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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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Sago has 13 locations, listed below.

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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:11/20/2023

      Type:Customer Service 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 participated in a sago focus group awhile back. My incentive was added to my wallet I cared it out on the 4th of November it's going on 3 weeks and I haven't received it yet. Very frustrating. I've called and called many sago phone numbers with no answers or no return call backs either..very rude. I've left my number over and over too. Don't know what else to do.

      Business Response

      Date: 11/21/2023

      Our records show this issue has been resolved, your redemption has been processed and activated! 

      Customer Answer

      Date: 11/21/2023

      [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:11/20/2023

      Type:Customer Service 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 recently took part in a study that was supposed to pay me $275 for participating in the study. I was never pod the $275 compensation. I have emailed them and called them several times over the past month to rectify this matter but I get no response. I cannot get a resolution this issue. I am requesting assistance to resolve this issue.

      Business Response

      Date: 11/21/2023

      Our records show this issue has been resolved, please review your support ticket! We processed ****** ($275.00) points on October 23rd which are reflecting in your account at this time. 

    • Initial Complaint

      Date:11/17/2023

      Type:Customer Service 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.
      Hello!

      I attended a study on November 2nd with Sago, which I thought was well organized and I had a good experience. I received a link to my focus group wallet and redeemed my 27,500 points for a Virtual Visa card. Unfortunately, the $275 Virtual Visa card I redeemed on November 3rd is still processing. I attempted to contact via their support desk to explain the situation and had to send a second inquiry the next day, which also went unseen. I also attempted to call directly, but only got an answering machine - where I left my information.

      I enjoyed doing this focus group with them and I would like to continue in the future, but without any contacts from them and since the 7 - 10 day (maximum) business day period has passed, I was afraid I might be waiting an extremely long time for my payment and it's a bit stressful having to check whether it has processed every day.

      Thank you for reading my inquiry and for your assistance.

      Business Response

      Date: 11/21/2023

      Our records show this has been resolved, your redemptions have been processed. During
      high volume periods it can take up to 10 business days before your redemption
      is processed! 

      Customer Answer

      Date: 11/21/2023

      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,



      ********* ******** (Thank you to Schlesinger for their response and prompt resolution, please consider this resolved.)

    • Initial Complaint

      Date:11/17/2023

      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 have done two studies with this company this year and earned a total of $725. On 10/10 I requested to redeem my credits in the form of a physical gift card mailed to me. After 10 business I never received it however, it shows paid on their website. I did not receive the photos card or a digital one. I have reach out to the company via email and phone call multiple times with no response.

      Business Response

      Date: 11/21/2023

      Our records show this has been resolved, as your redemption has been processed and activated.  

    • Initial Complaint

      Date:11/16/2023

      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 did a paid survey in person with Sago (formerly Schlesinger) the first week of August 2023. I have yet to receive payment ($100.) nor any response/assistance. I have reached out via their support portal and voicemail more than a half dozen time and other than an automated email reply I have not received any assistance or even acknowledgement of my inquiry. It is now mid November and I still havent received my incentive or assistance from Sago. I have worked with Schlesinger for years and Never encountered this type of problem. It is now a matter of principle.

      Business Response

      Date: 11/21/2023

      Our records show a member of our helpdesk team has been in contact with you in regards to getting your redemption reissued, as it expired! Please review your help desk ticket for updates. 

    • Initial Complaint

      Date:11/15/2023

      Type:Customer Service 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.
      Focus Group seemingly has a long standing pattern of not paying for services rendered. Quite a bit of time is spent filling out their questionnaires and/or attending online focus groups. They ignore requests submitted through their portal, as well as phone messages left on their help line. My latest issue was a non-payment for incentive request ID ******* in the amount of $176. My last submitted request on this issues, through their portal was sent 10/2/23 and ignored. They make it virtually impossible to talk to a human being. While investigating this company online they have a huge number of similar non-payment complaints, so I'm not alone in this. Obviously they have no intention of living up to their financial responsibilities to their customers.

      Business Response

      Date: 11/20/2023

      Our records show this issue has been resolved, please review your support ticket, as you incentive has now been reissued! 

      Customer Answer

      Date: 11/20/2023

      [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:11/15/2023

      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.
      My points have been added to my focus group wallet I redeemed my points 4 days ago and still haven’t received my gift card…. I usually receive it within 24 hours of redeeming….i understand they get busy and have a lot of other people incentives to process but I can’t get anybody to email me back…. I really love this company and have done MANY studies with them but why won’t they ever answer their emails

      Business Response

      Date: 11/20/2023

      Please review your support ticket! Our records show your incentive was received and a redemption was made. Your redemption will be processed within the next 4-5 business days. During high volume periods it can take up to 10 business days before your redemption is processed! Please contact our support team if you do not receive it at that time. 
       

      Customer Answer

      Date: 11/20/2023

      [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:11/15/2023

      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 a study on 11/10/2023 with Sago for a $275 incentive. At the facility they said I should receive an email the day of, which if course didnt happen. In addition, my account seems to have a technical issue because at the time I signed up I never received a confirm your email email. Now I cant access my account and it tells me to contact customer service, which I did. But of course, I am being ghosted. I also still havent received an email for the incentive and I am slowly getting worried that I never will!!

      Business Response

      Date: 11/20/2023

      Please review your support ticket as your account has been placed on hold. During the registration you did not provide a valid ************* issued form of identification which is a requirement. Until your Drivers License is received and validated your account will remain in a HOLD status.

      Customer Answer

      Date: 12/12/2023


      Complaint: 20873043

      I am rejecting this response because: Once I was able to log in, I chose my desired payment method (physical **** card) which I am waiting for to this day. It has been weeks! On my account, the status of my payment reads "paid" which obviously is not true. Again, their customer service only ever answers through filing a complaint.



      Regards,

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

      Business Response

      Date: 12/12/2023

      Our records show that this has been resolved. Your Physical Gift Card was processed and mailed on 12/1/23. Physical gift cards take **** business days to arrive once processed. 

    • Initial Complaint

      Date:11/14/2023

      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 requested a gift card from my balance on October 23. It says it was paid to me but I never received the code. This is the second time this happened. I have sent several requests to this Company but still no response.

      Business Response

      Date: 11/20/2023

      Our records show this issue has been resolved as your redemption email was viewed on November 6th! You need to activate then claim your reward before use, please follow the instructions. The email has been resent! 

      11/06/2023 03:04 PM Order Created
      11/06/2023 03:04 PM Order Processing
      11/06/2023 03:04 PM Order Processed
      11/06/2023 03:05 PM Reward Sent
      11/06/2023 04:39 PM Reward Email Viewed
      11/07/2023 01:57 PM Reward Email Viewed
      11/20/2023 12:08 PM Reward Email Resent (Resending)

      Customer Answer

      Date: 11/20/2023

      [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.  Just to be clear, it was not me that viewed the email sent on November 6 as I was in flight from Florida at the time. 



      Regards,


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

    • Initial Complaint

      Date:11/14/2023

      Type:Billing 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 with Sago 10/18/23 with the promise of a $215 compensation and the points were added to my account 11/1/23. I redeemed them for virtual **** gift cards but never got the cards. I have emailed and called countless times and have gotten no response.

      Business Response

      Date: 11/20/2023

      Our records show this issue has been resolved, please review your support ticket! 

    Sago is NOT a BBB Accredited Business.

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