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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:
$1,116.00

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

22 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
21	Unanswered

22 complaints against Roku, Inc.

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6/24/2026

RESPONSE: Complaint was not answered Amount in Dispute: $14.97 Amount Settled: $0.00

Customer Complaint

5/29/2026

ROKU manages subscriptions for channels. One such channel I subscribe too said they severed my subscription after authorized payment was not received. ROKU sent no communication concerning that disruption but continued to charge my Visa. They do not have a number that answers phone calls - same one given me by my Visa Company - and their email for contacting them came back with a bounce back not to use and was re-directed. That one was not responded to either nor was the one I submitted through their "contact" section on their website. Resolution Sought Refund me and provide explanation for how this happened.

1/22/2026

RESPONSE: Complaint was not answered Amount in Dispute: $120.00 Amount Settled: $0.00

Customer Complaint

12/29/2025

I am filing a consumer complaint against Roku, Inc. and its billing partner discovery+ for unauthorized charges and failure to honor cancellation requests. I first requested cancellation in July 2024. In December 2024, after continued billing, I contacted Roku/discovery+ multiple times and explicitly revoked authorization for any further charges to any of my payment methods. On December 24, 2024, Roku/discovery+ confirmed in writing that the active subscription had been located and canceled. Despite this confirmation, I was charged again on December 28, 2024, and continued to be charged monthly ($9.99) throughout 2025. These charges occurred after I clearly withdrew consent and therefore were unauthorized. I made extensive efforts to resolve this directly with Roku, providing email addresses, payment details, transaction IDs, screenshots, and copies of cancellation emails. Roku delayed responses, repeatedly requested the same information, closed tickets without resolution, and refunded only two months, despite nearly a year of unauthorized charges. Once authorization was withdrawn and cancellation confirmed, continued billing constitutes unfair and deceptive practices under Oregon's Unlawful Trade Practices Act (ORS 646.608). If you email me I can provide you all of our email's back and forth, I already have them put all in a PDF documents. There just wasn't enough room on this form, Resolution Sought I am requesting assistance in obtaining a full refund of all charges incurred after December 24, 2024, written confirmation that all subscriptions are permanently canceled, and assurance that no further charges will occur. They already submitted 2 months of fee's in one refund. And I've tried to contact them further, but every time I chat with someone they just disappear. Call just disconnect.

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