Business Profile

Coin Sorters

Coinstar, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

114 total complaints in the last 3 years.
38 complaints closed in the last 12 months.

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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:05/16/2023
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.
Coinstar machine at **** ************ ***** improperly counts coins, routinely fails and defaults to cash-out which incurs a significant fee. I have complained to the store manager and he says it's a kiosk from a 3rd party. Issues must go through the 3rd party. Operator has failed to maintain the machine for more than 3 months.
Business Response
Date: 05/17/2023
Good Day,
Thank you for taking the time to reach out to us. We'd like to review the transaction with you. Can you please reply back with:
Transaction Date
Amount of your transaction
Amount felt shorted.
Once we receive these details, we can look at the best resolution.
Thank you
Coinstar Corporate Relations

Customer Answer
Date: 05/17/2023

Complaint: 20067762

I am rejecting this response because: It is incomplete and it's unclear how to respond.
Thank you for taking the time to reach out to us. We'd like to review the transaction with you. Can you please reply back with:
Transaction Date 5/16/2023
Amount of your transaction $6.75 in all quarters. I counted each as I dropped in the machine because I suspected it wasn't working correctly. I was right.
Amount felt shorted.$6.16. The machine recognized $1.25 before stopping and rejecting any more change. Because it was under $5.00, I was charged a fee for cash-out. I was given $0.59. I gave the voucher to the homeless guy outside the store.

Sincerely,

*********************************
Business Response
Date: 05/22/2023
Thank you for the details.
We will ensure the kiosk is reviewed. We do want to help resolve your claim as well. We can send you a check for the amount felt missing. In order to do so, can you please email your full mailing address to *************************************** When you send the email, be sure to add in the incident ID of **********
Thank you,
Coinstar Corporate Relations
Incident ID **********
Initial Complaint
Date:05/07/2023
Type:Sales and Advertising 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.
On May 2nd at approximately 12:55 I deposited change into the machine located at ********************************* inside the ******* store. I had precounted $40 in quarters and the machine registered $32 in quarters. As I didn't count all of the change I deposited I have no idea just exactly how much money in total that I was shorted. But for sure I was shorted more than $8 in quarters because I had counted out $40 from one jar and had a bag of coins that included quarters and other coins.
Business Response
Date: 05/08/2023
Good Day,
Thank you for taking the time to reach out to us, we take these claims seriously and would like to review the transaction in question. Can you please reply back with the following information:
Full Store Address
Full Transaction Amount
Were there any coins rejected through the reject slot in the front of the machine?
Once we receive these details, we can take a look and work towards a resolution with you.
Thank you,
Coinstar Corporate Relations
Customer Answer
Date: 05/08/2023

Complaint: 20029238

I am rejecting this response because: I provided you with the full address and all of the details I have in my complaint. Two coins were rejected.

Sincerely,

*************************
Business Response
Date: 05/11/2023
Good Day,
We want to ensure your concern is fully addressed. The address for the ******* location provided was ***** SE 141st however we are missing the city, state,and zip code. With the details provided, we are unable to locate the store in question. Can you please confirm the full address for ** so we can check the transaction in question?
Thank you,
Coinstar Corporate Relations
Customer Answer
Date: 05/18/2023

Complaint: 20029238

I am rejecting this response because:
The complete address is in **********, ** *****. My biggest concern is that most folks don't count their change first and they just trust that they are being paid out correctly. How many people have given you money that was above and beyond your stated fees?
Sincerely,

*************************
Business Response
Date: 05/23/2023
Good Day,
After further review, we were able to locate the ******* store at *************************************************************. We were able to locate your transaction in which you received $44.91. After a review of this transaction, we do see that there were 2 coins rejected however there was no error during the transaction and/or after. In addition, a count of coin was completed, and no deviation was found. To ensure our kiosks are functioning we have field technicians' complete checks often. Overall, after our thorough review of your transaction, we found it processed with no issue.
Thank you,
Coinstar Corporate Relations
Customer Answer
Date: 05/24/2023

Complaint: 20029238

I am rejecting this response because:
I completely disagree with you because I counted out $40 in quarters from one of two bags and it registered only at $35 after I put $40 in quarters in your machine. Meanwhile another bag containing change was also added.

Sincerely,

*************************
Initial Complaint
Date:04/28/2023
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.
January 2023 $170 lost in machine They said Three weeks ago they were expediting the check them the next week they said the check had been cashed in march. I have never received a check, They are trying to rip me off of $170. I have a reference number ******.
Business Response
Date: 05/02/2023
Good Day,
We are very sorry to hear about the trouble you have had with receiving your check. We have requested to have a secondary look at the check that was requested when your original complaint was created. We found that there was an issue with the check processing and can confirm we do not see this check being received by you. We've requested to have a new check sent to your address under your name. Kindly allow 10 business days for receipt. This information has been documented under incident ID **********.
Please, let us know if there is anything else we can help with.
Thank you.
Coinstar Corporate Relations
Initial Complaint
Date:04/19/2023
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 Ethereum on Friday, Feb, 24, 2023. I was never able to get onto the site. their site crashed - they are closed on weekends. finally today someone started looking at it, they have spent all day, no reply. they are ripping me off. why are they not sending my bitcoin.
Business Response
Date: 04/20/2023
Good Day,
We are sorry to see you've had trouble with using your Crypto. Our Coinstar kiosk will provide the ability to purchase Crypto Currency through Coinme however once an item is purchased, we do not have access to view or troubleshoot accounts. In this case, we would ask that you continue to work with Coinme on resolution. You can chat with their team on their website at www.coinme.com.
Thank you,
Coinstar Corporatize Relations
Initial Complaint
Date:04/14/2023
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.
Machine crashed at ********************* at ********** ********* ** on 4/14/2023 while attempting to put change in for Amazon gift card. Machine took a chunk of the change, stopped counting at 48 cents, spit some back out, and then gave me nothing because of the ************* plus transaction fee. Attempted to insert cash to try and make it work, but transaction already closed. There was likely less than $10 of change total between what was taken and what spit back out. Tried to call customer service but was on hold for 20 mins. Willing to accept even a small Amazon gift card for my trouble, nothing outrageous is necessary. Change is just a pain in the rear, probably will charge most things from now on. Have a good day.
Business Response
Date: 04/17/2023
Good Day,
Were very sorry to hear about the trouble you had with using our services and contacting our customer support team. We thank you for taking the time to provide this feedback. Weve requested to have an Amazon.com eGift card be sent to you for $10.00 as we value your business.Please allow 3-5 business days for receipt.
Thank you
Coinstar Corporate Relations
Customer Answer
Date: 04/18/2023

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.
Very prompt response, excellent customer service. I recognize the issue was a fluke and hope to continue utilizing service in future.
Sincerely,

***************************
Initial Complaint
Date:03/28/2023
Type:Customer Service 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 March 19, 2023, at approximately 8:05pm ET, I took my daughter to the Coinstar machine located at the ******* at ************************************************************* to redeem a significant amount of change she had been saving for cash. After depositing all of her coins and reaching a total of $231.05, the machine malfunctioned and prompted us to call Coinstar's customer service number at ************. The representative with whom I spoke advised that a service technician would have to come to the location to repair the machine, and they would contact me upon completion to advise of the next steps. The reference number for the case is 243495.To date, I have received no communication from Coinstar regarding the status of my case, and I am owed at least $231. I have called the customer service number twice to request an update, and both times I have been advised that the machine had not been serviced, and they would contact the service technician to check on the status. I have received no updates.
Business Response
Date: 03/29/2023
Good morning,
We are very sorry to hear about the trouble you have had with the transaction. After further review, we are able to validate the error you received during the transaction and the amount that was left in the kiosk. Due to the trouble, we will send you a check for the amount of the transaction with 0 processing fee for the total of ******. Kindly allow ***** business days to receive the check to the address on file.
Please, let us know if there is anything else we can help with.
Thank you,
********
Coinstar Corporate Relations
Customer Answer
Date: 03/29/2023

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:03/13/2023
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.
In October of last year I bought some DogeCoin. Now the voucher is starting to fade away and I can't even redeem it! I bought 59 Dogecoins and some fragments. It says no expiration date on the voucher. Therefore, I should be able to redeem this tokens whenever I like. This is fraud, and I demand I get my coins. And I will escalate the case via BBB if I do not receive my refund.
Business Response
Date: 03/17/2023
Good Day,
We are sorry to see you are having trouble with using your redemption details. Between Coinme and Coinstar, we can help! Because this is very sensitive details, we would ask that you contact Coinme by vising their website at www.coinme.com and clicking the contact us page. They will be able to provide you with the redemption code. If you need the Pin number, we would ask that you call us at ************** and our teams can provide you with the pin number.
Thank you,
Coinstar Corproate Relations
Initial Complaint
Date:03/13/2023
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 a coinstar machine on February 25th and I deposited $301 I put in 2 $100 bills and it took them fine on the third and final $100 bill it rejected it twice then on the third try it took it but never registered it for the deposit so I thought this is odd and I put in another $1 bill to see if it would maybe unjam it or fix the count on the bills. It did not I called them soon after leaving the building and they told me I had to wait a week while they send a tech to look at the machine. They told me it would take 1 business week for this to be done and not to worry well 1 week goes by and I never wind up hearing from them all the while I call daily after the first week of nothing being done week 2 finally someone checks the machine but never does anything about my complaint until finally today I am told they did t find anything in the machine and they would escalate it. My reference number for this whole thing is ******. They give me no information or updates they just say don't worry. I was robbed $100 bill and now I'm told oh well we don't have it. Check store cameras or something. I'm just really upset and sick of this it seems like it's a losing battle their timeframes are a joke and I'm sick of getting the run around
Business Response
Date: 03/17/2023
Good Day,
We are very sorry to see the trouble you had with using our services and thank you for the time you have allowed for us to review. As we do value your business, we've submitted a check to be sent to you for $100.00. Kindly allow ***** business days for receipt. Please let us know if we can help with anything further.
Coinstar Corproate Relations
Initial Complaint
Date:01/20/2023
Type:Delivery 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.
Ordered $75 dollars worth of gift cards online on 12/5/22. There was not any notes on delay posted on the site. Sent email to Coinstar (********* contract gift card agent) on 12/10/22 received order has shipped, but Coinstar could not provide tracking. Just a lie.12/19/22 response I was given tried to blame everything under the sun for the delays, including its the busy season. Duh I did not receive the gift cards until 12/29/22 well after Christmas. I actually ordered replacements from McAlisters competition on 12/20/22 and received them in three days. It took Coinstar over 25 days to ship the automated product. There is an issue, and consumers should not play for poor management. Coinstar appears negligence in not properly staffing their business and also staffing what they had with less than adequate employees. I mean they knew it was the Christmas rush. They can try to act dumb, but every involved knew there would be a rush.This cost me an additional $75, which I want credited for. Looking on social media I am only a one in the many that had issues in delivery with Coinstar in December, which can lead to class action.If so, **************, ***********************, and ******* will be included as they responded to emails as agents of Coinstar.
Business Response
Date: 01/20/2023
Good Day,
Thank you for reaching out. It sounds like you purchased gift cards online, please know that Coinstar does not sell gift cards online. Our products and services include using our physical kiosk in a store location to exchange change for eGift cards. You can find a list of our product offerings on our website at www.coinstar.com.
It seems like you used a different company for your online gift card purchases. We would ask that you reference back to the original website you used for purchase.
Thank you
Coinstar Corporate Relations
Customer Answer
Date: 01/21/2023

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:01/19/2023
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.
Hello, I have exchanged with coin star previously. The last time I exchanged I was given an option at the end that said there was a fee and if I was sure I wanted to pay the fee. Of course I said no and it elected me to change to the gift card option. This time around I thought I hit gift card because who wants to pay fees when they can just go to the bank. I was going to get an Amazon gift card for the total amount. Upon entering my coins and then hitting done and not being asked the vendor I went back to the main screen and found that maybe the display was changed but the wrong option was selected. I asked in the store knowing they probably would not be able to do anything and that to contact coinstar which I did when I got back to work. I called and was told all sales were final 3 times and find that absolutely ridiculous. I get that it was my fault for hitting the wrong button, but i also feel like if i cashed the voucher immediately the ok the transaction is complete. I have not cashed the voucher and would wait 30 days if I had to in order to get back my $45. All I wanted to do was cancel the cash voucher and get the full amount of my coin exchange in an Amazon gift card. I don't understand how this cannot be an option. I was charged $45.66 in fees and its very disheartening that the employees all just said the same thing without getting anymore information from me or anything. Please tell me there is actually a solution for this issue. The details of my transaction are as follows:Coinstar machine at Stop and Shop ******** located at ********************************************************************. My coin total was $361.32 with $45.66 in fees totaling $315.66 cash redemption value. Store ID ******** Transaction #***** on 1/19/23 at 12:31pm. If the receipt is needed to be uploaded or mailed in I can do so as well.
Business Response
Date: 01/23/2023
Good Day,
We are very sorry to see you did not receive the intended product. We completely understand you originally wanted to receive an eGift card vs. a cash voucher. We will send a check to your address provided for the fee received in the amount of *****. Please allow ***** business days for receipt. For the cash voucher you have in hand, please redeem it at ************************ **** at your earlies time available.
Please let us know if we can help with anything further.
********
I000219595
Coinstar Corporate Relations
Customer Answer
Date: 01/23/2023

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,

************************************

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Coinstar, LLC is NOT a BBB Accredited Business.