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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

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    Customer Complaints Summary

    • 1,206 total complaints in the last 3 years.
    • 414 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 a candy study for sago on 6/6/2024. I waited more than 2 weeks to receive the incentive, and then you have to wait 10 business days to actually get the gift card. I chose the virtual **** hoping it would come quickly. I entered this on June 21st and we are coming up on a month with no word. I have emailed and called the company with no response. I took several hours out of my day to complete a study, no other focus group site takes this long to pay folks and at this point I don't believe I will be paid based on other reviews! I would like at least an update on when I'll receive my $70 incentive

      Business Response

      Date: 07/19/2024

      Please anticipate a processing period of up to 20 business days during high volume periods, as outlined in your confirmation email. If you do not receive it within that timeframe, please reach out to our support team for assistance directly at *************************************************. 

    • Initial Complaint

      Date:07/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 part 1 of a travel survey UIG24800978 (May 21st) that paid $40 for homework and $130 to do a webcam interview and was never paid. I completed part 2 of the survey on May 30 by downloading the Indeemo app to my phone and that paid $150. I am owed $320 in total and it has been over 8 weeks since the first part of the survey and I haven't received my money. I have been in contact with ********************* the Project Manager as well as ******************* the Project Coordinator and was told by both of them several times that the money was on the way but I never received it. I have also contacted the Helpdesk and never heard back from them. I left a voicemail on 07/15 & 07/12 and no one reached back out either by email or phone. All I want is my money that I am rightfully owed because of my participation in both parts of the travel study.

      Business Response

      Date: 07/19/2024

      Our records indicate you have recently been in contact with a member of our support team, please review for the most recent update. Your incentive has been processed and will be available for redemption within the next 72 hours. Please contact our support team directly should you need further assistance. 

    • Initial Complaint

      Date:07/15/2024

      Type:Product Issues
      Status:
      Answered
      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 my in person focus group on June 28th. On July 6th I selected the type of gift card to receive. It does not take NINE days to issue a gift card. Get it together. I am owed $100. DO BETTER PATHETIC SCAMMERS

      Business Response

      Date: 07/19/2024

      Our records indicate you have recently been in contact with a member of our support team. Please anticipate a processing period of up to 20 business days during high volume periods as outlined in your confirmation email. Should you have any inquiries, please do not hesitate to reach out to our support team.

    • Initial Complaint

      Date:07/08/2024

      Type:Order Issues
      Status:
      Resolved
      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 provided services as a participant in 2 surveys Conducted by Sago, And have yet to be paid for my services and which stated on their website.I should have already been paid

      Business Response

      Date: 07/11/2024

      According
      to our records, the issue has been resolved as your redemption is now showing
      as processed and claimed. Your redemption was processed within the allotted 20
      business days as outlined in your confirmation email. Should you have any
      inquiries, please do not hesitate to reach out to our support team.

      Customer Answer

      Date: 07/15/2024

      [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.m



      Regards,


      ******** *******

    • Initial Complaint

      Date:07/08/2024

      Type:Order Issues
      Status:
      Answered
      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.
      Not given reward even though it says paid on website.

      Business Response

      Date: 07/11/2024

      According to our records, the issue has been resolved as your redemption is showing processed. Your redemption email will come from ******************************.  Should you have any inquiries, please do not hesitate to reach out to our support team at **************************************************

    • Initial Complaint

      Date:07/07/2024

      Type:Order Issues
      Status:
      Answered
      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 my focus group over 1 month ago it took more than one month to receive my points. Now I have tried to redeem my virtual gift card and it has been processing for more than a week. This company does not adhere to any if the time frames they gave me in writing when I agreed to do the study. I was supposed to receive payment in up to 2 weeks it took more than a month and still I can't access my virtual card. Unacceptable. I also had to oay $20 for parking I sent a receipt and never got a reply. They promised they would reimburse hs for parking. So I actually LOST 20 dollars plus gas and 4 hours of my time. How can you treat people this way and sleep good at night? Wow

      Business Response

      Date: 07/11/2024

      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. 

    • Initial Complaint

      Date:07/03/2024

      Type:Order Issues
      Status:
      Answered
      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.
      Everything is in the attached document.

      - date of participation 6/12/2024
      -date of added funds 6/16/2024
      -ongoing processing of payment without actual any payment whatsoever
      -lack of communication
      -breach of contract for not providing payment in timely fashion although forcing participants to a NDA
      - providing little to no communication as to why a virtual payment method takes so long to be accepted
      -outsourcing employees that do not have any connection to the company and cannot provide any resolution
      - as of 7/3/2024 no response as to why other than the company can take up 7 weeks to resolve

      Business Response

      Date: 07/05/2024

      Our records indicate you
      have recently been in contact with a member of our support team. As advised and outlined in your confirmation email, please
      anticipate a processing period of up to 20 business days during high volume
      periods. If you do not receive it within that timeframe, please reach out to
      our support team for assistance. 

      Business Response

      Date: 07/15/2024

      Please take a moment to review the email confirmation link provided below, which details our incentive processing timeframe. The additional email you have received serves as a notification informing you that funds have been deposited into your account. Kindly click on "click here" within the email body to navigate to our Knowledge base and familiarize yourself with our processing procedures.

      Customer Answer

      Date: 07/18/2024



      Complaint: ********



      I am rejecting this response because:


      even though they provided payment it was only after I made a formal complaint. This is unacceptable and should be noted to future users that this company likes to play with people’s money.





      Regards,


      ***** ******** 

    • Initial Complaint

      Date:06/26/2024

      Type:Product Issues
      Status:
      Answered
      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 part of a focus group in person in their office at *****************************************, on June 11, 2024, from 9 AM to 12 PM. I completed all parts of the study and asked the front desk how I would receive compensation (promised as $250), and was told: "by the end of the day, you should receive the gift card in your email". Two days passed and I did not receive any emails from SAGO or anything related. I called the office, and spoke to someone who had an email sent to me -- they didn't even send the points to the "digital wallet" until I called their office to complain about it. I "redeemed" the points for a $150 Target gift card, and a $100 Amazon gift card (total compensation of $250).Two weeks later, my virtual gift cards are still listed in my "digital wallet" as "processing", and the office is not answering their phone, neither are the ****** or "Study Staff" phone numbers listed on the *** I signed. I feel: 1) misled, because I was told I would receive payment on the day of June 11th by the employee in the office; 2) taken advantage of, because I spent three hours engaging in market research that I have yet to be compensated for.I would like my virtual gift cards by the end of this week, to at the very least honor the lengthy "20 day processing time" mentioned in other comments. I would like the name, email address, or phone number of the project manager, or whoever otherwise ordered SAGO to host this focus group on their behalf, because they have a right to know that their participants are not being paid promptly. Reach me at *************************** I will continue calling the office.

      Business Response

      Date: 07/01/2024

      Our records show you have 2 pending redemption requested on June 15th. Please anticipate a processing period of up to 20 business days during high volume periods as outline in your confirmation email. If you do not receive it within that timeframe, please reach out to our support team for assistance at *************************************************. 

    • Initial Complaint

      Date:06/25/2024

      Type:Product Issues
      Status:
      Resolved
      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 took part in Sago's research study # ******* on 6/3/2024 at 2:28:28 PM. I was promised a ************ Reward of ***** points, equivalent to $75. I redeemed the $75 on June 3rd. However, despite their promise to make the payment within 20 days, it has been 25 days and I have not received the payment. I have sent two emails but have not received any response. This is unacceptable behavior from this company.

      Business Response

      Date: 07/01/2024

      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. 

      Customer Answer

      Date: 07/01/2024


      Complaint: 21899185

      I am rejecting this response because: it has been well past the 20 days promised payment, this company lies to all of its workers I would like to be compensated and removed from the platform I no longer want to work with SAGO as they lost my trust



      Regards,

      *****************************

      Business Response

      Date: 07/11/2024

      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 directly at **************************************************

      Customer Answer

      Date: 07/11/2024

      [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:06/24/2024

      Type:Product Issues
      Status:
      Answered
      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 a study in a timely manner. I was told I would be reached out to about it at the following Tuesday at the closing of the study. It didn't happen. I keep reaching out to a Project Manager involved. The moderators never contacted. Days later I received the incentive to my wallet. I decided for a virtual card thinking to be sure it would be instant to your email like all other virtual cards in the world. Then, I get the dreaded " Processing". So, I reach out to help desk a handful of times with no response. I reach back out to the Project Manager with no response. It's just crazy bad business and poor communication. So, then I have to look myself to what is "frozen" in processing. It says in busy times it could take up to 20 days. From looking around, it seems to always be busy times. So, it's been 2 weeks, but is extremely disappointing that I can't get any response whatsoever. It makes me feel scammed and taken advantage of. I poured a lot into my study and went out and did tasks and stayed up working on it even when I had to be up early the next morning for work.

      Business Response

      Date: 07/01/2024

      Our records show that you have recently interacted with a member of our support team. Per all confirmation emails and screening requirements, it is necessary for you to consent to our incentive processing timeframe before participating. Please note that during peak periods, the processing may take up to 20 business days as previously communicated. 

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