Complaints

This profile includes complaints for NielsenIQ's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NielsenIQ

  200 W Jackson Blvd Chicago, IL 60606-6910

• 

  Nielsen/Nielsen IQ

  250 E 5th St Ste 1000 Cincinnati, OH 45202-4127

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:05/14/2025

  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.

  This company has cheated me out of compensation I earned several times. There have been three instances where I completed surveys and did not get credited for them despite showing them screenshots proving I did. They are stubborn in their ways and refuse to even acknowledge that there could be an issue despite me showing them evidence to the contrary. But my final straw is the most recent incident where they are blatantly ripping me off.I received an email about a study where I had to watch a show and fill out a survey about it afterwards. The email for the study said I would earn an additional 100 bonus points for the extra time commitment involved since I had to watch an entire episode of the show. I completed the study and earned the regular incentive of 300 points, but after waiting nearly two months (the email said I should receive the bonus points in about three weeks) I still hadnt received the bonus 100 points. I messaged the company about this and after several exchanges they acknowledged I was owed the bonus points and should receive them within a few days.But after this another three weeks passed and I still had not received the bonus points. I messaged them about this once again and after several more exchanges they now tried to claim that I did not qualify for the bonus because my answers during the study were not of good enough quality. They claimed that the initial email about the study included this provision, but it merely states that the bonus is for the extra time commitment and isnt based on the quality of my answers. The provision about quality answers was for the main study itself, and since I had already been credited for that it proves they are lying about my answers not being of substantial quality in the first place.All I want is the ***** points I rightfully earned as compensation for the work I put in. That is 900 points for the three surveys I was not credited for and the 100 bonus points for the study they acknowledged Im owed.

  Business Response

  Date: 05/29/2025

  Hi *****,
  
  Thank you for your message. We apologize for any miscommunication you have received. As a courtesy to your participation, we have added the ***** points to your account at this time

  Regards, 

  Pinecone Research

  Customer Answer

  Date: 06/01/2025

   
  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:04/03/2025

  Type:Delivery 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.

  On 03/25/2025, NielsenIQ (Pinecone Research) expired 10179($101.79) of my accumulated points without any notice. I have had a Pinecone Research account since 2015 with fairly large point balances. During those 10 years, no points were ever expired nor was there any mention of point expiration policy. Apparently NielsenIQ made a change to point expiration rules without notifying their users thus making point redemption impossible. ******** Research customer service addresses only issues with specific order numbers. Since my issue involves more than one order number, I am unable to get feedback from them.

  Business Response

  Date: 04/11/2025

  The expired points have been reinstated to your account as a one-time courtesy. Please allow 1-2 days for the points to appear within your account. Please note, if point expiration occurs again we will be unable to reinstate them.
  
  Thank you for your understanding! No response is needed unless further assistance is required.

  Customer Answer

  Date: 04/12/2025

   
  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:03/31/2025

  Type:Delivery 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 taking online surveys with ***************** (which is now listed as a Nielsen company) for almost 9 years. The survey site had always operated via a point system where 300 points was equal to $3.00. There was zero expiration date on points. In order to remain active, it was just necessary to log on to the site every month. I had accumulated $362.00 in points for my years of service. I logged on to the site as usual on 3/28/25 and noticed that all but $3.00 of my points were gone. Upon inspection, I found that $358.00 of my points were now marked expired. There was zero communication from Pinecone Research with any details of new rules for point expiration or any warning that points needed to be redeemed. The acquisition of ***************** has not been an improvement and it should be illegal to change terms of service without notifying the members of the panel first.

  Business Response

  Date: 04/11/2025

  Hello, 

  We tried responding to the messages we received from this member however our attempts were being undelivered with the following reason code: *****************************

   

  Below is our response sent on 4/1/25 at 5:32PM:

   

  Hello,
     
   Thank you for confirming your information. We have reinstated your points as a one time courtesy. Please note, as mentioned in the Pinecone Research Membership Agreement, the points are valid for one year from the award date. If unused on the 366th day after being deposited into your Member Account, your reward will expired and be removed from your Member Account Balance. If the points expire a second time, we are unable to reinstate them. The full membership agreement can be found below:
      
   **********************************************************
    
   No response is needed unless further assistance is required.
    
   Best regards,
   
   ***** *****
   Website: *************************************
  
  

  Customer Answer

  Date: 04/11/2025

   
  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:10/15/2024

  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.

  I was invited by ******* IQ to participate in a paid Pet Snack research June 2024. I was given a link up upload the ******* IQ app on my phone. I purchased my own pet snacks. I was to upload pictures numerous times per day of pet snacks my dogs consumed followed by questions. This was a 2 week study I completed. The incentive reward that was promised was never received. 

  Business Response

  Date: 06/03/2025

  We apologize for any inconvenience you may have experienced. We always recommend reaching out to our help team via our Contact Us forum as soon as possible so we can research the situation and then better assist you. 2500 points have been added to your account for your participation in pet snack study. Thank you for your patience and understanding.

• Initial Complaint

  Date:09/20/2023

  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.

  The study number that I am referring to is 221370-2001.. i had completed a survey through pinecone Research and was chosen to test incontinence underwear for one week and the incentive would be $50 which I would receive in a few days after I completed the after use survey, which I did that on August 16th. Well I got a notification on August the 16th that points had been credited to my account for the doing the survey and I got on there and I only had 300 points which was only $3. I am including screenshots where I have relentlessly tried to get a hold of someone in support and all I get back is to send to study number, but the study number is already submitted on the ticket because they have you choose a study number when you're submitting a support ticket. It says in big bold letters on their insert that they sent with the product that I tested, it says a few days after completing your interview you should receive your incentive if you do not receive your incentive within a few days after completion please contact us. Well as you will see from my screenshots how many times I have tried to contact them regarding this and I feel like I'm just being played like a fiddle. All I want is my $50 that I was promised for testing this product and sharing my thoughts and opinions on it. And you also see in a screenshots the headers that have the survey number right there so there's no need for them to keep asking me for that information over and over and over again because it's right there, so that's enough to make anyone suspicious. All I would like is my incentive that's it I did what was required of me, therefore I should not have to go through all this to get it.

• Initial Complaint

  Date:09/01/2023

  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.

  July 18 I received adopt a pet survey. I completed it. Did not received the incentive. I have repeatedly inquired about this issue. Finally I received this email 8/17 from ********* Hello,Thank you for your patience. Upon further investigation we show you should be in Study ******. Mistakenly, you were added to the ****** study. You will be receiving the *********** study in the next week. Our sincere apologies for the confusion. An incentive will be sent to you within the next week. Thank you for your understanding.Best regards,*********************===========Today is Sept 01. Four times I have reached out to ********* requesting the incentive and the link to the *********** survey since 8/24. No response! This is not acceptable to ignore the customer.Please send the incentive and the *********** study/survey.Thank you ***********************

  Business Response

  Date: 09/08/2023

  We apologize for the difficulty you experienced.  Our records indicate an Amazon gift card was sent to you on August 23rd. Please search your inbox and spam/junk folder with the Subject Line: Pet Adoption Incentive Payment.  Also, check to be sure your email communication was sent to ******************************************** for questions regarding this study.  We hope this information helps resolve your issue. 

   

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20552452
  
  I am rejecting this response because:

  The last compensation I received was June 23, 2023 for completing survey ***********.  Screen shot included.
  
  July 18, 2023 I received the survey for July which I completed.  The email title was Pet Adoption survey/***********/First Follow up.
  That is when the incorrect survey was emailed to me.  I did not receive any compensation.  I have searched my junk, Trash and INBOX email.  It is not there.  I checked my Amazon account;  The last gift card redeemed was in June.
  
  I DID NOT receive the compensation.  Since I received the wrong survey, maybe the compensation was emailed to someone else.  I did not receive any July compensation.
  
  Also I was told I would be receiving the *********** survey within the week of August 17th.  I never received that survey.  We are now in Sept, I should be receiving the survey for Sept!
  
  Since I did not receive the compensation you said was emailed, you should be able to resend it to me.
  
  Also please send the survey for the month of August so I can complete it.
  When that is completed please send the survey for Sept.
  
  Thank you
  ***********************   
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/15/2023

  Thank you for your feedback.  If you are not receiving the emails with the gift card link or the next survey we are concerned they may have been marked as spam, junk, or even blocked.  Do you have another email address we can use to send your gift card link?  

  Since the process did not go smoothly for you, we will be happy to reward you with the $30 compensation via gift card and honor the donation to the facility.  We do apologize for your difficulty and frustration. 

  Thank you. 

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20552452
  
  I am rejecting this response because:  I am accepting the response.  If I had clicked the "accepted response" the claim would have closed without me being able to give a 2nd email.  The 2nd email is *********************.  

  Thank you for the incentive of a $30 gift card.  Going forward please email me at *********************.

  When the $30 gift card is received I will accept the response.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/24/2023

  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.

  This company, Pinecone Research, sends out surveys to complete, for which they pay $3/survey. I have been a member for years, and have never had an issue with receiving payment for the surveys.On 6/13/23, I initiated a Points Redemption in the amount of $154, in the form of a ************ Card. As of today, I have not received anything.I have attempted 8 times to contact them via the "Contact Us" link on their website, with no response. I have also e-mailed ********************* at *****@pineconeresearch numerous times, with no response.I have, in the past, received e-mails from *********************, so I know the email is good (or was). The emails that I have sent recently have not been kicked back to me.And, in the meantime, they are sending new survey links for me to fill out!I just want what is due to me for the surveys that I have completed, and would appreciate any help you can give regarding a resolution. Thank you.

  Business Response

  Date: 08/29/2023

  Hello **** - 

  We are sorry to see that you are experiencing difficulty with your redemption.  Please note, there is no monitored email inbox for assistance. The only way to receive assistance is through using the "Contact Us" form on the website. We do show the submission of multiple tickets, but all of our responses bounced back as undeliverable. If you have ever marked our sending email as spam, there is no way for us to push these emails through. We would recommend using a different email address to submit a ticket. 

  
  We show that your order was placed for a CardCentral virtual card **** on June 13. You should have received an email on the same day from No-********************* with your reward. Please make sure this email did not go to your spam folder. The email will contain the link to claim your card, along with a pin number that will manually have to be typed in. 
  We were able to contact our Rewards team in regard to this order. They were able to provide us with your pin/link associated with the card. 

  
  Please see below: 
  Follow the link below (you may need to copy and paste the link in your browser)
  When prompted, enter your PIN: ****** 
  *****************************************************

  Please be sure the following email addresses are marked as safe to come to your inbox to be sure that you receive survey invitations, responses from our customer service **************** information, and any other panelist communication. 

  Survey Invitations: ****************************

  Gift **************************************************************************** Replies and Information:  **************************

   

  Thank you!

   

• Initial Complaint

  Date:06/12/2023

  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.

  6/6/2023 I received the 2nd survey email from ********* for adopt-a-pet. Screenshot is included. When the "HERE" link is clicked I received an error message. That message is included. I used the "contact **" link, provided all the info...no response. Also sent email regarding this issue to ********************* Screenshot also included. no response. I have done this EVERYDAY after i try the provided link in the original email. No response at all. No customer service telephone provided. The telephone I did find ************ that is provided states that the telephone number is not in service. Please resolve the issue and make sure that I am still accepted to take the neilseniq survey for adopt-apet.

  Business Response

  Date: 06/16/2023

  We apologize for the inconvenience you experienced with the link to the survey.  We have had our technical team take a look and make some updates to avoid this issue in the future. Please look for an email with the updated link early next week. 
  Thank you for your interest and participation. 

  Customer Answer

  Date: 06/19/2023

   
  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,
  
  *************************