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: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.
I successfully completed an online research board through Sago on March 19, 2024. It was titled Online Apps Users and the incentive was for 140 dollars. I claimed a virtual **** gift card for the incentive on March 31, 2024. Sago rules states that incentives can take up to 20 days to process and receive. It is now over 21 days, and I still have not received my incentive. I am looking for help in receiving the incentive owed to me. Thank you.***************
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. Please note: your pending redemptions requested in ***** will be processed within 20 business days from requested date.
Initial Complaint
Date:04/28/2024
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 completed market research work for Focus Group up until February 2024 when I stopped receiving emails and became unable to log into their website. I contacted customer support but only received a robo response. I am owed money for surveys completed on their site. 2/18 $5 Amazon gift card, 2/8 $15 **** gift card and 2/19 $20 **** gift card. My last log in showed these payments processing. The company has not responded to my emails or sent the money owed.
Business Response
Date: 05/01/2024
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: 05/01/2024

Complaint: 21637767

I am rejecting this response because: although I have been contacted by customer service in an attempt resolve my issue, I am still not able to log into my account and I have not been paid the money I am owed. Customer support requested a copy of my ID to unlock my account. I have sent a copy of my ID and I am still waiting to get this issue resolved.

Regards,

***** Land
Business Response
Date: 05/02/2024
According to our records, your account has been activated upon receipt of the necessary information. Should you require additional assistance, please do not hesitate to contact our support team.
Customer Answer
Date: 05/03/2024

Complaint: 21637767

I am rejecting this response because: although I have been in contact with the business and I am now able to access my account, the business still owes me $40 that has not been paid since February 2024. I was promised that the money would be paid within 20 business days. It has been almost 3 months and I still have not received payment for surveys I completed on their site. I will consider this matter closed when I received the money owed to me.

Regards,

***** Land
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. 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,

***** Land
Initial Complaint
Date:04/28/2024
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've been trying to resolve a payment issue with SAGO since 2023 for study UIG22802285 for $100. Despite multiple attempts with the help desk, I haven't been able to come to a resolution. I didn't receive the prepaid Mastercard issued by SAGO/**** of America for study UIG22802285 before the outlined expiration date on the card, leaving a balance of $0.00. **** of America states that funds from an unused card issued by SAGO are refunded/removed after the expiration date. I'd appreciate your help in rectifying this situation, as I value participating in the SAGO community. Thank you for your assistance.
Business Response
Date: 05/01/2024
Our records indicate that you have recently been in contact with a member of our support team. It is important to note that the card must be used before the visible expiration date; otherwise, an expiration date would not be placed on the card. Regrettably, there is nothing further we can assist you with at this time. We have already issued an incentive for your participation, which unfortunately has now expired. Please understand that we cannot issue a second incentive for the same study. Furthermore, it should be noted that we no longer use **** of America as our card processing vendor. As advised previously, you have been misinformed, please contact *** and ask for a supervisor to better assist with your concern.
Customer Answer
Date: 05/01/2024

Complaint: 21637466

I am rejecting this response because:
The incentive expired due to the card arriving after the expiration date noted on the card. The margin of error falls upon SAGO and the United ********************** I completed the survey and should be compensated for my time/effort. I am aware that the new SAGO payment platform would not allow for a similar error. However, this does not help my situation. Please note per the recommendation of the help desk at SAGO, I have reached out to BOA numerous times, and they have redirected me back to SAGO to rectify this situation. *** tells me to reach out to SAGO, and SAGO tells me to reach out to BOA, which has been going on for several months to no end. As a valued contributor to the SAGO community, I'd like my issue to be escalated to the executive management team to address/resolve my concern. Thank you.

Regards,
***********************************
Business Response
Date: 05/02/2024
Please contact **** of America and request to speak with a supervisor directly should you need further assistance, we cannot assist you with this matter.
Initial Complaint
Date:04/28/2024
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.
On March 29th, 2024 I took time off work to do a Focus Group on convenient meals at the Sago location in Culver City. I was promised an incentive of $230 and I have not yet received it. I have emailed them three times and have gotten a response each time that they are dealing with high volumes of calls and emails and to be patient because it takes up to 20 days. It has been well over 20 days and I feel as though they are scamming me it is not fair as they promised an incentive for work that I did for them. They are not following through with their payments. I have redeemed and requested my virtual Visa card online via focusgroup.com but it constantly just says “processing” I check my email every day, including my spam to receive the email saying that my incentive is ready from the rewards email. Still, I receive nothing. This is not OK. This is fraud.
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
[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:04/27/2024
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 a study on pregnancy research on 4/3/24 and was told I would receive my incentive within two weeks it has now been 3 weeks and still nothing. I have even tried emailing the help desk and havent received a response. This is insane. You promise people one thing and dont give it or the people have to fight tooth and nail to get what you promised. I have about had it with this company.
Business Response
Date: 05/01/2024
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. Please anticipate a processing period of up to 20 business days during high volume periods.
Initial Complaint
Date:04/27/2024
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 started a study on : Date of Participation: 01/23/2024 for an incentive of: Amount: $ 210
On : 03/14/2024 I was Told:

'The client has requested an early end to this study. Assuming that all requirements for the study have been met up to now, the incentive amount will
not change.

Timely product return is part of this study and
required for us to release your incentive.

?IF you have not already done so, please return by 03/20/24. "

I promptly returned the product by: 03/20/24.
I received my Incentive on: 04/02/2024 In the amount of: $210

On :4/2/2024 I requested a :FocusGroup Virtual Visa® Reward in the amount of: $210

I have not received my incentive thus far and it's: 04/27/2024
On their website under the FAQ Section is says:

WILL I BE REWARDED FOR PARTICIPATING?

Yes, you will receive an incentive in the form of reward points. Incentives for online studies should be received within 2-3 weeks of participation, depending on the length the study is open.

The reward points will be added to your online account, and you will have the ability to redeem via a catalogue right away or accumulate them and redeem them later. The catalogue has many options such as Virtual Debit Card, Physical Debit Card, Amazon, Best Buy, Apple, and many more. "

Notice how it says " The reward points will be added to your online account, and you will have the ability to redeem via a catalogue right away "

This is not true. I reached out to Focusgroup support and was told:

"I am extremely sorry for the frustration caused. Since January 2024, there have been changes in our redemption process and policies. For all redemption requests, please note that processing may take around 20 business days from the date of the redemption request during high volume periods which we are currently experiencing. "

Anyone doing anything with focusgroup.com beware of this. You will wait a month to be paid or longer as they don't count the weekends. So Frustrating.
Business Response
Date: 05/01/2024
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. Our records show your redemption has been processed.
Customer Answer
Date: 05/01/2024

Complaint: ********

I am rejecting this response because:
This is a generic response. This is the answer they always give. I got paid today. 21 business days. Their support is horrible.
I will no longer do any business with this company. They send you emails more then a few times a day for offers. As good as they are they the problem is they do not like to pay people. They complain that " e January 2024, there have been changes in our redemption process and
policies. For all redemption requests, please note that processing may
take around 20 business days from the date of the redemption request
during high volume periods which we are currently experiencing."

Hire more people. Why you send out thousands and thousands of emails to people and cant handle the volumes?
I seen on BBB there is 100's of complaints about the same issue. " January 2024 " After all these complaints you changed the way payments are processed for what? Its obvious it was not changed to better address the issues.

Regards,

******* *****
Business Response
Date: 05/02/2024
Please contact our support team directly at *******************.
Initial Complaint
Date:04/27/2024
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 two SAGO focus groups an on-line discussion on 1/26/24 and product testing finished on 3/25/2024. I am to be paid $183 + $258 for a total of $441 that SAGO owes me. Over the last month, I have left multiple voice messages, portal requests, emails to ************************************************* and eventually emailed a manager in charge of the focus group that I completed in January of 2024 3 months ago. Thus far, I have not received a single response from a human being besides canned automatically generated messages Your request has been received and is being reviewed by our ***** Services Team. It is highly UNPROFESSIONAL. This is whats shown in my Wallet:Request ID Request Date Redemption Type Points Amount Status ******* 3/31/2024 12:13:47 AM FocusGroup (USD) ************* Card ****** ****** USD Processing ******* 3/5/2024 10:03:58 PM FocusGroup (USD) ************* Card ****** ****** USD Paid Their statement is a lie. I havent been paid anything and never received a physical **** card for $183. Nobody is responding to me as to whether this card has been shipped or with any status or even acknowledgement that SAGO is looking into it. If no payment is received this is an illegal business practice and the attorney general needs to look into it. I need SAGO to pay me ASAP or I will take this matter further.
Business Response
Date: 05/01/2024
Our records show this as been resolved, you completed the process of verifying your address on April 29th and April 27th. Once your address is verified it takes an additional 7-10 business days for processing and shipping. Please contact our support team if you do not receive it at that time.
Initial Complaint
Date:04/26/2024
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 agreed to a study that was to pay $125 for the "homework" assignment and then another $125 for the group discussion. I received the first amount after several emails and voicemail messages but still did not receive the balance. I have sent several emails to the helpdesk as well as to a few staff members and not gotten any response at all. I've also left several voice-mail messages and haven't gotten one single call back.
Business Response
Date: 05/01/2024
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: 05/07/2024

Complaint: 21629502

I am rejecting this response because:

I completed the homework given to watch the episodes and complete a survey for each. It is completely frustrating and disheartening that the company did not get back to me at all until I submitted a complaint here.

Regards,

*******************************
Business Response
Date: 05/14/2024
Our records indicate you have recently been in contact with a member of our support team, please review your support ticket for the most recent update.
Initial Complaint
Date:04/26/2024
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 agreed to take their survey in exchange for $150 reward. I took and finished the survey on March 19th. I was told I would hear from them within 2 weeks. I chose my $150 incentive reward on the 29th of March and have yet to receive it. I have emailed many times and I get an automated response with no solution. I should not have to wait 5 almost 6 weeks to be paid.
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
[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:04/26/2024
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.
Study number TIG23800729 I completed on June 1, 2023 and Ive still not received my payment for $125.00. I have made countless attempts to reach them. More recently, they did send me a link to redeem my payment in a gift card but the link does not work. I contacted support but no response.
Business Response
Date: 04/26/2024
Our records indicate you have recently been in contact with a member of our support team. For your participation, we processed ****** points ($125.00) on June 1st **************************** your account at this time. Please contact our support team directly should you need further assistance.

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Sago is NOT a BBB Accredited Business.