Good Events, Poor Customer Service, Aren't Straightforward with their Intentions
Good Events, Poor Customer Service.
MatzoBall provides online speed dating events and a concierge dating service. Their goal is to upset you to their dating service.
This is goal is reflected in the following ways:
When you sign up on their mailing list, you get re-directed to a page saying, "thank you for signing up for your call." In other words, you've been added to their upsetting call-list. I suggest that they have a checkbox asking your permission to be added to a call-list for their dating concierge service on their mailing list sign-up service. They don't, therefore they are sketchy, and not straightforward as a company with their intentions. Or, at a minimum, don't provide a seamless sign-up user experience. More on that below.
I signed up for their December 2020 Matzoball, enjoyed their online platform experience, but never got any matches afterwards.
A rep calls me in January with the intention of selling me a concierge dating service package. I tell them about my dissatisfaction with my December experience. They apologize, tell me there's a glitch, and give me a free ticket to February 2021's event.
I attend February 2021's event on Filter Off, participate no problem, get their matches.
March 20th. It's 2:56pm and I'm signing in to the event that I paid for, and I can't access the event. I try Google Chrome, Safari, try the app on my phone. Nowhere does it say log into the event. Now, I concede that I didn't enter my event code into the app before the event. But it shouldn't even be necessary: my payment alone should enable me to log into the event 5 minutes before, and click login.
I email the address that sends out the event reminders - no response. I reach out to support via the Matzoball website online live chat - no response. I reach out to Live Filter - no response. I send the email address listed on their website a message asking for support - whoops, their email is mis-configured. I call them at their phone number on their webpage and leave a detailed message. Whoops - there is no live customer support at the time of the event, outside the parameters of the web host helping you out.
For the experience that MatzoBall provides, and their history in the industry, I request that they do better by doing the following things:
1) Providing clear instructions during the sign-up process, post payment. If I MUST log into the app at least one hour before, and enter the code they email to me upon payment to officially reserve my spot a second time, then so be it, I want me and my fellow speed daters to know that up front, unmistakably, in writing.
2) Providing timely, professional, live support via their website live chat service and email account for the two hours before their event, and one hour into the event, to allow customers like myself experiencing technical difficulties to get into the event, even if it is last minute. A happy customer is a repeat customer.
3) Providing refunds, free service, and/or technical support service independent of trying to sell the dating concierge package. Those calls leave me feeling manipulated, and I wouldn't be surprised if me signing up for the mailing list results in me getting another sales call in a month or two, despite me requesting the rep put me on the do not call list on Friday.
I write this review in order to improve the service of the company, and to forewarn my fellow Jewish online speed daters: if things stay as they are, don't expect professional, straight, and timely customer service from these guys. Look elsewhere for that.
My patience is wearing thing with this organization. Improvements will need to be made to keep me as a customer.