Complain About Roku - learn how to file a complaint

Getting in touch with a real person at Roku can feel like an impossible task. They prefer you use their automated systems, but here are the most direct routes available.

Honestly, expect to wait. Getting a quick, helpful response is not what they're known for.

• Have your Roku account email and device serial number ready before you start.
• Use their Live Chat during off-peak hours, like mid-morning on a weekday, to avoid long queues.
• Take screenshots of any error messages or billing discrepancies. You'll likely need them as proof.
• Be direct and clear in your first message. State the problem and what you want (e.g., a refund, a fix).

If Roku support is giving you the runaround or just not responding, it's time to escalate. Don't just give up. Your first step should be to file a formal complaint with an external body. For a US company like Roku, the Better Business Bureau (BBB) is your best bet. You can file a complaint on the BBB website, and they will forward it to a corporate contact at Roku. The BBB process isn't fast, but Roku does seem to respond to complaints filed there, eventually. Regulators like the BBB typically require that you've already made a good faith effort to resolve the issue with the company directly, so make sure you've already tried their chat or email support first.

Subject: Formal Complaint: Unresolved Issue with Account [[Your Roku Account Email]]

To Whom It May Concern,

I am writing again to resolve an issue with my Roku account. This is my second attempt to get help after my initial contact with your support chat on [[Date]] (Reference #, if you have one) went unresolved.

On [[Date of incident]], my device stopped working correctly after a forced software update, and I am now unable to [[describe the specific problem, e.g., access my paid channels, use the device at all]]. Frankly, having my device rendered useless by an update I didn't ask for, and then spending my own time trying to fix it, has been incredibly frustrating.

To resolve this, I need you to provide a clear solution to restore my device's functionality or provide a replacement. I require a written confirmation via this email address that the issue has been logged and is being actively addressed.

Please be aware that if I do not receive a satisfactory response within 3 business days, my next step will be to file a formal complaint with the Better Business Bureau.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Ask for a supervisor immediately. If the first-level chat agent is unhelpful, don't waste time. Immediately type "I need to speak with a supervisor or manager." Be persistent.
• Request a reference number. At the start of any chat or call, ask for a ticket or reference number. This makes it easier to follow up and proves you contacted them.
• Go public. If you're being ignored, post your issue on X/Twitter and tag @Roku and @RokuSupport. One user on Reddit mentioned they only got a response after publicly posting their ticket number and a screenshot of their dead-end chat conversation.

Tired of navigating Roku's endless support maze just to get a simple answer? Sound familiar? It's exhausting trying to explain your issue to a chatbot that keeps suggesting you restart your device. No joke. Let Pine AI handle the frustrating back and forth for you. We'll take your complaint, manage the communication, and push for a resolution so you don't have to waste another minute waiting in a support queue or checking your email for a reply that never comes. We skip the hold music and the canned responses to get your issue in front of a real person.