Business Profile
Market Research
SagoHeadquarters
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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
- 1,207 total complaints in the last 3 years.
- 414 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/05/2024
Type:Order IssuesStatus: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 am so upset because I really think Sago/Focus Group is really trying to get over on me. I completed a diabetes study in August 21, 2024 for a total of 2,000 points which equals $200. I awarded the points on August 21, 2024 & I redeemed 2,011 points for a virtual gift card in the amount of $211. I have sent several help desk requests & left numerous messages asking about the status of my payment. After completing the study & redeeming my points I was told to allow 2-3 weeks to receive my virtual payment in the form of a virtual gift card. They said to look out for an email from ******************************* I had been checking my wallet from my Sago/Focus Group account every day since August 21, 2024 & it has been showing a status of “Processing.” As of today upon checking I now see the status has changed to “Paid.” But in fact I have NOT been paid or contacted after leaving requests & messages. I was not aware that so many people have had the same exact experiences with this same company. Upon researching I see that many others have experienced exactly what I am experiencing now. This is unacceptable. My time is extremely precious & I spent 2 hours doing that diabetes study with the intentions to not only help other diabetics but to receive some extra money. I am a struggling single Mom & decided to trust Sago to pay me for my precious time away from my children. This is truly awful to have spent my free time that could have gone to my children instead of wasted & nothing to show for it. If Sago promises to pay people for their time & assistance then they should deliver. Please help me get my earned payment. Because I can’t even get a response from them regarding my issue.Customer Answer
Date: 10/07/2024
Better Business Bureau:I have heard back from the help desk & they have reset everything so that I was able to finish my registration & activate the card.
Regards,
****** ********Initial Complaint
Date:10/04/2024
Type:Order IssuesStatus: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 just recently participated in a Study with a friend because it was a research for Friends. We both did a board for 3 days and then a zoom with a researcher. It was a total incentive of $250. We did A LOT of work and always it was always on time. My friend got her payment in her wallet a week later. I was like hmm where is mine? Let me check, to my surprise seems I've been locked from my account. I contacted them and of course no response. I also participated in a pet study in August for 225 which also involved a lot of work.
The last 3 times I have requested a payout from Sago they took forever but I figured this will come eventually. I had funds in my wallet that I was waiting to accumulate and request all at once. I have over $500 that they owe me Well to my surprise Now, I tried to log into my account today, 10/04/24, to redeem my remaining funds (So I can wait 6 weeks to get it because they are terrible at paying in a timely manner)...and now "technical issues" and I cannot get into my account. Due to the EXTREME lack of response and customer service I am filing this compliant. I want to be able to get into my account ASAP to redeem my money and I want it paid immediately There is NO excuse for the lack of timeliness and response from this company. Please respond to the issue ASAP! If I don't get my payments I will have to take legal action and I will contact the client I did the research with to tell them Sago is not paying. Yes I have the clients information because we had to communicate via email. SAGO DO BETTER!Business Response
Date: 10/09/2024
Our
records indicate you have recently been in contact with a member of our support
team. We kindly ask for your patience as they look into your inquiries, and
encourage you to check with our support team for the most recent update.Business Response
Date: 10/10/2024
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.Customer Answer
Date: 10/19/2024
[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, but it should not take to this to get paid.
Regards,
**** ********Initial Complaint
Date:10/04/2024
Type:Service or Repair IssuesStatus: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 August 26, I completed a study with Sago and requested funds in the form of a physical **** gift card for $160 for my participation. It has been 29 business days/6 weeks and my account shows it is still processing. Sago has failed to provide a response regarding any delays or updates. This is unacceptable, and fraudulent.Business Response
Date: 10/07/2024
Our records show your redemption has been processed. As a reminder, if requesting a Physical Visa gift card, upon completion of the redemption process, you will receive an email from [email protected]. Please carefully review the email to confirm your mailing address. 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.Initial Complaint
Date:10/04/2024
Type:Order IssuesStatus: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 two focus groups through SAGO on 8/7/24 and 8/21/24. I waited the appropriate time and had to open a ticket to receive my points. I got them (27,500 =$275) on 8/30/24. I redeemed them all on 8/31/24.
I have waited beyond the stated 20 business days, including Labor Day, and my redemption still shows as processing. I’ve spent more that four hours filling out the surveys, getting screened over the phone, and doing the focus groups. I’ve never had this much of an issue. I’ve submitted multiple tickets this week to no response. Normally my tickets get a response within a day.
I would like my reward processed as per the agreed upon timeframe. I’ve done my part. Please do yours.Business Response
Date: 10/07/2024
According
to our records, your redemption is now showing
as processed and claimed as of October 4th. Should you have any inquiries, please do not hesitate
to reach out to our support team.Customer Answer
Date: 10/07/2024
[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:10/03/2024
Type:Product IssuesStatus: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 two gift cards with one being on 9/5 and the other being on 9/6. Its been over 20 days, and given the track record of this company, im very concerned that I wont get paid anytime soon. Im reaching out to get my rewards processed as soon as possible, ideally today given that 20 days is already an incredibly long time to wait for a payment to be processed.Business Response
Date: 10/07/2024
Our records show all pending redemptions have been processed as of this morning. If requesting a Virtual gift card, an email will be sent to you from [email protected]. Please review the email carefully in order to activate your reward. Once your redemption has been activated or claimed, it is ready for use.Initial Complaint
Date:10/01/2024
Type:Service or Repair IssuesStatus: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 study through Sago and received my incentive points in my wallet on 8/31/24. I immediately redeemed those points for a $100 virtual ***** As of 10/01/24, this redemption still says it is processing. While Sago does state that redemptions can take up to 20 business days to be processed during high volume times, it has been MORE THAN 20 BUSINESS DAYS. I also sent an email inquiring about the redemption on 9/21/24, left a voicemail on 9/27/24, and sent another follow up email on 9/30/24. I have not received a single reply other than the automated reply that's generated which states "We appreciate your patience and please be assured all emails will receive a response." which is absurd.Business Response
Date: 10/02/2024
In reviewing your account; your redemption is showing
as processed and claimed. Should you have any inquiries, please do not hesitate
to reach out to our support team.Initial Complaint
Date:09/30/2024
Type:Order IssuesStatus: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.
For completing market research projects SAGO offers various types of payment including physical gift cards and virtual gift cards. Seemingly the company has the ability to offer many projects but when it comes to paying participants for their efforts the company states there are delays in processing. Similar messages from the company have appeared for years without the backlog for processing incentives ever getting shorter. I submitted my request for a virtual gift card on 8/30/2024. A message appeared stating it could take up to 20 days for processing with an additional 7 days for processing physical gifts cards. More than 20 days have passed. I have contacted the helpdesk and multiple persons in leadership roles within the company but there has been no response. Seemingly it has become a normal practice for the company to force participants to wait long periods to be compensated for their efforts and in my experience many other participants have complained about this policy.Business Response
Date: 10/02/2024
Our records show your redemption has been processed. As a reminder, if requesting a Virtual gift card, an email will be sent to you from [email protected]. Please review the email
carefully in order to activate your reward. Once your redemption has been
activated or claimed, it is ready for use.Customer Answer
Date: 10/02/2024
[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 would hope the business continues as a leader in their industry. I am grateful for the opportunities to participate and would only hope there is more transparency, more expeditious in and during time to process incentives as in this case the process of this incentive went beyond the period of time provided.
Regards,
***** ********Initial Complaint
Date:09/30/2024
Type:Order IssuesStatus: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 never received my incentive for this group. It's been almost two months. I have call, emailed and left messages. I have not received compensation yet.
Hello Tamitta O,
You have been invited to join the ********** Group 4: 8/1/24 at 11:00am ET event starting on Thursday, August 1, 2024 10:45 AM EDT and ending on Thursday, August 1, 2024 12:30
Redemption Details
Request ID Request Date Redemption Type Points Amount Status
******* 9/15/2024 5:45:52 PM FocusGroup Virtual Visa® Reward 12,600 126.00 USD ProcessingBusiness Response
Date: 10/02/2024
Our records indicate that you have a pending
redemption requested on September 15th. Kindly expect a processing period of up to 20
business days during peak times, as specified in your confirmation email. If
you do not receive it within that timeframe, please contact our support team
for help.Customer Answer
Date: 10/02/2024
[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:09/30/2024
Type:Order IssuesStatus: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 participated in a Focus Group back on September 5, it lasted three hours and I was to receive a payment of $250. I selected the option of a physical gift card and I have yet to receive it, the status just continues to show as processing. I have called and emailed several times and have never received a response. I want my payment.Business Response
Date: 10/02/2024
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 a reminder, 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.Customer Answer
Date: 10/02/2024
[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 received an email to continue with the processing and mailing of payment. If payment is not received in time timeframe specified by Sago, I will follow up with an update.
Regards,
***** *******Initial Complaint
Date:09/30/2024
Type:Order IssuesStatus: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 don't want to file a complaint, but this seems the only avenue to receive payment for services given. I do surveys for SAGO frequently, but they constantly go over the time parameters that they set for payment. On August 6 2024, I participated in an online study for Health & Wellness ***********. They were supposed to start the payment process 10 business days later, but didn't pay until 18 business days. So I claimed my payment on 8/31 and 20 business days have come and gone and it's still processing. Please process my online payment today. Here are the details: Request ID: ******* Request Date: 8/31/2024 5:51:34 PM Redemption Type: Virtual Visa® Reward Points: 12,500 Amount: 125.00 USD Status: Processing. Don't tell me there are circumstances beyond your control as you keep telling participants for the past year. There seems to be problems with your payment department that you should have been able to fix by now, or just go back to paying us the old way. You claim to be a leader in your field but treat your participants like dirt. I'm a good survey participant. You should treat me as such. Pay me.Business Response
Date: 10/02/2024
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.Customer Answer
Date: 10/02/2024
[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,
******* **********
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