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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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    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/05/2025

      Type:Order 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 successfully completed a focus group with Sago. Baby Wipes study. I redeemed my 200 dollar virtual **** gift card February 3, 2025. Sago says it pays out incentives within 20 business days. It is now over 21 business days and I have not received incentive. Can someone please help me receive incentive. Thank you.

      Business Response

      Date: 03/11/2025

      According to our records, your redemption is now showing as processed but not yet claimed from your side. Please review the email from ******************************* Once your redemption has been activated or claimed it is ready for use. Please make sure to add ****************************** to your safe senders list and also to click and claim the reward and use it within 90 days else it will expire and once expired it can no longer be reissued. Should you have any inquiries, please do not hesitate to reach out to our support team at **************************************************

      Customer Answer

      Date: 03/12/2025

      [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.

      Regards,

      *** ****

    • Initial Complaint

      Date:03/05/2025

      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.
      Completed survey in February and its been over the allotted 20 days and still have not received but they keep saying its been sent to dedicated team and they will get it processed. I think this company has gone downhill disbursements take way to long and they are late usually always past 20 days business days at that

      Business Response

      Date: 03/06/2025

      Our records indicate you have recently been in contact with a member of our support team and all your redemption requests have been successfully processed and claimed. Should you have any inquiries, please do not hesitate to reach out to our support team at **************************************************

    • Initial Complaint

      Date:03/01/2025

      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.
      During the first week of February, I participated in a focus group and was compensated with Sago Wallet points shortly after the study concluded. Subsequently, I submitted a request for a ************ Debit Card in the amount of $375. Despite my efforts to contact their support team regarding the status of my request, I have not yet received my ************ Card.

      Business Response

      Date: 03/06/2025

      According to our records, 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 *********************************************************************************************. 

    • Initial Complaint

      Date:02/28/2025

      Type:Order 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.
      This focus group company promises that you will receive your payment by 20 business days after redeeming. Mine has been processing for almost 30 days now...I've sent 3 emails to their Help Desk..NO REPLY. This happens every single time you complete a survey with them. You have to email multiple times to get paid for the survey you completed by doing the job they asked of you. This company is absolutely horrible with paying and their customer service is non existent. If I ever receive this $175.00 I'm due, I'm canceling my account because I am so tired of having to chase down the money I earned and that they promised to pay me.

      Business Response

      Date: 03/05/2025

      Our
      records indicate you have recently been in contact with a member of our support
      team and your redemption is reflecting 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: 03/05/2025

      [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.




      Regards,


      **** ****

    • Initial Complaint

      Date:02/27/2025

      Type:Order 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 completed several projects for this company and have not been paid my agreed upon incentive. I requested a cash out for my first project on 02/02/2024, 20 business days have passed and I still haven't gotten my reward. In total this business owes me over $1,110, which I will probably never see. It's not right to play with people's money like this and I would like to receive my payment in a timely manner. This is money that I was depending on to pay my bills. Where is my incentive? I have reached out to the help desk and have yet to receive a response.

      Business Response

      Date: 03/05/2025

      According
      to our records, your redemption was processed within the allocated 20
      business days as outlined in your confirmation email. The other redemption requests placed on February 14th and 22nd are being processed as per the allocated redemption fulfillment timelines. Your
      reward emails will come from ******************************. Should
      you have any inquiries, please do not hesitate to reach out to our support team at
      *******************.

      Customer Answer

      Date: 03/05/2025

      [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.




      Regards,


      ****** ****

    • Initial Complaint

      Date:02/23/2025

      Type:Order 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.
      Sago will not respond to their customer service emails. They currently owe me $225 in a virtual wallet. My email is *************************. Their TrustPilot reviews are extremely concerning. I'd like to be paid out for the study that I conducted. They will not respond and help me access my account to get paid out.

      Business Response

      Date: 02/26/2025

      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. 

      Customer Answer

      Date: 03/03/2025

      [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. They responded immediately to me. Thank you immensely for your help.



      Regards,


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

    • Initial Complaint

      Date:02/22/2025

      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.
      This company really needs to change their reward process. The company or business could send out the incentive that same day, and you would still have to wait over a month. Everytime it goes beyond the 20 days, and takes over a month. I did a project for them for $249, and its still not here 20 days later. I did a previous project and the same thing happened.

      Customer Answer

      Date: 02/26/2025

      It was a survey done in January for haircare products 

      Business Response

      Date: 02/28/2025

      Our records show that you have recently interacted 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. Per all confirmation email you are informed prior to participation that processing may take up to 20 business days if a virtual reward is selected and additional 7-10 business days if physical cards are requested post mandatory address verification. Kindly refer to your confirmation email for details on the incentive timeframe. Your redemption request was placed on February ****** and still within 20 business days. Your redemption email will come from *****************************************************. 

    • Initial Complaint

      Date:02/15/2025

      Type:Order 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.
      This is actually a 2 part complaint. The first, I completed an in person focus group early October 2024. A month later, I started to call and email because I still had not received the incentive. For the first 2+ weeks, my emails were ignored. I sent emails to the help desk, the person in charge of this study (****** *******) as well as the person that sent the *** (***** ****). ***** **** is the ONLY person that eventually responded and eventually helped. I was informed that I did not get paid because I did not attend the study. That was the most ridiculous thing I'd ever heard. There were only 5 of us in the study, I signed in, and I know all studies are recorded AND taped. Once THAT part was resolved, they stated that funds would be put in my "online"" wallet on their website. After a couple more weeks, nothing still, I called and emailed once again. Again, ***** is the ONLY person that even bothered to respond. So the end of Nov, funds were actually IN my wallet. Part 2 of my complaint, I did wait to request the payout of my incentive. I requested this Jan 19. When you apply for the study, they say 2 weeks. Once you request the payment, they say 20 business days. Today is Feb 15 and STILL no incentive, it STILL shows processing. I complained about this prior, so when you do a study, it takes at least a month to get into your wallet and than OVER a month to cash out from your wallet, so a minimum of 2 months??? This is just wrong. I reached out more than 10 times and I do not feel that anyone should have to BEG any company to pay their consumers for doing their part. I'm quite sure they've been paid in a timely manner from their client, why aren't they paying the consumer? I've been in many groups and this is by far the WORST when it comes to paying out. It was not like this prior to merging, something has to change.

      Business Response

      Date: 02/19/2025

      According to our records, your redemption is now showing as processed and claimed on February 18th, 2025. Should you have any inquiries ,please do not hesitate to reach out to our support team at **************************************************

      Customer Answer

      Date: 02/20/2025

      [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 ********.  While I find that this resolution is satisfactory to me right now, this does NOT resolve the problem that continues to happen as their policy does NOT reflect their actual procedure.  I still have funds in my wallet and I will most likely continue to have a problem with fulfillment.

      Regards,

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

    • Initial Complaint

      Date:01/30/2025

      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 completed a few studies with them and once again they are taking forever to pay. I requested my reward December 23, 2024 and today is January 29, 2025 clearly longer than the 20 day policy they claim to have. You can never contact anyone. This is the worst customer service ever! They don't want to pay people for their service. If I don't get my money I will contact the client that I did the study with because I do have her information.

      Business Response

      Date: 02/03/2025

      According to our records, the issue has been resolved as your redemption is showing processed since 31st January 2025 and address verification completed on February 1st.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. Should you have any inquiries, please do not hesitate to reach out to our support team at **************************************************

    • Initial Complaint

      Date:01/29/2025

      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.
      Company dies not respond. Just a automated response. I worked hard for a measly $200. And now they locked me out and are not paying me. Extremely bad customer service and a rip off

      Customer Answer

      Date: 01/30/2025



      Better Business Bureau:

       

      Hi. Problem has been solved.


      Regards,

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

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