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1.2 155 Reviews

Roku Complaints Summary

7 Resolved
138 Unresolved
Our verdict: If considering services from Roku with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Roku reviews & complaints 155

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C
1:32 pm EDT

Roku customer service lies

I own a first generation roku, which I have been happy with. My boyfriend and I recently moved away from our hometown in the dc metro area and he didn't want to miss his redskins games. So we purchased an nfl game pass subscription. But he hated having to watch the game on our desktop computer so when I read online that roku added an nfl channel that also allowed you to use your game pass subscription, I was excited. I couldn't find the nfl channel on our older roku and assumed I would have to upgrade to a newer player, but I called customer service to make sure that the player I wanted to order would support game pass. I was told that all the newer players would, and that because I owned a first generation player I qualified for a 20 percent discount for upgrading. So the next morning I went onto roku' s website to place my order and discovered that the discount did not apply automatically so I called customer service back to ask if there was a coupon code that I needed. I was told by the customer service representative that the discount was no longer available and that I was told that in error. I asked the representative and bis supervisor if they would honor what the first representative told me less than 12 hours earlier, and although they never denied that I was offered the discount, they refused to honor it. They either all need to get on the same page and train their representatives properly or honor their representative' s mistakes. I never asked for a discount... It was offered to me, but when a company tells you something, you should be able to count on it. I was originally going to purchase a less expensive player, but I told my boyfriend last night that because of the discount I would buy the best player so he could use it with the new hd 4k ultra tv he just purchased and watch his games on it. Now, because I am a person of my word, I am stuck paying more money than I intended because roku lies to their customers and feels no need to apologize about it. Amazon has much better service. I have owned three kindle fires and have had great customer service. I suggest going with fire tv over roku.

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1:17 pm EDT

Roku roku

I was having trouble with a channel on roku's site. First I tried chatting, but the customer service rep, steve, took more than 2 minutes on every response. So I called. I was told to contact the channel directly. As usual, no help from roku. I was also told for any further phone calls, roku would charge me $9.99! Charging for customer service! Is this even legal? And the probably turned out to be not with the channel, but with roku. I was having trouble with my retro flix, with movies constantly reloading after 30 seconds of play. It turned out not to happen on my laptop, only with the roku. So it is their problem but they, as usual, passed the buck. So don't count on receiving any customer service from roku.

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11:13 am EST

Roku stick device

We bought a roku "stick"for streaming tv and it doesn't work. We followed the instructions to the letter and the tv screen only shows a message that the device cannot connect to the internet. Our internet service works perfectly with everything but the brand new roku! Online customer complaint forums indicate that others have the same problem with their rokus. Roku's so-called customer service is in india and the reps do not understand simple english. My wife spent an hour and a half on the phone with indians telling her to remove the batteries from the remote and do other simple things that didn't work. They did not understand when she would respond that she had just done what they suggested. It was very clear that the reps did not understand much english. My wife ended up in tears. Plus the indians didn't understand that we wanted our money back for a defective product! Roku has the worst customer service we've ever experienced.

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3:48 pm EDT

Roku unresponsive customer service

I bought a defective roku streaming device from roku, inc. And immediately contacted customer service. Initially there was a 58 minute wait and still no one answered the queue I was in. I called and got a customer service rep that barely spoke english but she promised to e-mail me the return authorization information. Nothing was sent so I called again. The second rep spoke less english than the first and again no information was sent. I wrote the ceo of roku to voice my complaints about his lousy customer service.

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Ralph Vincamp
, US
Oct 20, 2015 9:09 pm EDT

Same experience. Roku customer service is a scam. The guy who "helped" me was from India or Pakistan and tried to trick me into paying either $99 to fix it later or $149 to fix it now. However the fix it now or later choices never mentioned any payment when asked to make the choice. And yes, the Guy said his name was Edward but I'm sure it was Haji or Punjab.

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M
5:33 am EDT

Roku activation

Purchased device mostly for miracast as I already have a smart tv. Device connected, found network, checked network, performed updates provided me an activation code to create an account online. That's where the frustration started. Would never activate. Tech support is a scam that tries to sell you virus checkers and windows services that already exist in windows. One guy wanted me to give him the admin user name and pw to my cable modem gui. This thing is a scam, beware!

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2:46 pm EST

Roku rokus

I ordered 30 rokus
20 x roku streaming stick hdmi version
10 x roku 3 digital hd 1080p streaming media player

The provider with out asking sent me 100 more rokus and forced me to pay all the total...
I accepted pay the balanced but he hold on the shippment until I made the payment. I made all the payment but wester union block it because of possible fruad, I didnt paid the total because I tought was fruad, he got mad and I didnt recived the order and I lost my money.

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8:33 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Roku update sucks

Roku did a irreversible interface update on their { my } equipment and now it doesn't play my family movies from my external hard drive - good job you idiots.. Roku don't support windows anymore - really? The #1 os in the world { I went 1 1/2 years with no problem } their foreign speaking tech was usless so my roku's and 6 other family/friends have our roku's for sale on e-bay. So now that they took the personal usage from their roku - it is just another video - netflix - streaming toy. Everything has netflix apps now days - these idiots ruined a good thing.

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thewayiseethings
, US
Jan 01, 2015 4:27 pm EST

roku sucks balls I got it as a christmas present it is a little box that hooks to Your wifi but how secure is it? and the only way to get this product up and running is with a credit card and that was a pain in the ###. roku sucks balls they give You 1 free game (angry birds) but then You must pay for any other games . they also claim to give You free tv this is not true because all they offer is sites like youtube daily motion and hulu which you get anyway online so why go through roku to get there? all as it really does is go to paid stuff like netflix that you can already go to on your internet connection so it is a little ad on box to your intenet that You never needed in the first place even worse is when i went to news it was all scripted and cernsored according to what roku and thier subsidiarys want you to see. this is jap censorship at its best but not what you want. it is a crapbox to say the least. I looked at the manual and they do not want you to really know who owns it but I think it may well be sony corp.? and it is all about censorship getting you to pay for stupid stuff ect for example they wanted me to pay 1.99 or 18.99 for to watch home alone! what a joke! i seen old movies 20 times before for free why pay ruku? to me it is just a complete hack of the internet possibly by sony I hope another tsunami eats them.

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5:24 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Roku posting full credit

Bought a roku player. Returned it within a week. It took almost six weeks and three phone calls to get my refund which did not include mailing costs. So their $78 player cost me over $20.00 in postage. Their so called return policy does not state that buyer gets stuck with any and all postage costs. Their customer service gets you lots of servile apologies and little else. I believe I finally got my credit. Minus the postage costs, after losing my cool on my third phone call to them. I assume they just feared getting another call my a very irate american woman.
I am spreading the word to all my friends. Never buy this company's product.

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YouWontLikeMeWhenIAmAngry
washington, US
Feb 11, 2011 5:28 pm EST

Roku makes a fantastic product, and 2 years ago I purchased a dozen or so of their players for friends and family. Christmas 2010 I was going to purchase another 20 units as gifts, but the customer service department was impossible to work with. I spent the 2000$ on other gifts.

When my current Roku player breaks I will not be purchasing a new one and am already looking at alternatives.

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B
1:45 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Roku machine doesn't work

I made the mistake of buying a roku video streaming machine (to view netflix movies) and it has not worked< since I purchaced it! You are just throwing your money away< if you purchace a roku product! Buy a wii instead, they work very well! Roku truely sucks, and you can't even get ahold of them to complain! I am disgusted with roku, over this total lack of consumer service! Purchaced unit in april, and have yet to have it stream any movie from netflix! My next stop is with the michigan attorney general's consumer protection division! Barry damon

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1:23 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Roku rip off

My wife purchased a roku player for me for christmas. She wasn't certain that i'd love it, so she took comfort in the adverstised claim that roku would take the unit back, postage paid, if for any reason we wanted to return it within 30 days. We'll I had no interest in the product and contacted roku by email that I would like return instructions. They promptly responded and said they would send me a rma and postage paid label. That was the easy part. After nearly a dozen emails and phone calls, and a dispute of the charge with my credit card company they finally, after five weeks emailed a rma and return label. Now when I email them requesting when I can expect to see the credit on my credit card, they only respond back with the standard canned response of someone will get back with me, which they never do with an acceptable resolution. I feel this company is unethical and I am so glad I didn't keep the roku and ever need support.

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5:10 pm EST
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Roku no refund on returned item

I have have similiar difficutlties as previous customers... No refund. It has been over a month, I call weekly, and each time I am promised that I will be refunded for a retuned roku player. I have not yet received a refund. I notified my credit card company to take action and have also complained to amazon.com. I hope that either of these will satisfy my request.

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Rickysan
Lighthouse Point, US
Mar 19, 2010 10:50 am EDT

Caveat Emptor Roku:
My experience is the same. I have been promised a return of my money twice now but nothing happens. Roku received my unit March 1, 2010 and signed for by C. Morrison.
Today is the 19th. I have spoken to India twice by phone and a couple of times by email. There is no phone number readily available to speak with their corporate offices. I am assuming that I will have to go to my credit card company to get a return. Before you buy be certain that this is what you want to do because solving problems appears to be extremely difficult with this company.
Unhappy Rick

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W
5:01 pm EST
Resolved
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Roku customer service

Roku inc sells a device that connects to both tv and computer by wireless or ethernet connection in order to stream netflix or amazon movies plus more web content such as facebook photos, pandora internet radio, etc. First let me state the device works quite well and is simple to install and operate... That's the end of the good news... It's all downhill from here.

The nightmare on this street is "roku customer service"; say oxymoron five times and you'll get the idea where this complaint lives.

I purchased a roku december 11 as a christmas gift for my son who had unknowingly (to me) ordered himself the unit as a present for himself. Anyway, I decided I would send mine back and began that process the day after christmas. The first response from roku by email was you'll be receiving a rma (return material authorization) and a shipping label within 2 business days. I call 2 days later, a call center probably india or bangladesh I later suspected, to be told 2 more buisness days until I would receive the fedex shipping label.

Two weeks later, with emails and calls every day and no resolution only being told the same scripted response, 2 days and "we have escalated your case". There is no supervisor to talk to or customer complaints department to escalate with... Only this call center with agents clearly not fully conversant in english.

I am making no more calls or sending any more emails to roku. I still have the roku ready to return but no shipping label. Here's what I have done though:

1. Filed a complaint with the state of washington attorney general's office.
2. Called netflix and emailed amazon two of roku's partners, to complain.
3. Called my credit card company and disputed the charge to my account by roku.

Anyway, this is one bizzarre company, a product that actually works... I just hope you don't have to return it for any reason because... Good luck.

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OldGuy
, US
Feb 01, 2010 12:39 pm EST

Extended warranty purchased for $19.95; returned defective unit; 4 e-mails; 2 phone calls; same story - "You will recieve a replacement unit in 3 to 5 business days". This has been going on for a month. No unit. Refusal to furnish a FedEx tracking number. No obvious recourse. Perhaps a registered letter to the VP Operations? Outsourced screeners are WORSE than useless, they are maddening!

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MattM
, US
Jan 15, 2010 11:22 am EST

I have had the exact same experience. 4 emails and 2 phone calls to Roku and I am STILL waiting on a simple email with shipping label. I'm beyond frustrated. Terrible, terrible, customer service.

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G
2:36 pm EST
Resolved
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Roku customer service

Free return shipping my #! I have talked to 5 different roku "customer service" respresentatives trying to get them to email me a return shipping label. Every 2-3 days I get a new email from a different representative saying they recommend I wait 2-3 days before receiving the shipping label. I don't know why I have to wait 2-3 days for an email. But that was over a week ago. I've spoken to 2-3 people on the phone-they were no help at all. And two randoms have emailed me suggesting I wait. They advertise a 30 day money back guarantee but they won't give you a shipping label within the 30 days. What a #in joke. Do not buy this player-a ps3 or computer can stream netflix movies. Don't waste your time or money on this "roku" player.
Oh and the best part is, I could have written "return to sender" and it could have been returned however when I called for to request a return shipping label they needed the "serial number' of my player so I had to open the box to get that information. Sneaky roku, sneaky. I hope no one buys your worthless player.
Merry christmas

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1:02 pm EST
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Roku customer service is a joke!

Stay away from this company! (unless you have money to throw away, then by all means) I ordered one of these units as a birthday present for my mother, two weeks early. I'm a student, and don't have much money, so I could barley afford this unit, so the "free shipping" was my incentive for buying it.

The roku website says 9 days for delivery, I had plenty of time... Or so I thought. Each time I track my package, I get a new, later date, (and the shipment is only a direct line, from california to nevada!) if I had known it actually take more than two weeks from california to nevada, I would never have ordered this thing. How long from california to ny? Three months?

Roku customer service: "bob jones", with an illegible indian accent, clearly could care less, an suggested that I buy a new one, and send that one back after it arrives the day after my mother's birthday! (then I can have two units that don't arrive on time!) thanks bob, you're a bloody genius!

Why even bother with these fake "customer service departments?"it's not just with this company, it's now with everything. People, we need to take our country back! It's either late, never, or just plain junk if we get it!

I just want companies to tell the truth on their web-sites. That's all. Don't pretend to be an american company, steal my money, then have "bob jones" laugh at me from some boiler room in bangladesh!

Just add this company to your christmas list of "shady" companies to deal with! Sadly, like everything else in our country now, this is a scam!

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Mark-Patty Krautsack
, US
Mar 02, 2017 2:34 pm EST

I agree the customer service is horrible. They were impossible to understand and totally ignorant of the product line. They were completely clueless, untrained and offered absolutely no assistance in solving my issue what so ever. The lady I spoke with kept insisting the Roku express has a reset button on the unit and after a 7 min hold she gets back to me with another # to call. I manager to finally figure out the solution myself.

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Commander Prime
, IN
Jul 04, 2011 10:31 pm EDT

U might have had issues with the player service or with its delivery missy but that does not mean everyone has issues. Many love the player. The attitude that you show reflects back. Hope u have better attitude towards other customer support that you face. That might as well help!

ComplaintsBoard
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11:26 am EST
Resolved
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Roku - bad service

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...

Read full review of Roku and 35 comments

Roku Customer Reviews Overview

Roku is a popular streaming device that has garnered positive reviews from users and experts alike. The device is praised for its ease of use, affordability, and wide range of content options.

One of the most significant advantages of Roku is its user-friendly interface. The device is easy to set up and navigate, making it an ideal choice for those who are not tech-savvy. Additionally, the remote control is straightforward and intuitive, with dedicated buttons for popular streaming services like Netflix and Hulu.

Another positive aspect of Roku is its affordability. The device is competitively priced, making it accessible to a wide range of consumers. Additionally, the company offers a range of models to suit different budgets and needs, from the basic Roku Express to the high-end Roku Ultra.

Roku is also praised for its extensive content library. The device offers access to thousands of channels, including popular streaming services like Netflix, Hulu, and Amazon Prime Video. Additionally, Roku offers a range of free channels, including news, sports, and entertainment options.

Overall, Roku is a highly recommended streaming device that offers a range of benefits to users. Its user-friendly interface, affordability, and extensive content library make it an excellent choice for anyone looking to cut the cord and stream their favorite content.

Roku In-depth Review

Product Range and Features:

Roku offers a wide range of streaming devices that cater to different user needs. From the compact Roku Express to the high-end Roku Ultra, there is a device for every budget and requirement. These devices come with a variety of features and functionalities, including support for 4K and HDR streaming, voice control, and private listening. Additionally, Roku provides access to a vast selection of streaming channels and apps, ensuring users have plenty of options for their entertainment needs.

User Interface and Ease of Use:

The user interface design on Roku devices is intuitive and user-friendly. Navigating through menus and apps is a breeze, thanks to the well-organized layout and responsive interface. The remote control provided with Roku devices is simple yet functional, allowing users to easily navigate and control their streaming experience. Setting up a Roku device is also hassle-free, with a straightforward setup process and seamless Wi-Fi connectivity.

Performance and Streaming Quality:

Roku devices deliver excellent streaming quality, supporting various resolutions including 4K and HDR. The devices perform admirably in terms of speed and responsiveness, ensuring smooth playback and minimal buffering issues. The audio quality is also impressive, with compatibility for different sound systems, providing an immersive viewing experience.

Content Discovery and Search:

The search functionality on Roku devices is highly effective, allowing users to easily find their desired content across multiple streaming channels. The content recommendation system is also commendable, providing accurate suggestions based on user preferences. Additionally, Roku offers a wide range of content categories and genres, making it easy for users to browse and discover new shows and movies.

Customer Support and Warranty:

Roku provides excellent customer support through various channels, including phone, email, and live chat. The support representatives are responsive and helpful, addressing customer queries and issues promptly. The warranty coverage offered by Roku ensures peace of mind for users, and the process of initiating returns or exchanges is straightforward.

Pricing and Value for Money:

Roku devices are competitively priced, offering great value for money. The pricing structure is transparent, with no hidden fees or subscriptions required. When compared to other streaming devices in the market, Roku stands out as an affordable yet feature-rich option. Considering the range of features, performance, and content available, Roku provides excellent value for money.

Compatibility and Integration:

Roku devices are compatible with a wide range of TV models and operating systems, ensuring seamless integration with existing setups. Additionally, Roku offers integration capabilities with popular smart home devices and platforms such as Alexa and Google Assistant, allowing users to control their Roku devices using voice commands. The availability of mobile apps for remote control and content streaming further enhances the overall user experience.

Overall User Experience:

The overall user experience with Roku devices is highly satisfactory. With its extensive range of features, ease of use, and excellent streaming quality, Roku provides a seamless and enjoyable streaming experience. The pros of using Roku include its affordable pricing, user-friendly interface, and wide selection of streaming channels. However, some users may find the absence of certain popular apps as a drawback. Nevertheless, considering the value for money and the variety of options available, Roku is highly recommended for users looking for a reliable and feature-packed streaming device.

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