Complaints

This profile includes complaints for Coinstar, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Coinstar, LLC

  330 120th Ave NE Ste 100 Bellevue, WA 98005

• 

  Redbox DVD Rental

  13490 Dumfries Manassas, VA 20112

• 

  Coinstar

  3450 Riverwood Pkwy Se Atlanta, GA 30339-3535

• 

  Coinstar, LLC

  Food Lion 7525 Tidewater Dr Norfolk, VA 23505-3700

• 

  Coinstar, LLC

  14250 Chino Hills Pkwy Chino Hills, CA 91709-4832

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cashed in all my change at the coinstar and went to the cashier to cash out. The system kept saying it could not be cashed yet. I called and stayed on hold with coinstar for 20 minutes and was told to hand my phone to the cashier. The cashier tried all the ways the operator told her on the phone and it still would not go through. The rep on the phone told me I would just have to come back another day whenever it is convenient I came to cash this because now is when I needed it. The receipt says it has to be cashed here and the same day. I am so upset with the blame being transferred back to the store when they have no control.

  Business Response

  Date: 07/12/2024

  Good day, 

  Thank you for your feedback. We're very sorry to hear you were unable to cash your voucher when you originally presented it to the store. There has been an intermittent ******* voucher scanning concern which Coinstar/******* has been working to resolve. Your voucher is still valid, we woud ask that you return to the store on the next day you are available. At this time, the voucher should scan without a problem. if for some reason the voucher does not scan on the first attempt, please ask the store to scan again and it should go through. 

  Thank you,

  Coinstar Corporate Relations 

• Initial Complaint

  Date:07/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Coinstar ate my money and ******* will not redeem receipt.

  Business Response

  Date: 07/12/2024

  Good Day, 

  We are very sorry to hear about the trouble you are having with cashing your Coinstar voucher. The voucher itself is still valid. Some ********* are having an intermittent scanning issue with some Coinstar vouchers. We would ask that you present the voucher on another date for redemption. The voucher must be redeemed at the same store it was received from. 

  Thank you,

  Coinstar Corporate Relations 

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04/26/2024 I used a Coinstar machine located in the entranceway of the ******************* located at ***************************************. I had approximately 5 lbs. worth of quarters I wanted to redeem. After following instructions on the screen I attempted to deposit the quarters by dumping them into the tray as instructed. Because I had not used a Coinstar machine before, I did not realize that the quarters were supposed to be counted as they dropped. After some time of manually assisting quarters to drop (as instructed on the screen), I was unable to feed any more quarters into the machine. I retrieved all remaining quarters from the tray and sought assistance from the *************** desk. With their help I again attempted to insert the remaining quarters. This time the quarters that were deposited were tallied as they dropped and I received a redemption ticket for $126.61. I asked about the quarters that were already deposited but not tallied and was told that I had to call Coinstar. I called that day, and other days following, eventually being told that an audit would be done and I would be contacted with the results. On 06-12-24, I reached out again because no one had contacted me and I was then told that the audit showed no uncounted quarters had been deposited. This is simply false and I asked to speak to a manager (spoke to ****). To resolve the issue Grey offered me a check for $75, which I accepted so that I would at least receive some of what I was owed. After giving them my address, which I clarified twice and had them repeat, I was told that the check would be sent within ***** business days. I called again today because I had not received the check and I was told it was returned to them because the address was incorrect. After again giving them my correct address, I am now expected to wait another ***** business days to receive the check. I have no faith in their verbal assurances and find their responses and business tactics highly suspect.

  Business Response

  Date: 07/10/2024

  Good Day, 

  Thank you for taking the time to reach out. We are very sorry to hear your experience using our services was less than satisfactory. We were able to review your interaction with our customer service team and see that a refund of ***** was issued however the address was incorrect. Rest assured, this has been updated and a new check is being sent. We understand that this was not expected, your interactions with our customer service team is being reviewed for quality purposes. We thank you for taking the time to provide your feedback. 

  We can assure you that a check for $***** will be received to your mailing address. 

  Please, let us know if there is anything else we can help with.

  Thank you,

  Coinstar Corproate Relations 

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21963724
  
  I am rejecting this response because: I don't want to close out the complaint until I actually receive the check. I'd already been told once that payment would be sent. I understand their explanation that it was an error with the address but no one from Coinstar reached out either by phone or email to me to inform me of this issue. Therefore I have concerns as to whether or not the check they say is being sent will successfully be delivered to me. When/if the $75 check is received by me, I will gladly close out the complaint at that time.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/16/2024

  No, as of today's mail delivery (07-16-24) I have not received the check.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the Coinstar machine at ******* Marketplace (Coinstar store ID #********* on July 8, 2024 at 1:12 PM. Transaction #*****. When I went to customer service to complete my transaction, the computer provided the following error message:Coinstar vouchers cannot be redeemed at this time. Sorry for the inconvenience. Please try again later. ******* staff directed me to call Coinstar stating that they cant help. I called CS customer service and they directed me to go back to *******, but stated that there was a system error. I pointed out that if their service was still down that ******* wouldnt be able to complete the transaction. **************** told me to go back to ******* later and try again and when I asked what the estimated time to fix the system would be I was told at least a day. I would like all of my money refunded, including the processing fee, for this inconvenience.

  Business Response

  Date: 07/10/2024

  Good Day,

  Thank you for reaching out. We are very sorry to hear about your experience with cashing your Coinstar voucher. There was an intermittent scanning issue at some ******* locations which caused some vouchers not to be cashed. Please know, this issue is now resolved. We would ask that you return to the ******* location and present your voucher. There should not be a problem receiving your cash now. 

  Thank you

  Coinstar Corporate Relations 

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to cash coins in today was told the voucher was invalid. Also it seems I can only cash it in same day. Was given a customer service number to call,no answer. Found another number via the website and still no answer. So basically coin star has stolen from me. Never again.

  Business Response

  Date: 07/10/2024

  Good Day,

  We're very sorry to hear you were unable to cash your voucher on the date of transaction. Please know, the voucher is still valid. There was a intermittent scanning issue at some ******* locations however this has now been resolved. Kindly bring your voucher back to the ******* where it was received from to receive cash. 

  Thank you,

  Coinstar Corporate Relations 

• Initial Complaint

  Date:06/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is *********************************** and I am writing because I have tried multiple times to get ahold of someone from coinstar via the customer service number regarding an issue but have had no success. *** left a voicemail and my wife even emailed but we have not heard back. We have not even received an automatic reply indicating that the email was acknowledged or would be addressed as I understand it may take time. My wife sent an email to coinstar using her email which is ******************************** On 6/5/24, I got scammed into sending $3800 in cryptocurrency via Coinme to an individual who was impersonating our local sheriffs department and threatening arrest. This individual went as far as hacking the exact police department phone number for our local area, which I confirmed was the same number. This is why I was convinced it was legitimate. I am not blaming coinstar for the actions of these individuals but apparently these scammers have been using Coinstar to have money sent in the form of cryptocurrency, so this is not an isolated incident. I want to know what we can do to try and get my money back. There must be some sort of recourse by Coinstar as their machines are being used by scammers. We have contacted our local police department to report this crime and apparently it has been ongoing and scammers have been utilizing the Coinstar to do this, so they must be aware that this is an ongoing issue. I still have the receipt for the transaction and want to know what steps I need to take to address this. The Coinme ID # is *******, Machine ID #****, ******************** Transaction # is *****, Unique ID # ************** and the exact date and time of this transaction is 6/5/2024 at 1:52 pm. I can contacted via email at ********************** or my cellphone which is ************. Thank you for your time and consideration.*************************

  Business Response

  Date: 06/11/2024

  Hello, 

  I am sorry to hear that you have had this unfortunate experience. Coinstar takes this very seriously, as does our partner, Coinme.Coinme requires an identity verification and know your customer process for consumers to deposit purchased cryptocurrency into their Coinme wallet. In addition, Coinstar provides fraud prevention messaging on the physical kiosk,the user interface screen, and the printed receipt of transaction. The messaging lets our customers  know they can avoid fraud by not sharing their voucher code with anyone and by only sending cryptocurrency to people they know and trust.
  
  Coinstar does not have access to an associated Coinme account. I would encourage you  to contact Coinme directly and to file a report with your local law enforcement.  Coinme email is ****************** you  can go to Coinmes website and chat directly with a representative. If law enforcement has a subpoena, they can send it via email to comp-*************** I would also like to notify Coinme of your transactional concern. In order to do this, can you please reply back with: 

  Coinstar Corporate Relations

  Ticket ID **********

• Initial Complaint

  Date:05/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello to whom it may concern my name is ********************************* May 9. I went to SHOP SAVE. The address is *************************************************************. I put $375 worth of coins and the coin star machine. The money was going down but not being counted. I also had a bag of coins with almost $500 in quarters. I put it in the machine. The machine kept going and going, but was not counting, my change I call the managers came over they tried to fix the machine they seen that my money was going down, but it was not being counter for so I called Coin star they never called back when I did call back. They told me they only had an account of my coins for $4.20 which is not true. I called I asked for their address. They did not want to give it to me ************** who is a manager at SHOP SAVE and another manager can vouch for my coins going down without being counted for phone number for corn star is *********** I asked him for their address and they would not give it to me. They left me on hold three times. You can call ************** the manager at SHOP SAVE. ********** thank you so much they inconvenient me because I was supposed to be paying my car insurance and my car with that money and I was out of work as well thank you

  Business Response

  Date: 05/29/2024

  Good Day, 

  Thank you for taking the time to provide your thoughts. We have had a chance to review the transaction (s) on the date of your transaction, the coin audit completed on the kiosk due to your concerns and our field technician visit to the kiosk just after your concerns were reported. After a full review, we did not find our kiosk took money in without counting them. We completely understand that this was not the outcome you were expecting. As a goodwill gesture, we would like to send you a onetime courtesy check for $100.00. If you would like to accept this outcome, kindly let us know. 

  Coinstar Corporate Relations

  Ticket ID **********

  Customer Answer

  Date: 07/15/2024

   I dont understand ************************** theyre offering me $100 when they owe me more

  Customer Answer

  Date: 07/22/2024

  Hello, my name is *********************************. I was in SHOP SAVE Pittsburgh ************ and I put my change in Coinstar my coins were  going down but they were not being Counted  for. I lost a lot of change in coinstar machine and I would love to have my money back. Please give me a call. This is ********************************* at ************. The managers at SHOP and Save came over to try to help me get my money back, but it just didnt work the one  which is a manager  got the key and try to get my money back but it didnt work as well. I do have both managers name and I also have the cashiers name who was trying to help as well. Thank you so much *********************************. 

  
  

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased crypto currency from a coinstar machine. I paid over $900. I still have the receipt. When I tried to make an account to redeem the money through Coinme, their website, I was told I needed a California ID to process it. I had a ******** ID at the time. They told me to give them my information and they could process a refund or get a California ID. I gave them all my information and after exchanges of emails and them calling one time and an answered call, they stopped all contact with me except for automated responses. Then I got the California ID and sent them that. Still nothing. I send numerous emails. I told them I would contact the BBB and the police if they dont help me refund or process my $900. They never contacted me. So now all I have is a receipt from coinstar for about $900 with the exchange fees and no money and no crypto. Just a worthless coinstar receipt. They dont contact me back even after a dozen emails from myself and my son. I have tried contacting them for a year now because my son went to ****** and wasnt able to help me with it until he got back. Im in my 70s and this was my first time buying crypto from coinstar and they stole my money. Could you help me get the exchange processed ? I would like them to process the receipt and help me get the crypto put into my Coinme account but now they have made it impossible to log into the account anymore and I cant change my ID on there to a California license there to process it because they stopped all contact besides automated responses after sending them the California license. I still have the same phone number. I would prefer they process the transaction as the crypto I bought has doubled in value but all I have is a receipt. So they should not be able to keep that. If they want to give me a refund for the current value of the crypto purchased in dollars, that would be fine too. Thank you.

  Business Response

  Date: 05/23/2024

  Good Day,

  We are very sorry to hear about your experience with using your Crypto Currency. Please know, Coinstar does not have access to your account. We can only confirm if a transaction was successfully made when our kiosk was being used. As your concern is account related, we would ask that you continue to work with Coinme. You can chat with their customer service on their website to get quicker service. 

  Thank you,

  Coinstar

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/30/2024 my mother and I went to our local Ralphs store at ******************************** *************, ** ***** to use the CoinStar kiosk. After depositing our coins to the of $18.08 after processing fee the total of $15.32 cash voucher was then printed. On 02/02/2024 I attempted to cash the voucher at the same ***** store and was told they were unable to cash it and to was advised to call CoinStar customer service. Once I returned back home I called CoinStar customer service and their rep has advised me that my cash voucher is still valid and gave me a incident # ****** and said to return back to the same ***** store with the incident #. A ***** manager said that they cant cash my voucher. When I called the CoinStar customer service again and explained what has occurred they gave me the alternative of having to mail back the physical cash voucher to P.O. Box ***** ********, ** ***** and on the envelope to write CoinStar Accounting Voucher Refund Write the Incident # ******. To this day I have not heard from CoinStar nor have I received a check in mail of $15.32. I called 03/04/2024 to follow up but unfortunately CoinStar customer service representative refuses to let me speak with a supervisor and they lack any information regarding if and when my mail in cash voucher has been received and processed.

  Business Response

  Date: 03/08/2024

  Good Day, 

  We're sorry to see you had trouble cashing your voucher. We were able to review the incident ID provided and found that a check was already submitted. This check was sent on 3/4/2024. This check should be received within ***** business days from this date. 

  Please, let us know if there is anything else we can help with. 

  Thank you,

  Coinstar Corporate Relations 

  Customer Answer

  Date: 03/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 27th, 2023 my husband and I visited the Coinstar located inside the **********************, ***********************************************************************. We deposited $295.04 and selected a Lowes gift card. We immediately went to ****** Home Improvement located at ****************************************************************. We intended on purchasing a new dishwasher that was on sale. When we went to the counter to purchase the dishwasher, we were told that the gift card had a $0.00 balance. The manager in store attempted to help us calling by their customer service department. We were told that this would take ***** hours to register on the gift card, even though it did not say that anywhere on the Coinstar receipt. We waited the 48hours and checked the gift card balance again, still registering at $0.00 balance. We filed a complaint with ******, and received a response that we would need to file a police report, and only then would they release the purchase history of our 48hour old gift card, and would not provide us with any additional information. We then reached out to Coinstar, and opened a complaint with them. They told us it would take 4-6 weeks for them to review our complaint. On January 12th we received an email from ****** with a gift card showing a balance of $295.04. We believed this to be a resolution to our issue. Today when we checked the balance of the gift card to confirm the funds were available before going to the store, the balance yet again showed $0.00. Someone has received the $295.04 and it wasn't us. We are very disappointed in both companies and their customer service.

  Business Response

  Date: 02/15/2024

  Hello,

  Thank you for taking the time to provide feedback regarding your experience. Our kiosk is used for the purchase of eGift cards like the Lowes you received. The kiosk is used as a terminal for the purchase where the codes come from Lowes. Coinstar cannot troubleshoot a purchased eGift card and cannot view transaction history. As Lowes had sent you an email communication indicating the eGift card had a balance, this would mean that the purchase itself was successful through Coinstar. We would encourage you to reach back out to Lowes to have full resolution. 

  Thank you,

  Coinstar Corporate Relations 

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21294476
  
  I am rejecting this response because: 

  According to my conversation with ***** (call reference #******) on December 8th, I was informed that Coinstar could submit a request that our voucher be replaced as the original we received was not working. She also stated it would take 1-2 weeks to receive email instructions once our request for the replacement voucher was approved.

  We never received instructions, nor did we receive a denial with a valid reason. I feel that more could be done to help us in our situation.

  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 02/27/2024

  Hello, 

  We were able to review the interactions you had with our customer service team on ticket ID ******. We were able to find that our team advised that we would send you the eGift card code that was printed from the kiosk. This was just in case, your code was faded and/or was not able to be fully read. Our team would not have been able to replace the code as we have confirmed that the transaction was successful with a full balance when printed. If there were funds on the eGift card validated after printed and then the funds weren't there, this would need to be worked through with Lowes as we do not have any insight into transactional data. Our team would only be able to recover the original eGift card code for resending requests. We completely understand this has been a frustrating experience, we would ask that you continue to work with *****. 

  Thank you,
  Coinstar Corporate Relations