property of their respective owner.

[Q5G5D2-PD2E]

Roku support

Richard C., May 16, 2020, 9:02:38 PM PDT:
re: Official Roku response support request #(3536490)

I would advise you to show your response to your supervisor. He might rather head off the future public black eye your email will very likely cause.
I've got time and money maybe this needs to be a lawsuit.

So you argue with me when I say I turned the subscription off rather then say you understand I don't want it and I did turn it off. You argue with me and when I say it is not active on my end when I go to check premium channels about CBS it says add channel. So it is not active. Why are you doing this? Don't argue with me fix it. Are you that greedy that you want to force me to pay for something I have just told you in writing that I do not want? I can do a charge back against the payment if I have to and I can make this response you gave me public to show that you argue to force me to pay for something I don't want and don't have. Why because you want to be a big shot Roku spokesman and argue and try to force a customer to pay? What is wrong with you? I will run an ad in the paper showing my email and your response if you insist this ridiculous response to my trouble trying to cancel a ROKU product and I bet your management will be very very unhappy with your miserable lack of customer support.

Michael Horvath

[protected] < Call this number if you want to do what services are supposed to do. Only cheaters hide behind pc.s to waste time and do stupid cheating business thinking they can not be exposed for this kind of bad business. Keep it up and I will show you that this deceptive business practice will see the light of day. Believe me this is not about $6 for me!

This is certainly is context from the customer side and you probably do not realize you work for the customer who pays the bills without whom you will not have a job!

1 CBS IS NOT ACTIVE!
2 I DO NOT WANT IT ACTIVE!
3 I DO NOT WANT TO PAY FOR IT!
4 IS THAT CLEAR!

Check your policies and history and see how this crap works when customers find out you treat customers this way.

News flash " Watch the tv expose on how Roku reacts to a customer saying they do not want a subscription " How do you think your written email will play when the official response in writing is a snotty email from that Roku representative that was fired because of it!

[protected]@gmail.com

(888) 274.5343, Mon. - Sun. 8am - 2am ET. @CBSAAHelp Facebook.com/CBSAllAccessHelp

On Sun, May 17, 2020 at 12:02 AM Roku support wrote:

##- Please type your reply above this line -##

Roku

Hello Michael Horvath,

We've added an update to your support request #(3536490). To add additional comments, reply to this email.

Sincerely,

Roku Customer Support

Richard C., May 16, 2020, 9:02:38 PM PDT:
Hello Michael,

Thank you for contacting Roku. I understand from your message that you are reporting a recent charge on your Roku account as the subscription was already cancelled and are requesting a refund. We can certainly provide context and information on this charge. For your reference, here are the details for the subscription(s).

Purchase details

Channel Name: All Access 1 Month Free Trial
Free trial start date: 04/09/20
Free trial end date;5/9/2020
First charge date:05/09/20
Last charge date:05/09/20
Status of subscription: ACTIVE

Note that all content purchases and subscriptions are prepaid, final and non-refundable unless otherwise stated in the content and service provider's credit and refund policy.

Why was I billed?
Purchases and subscriptions are created by accessing a channel on the Roku device and completing the order procedure. The payment method on file is then charged for the item and amount described above in the purchase details. This subscription was not cancelled during the free trial or period or before the next renewal date which resulted in the subscription continuing to be charged.

What can I do to prevent accidental purchases?

To avoid unrecognized charges in the future, set up a PIN that needs to be entered for every purchase. Safeguard the PIN and only share with individuals you wish to allow to make purchases.
An email is sent to the email address associated with the Roku account when a free trial is started or when a purchase has occurred. Keep an eye on emails you receive from Roku so you can be aware of transactions that have occurred.
Note: An email is not sent for recurring charges.
View your Roku purchase history and mange your subscriptions through your Roku account at my.roku.com.

In accordance with our refund policy we will not be able to issue a refund and we do advise that you cancel the subscription to prevent any further charges. Once cancelled you will have access to the channels content until the next renewal date.

Below are support articles that provide more information in case you need help with the suggestions above.

Support article: How do I create or update the PIN (Personal Identification Number) for my Roku account?
https://support.roku.com/article/115015575047
Support article: How do I view my purchase history?
https://support.roku.com/article/115015759628
Support article: How do I manage or cancel a Roku-billed subscription?
https://support.roku.com/article/208756478

I hope I have addressed your question appropriately, but reply to this message if the above did not fix your issue, and we will gladly follow up.

Regards,
Roku Customer Support

Michael Horvath, May 15, 2020, 4:32:38 PM PDT:

Message: I cancelled cbs subscription prior to the end of the 30 day trial. I do not have the service but I do have a charge on my bill through Roku. You do not answer I have CBS on the phone and they say they have no control over how Roku is ripping me off. And Roku makes it very hard to contact them over the customers being ripped off.
Roku Blog
Facebook Twitter Youtube
Roku
Shop now | Support | Privacy policy
©2017 Roku Inc. All rights reserved. ROKU, the ROKU Logo, the ROKU fabric tag, ROKU TV, and "NOW THIS IS TV" are trademarks and/or registered trademarks of Roku Inc. All other trademarks and logos herein are the property of their respective owner.

[Q5G5D2-PD2E]

I bought a small Roku device as a gift for my daughter in law and helped set it up. I use my email account to set it up but did not realize I would be billed for a subscription unless I opted out. I have been been billed for several months for a ‘Disney' subscription I did not order, nor do not use. Now I can't even find my Roku account online to stop Roku from dipping their thieving hands into my credit card account to steal money from me each month.

Trying to get thru to a human customer service rep is a pitiful joke. I have been forced to cancel a credit card and have a new one issued to prevent Roku's monthly thievery.

I am not a happy camper and will diss on anything labeled ‘Roku' now and forevermore.

I purchased an entire year of streaming from ROKU on Dec. 9, 2019. The channel stopped working on Jan. 7, 2020. Sent several emails and they refused to help. According to ROKU there is no refunds once purchased.
I paid for a service that failed and yet they don't seem to care. Once they get your money they no longer want to hear about any problems you may have.
I will no longer purchase any streaming channels through ROKU.
Beware by being informed.

This is a very bad experience with Roku since I catch there are no filter to block sexual contains. Please add a new options in parameters to block all these. This is very shocking that Roku is mixing religious and sexual contains / wallpaper and screensaver. It's need also to add more separation between selected contain and leave the users arrange it how they like.

My name is rob Anderson ([protected]@aol.com. I called the activation number the man named James at 877-999-1085 he then said to activate my tv I had to pay 99 dollars or 179 dollars to activate my tv. They did get my tv to turn on but My son has the same tv and didn't have to pay anything. I got scammed 199 dollars. Can you please help. The number the technician called is 888-253-9692.
Please help get my money back. I'm disabled and got scammed

My husband phone Roku customer service today, 20 Sep 2019, after several attempts a gentleman answered. My husband explained the charges on our bank statement of $92.23 paid July 15th, and
for a $64.19 we thought must be calculating for a year service. Nope, monthly $5.34 continued. The customer rep instructed my husband to screen shot the bank statement portions with those two over charges and that he will email my husband as to where to send it. As of 12 hours later we have not received the email.. We have canceled our Roku subscription and removed our debit card info. Would really like to talk to a live person to help understand these over charges when the service is supposed to be $5.34 a month?