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

1,204 total complaints in the last 3 years.
413 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:03/21/2025
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.
SAGO is running and unethical and uncredible organization. They have mastered the art of manipulation and bait and switch. With respect to payments on completed studies, they will say one thing and do another. I have completed multiple studies for SAGO and each and every time I am forced to call into "customer service" to request my payment. They say they will pay you within 20 business days (it is now 4-6 weeks) but they NEVER abide by those timeframes. You ALWAYS have to call in to force them to pay. They will change the rules midstream and you have no recourse.

Communication with them is non-existent. The only method of communication is to send them an email to *******************, but the only thing you ever get from them are the same canned message every time. There is never any real communication, just the same repeated message with zero information. If you do call in, you can never reach an actual office only an offshore call center where they read the same script for every question. No support, just scripted answers that do not mean anything. If you ask them something that is not on their script, they will just answer with something that does not even come close to the question asked.

My biggest question is why does it take 4-6 weeks to "process" something that is automated. We all know that once the researcher has marked the study complete, it set off an automated process in the SAGO system. There is not an office building full of people who need to manually review a piece of paper that is routed through the office. Every piece of this process is automated. Anyone who participates is studies with other companies understands this because every other research company can pay in minutes or hours versus weeks. It makes no sense why SAGO takes 4-6 weeks to pay. My thoughts are they take the money from their clients and hold that money to gain as much interest on the money before they payout. It makes no sense at all. DO NOT USE SAGO!!
Business Response
Date: 03/21/2025
Our
records show you were incentivized, and you have placed 2 redemption requests on March 9th 2025 which are being processed as per the agreed processing timelines shared on your confirmation letter of 20 business days. The new timelines of 4-6 weeks processing timelines will apply for any new studies participated in.
If you do not receive it within the 20 business days timeframe, please reach out to our support
team for assistance at *******************.
Initial Complaint
Date:03/18/2025
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 been waiting for my $240.00 redemption since 1/29/25. I have attempted to get in contact with a representatives and have sent emails more than once to be met with no replies. It has been more than 1 1/2 months since then I still no update. This is really disappointing. I dont believe I will be continue with this company proceeding forward.
Business Response
Date: 03/18/2025
According to our records, your redemption request is reflecting as processed and claimed.Should you have any inquiries, please do not hesitate to reach out to our support team at **************************************************
Initial Complaint
Date:03/18/2025
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 participated in a study for SAGO in which the amount of $50.00 was added to my online wallet with their company. I redeemed that amount for a physical gift card which they state will be processed within 20 business days and then mailed to anyone who redeems one which of course takes additional time. I sent an email to them yesterday since today is the 20th business day, received a response that the individual reached out “to the concerned team” to have the redemption processed “as soon as possible.” I’ve waited the 20 business days which is more than enough time to process a gift card and would like the gift card processed and mailed to me. NEVER do they process or send gift cards redeemed before the 20 business days - it’s always extra time and effort to try getting what’s owed from them sent to participants. I know from other complaints and reviews this happens to SO many people as everyone can read them. This company has gotten so bad that I finally stopped answering surveys they send me because I know the frustration it takes trying to get them to send what I’m owed for doing them. I’d just like the gift card sent to me as they should have already done.
Business Response
Date: 03/21/2025
Our records
indicate you have recently been in contact with a member of our support team.
Your redemption request has been processed and the mandatory address
verification completed on March 18th, 2025. 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. Should you have any inquiries, please do
not hesitate to reach out to our support team a* *******************.
Customer Answer
Date: 03/24/2025
[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.
However, it would be nice to not have to contact the business on or just prior to the 20th business day for them to process redemption requests. Participants fulfill their obligation in completing studies for the business so it’d be nice for SAGO to fulfill their obligations too without asking them for it to be done.

Regards,

******* *****
Initial Complaint
Date:03/14/2025
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 did a focus group with this company on 02/04/25 on the topic of electronics. I successfully completed the group my incentive was 250$.I made two redemptions on 02/10/25 & 2/12/25 for gift cards and I was emailed saying it would take up to 20 buisness days after redemption to be awarded I reached out to sago 03/13/25 inquiring about my payment which is well Over the 20 business day ***** period and have failed to receive a solution or payment This is the 3rd time I have issues with extreme delays on payments .
Business Response
Date: 03/14/2025
According to our records, your redemption is showing as processed. Please review the email from *****************************************************. Once your redemption has been activated or claimed it is ready for use. Should you have any inquiries, please do not hesitate to reach out to our support team at **************************************************
Customer Answer
Date: 03/17/2025

Complaint: 23066005

I am rejecting this response because:
My payment was not sent in the ******************************************************************* and the company.

Regards,

********
Business Response
Date: 03/18/2025
Regrettably, due to circumstances beyond our control, we are currently facing slight delays in the incentive processing workflow and we appreciate your patience and understanding during this challenging time. Should you have any inquiries, please do not hesitate to reach out to our support team at *********************************************************************************************.
Customer Answer
Date: 03/19/2025

Complaint: 23066005

I am rejecting this response because:
This is a reoccurring problem , not just a one time incident .

Regards,

********
Business Response
Date: 03/21/2025
Kindly reach out to our support team directly at ************************************************* if you require any assistance. There are currently no open or pending requests from your end and all rewards have been successfully claimed.
Initial Complaint
Date:03/12/2025
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.
The business committed to providing me a $225 incentive 2-4 business days after the Tech Study participation. I participated on Wednesday, March 5th. They tried emailing me about rescheduling for that day (claiming that I wasnt there), saying that I couldnt receive compensation unless I participated (even though I already did), I sent multiple emails and they have yet to respond to the ones where I directly mention the lack of compensation. I feel scammed and they made me sign a contract in agreement to the study, but theyre breaking the contract themselves by not paying me. I feel scammed.
Business Response
Date: 03/19/2025
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:03/12/2025
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 am writing to express my concern regarding an unpaid focus group I participated in, which took place on January 24, 2025. Before the session, I was informed that I would receive a payment of $150.00. I was instructed to contact Sago online in two weeks to request this payment.

Following the instructions provided, I reached out to request the payment. However, despite being told I would receive the payment within two weeks, I have yet to receive anything. I attempted to call the phone number provided, but no one answered, and I was directed to email for assistance. Unfortunately, I have not received any response to my email either.

This situation is very disappointing, as I showed up on time and in good faith, expecting to be compensated as promised. I believe I may be dealing with a fraudulent situation and would appreciate immediate attention to resolve this matter.
Business Response
Date: 03/14/2025
According to
our records, your redemption request was processed below the agreed 20 business days timelines and is pending mandatory address verification from your end. 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. Should you have any inquiries, please do not
hesitate to reach out to our support team at ******************** Should you
have any inquiries, please do not hesitate to reach out to our support team at ********************
Initial Complaint
Date:03/11/2025
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.
On February 7th 2025, I requested a reward redemption worth $250 in the form of virtual visa gift card (Request ID *******) Sago said the redemption will be fulfilled in 20 business days. It has been more than 20 business days and I have not received the reward. I emailed them to inquire about the status of the redemption but they did not reply. I would like to have my redemption fulfilled asap.
Business Response
Date: 03/14/2025
According to
our records, your redemption request is reflecting as processed and claimed.
Should you have any inquiries, please do not hesitate to reach out to our
support team at ********************
Initial Complaint
Date:03/10/2025
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.
Sago has not given me the money they owe me, and they are not responding to support requests that they pay me what they owe me. Scammy company, this has happened before. I'd stop using them but they're a clearing house for focus groups to pay through. I'll be letting them know their payment provider isn't paying out. ****************.
Business Response
Date: 03/11/2025
According to our records, your redemption is now showing as processed and claimed and other request placed on March 1st 2025 is being processed as per redemption timelines shared. Should you have any inquiries, please do not hesitate to reach out to our support team directly at *********************************************************************************************.
Customer Answer
Date: 03/12/2025

Complaint: 23044065

I am rejecting this response because:

Having to file a complain to the BBB to get you to pay me is NOT a resolution. Particularly considering you still owe me money. Quit forcing me to file complaints to get you to do your job.

Regards,

****** *******
Business Response
Date: 03/14/2025
Our records show that you have recently interacted with a member of our support team regarding the same. Kindly expect a processing period of up to 20 business days as specified in your confirmation email. Our records indicate that you have a pending redemption request on March 1st, 2025. It has been approximately 10 business days. Once processed your redemption email will come from *****************************************************. Should you have any inquiries, please reach out to our support team directly at *********************************************************************************************.
Customer Answer
Date: 03/17/2025

Complaint: 23044065

I am rejecting this response because:

Business has conflated 2 complaints, and doesn't even know their own system. Business DIDN'T give me the money, from FEBRUARY FIRST, until I complained to BBB. Business is in the business of hoping people forget Business owes them money. Business is a scam, and I wish I didn't have to deal with them, but they're a clearinghouse for studies. PAY YOUR WORKERS ON TIME, IDIOTS.

Regards,

****** *******
Business Response
Date: 03/21/2025
Kindly reach out to our support team directly at ********************************************************************************************* if you require any assistance. There are currently no open or pending requests from your end and all your redemption requests have been successfully claimed.
Initial Complaint
Date:03/06/2025
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 honestly can't tell you how many times I have filed a report/claim with you guys for this company. Every time I tell myself I am not going to get involved with Sago anymore, they offer an incentive that is too good to pass up and stupidly I do yet another focus group with them, cursing myself. I am now owed a $200 Amazon gift card, an $80 Uber gift card, and a $40 Starbucks gift card, all due today. I made sure to take into account that there was 1 holiday, so I extended the 20 business days they are offering for payment by 1 day. I'm not understanding how one company can have hundreds of complaints with the Better Business Bureau literally still be allowed to be in business.
Business Response
Date: 03/14/2025
According
to our records, all your redemptions have been processed and claimed except for the Uber eGift Card placed on March 3rd which is being processed as per the 20 business days timelines shared. Your
redemption email will come from ******************************* Should you have any inquiries, please do not hesitate
to reach out to our support team directly at ********************
Initial Complaint
Date:03/06/2025
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 done several studies and have always gotten pain when said. It's been almost 30 days since I completed my interview. I did 3 actually. I hope I won't wait this long the next time.
Business Response
Date: 03/14/2025
Our
records show that you have recently interacted with a member of our support
team and your issue resolved. Your redemption request is reflecting as processed and claimed. Should
you have any inquiries, please do not hesitate to reach out to our support team
directly at ********************

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Sago is NOT a BBB Accredited Business.