I am so frustrated with Roku's customer service. I called them several times and I can't even understand what they are saying. On top of that, the rep would not put me through to his manager. I had ordered a Roku box one day and several hours later, found out I could get it cheaper at Amazon so a few hours later, I called up customer service and had them cancel the order. I was given a case # and thought that was the end of it. The next day I get the roku box in the mail; I called up customer service and they gave me an RMA number so I put the RMA number on the outside of the box (never opened it) and marked "return to sender". They said I would get the credit when they receive the box. I get my credit card statement and they credited me for the box, but charged me for the shipping ($10); I immediately called them back and told them that I should have to pay for the shipping since I cancelled the order.
The rep (who I could hardly understand) kept saying it is their policy that the customer pays for the shipping (I guess no matter if Roku made a mistake or not). I kept asking for his manager, but he just kept repeating their "policy". I think that they just continually tell the customers the same thing hoping that the customer will throw up their hands and give up...then they make money off bogus shipping charges. I won' t buy from them again nor will I recommend them to anyone. Their customer service SUCKS!
From your post it looks like customer service did exactly what you
asked for. You
say that you
told the Roku rep that you
should have to pay for shipping since you
cancelled the order (see quote of OP above).
Sometimes it is the customer and not customer service that sucks!
Sometimes it is the customer and not customer service who struggles to speak and express their thoughts in english.
Have a great day and a Merry Christmas.
55" Insignia-Roku 4K TV, 40" Hisense Roku TV, Roku2 XS #13A164000326, R3 #1GJ36A038993, R4 wired to Netgear WND 3700 router, 300 mb TWC broadband (Subscriber- 2019 MLB.TV Premium, 2018-19 NHL.TV, Hulu+, Netflix, Amazon Prime)