Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The site doesn't work. After completing text profile prompts and date of birth, won't allow photos to upload, won't allow me to load terms of service, won't allow search or matches -- none of the tabs work. The site should be fixed or taken down. It certainly shouldn't have an A+ rating. There's no way to delete my profile and account. I'd like them taken down please.

  Business response

  11/18/2024

  Dear ***,
  
  Thank you for reaching out and sharing your experience with us. We value your feedback and regret any inconvenience you encountered. Our goal is to create a safe and enjoyable space for all our members, and we're here to support you.
  
  To address the issues you mentioned:
  
  1. Photo Uploads: Photos larger than 5 MB are restricted to maintain site performance. On 11/17/2024, we requested via email that you send us your photos for manual processing to ensure a seamless experience. We have not received your response or photos.
  
  2. App Access: During the profile review process, the app is temporarily inaccessible for security reasons. Your profile was created on 11/17/2024 and approved under 3 hours, after which you were able to access the app and all the app tabs.
  
  3. Account Closure: Account closure is detailed in our "Termination of ********.com Services" section of the ToS. Users can close their accounts via settings or by contacting support. We confirm that you closed your account on 11/18/2024, and we also sent you a confirmation email. 
  
  4. Legal content: Our terms of service, privacy and other policies are publicly accessible at all the time. You can review them at the following links:
   - *******************************************
   - *****************************************
   - ****************************************
  
  
  We take your feedback seriously and are committed to constantly improving our platform. For any further assistance, please feel free to reach out to us at support@********.com 
  
  Thank you for the opportunity to assist and clarify.
  
  Warm regards,  
  Sravan
  ********.com 
  
  

  Business response

  11/18/2024

  To the Better Business Bureau,
  
  We appreciate the opportunity to clarify this customer’s experience on ********.com:
  
   - Photo Uploads: The customer encountered difficulty uploading photos due to the size restriction of 5 MB. On 11/17/2024, we requested the customer send photos via email for manual processing with no response.
   - App Access: The customer’s profile was under the standard review process for about 3 hours, during which app features were restricted for security. The profile was approved on 11/17/2024, granting full access.
   - Account Closure: The customer reported issues with closing their account. As outlined in our Terms of Service, accounts can be closed via settings or with customer support. We can also confirm that the customer was able to close his account on 11/18/2024.
  
  We understand that not all customers appreciate the review process and the time it can take, during which the app is inaccessible, and some may become frustrated and wish to close their accounts. We are committed to providing clear communication and support to all our members.
  
  Attached (******* and JPG) demonstrates our communication with this customer, showing that we were trying our best to help and resolve their concerns.
  
  Sincerely, 
  Sravan
  ********.com 

*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. ↩