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BBB Accredited Business since

Zoosk

Phone: (888) 939-6675 Fax: (415) 520-5202 View Additional Phone Numbers 989 Market Street 5th Floor, San Francisco, CA 94103 http://www.zoosk.com


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Description

This company offers dating services.

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Zoosk meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Zoosk include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 398 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

398 complaints closed with BBB in last 3 years | 105 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 148
Billing/Collection Issues 52
Delivery Issues 16
Guarantee/Warranty Issues 36
Problems with Product/Service 146
Total Closed Complaints 398

Additional Complaint Information

The most recent review of Zoosk complaints was done in January 2016. Complaints concern consumers being billed after they cancel their membership. Complaints also state that consumers sign up for a free membership, receive notification that they have a message, but they cannot read unless they are a paying member. So the consumer pays only to find that the message received was an automated message not a message from an interested party.

Zoosk did respond to the issues listed above by stating the following:
There is no fee to join Zoosk as a member and members are not required to provide payment information at this stage. Members are able to build a profile page, add content and upload photographs. Members may conduct searches for other members, and in turn, the member's profile is searchable and viewable by others. In addition, members may send "winks" to other individuals to indicate their interest in potentially dating.

Members who wish to communicate directly with other members through our messaging platform must purchase a subscription. To assist members in their subscription decisions,
Zoosk's Help Center includes a series of FAQs, including one titled "What Features Are Free And What Do I Need To Purchase A Paid Subscription For?"

Zoosk's Help Center also provides FAQs for members to review that relate to cancellation procedures and Zoosk's refund policy. The relevant FAQs are provided below for convenience, and are available on the website.

How do I cancel my subscription?
How do I cancel my subscription purchased using an Apple iPhone, iPod, iPad, or through iTunes?
How do I cancel my subscription through Amazon?
What is Zoosk's refund policy?

We do not charge our customers for services after they have cancelled their subscription. As you may know, many consumers access online products and services through the Apple/iTunes and Amazon marketplaces. These marketplaces require that consumers who purchase Zoosk subscriptions on their platforms likewise cancel through their platforms. In the aforementioned FAQs, Zoosk provides step-by-step cancellation instructions for these third-party marketplaces. Zoosk, of course, does not control these third parties' cancellation or refund policies or their timing. However, our customer service team provides assistance to users who wish to cancel subscriptions - whether on Zoosk or on a third-party marketplace - and our policy is to provide refunds if fees are charged due to a lag in the cancellation process. This may occur, for example, where someone cancels immediately before a renewal period takes effect.

At Zoosk, we are firm believers that our dating service is successful because we facilitate many different types of interactive opportunities among our membership. Online dating is a dynamic process that is based - at its core - on algorithms that seek to identify compatibility factors between individuals. However, mere compatibility is often not enough to encourage members to take the next step in reaching out to others. Thus, we design and offer different tools for our members to use to show interest in someone, to initiate a conversation, and even to demonstrate a willingness to reciprocate and engage. In seeking to prompt the foregoing types of interactions, we provide a tool that members can choose to use (the default is set to "off") to set an auto-reply message. Members can use this auto-reply tool for various purposes, such as to pre-screen people who indicate interest in them; to request preliminary information before engaging further; and to simply indicate availability or openness to the community without committing further at that time. In addition, as we have noted in the past, while we take steps to prevent it, there are some users who violate our terms of service and join as members only to send spam messages. When spammers are reported to our customer service team, our policy is to deactivate the associated accounts.

We certainly understand that consumers join Zoosk to meet other singles, and that it can be difficult to find a relationship. People who are contacted may ultimately not be interested for a number of reasons and this may be more frustrating to the initiator if he or she receives a first reply that is not specifically personalized to him or her. As noted above, however, we believe that the best dating environment allows people to express their interest, respond and further the communications in the manner in which they are most comfortable.
We therefore spend significant time providing tips, FAQSs and other information to members (both online and in live conversations) to help them understand our service and to increase their chances of having a fun, safe and successful experience on Zoosk.

Customer Reviews Summary Read customer reviews

5 Customer Reviews on Zoosk
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 5

Additional Information

BBB file opened: January 20, 2009 Business started: 09/21/2007 Business started locally: 09/21/2007 Business incorporated 09/21/2007 in CA
Type of Entity

Corporation

Business Management
Ms. Kelly Steckelberg, CEO Ms. Sejal Monterroso, Sen. Dir. User Oper
Contact Information
Customer Contact: Ms. Sejal Monterroso, Sen. Dir. User Oper
Principal: Ms. Kelly Steckelberg, CEO
Number of Employees

150

Business Category

Dating Service

Service Area
This business service area covers: Nationwide
Alternate Business Names
Zoosk, Inc.

Customer Review Rating plus BBB Rating Summary

Zoosk has received 3.68 out of 5 stars based on 5 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.