Jennifer,
You really did all the right things to get this corrected, I agree that you donated all the time required to "earn" the Roku at this point.
I had a similar experience with a $450 laptop from Best Buy. I ordered the laptop online from BestBuy.com for DH for Christmas. Best Buy kept saying that the package was "on it's way", the online tracker never updated and the laptop didn't arrive.
I called and cancelled the online order and they credited me the $450. Because it was such a good price on a Windows machine DH & I drove 20 miles to the nearest Best Buy store and ended up purchasing the exact same machine in the store. The gal ringing it up told us "yes, we get a lot of complaints - it's because laptops *can't* be shipped because they contain big batteries that are considered hazardous materials".
Head home, set up the laptop, enjoy the holiday.
Then the second machine arrives. We were surprised. It was double-packed inside two cushioned boxes and had a FedEx label that said they had inspected the package and re-secured it because of the battery.
Hmmmm....
So I'm on the phone with Best Buy and chatting with them, trying to return the extra laptop. I'm having no success.
They keep saying they have no record of them ever shipping it, the order was cancelled and refunded.
I take the darn duplicate laptop down to the Best Buy store (20 miles away) and the customer service clerk tells me the same thing.
I'm trying to decide what to do and I watch them handle a return and they *throw* the computer equipment into a large receiving bin. I watch several staffers going through the bin and it seems to me... if I just *leave* this laptop here, someone is going to misappropriate this completely untraceable laptop to themselves or a family member for Christmas.
So I leave with said laptop. Donate it to my SIL who is dead broke and whose Windows 95 desktop just died. Done.
I feel like I really tried to do the right thing. I probably spent 15 hours of my time and two out-of-city drives (80 miles) to get the issue corrected. If Best Buy could have given me a receipt showing I was returning a mis-issued computer I would have left it with them.
I waited on eggshells for multiple credit card cycles. Credit received, only one laptop charge appears, no additional charges.
15 hours of my time is worth $450, I figure. Best Buy should be auditing how much inventory loss they are experiencing due to shipment issues and such.
End of rant.
So really a $25 Roku is small potatoes in my eyes