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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.
  • 250 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:04/06/2025

    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.
    To Whom It May Concern,I am writing to demand the immediate cancellation and full refund of an unauthorized subscription charge of $0.99 that has been withdrawn from my account every month for years. I have no knowledge of this service, never signed up for it, and never consented to these charges.This ongoing billing, no matter how small individually, is a fraudulent practice, and I consider it a form of systematic theft. You have been taking money from my account without my knowledge or permission. The fact that this has continued for so long without notice or any form of verification is unacceptable.Unless this issue is fully resolved within 7 business daysincluding the cancellation of the charge and a complete refund of all amounts withdrawnI will proceed with the following actions:File a formal fraud complaint with my bank and initiate a chargeback for every unauthorized transaction.Submit reports to the ************************ (FTC) and the Better Business Bureau (BBB).Consult legal counsel regarding a potential class action lawsuit or legal claim for damages resulting from these unauthorized charges.I strongly advise you take this matter seriously and resolve it without delay.01-03-25 Roku for BariTV Roku for USD 0,99 ****** 0,99 **** 8582 This is your final opportunity to correct this before legal action is pursued.Sincerely,*******

    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

  • Initial Complaint

    Date:04/06/2025

    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.
    On February 8, 2025, I purchased an annual subscription for BET+ via Roku in the amount of $58. 97. The subscription will end February 2026. In March 2025, I noticed that Roku deducted money from my bank card for three consecutive months for the same subscription. I contacted Roku via phone to find out why they were deducting money from my account for the same subscription.I was informed that Roku wasnt deducting any money from my account.I emailed ********************** proof of the funds being deducted from my account the first week in March. The Roku representative indicated that they would investigate it and will get back to me. As of this date, I havent received any communication regarding that issue. Therefore, I contacted my bank about possible fraud on my account and obtained a new card. On April 5, 2025, I noticed an email from Roku requesting updated payment method for my BET+ Roku account. Also when I tuned into my BET+ on my tv it would not allow me to watch anything as it stated I needed to update my payment method and access is on hold. I emailed Roku on April 5, 2025 concerning this issue. Then today, April 6, 2025, I called a Roku representative and explained my issue. She wasnt helpful as she didnt seem to understand. I asked to speak to someone in charge and she indicated that she couldnt transfer me. I am requesting assistance to get this matter resolved. Either they refund me my paid up subscription or allow me to use the subscription that has been paid for a year. Thank you

    Business Response

    Date: 04/08/2025

    Hi LaJuliet,

    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:04/04/2025

    Type:Delivery 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.
    I bought a Roku streambar on 3/9/25. It did not work. I contacted support 3 times. They were unable to resolve the issue. I was instructed to send the device back for a refund. I mailed the package on 3/18/25. It was delivered on 3/24/25. I never received a refund.

    Business Response

    Date: 04/04/2025

    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: 04/07/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ******** and am happy with it. My refund has been issued. Going forward Roku could make their return process a little more customer friendly.

    Sincerely,

    ***** ******-****

  • Initial Complaint

    Date:04/02/2025

    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 had a Roku ********* but it died after only two years. I emailed Roku saying I wished to cancel my recurring subscription. I never got a response. Today, April 2, 2025, I was charged the recurring fee. When I tried to cancel via ******, the contact button for Roku in ****** is inoperative. You get a screen that says, "Forbidden." I no longer have a Roku TV, so it is impossible to cancel the subscription via the TV. So, I cannot cancel via a Roku TV; I never get a response when I try to cancel via email; and Roku makes it impossible to contact them via ******. How am I supposed to cancel a subscription that is now worthless to me as I no longer even have a Roku television?

    Business Response

    Date: 04/04/2025

    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:03/29/2025

    Type:Sales and Advertising 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, Inc. is using predatory sales practices, selling hardware that requires a software app and subscription that is not mentioned anywhere in the sales copy provided ************* sale, they want your phone number, your location, your email and credit card number to use the hardware AT ALL, which they then use to force users to subscribe to an AUTORENEWING subscription with a 14 day "free trial", where free trial means predatory sales captured privacy invasion and bank account access.The amount of money for the hardware is meaningless by comparison of these absolutely unethical corporate executives and the weak engineers building all their dark design patterns.These people are vile.

    Business Response

    Date: 04/01/2025

    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:03/25/2025

    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.
    Roku *** remotely deleted everything from my tv. He had no right to do that. I requested to cancel the roku account and his terminology was delete account..

    Business Response

    Date: 03/27/2025

    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:03/22/2025

    Type:Service or Repair 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.
    I purchased a Roku Ultra with Voice Remote Pro from ******* on January 30, 2025. The voice remote is defective and will not hold a charge.I tried online to obtain a warranty replacement on March 21, 2025 and was endlessly shuffled around support websites. I then tried online chat and Roku repeatedly responded with instructions on how to charge the remote and continuous shuffling through chats and eventually stopped responding.Roku advertises a 1 year warranty. I want Roku to replace this defective remote.

    Business Response

    Date: 03/24/2025

    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





    Customer Answer

    Date: 03/31/2025

     
    Complaint: 23101539

    I am rejecting this response because:

    Roku failed to contact me as promised in their 1st response to the BBB complaint .

    Roku has failed to honor the warranty and replace the defective remote. 

    Please send a warranty replacement remote to:

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

    Sincerely,

    ***** ****

    Business Response

    Date: 04/11/2025

    Hi *****,

    Thank you for your time and patience while we worked towards resolving this situation. 

    We wanted to touch base and let you know that the appropriate actions have been taken to comply with your requests. 

    If you have any other questions or concerns, please let us know. 


    Regards, 
    Roku Support 

    Customer Answer

    Date: 04/19/2025

     
    Better Business

    I have received a replacement remote from the business in reference to complaint ID ********, and find that this resolution is satisfactory to me providing the replacement does not fail. I have had 3 of 4 Roku remotes fail and probably won't purchase another Roku in the future.

    Sincerely,

    ***** ****

  • Initial Complaint

    Date:03/21/2025

    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.
    I rarely watch tv. Have the Roku Vhannel set up on my tv. For watching *** games in the fall via a streaming network that can be installed on their interface. Today I tried to install ***** to watch an **** tournament playoff game (mens college basketball). ****** **** is vs *******. I somehow ended up signing up for hallmark plus Chanel (30 day promo pricing of $3.99 plus local sales tax), was charged $4.23 total. I cannot fins anyway to cancel this, as again was in error. No idea how it happened. I disabled auto renew. Contacted hallmark plus. They informed me this subscription only is offered through Roku tv. Told me to look for the cancel option (gave me a step by step process to do so). Problem is only option is to set up auto renew. Which I do not sent to do. Roku site ******** says all sales are final. No cancellation. I never would watch hallmark channel. No reason to. I would like a refund, again I turned off auto renew for Hallmark + channel.

    Business Response

    Date: 03/24/2025

    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:03/19/2025

    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.
    Trying to watch programs on ROKU (specifically Castle) and the program is at normal volume. However, when they get to the commercials, they literally blare them! When we can we just mute them all so they arent helping the advertisers. I thought this was now against the law. Really would like to have them stop that on all their ROKU channels. Thanks for any help you can give.

    Business Response

    Date: 03/20/2025

    Hi Sue,

    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:03/18/2025

    Type:Customer Service 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 Smart Home app has been unable to connect to device for several weeks. (Since the last update). When myself and many others try and ask for help on the official roku help page, we are met with "roku moderators" who send the same generic response asking us for the make, model and serial numbers of our devices, phones , tablets , routers etc. They then tell us to just uninstall and reinstall the app and marking the posts as "solved". This happens despite many people commenting that uninstalling and reinstalling the app everytime we need to use it is unacceptable. There as been no level of concern for the actual problem, nor do they read the comments and understand that. Millions of people are paying for a subscription for a product that requires uninstalling and reinstalling an app every day for them to use it.An issue with an app update is understandable but it is the response from Roku that is concerning. They refuse to accept responsibility and continue to offer fixes that do not work. They also keep marking posts as "solved" when they are not solved at all.Visit the Roku help page and look up posts with the subject "failed to get data" and you will see numerous posts with this issue.

    Business Response

    Date: 03/19/2025

    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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