Purchased a Roku Streaming Stick Plus - US on May 14,2025 around 12:20PM. The very next day May 15,2025 my bank account shows a charged for $38.51, which is the same amount shown on the Roku website account info. The order number is *******236. Called today (05/19/25) at *******106 (that number is displayed under contact us > return/replace). As specified on the email from Roku the estimated deliver date was 05/19/25 and it was around 1:50PM when I made my first phone call. The first rep was no help at all, she could not find a tracking number and when I asked her specific questions, she would not say a word, like she put me on hold, she would come back and still didn't give me answer, she will talk about something NOT pertaining to the question I asked her. I told her, what are you doing when I ask you a question, she said she was chatting with support, and I told her and you don't tell me that you are going to do a research, you just either put me on HOLD or MUTE the line, because I do not hear you until you come back on the phone answering something that I did not ask you. Before I was transfer to Product Support, I asked her to create a label right there, because my bank account was charged so that is consider ROBBERY, Roku stealing from the customer by charging the card the VERY next day, but there was not even a Label Created, the lady could not provide me an answer and decided to transfer me. Product department was NO help at all either as the lady kept telling me that the label will be created in 24 to 48 hrs and I told her NO, I want you to create a label now because you already charged my bank account, again, she could not do that and after an intense argument the lady disconnected the call. Called back again the same number I stated before and before the lady even asked me for the info, I told her I was speaking to Product Support and I had already provided all the information Roku needed and no one was able to help me. I told her, I am going to ask you specific questions and do not go around the bush, provide me an answer of where the product is or create a label and we are OK. After I provided the email, zip code, amount charged to my card, my name and lastname and order number (*******236), the lady could not find the amount in their system, but I told her it is showing on my bank and I am looking at it right now. She kept apologizing and I told her, you know what? Let me see if Amazon has the Roku Streaming Stick 4K available and to my surprise they had it available and on special for $38.05 and Amazon was charging $2.99 to deliver (could not change the delivery option, but that was fine) and ended up paying $40.71. For almost $2 more I will receive the Roku Streaming Stick 4K between 5pm and 10pm (today 05/19/25), where Roku the company has NO INFORMATION on my order. I told the lady, I want to cancel, because I do not want to deal with Roku customer service or the company anymore. The service from Roku is so unprofessional, lack of knowledge, could not assist me, didn't have a label created, but Roku has charged my bank account already, you cannot find a transaction for $38.51, you cannot find my order number, what good is Roku customer service for? I asked her to cancel order *******236 and the lady said that they need to investigate and send me an email about what they found. I told her, I don't care what you do, I am calling my bank right now after your call and I'm opening a dispute, because Roku robbed me and you cannot find any information about the order I placed on 05/14/25. I DO NOT RECOMMEND BUYING FROM ROKU WEBSITE. SAVE yourself the headache, because those customer service reps do NOT know what they are doing nor know how to provide customer service.

1) I am a ROKU lover... I have 2 ROKU 4's, 1 ROKU 3 and 1 ROKU 2.
2) Never had any issue with them until the 2 ROKU 4 units seemed to have failed.
3) As a recap (as per the 3 request tickets #*******, ******* and *******), the issue started as follows:
A) ROKU 4 in living room was frozen on menu screen.
B) Tried to restart with screen... frozen.
C) Pulled out the "plug" from the ROKU 4 and it started up with the ROKU screen looping.
D) Tried to reset by holding the "button" at the bottom for 30 seconds or more... still looping.
E) Went to the bedroom where the other ROKU 4 is and verified that it is working OK.
F) Decided to SWAP the bedroom unit with the living room unit and the bedroom unit is now looping.
G) Swapped the bedroom unit and the living room unit back and the bedroom unit is now looping.
H) Called ROKU Customer Support and went through all the ROKU testing... same result.
I) ROKU customer support recommended buying a new power unit... I did... same result.
J) RoKU customer support concluded that both units are defected and the only solution is to buy 2 more units since my warranty is over.
4) Is there anything that the ROKU company can do for me ==> I asked ROKU customer support.

ROKU RESPONSE:
Hi Robert,

Your request #(*******) has been marked as resolved.
To add additional comments to this ticket, reply to this email.
Issue: Re: Stuck on Roku logo

Ash, Feb 21,14:53 PST:
Hi Robert,
Thank you for writing to us, while checking your account in the email address (*******@xxx.net), I see the both the Roku 4 devices are out of warranty. Unfortunately, we can't replace the device for you. I request you to select the link given below and select the products option in the top to check about the new Roku models available in market.
Link: https://www.roku.com

Take care and have a good day.
Regards,
Ash

This is my warning to all ROKU owners:

1) Despite the fact that I am a satisfied, happy ROKU owner and a ROKU lover with 4 ROKU devices, I would have thought that ROKU would have given me a discount on a purchase of a new ROKU unit... at least.
2) I would have thought ROKU would have wanted their original power unit back and the old ROKU's (ROKU 4's) back for analysis.
3) My assumptions are:
A) ROKU did some update that made the 2 ROK4's useless?
B) The power unit somehow "fried" the ROKU 4 and then when I swapped it out
For my other ROKU 4 that was working. It "fried" this too.

What can I say? I guess this is their business practice? SAD

I like Roku cause here I always can find smth to watch

100% love it. Especially for VUDU

Good choice of online activities

Love using this
Where I can alway find something to watch

Very easy to use and set up