Coinstar Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: when I called coinstar about their machine taking my card they told me not to cancel that card and they would pay me what the machine said if I would have been advised to cancel card originally I could have done that and still had my gift card.Sincerely,[redacted]

Hi [redacted],We have reviewed your complaint regarding CoinstarExchange at this time.We are sorry for any difficulty experienced with ourmachine. You may be able to work with the retailer where you purchased thisgift card to explore a gift card replacement, as we are unable to approve arefund on your...

account. Please note that not all retailers have a gift cardreplacement policy, however we are unable to refund based on the information wehave for this transaction. Our records do not show that this [redacted] gift cardwas accepted by the kiosk or found by our field technician. We care for you andthe situation that you experienced, but are unable to reimburse you based onnot having evidence of this gift card after your transaction attempt. We apologize that this outcome wasnot what you expected and wish you the best of luck with the retailer.  Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase [redacted], Ticket: [redacted]

Complaint: [redacted]I am rejecting this response because: This is not the resolution requested. I specifically said I wanted the card returned. As there was a fail with your machine. I have only a need for the card now. I said that from day one. I especially don't want 19.80 almost 2 weeks after the fact. Especially in check form. This original transaction was supposed to be done in 1 day. You have crappy machines I get it. I did not need the money 3 days later. I needed the card 3 days later. Now you sent me a useless check. Sincerely,[redacted]

Complaint: [redacted]
Hello I just found your email in my spam I see the company responded I never got a movie to return that was why I complained and called them I want a full refund Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
I counted the funds myself and to be short changed is not right,. It is like you all are calling me a lie. I will wait for your audit but I need for you to see attachment showing what was in my bank and what I got from customer serviceSincerely,[redacted]

Hi [redacted], We have recently reviewed yourcomplaint regarding Coinstar Exchange. We are certainly sorry for the delay inproviding you a response to your concerns; however we were awaiting furtherinsight from our Loss Prevention team. Unfortunately, we do not have an update to provide at...

this time. Theonly information we have available is that your account with Coinstar Exchangewill no longer be able to transact with our machines, so we apologize forreiterating this information. For your protection and security, we do not havethe exact reasoning behind this decision. You are still welcome to use yourgift card with any of the respective retailers under the [redacted]brand.   If we have any further insightthat we are able to send, we will provide this to you via email; however we arecurrently not able to remove the system decline. We also assure you thatcustomer care does not have this ability either and our agents will not haveany further insight regarding your account.  As it stands, Coinstar Exchangeis unable to honor your requested resolution and considers this case to beresolved. Thank you for your time, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase: [redacted], Ticket: [redacted]

Dear [redacted],We have recently received your complaint regarding the wait on a resolution for your gift card transaction.  We sincerely apologize for the unsatisfactory experience you feel thatCoinstarExchange has given you. You stated in your claim that you requested a desiredresolution of...

cancelling the transaction and returning the card.Unfortunately the kiosks can malfunction from time to time.  Our field team works as hard as possible to resolve disputes in a timely manner.With your requested resolution of cancelling the transaction and getting the card back, it can take several days for the field team to visit the location, find the card, and verify that it's been recovered.Please note that with Coinstar Exchange, once you accept the offer, all sales are typically final.[redacted], as your concerns have beenaddressed, Coinstar Exchange considers this case closed. If you have any otherquestions or concerns, please contact us.Sincerely,Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase [redacted], Call ID [redacted]

Dear [redacted],
 
We have recently received your complaint regarding paying a fee after choosing the eGift Card option. We sincerely apologize for the unsatisfactory experience you feel that Coinstar has given you. You stated in your claim that you requested a desired resolution of a...

refund in the amount of $43.00
 
After locating your ticket with customer service we see that you were issued a refund for the kiosk error.
 
Erik, as your concerns have been addressed, Coinstar considers this case closed.
 
If you have any other questions or concerns, please contact us.
 
Sincerely,
 
Corporate Escalations:: Outerwall, Inc.
E: [redacted]
Case [redacted], Ticket ID [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is minimally satisfactory to me as long as the payment is made by the business as indicated.  I sincerely appreciate your help as I do not believe they would have offered resolution otherwise.  Sincerely, [redacted]

Dear [redacted],We have received your follow-up complaint regarding CoinstarExchange.  We see that our customerservice team approved a refund of $19.80 to you on 9/17/15. You can expect tosee that refund within 7-10 business days. If you have any further questions about address it’s beingsent to, check #, etc please call our customer service team at[redacted]As your concerns have been addressed, we consider this caseclosed. If you have any other questions or concerns, please contactus.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase [redacted], Call ID [redacted]

Dear Mr. [redacted]
Thank you for taking the time to provide a detailed reply to our initial response. We understand it is troublesome to experience an error during your transaction. Although, it is not their responsibility we do rely on a partnership with the stores to let us know when the machine malfunctions. This allows us to document any ongoing issues with the machine as well as ensure that we notify one of our field representatives in a timely manner to assist with the machine.
We appreciate the feedback you have to provide about how we can make our service better for you and future customers. We can assure that the suggestions are passed along to the appropriate parties. Coinstar takes full responsibility for the error during your transaction. As mentioned in our previous response we are more than happy to refund the processing fee when an error like this occurs. Regrettably, we were not aware of any issue with the machine or other transaction until we received your complaint.
We understand that the circumstance you experienced is not ideal. Unfortunately an unforeseen error did occur with the machines communication to the retailer to purchase the eGift card you chose. If we would have been notified of the fault after your transaction we would have gladly refunded you for the processing fee, or in this case would have gladly refunded the store.
Coinstar values your business and appreciates you taking the time out of your day to get back to us. If you have any other questions or concerns, please contact us.
Sincerely,
 Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted], Reference # [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
It arrived today!

Dear Ms. [redacted],
 
Thank you for taking the time to let us assist you with this. As Coinstar values you as a customer, per our conversation today we have issued you a refund in the amount of $35.88. You should receive the check within the next 7-10 business days. If there is anything else that...

we can do to assist you please let us know.
 
Sincerely,
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Cas[redacted]e , Reference # [redacted]

Hi [redacted],Your complaint regarding Coinstar Exchange has beenreviewed at this time.We apologize for the difficulty you had in selling yourgift card to our machine. As our technician was unable to locate the card andas the transaction was not successful at the point of you contacting us, weforwarded...

this inquiry over for further research. Upon further research, wewere unable to verify the card was inserted or kept by our machines, as also verifiedby our technician. Unfortunately, as the gift card was not found in oursystems, we are unable to refund you for your transaction. Given this result,we did refer you back to the retailer to see if they have any replacementoptions, as some retailers do have these options available. You can reach [redacted]Gift Card’s customer service at the following number: [redacted] Though we do apologize for the discrepancy you havewith our machines, this recommendation to speak with the retailer regarding theloss of your gift card would be our sole advice at this time, Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase [redacted], Call ID [redacted]

Dear Mr. [redacted]
We have recently received your complaint regarding being charged a fee when a eGift option was selected for your transaction. We sincerely apologize for the unsatisfactory experience you feel that Coinstar has given you.
As you stated it is a possibility that during your...

transaction the machine was unable to connect with the retailer to purchase your eGift card. When there is an error with the machine or connection is lost when trying to purchase the eGift card for security reasons the voucher reverts back to cash less the standard processing fee.
After reviewing the information for the store you provided it does not look like we have received any calls the eGift transactions were unavailable. When an error with a machine is brought to our attention, we do ensure that a local technician is notified immediately.
It is not Coinstar’s intention to falsely advertise our available products. We do strive to make sure every customer transaction is an excellent one, but occasionally, there are technical or procedure failures and unfortunately, this instance appears to be one of them.  In the future when an error like this arises we are more than happy to refund you the processing fee. Our customer service is available 365 days of the year from 5 AM- 9 PM PST. We also have an email channel available as well.
Mr. [redacted] as your concerns have been addressed, Coinstar considers this case closed.
If you have any other questions or concerns, please contact us.
Sincerely,
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted], Reference # [redacted]

Dear [redacted],
We have recently received your complaint regarding exchanging your coins at Coinstar.  We sincerely apologize for the unsatisfactory experience you feel that Coinstar has given you. You stated in your claim that you requested a desired resolution of a refund of...

$54.52.
Our records indicate that you were able to speak with our customer service team, who approved a refund of $54.52
[redacted], as your concerns have been addressed, Coinstar considers this case closed.
If you have any other questions or concerns, please contact us.
Sincerely,
Corporate Escalations:: Outerwall, Inc.
E: [redacted]
Case [redacted], Call ID [redacted]

Hi [redacted],We have reviewed your complaint regarding CoinstarExchange at this time. We are certainly sorry to hear your gift card was lostafter being incorrectly inserted into the Coinstar Exchange machine. Despiteour best efforts, we were unable to locate the card which is why we are unableto extend a...

refund at this time. Unfortunately, due to the place where the gift card wasinserted, we have no records of your gift card information, and when thetechnician reached the machine no voucher or gift card was found in themachine.We apologize for this outcome; however our bestrecommendation would be to work with [redacted] or the retailer where youreceived this [redacted] gift card to see what replacement options they have, ifany, as we are unable to refund for an item we do not have in our machines.We hope this is understandable and apologize again forthe disappointing circumstances. Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase:[redacted].