Coinstar

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]

Hello ***Thank you for contacting CoinstarIt's unfortunate your experience at your kiosk was not as intendedIn regards to our fee, yes, one is charged to process the coinsAs you mentioned we do have a no fee option which can be chosen at the beginning of the transactionThe no fee option is in the form of receiving an e-certificate versus a cash voucher Though the kiosk functioned correctly, we'd be happy to provide you a refund of $Once the request is processed, your check should arrive in 7-business daysWe hope that you continue your business with CoinstarIn the future, we'd be happy to answer any of your questionsYou may contact Customer Service at (800) -during the hours of 8:AM to 12:AM Eastern Standard Time, days a week RitaCoinstar Customer RelationsP: (425) - 8043Reference Number: [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 meSincerely, [redacted]

Hello Mr [redacted] , Thank you for contacting Coinstar and we are sorry to hear you were not able to cash out your voucherWe try to make it clear on the voucher to redeem in hopes to avoid any issues that may arise when redeeming the cash value and know that many items can influence if a voucher is redeemed the same dayThe good news is this is at the stores discretions and if Coinstar is called we would encourage the store to pay this out for you regardless of dateWe want you to be able to get the funds and value you as a customer Should you have any issue on future transactions or any questions regarding the services we provide, please do not hesitate to contact our customer service department 1-800-928- I have requested you a refund of $19.61, and that should arrive in 7-business days at the address below Ticket number: [redacted] Refund sent to: [redacted] [redacted] *** Best regards, Melissa Corporate Customer Relations

Complaint: [redacted] I am rejecting this response because:First off, the manager confirmed the machine malfunctioned so regardless if you were notified or not is irrelevantSecondly, you just admitted when the machine malfunctions and it requires to give you the cash, you are charged the feeWhy charge someone a fee when the fault was not on the users end? Legally if you are going to do this, you should have a coin return that you can hit no I do not accept that and have the option of getting your funds backI went with the intention of getting an amazon gift card not just dumping my coins for cashI have never ever since coinstars were invented gotten cash but always either gotten an amazon or starbucks gift codeI selected the gift code in good faithMachine malfunctioned which thank God I got something out of it since in the past that happened and I got nothing ( at this same location ) I chose the gift card, it let me select Amazon gift card, it started counting my coins, everything worked fine, then at the end it made the notice that my request could not be completed and that I was being given the cash voucher and a fee would be chargedAlthough the machine says at the start if you choose cash, you will be charged a fee, I did not choose cash and there was no disclaimer stating if the machine malfunctions I would be charged a processing feeI realize that coinstar has to make money and have no problem with the fee for taking cash, all machines do that, but the gift card option is the ONLY reason I use the machine, My bank takes my coins for free so have no incentive to use your machines other than the gift card optionFrom now on when I go I will be filming the entire transaction on my video recorder and the next time this happens, I will be contacting my local news to do a story on this matter since you think this is fair and legal to take advantage of peopleI am contacting you because I enjoy using the machines for gift cardsI was not asking you to give me back the fee ( The manager did that since that was the right thing to do but you do not think so , she even said they have had numerous complaints about the machine and wish they would take it out )I was asking to fix the programing to correct an error where you are charged a fee when that was not the agreement at the start of the transactionIf you go to my eatery and order a hamburger and I accidentally bring you out a juicy steak, I do not charge you for the steak I charge you for the hamburger otherwise it looks like I purposely did that to make you spend more moneyStop being blind to what I am saying an admit that either intentionally or unintentionally there is a flaw in the programingNASA can send a rover to Mars so I think you can program the machine to do the right thingIn case you are wondering, this did happen AFTER all the coins were dumpedI did not walk up and read that gift card option was not available, rather it decided that after all coins were counted and it had let me choose an Amazon gift card[redacted] ***

Dear Mr [redacted] ,We have recently received your complaint regarding Coinstar Exchange We sincerely apologize for the unsatisfactory experience you feel that Coinstar Exchange has given youYou stated in your claim that you requested a desired resolution of having the gift card sent back to you.Unfortunately, the kiosk can malfunction from time to time, which can cause a card to get stuck, or a voucher not to print out Because you agreed to accept the amount offered for the gift card, we can only honor the amount that was offered If you've yet to get the check for the agreed upon amount at the kiosk, it will be cut and in the mail by tomorrow (11/19) at the absolute latest.Mr [redacted] , as your concerns have been addressed, Coinstar Exchange considers this case closedIf you have any other questions or concerns, please contact us.Sincerely, Corporate Escalations:: Outerwall, Inc.E: [email protected] [redacted] Call ID: [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 machineAs 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 researchUpon further research, wewere unable to verify the card was inserted or kept by our machines, as also verifiedby our technicianUnfortunately, as the gift card was not found in oursystems, we are unable to refund you for your transactionGiven this result,we did refer you back to the retailer to see if they have any replacementoptions, as some retailers do have these options availableYou 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]

Hi ***,We have reviewed your complaint regarding CoinstarExchange at this time.We are sorry for any difficulty experienced with ourmachineYou 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 accountPlease note that not all retailers have a gift cardreplacement policy, however we are unable to refund based on the information wehave for this transactionOur records do not show that this [redacted] gift cardwas accepted by the kiosk or found by our field technicianWe 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 attemptWe 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]

Dear [redacted] We have recently received your complaint regarding yourstuck card We sincerely apologize forthe unsatisfactory experience you feel that Coinstar Exchange has given you.You stated in your claim that you requested a desired resolution of a refundfor the face value of the card ($50.) Unfortunately, cards may occasionally get stuck in ourkiosks during transactionsIn this case, we send a field technician out tocheck on the box and locate any missing cards As you have previously discussed with our agent over thephone, we have issued you a refund for the accepted amount of $As youstated previously, you had already accepted the trade in value of $beforethe kiosk error occurredUpon further inspection by our field technician, nocard was found in the machineWe have agreed to issue a refund check in the amountof $as you were made aware of on 8/29/ In the future, we advise you to write down your gift cardnumbers for safe keepingThis allows you to contact the store and for them tofurther help you retrieve your credit [redacted] , as your concerns have been addressed, LOB considersthis case closed If you have any other questions or concerns, please contactusSincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.comCase [redacted] , Call ID [redacted]

Dear [redacted] - [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 youYou stated in your claim that you requested a desired resolution of a refund of $ Our records indicate that you were able to speak with our customer service team, who approved a refund of $ [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]

Hello, We are sorry to hear about the trouble you have had with using the Coinstar KioskWe can ensure you receive the funds back but need a bit more information-When you contacted customer service, did you receive a reference number? If so, what was it?-What store did you use? Once we receive the information, we can move to the next stepThank you,Coinstar

Dear [redacted] , We have recently received your complaint regarding a problem with the Coinstar Exchange kiosk We sincerely apologize for the unsatisfactory experience you feel that we have given youYou stated in your claim that you requested a desired resolution of a refund of the $ fee We read the notes on the account and we do see that a check of $was promised and don’t see any notes promising a full refund However, for the trouble with the transaction, a check of $has been issued Amanda, as your concerns have been addressed, we consider this case closed If you have any other questions or concerns, please contact us Sincerely, Courtney Corporate Escalations:: Outerwall, Inc E: [redacted] Case [redacted] , Ticket ID [redacted]

Complaint: [redacted] I am rejecting this response because:The response from Coinstar does not solve the problem, nor address any path to a successfulsolution I continue to challenge my ban from use of the Coinstar brand.Sincerely, [redacted]

Dear Mr [redacted] Thank you for taking the time to provide a detailed reply to our initial responseWe understand it is troublesome to experience an error during your transactionAlthough, it is not their responsibility we do rely on a partnership with the stores to let us know when the machine malfunctionsThis 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 customersWe can assure that the suggestions are passed along to the appropriate partiesCoinstar takes full responsibility for the error during your transactionAs mentioned in our previous response we are more than happy to refund the processing fee when an error like this occursRegrettably, 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 idealUnfortunately an unforeseen error did occur with the machines communication to the retailer to purchase the eGift card you choseIf 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 usIf 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 It arrived today!

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]

Thank you for informing us and we are sorry to hear that check has not arrivedWe have expedited a new check to youPlease let us know if you have further questionsShould the first check arrive, please disregard Best Regards, Coinstar

Hi [redacted] , We have recently reviewed yourcomplaint regarding Coinstar ExchangeWe are certainly sorry for the delay inproviding you a response to your concerns; however we were awaiting furtherinsight from our Loss Prevention teamUnfortunately, we do not have an update to provide at this timeTheonly 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 informationFor your protection and security, we do not havethe exact reasoning behind this decisionYou 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 declineWe 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 beresolvedThank 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 youYou 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 closedIf 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 Coinstar Exchange We sincerely apologize for the unsatisfactory experience you feel that has given you and apologize for the delay in getting back to youWe understand that you would like to have $reimburse to you for the value of your gift cards Regrettably, there was an unforeseen circumstance while processing your Coinstar Exchange transaction due to the gift card jamming in the machineWe understand that the circumstance was not idealWhen you presented your card to the machine, you authorized the sale of your card and we have paid you the $offer value that you acceptedAlthough the pin number is visible on your second card, it is still valid with the retailer for purchases As we verified the gift card was in our possession, although the machine experienced technical difficulty we provided the quickest resolution we had available for you this was to send you a checkIn follow up with you in regards to this matter from our Corporate Relations team, we also offered to have the check overnighted to you rather than have you wait the standard 7-business days [redacted] , as Coinstar Exchange has sent you a check for the $offer value you accepted to receive during your transaction and your other Home Depart card is still valid for purchases at the retailer we will not be provided any additional compensation for the transactionAs all of your concerns have been addressed, Coinstar Exchange now considers this case closed Sincerely, Corporate Escalations:: Outerwall, Inc E: [email protected] Case [redacted] , Reference # [redacted]