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Business Profile

Wholesale Electronic Supplies

Roku, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Electronic Supplies.

Complaints

Customer Complaints Summary

  • 749 total complaints in the last 3 years.
  • 251 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/22/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    here what ****** did with me Here what i did with them April 10, 2025:Tech Team recommended General Troubleshooting of TV and soundbar.April 12, 2025:Tech Team recommended steps to troubleshoot Volume and Audio.April 15, 2025:Tech Team recommended troubleshooting the specific apps that have the sound issue. Troubleshooting steps included, Force Stop, Clear Cache, ************ Uninstall/reinstall of the apps.April 17, 2025:Tech Team recommends contacting the app developers for further clarification as all troubleshooting provided by ****** for this issue has been attempted. whats going on can you look into it on your end not tv or softwear at all on amazon end sed its with app on roku channel sound is low i have ******* onn sound bar hook up using optical audio cable using pcm audio its low called maker of tv sed all is ok hope fixed soon thanks no one helping fix it on amazon firer 4k smart tv i own any channle on roku channel i watch this is on roku cyhanneol on amazon firer 4k smart tv i own sound is low

    Business Response

    Date: 04/24/2025

    Hi Ray,

    Thank you for contacting us through the Better Business Bureau. Please rest assured that we are prioritizing your request, and one of our specialized support representatives will contact you shortly using the contact information you provided.

    Please be on the lookout for an email from us.


    Regards,
    Roku Support

  • Initial Complaint

    Date:04/21/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Set up a new device thru this company, after setting the device up I received an email stating I could have a 30 day free trials of **** after fighting with customer support for over 2 days I was told they don't offer this and they aren't sure why I received this email.

    Business Response

    Date: 04/24/2025

    Hi ****,

    Thank you for contacting us through the Better Business Bureau. Please rest assured that we are prioritizing your request, and one of our specialized support representatives will contact you shortly using the contact information you provided.

    Please be on the lookout for an email from us.


    Regards,
    Roku Support

  • Initial Complaint

    Date:04/15/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    What kind of a moron makes a tv with no channel buttons on the tv or on the remote. What kind of dumbass would invent such a device. I have to **** and go through all the channels to find a show that I want to watch even though I know what channel it is on I have to scroll through it all to find it? What a freakin idot to have such a device? I would never advise anyone to buy a roku tv. It is beyond stupid and everytime I turn it on I dream of the slapping the freakin idiot who would be stupid enough to sell such a product. I would love to talk to the guy and ask what the h*** were you thinking? I woud love a refund to get a real tv that has ACTUAL CHANNEL BUTTONS!!! you moron!!

    Business Response

    Date: 04/16/2025

    Hi ******,

    Thank you for contacting us through the Better Business Bureau. Please rest assured that we are prioritizing your request, and one of our specialized support representatives will contact you shortly using the contact information you provided.

    Please be on the lookout for an email from us.


    Regards,
    Roku Support

  • Initial Complaint

    Date:04/14/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I called a number for roku tv and was almost scammed, asked for my credit card number, said it was necessary to solve complaint and also needed a debit card?Long story short, I cancelled my credit cards and havind new ones shipped.Also, I learned that Roku doesnt have a phone # and all the numbers on ****** are scams. Something has to be done about this company, its obscene.

    Business Response

    Date: 04/15/2025

    Hi *****,

    Thank you for contacting us through the Better Business Bureau. Please rest assured that we are prioritizing your request, and one of our specialized support representatives will contact you shortly using the contact information you provided.

    Please be on the lookout for an email from us.


    Regards,
    Roku Support

    Customer Answer

    Date: 04/15/2025

     
    Complaint: 23203952

    I am rejecting this response because:

    Sincerely,

    ***** *****

  • Initial Complaint

    Date:04/14/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On March 31st i was charged $84.79 for a subscription service that i canceled a few days earlier. I called Roku subscription and told them about the issue and they then claim thet issued a refund of $84.79 on 4.1.25. They said it would take 5 to 7 days to recieve the refund in my bank account. Well today is 14 days and still no refund. I have called my bank and they said there is nothing in the queue of any refund of any kind. I have called roku four times and each time they say the same thing, that the refund was issued on 4.1. I tell them it wasn't recieved and they tell me it's on my banks end. I have asked the bank multiple times and they continue to say that there is nothing in my queue and that Roku must have processed this incorrectly. Roku refuses to issue any refund or credit or hear anything about my concern. They just keep saying the refund was issued and it's an issue with your bank.

    Business Response

    Date: 04/16/2025

    Hi *****,

    Thank you for contacting us through the Better Business Bureau. Please rest assured that we are prioritizing your request, and one of our specialized support representatives will contact you shortly using the contact information you provided.

    Please be on the lookout for an email from us.


    Regards,
    Roku Support

    Customer Answer

    Date: 04/16/2025

     
    Complaint: 23200701

    I am rejecting this response because: that is the same response I have recieved several times. After a few days I get an email that the refund was issued on 4.1.25 with a vrn # to give my bank and the case is closed. Well, as mentioned the vrn number means nothing to the bank as it doesn't give them any information as my bank has told me multiple times. 



    Sincerely,

    ***** *******

    Business Response

    Date: 04/30/2025

    Hi *****,

    Thank you for your patience while we investigate this issue. 

    Our team is working hard to resolve your issue and will provide you with an update in the next 4-5 business days. 


    Regards, 
    Roku Support 


    Customer Answer

    Date: 05/01/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***** *******

  • Initial Complaint

    Date:04/11/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Roku has acknowledge warranty related electrical failures for my TV that was validated with the serial and model number but refuses to uphold warranty terms. I am requesting a warranty repair of this TV or I will be proceeding with district court action for violation of the terms listed in the warranty conditions.

    Business Response

    Date: 04/11/2025

    Hi ******,

    Thank you for contacting us through the Better Business Bureau. Please rest assured that we are prioritizing your request, and one of our specialized support representatives will contact you shortly using the contact information you provided.

    Please be on the lookout for an email from us.


    Regards,
    Roku Support

  • Initial Complaint

    Date:04/10/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Roku Stick a few weeks ago, the remote does not work, I replaced the batteries and it still does not turn on. When I contacted their help desk I got caught in a virtual runaround. It is all AI and they kept asking me if it had batteries, does it turn on the TV, no it does not turn on itself! then it sent me to a screen that asked for my credit card info for a dollar which would be refunded...but then it said I was a member and to put in my password - I DO NOT HAVE A PASSWORD!!! Every time I would get out of the system and try again and got the exact same questions, the screen with my card info and asked for the password I SPENT ABOUT AN HOUR!!! in that rat race! I do not know wh I should report his, but I need a person from Roku to discuss this issue I could not reach a person

    Business Response

    Date: 04/11/2025

    Hi *****,

    Thank you for contacting us through the Better Business Bureau. Please rest assured that we are prioritizing your request, and one of our specialized support representatives will contact you shortly using the contact information you provided.

    Please be on the lookout for an email from us.


    Regards,
    Roku Support

  • Initial Complaint

    Date:04/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased ROKU **************** as a kit and pay an accompanying $19.99 per month for monitoring. As of today and during the six months of service, I have had over 20 erroneous alarm activations that nobody can explain. I am unable to access the application over 50% of the time. I have called to make tickets over 5 times (including as I type this) and there is never a resolution. *********, the provider for the monitoring, tells me that "we have thousands of these calls a day" for erroneous alarms that do not follow the rules set forth by the customer for monitoring. My alarm deactivates (and has 95% of the time) at 8:45AM every day - yet over 20 times now it has gone off AFTER 9AM when the system is disarmed. I am unable to access the application during these times (which ROKU states is their issue) and I am forced to turn around on my commute and run back home to turn the alarm off. The support forums have tens of thousands of similar complaints where ROKU states the user should reset the system, or uninstall/reinstall the application etc - yet disregard that as a software engineer I am able to see a physical outage of their servers (400/500 error) every single time. I pay for this service and as such and according to the terms of such service expect the minimum to be delivered in which case it has not been. The hardware is useless ($99 + 2 additional cameras at $49 each) and then monitoring at $19.99 x 6 months is also worthless as I've never once after the first month been able to depend on this for anything. Please fix your product and if you are unwilling then I would like compensation for breach of contract and faulty hardware per FTC and other provisions.

    Business Response

    Date: 04/11/2025

    Hi ***,

    Thank you for contacting us through the Better Business Bureau. Please rest assured that we are prioritizing your request, and one of our specialized support representatives will contact you shortly using the contact information you provided.

    Please be on the lookout for an email from us.


    Regards,
    Roku Support

  • Initial Complaint

    Date:04/09/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered ******* through Roku in December 2024 immediately was started being billed for two services have talked with ****** and Roku and they dont knowwhat is going on what I was told to contact my bank and dispute the charges so I contacted my bank to dispute one of the charges then ****** and Rokucanceled my service but as of April 9 of 2025 I will still build for one service was on the phone this time for over hour with ****** and Roku but yet still no resolution

    Business Response

    Date: 04/11/2025

    Hi Major,

    Thank you for contacting us through the Better Business Bureau. Please rest assured that we are prioritizing your request, and one of our specialized support representatives will contact you shortly using the contact information you provided.

    Please be on the lookout for an email from us.


    Regards,
    Roku Support

  • Initial Complaint

    Date:04/07/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Complaint taken in dictation by BBB *** SS 04/07/2025 *********** has been charging my card for the last 3 months for the total amount of approximately $17. I would like a refund and for the subscription to be cancelled. I did not initiate a subscription and I never provided my bank information.

    Business Response

    Date: 04/08/2025

    Hi ******,

    Thank you for contacting us through the Better Business Bureau. Please rest assured that we are prioritizing your request, and one of our specialized support representatives will contact you shortly using the contact information you provided.

    Please be on the lookout for an email from us.


    Regards,
    Roku Support

Roku, Inc. is NOT a BBB Accredited Business.

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