ComplaintsforIt's Just Lunch

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I joined It's Just Lunch it was described to me as a "concierge dating service." This was presented to me as meaning I would receive thoughtful, personal attention by a team of matchmakers who would get to know me on a meaningful level and use that information to make highly curated matches. I was told I'd be taken care of every step of the way and my only job would be to "sit back and relax." I was led to believe membership was strong and there were many men for the team to choose from. And after each date, my team would gather extensive feedback from me and savvily use this information in choosing my next match, thereby getting closer to the right guy with every date. None of this happened. In fact, highly ironically, my experience with It's Just Lunch was just like a bad relationship with a guy - empty promises and being strung along with rare, inconsistent attention - just enough to keep you naively hopeful. The only time I received adequate attention was when I said I wanted to "break up." Soon after joining I was very dissatisfied and requested a cancellation of my membership. A staffer immediately swooped in and made all sorts of promises which worked in convincing me to stay on. She made it sound so wonderful - I'd have her as my personal staffer to the end of my membership (didn't happen - she went away with no explanation) and she'd be right there with me every step of the way (also didn't happen - probably 80% of the time she said she'd get back to me about something my phone was blank when the time came). I didn't have get-to-know-you sessions with any staff member after joining, and never felt known in the slightest. One prime example was when I was coached to talk about my travels all over the world on dates when I had communicated verbally and in writing that I havent done much travelling. Ridiculous. I really cant express how dissatisfied I am with Its Just Lunch. They obtained a huge amount of money from me under false pretenses.

  

  Business response

  03/14/2024

  We are writing in response to the complaint made by *****************************.  ************** became an Its Just Lunch (IJL) client and signed a non-refundable contract on 8/17/2023.  Her membership includes six (6) Date Introductions or six (6) Months, whichever comes last.  A copy of her signed contract is attached.
  
  
  It's Just Lunch is a concierge style Matchmaking service.  We have been in business over 32 years and have had great success.  We always do our best to get to know each client and ************** is correct that feedback is a big part of our process.  Unfortunately, ************** passed on meeting most of the introductions we presented to her.  We find the clients who have the best experience in our program are open minded to meeting the matches selected for them.  There is always a reason we make a match, and when clients refuse or pass on a match, it is a missed opportunity.  
  
  
  In our most recent communication on 3/7/24 with **************, she requested a partial refund.  We reminded **************, membership fees are nonrefundable which is outlined in her contract and she agreed to when she signed her membership agreement.   We expressed our desire to improve her experience but ************** would not engage in a conversation and refused to continue with her membership.  
  
  
  ****************** membership includes 6 month of hold time.  Because she is not open to dating at this time, we have placed her membership on hold.  We value ************** as a client and would like to move forward with her membership.  

  Customer response

  03/16/2024

   
  Complaint: 21410591
  
  I am rejecting this response because: it is completely disingenuous. IJL is not addressing the concerns I've laid out in this complaint and in my personal one emailed and mailed to you. IJL did not get to know me on a personal level and did not "curate" any matches for me. Why did you recommend I mention my worldwide traveling on dates if you knew me well? Because you did not put in the effort to even jot down a note in my file that I haven't traveled much. Why did your staffers not get back to me when I asked questions? Why was it a month after I asked about ***** before anyone got back to me and even then did not answer the question until I brought it up again? You're a fraud and you know it. It doesn't matter if you've been in business for 32 years if you're not treating clients well NOW. When I think back to my signing-on process, I can tell that I was given three "membership levels" based not on fixed pricing, but on how much you figured you could get out of me. I revealed my income level so that I would be matched with men at an equivalent level, not for you to calculate you could get over $5,000 out of me. Saying I passed on matches is neglecting to mention that these "matches" were not shown to be specially chosen for me in any way. There was no evidence they had been thoughtfully selected, but there was ample evidence they were just available men in my age range that you could knock off dates with on your way to my six minimum. Not once did I have a meaningful conversation with any IJL staffer about my personality and lifestyle and how you were taking these into consideration when placing me with matches. I said in one talk that I tend to be more of an introvert and tend to have chemistry with extroverts. Your latest voicemail about a possible match said he was looking for an outgoing partner. How can you go on with this charade? I don't understand your lack of decency, consideration, and honesty. I don't know who the owners of IJL are, but I can bet they're laughing all the way to the bank after getting thousands and thousands of dollars out of lovelorn, vulnerable people and then treating them with as much attention and focus as you get at a hotel front desk. Not one of you ever thought more about me, or put in any more work, than a front desk clerk checking you in and then perhaps recommending a nearby restaurant and answering a few calls about hotel amenities. There was nothing remotely concierge about it. The services I received from you were worth approximately $800. Nice profit for the owners!
  
  Sincerely,
  
  *************************

  

  Business response

  03/22/2024

  We are writing in response to the rejection of our complaint response to *****************************.  We are happy to elaborate and address the specifics ************** outlined in her rejection.  

  
  We are disappointed to hear ************** didnt feel we put effort into getting to know her.  
  There are a few different ways we get to know clients.  First by their initial interview upon becoming a client, second, by the feedback they provide on their dates and last but not least, the feedback we get on the client by the other clients meeting them.  We do our best to get to know clients through the process.

  
  We apologize that a member of our team mistakenly thought ************** traveled or was interested in travel.  In regards to Ms.Flynns match, *****.  We did miss a text message from ************** with a question on the match,  We apologize for that.  We typically use text messaging as a tool specifically for scheduling dates; For feedback, questions and conversations, we do prefer to have those conversations over the phone.  Ms. ****** response asked us to explain why these mistakes were made. Unfortunately, it was human error which happens on occasion with even the most skilled team members.  Again, we apologize to **************.  

  We pride ourselves on good customer service and communication with our clients. While our records show we have been in regular communication with ************** throughout her membership, We sincerely apologize if she was not happy with the communication from her team.  If ************* should decide to activate the remainder of the membership, we are happy to coordinate a weekly check in from a matchmaker.   We very much value ************** and would like to move forward with her membership once she is ready.  
  

  
  

  Customer response

  03/28/2024

   

  Complaint: 21410591
  
  I'd like to respond to the latest writing by It's Just Lunch regarding my complaint.

  In their response, It's Just Lunch paints a picture of a very competent, professionally-run company that strives to provide a high level of service to its clients. They astutely create an image of responsive and ************ members who have the clients' best interests at heart, apologize for their mistakes, and endeavor to improve clients' experiences going forward.
  
  Words are powerful. We can describe, characterize and depict situations with them, and also use them to persuade, influence, and reassure. But words are free. There are no laws as to when and how you can use them. Therefore, anything that is written should not be viewed as accurate in the absence of actual evidence. 
  
  In defending their business, It's Just Lunch is freely describing my experience as they want it to have been, not as it was. They have mischaracterized their so-called attempts to get to know me as well as their track record in response to my questions. For example, at no time was I informed that they "typically use text messaging as a tool specifically for scheduling dates and that for feedback, questions, and conversations, [we do] prefer to have those conversations over the phone." A free use of words with no basis in fact. Another example is the sentence, "While our records show we have been in regular communication with ************** throughout her membership ..." In order to assess the accuracy of this statement, those involved would have to agree on the definition of "regular." My definition of "regular," with regards to communication while a client of a "concierge dating service," is about once a week. As evidenced by my phone and text records with staff members of It's Just Lunch, their definition of "regular" is once every four to six weeks. This holds true even if the client asks a question of them. As evidenced in my records, questions by clients do not warrant responses for about four to six weeks, and even then the question might have to be asked again in order to obtain an answer. I used my question about ***** as an example, but neglect happened many times during my membership. I can forward the entire text string to the Better Business Bureau if needed.
  
  To conclude, I hope I've succeeded in refuting and disproving the image of itself that It's Just Lunch wishes the world to have. I'd especially like to point out that, no matter how deftly and skillfully they have defended themselves against my complaints, there is zero connection between this and how a client is actually treated. All the concern, reassurance, and professionalism in their writing is nowhere to be found in the real-world client experience.
  
  Sincerely,
  
  *************************

  

  Business response

  04/09/2024

  We are writing in response to the second rejection of our second complaint response to *****************************.  Ms. ****** latest communication reiterates what her other communications outlined and that we have addressed in two separate responses previously.   

  
  We stand by our service wholeheartedly, that being said, it may not be a fit for everyone. We have acknowledged and apologized for a few human errors that have occurred in our communications with **************. While our definitions of regular contact may differ our last response offered to check in with ************** on a weekly basis as she prefers and as she reiterated in her most recent response. 

  
  Because ************** is not open to dating at this time, her membership will remain on hold.  We value ************** as a client and are prepared to service the remainder of her membership should she choose to move forward and activate it. 
  

  
  

  Customer response

  04/10/2024

   

  Complaint: 21410591

  It's no surprise to me that It's Just Lunch "stands by their service wholeheartedly" and attributes any problems clients may have to "not being a fit for everyone." These sentiments provide easy excuses for deficient customer service. 

  Of course you "stand by your service" - it's the only way to protect your reputation and keep the thousands of dollars flowing in from naive would-be clients. It's obvious that your company policy is to respond to all negative feedback by describing how wonderful you are while subtly putting the blame on clients for any negative experiences.

  Your apologies and promises to check in with me once a week ring false - I already went through an apology/promise cycle with you when ******* said she'd be my sole client representative for the remainder of my membership ... and then disappeared without a word.

  I don't care to be disappointed again. Why not do the right thing and issue at least a small refund despite the contract verbiage?

  Sincerely,
  

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

  

  Business response

  04/15/2024

  Membership fees are non refundable.  This is explicitly outlined in the contract that ************** signed and agreed to.  In addition, we have serviced Ms. ****** membership appropriately.  We have apologized profusely for 2 minor miscommunications that were a result of human error.  ************** is correct that a former staff member, ******* has also already apologized.  ******* also offered to be a point of contact to ************** but ******* is no longer with the company, which is why ************** received communications from other team members.  
  
  Again, we value ************** as a client.  We hope she decides to reactivate her membership and continue with the service. 
  
  

  Customer response

  04/16/2024

   
  Complaint: 21410591
  
  This will be my last writing as I can no longer stand trying to work something out with people who deny reality - people who can pretend facts are not there even as they're staring them in the face.
  
  I paid $5,200 and received the following over the course of seven months before I couldn't stand it anymore and ended my membership --
  
  * Two dates with men who were good potential matches - TWO. IN SEVEN MONTHS. I passed on two or three others, but with good reasons - reasons you would think you wouldn't have to worry about after engaging a high-end dating service - the men either lived quite far away, had never married, didn't have children, or didn't have careers equivalent to mine. It shouldn't be asking too much for the amount of money I paid to meet men who at least meet basic qualifications.
  
  * Erratic, impersonal attention and a pledge that things would change, but then they didn't.

  Where is the value for $5,200? I did not receive any more than anyone could receive from a dating app and yet paid TEN TIMES more.

  And I haven't mentioned something else in all this back and forth - about six months into my membership, It's Just Lunch tried to get more money out of me. I received a call offering an upgrade to an "Elite Membership." This worldwide search was going for the low, low price of $25,000. Can you believe these people?

  What a joke.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint taken by dictation by H363137**3238313831H rep ************** on 08/21/2023.I signed up on first week of July with It&#**;s Just H33**3537323530383036H and the supervisor ************ She has a team they all work together and have communication every week and provide selection of eligible people to match me with. After signing the contract and one week later, I was contacted by *** that she has a date to set me with a match, and to set up a meeting with **** a week later on Tuesday. I was asked for my schedule, which I provided, but was never contacted, and the meeting never happened due to **** canceling the meeting. *** notified me stating she found a match and was supposed to call me, but I never heard from ***, I had to call *** to confirm if I am meeting with a match. I believe it was a last minute decision, but the match I met was not a member. After meeting your match, you are supposed to get a follow-up from It&#**;s Just H33**3537323530383036H, but the follow-up never happened, I waited a week and made another call to It&#**;s Just H33**3537323530383036H. ******** picks up the phone I informed her that I never received the follow-up, and I met with a match that is not a member. ******** denied the match being a member, and **** denied it later on. ******** told me she will set up a meeting with **** a week after, and that meeting never happened, no meeting; no calls. A meeting was set up for a Thursday when I finally met ****, this is when **** denied the match not being a member. The meeting was basically a general check-in. I asked ******** if they do follow-*** with the men, was told it is confidential. I gave ******** and **** one more chance and called and left a message, ******** texted me asking when they can speak, was contacted by phone at 1:00pm. During the conversation, I asked if I can place her on hold and that is when she started screaming at me saying "We are either going to do this now, or set up a later date." When I tried to put this aside and move forward, ******** was letting go of the situation. She eventually calmed down and told me she has another match. After providing my schedule, she is supposed to call back, and I never heard back. That is our last conversation.

  

  Business response

  08/24/2023

  
  We are writing in response to the complaint made by ****************************  Ms. ***********;became an Its Just Lunch (IJL) client and signed a non-refundable contract with us on 7/7/2023.  Ms. ************************ includes 6 months of active dating time, 3 months of hold and a minimum of 7 date introductions.  A copy of  Ms. *************;signed contract is attached.  It is important to note that **************** is a returning client and worked with us previously in 2015.  
  
  Here are the facts of ******************** membership thus far:
  
  - **************** rejoined It's Just Lunch with a second membership on 7/7/23
  
  - **************** had a welcome back call 7/11/23
  
  - **************** attended her first date on her new membership on Friday, 7/21/23, with **************************************** provided feedback on the date with ****** 7/25/23
  
  -On 8/8/23, **************** attended a matchmaking meeting with one of her matchmakers via Zoom to discuss feedback from her first date in greater detail and to review what to expect moving forward 
  
  -On 8/10/23, **************** was presented with another introduction, *******, which she declined meeting  
  
  -On 8/11/23, Senior Advisor, *******, texted **************** and requested to schedule a call
  
  - On 8/15/23, ******* and **************** had a phone conversation.  During the conversation, **************** became aggressive and began to use inappropriate language.  ****** calmly requested that **************** keep the conversation professional and respectful.  **************** was not able to do this and they agreed to speak at another time.  **************** and ******* reconnected later that day and ******* presented a new introduction, *************  **************** agreed to meet ****** and provided availability for scheduling the date.
  
  -On 8/23/23, ******* reached out to **************** to give her an update on scheduling with ******
  
  On 8/24/23, ******* reached out again to **************** to schedule her date with ****** and to present another introduction, ***********;  
  
  As of this afternoon, we are still waiting to hear back from **************** to schedule and confirm her next two introductions.  ******************** complaint also brought up being matched to non-members and we want to clarify and confirm that her membership does allow us to match her within our database as well as outside our active database, when we deem appropriate.  Most of our clients appreciate this feature, as it widens our matching scope and gives our clients more opportunity.  This feature is outlined in her contract, please see the verbiage below: 
  
  "Semi-private search: Client may be matched both with other members of IJL and with non-members selected specifically for Client (semiprivate search)."
  
  We are excited to have **************** back as a returning client and we look forward to continuing to match her.  
  

  Customer response

  09/06/2023

   
  Complaint: 20502938
  
  I am rejecting this response because: I signed up with Just Lunch approximately the first week of month of July. **** mentioned she has team below her, which they are working together and communicating with **** supervision to find right match. 
  
  After signing the contract, there was no communication No call, No  email, not even text.
  
  The Tuesday a week later I spoke with ***. She mentioned she set up zoom meeting with **** and she mention she will be in meeting too. She also declared; there are great matches.  As per our conversation the goal was she set up the schedule as per my schedule with match and call me back.  Again I did not received any call or any email!
  
  On Thursday of that week I never received the call; am I still meeting with the match or not. I attempt to make call vs they call me to let me know if Im meeting that person!  During my conversation with ***, I realize; she never call the person! Then *** called me set up the last minute meeting!
  
  Just Lunch supposed to call customer and get review of how did the date go? 
  
  I waited a week, I didnt hear from them again. I called them, ******** answered the phone. She said *** is no longer in  this case and I will speak with her. As soon as I mention, they supposed to call me after date. She cut me off  and keep repeating herself about the date/meeting. She also said, she is setting zoom meeting with ****! I told her the meeting supposed to happen last week. She keep insisting the meeting happen after the first date/meeting. The zoom meeting never happened in that week. Again no call no email. 
  
  On August 3rd, I received email from *******; she set up meeting on August 8th at 12:30. I never received call or email link to zoom meeting again. 
  
  I called **** directly, to tell her this is our second time we have scheduled for zoom meeting and I have been stood up. **** said, she doesnt have that in her schedule! 
  
  ******** set up the 3rd zoom meeting a week and half later. **** showed up and all has been said she wants to see I look like the picture. (make sense) This meeting then should happen at the beginning prior to meet the other person. (ANOTHER LIE.) **** didnt show up and I never received any email for first two meeting. 
  
  By the way I asked ******** do you set up zoom meeting with men; if their picture and themselves are same for my own security. She said this is confidential. I cant disclose that??  
  
  I received call from Ivy. I have been setup for date. During conversation I realize, there is something hidden. After asking ***; how old is this gentlemen.  She had  hard time to disclose and trying her best to change the conversation. He is 80 years old man.
  
  I received text from ******* on Friday August 11th. I reply to her text Tuesday August 15th at 1:00 would be good to talk. When we spoke at the beginning of the conversation; I told her Im waiting for the call. I may need to put her on hold for a short time, which it is important. She start yelling and screaming and she said we talk now or  we set up another time. I was trying to explain to her my son is in the hospital; I can receive call at any time. She keep screaming and yelling and cut me off. Not Allowing Me To Talk!!!!
  
  First I am customer. This is not appropriate. The most important my son went to the hospital at that morning. which they are planning to keep him in the hospital for couple nights. I dont have to explain this to anyone. 
  
  To RESPOND TO THEIR QUESTION, I DECLINE 80 YEARS OLD MAN.
  
  Just Lunch charged me $3800.00. I want to cancel and I want my money back. They lied and they didnt perform. They yelled and used inappropriate language. The person they introduce was not member of Just Lunch. The way they present themselves is lie they are not professional. They are scam.
  
  
  
  Sincerely,
  
  *********************

  

  Business response

  09/12/2023

  Our response to Ms. ******* complaint addressed the timeline of her membership and the service that had been provided.  Since that time, **************** went on an additional date on 8/28/23 which was after she filed a complaint with the BBB on 8/21/23.  
  

  We were notified by ****************** banking institution on 8/29/23 that she filed a dispute for her enrollment fee.  We responded to her bank on 9/6/23 and are awaiting their response.  Until the dispute is resolved with ******************** banking institution, her membership has been placed on hold.  

  Customer response

  09/14/2023

   
  Complaint: 20502938
  
  I am rejecting this response because: 

  Just lunch set me up with another person which they asked me to drive to ************; it would have been 2 hours drive for me and less distance for other party. They were forcing me to accept.

  I met the gentlemen. I didnt have good experience. The restaurant was very crowded. Both of us had hard time to hear each other. We had to raise our voice very loud to hear what we said. It was waste of time. I couldnt/didnt have a good experience because of the noise and more.

  I disputed it with my bank. It is accurate. Just lunch was just promise and they dont speak appropriate with customer. They are not honest. 

  I appreciate it.

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

  

  Business response

  09/22/2023

  As our secnd response on 9/12/23 explained, we were notified by ****************** banking institution on 8/29/23 that she was disputing her enrollment fee.  We responded to her bank on 9/6/23 and are awaiting their response and decision on the dispute.  Until the dispute is resolved, ******************** membership has been placed on hold.  ******************** response confirms she did dispute the enrollment fee with her bank.  We are awaiting the decision of her banking institution and will keep her membership on hold until they decide on a resolution.  
  
  
  

• Initial Complaint

  08/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - It's just lunch San Francisco. - Date of Transaction: 4/21/2023 $6600.00, Contract Ref 26231760 - I signed up the matchmaking service based on **** ********** lies. **** ******** 1) gave me 3 guys for me to choose from, 2) Told me the cities that the guys live in. 3) told me these 3 guys' financial status, house, 2nd house etc. - Later I was told that their policy is 1) Do not disclose the cities that the guys live in 2) Do not provide guys' financial status 3) Do not provide 3 guys for me to choose from. Instead they only provide one guy at a time. - The contact was signed based on **** ********** lies. It is fraud. The contract is invalid, should be voided. I request the full refund of $6600.00 - I spoke with Service Manager Hope Rike, she refused to issue refund. I sent email and left voice msg to **** ******* (CEO & Owner). She did not reply. - Please see the details in the attached.

  

  Business response

  08/09/2023

  We are writing in response to the complaint made by Ms. ****** **** .  Ms. **** became an It’s Just Lunch (IJL) client and signed a non-refundable contract with us on 4/21/2023.   Ms. ****'s membership includes 6 months of active dating time, 6 months of hold and a minimum of 8 date introductions.  A copy of  Ms. ****'s signed contract is attached.
  
  We  appreciate the feedback Ms. **** shared on her communications with Lisa. We have explained to Ms. ***** that during the interview process it is not uncommon for a matchmaker to ask about location preferences along with many other things. Although we can't guarantee every introduction will perfectly align with a clients preferences- we do like to note the preferences in the clients file so we are aware of what to focus on. Lisa's intention in the initial conversations she had with Ms. **** was simply to gain a better idea of her preferences.  
  
  
  Once Ms. **** officially became a client and we contacted her with her selected matches, she wanted us to disclose where clients live as well as other details on their financial situation.  We explained to Ms. **** that due to confidentiality we are not able to share her matches geographical location or financial details.  We assured Ms. **** that while we do not share the information, we do take it into consideration when we are selecting her matches.  It was at this point Ms. **** refused to move forward in her membership and her membership was placed on hold.  
  
  
  We have had extensive communication with Ms. **** encouraging her to trust our process and give it a chance but she has refused to move forward but she has refused.  
  
  
  On 7/28/23 we were notified by Ms. ****'s banking institution that she disputed her membership enrollment fee.  We have responded to the dispute Ms. **** filed with her banking institution.  
  
  
  We  emailed Ms. **** on 7/28/23 to inform her we had received the dispute and explained that until the dispute was resolved we will continue to keep her membership on hold. 
  
  
  We value Ms. **** as a client and encourage her to give our process a chance.  
  We hope this matter will be resolved soon.

  Customer response

  08/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

  Customer response

  08/14/2023

  on 4/21/23, before I signed the contract, **** ******** offered me the service as below.
  Gave me 3 guys for me to choose me.
  The cities that that 3 guys live in.
  Told me the members’ financial status, including 2nd house.
  I signed the contract and paid $6600.00
  On 5/17/23, for the first time I was told by Britney Freeman that their company policy is NOT to:
  Disclose the cities their member lives in.
  Share member’s financial status.
  Offer 3 guys to me to choose from.
  Apparently, **** ******** lied to me about their service features to make me sign the contract on 4/21/23. If I was told that they can’t disclose the cities that the guys live in, their financial status, etc., I would have never signed the contract.  The contract was signed based on **** ********’s lies. I didn’t not use any of their service. It is fraud, the contract should be voided. I am requesting the full refund of $6600.00. 
  

  

  Business response

  08/17/2023

  As our first reply stated, We have explained to Ms. **** that during the interview process it is not uncommon for a matchmaker to ask about location preferences and financial circumstances.  This is part of the interview process and is intended to get a better understanding of what a client is looking for.  
  We have explained to Ms. **** that due to confidentiality we are not able to share her matches geographical location or financial details.  We have assured Ms. **** that while we do not share the information, we do take it into consideration when we are selecting her matches. 
  
  On 7/28/23 we were notified by Ms. ****'s banking institution that she disputed her membership enrollment fee.  We have responded to the dispute and are now awaiting a decision from Ms. ****'s banking institution.  In the meantime her membership will remain on hold.

  Customer response

  08/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This type of **** must be stopped.
  I do not agree with owner "standard" response.  "it is common during the interview process for a matchmaker to ask about location preferences" What Lisa ******** did is a ****, that’s why I demand refund.
  - **** gave me 3 choices of guys with the cities that they live in without even asking me for my location preferences. I am the one telling her my location preference and other requirements.
  - Why didn't **** tell me the company policy before telling me to sign the contract?
  - Why didn't **** tell me that she can't tell me the city that members live in?
  - Why didn't **** tell me that she can't discuss the member's financial status?
  - Why didn't **** tell me that she can't give me 3 choices for me to choose from?
  - After I signed up the service, why did 3 of your staff tell me 3 different reasons why they can't set up the date with ****?  
  - After ****, why did **** match me with ****** who is not even in my age requirement?  I asked **** where ****** lives.  Why did again Lisa tell me the city of your member? **** told me that ****** lives in Cupertino. So, this is not trying to get to know my preference. What is your punishment for **** ********? She violated your company policy again.
  - Why did IJL lost in Class Action Lawsuit? That means they have lots of unhappy customers and complains. After they lost in the 1st class action lawsuit, they did the same again, that resulted a 2nd class action lawsuit.
  - They have so many complaints on BBB, Consumer Affairs, ****.  
  - Why didn't IJL instruct your salesperson/matchmaker tell the clients your company policy to the client before signing the contract? Why didn't IJL matchmaker explain the contract to client before signing?
  - Why doesn't' IJL’s contract clearly state what member info that the company not disclosure, client's city, financial status, and everything that you don't disclose.
  Please have IJLSF answer each of my questions.
  
  Sincerely,
  
  ****** ****

  

  Business response

  08/23/2023

  Again, each of our previous responses have addressed Ms. ****’s questions.  Additionally, we have addressed them directly with her when we spoke with her.  While we respect the BBB’s process and goal of aiding both consumers and businesses, there is no new information to provide.  To be sure, we value each of our Clients and their feedback on the experience – both during a membership or after.  Ultimately, we hope that Ms. **** is able to see that we are wanting to move forward with her membership so she can experience the value of it; unfortunately, we are at the mercy of her banking institution and the timing of the decision that is made regarding her dispute.  If the decision results in her membership remaining current, we look forward to Ms. **** giving us the opportunity to continue working with her.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/26/22, *** coerced me into signing a contract & paying for a membership by making false promises. I split the payment between two accounts - ***** Fargo ($*****) & Chase ($*****). When I first reached out, I was extremely clear that I only wanted to learn about their service & did NOT want to start anything w/ them b/c I was going out of state for 2 mo. to receive medical treatment starting 8/31. The woman I spoke to - ***** - was persistent & guaranteed at least 2 dates in the first week, then at least 2/week between then and 8/31, & daily updates on their progress. She kept pushing & promising until I broke down & agreed. After I paid, I heard nothing for many days, then heard they maybe had someone (but that person fit none of my stated criteria)... still, I said I was open to it. I didn't hear from them again for over a week & never got set up for the date. I asked what was going on & they said that "it's a process" & that I was unreasonable to expect them to be faster. Which is messed up, b/c I very literally said I didn't want to sign up & only did b/c they guaranteed I'd go on dates immediately. I asked for a refund. They refused. I filed **************************** Fargo. ***** resolved the dispute in favor of IJL, ***** Fargo resolved it in my favor, meaning WF is not upholding the charge from IJL & put the $***** back on my account. As a result of this, *** has cancelled my membership early and refuses to talk to me. Yet, they wont give me the remaining ***** dollars back that was charged to my Chase account. This is, quite frankly, theft. IJL never delivered any services to me and refuses to deliver any services to me in the future because I won the chargeback with ***** Fargo, but they refuse to give me the rest of my money back. They broke the contract by ending the membership early, so the terms are no longer valid and any clause saying I can't be refunded is void. They're literally holding my money hostage and it's not ok. Please help.

  

  Business response

  01/12/2023

  We are writing in response to the complaint made by *******************  ******************* became an Its Just Lunch (IJL) Client and signed a non-refundable contract with us on 7/28/22.  A copy of her signed contract is attached.

  Instead of using one credit card to pay her enrollment fee as most of our Clients do, Ms.************;chose to use two different cards, paying $2600 per card, to total her $5200 enrollment cost.  

  At no time did anyone guarantee a specific timeline in which ********************** dates would occur, as Clients availability can change and that is outside our control.  ****************** did make us aware that she would be out of state and unavailable to date for a few months and, as a courtesy, we agreed to provide her with complimentary hold time until she returned to ************. 

  On 8/10/22, less than a month after becoming a Client and while her membership was in a complimentary hold status because she was unavailable, ****************** contacted us requesting a refund.  We communicated to ****************** that membership fees are nonrefundable.  It was at this point ****************** became verbally abusive and aggressive with multiple members of our staff.  ****************** made multiple threats of retaliation if we did not refund her enrollment.  We continuously explained that a refund was not an option.  

  On 8/15/22, we received a notification that she had disputed one of the transactions for her enrollment.  We responded to this dispute immediately.  On 9/15, we received a separate dispute notification that she had disputed the second transaction.  We also responded to this dispute immediately.

  In our responses, we provided the facts of Ms. ******** membership and provided copies of the non-refundable contract ****************** signed.   

  We let ****************** know that it would be up to the banks to make a decision on the dispute she decided to file.  We also explained that if, for some reason, one of the disputes was decided in our favor and one was decided in her favor (resulting in a refund of just that portion of her enrollment), that we would only be able to move forward with her membership if the full enrollment fee of $5,200 was paid.  

  On 10/6/22, **************** Manager, *****************, emailed ***************** to notify her that we had received notification that one of the disputes she filed was resolved in our favor and one was still pending.  

  On 11/1/22, **** sent a follow up email to ****************** informing her that we received notification the second dispute had been decided in ********************** favor.  ****'s email outlined ********************** options,explaining that in order to use her membership, ***************** would need to pay the balance of $2,600. Hope gave ****************** until 11/15/22 to pay the balance should she want to use her membership and explained that if the balance was not paid the membership would naturally expire.  ****************** ultimately did not pay the balance due on her enrollment and her membership expired as of 11/15/22.

  We were looking forward to working with ******************; however, we are not able to service a membership that has not been fully paid for.  We are disappointed ****************** chose not to pay her full enrollment which effectively terminated her membership for non-payment.  We wish ****************** the very best moving forward.  

  Customer response

  01/13/2023

   
  Complaint: 18551336
  
  I am rejecting this response because they coerced me into signing the contract, then broke the contract and have been holding my money hostage. This is a duplicitous company that scams people into signing contracts before reading them, not delivering any services on the contract, breaking the contract, and then refusing to refund customers for services that were never rendered. It's borderline theft. 

  
  

  I appreciate that they think it's ok to write this all off as some basic contracts issue; however, they coerced me into singing the contract by making big promises that they never delivered, pressured me to sign before they read it, wouldn't refund me when they didn't deliver the services and then, when I got a chargeback approved by one of the credit card companies I used to pay for the services (that, again, I never got) IJL cancelled my membership early and still refused to give me my money back.

  
  

  To take $2600 from a girl and deliver absolutely nothing is not ok. I need that money back.
  
  Sincerely,
  
  *********************************

  

  Business response

  01/18/2023

  Again, ****************** entered into a legally binding contract when she became a Client with us and agreed to pay a membership enrollment of $5200.  We do not coerceanyone into signing anything; it was ****************** and ****************** alone who made the decision to sign her contract.  We expect our Clients to thoroughly read the contract prior to signing it,just as we would assume anyone would read any legal document prior to signing it.  The fact that ****************** chose not to do this is completely out of our control.  
  
  At this point, ****************** has only paid IJL $2600 of the $5200 she contractually agreed to pay.  She is in breach of contract.  While we legally could have pursued collecting the $2600 still owed by ******************, we gave her the option to pay it or to let her membership expire for non-payment.  ****************** opted not to pay the balance due and to let her membership expire.  We sincerely wish her the best.  

  Customer response

  03/05/2023

   
  Complaint: 18551336
  
  I am rejecting this response because this, quite frankly, is not now contracts work. For starters, any novice lawyer knows that verbal promises are considered contractual obligations, even if they are not included in the written contract as well. I signed the written contract after being lied to and PROMISED two dates within the first week, as well as exceptional customer service. As we know, I received neither of those things. In fact, I was never given a single date. YOU have brached the contract here; you cannot ************** like I am in breach and you do not owe me my money back because **************** agreed that you scammed me out of my money and approved my chargeback. Again, that's not how this works. You cancelled the contract before the stated expiration date and you never arranged a single date for me. Any decent human being, no less business, should understand that the only acceptable thing to do (as well as the only legal thing at this point) is to refund me the rest of my payment for services that were never rendered. I'm not going to pay for something I never got. That just... isn't how business works. You should understand that, especially given the two major class action lawsuits that have been filed against you in the recent years.

   

  The purpose of the BBB is to protect consumers from predatory companies like yourself. You took advantage of me, lied to me, coerced me into signing a contract you never gave me time to read by making false promises that you never delivered on, and now you're somehow acting like it's ok to keep the rest of my money because **************** agreed with me that you guys are fraudsters and scammers, and gave me my money back. 

   

  Do the right thing (both legally and morally) and give me my $2600 back. We all know that this is pennies in the bank for you... but it's a lot of money for me, and you never once rendered a service to me. You can't charge someone for something you never deliver.

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

  

  Business response

  03/07/2023

  ****************** has only paid IJL $2600 of the $5200 she contractually agreed to pay.  She is in breach of contract.  While we legally could have pursued collecting the $2600 owed by ******************, we gave her the option to pay it or to let her membership expire for non-payment.  ****************** opted not to pay the balance due and to let her membership expire.  We sincerely wish ****************** the best.  

  Customer response

  03/07/2023

   
  Complaint: 18551336
  
  I am rejecting this response because I initially paid the full amount until you scammed me. At which point I filed a chargeback and I won (this is not the same thing as simply not paying you). If youre saying the contact is void, then you need to give me my money back. Period. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - Date of transaction: 9/26/22 - Amount of transaction: $3,800 - High caliber dates (jobs, assets, salaries, well mannered, great matching suited to my criteria)- 2 horrible dates neither meeting my criteria, when complained about bad service and wanting refund I am told no and getting ghosted.On September 25th I had a call from a matching from Its Just Lunch (IJL). She gave me a script of IJL and finding a great guy, of great caliber as far as job and status for a future match. Because I am 511 I was told they dont have a lot of guys that are tall so instead pay the $6,800, I pay $3,800. I asked why the membership was so high and expensive and she said they have very high I was very uncomfortable giving my ID information or credit card details. She sent me the contract and said she would stay on the phone till I emailed her the signed copy. She didnt give me a chance to read, she said, everything I had told is on what is on the contract. At no point did she mention the following VERY IMPORTANT THINGS (btw if I was told these three points, I would have never signed up): 1. Its a BLIND match, you dont see the guys photo etc. and purely individual interests. 2-Matches and dates happen every two weeks. 3-You have THREE DAYS to cancel the contract. Here Is the odd part of the contract, only can be cancelled within 3 days but you dont get to go on a date for couple of weeks which is when you really get to see the product (date) so why do they only allow to cancel within 3 dates when you dont get to experience their full service. First date happened 10/8/22 with a morbidly obese man who had NO MANNERS, bad dressed, very loud, rude, ate off his stomach cause he was shoving food in his mouth, spitting on me, dropping drinks on the table because of his size and farting outside. (completely opposite of high caliber that I was promised). First complain 10/8/22, second 10/11/22. Didnt credit me the first date. Instead they set me up for a second date was on 11/18/22. He didn't meet my criteria either. I told IJL they were stringing me along to make the 4 dates I would have for my $3,800 or the 4 month **** to just turn around and say we met our contract and sorry we cant help you. Complained about the date and the matchmaker illegally without telling me taped the conversation and gave it to her boss who called me and told me off next day (11/21/22). I emailed 4 **s and the **** I told them my bad experience and asked for a refund. I heard back from the ** the next day apologizing and saying I will be contacted. Got contacted 11/22/22 by the same. She promised she wasnt but if you look at the timeline they are. I told the supervisor I want a refund and she kept quoting me the ********** law that in ************* I dont qualify for my refund. But they arent meeting their part of the contract and their promise. Supervisor left me message saying they are looking for the next match. 12/21/22, 20 days later to say we cant find matches to my criteria, and they were putting my membership on HOLD. My criteria hasnt changed from 9/26/22 till today and then IJL promised for $3,800 they had a lot of men till I went on dates to realize they have bad matches and men. I was told they are getting 9 men a day by matchmaker.Based on what I was told, they are not meeting their part they promised for men and dates and the quality. And here we are, they are stringing me along for time and 2 very bad dates and both that didnt meet my criteria so how can they say no refund when they arent honoring their part. I am completely being ghosted by them. I contacted the ** again on 12/11/22 asking for refund and bad service. She said I would be contacted but havent heard back. This business is charging high fees for their service (dates) when they arent. When you complain they are ghosting you and keeping your money. They are not doing their part of the contract.

  

  Business response

  01/06/2023

  ***************************** became an Its Just Lunch (IJL) client and signed a legally sound contract with IJLSF, LLC on 9/26/2022. The membership purchased had an enrollment of $3800.00, which guarantees 4 months of active time or 4 date introductions, whichever comes last, 6 months of hold time, and 3 months with up to 5 sessions of Date Smart Coaching.
  
  **************** initially requested information on our services on 9/25/2022 and was provided with all the information regarding our membership, our process, the types of Clients that typically find success with our service and the investment, and the cost. Clients are required to sign a contract outlining the terms of the membership, as well as our policy on refunds. Specifically, that membership fees are non-refundable and that IJL does not issue refundsoutside of the 3-day cancellation window. **************** chose to move forward and become a client, and signed a contract on 9/26/2022 and provided her credit card information to process for the payment of the membership. **************** did not cancel her membership or request to cancel within the 3-day cancellation window.
  
  Since becoming a client on 9/26/2022, **************** has been introduced to 4 matches. On 9/30/2022, we introduced **** and she declined due to height. On 9/30/2022, we introduced a second match, *******, who she physically met on 10/8/2022. We followed up for feedback and spoke with *************** on 10/10/22. On 11/10/2022, we introduced ***********, who she declined due to height and then agreed to meet. We were unable to move forward with coordinating this date,however, as *********** became unavailable to schedule the date. On 11/8/2022,we introduced ******, who she met physically on 11/18/2022 - We followed up for feedback and spoke with **************** on 11/21/2022.
  
  This process of obtaining feedback and using it as a guide as we move forward is one of the building blocks of how our matchmakers work with our Clients.  Every date will not perfectly fit anyones specific needsand we dont guarantee they will.  In fact, ******************** signed agreement states that: "Client recognizes that matchmaking is not a science, and the purpose of a date is to determine if there is "chemistry" between two IJL members. IJL makes no guarantees regarding compatibility between the Client and any other IJL member. Client realizes that he/she will not like every match and that every match will not like Client."
  
  Our team has been in constant contact with **************** and we have documentation of all contact made with her from the in-depth client interview with her Matchmaker, to the initial welcome phone call where our process was once again reviewed with her, the multiple match introductions, feedback discussions, and client relation check ins, i.e., a phone conversations with our ************** Manager on 11/22/2023 and 11/23/2023, and membership status updates, via voice messages, on 12/1/2022, 12/15/2022, and 12/30/2022. In an effort to provide good customer service, we have made multiple exceptions in her membership, such as adding an additional month of active time and providing complimentary hold time. The last conversation with the ************** Manager ended on a positive note where **************** shared that she felt good about moving forward with her membership.
  
  We look forward to working with **************** and will support her throughout her dating journey.
  
  Please let us know if you need any additional information regarding this matter.
  
  Thank you for your time.
  

  Customer response

  01/13/2023

   
  Complaint: 18626038
  
  I am rejecting this response because:

  When they claim they made me 4 introductions, only 2 were within my criteria and 2 weren't. They just want to show they are doing introductions but this is not what they promised. Matches are based on what I (client asked). I never asked for an obese guy which is **** or an skinny nerdy guy. I was very specific in my meetings with all the group on what I wanted even before I paid. They promised they had all those things I was asking for yet when it came time do to the introductions they failed every time. 

  The calls on 12/15 and 12/30 were from private numbers. I was surprised it was them and they left a message instead of emailing me. I didn't know it was them calling. One call on the 12/15 was saying they were putting my account on hold as they can't find me my matches based on my criteria and second call came after they received the complain from BBB and they call saying they are still looking for matches. Why are they looking for matches if i am on "hold" this is just to show agencies they are calling me. 

  Also, they haven't made any exceptions for me, this is the first I am hearing about this. There is nothing they made exceptions too. They aren't providing me additional month as an exception, they are only giving me that cause I was out of the country on vacation and that is part of their service is to give me that time back. I sent them an email and the supervisor said they do that. And the complimentary hold is not an exception they are specifically giving me because one of the man they matched me with went on hold before we could meet and I was told members can put memberships on hold for whatever reason i.e. could be for work, or like me leaving the country or they found someone. 

  These guys are just stalling and making it sound like they are doing some special service for me when they aren't. By the way, when they were in good terms with me before they ghosted me, they always called from their ************* listed number. The last two shockingly were from private numbers so they can't say they attempted to call me when I didn't even know it was them. 

  Please don't let this company fool you. I have seen a lot of complaints about them online and their responses if any are "your membership is out of contract date, we can't help you". I even told them on several occasions they were stalling my membership for time to just meet one of the two categories of 4 dates for 4 months. 

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

  

  Business response

  01/20/2023

  When **************** spoke with our ************** Manager on 11/23/2022, the terms of her membership agreement were reviewed and **************** understood that the membership guarantees 4 months of active time or 4 date introductions, whichever comes last. She also understood that a date introduction is defined as any selected match that fits Client's preferred criteria discussed during the initial interview, with respect to age, religion and parental status, and that each date introduction was 100% in alignment with ******************** preferred criteria.  

  **************** emailed a request to place her membership on hold while on vacation 10/15/2022 through 10/26/2022, however, we did not deduct from the 6 months of built in hold time,and provided **************** with a complimentary hold. On 11/23/2022, **************** was made aware and accepted an additional month of active time which exceeds the 11 days she was away on vacation; we never offered to place the membership on hold due to lack of match availability.To further support ******************** dating journey, and to maximize the membership, we are currently preserving active time by placing the membership on a complimentary hold. 

  On 12/15/2022, our ************** Manager left a voicemail informing **************** of a courtesy hold as we continue to actively consider matches on her behalf.  On 12/30, ******************* Client Advisor followed up by leaving a voicemail with a courtesy update. At no point did we receive communication from *****************

  We have recently finalized and called **************** with a new match introduction. We look forward to hearing back and are excited to coordinate ******************** next date!

  Customer response

  01/24/2023

   
  Complaint: 18626038
  
  I am rejecting this response because:
  

  These guys seem to come with new ways to make excuses for their behavior. First of all I was told 4 dates not 4 introductions. And as far as the interview and my criterias that is where I am complaining because I kept getting excuses that I was too tall and that average men in ********** are 5'8-5'10. What!!!! They knew about my height before I signed up and then after I signed up I kept getting told I was tall, well my height hasn't changed. The other criteria I was very specific about is that I only wanted to be matched with single men NOT divorced or widowed or had any kids. That was another complaint i kept getting from that after I had signed  is that I was being picky and selection was small for single men matching my critieria yet to get me to sign up I was told by the sales match maker lady "we have a lot of single men that meet your criteria, I just talked to 9 men today." Yet not that I have signed up I am hearing otherwise. That is part of my complaint about this company is that they advertise one thing and once you sign up its something else. I even in an email complained to them stop telling me I am too tall. And two of the introductions to me the guys were divorced and they said I had slim pickings so either date them or go on hold. 

   

  Speaking of going on hold, they are making it sound like they are doing me a favor. I told them I was leaving the country on vacation they offered the hold I didn't ask, i was just saying don't contact me within "these dates". When things escalated the supervisor mentioned or we will put you on hold. 

   

  And the two calls they are mentioned on 12/15 and 12/30 were both from private numbers which I mentioned on a previous email with BBB and that is why I didn't answer. For the first call on 12/15, it was the supervisor/manager saying they were putting me on hold as they weren't finding me matches. After I filed a complaint with BBB out of nowhere was the second phone call from a private number on 12/30 message saying we are looking for matches. How is it I go on hold on the 15th and after my complaint on the 30th miraculously  they are looking for matches. BTW, when I had last spoken to the manager I specifically asked how is dating during the holidays and she had said its slow cause people tend to travel or have time off. Yet i get a call like i said miraculously out of nowhere after I complained with BBB that were looking. Yet it took them till Jan 19th to call and leave me another message saying they found me a match. I was very busy with work so I emailed back and let the client advisor know i was getting over covid and hadn't retested to see if I was negative so she replied back I will put you on hold till you are feeling better. These guys are randomly deciding on their own when to put me on hold and not yet with their replies to BBB they make it sound like they are doing me all these courtesy holds and favors when I never asked for any, they decide on their own.

  Again, if you go online and look up complaints IJL there are a lot and most of them they disregard because they are out of the contract period. This is why I am taking advantage of while in my contract period to complain about this. For what they offered and what I am getting they are very different things. The two men I went out on dates with were far from my criteria and they are just buying time to say they are fullfilling their contract when like they mention we went over specifics such has height, age, religion, looks, dressing, parental status and much more. They haven't done the best. When I asked why they are doing blind matches they are saying its based on interests not looks which is BS because you can't match people based on paper cause i told them the second date and I had nothing in common and he sounded boring. They made excuses which they seem to do very well. I even said since you see photos of us please make sure to match with attractive guys cause they won't show me and let me tell you both men were nerds and basically rejects with paychecks. Second guy didn't even have a job and i was very clear I wanted someone making at least $50K more then me and off course employed. These guys are playing with words in every email. Bottom line they are not providing what they promise in their advertisement to me and the interviews i did with them.

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

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 28, 2022, I reached out to IJL to inquire about their services and was connected with *****. After sharing more with me about what they do (and making claims that I now know are false about their services), she asked me to pay. I said I might be interested in the future, but that I would be going out of town in less than a month for 7 weeks, and that it didn't seem like there was enough time between now and when I was leaving for a membership to make sense. ***** convinced me this was not the case, citing the names of two people she already wanted to connect me with and *promising* that I would be set up on dates with both of them the following week. She said that if neither of them worked, I'd have at least two more dates the following week. I had shared with her before my negative experiences with another dating service that did not provide many dates, and she said that they're very different at IJL, that I'll be going on multiple dates every week, and that it would be easy for them to deliver. I kept pressing, but she convinced me that I would be taken care of in this way, and so I somewhat begrudgingly signed up. She verbally guaranteed my complete satisfaction. While we were on the phone, she sent me a contract to sign and didn't give me time to read through it. She kept saying she needed me to sign it right then and there so that they could get started. Feeling the pressure to do this and trusting her promises, I signed. ***** got my availability for the next week and told me that someone would call me on Monday 8/1 to tell me when my first two dates were. On 8/1 I spoke with another associate at IJL who told me about the guys and promised she'd have their availability in 48 hours. I never heard back. Frustrated, I reached out and they completely stonewalled me and walked back all their promises. I kindly asked for a refund and they fully disrespected me, hung up on me, and said no. They coerced me into a membership by making false promises.

  

  Business response

  08/25/2022

  ************************************* became an Its Just Lunch (IJL) client and signed a legally sound contract with IJLSF, LLC on 7/29/2022. The membership purchased had an enrollment of $5200.00, which guarantees 6 months of active time or 6 date introductions, whichever comes last.

  
  ****************** initially requested more information on our services on 7/27/2022 and was provided with all the information regarding our membership, our process and the cost and she chose to move forward and become a client and signed a contract on 7/29/2022.  Clients are required to sign a contract outlining the terms of the membership, as well as our policy on refunds.  Specifically, that membership fees are non-refundable and that IJL does not issue refunds outside of the 3-day cancellation window. ****************** signed the contract on 7/29/2022 and provided her credit card information to process for the payment of the membership, and ****************** did not cancel her membership or request to cancel within the 3-day cancellation window. The complaint states that ****************** was promised that she would be set up on 2 dates the following week this is 100% false. Dates are confirmed and scheduled based on the availability of both clients, in which we give a courtesy of 3 business days to provide us with.

  
  Since becoming a Client on 7/29/2022, ****************** has used our services and engaged with the staff regarding each step of her membership thus far from the in-depth client interview with her Matchmaker, to the initial welcome phone call where our process was once again reviewed with her, to providing her calendar availability to schedule her first date, to the multiple courtesy check-ins updating her on where we are with scheduling; i.e., a phone check in from her matchmaker, *****, on 8/2, a text check in from her Client Advisor, Moneisha, on 8/3, a phone and email check in with Moneisha on 8/9.  We continued to attempt to have several conversations with ****************** on 8/10, however, we were met with aggression each time. We have documentation of all contact made with her and have attempted to move forward. We would like to continue working with ****************** and also offered complimentary hold time while she is away during upcoming travel. We know that with patience and a willingness to give this a chance, she can be successful with us.
  

  Please let us know if you need any additional information regarding this matter.

  Thank you for your time.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The time line of unprofessional interactions and the service promised has been received. Emails and texts unanswered. Very poor communication with the office October 12 th i paid in full thousands of dollars 2 weeks later my first date was a very inappropriate match No common interests and lack of any actual match work was done. I had to leave the lunch midway.I received a copy of my bio that was very unprofessional and had grammar errors to the point i had to rewrite it.It is now mid December and after no return communication i have not been on a second date and have received notice that my membership will expire in February.An unacceptable way to do business.I am kindly asking for a full refund immediately

  

  Business response

  01/17/2022

  Upon receiving this complaint, we immediately reached out to Ms. *********.  She let us know that this was a complaint that she had previously submitted prior to a conversation with her matchmaker, *****, where they discussed any concerns that she had at that time. During their discussion (which occurred right before the holiday season), they put a plan together for moving forward and everything was resolved. Because we provide a service that is personal, subjective and not an exact science, we're committed to open dialogue with our clients about any concerns and working together to ensure they have the best experience possible. ***** and the rest of the team and very happy to have ********************** as a client and we're excited to be moving forward.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Despite fluctuating situations in the dating world due to the availability of potential candidates and its timing, business practices can still occur with honesty, authenticity, and with good faith. Customer signed the contract on 6/14/2021 with Its Just Lunch (IJL), ************* with the promise that IJL will provide date introductions within the criteria requested. The recruiting matchmaker *********************** promised introductions of quality men within Customers criteria. Customer paid $4,200, with six date introductions in six months ($700 per date introduction). Customer had two introductions but none of them fit into the criteria. Furthermore, Customer received a very poor customer service from *********************************, ************** Manager, who made the customer feel threatened, abused, and mistreated. Without consulting with Customer, Moneisha emailed Customer on 10/25/2021 stating that IJL has put Customers membership on hold, saying Customer was unreachable. Furthermore, membership on hold will naturally expire in Jan. 2022 regardless of the remaining dates. Customer showed evidence of her return call but nothing changed. Customer requested a possible talk with CEO, and gave IJL 13 days to respond by 11/10/2021 to Customers question as to whether IJL has candidates that fit the Customers criteria. Due to no response from IJL, based on the contract, Customer requested ending the contract and requested a refund back to her credit card. This was adamantly rejected by the ************** Manager who only responded after business hours at 6:32PM on the last day. Customer has suffered greatly due to IJLs breaching the contract, no good faith business practices, and violation of Consumer Law and consumer rights. $4,200 is hard-earned money made through Customers hard work, cutting sleeping hours and going an extra mile despite challenges. The hard-earned money deserves better than paying for bad business practices, e.g. ************* and to wrong people.

  

  Business response

  12/14/2021

  To whom it may concern,
  We are writing in response to the complaint made by *************************.  ********** became an Its Just Lunch (IJL) client and signed a non-refundable contract with us on 6/11/2021. A copy of her signed contract is attached.
  ********** purchased a membership with six (6) months of active dating time and (6) introductions, whichever comes last;********** attended two dates with the three introductions she received during her time as an active client with us. 
  Ms. Hurs membership guaranteed introductions; specifically, that the introductions will, be within the criteria provided by Client at the time of join with respect to age, religion and parental status.  There are no other characteristics of a match that are guaranteed. 
  The two dates that ********** attended were with introductions that fit the age, religion and parental status discussed during her interview.  ********** was presented with a third introduction and did not want to meet him due to his ethnicity (which is not a guaranteed criteria).
  In her complaint, ********** states that she felt threatened, abused and mistreated. These are very strong words and we disagree with this mischaracterization of our communication with her.  Specifically, ********** stated to us that she felt we were, threatening a customer with an unreasonable regulation when we let her know that email communication with clients is limited to call requests, date confirmation, hold notification, and scheduling only.  This isnt a threat its an explanation of our business practices that we wanted to ensure she was aware of. 
  We contacted ********** by phone which is our standard business practice and has been since 1991.  We requested that she call us back multiples times.  When we are reaching out to a Client and they arent calling back, we have the option to place the membership on a courtesy hold that protects their membership and ensures that we arent unwantedly calling the Client when they are not available to date.  This is a courtesy were disappointed that ********** felt that this was anything but.
  (As were sure the BBB can appreciate, the *** does not have any involvement in the day-to-day operations of the business and our team never indicated that finding matches was difficult.) 
  As of 12/6, we have contacted ********** and have come to a mutual agreement on the membership and best next steps. 
  Please let us know if there is anything additional that is needed regarding this complaint.

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 19, 2021, I signed a contract with It's Just Lunch. This was after speaking to matchmaker ************************* for several hours over several different times on the phone where she quoted a success rate of 80%. She also said that the way that It's Just Lunch processed matches (with everyone being paid customers) was the only way that was successful. Other matchmakers who paired you with dates who were not paid customers was not a successful business model. She said that method does not work.It turns out she was lying the whole time because as soon as the contract was signed, **** tried to push me into their premium service where they try to find you dates outside of the system! This is contrary to everything she was quoting me. If their business model (only paid customers being setup on matches) was successful, why would she try to sell me into a premium service where they set you up on dates with people who are not paid customers. The complete opposite of the contract I paid for.

  

  Business response

  09/13/2021

  To whom it *** concern,
  We are writing in response to the complaint made by *********************************.  ************** became an Its Just Lunch (IJL) client and signed a non-refundable contract with us on 3/19/2021. A copy of her signed contract is attached.
  ************** purchased a membership with eight introductions and has attended six introductions since becoming a client in March of this year.  Out of those six matches, she has exchanged contact information with four of them and has seen three of them a second time. 
  In her complaint, ************** references hearing about our premium service at some point during her membership.  It is true that we have a higher level of membership that *** be explored as an option after weve worked with someone as a client and had the opportunity to learn even more about them and their dating preferences.  One feature of this level of membership is that we are able to introduce them to singles that we meet through our vast network, which can include people that are not currently clients, yet have been thoroughly vetted and take their search for a partner just as seriously as our clients do. This is extremely different than using one of the hundreds of sites/apps/teams that interacts only with non-paying singles that arent looking for a serious relationship, which is exactly what **** was referring to.
  All memberships are non-refundable.  Ms. ****** membership is currently on hold and available for her to reactivate.

  Customer response

  09/14/2021

   
  Complaint: 15829723
  
  I am rejecting this response because *************************, a representative of It's Just Lunch, lied about the success of the matchmaking services in order to get me to sign a nonrefundable contract. Then once I already paid, tried to upsell me into their premium level. 

  
  

  Prior to me signing the contract, I did an abundance of due diligence, comparing matchmaking services. When I shared this with ****, she said, "Those other matchmaking services (where you are matched with clients who are not paying members) are unsuccessful! It does not work! We've seen this first-hand." 

  
  

  As a result of these conversations, I took her at her word and signed with It's Just Lunch. To my shock, soon after working with ****, she tried to sell me into that same exact premium service that she told me does not work! 

  
  

  Bottom line, I went into contract fraudulently, signing with **** and It's Just Lunch erroneously believing they have an 80% success rate which is a lie. I will not let this go. I am asking for a partial refund which I feel is more than fair despite being completely scammed by this matchmaking service. 

  
  

  Sincerely,

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

*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. ↩