As more people turn to matchmaking services in search of companionship, the Consumer Council has reported a growing number of complaints, highlighting a widening gap between promised outcomes and actual experiences.
The watchdog said it received a record 88 complaints related to dating services in the first 11 months of this year. Between 2022 and November this year, a total of 268 complaints were recorded, involving issues such as recommended candidates failing to meet stated requirements and inconsistent member quality.
In one case, a woman in her 40s earning more than HK$3 million annually paid HK$70,000 for a matchmaking service that promised suitable introductions and eight one-on-one dates.
Within the first year, the agency provided 18 candidate recommendations, none of whom fully met her stated criteria. Dissatisfied with paying nearly HK$10,000 per unsuitable match, she sought the Consumer Council’s assistance to cancel the contract and obtain a full refund.
The company responded by citing contractual terms stating it did not guarantee all recommended candidates would perfectly match clients’ criteria. It defended its matching system, saying it aimed for at least 80 percent compatibility based on factors such as income, age, and interests.
As the agency denied breaching the contract and indicated it would continue providing services, the complainant was advised to consider seeking independent legal advice.
In another case, a parent paid HK$2,000 for a matching service after staff verbally promised to introduce their son to female members of a similar age until he married.
However, after several meetings, the complainant found that four of the three matches provided fell outside the agreed age range. The company later suggested expanding the search to include non-local matches, hinting that successful pairings might require betrothal money amounting to tens of thousands of dollars.
The complainant rejected the proposal and sought the Council’s intervention. Following mediation, the agency agreed to terminate the membership and offered an HK$800 refund.
Separately, a dating app user paid HK$378 for a three-month premium membership and was later contacted by a woman who used different names across the app and messaging platforms.
Although the woman expressed willingness to meet in person, she requested a HK$500 bank transfer. Suspecting inadequate user verification, the man requested to terminate his membership and obtain a refund for the remaining period. After the Consumer Council intervened, the app operator agreed to issue a full refund.
The Consumer Council urged the dating and matchmaking industry to enhance transparency in screening potential candidates, uphold integrity, and refrain from making promises that cannot be fulfilled.
It also reminded consumers to manage their expectations, noting that no dating service can guarantee a perfect match, and advised users to remain vigilant when using dating apps to avoid falling victim to online romance scams.
