Like a previous poster, I am also sorry to have to resort to posting this problem here - but I am also getting horrible service from Roku in resolving an order placed months ago.
Although the folks answering the Roku phones are excessively polite, they are absolutely ineffective. These are the facts in a nutshell:
1. We ordered a SINGLE Roku box.
2. We received TWO Roku boxes, and were separately charged for TWO boxes.
3. Roku acknowledged the mistake and promised that the second charge would be reversed and a return shipping label would be sent by email.
4. Despite continual promises from "Samantha," "Eric," "Danny," and "Steve," during a half-dozen phone calls, the charge has not been reversed and they have not mailed the shipping label. (No, the email is not in my spam.)
Don't let the politeness of the representatives fool you. We were tricked by the politeness, and now the time to finally contest the charges on the credit card has past. We never should have been so naive. It may be an uphill battle, but I'm willing to spend (and write) a lot to right the situation.
I still plan to contest through the credit card (especially since I have an admission from Roku that they made a mistake), but it won't be as easy now that time has passed. I have been complaining to Netflix, and they agreed to join me on future calls to Roku regarding this issue. Neflix expressed interest in seeing how Roku handles this case (whether they continue to screw up).
Anyone have any other ideas? I'm game.