Order not completed, given error message, no confirmation email for an order having been completed, charged anyways and have not been refunded On November 24, 2019, I attempted twice to purchase a device from the Roku website. Each time, before the order was completed, the Roku page gave an error message saying the order could not be completed. Due to the error message both times, and having received no confirmation email that the orders were in fact placed, I was under every impression that there was no order completed. However, both of the orders apparently processed and my accounts were charged. I was on the phone with the Roku customer support explaining the issue and the charge on my account, and they gave me instructions to send it back directly with the USPS. I questioned this process but was assured it was the right step to take towards getting my refund. The device was sent back per instructions on December 3, 2019. I have not yet received my refunds for the problem caused by Roku’s own faulty website. I again called Roku’s customer support on December 10, and I was not given any answers aside from they needed to confirm they received the package and that they’d call me back. Having not heard from them yet, I called again on December 13, 2019. This time I spoke with a floor manager at the customer support center, and he said they had no way to verify that the product had been received by their warehouse. This is infuriating, especially because the entire thing is due to an error with their website. I have followed directions and directed the packaged back through USPS. Two weeks later I’m being told they have no way to issue my $60+ refund. I would like Roku to take responsibility for the error in their website’s workings and issue the refund for items that I did not order – these orders were said to have not been completed.
Where Bad Business is Exposed!
