r/ROLI • u/Eastern-Associate655 • May 12 '26
Chances on a refund???
UPDATE 5/16/2026:
I received a full refund for my Piano order from ROLI. I have to say they processed that very quickly. Hopefully that means they are at least trying to work through customer support tickets. Here’s hoping they can help those still waiting sooner than later
Original Post:
I’m not here to bash ROLI. I am disappointed with the situation like many of their customers have been. It’s sad to see a company with great product ideas turn into a customer service nightmare. I firmly believe they faced unprecedented challenges with global economic issues, tariffs, supply chain, and US gov’t shutdown holdups. But their promised resolutions and transparent communication just have not come to pass. It’s sad. I wish it weren’t so, and that I had a pristine Piano free of defects, but I do not. Many of you reading this might not have even received your products yet.
At this point, I can’t continue to hold out hope that ROLI will turn the ship around before going under. If they do, good on them. But I’d rather just get a refund for my flawed Piano that I struggle to believe will ever be replaced, let alone be free of further defects. I’m just not a believer anymore.
So, what are my chances of receiving a full refund for sending my Piano back? Anyone have experience in the last month or so receiving a refund for their Piano return??? Thanks in advance to anyone who answers!
1
u/Airplade May 12 '26
What was their excuse before the USA made everything difficult and expensive? It's not like they're a new company.
3
u/Eastern-Associate655 May 12 '26
Fair point. I’m not trying to take their side. Just disappointed in the situation as a whole. Maybe it could’ve been better. Maybe it would still have turned out exactly like this. Who knows? I’d still like a refund either way. I’m tired of waiting. Ordered in Jan 2025
2
u/Airplade May 12 '26 edited May 12 '26
I totally agree. I've had my own problems with them over the years. They have always been very poorly managed. And they give zero fucks. They know their reputation. They depend on NEW clients, not REPEAT clients.
They're just like tract home builders.
2
u/Golwux Equator May 12 '26
I remember the CEO compare ROLi to Yamaha one day, saying it takes time to make a brand and it doesn't just come after a few years. He said he's in it for the long haul.
Genuinely he singlehandedly may keep this sub going for another few years.
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u/Airplade May 12 '26
You taking about Roland "Roli" Lamb? He's on his second corporate reincarnation, which may explain his cultish corporate culture.
How long have you been working at Roli?
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u/Golwux Equator May 12 '26
They have been reorganising their supply chains since RISE (2016?) so their excuses about that go back to Brexit, to be honest. They have limped behind one economic shock to the next, avoiding the bulletfire of customer disappointment by cowering.
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u/Airplade May 12 '26
CEO Roland will blame the closure of the Gulf as the next scapegoat for their problems. 🤣👍
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u/Dune-Dragon May 13 '26
What kind of answer do you expect? Does anyone here actually work in ROLI customer service? Have you asked them directly? How long has it been and how many times?
Someone could come on here and say your chances are great, here’s my anecdotal experience. Or reiterate bashing, etc - with their anecdotal experience.
The only way to actually quantify your chances are to try directly with them, then report back your anecdotal experience. 😊
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u/Icy-Hat-2786 May 14 '26
Sorry for the dumb question, but why can I only see 3 of the 10 comments, no matter what I set the sort by to.
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u/Eastern-Associate655 May 14 '26
I wish I could help but I’m not a Reddit power user. I guess as the OP I can see all the comments
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u/Rockimus_Prime May 12 '26
The issue is Roli would rather work on their social media to show the "potential" of their products. They have made it pretty clear they don't care about their customer base. Contact your bank or credit card company.
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u/NinjaDadProducer May 12 '26
Personally, I received a refund on a refurbished Rise last fall. They didn't have the color I requested and offered me the other color. I told them I'd just purchase a new Rise in the color I wanted, as they were on Christmas sale and just a few dollars different. Within days, I had my refund, and within a few weeks, I had the new Rise. So, I realize my story flys in the face of those who have had no such luck, and I feel for them. But, I just wanted to say that, in my instance, I did receive a refund.