Consumer Complaints and Reviews
We bought a smart TV last May and have been fine with the Roku in it. We have Amazon Prime and Netflix and like to watch movies occasionally. Recently I had to do a factory reset on the Roku. When trying to connect to my internet router I kept getting an error message. I ended up on the phone with Roku. This guy tells me Roku has changed their policy as of 4/24/17 and now I have pay a one time payment of either $89 for basic or $129 for premium of Roku. WHAT? Now I can't use the Roku in my TV that I already paid for? WTH!!! Do not buy Roku. What a joke.
I can honestly say that even compared to Frontier Communications, Roku customer support is abysmal. They have yet to resolve a single issue I have had with their devices and they will not effectively resolve any issues with replacement devices for defective ones. I highly recommend using any other streaming device as Roku will simply take your money and leave you stranded.
On three separate occasions I found movies that I wanted to rent/purchase from Fandango through Roku. I would go to the site, click on rent or purchase, enter my PEN, the window would come up and tell me how much my account would be billed. I would accept the price, wait for the the purchase to be prepossessed then a window would come up and tell me my transaction could not be completed at this time and to please try again later. Within ten seconds I would get an e-mail from PayPal that a payment in the amount of the movie was made to Roku. I would call cus. serv. to inquire about the billing and was told, (this last time) that Roku has had a lot of complaints about Fandango and that Roku could not get a response from Fandango about the complaints. I was told Roku would reimburse me for the payments.
I've only received one out of three payments. I called Fandango to check on their explanation to this and was told that Roku is a third party vendor and that Fandango does not deal with PayPal. They had no record of those particular purchases on my account. If I want to be sure that my purchases would be correct I should make them from their website not from Roku. So now I have to get PayPal involved to get my money back.
We bought 2 for the house. Turned on internet $130 each Roku. Was $35 at Walmart. Had problems getting it to work. Called tech support. $49.99 for them to help me. Then channels would go blank but still had voices. Call again they told me its my internet. Nope all pc and phones and tablets work fine. We keep losing our channels so I called again. They reset it 2 weeks later same problem. I call back and he has me reset it to factory setting so I did. Then he tells me its $49.99 for them to turn it on. Wth? So were into $249 plus less than a month and no tv. Roku is a big joke. I wished I bought a Firestick or Google Plus. I've wasted so much time and money and the sad part is their quality support. All they want is your money. These tech supports are all out of country and very hard to understand. Never again. If asked I will tell them don't buy one.
Purchased 2 Roku Ultra devices both not working. Am unable to link them to my account, a waste of money and a very bad corporation to deal with. I complained about one device not being able to link then found both devices will not link. I think your other complaints are very accurate and they refuse to accept responsibility for their problems and customer service or tech support is just as bad if not worst. Do not purchase these devices. It's not worth your time or effort. I was very disappointed at the help I never got from that company and strongly suggest people not deal with them!
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I purchased a 50" Roku smart TV and tried to connect it, I have had nothing but problems. I still cannot do a proper setup. I am going to return it and purchase another brand. I called customer support and was on hold for a half hour before speaking to a representative who had never heard of Verizon Fios, and spoke very broken English. I was on phone for 2 1/2 hours, with no success. He blamed my internet connection, although all of my other tv's and electronics work perfectly. He told me he could not do any more and to try again later. I have never received a follow up phone call. I got a email asking me to do a survey on the product and my experience. I let them know what had happened and I have still received no response. It says it is a problem with their website, but whatever it is, I do not recommend this product or company to anyone.
When I first got my TV everything was great. I set it up and it was good for awhile. Then my dog chewed up my remote. I called Roku and they said, "Get another remote" Well no one told me how hard and expensive it would be. And now two months later and I still don't have a remote. I tried to set it up manually and guess what. You dumb ** creators didn't put a ** select button on it. You want a good company to function well and have a lot of money do it right. A ** Tv from 10 years ago works better than your ** Roku. How is that? It has nothing. You can't connect anything to it. It's stupid. No wonder you only have one star. Your company is whack. Your tvs are **. You're supposed to make your company better than others, you didn't at all. It sucks. Other than the no select, so I can work the tv so I can get it past the ** set up page It's nice to use.
It was time to order a new Roku after enjoying my Roku 2 for almost 5 years. So I placed an order "directly" from Roku but it was never delivered. Upon contacting email@example.com for assistance, they refused to track the lost unit and tried to make me contact USPS. I refused as it was THEIR responsibility to chase the lost unit and make sure I would receive the merchandise that I had already paid them for. Every time I sent them an email for help and update, they would just repeat the same information and did not seem to care at all. That left me no choice but to dispute their charge on my credit card and I was able to get my refund that way, which was 3 weeks after my original order date. Otherwise, Roku would have kept my money and wouldn't have done a thing for me. This has been one of the worst purchasing experience but I'm glad it's finally over. ***BUYER BEWARE*** THEY WILL NOT TAKE RESPONSIBILITY FOR THEIR INACTION.
Roku suddenly vacated the beautiful cityscape screensaver, leaving me with a little clock (yes, with the wrong time no less). I ordered a new screensaver but it didn't show up on my home screen or in my screensaver choices. I contacted the Roku people who then requested a ton of information that would have taken me an hour to locate instead of simply giving me instructions on locating the stupid screensaver that cost me monthly fee. I then immediately cancelled it. This has been an ongoing problem with Roku, i.e., being unable to solve any problems that continue to occur and lending virtually no control what-so-ever over my TV or its programming. Same problems have been occurring with Netflix. I suppose these guys are just way too big for their breaches but I have news for them, people are becoming disgusted and I may be opting out sooner than later!
I originally bought a ROKU stick in 2015. I was happy w/ the service and I could always call customer service and get live assistance. Recently I signed up for ROKU Sling. I was charged the Sling dues for 2 months upfront. They sent me a free ROKU Express. As soon as I signed up for Sling, my existing ROKU stopped working and I couldn't get customer service no matter which means I tried, not even by email. There just wasn't any response.
Yesterday I received the new ROKU Express and attempted to activate it today. I was told that it would cost me $100 to activate. The first ROKU I had did not cost me an activation fee. Nowhere does it state there is an activation fee for the new one supplied by Sling tv. I was totally stunned. I don't know if this company has been bought by someone or if they are just scamming their customers. It seems that since cable has become unpopular ROKU has taken advantage.
I was so disgusted by the rude attitude I was receiving, I let it go for today. I was on w/a chat technician earlier and there was no indication from them that there was an activation fee. I was told to select my account and enter my password and then follow the directions. When I followed all the steps I received a message that there was an error and I needed to call the # on the screen. I did this and got a rude individual who said I had to pay $100 for them to activate the code. He also stated that it wouldn't matter how often I entered the code, it would not be activated until I pay the $100.
At this point I was frustrated sufficiently enough to leave it alone for today. I will approach this issue again tomorrow. Prior to these recent events, I was satisfied w/my original ROKU set-up and the customer service I received. I do not know when these changes were made to ROKU, but it has really downgraded the device and I may just forget the whole mess. They are doing a disservice to their own company.
I bought a Roku box in 2014. In 2016, I bought a tv with Roku built in. My experience has been fantastic. Great channel selection, reliable. USB port is super handy. Best of all, it's Miracast compatible, so I can mirror my phone to the tv - find anything on my phone, watch it on the tv. I see a ton of negative things on here, maybe some stuff is a little hard to figure out and that sours people. Roku let me cut my cable, let me put a tv in my bedroom without running cables (wifi for the win), and there are a ton of obscure channels with weird old content that is fun to dig in to. Plus the ability to throw things from Youtube or anything from my phone or tablet is just great. I feel like it's the future of tv. Outstanding in every way.
I've had my Roku for over a year now but yesterday we turned it on and "Watch free flix" was posted on our home screen. This video service when clicked brings up tons of categories, but shows only porn movies as soon as it's activated. The Roku was bought for my two daughters... children. If you want to advertise crap like that then perhaps it should only be found via search engine. Not on the home page.
Nowhere can I find where Roku state there is an activation fee ($59.00) and I have search everywhere a human can without any word of an activation fee required, my ex-wife got hers less than 2 weeks ago and paid no activation fee. I bought it from eBay... Just dawn on me I got screwed. Will contact eBay and return product, but Roku knows about this situation.
I have a Roku streaming device that I was having problems with, called cust srvc. and after some time was told I had to update my device and it would cost me 99.99. I said, "No. I would rather go out and buy a new device for 79.00 and not pay 100.00 for updating." Bought and installed the device 3/4 and it ran well from 3 PM to 7 PM. Spent the rest of the evening trying to call Roku to see why device stopped working. Finally spoke with them Sunday morning 3/5 and told him my NEW Roku stopped working. He said there was a miscommunication and that the 100.00 charge was not for updating but was an activation fee. I asked him where that was stated and he said in the terms and conditions, which it was not. I quote the website concerning activation fees:
"Does Roku charge for customer service or device activation? No. Roku does not charge an activation fee or charge for support. Also, our Roku customer support agents will never: Ask for access to your computer. Ask for your social security number or date of birth. Ask for passwords for your computer or your Roku account. Advise you to purchase any sort of anti-virus software."
Now Roku wants me to pay for the device, pay for activation, pay for programming. Who do you think you are cable? I now have 2 useless Roku streaming devices because I refuse to pay for activation and believe this is nothing short of fraud.
I purchased a replace remote 2/21/17. Approved for shipping 2/22/17. Arrived 2/24/17. I am so disappointed with results. First off my Roku is a 3500R model. Which based on roku website is the "Standard stick standard remote". I took pictures! However, the remote I got was not the remote shown on the initial screen. FALSE ADVERTISEMENT and WRONG REMOTE. The remote I received looks like it's for the newer generation roku. Okay so I called customer service line 18006007758. Talked to someone I could barely understand for one and was rude! I presented him with the information. He asked what my account is. I didn't use my account, I provided the order number. Then he goes, "Well when you order it asked for a serial number and model." NO IT DID NOT! When you check out not under your account.
It asked for billing, shipping, and payment... I choose the remote for 3500. Which is the correct and on my invoice. It's a standard remote. So why is your customers get hounded on where did they buy the stream stick, year and month of purchase, and serial and model number. What does that have to do with my replacement remote? I provided you with my order number. I'm sending back the wrong remote to get it replaced. But here is the cherry. I paid for two day shipping. Now I have to wait 7-10 days for them to receive this. And 7-10 day more to get the correct one back.
It does not work and is a rip off. When I try to watch something on it, it works long enough for the ads to play, then it freezes up and I have to reboot, then watch the GD ads again, then the same thing happens. It doesn't matter what I am watching, the same thing happens, over and over. It is a total RIP OFF!!!
I purchased the Roku stick for 29.95. When I tried to set it up it wouldn't work. I called the number in the instructions and got a person who spoke broken English. He told me I had to pay 100.00 dollars more to register the product!! If the product does not work out of the box and there are ridiculously high additional charges, that should be disclosed BEFORE the purchase. However, this is NOT mentioned when you buy the unit. I returned it to the store and bought a reputable product that did not have an undisclosed additional registration fee. I would not ever purchase a Roku product again or recommend one to a friend. Don't be fooled by this company.
While setting up a new Roku streaming stick (not my first) I was directed to call a number (877-212-2501) to fix a problem. A gentleman I could barely understand told me I needed to open a new account and the fee was $100. If I would not pay I was told I should return the Roku device. Not sure if this is a scam from a third party or if Roku is trying to rip off customers. I went back to the Roku website, got a new activation code, and was able to set up the stick without paying anything. Not feeling good about Roku in general. BEWARE!
I purchased a Roku stick from Amazon and within a week it virtually stopped responding to the remote 80% of the time, there is no way of turning it off so if you leave it on there is no way of accessing it again. I sent it back and got a new one but the new one was even worse, that starting freezing up instantly. So I got onto Roku who said they would send me a new one if I gave them my address and serial numbers, that was 2 weeks ago and I heard nothing. Now after calling them in Delhi, India as that is the only people you can talk to, according to them there are NO Americans you can talk to! They now tell me I have to return the old one before they will send me a new one, at MY expense!!! AVOID AT ALL COST, get a fire stick.
I purchased my first Roku 1 streaming device which only lasted about a year with little use. My second Roku was a Roku Express which I purchased around December 7, 2016 and was offered a two month trial with CBS, Hulu and Showtime. I was not able to access Showtime or CBS because it was not an available option when I tried setting it up a one week trial was the only option and Hulu was the only one I was able to access. Around January 10, 2017 my Roku Express stopped working properly. When I clicked on the icon to open the app I wanted to access it showed all my apps on the main menu screen but when I clicked on any of the apps no matter which one I clicked on there was no picture only a gray screen and audio.
I am very disgusted and will never buy any Roku products ever again. I feel ripped off. I made several calls to their customer service and there were long hold times to reach a rep who was in India and unable to communicate in English. Extremely poor customer service and equipment very undependable. I received several emails also requesting I answer a survey regarding product satisfaction and the funny thing is they returned it to me with the response saying it was moderated and they cannot publish it. No apology for my bad experiences or anything.
I bought a Roku Express from Sam's Club tonight. I could not get it to work - I entered the code I was supposed to enter and on the screen came the request to set up an account. I did it and entered the activation code as I should. Error 001 came up and I had to talk to Jennifer, a support person. She wanted control of my computer because something with the settings is wrong. I gave her permission - biggest mistake I could make! I was contacted by a guy from no one knows where with a request for a payment of $99 to correct the issue. I refused and that's it. No service. I tried to call the company - no one answer except for automated service. Try and call the 1-888 number - no help! Here is how the notepad looks - they wasted hours of my time and tomorrow I'll give the rubbish back to SAM's.
Ok I just spent 5 hours on the phone with supervisors from India might have taken 10 minutes. If you need service you might want to pack a lunch if ever had to call for support and you get India. You know what I mean. I don't speak India and they don't English. 5 hours to get resolve. I won't buy from this company. I the future frustrating at the least.
I had this Haier 49in TV given to me as a gift brand new the beginning of 2016 Jan. I believe anyway during a move the screen was damaged and picture was not able to see so I contacted Haier asking for the part number and cost. They directed me to a local company. That company told me it would cost more than the TV is worth to fix so I contacted Haier again asking for part number so I can order it and have a family friend who works with electronics replace for me. Haier could not give me the part number said they didn't know it. Tried to refer me back to local shop again. All communication was done thru email with Haier. I replied to Haier I am not going thru shop to have fixed.
They sent me to their parts department. That department then informs me that the part I need is discontinued. I asked "well then how am I to fix this TV? Are other brands interchangeable etc? They said no so I contacted Haier again asked what am I to do since the part is discontinued and this TV isn't even 7 months old from when it was purchased. They still could not give me the part number after I repeatedly asked so I called the local shop and asked what the part number was I needed which the man told me call was less than 2 min. Again I asked Haier what options I have since they no longer have the part I need and I pretty much told them if I buy their TVs when I walk out the store with it I should just find the nearest dumpster and throw it away since that was my only option. They then told me to contact local shop again and they would assist in locating the part. I asked "how is that possible if you no longer offer the part?" TV still is not fixed.
I bought the Roku 3 directly from Roku. After two months, it stopped loading updates so all the channels stopped working. Also, the "streaming channels" link stopped working, so I can't even reload the channels after deleting them. I called Roku and got somebody in the Philippines who had me unplug it a few times and when that didn't work, said "Don't worry, we're going to fix it, we'll let you know when it's fixed". Never heard from them again. I contacted them by email next, and they sent me an email with a link that said "click here to get started" - but the link is broken and won't open. I emailed them back telling them that, but got no response.
So I call them again (it's now been weeks since I first contacted them) and get the Philippines again, and this time the guy has such a thick accent that I can't understand anything at all that he's saying. After 20 frustrating minutes of asking him to repeat himself, I hang up. So I have a new Roku that won't work and cannot reach anyone at the company who can speak English or will do anything about it. DON'T BUY ROKU, IT'S A RIPOFF.
Streaming stick Model 3600 - Purchased this streaming stick to use with a Slingbox app. Downloaded this app to my TV from the Roku store. Could not stream to app. Spent 3.5 hours on the phone over several days with Roku Tec. service, going through many steps (rebooting, reloading, etc). Roku assigned me a case number for the problem to be reviewed by a committee. After one week, no response. Called and told them I wanted to return this device because it was obviously not working and guaranteed. Spend another 45 minutes on the phone before they would give me an address to return the device. Very poor service.
If you purchase a channel's membership, have a backup device to watch it. I've been unable to log into the channel I purchased for over a month. Tech support is quick to respond, and send you the typical form letter response of, "how sorry they are you're having difficulties". But don't ask a specific question... That confuses the hell out of them. They will also feed you the line about how hard they're working on the situation, because they know how frustrated you must be. Pick any other option you can find for streaming TV. Don't fall for their crap.
What a scam. Bought a Roku stick on 1/02/17 was suppose to be here in 3 to 7 days. Free Hulu, Showtime and CBS streaming was added if activated by 1/14/17. It didn't arrive until 1/14/17 then when I went to activate it, it wouldn't activate with my wireless code. I have AT&T and every laptop and wireless device in my home works. My modem even has an auto connect to all wireless devices. I called Roku cust service and they took over my laptop and the guy showed me some things on one of the laptops labeled Microsoft closed and told me I had security issues. Told me he had to talk to his boss on how to help me. Came back trying to sell me some security system for $200 a month. When I told him every wireless device works and he was running a scam because every laptop would have different information and the one laptop had nothing to do with the router. Asked him if he sold aluminum siding in the past.
I just feel sorry for the people that fell for this thinking they had to do it today to get something free. HULU is offering a free promo with or without the Roku stick. It doesn't end today.. Customer service was just a salesperson trying to sell me something I don't need. If all my wireless devices work with my modem this device should. This company is criminal and trying to scam people out of money to buy some security device they don't need. Shame on them.
IF I COULD GIVE 0 STARS I WOULD. My goodness, this is absolutely the WORST TV possible. I purchased this TV on Black Friday at Walmart, I guess my first mistake. However, I was told by a friend that it was a good TV, and there was not that big of a discount from regular pricing so I figured the TV would be decent (Black Friday deal $130, normal price $169). On the contrary, problems started right after opening the box.
First, the program was not recognizing my expensive, top speed, and GB internet. When I was finally able to connect after hours of trouble there was no problem, I was pretty excited to have such a "great, smart TV." However, the next day, the TV was literally randomly shutting off and restarting approximately every 30 minutes. I was confused, and googled all possible scenarios. I literally changed all settings to attempt to stop the turn-offs, such as stopping automatic update systems, stopping screen saver settings, and more. I also had the wireless box right next to the TV and upon their "googling TCL advice" I would move my wireless box an inches or more to try and reconcile such an issue to no avail. One will literally be in the middle of a program and this TV will shut off for no reason! I have literally googled every possible issue that could be experienced with this TV and tried to fix it on my accord.
I have emailed the company too complaining of my issues and have not received ONE email back (despite their adamant, helpful Customer Service). I emailed weeks ago and haven't heard a peep. Finally, when at the end of my wits after not wanting to go through the hassle of returning, explaining, possibly blamed, I could not take it anymore and decided there was no choice. I literally did everything right. Bought the product, researched how to fix it, did everything possible to do so, such as moved box, contacted internet service provider, rebooted all tech processes within that time, connected repeatedly sources that could be correct, contacted company without any assistance or feedback (despite multiple attempts), and yet nothing changed. TV TURNS OUT ALL THE TIME!
This is the worst TV ever, and when I finally decided to return it, I grabbed it roughly from the top because the cord was stuck and the entire screen cracked. So now I am out $130 plus dollars. WHAT A WASTE! My only hope is that someone will read this and realize it is not worth the effort!! Saving a few bucks and seeming to think this is a great buy is SOOOO not worth it. I was mislead. I am telling you all from the bottom of my heart, do not buy this CHINA-MADE CRAP. This is probably one of the worst purchases of my life, not due to money but because of the headache it has caused without any resolution. SUCH A SCAM!!! SAVE YOUR MONEY!!!
I purchased a TCL Roku TV from Target on 06/29/2016. TV picture blew out on 01/02/2017. TV gets sound, screen stays black. Customer service line is a joke. First they attempted to "troubleshoot" and then transferred to a number that rang for five minutes with no answer. Don't waste your money on this brand or on Roku services. In the process of attempting to obtain a refund or replacement, they are not helpful.
Nice TV for the price... or so you think! This is a SCAM sold as a TV. I can't honestly believe that Best Buy is aware that a TV they sell requires customers to provide their credit card (in case they decide to purchase something online) BEFORE the TV can be used. And there is a FEE for activating the TV. Best Buy has this TV made specifically for them. Consumer beware!!!
If Best Buy is aware of this FEE and activation issue, they certainly don't tell you about it. And there are no notices on the box... warning you upfront that activation and fee is required. SO, I don't know how many of you feel about providing your credit card to be held in a database, JUST IN CASE you buy something (anyone thinking of all the hacks going on right now, feel secure...?) BUT ain't NO WAY I am providing my CC info. Short story: I took it back and got a refund.
The saving grace here is that BEST BUY provided me an immediate refund. The customer service rep (name of TIM) was great! Absolutely recognized what a fiasco (can't say CF) this TV was and provide me a No Hassle refund. If Best Buy is smart they will give TIM a raise and stop selling these SCAM TV's. TIM gets 5 STARS. Best Buy gets 3 stars. The ROKU TV gets - 1 Star.
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