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It's Just Lunch!

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"It's Just Lunch" is a matchmaking franchise that proclaims it "sets up busy, professional singles with potential partners for lunch dates based on personal interviews instead of the much maligned introduction videos or online dating pools." There are about 30 franchisees around the country and the company takes credit for about 9,500 marriages. But not everyone's throwing bouquets, as the complaints in this section show.

Of course, complaints don't tell the whole story. Some customers are happy.

Company Response

March 18, 2008

Dear Consumer Affairs,

Thank you for the opportunity to discuss our company, It’s Just Lunch, and Consumer Affairs. We appreciate that Consumer Affairs provides a forum for consumers to voice opinions, and we are pleased you have given us this opportunity to respond to the comments about our company on this site.

It’s Just Lunch has built its track record of more than 16 years of consistent success through frequent and open communication with our clients. In 2007 alone, we arranged over 250,000 dates in over 100 cities around the world. Maintaining an open dialog with clients is a crucial part of how It’s Just Lunch identifies good matches and delivers a client experience that meets or exceeds expectations. Our contracts have specific parameters that help define our role, prepare clients for what to expect and explain our obligations to our clients. We speak with each client before and after every date, both to learn more about their experience, and to create a direct and proactive feedback loop to ensure a smooth process.

We work to find compatible matches for all our clients. In fact, our corporate policy is to only accept clients whose expectations we believe we can meet, and who we are confident we can place for the contractually agreed number of dates. Customer satisfaction is the bedrock of our business – approximately 25% of our business comes from either repeat clients or customer referrals.

We would encourage our clients who have a complaint to contact their local office (most of which are independently owned and managed) so they can solve the issue as soon as possible. If clients have spoken with the owner of their local offices and remain unhappy with the service they are receiving, they should call us directly at the It’s Just Lunch Support Office at 760-779-0101. We can’t fix the problem if we don’t know about it!!

We have attempted to resolve as many of the cases listed on this website as possible. We have already turned many of these unhappy customers into satisfied customers and will continue to do so in the future. And our desire to proactively satisfy our clients doesn’t stop there. For example, each month, It’s Just Lunch researches Better Business Bureau reports in each city we have an office, and it is rare that we turn up a problem across our hundreds of thousands of former and current customers.

Although matchmaking can be more of an art than a science, our professional staff and time-tested screening and interview process produces wonderful dates and relationships for our clients. We are proud of our record of providing an outstanding matchmaking experience to hundreds of thousands of clients over the last 16 years, and we will continue to strive to ensure the best client experience possible.

Sincerely,

Irene LaCota
President

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