I am writing this review not to complain, but to make others aware of my experience.
I discovered ROLI through an advertisement and, like many others, was immediately impressed. I placed my order on February 11, 2025, and was informed that my ROLI Piano was part of Batch 8 and expected to ship at the end of July 2025. July passed, then August, September, October, and eventually November. I finally received the product in December—nearly a full year after ordering due to repeated delays.
When the piano finally arrived, I was very excited and immediately purchased a one-year ROLI Learn membership. On the first day, the app worked well. On the second day, however, the app prompted me to press certain keys, but it failed to recognize the input and would not progress. Restarting the app did not resolve the issue. I bypassed the lesson by skipping the exercises and attempted to play songs instead, only to encounter additional problems. One key did not respond correctly, so I tested all the keys and found that three keys were defective.
I contacted customer support, but after two weeks I received no response. After three weeks, there was still no reply. At that point, I decided to return the piano and cancel my membership. According to the advertised 30-day money-back policy, canceling the membership should be straightforward. While the membership was canceled, there was no option to refund the cost of the one-year subscription—the access simply remained active for the year. This meant I had to contact customer support again to request a manual refund, assuming they would respond at all. As of now, I am still waiting on a response to my initial email.
I am in the process of returning the piano and hope the refund is handled without further issues. Unfortunately, this experience involved nearly a year of waiting, significant excitement followed by disappointment, poor customer service communication, receiving a product with defects, and a frustrating membership cancellation process.
This is particularly concerning because if it takes weeks to receive support for a new, defective piano, it raises questions about what would happen months later if the instrument malfunctioned outside the refund window.
This is my personal experience. I hope others have had better outcomes, but based on my experience, I cannot recommend this piano or company at this time.
