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Roku, Inc. complaints

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1155 Coleman Avenue
San Jose, CA 95110 | Get Directions

(408) 556-9391

http://www.roku.com

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Total Amount in Dispute:
$1,317.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

24 complaints against Roku, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
1	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
23	Unanswered

24 complaints against Roku, Inc.

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6/12/2025

RESPONSE: Making a partial refund Amount in Dispute: $100.00 Amount Settled: $0.00

Customer Complaint

5/16/2025

I have been calling and send emails to Roku TV channel to cancel all subscription. Despite my numerous efforts, Roku TV continued unauthorized charges to my account. It seems that they are doing fradulant activities. They might be also trying to deceive or mislead customers as they constantly play with words. Also, they have a very confusing methods of cancelling subscription, which make it impossible to cancel subscription. Resolution Sought Refund all my money and compensate me for wasting my time and energy during the past three months.

Company Response

6/12/2025

Per vonsumer: Roku has paid me back some of the unathorized charges.

4/28/2025

RESPONSE: Complaint was not answered Amount in Dispute: $51.57 Amount Settled: $0.00

Customer Complaint

4/2/2025

To whom it may concern, I have had $51.57 taken out of my banking from Roku and I never signed up for a subscription or purchased anything from them. I called the 833-319-7962 number from their website to discuss any future action/refund. With no automated messaging or choices to choose, not even a privacy or recording policy it went directly to a man with a very thick accent named "David." The first call lasted 2 minutes where he told me he would refund but told me without a computer he couldn't help me. When I was asking him why whatever he needed I couldn't do on my phone he hung up. I called again. Same number, straight to the same person. He told me he was a supervisor and started yelling at me so I disconnected the call and called my bank. Is this a real customer service agent? Seemed like a scam just like the monthly charges on my account. Very odd and when I have researched online it seems it's not only me that has had this problem. Resolution Sought I would like them to set up a better system for customers and train their staff accordingly. I would also like a refund for the fraudulent charges. It was such a concerning interaction that I replaced my card and called my bank.

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