It's Just Lunch Worst Customer Service - Did Not Deliver; won't refund my money Miramar Florida

Don’t do it – the worst customer service experience I have ever had.  I signed up for It’s Just Lunch (IJL) on 05/24/19 and paid $4000 for a platinum membership which guarantees either 14 dates or 16 months of service.  I had my first date on 07/01/19 and my second date on 08/07/19. 

My second date was better than the first and we went out a few times but ultimately it wasn’t a good match.  On 09/16/19 I emailed that I was ready for my next date and a matchmaker called me to say they would have something to show me soon.  This was a different matchmaker than I was initially assigned which I took to be a good sign since the first one was very unresponsive. 

I then heard nothing from IJL and I emailed that I wanted to speak to someone about cancelling my membership on 11/13/19.  I did not receive a response until 11/20/19 which was via email.  I called on 11/21/19 and asked to speak to a manager.  I sent another email on 11/25/19 asking when I could expect to hear from a manager. 

The following day, I spoke to a manager and asked for a refund.  She informed me she would talk with the team to see how they could accommodate me.  She said I would hear within a few days.  I finally received a voice mail on 12/13/19 to call in.  I called and had no response.  Today (01/06/20), the manager (Julie) called and said they wanted to give me a $500 good faith payment and keep looking for dates for me. 

I declined and said I was having better luck finding dates on my own and wanted to be refunded.  My contract indicates if IJL cannot find dates, they will refund the money minus a $500 interview processing charge.  I paid $4000 for 14 dates ($285 per date).  I had 2 ($570). 

Based on this, I’d like to be refunded $2930.  This company seems very incompetent.  They are dismissive, difficult to contact, and don’t follow through.  This has been one of the worst customer service experiences I have ever had – not at all the concierge service I was expecting with such a large fee.

After the conversation today, the manager sent me the following in email: “We always strive to provide a positive dating experience and ensure our clients are having success in their dating lives.  Client satisfaction is of the utmost importance and we appreciate your bringing any matter to our attention. We are constantly looking to improve service to our clients and your feedback in this regard is greatly appreciated.”  Unfortunately nothing I experienced proved any of these statements to be true.