Business Profile

Market Research

Sago

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Market Research.

Complaints

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

Customer Complaints Summary

1,210 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.

Initial Complaint
Date:06/24/2024
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 participated in surveys with Schlessinger (now Sago) over the years and always have been paid. I have not been paid for 2 surveys (one in-person). I worry they are just collecting data on us and not paying. This needs to be looked into by authorities - who owns Sago now (*****?)
Business Response
Date: 06/27/2024
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. Please anticipate a processing period of up to 20 business days during high volume periods.
Initial Complaint
Date:06/24/2024
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 completed several surveys with Sago/Focus Group and submitted a redemption request for a $61 virtual gift card on 6/3/2024 (Request ID number ********. 21 days have gone by without receiving the incentive. I reached out last week to the customer service team for an update with no response. I would like to receive my virtual gift card, please.
Customer Answer
Date: 06/27/2024
Good morning,
The points were added to my Focus Group wallet from several surveys. Its like a bucket of points and you can redeem the points for a gift card. I redeemed my remaining points and included the redemption request number in my complaint along with the date the redemption was submitted.
Business Response
Date: 07/01/2024
Our records show your incentive was received and a redemption was made. Your redemption is currently pending approval. Your redemption should be approved within the next ***** hours. Once it has been processed, you will receive an email from ******************************. Please note that processing may take up to 20 business days during high volume periods.
Initial Complaint
Date:06/21/2024
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.
My work dates with SAGO were on May 29th and May 30th of 2024. Both dates from 8 am till 5 pm. I have not yet received my payment and today is June 21st of 2024. They said I will receive my payment at least 20 days and its been over 22 days excluding Juneteenth as a holiday. This company is notorious for paying people late and its got to stop. People need their money on time to pay the bills and put food on the table. These things dont wait for people like we have to wait for these companies that simply just dont care. We do the hard work, we expect to get paid period. This business must be held accountable for their excessive late payments ever since the covid-19 pandemic happened. This should be no excuse for them not to pay us on time.
Business Response
Date: 06/27/2024
According to our records, the issue has been resolved as your redemption is 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: 06/27/2024
[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:06/21/2024
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 was told within two or three hours if I participated at a sago location and while I did receive the points the virtual card that usually comes automatically after redeeming never came and I'm reading now that they're talking about 20 business days that's unacceptable I want my money and I want it now, this is in ******* on 6-20-24
Business Response
Date: 06/27/2024
Our records show that you have recently been in contact with a member of our support team. According to 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. Kindly refer to the below link provided in your confirmation email for details on the incentive timeframe. Please review under " General Details".
*****************************************************************************************************************
Customer Answer
Date: 06/27/2024

Complaint: 21881672

I am rejecting this response because:
Cuz clearly it doesn't take 20 business days to approve people's payments I mean honestly 20 business days you're talking about a month for somebody to click approve that's the whole point of getting the virtual card as a payment so that it it's done in an expeditious manner you guys clearly have a problem paying people a month is absurd every other research company I've ever done anything for once I do the study within 3 days 4 days business days tops there's my card is in my email you guys really should take a long hard look at whoever the provider is for you and maybe somebody should do something about it so you don't keep losing a participants cuz you've already lost many many and you just lost another one

Regards,

***************************
Business Response
Date: 07/01/2024
Please anticipate a processing period of up to 20 business days during high volume periods, as previously advised. If you do not receive it within that timeframe, please reach out to our support team for assistance.
Customer Answer
Date: 07/01/2024

Complaint: 21881672

I am rejecting this response because: I don't even know where to begin because nobody ever gets a personal response from you guys it's always the same template default response of expect 20 days during high volume, which honestly is really really probably the worst response you can give people that are looking for answers and after reading many of the complaints here and other places you guys are doing a very poor job at fielding these complaints because you say the same thing to everybody and let me explain something to you you guys are losing a lot of people cuz nobody wants to do anything for you guys anymore I don't know why the higher *** and the executive offices haven't taken notice and allow you guys to continue with these ridiculous 20 business day answers. And just a thought, here here's what doesn't make sense the points are approved to go into my wallet somebody there at the office approve those points meaning that I participated so why does it need to be approved again when I want to redeem them everywhere else it's automatic once the credits are in your wallet they've been approved already why does it need to be approved again I've already been approved thus the point deposit so dragging everybody along and ***etting everybody to be approved again for a month seems a little bit repetitive and unnecessary you're unnecessarily ******* off all your participants because the points were approved when they were deposited into the wallet think about it what is it what needs to be approved nothing it's already been approved. You know what I think I'm done talking to the better Business bureau and whoever the person responding is I guess I'm sure it's already been done I'll have to write to an executive and explain to them what they should already know and help them do their job to get my payment and everybody else may benefit from it I don't know maybe they could do it too and I can benefit. It's just poor poor business management.

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: 07/12/2024

Complaint: 21881672

I am rejecting this response because: yeah this process gave me no resolution or relief only after contacting the president of **** multiple times did he have the problem rectified so yeah this doesn't satisfy me at all you've been absolutely zero help and rectifying the issue with me or hundreds of others shame on you

Regards,

***************************
Initial Complaint
Date:06/19/2024
Type:Billing 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 performed a consumer panel study for sago on 5/13/2024 and over a month they have still not given me my incentive pay cards I asked for redemption over 20 days ago. There are many many people not receiving what is owed
Business Response
Date: 06/20/2024
Our records indicate that you have a pending redemption requested on May30th. 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.
Initial Complaint
Date:06/19/2024
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 claims on its website to pay out incentives fast, but they are anything but fast. I requested payment on 5/26 and 6/3 and have yet to receive either payment. I finished the focus group in a timely manner as they requested, the least they could do is pay out in a timely manner.
Business Response
Date: 06/20/2024
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.
Initial Complaint
Date:06/18/2024
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.
Completed a task which promised compensation in the form of a "******." The ******ed points can be redeemed for gift cards or a pre-paid debit card, the amount corresponding with the # of points you have.

Even though their disclaimer states that ******s might not be available for 10 business days, and redemptions may take up to 20 (with an additional 5-7 days for physical (vs *******) cards), it has been 36 business days (4/26/24) since I redeemed my points.

Not only that, but I started an email thread with their helpdesk on 6/11, and have not heard a peep since (other than the automated email that confirms receipt). Also requested an update on 6/13, also no response.
Business Response
Date: 07/01/2024
Our records indicate that you have requested a physical **** gift card on April 26th which was approved on May 21st. Upon completion of the redemption process, you will receive an email from ******@*******************.***. 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 "****** ******," so kindly keep an eye out for it.
Customer Answer
Date: 07/12/2024

Complaint: ********

I am rejecting this response because:

Although I did finally receive a response from the Sago helpdesk on 7/11 (original request sent 6/12), it was to tell me that that their "records" showed this supposed email was resent on 7/1. I have responded to their helpdesk, asking them to check the email address it is being sent to, because I have absolutely nothing from @******************* in my Spam, Quarantine, Trash or Inbox going back to the middle of June. I also checked my work email (Quarantine, Trash, Spam)......nothing there, either.
I'll reiterate, too----if it had not been months since this started, with little to no communication from their helpdesk, this probably wouldn't be an issue.

Regards,

****** *******
Business Response
Date: 07/16/2024
Our records show your redemption was processed on May 21st. Your redemption email has been resent on three separate occasions. If you need further assistance, please contact a member of our support team directly.
05/21/2024 01:34 PM Order Created
05/21/2024 01:34 PM Order Processing
05/21/2024 01:34 PM Order Processed
05/21/2024 01:34 PM ****** Sent
07/01/2024 10:05 AM ****** Email Resent (Resending (needs to verify address)
07/16/2024 01:55 PM ****** Email Resent (Resending- did not receive)
It appears you received an email from the same sender back in February regarding your January redemption. Please check your spam as well, the email will come from ******@*******************.com. Please make sure to add ******@*******************.com to your safe senders list.
Customer Answer
Date: 07/18/2024
[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:06/16/2024
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.
see desired settlement explanation
Business Response
Date: 07/01/2024
Our records show for your participation in this study we processed 2500 points ($25.00) on June 14th. The incentive was processed under the **** number of ******. Please contact our support team should you need further assistance.
********** Miscellaneous Point 2500 6/14/2024, 2:51:48 PM
Customer Answer
Date: 07/01/2024

Complaint: 21858899

I am rejecting this response because: I AM REFERRING TO A DIFFERENT SURVEY THAT OCCURED A MONTH EARLIER ON MAY 15TH

Regards,

*********************
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:06/12/2024
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 called, emailed called again, emailed, gotten on their ******** and posted and no one will contact me. I am unable to get into my account according to their website due to tech issue and to *************************** when I click on that link, it takes me to a page that does not exist. On their social media, they suggest reaching out to Virtual Rewards Center.com, who confirms that SAGO has dropped the ball, has refused to pay out their customers and gets complaints from ****************************************************************** customers daily. The Phone Number for the ********************************************* goes to a voicemail that no one responds from and the email sends an automated response and months go by with no response. The last person I talked to months ago was unhelpful and practically told me to wait another 6 months to get paid. I contacted SAGO headquarters directly, that does to voicemail too (does no one have a phone anymore?). I want someone to contact me to fix my account, and pay me the services I provided to the company. Per the agreement I signed to be a sub-contractor, you are obligated by law to pay me and to do so in a timely manner. I have not received payouts from January, February, and March of 2024, more than the "please wait 20 business days to receive compensation". I cannot access them from the account, because no one has reached out to me to fix said account after many failed attempts. Please do what is right and fix this and I will go on my merry way. You have an obligation to your SUB-CONTRACTORS who perform services in order to get paid, to actually pay them and to respond to any inquiries in a timely manner. Months to never respond is NOT timely.
Business Response
Date: 06/13/2024
Our records indicate you have recently been in contact with a member of our support team. Our records show you manually unsubscribed your account on May 8th. As advised, your profile has been updated accordingly and is now active. Please contact our support team should you need further assistance.
Customer Answer
Date: 06/13/2024
[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:06/12/2024
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 was invited to do a panel research survey with this company back in May 2024 and I was going to be paid $200. Finished the project on May 21st still have not received my payment. It is now June 12. I have send emails to their help desk when I finally did get answered I got their standard message, "processing takes 20 days in high volume times". It does not take over 20 days to do a virtual gift card **** card whatever. Since I have done their project I have redeemed points with Fetch rewards for my receipts that I saved and got my virtual gift card within 3 days. Why does it take so long for Sago?My gift card has been processing since June 3rd. Come on Sago/Focus Group you can do better.
Business Response
Date: 06/13/2024
Please anticipate a processing period of up to 20 business days during high volume periods. Per all confirmation emails and screening requirements you must agree to our incentive processing timeframe prior to participation. Please contact our support team if you do not receive it at that time.
Customer Answer
Date: 06/14/2024

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. Wow! Amazing all of a sudden today they send me my payment.

Regards,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Sago is NOT a BBB Accredited Business.