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

1,210 total complaints in the last 3 years.
409 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:05/09/2024
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.
Businesses pay Sago up front to find market researchers for products. I was apart of a 3 month assignment that ended on 4/18. It is ridiculous that a person has to wait so long for their virtual card to be processed. With a click of a button funds should be issued. I spent my time for three months reviewing a product, and why should I have to wait so long once points have been redeemed to be processed. This is the only company that waits so long to pay researchers. Please process my claim.
Business Response
Date: 05/15/2024
Per all confirmation emails and screening requirements you must agree to our incentive processing timeframe prior to participation. Unfortunately, during high volume periods it can take up to 20 business days as advised. If you require additional assistance, please do not hesitate to reach out to our support team.
Customer Answer
Date: 05/15/2024

Complaint: 21690861

I am rejecting this response because:
My Study was completed on April 18, and I have waited the 20 business days.

Regards,

*****************************
Business Response
Date: 05/28/2024
According to our records, the issue has been resolved as your redemption is now showing as processed and claimed as of May 16th. 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: 05/29/2024
[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:05/08/2024
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.
I have completed a focus group for this company on April 30th for $200. I selected virtual card redemption for a virtual visa & have not received the incentive. In the past, this company has repeatedly taken over several months to issue virtual visa cards when the industry standard has generally been to issue virtual cards within 1-2 days of redemption via email. This focus group company is notorious for taking so long to issue the incentives & has been repeatedly saying it will take almost a month due to high volume periods. The high volume periods have been persisting since Nov. of 2023. I have never done studies that take this long to issue an virtual visa incentive
Business Response
Date: 05/15/2024
We
kindly request that you allow for a processing period of up to 20 business days
during periods of high volume. We urge you to carefully review the confirmation
you received before commencing the study, as it clearly indicates that a
timeframe of up to 20 business days should be expected. Please contact our support team directly should you require further assistance.
Business Response
Date: 05/28/2024
According to our
records, the issue has been resolved as your redemption is now showing as
processed and claimed as of May 23rd. 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: 05/30/2024
[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:05/07/2024
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.
Last week I participated in a research study about an upcoming election and the candidates, and have now been told it will take up to 20 business days to receive the $137.00 virtual **** card I requested for payment, and that this is normal processing time. I was NOT told this before or after the study, and do not understand why "processing" time is so lengthy. With other Market Research firms I've participated with I've received payment that day or within 2 business days at most.I see now that there are numerous complaints against Sago for this same thing, including not actually issuing the payment at all. At this time I won't be strung along and would like to receive my incentive in a reasonable timeframe.
Business Response
Date: 05/08/2024
According to our records,the issue has been resolved as your redemption is now showing as processed and claimed. Please review your confirmation email under "general details" which states we kindly request that you allow "up to 20 business days for processing" during high volume periods.
Customer Answer
Date: 05/08/2024
[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, though it is unfortunate that a BBB complaint was again necessary to receive payment in a timely manner. It also shows that Sago can do that, but only when pressed apparently.

Regards,

**********************;
Initial Complaint
Date:05/04/2024
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.
After almost a month I finally got my points for a study I completed and now Im still waiting on the virtual card. This is insane that you have to wait 2 months for the incentive that yall promised. Im probably done with this
Customer Answer
Date: 05/07/2024
I completed the survey on 4/3/24 at 12:00 pm est
Business Response
Date: 05/08/2024
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:05/03/2024
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.
As many other complaints here state, I have done several focus groups for this company for which I have not yet received payment and it has been months. I am owed two physical gift cards that should total a little over $300.
Business Response
Date: 05/08/2024
Our records show you do not have any pending redemptions. Please contact our support team directly if you have any questions or need further assistance.
Initial Complaint
Date:05/01/2024
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.
I finished participating in a focus group in person in NYC one week ago, study reference number *********** (April 24, 2024). I redeemed the points in the form of a $140.00 USD virtual visa reward card (request ID ********. I still haven't received the card. I don't care about your processing times, windows for delivery of payment, or anything like that. I completed the study and I demand to be paid right now. Send me the $140.00 USD virtual visa immediately. Thanks
Business Response
Date: 05/02/2024
Our records
indicate you have a pending redemption from April 25th. 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. Please review your confirmation email under " General Details" which states the above.
Business Response
Date: 05/14/2024
According
to our records, the issue has been resolved as your redemption is now showing
as processed and claimed as of May 8th. Should you have any inquiries, please do not hesitate
to reach out to our support team.
Customer Answer
Date: 05/15/2024
[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.

Regards,

**** ************
Initial Complaint
Date:05/01/2024
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 began the study ID *********** on 2/21/24.Total payment is $375 ($350 base, $25 Homework Honorarium.) Payment was promised 2-3 weeks from study completion (3/10/24 - 3/17-24). I started reaching out to support via email 4/17/24. It has been over two months from study completion.I have made multiple attempts to resolve this issue, only to be ignored and pushed aside. I called yesterday and was unable to reach a human being. I called today and reached someone, only to be immediately put on hold for 15 minutes and then hung up on. I called back and was further ignored. I expect the $375 to be deposited into my online wallet.
Business Response
Date: 05/02/2024
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: 05/02/2024

Complaint: 21650937

I am rejecting this response because the time period for expected payment has expired. My account still has not been credited the amount I am owed ($375). My multiple inquiries via phone and email are repeatedly met with dismissive language with no resolution in sight. There is no excuse for nonpayment. Please credit my account immediately.

Regards,

*******************
Business Response
Date: 05/14/2024
According to our records, the issue has been resolved as you were able to log in successfully and complete a redemption. If you require additional assistance,please do not hesitate to reach out to our support team.
Initial Complaint
Date:05/01/2024
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 a hair care study for sago over the course of many months, I was told the study would close the 12th of April and incentives would be sent to processing. After that I was sent an email that said they did not receive the return product, I sent it in the mail, I know they received it but don't want to pay. The only way you can ever get them to pay you is if you complain for weeks on end and they might not even respond to their emails, they want you to work but they refuse to pay you. sago/ focus group.com is literally the worst company i have worked for
Business Response
Date: 05/02/2024
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: 05/02/2024
[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:04/30/2024
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 received my incentive notification on 4/2/24 and it has now been 20 business days I have been waiting to get my incentive rewards. I don't understand why it takes so long to issue a gift card. It should take less than 24 hours. Some folks have been waiting months! Crazy you'd rather have poor reviews than fix your problems.
Business Response
Date: 05/01/2024
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: 05/01/2024

Complaint: 21647599

I am rejecting this response because:

Looking through the BBB website, this has been going on for months. Sago FIX YOUR PROBLEMS! They tell participants it "may take up to 20 business days during high volume periods." It seems it's always a high volume period. Why is it so high volume? Because Sago won't fix their issues. It's interesting how fast they responded after I filed a BBB complaint and how my gift card suddenly appeared.

Regards,

***********************
Business Response
Date: 05/14/2024
Should you have any inquiries, please do not hesitate to reach out to our support team.
Initial Complaint
Date:04/29/2024
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.
My name is ****** ****** and I've redeemed my points in my Sago Focus Group Wallet. I've redeemed 3 different payments from my wallet for a Virtual Visa card and I haven't received them yet. There are three that I redeemed my points for 2 are just for $10 and the other is for $150. Everytime I redeem my points it takes almost a month or more to receive finally receive it. I don't think it's fair to have to wait this long to receive my redeemed payments for completing the studies for Sago. It used to never take this long. Can you please help me get my 3 redemption from my Focus Group Wallet processed and sent.
Business Response
Date: 05/01/2024
Our records indicate that you have three pending
redemptions, requested on April 18th, 22nd and 26th. As advised, 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: 05/14/2024
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.
Customer Answer
Date: 05/15/2024

Complaint: ********

I am rejecting this response because:

This is ridiculous. To have to always wait even longer to receive my incentives after completing a study and doing everything that I'm supposed to do. So to make it so difficult to receive my redemption. My rent is past due and I have really been needing my incentives to help pay rent so that I don't lose my home

Regards,

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

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Sago is NOT a BBB Accredited Business.