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Business Profile

Dating Services

Soulmate.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dating Services.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/18/2024

    Type:Product Issues
    Status:
    Answered
    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.
    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

    Date: 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

    Date: 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 

Soulmate.com is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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