Business ProfileforNon Stop Connections

In March 2020, BBB contacted this firm concerning several claims on its website.

The statement "We are also actively involved in helping inmates find employment, positive programing [sic] and housing when available in their area upon their release" appears at the website's Home page.  According to the BBB Code of Advertising, the primary responsibility for truthful and non-deceptive advertising rests with the advertiser. Advertisers should be prepared to substantiate any objective claims or offers made before publication or broadcast. Upon request, they should present such substantiation promptly to the advertising medium or BBB.  BBB requested that the company provide substantiation of these programs and services. The company did not provide substantiation.

The firm's website includes photographs of four couples. One of these photos has the caption "I found my future husband at NONSTOP Connections."  Advertising which uses testimonials or endorsements is likely to mislead or confuse if the advertiser represents, directly or by implication, that the endorser is an “actual consumer” when such is not the case and the advertisement fails to clearly and conspicuously disclose that fact.  BBB requested that the company provide substantiation that this statement is from an actual customer, but did not receive the requested proof. 

The company's website and online order form state: "Owned by the #1 Chatline in America! There's no better Pen-Pal offer on the planet!"  The BBB Code of Advertising states that superlative statements in advertisements about the tangible qualities and performance values of a product or service are objective claims for which the advertiser must possess substantiation as they can be based upon accepted standards or tests. The company did not provide the requested documentation in support of these claims.

The online order form also states: "We are the only pen-pal sevice [sic] with a money back guarntee! [sic] We guarantee results! Money Back Guarantee: If you are not completely satisfied with your order within 10 days after they are shipped to you, simply return all photos and info in their original envelopes along with an explanation of why you are not satisfied, and we will return your money in full once we cancel your ad, no questions asked!"  According to the BBB Code of Advertising, advertisers should only use “satisfaction guarantee,” “money back guarantee,” or similar representations in advertising if the seller refunds the full purchase price of the advertised product or service at the consumer's request.  Complaints on file with BBB indicate that consumers have had difficulty in obtaining refunds. In one complaint in particular, the firm stated "We will send the consumer a settlement of either a refund or new pen pals AFTER we investigate whether there was contact made between him and ANY of the females. If he has talked to just one, or wrote letters to ANY, no refund will be given as stated in our rules and guidelines."  BBB asked the company if the refund policy posted on its order form had changed, and if so, requested that the current rules and guidelines be clearly and conspicuously disclosed wherever they are advertised.  BBB also requested that the firm provide substantiation of guaranteed results. The company did not address the refund policy or provide the requested substantiation.