SmallBizGenius Analysis
Roku receives overwhelmingly negative reviews on Trustpilot, with customers frequently citing issues with customer service, product functionality, and unexpected charges. While some users find the devices easy to set up and use, the prevalence of complaints raises concerns about reliability and support.
Category Breakdown
Scores based on analysis of 304 recent reviews
Customer Service
2.0/10Numerous reviewers express dissatisfaction with Roku's customer service, citing long wait times, unhelpful support agents, and difficulty resolving issues. Many claim that Roku's support is limited or non-existent, leaving them frustrated and unable to get assistance with technical problems or billing inquiries.
42 reviews mention thisProduct Functionality
3.0/10Many users report technical issues with Roku devices, including freezing, slow loading times, remote control malfunctions, and app compatibility problems. Some reviewers claim their devices stopped working entirely after a short period, while others describe ongoing glitches and errors that disrupt their viewing experience.
38 reviews mention thisUnexpected Charges & Subscriptions
2.5/10Several reviewers complain about unexpected charges and difficulties canceling subscriptions through Roku. Some claim they were charged for subscriptions they didn't authorize or were unable to cancel auto-renewal despite attempting to do so. Others report being charged even after removing their payment information from their Roku account.
15 reviews mention thisAdvertisements
3.5/10Several users express frustration with the frequency and intrusiveness of advertisements on the Roku platform. Some complain that commercials are excessively loud or interrupt programming at inconvenient times. Others dislike the personalized ads and accuse Roku of tracking their data without consent.
10 reviews mention thisEase of Use
8.0/10A small number of reviewers praise Roku for its ease of setup and user-friendly interface. They appreciate the simple navigation and wide selection of apps, making it easy to access their favorite streaming content. However, this positive feedback is overshadowed by the more prevalent negative experiences.
8 reviews mention thisRemote Issues
2.0/10Several reviewers report issues with Roku remotes, including remotes that stop working, eat through batteries quickly, or are difficult to pair with the device. Some users claim that replacement remotes they ordered did not work with their Roku devices.
7 reviews mention thisPros & Cons
What Customers Love
"Very easy to set up. So far so good is my experience."
"Roku works perfectly fine with lots of free apps and movies"
"I bought 2 Roku Ultra devices and placed them on the 2 TVs in my home."
Common Complaints
"No customer service available."
"Slow to load. Shows apps that when installed freeze TV and Roku"
"Buyer beware, even after you cancel your method of payment saved in your account Roku will charge your account"
"Making your commercials twice as loud as the program has taken your star review from a 4 out of 5 to a 2 out of 5."
"Just all around there remotes suck they eat batterys and they constantly mess up."
Common Questions About Roku
Answers derived from customer review patterns
Is Roku legit and trustworthy?
Based on 100 reviews, Roku's legitimacy is questionable due to widespread complaints about customer service, unexpected charges, and product malfunctions. Many users report difficulty resolving issues with Roku's support team and express frustration with the company's billing practices. While some users have positive experiences, the overwhelming negative sentiment suggests that Roku may not be a reliable or trustworthy option for all consumers. Small businesses should proceed with caution and carefully consider the potential risks before investing in Roku products or services.
Based on 60 reviewsDoes Roku have good customer service?
The vast majority of reviews indicate that Roku's customer service is poor. Users frequently complain about long wait times, unhelpful support agents, and difficulty resolving technical issues or billing inquiries. Many reviewers claim that Roku's support is limited or non-existent, leaving them frustrated and unable to get assistance when they need it. This is a major point of concern for potential customers.
Based on 42 reviewsIs Roku worth it for small business?
Given the numerous complaints about product reliability, customer service, and unexpected charges, Roku may not be a worthwhile investment for small businesses. The potential for technical issues and the difficulty in obtaining support could disrupt business operations and lead to frustration. Small businesses may want to consider alternative streaming solutions with more reliable performance and better customer support.
Based on 30 reviewsWhat is Roku's return policy like?
The reviews do not provide sufficient information to accurately assess Roku's return policy. Some users mention issues with order cancellations and refunds, but the specific details of the return policy are not consistently discussed. Potential customers should consult Roku's official website or contact customer support directly for information on their return policy.
Based on 0 reviewsWhy are customers complaining about unexpected charges from Roku?
Several customers report unexpected charges from Roku, often related to subscriptions they didn't authorize or were unable to cancel. Some users claim they were charged for subscriptions even after removing their payment information from their Roku account. This suggests potential issues with Roku's billing practices and subscription management system, leading to frustration and distrust among customers.
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