ROLI Anmeldelser 1 375

Be aware!!!
Order SE-40501 [#238016]
i have been waiting for my Airwave since 26.01.2025 and still haven't received it. I had to pay double customers fee for my piano. You promised to fix all this asap 20.01.2026 but I'm still waiting!!

*UPDATE Mar 30*: no changes in my order. I feel that here, on TrustPilot, the team replied to show a prompt reaction to public review. But in fact it changed nothing in my issue and the support thread manager #238242 is ignoring me. Soon it's 5 months since I made an order.

*End of Update*

Where to start... I am still waiting for an order made in November with a mark on order page saying "delivered by Christmas". Support tickets are not getting a reply for weeks and once replied, no specific commitments/dates are offered. The social media people are more responsive, but they also do not offer any solutions/concrete days.

I am very careful with 1-star reviews, but from support forum, it seems hundreds of other people are getting treated this way. Too sad when you pay €700 and get treated like you've ordered a €0.07 rubber band from Aliexpress. And unfair for the product itself, the anticipation for creativity is getting buried by the company's operations.

Apologies, even I feel bad leaving such low review — happy to update it later.

I've ordered an Airwave and 2 Seaboard M by mid December as the website promoted: "shipping on time for Christmas".
The Seaboards arrived (Marvelous product and packaging, smaller than it seems, so returned almost right away and satisfied with the reimbursement).
The Airwave never arrived, but I did receive by December 18th a nice email saying that "Has been shipped" (which was not true as demonstrated by the tracking order system in their website).

On December 26th I bought a Roli Piano Create (as a replacement) and a ROLI Piano Soft Case, ONLY THE SOFT CASE ARRIVED (in January). They say later via email that the Piano would arrive late January, but now is arriving in April. At least. they had the good sense of sending an email with the update this time and a bonus to buy digital products for an amount of 100 Euros (with no indications on how to use it).

Sincerely, the Shipping/Tracking order/Communication/Reward systems are not working.
Customer Support reply to emails with long delay (if they reply at all), the tracking system says different things than the customer support emails. "Perplexity" doesn't describe what I feel.

As a customer I feel totally "used" as the money has been taken under false promises.
Now, after what happened, there is no more trust and there are no guarantees on when the products will arrive.
Honestly, 100 € on digital (mysterious) products bonus is not a real way of regaining the trust of a customer. I would expect at least a partial refund or a bonus to buy solid products (that hopefully ship).

There is non sense to make great products and treat customers like sh*t. So disappointing.

Here are my order numbers: SE-50006 and SE-46380 as requested by Customer Support in their (public) reply.

Excellent service

I Ordered a Piano M in December for Christmas for my kid, still don’t get it and it’s February 28th.
Been told I’ll get it mid-march.
Support sent updates but doesn’t actually answers.
If you are thinking on buying this one as a gift. Skip. The product us hopefully good but the service is crazy bad and unreliable with dates.
(Situation currently in progress)

Love roli. Great support via discord and with the community as well. Been using airwave with roli piano and seaboard for the last month, so enjoyable.

I am sharing my experience here because this appears to be the only place where Roli responds publicly. Unfortunately, despite more than five attempts to contact customer support directly, I have never received a single reply.

I placed my order more than a year ago. To this day, I have not received the piano keyboard itself. The only items delivered were spare parts (cables and accessories), which are useless without the actual instrument.

I have followed up multiple times by email and received no response. Recently, I even sent a formal legal notice requesting a reply within seven days. I am still waiting for any real communication.

At this point, I cannot comment on the product quality because I have never received it. What I can comment on is the customer service — which is, without question, the worst I have ever experienced. No updates, no explanations, no transparency.

I am not asking for miracles. If there is a production delay, that is understandable. But completely ignoring a customer for nearly a year after payment is unacceptable.

I hope this review finally leads to a proper response.

Express customer support. Great products.

COMPLETE LACK OF TECH SPECIFICATIONS, AND PREREQUISITES , even with an intel i7 with 16 Gb the CPU is competely busy at 99,9% making the product unusable at all, so even after a 6 month of delay in the delivery, and two months of unreplied request , I had to change my computer but even with a gaming level 4.3 Ghz cpu with 8 threads, the things are going better but still with noises and pops, the support has never replied other than an automatic replies to be patient in two (2!!) months.
I'm an IT tech, and I whould appreciate, instead of lack of infos either on the KB than within the product pages, having empty screeens just for fashion and marketing, the right level of information detail in terms of parameters and requisites. They spent a lot of attention to the shape, but with a total absence of intervention points in order to make the product usable.
Furthermore, it doesn't work unless you install third-party software, so the product isn't complete. True, there's freeware, but what guarantees are there that it's always available? in short, engineering is anything but optimized, you find yourself without support guidance, without documentation, doing research

I am deeply unsatisfied with the prolonged duration it takes to receive my order, almost an entire year. My order includes the Rolli keyboard, alongside the Rolli Airwave package. The provided manuals for setup are inadequately written, missing detailed and sequential instructions for the configuration of both my keyboard and the earwave devices. I have also placed an order for the Rolli piano +, and the Roli Piano cover, and I'm still awaiting the arrival of my product. I'm left to ponder whether it will indeed take a whole year for my order to be delivered. Given the similar negative feedback from other customers found online, I would fervently recommend that the company consider all the aforementioned grievances and lead an initiative towards addressing the concerns of their customers, while still maintaining its original framework, format, and content. I am completly disappointed and strongly contemplating a return the entire order and requesting my full refund.

Outstanding customer support and products. I purchased a used Roli Seaboard Rise 25 from eBay, and Roli support helped with transferring registration and answered all my questions very quickly. Seaboard, Equator 2, Roli Studio, and all their sound packs are all excellent. Highest recommendation

Top. Consegne lunghe. A me vale la pena.

We ordered a piano create and airwaves bundle with pedal in November 18th 2025. (4 months from the date of order)
Price was £661 the invoice stated that includes the piano, airwave, pedal and studio.

Back in December, we received the piano and airwave. However, the pedal is still missing.

Emailed to chase up the order to their official email. There was no reply.

The only way to get them is to leave a comment in their Instagram ads.

Good product, terrible logistics with delivery.

I am 1st time ROLI customer. I ordered Piano + airwave long ago and yes the order was long time coming, but I am happy with the products. I have had one problem with the Piano keyboard, but it is being taken care of promptly.

First class customer service experience from ROLI.
I emailed ROLI to get some software license transfers arranged thinking it may take some time and a bit more toing and froing. They emailed me back the same day with all the transfers taken care of and the software added to my ROLI Connect Account. I wish all my customer service experiences went as smoothly as that.
That's the mark of a company that cares.

Great customer service requested to retun Airwave and Airwave case this morning and got the reply withing a few hours was accepted sent me return label to print and send back.
Thank you Lauren for your help

Sono mesi che chiedo supporto e assistenza per la Airware Roli ma nulla inesistenti. Non rispondono a email non rispondono a Ticket.

Been nearly 5 months waiting for my keyboard I paid for, submitted multiple support tickets and not a single one answered, beginning to realise the company might be a clever scam operation, operating under the guise of a real company with clever marketing but no way to deliver what they are still promising.

Unbelievable so many people have seemingly been scammed by them and yet they are still advertising the same products. BEWARE before buying. Real products but somewhere in the company something is going terribly wrong.

They reply to Trust Pilot's messages with this : "If you’d like to discuss your experience further or need any additional help with your product, please don’t hesitate to get in touch with us at roli/support."

THEY DON'T REPLY TO YOU GETTING IN TOUCH VIA roli/support, so they are basically lying to cover their asses. I have tried now 4 times over months and not a SINGLE REPLY

I purchased in April 2025. Finally received it December 2025.
Tried to charge the piano. Did not charge. Ran with my DAW could not get a sound out of it.
Experience sucked. I returned it for a refund