Business Profile

Market Research

Sago

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,205 total complaints in the last 3 years.
412 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/13/2024
Type:Customer Service 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 did a focus group for Sago over a month ago and yet still havent been paid even after its been over 20 business days
Business Response
Date: 11/15/2024
According to our records, the issue has been resolved as your redemption is now showing as processed and claimed. Should you have any inquiries, please do not hesitate to reach out to our support team.
11/15/2024 02:16 PM Order Created
11/15/2024 02:16 PM Order Processing
11/15/2024 02:16 PM Order Processed
11/15/2024 02:16 PM Reward Sent
11/15/2024 02:22 PM Reward Email Viewed
11/15/2024 02:37 PM Reward Email Viewed
11/15/2024 02:38 PM Reward Link Clicked
11/15/2024 02:38 PM Reward Claimed
11/15/2024 02:41 PM Reward Activated - Web
11/15/2024 02:41 PM Online Registration Completed
Initial Complaint
Date:11/12/2024
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 completed an online survey for Sago on 9/23/24 and was informed, prior to my participation, that I would receive $160.00. After the survey was complete I selected a virtual Amazon gift card. I checked on processing, its been 6 weeks, and they just send me boiler plate emails regarding BS wait 20 business days **** want my gift card.
Business Response
Date: 11/15/2024
In reviewing your account, our records show your redemption has been processed. Please expect a processing period of approximately 20 business days, as stated in your confirmation email. Should you have any inquiries, please do not hesitate to reach out to our support team.
11/15/2024 02:15 PM Order Created
11/15/2024 02:15 PM Order Processing
11/15/2024 02:15 PM Order Processed
11/15/2024 02:15 PM Reward Sent

Customer Answer
Date: 11/27/2024

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. Within 2 days I received the gift card payment!

Regards,

****** *******
Initial Complaint
Date:11/09/2024
Type:Order 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 participated in a two part focus group in which I was to be paid $350. I was notified via the below email that my incentive was in my "wallet" but I have been unable to login repeatedly even after following the reset password directions. I have emailed the help desk and no one responds.Hello ****************** Your Incentive has been added to your FocusGroup Wallet.Amount:$ 350 Study Reference #: UOM241011750 Topic: Snacks and Groceries Date of Participation: 10/16/2024 To access your account, please log in ******* a reminder, your username is your email address, and your password is the one you used when you signed up with Focus Group. If you do not remember your password, please access the Forgot Password link on the login ********** can log into your account at any time to access participation details such as cumulative dollars/points, studies where you received incentives, status on what you have redeemed, etc.For detailed instructions on how to redeem your payment, please Click ******** have the ability to choose the payment method you prefer. Our online Rewards Catalog includes many options for payment such as Virtual Debit Card, Physical Debit Card, Amazon, Best Buy, iTunes, and many more.If you require additional help, please email ***************************************************** We appreciate your participation in paid marketing research studies with Focus Group. The Focus Group Panel Team
Business Response
Date: 11/12/2024
Our records indicate you have recently been in contact with a member of our support team. You should be able to access your account at this time. Please contact our support team directly at ************************************************* should you need further assistance.
Customer Answer
Date: 11/12/2024

Complaint: 22535214

I am rejecting this response because: I have been sent a reset password multiple times but it does not correct the problem.

Regards,

******* *****
Business Response
Date: 11/15/2024
We are sorry that you are having trouble logging in to your account. We have looked in to this issue and you should be able to access your account at this time. Your password has been manually reset. A member of our support team has emailed you directly with your username and password. Please contact our support team if you require further assistance.
Initial Complaint
Date:11/08/2024
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 did receive one of the payments after my compliment but I am still waiting on a $135 payment that I didnt get yet.
Business Response
Date: 11/15/2024
According to our records, your redemption is now showing as processed. As a reminder, please anticipate a processing period of up to 20 business days during high volume periods. Should you have any inquiries, please do not hesitate to reach out to our support team.
11/15/2024 02:15 PM Order Created
11/15/2024 02:15 PM Order Processing
11/15/2024 02:15 PM Order Processed
11/15/2024 02:15 PM Reward Sent
Initial Complaint
Date:11/06/2024
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 participated in a focus group June 25, 2024 and was supposed to be compensated $250. Around early september(after 15 unanswered messages ) I managed to reach an agent who told me to order a $250 visa gift card on their wallet site. I did that and was told that I would have actual gift card in 6 weeks. Its been over 2 months and I have been unable to reach anyone despite emails and messages left. I then went on your site and see that this is a common theme. Please help. Event information ********************
Business Response
Date: 11/08/2024
Our records show your redemption was processed on October 10th. As a reminder, since you have requested a Physical
Visa gift card, please carefully review the email to confirm your
mailing address. In reviewing your account, it appears you viewed your redemption but did not complete the address verification. Once your mailing address is confirmed using the link
provided, your gift card will be created and then shipped to the address you
have provided. After confirmation of your address, please allow an additional
7-10 business days for the card to arrive via regular mail. The card will be
sent from "Reward Center," so kindly keep an eye out for it.
10/10/2024 02:48 PM Order Created
10/10/2024 02:48 PM Order Processing
10/10/2024 02:48 PM Order Processed
10/10/2024 02:49 PM Reward Sent
10/10/2024 04:15 PM Reward Email Viewed
10/10/2024 06:04 PM Reward Email Viewed
11/08/2024 12:00 PM Reward Email Resent (must verify address)
Initial Complaint
Date:11/06/2024
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 invited to do a focus group study with Sago back in September for a $125 payment. Once completed, their policy is to give your points for redemption within 10 business days. After redeeming the points for your chosen incentive, they note that it takes up to 20 business days to receive your incentive. I received the points to select my incentive on October 5th, its now November 5th and I have yet to receive my $125 ************ gift card. Ive reached out to support multiple times. Ive been told twice now that my reward cant be found in their system. Then yesterday on 11/04 I was told they are still working on processing the reward. Ive participated in many focus groups for an incentive with the company back when it was Schlesinger Group and didnt have any of these issues. Once it became Sago, *** had nothing but issues receiving payments in the time frame they promise. Since becoming Sago, *** had to reach out to support after every focus group Ive been a part of to track them down and receive my payment. This is ridiculous. When and if payment is received, I will no longer work with the company in the future.
Business Response
Date: 11/08/2024
According to our records, the issue has been resolved as your redemption is now showing as processed and claimed. Should you have any inquiries, please do not hesitate to reach out to our support team. As per your confirmation email, you will receive an email within one to two weeks of completing your study from **************************************************************************************************** confirming the incentive amount that has been added to your Focus Group Wallet. If you have any questions or need further assistance, please contact our support team directly.

11/06/2024 01:45 PM Order Created
11/06/2024 01:45 PM Order Processing
11/06/2024 01:45 PM Order Processed
11/06/2024 01:46 PM Reward Sent
11/06/2024 02:16 PM Reward Email Viewed
11/06/2024 02:17 PM Reward Email Viewed
11/06/2024 02:17 PM Reward Email Viewed
11/06/2024 02:18 PM Reward Email Viewed
11/06/2024 02:18 PM Reward Link Clicked
11/06/2024 02:18 PM Reward Claimed
11/06/2024 02:20 PM Reward Email Viewed
11/06/2024 02:21 PM Reward Activated - Web
11/06/2024 02:21 PM Online Registration Completed
Customer Answer
Date: 11/08/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

******** ****
Initial Complaint
Date:11/06/2024
Type:Order 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.
Once again, for the third time this year, I am filing a complaint against this business for failure to make timely payment. On 10/7/24, I submitted a claim (# *******) for earnings of $108.00 that has not been paid within the company's 20 business day promised time frame. Once again, the only way to get paid by this company is to file a BBB claim, and will continue doing so for every future payment failure by Sago.
Business Response
Date: 11/12/2024
According to our records, your redemption is now showing as processed and claimed. Should you have any
inquiries, please do not hesitate to reach out to our support team directly at
*******************.
11/08/2024 12:27 PM Order Created
11/08/2024 12:27 PM Order Processing
11/08/2024 12:27 PM Order Processed
11/08/2024 12:27 PM Reward Sent
11/08/2024 12:35 PM Reward Email Viewed
11/08/2024 12:35 PM Reward Link Clicked
11/08/2024 12:35 PM Reward Claimed
11/08/2024 12:36 PM Reward Activated - Web
11/08/2024 12:36 PM Online Registration Completed
11/08/2024 12:36 PM Reward Email Viewed
Customer Answer
Date: 11/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

I am however extremely angry that the company only will pay claims after a BBB complaint has been filed.

Regards,

**** ******
Initial Complaint
Date:11/05/2024
Type:Order 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 have performed three services in the form of studies for Sago / ************************************************ and have not been paid. The company **** me $510.00. They added points to my account but I am unable to cash those points out and receive actual compensation. I have emailed and called and left voicemail messages for someone to respond and no one has responded. I have requested $160 virtual Amazon gift card and $350 physical **** prepaid card.I would like the Amazon card emailed to my address and the physical card mailed to my address. It has been more than 20 business days since my request for payout.
Business Response
Date: 11/08/2024
Our records show your redemption was processed and claimed on November 5th. Per your account history, you logged in successfully and completed a redemption request on November 4th. If you require additional assistance, please do not hesitate to reach out to our support team.
Customer Answer
Date: 11/08/2024

Complaint: 22516248

I am rejecting this response because:

the company only provided partial payment of $160. $350 is still owed.

Regards,

**** *******
Business Response
Date: 11/15/2024
Our records show you redemption was requested on November 4th. As a reminder, redemption fulfilment occurs approximately 20 business days after your request. Please contact our support team if you do not receive it at that time.
11/4/2024 FocusGroup (USD) ************* Card ***** Applied *****
Customer Answer
Date: 12/06/2024

Complaint: 22516248

I am rejecting this response because: I performed a service for this company and am owed payment of $350 on 11/04/2024. The company has promised payment within 20 business days. I have requested payment and the business has not responded. I would like the company, Sago, to honor it's commitment and pay me what I am owed $350. From their website: Request ID Request Date Redemption Type Points Amount Status ******* 11/4/2024 10:39:00 AM FocusGroup (USD) Physical **** Card ****** ****** USD Processing

Regards,

**** *******
Business Response
Date: 12/09/2024
According to our records, the issue has been resolved as your redemption is showing processed and address verification completed on December 6th.After confirmation of your address, please allow an additional 7 -10 business days for the card to arrive via regular mail. The card will be sent from *************, so kindly keep an eye out for it. Should you have any inquiries, please do not hesitate to reach out to our support team at **************************************************
Initial Complaint
Date:11/05/2024
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 completed research studies for points, which Sago claims can be exchanged for gift cards as payment.
On October 5th I requested an electronic gift card for Walmart in the amount of $115. I have contacted customer support three times. Each time they give me the same reply, “ high volumes. Takes 2-3 weeks (sometimes refined as “20 business days”).
I emailed Sago customer support yesterday (11/04/2024), and woke up to the same pre-generated response this morning.
A quick Google suggested the only way I would get the gift card I am owed would be to contact BBB; this is apparently Sago’s business model.

I am a single mother with no help and in college. I would never have taken the time from my studies to complete these research studies if I knew they would not compensate me.
Business Response
Date: 11/08/2024
According to our records, your redemption is now showing as processed and claimed as of November 5th. Should you have any
inquiries, please do not hesitate to reach out to our support team.
11/05/2024 12:22 PM Order Created
11/05/2024 12:22 PM Order Processing
11/05/2024 12:22 PM Order Processed
11/05/2024 12:39 PM Reward Sent
11/05/2024 12:51 PM Reward Email Viewed
11/05/2024 12:52 PM Reward Email Viewed
11/05/2024 12:52 PM Reward Link Clicked
11/05/2024 12:52 PM Reward Claimed
Initial Complaint
Date:11/05/2024
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 contacted Sago's help support regarding incentives I haven't received but didn't receive a response for days. I claimed $38.00 on 11/02/204 but hasn't received the incentive. I also redeemed a $5.00 ********* egift card on 09/19/2024, but it has been almost 2 months and I didn't receive the incentive.
Business Response
Date: 11/08/2024
Our records show your ********* redemption is showing as processed and claimed. As for your November 2nd redemption, your redemption is currently pending approval. Should you have any inquiries, please do not hesitate to reach out to our support team.
Customer Answer
Date: 11/08/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

******* *******
Customer Answer
Date: 12/06/2024

Complaint: 22515004

I am rejecting this response because: I have not received $38.00 and $130.00 I had cashed out on SAGO yet.

Regards,

******* *******
Business Response
Date: 12/09/2024
Our records show you have a pending redemption which was requested on November 23rd. Please anticipate a processing of up to 20 business days as advised. If you do not receive it within the timeframe, please reach out to our support team for assistance. Your request for the FocusGroup ************ Reward was successfully processed and claimed on December 2nd.

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Sago is NOT a BBB Accredited Business.