Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recruited to participate in an hour-long discussion on home furnishings with the Toluna company. This was an online chat on the ****** platform and we were supposed to be compensated with a $40 gift card after 2 weeks. I have sent several emails with zero response. I have participated in countless discussions like this and have never been ignored and disrespected in this way by a market research company. I have copied and pasted the email below.
  
  _____________________________________________________________________________
  
  Dear Sir/Madam,
  
  We have recently been looking for participants who are interested in joining an online discussion about home furnishing products.
  
  We are happy to let you know that you have been selected for this fun and interactive discussion with 69other participants. The online discussion is based on chat which means we will ask you to type your answers (no video).
  
  The online discussion will take place on June19 11AM EDT (8AM PDT).
  
  Please note this time on your agenda.
  
  One hour before the session takes place, we will send you a link that will lead you to the online platform.
  
  The platform will be open 15 minutes before the session.To join the discussion, you need to log in from desktop/laptop/tablet device. Please note that you will be unable to join the discussion using a mobile device. Please note that we only have space for the first 70 participants so please be on time to ensure your spot.
  
  After completing the online discussion, you will receive a reward of 40 dollarvoucher (e.g. ******) or in form of panel points.You will be qualified to receive this reward if you fully participate in the discussion. You will receive your reward within the next two weeks.
  
  We’re looking forward to seeing you on the platform!
  
  Kind regards,
  
  *****

  Customer Answer

  Date: 07/21/2025

  They have sent my ****** email gift card.  It has been resolved.  Thank you for your assistance. 

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Toluna sent me surveys, credited my account. I cashed out weeks ago and no gift card was received. I contacted them many times. They tell me to check my spam. It’s obviously not there. I’ve sent three complaints to them. I presume it’s a scam.

  Business Response

  Date: 07/07/2025

  Hello *****,
  
  Thank you
  for reaching out, and we sincerely apologize for the delay and frustration
  you've experienced. We completely understand how disappointing it must be to
  wait so long after spending your valuable time completing surveys with us.
  
  We want to
  assure you that your $25 gift card reward was sent out to your e-mail address
  on July 1st from ***********************************.
  It should have already arrived in your inbox. Please also check your spam or
  promotions folder, just in case. To make sure future emails land safely in your
  inbox, we recommend adding this address to your contacts or safelist.
  
  To make sure
  you do not miss out on your reward, we have manually resent you the e-mail once
  again.
  
  If you have
  any other concerns or need further assistance, don’t hesitate to reach out to
  our customer support team.
  Warm
  regards,
  The Toluna Team

  Customer Answer

  Date: 07/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Amazing how once they heard from BBB the gift card miraculously appeared. Thank you for your assistance. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I redeemed for a $25 ****** gift cards. That i earned from answering surveys. When I answer surveys I expect to be able to cash out for gift card i earned. It's been almost a month and nothing. The same person Carrie S***** keeps telling me they are working on it. It's not hard to send a gift card.

  Business Response

  Date: 07/15/2025

  Hello *****,
  
  I’m sorry to
  hear that your experience didn’t meet your expectations, and we appreciate you
  taking the time to let us know.
  I’m happy to
  confirm that your $25 ****** gift card reward was successfully processed and
  claimed on July 1st, as confirmed by our support team under ticket #*******.
  If you're
  still having trouble locating the gift card or need any additional assistance,
  please don’t hesitate to reach out to our customer support team—they’ll be more
  than happy to help.
  
  Kind
  regards,
  The Toluna
  Team

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi im writing because I do surverys on Toluna and a month ago I cashed out for a $25 gift card and its been over a month and haven't received it and they keep telling me there's nothing they can do there sorry its taking so long and its far surpassed there payout time but they don't do anything about it and I spent my time taking surverys to build points to cash out and they are no help and keep repeating themselves i just want my gift card i cashed out for thank you hopefully you can help

  Business Response

  Date: 07/02/2025

  Hi *******,
  
  Thank you
  for reaching out, and we sincerely apologize for the delay and frustration
  you've experienced.
  We completely
  understand how disappointing it must be to wait so long after spending your
  valuable time completing surveys with us.
  We want to
  assure you that your $25 gift card reward was sent out yesterday.
  
  We deeply
  value your participation in our community and appreciate your patience and
  loyalty.
  If you have
  any other concerns or need further assistance, don’t hesitate to reach out to
  our customer support team. We’re here to help.
  
  Kind
  regards,
  The Toluna Team

  Customer Answer

  Date: 07/02/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an ongoing issue with this company, which has put forward various reasons for suspending my account and denying payment earned.
  Some of these include: using a VPN/anonymous proxy; some settings on your device/browser flagged for being inconsistent with your country of residence;
  your IP address being flagged as a threat by the IP databases we use.
  At 86 years of age, I don't understand the answers and have repeatedly asked for explanations. I searched my IP address and found no fault. I was advised by the source that this is a common theme of survey sites to avoid payment. I have no problem with other such sites of which I am a member. Below is another quote:
  You are unable to access surveys as your connection is repeatedly flagged by our data quality team's IP quality scoring tools. Most, if not all, of your survey attempts will continue to be rejected if your Internet connection is not reviewed.
  Unfortunately, rebooting, using another device, creating a new account, etc. won't help in this situation, as the problem is due to the IP address assigned to you. As a temporary solution, you can try another connection (e.g. mobile data instead of WiFi). For a long-term solution, I strongly recommend that you contact your ISP and ask them to manually change your IP address and/or investigate why your current IP address is being flagged. As soon as your IP address is no longer flagged by our system, full access to our surveys will be reinstated. In order for you to be able to properly use your Toluna account, we strongly recommend that you review your internet connection, as well as your device/browser's settings, and ensure that all details match your country of residence.

  Business Response

  Date: 06/18/2025

  Dear ****,
  
  We are happy
  to let you know that we’ve carefully reviewed your case and decided to reopen
  your Toluna account on a probationary basis.
  To help
  ensure a smooth experience going forward, we kindly ask that all information
  you provide in surveys is accurate and complete. Also, please avoid using any
  VPN or proxy services, as this may lead to your account being flagged again.
  
  We
  completely understand how frustrating the survey issues you've encountered can
  be, and we truly appreciate your patience. In our previous messages, our
  customer support team shared a few troubleshooting steps that can often help
  resolve these problems. If you’re still experiencing difficulties, we suggest:
  Trying
  a different device or browser
  Switching
  to a different internet connection (e.g., using mobile data instead of
  Wi-Fi)
  Making
  sure no VPN or proxy is active
  
  If you
  continue to face issues or have any other questions, please don’t hesitate to
  reach out to our customer support team. They are there to help and want to make
  your experience as smooth as possible.
  
  Wishing you
  a wonderful *** ahead!
  Warm
  regards,
  The Toluna Team

  Customer Answer

  Date: 06/18/2025

  Thank you so much for achieving a resolution. However, at 86, there are a few things that I did not understand, and I have written to the company requesting information before I can claim to be fully satisfied with the outcome. I am not optomistic that they will abide by the decision.

  Customer Answer

  Date: 06/19/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ***

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 25th 2025 I cashed out for a 10 dollar ******* gift card with my survey points(30000).The gift card email came the same day,but the link went to a page saying "under review".I kept attempting to access the reward but it said under review for over a week.So I wrote them..and wrote them..over 5 times now..They just keep saying it will take more time..It's been over a month and I noticed on the website that they are doing this to multiple people.They are giving everyone the runaround..and I keep getting surveys multiple times a day from them during this time.They updated their reward site and when they did this,the "under review" thing started.They are sending people surveys without paying rewards for their past surveys..and never give you a resolution about this matter..I never even got the points credited back to my account or got my gift card..they just took my points and gave me nothing in return.Please help.Thanks.

  Business Response

  Date: 06/13/2025

  Hi
  *********,
  
  Thank you
  for reaching out and sharing your experience — we truly regret the frustration
  and inconvenience this situation has caused you.
  We
  understand how disappointing it must have been to redeem your points and not
  immediately receive access to your ******* gift card. Please accept our
  sincerest apologies for the delays and lack of clarity during this process.
  Your feedback is important and highlights where we can do better in supporting
  our members.
  Upon review
  of your account and previous communications (Ticket #*******), we can confirm
  that your reward was reissued on May 27th. According to our records, it was
  successfully claimed on the same day. We're glad that you were ultimately able
  to access it, and we apologize again for the difficulty in reaching that
  resolution.
  
  If you
  continue to have any trouble with the rewards or have additional concerns,
  please don’t hesitate to reach out directly to our support team at
  **********************************. We’re here to help and will always do our
  best to resolve any issues as quickly and thoroughly as possible.
  
  Thank you
  for being a part of the Toluna community, and again, we apologize for the
  inconvenience this caused.
  Warm
  regards,
  The Toluna Team

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Toluna blocked my account without valid reason, I have lots of points pending to be redeem and yet they said that I violated the flatform which I did not, I just answer the survey truthfully and honestly, I want them to recover and bring back my account so that I can redeem the points that I collect for too long.

  Business Response

  Date: 05/28/2025

  Hello
  *******,
  
  Thank you
  for reaching out.
  
  We
  understand your disappointment and sincerely apologize for any inconvenience
  experienced.
  
  Your account
  was suspended due to quality-related reasons as outlined in our terms of
  service and also explained in ticket #*******. While we cannot disclose
  specific detection methods, please be assured that such decisions are taken
  seriously and based on thorough analysis.
  
  We
  appreciate your past participation and regret any disappointment caused.
  Kind
  regards,
  The Toluna Team

  Customer Answer

  Date: 05/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I did provide honest answers to every answers I have and followed their quality assurance. I wish they will return back my account and continue to their business as soon as possible.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 05/30/2025

  Hello *******,

  Thank you for your response. 
  We understand your concerns, and we appreciate the opportunity to review your case. After a thorough reassessment, we must inform you that our original decision remains unchanged. Your account will remain closed.
  This action was taken in accordance with our internal quality standards and Terms of Service. While we understand this may be frustrating, we are unable to provide additional details or revisit the outcome.
  We consider this matter resolved and will not engage in further discussion regarding the reactivation of your account.
  Thank you for your understanding.

  
  Kind regards,

  The Toluna Team 

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint mirrors another person's prior to mine in every way. I had been taking surveys for a few weeks and then when I tried to log into my account a message was there about some nebulous mysterious "community standards violation". After sending a few emails I was told I was suspended and they provided NO info as to why. There was no fraudulent info given maliciously. All I would like is to be able to redeem points when I have enough and to get out of their hair. They come up reasons regularly to suspend people but will not tell them what they've done. This is a very shady business practice making up accusations that they refuse to back up with proof. This has been a big waste of my time joining this panel. It would be one thing to send an email detailing what is wrong or what they've observed. If they have time for these supposed "quality checks and whatever other mumbo jumbo lingo" then they would have time to let people know there are concrete problems with their survey taking. I can't upload the screenshots, so here I have cut and pasted part of their response.
  Your Toluna account was unfortunately flagged in one of our regular panel quality checks and was consequently suspended on 12 March, which is why you are no longer able to log in. To ensure we receive reliable information from all of our influencers and maintain the high-quality standards of our panel, our Data Quality Team does multiple routine checks verifying various data quality points and potentially fraudulent behavioral patterns.
  
  Some examples of the various checks performed are: registration checks, the location from which surveys are accessed, proxy usage, device checks and digital finger-printing failures, activity and behavior in surveys and many more data points. We cannot disclose more specific details about these flags and techniques our teams employ to detect fraud. We understand that having your account blocked is unpleasant.
  
  There's more but I ran out of characters

  Business Response

  Date: 03/28/2025

  Dear *****,
  
  Your account was suspended during one of our routine panel
  quality checks, as referenced in ticket #*******.
  After a thorough review, we have decided to reinstate your
  account, as we believe in providing second chances.
  We appreciate your patience and look forward to your
  continued participation.
  
  Best regards,
  The Toluna Team

  Customer Answer

  Date: 04/02/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. it is the same canned response to others about "giving second chances".  However, I am satisfied that I can continue to take surveys and cash in points accumulated from survey-taking.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member of Toluna for a few months. I have completed many surveys diligently and have accumulated 15$ and I requested a withdrawal to ******. That was A MONTH AGO on 12/27/2024. It states on the website that it takes 1 to 3 weeks to receive the money to the my ****** account. I have sent a two tickets and have not received an equate response as to why I haven't received my money that I worked hard to earn doing surveys for many hours. I request to receive the money from Toluna and I'm seriously questioning if this company actually pays or not.

  Business Response

  Date: 02/04/2025

  Hello ******,

  We sincerely regret the delay in processing your ****** payment. We understand how important it is for you to receive your rewards on time, and we acknowledge that this has taken longer than expected.

  Our team is actively monitoring all pending payments and working hard to ensure they are processed as soon as possible. While we are unable to provide a specific date just yet, we would like to reassure you that your payment will be completed in the coming days.
  

  Additionally, we’ve
  got some great news—exciting updates are on the way for our rewards catalog!
  
  At
  Toluna, we’re always looking for ways to make your experience even better, and
  that includes refreshing our rewards to bring you more of what you love.
  As we
  roll out these improvements, some rewards will be temporarily unavailable, but don’t worry, they’ll be back later in the
  month, better than ever!
  We
  truly appreciate your patience and can’t wait for you to see what’s in store.

  Kind regards,

  The Toluna Team
  

  Customer Answer

  Date: 02/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It has been over 6 weeks of me waiting for the 15$ to reach my ****** account. On the website it states that it will take a maximum of three weeks to process my withdrawal request. There is absolutely no reason for it to need to take this long to process. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 02/10/2025

  Hello ******,

  We are happy to confirm that your ****** payment has been processed.

  We apologize once again for the delay. If you need assistance in the future, please don't hesitate to reach out to our customer support team, they will be happy to help.

  Kind regards,

  The Toluna Team
  

   

  
  

  Customer Answer

  Date: 02/10/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spent hours & hours (and months and months) wasting time w/their surveys and questions just to have my account closed when I was close to redemption. my answers were always honest, truthful & a complete thought when required like w/any other survey app I’ve used & other survey apps In still using. Once I got close to finally being able to redeem my points towards a reward, I noticed I had been logged out & was unable to log back in & the forgotten password option didn’t work.
  
  Being confused what the issue could be as all my answers & responses have always been truthful & honest responses & even if you follow all the rules, & policies & procedures in place it literally wont actually matter as your account can still be closed and then be unable to redeem your points, while they still got the honest truthful answers to so many of their surveys that obviously ended up just being a waste of my time doing.
  
  I was informed “Your Toluna account was unfortunately flagged in one of our regular panel quality checks and was consequently suspended” but I know for a fact that since all my answers & responses were honest & truthful & there was never anything fraudulent or dishonest about anything I ever submitted proves that even if you do everything right youll just end up wasting a bunch of time by earning enough points & then unable to redeem them.
  
  And any quality checks during surveys I also know I never miss, because I make sure to read everything completely to make sure that I answer whatever is being asked either correctly or honestly.
  
  So in summary don’t waste your time w/this app, there are much better survey type apps to spend your time on, that offer better rewards & compensation overall, & you won’t have to worry about your account just randomly being closed for a reason that they will cite even if the reason given is impossible to actually have happened or been an issue to begin with (which weird I never had any issues w/ones that are even more strict ????)

  Business Response

  Date: 01/29/2025

  Dear *****,
  During one of our routine panel quality checks, your account was temporarily suspended, as referenced in ticket #*******.
  After a thorough review, we have decided to reinstate your account, as we believe in providing second chances. We appreciate your patience and look forward to your continued participation.
  Best regards,
  The Toluna Team
  

  Customer Answer

  Date: 01/29/2025

  I was able to log back into my account and submitted to redeem the majority of my points and am waiting to make sure that I do get the reward selected with no issues since I’m still concerned I could have possible have additional issues, since the original “reasons” my account was closed I know were unfounded and I’ve never engaged in suspicious behavior or activity on any survey platform including this one. 
  

  and while I appreciate that my account was reinstated, which I believe it should have never been closed to begin with, I did not like the tone or verbiage of the message that was part of the email response and more accusatory sounding then the reply posted with the BBB complaint which stated.

  “Following our investigation and because we believe in second chances, I am happy to share that we have decided to reopen your account on a probationary basis, wherein you will be able to continue participating in surveys and redeem points for rewards, but it will be monitored for any suspicious activity.”

  but considering I never have engaged in suspicious behavior or activity to begin with, it seems rather unnecessary to need to continue to monitor my account for suspicious behavior but if that’s what it is going to take to have my account to be able to be used, and they want to use some of their resources on that, that is a choice they can make but they won’t find anything of value as I have never and will continue to never engage in any sort of fraudulent or suspicious behavior and don’t really appreciate the idea that my account would continue to need to be monitored for such activity, though it seems this is rather common behavior for the company so I can’t say I’m all that surprised by the response I received either.  I’m awaiting to ensure that I do receive the reward I submitted points but, but I am appreciate and thankful for my account at least being reopened and able to at least be able to be utilized again.

   

  Customer Answer

  Date: 01/30/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********