Business Profile

Market Research

Sago

Headquarters

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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

1,205 total complaints in the last 3 years.
411 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:10/13/2023
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.
I participated in a study on technology 9/18/2023 with Sago, formerly Schlesinger Group, and was supposed to be paid $250 for my participation. I completed my part, and was supposed to be paid within 3-5 days afterwards. I have sent numerous emails to the help desk, also to the facilitator of the study, Tracy L****, with no response. I've opened tickets with the help desk and have gotten no response. It would appear from all of the previous complaints I've seen, that this is common with this company.
Business Response
Date: 10/18/2023
Our records show this issue has been resolved, please review your helpdesk ticket. You should be able to login and access your incentive at this time.
Customer Answer
Date: 10/18/2023
[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:10/08/2023
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.
After completing surveys, I attempted to redeem my points last week on Tuesday 10/3 so I selected the ************ Reward as in my experience, that was something that should be processed very quickly, or at worst, within 24 hours as their own FAQ states, but it has been 5 days and I'm left completely mystified by why it's taking them this long to process a virtual gift card. Every time I check the status of the redemption it still says "processing" and as far as support is concerned, I sent one email on Wednesday and haven't yet received a response. I sent another one yesterday and while I hope to get a response on Monday, I still find it puzzling that it takes them this long to send out a virtual gift card, something which is normally supposed to happen within minutes. As other people have mentioned, the lack of communication from their end is what is particularly aggravating.
Business Response
Date: 10/10/2023
Once your redemptions was requested, you received a notification advising it can take up to 10 business days for processing. Our records show you reached out to our support team last week which we advised to allow 10 business days for processing during high volume periods.
Initial Complaint
Date:10/03/2023
Type:Delivery 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 study through Sago/Focus Group on 7/18/2023. They note that the compensation ($150 in gift card) would be paid out in 2-3 weeks, today’s date is 10/02/2023 and I have yet to be compensated. I’ve contacted the business through their service desk, email and left a message but have yet to get any response back. The survey number is ************
Business Response
Date: 10/06/2023
Our records show this issue has been resolved! For your participation in study number *********** we processed 15,000 ($150.00) points on July 14th which are reflecting in your account! You can make a redemption of your choice, once logged into the member portal by accessing the wallet icon.
Customer Answer
Date: 10/13/2023
[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.
Although I disagree with the statement that the points were in the account. They were deleted because I unsubscribed to (multiple times a day) survey participation requests. The points were reinstated on 10/06 after making the complaint to BBB, and I received the gift card on 10/12.

Regards,

****** ****
Initial Complaint
Date:10/02/2023
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.
I participated in the Sago/Schlesinger Group Test New Technology Research Study on 9/21/23 and I was promised to be paid a $275 incentive for participating in this study. I selected to receive the incentive as a $275 physical **** card to be delivered to me by mail. It has been over a week now and I have not received the **** card in the mail even though on the Focus Group Wallet on their website my request to receive a physical **** card as my incentive went from "processing" to "paid." I have tried reaching out to their support email and phone number and it has been days and no one gets back to me. In my emails to support I supplied them with extensive information such as the request ** number to receive the credit card and the ** number for the research study that I participated in. I am really concerned that this is a scam, and find it strange that it has been days and no one from the support phone or email has responded to my messages about this situation.
Business Response
Date: 10/06/2023
Our records show this issue has been resolved, please review your helpdesk ticket! Our records show you redeemed a physical gift card which has been processed and activated on October 4th. For future purposes, once it has been processed it will take **** business days before it arrives as the card has to be created then shipped!

Customer Answer
Date: 10/06/2023
[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:09/30/2023
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.
Over the last few months, since Schlesinger changed to SAGO, Ive had problems with online wallet/reward points being awarded for online surveys completed. Ive emailed the Help Desk MANY times asking them to look into it but dont get a response. When doing online surveys, members are given a list of surveys eligible for with the survey ** #, topic and number of points awarded when completed. Once members click onto a survey, we cant go back to the list to get any info on it (EX: survey ** #). We can only see the ** # if a survey is completed and points are actually awarded-but when a survey is completed and for whatever reason they dont award the points to our online wallet, we arent able to see what the survey # was. I cant remember the exact amount but Ive successfully finished so many surveys for which points werent given. If I had to guess, its AT LEAST 15 surveys but probably more. Some surveys take ***** min to do. I just completed one that took 50 min of my time and I wasnt given the points. Added up so many times, its a lot of time to not be compensated for! When emailing to let them know I dont receive points, it asks for a survey ** # but as stated, once in surveys, we cant go back to see what was done or to get a #. Im sure theres a way for SAGO to see surveys people do and which ones points were/werent given points for. Ive let it go SO many times not being given points but now with it being this many times, enough is enough-it isnt fair theyre getting our opinions for what they need but theyre not fulfilling their obligation awarding points which we use to redeem physical/virtual gift cards. When this happens over and over, they need to look into the problem behind it and why points arent being given for finished surveys. No one should go through a whole survey, finish and when the study is over, not be given the stated points to their wallet. This is their company, something isnt working correctly and it should be corrected.
Business Response
Date: 10/05/2023
Please review your helpdesk ticket which states the following: All survey invites you receive will ask some screening questions prior to taking the actual survey. Based on your answers, if you qualify for that particular study you'll automatically redirect to the actual survey. Within the last 30 days you have received incentives for 70 completed studies.

Please note: Sometimes it can take up to 3-4 weeks before the points are reflecting in your account. Depending on the type of study, points are awarded upon completion or points are awarded once the project has closed and the data received has been reviewed for quality checks.
Initial Complaint
Date:09/29/2023
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 participated in several different research surveys and focus group panels at Focus Group by Schlesinger (aka Sago) and earned "rewards". I have tried to redeem my rewards throughout the year (on 4/4/23 for $31, 4/17/23 for $20, 5/5/23 for $5 and recently on 9/14/23 for $389) for the total of $445. Even though on their website, they claim its been paid", I have not received any emails with the rewards. At first, I tried to be patient and waited, and then sent them several emails inquiring about the status of my redemption payment. Promptly, I received their auto-generated reply stating their volume is abnormally high but someone will get back to me. And then nothing.. radio silence.. Its only when I didnt receive my payment for $389 recently that I searched online for any recent reviews on Focus Group. I have also tried to call them at their toll free number and left several messages but no response from them, as expected. It seems that ever since they were acquired by Sago their business practices changed for the worse and the complaints have increased dramatically. I already invested a significant amount of my time either answering their questionnaires or even taking a day off to go down to their office and participate in their panel discussion. I would like to make sure I am paid for my time and service, which Im fully ***********.
Business Response
Date: 10/05/2023
Please review your helpdesk ticket which states the following: Our records show each incentive email containing your reward was reviewed. Your ************ was also viewed on 09/16.
I have contacted our E-Gift card provider; you should receive a new email containing your code. The email will come from ******************************. Please make sure to add ****************************** to your safe senders list.

09/15/2023 05:53 PM Order Created
09/15/2023 05:53 PM Order Processing
09/15/2023 05:53 PM Order Processed
09/15/2023 05:53 PM Reward Sent
09/15/2023 08:05 PM Reward Email Viewed
09/16/2023 10:42 AM Reward Email Viewed
10/05/2023 12:55 PM Reward Canceled (Resending)
Customer Answer
Date: 10/05/2023

Complaint: 20676632

I am rejecting this response because:
Schlesinger's email response only addressed the part of my complaint. My complaint was regarding 4 different rewards that I redeemed and never received. These are as follows:
Request ID. Request Date. Redemption type. Amount
2186996 9/14/23. FocusGroup ************ $389.00
2008891 5/5/23. Amazon Giftcard $5.00
1979031 4/17/23 Amazon Giftcard $20.00
1970600 4/4/23 Amazon Giftcard $31.00
Total $445.00

But the email I received as a response to my complaint only addressed the most recent redemption made on 9/14/23 for $389.00.
The other three redemptions for the total amount of $56.00 has yet to be received by me.
I tried to reach out to Focus Group to follow up but once again, there is no response.
As such, until the remaining redemption amount has been resolved, this complaint is definitely open and unresolved.
Regards,

***************
Business Response
Date: 10/16/2023
As per your helpdesk ticket, we have reached out to our E-gift card provider! We will follow up once we have confirmation.
Initial Complaint
Date:09/29/2023
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.
On September 7 at 1:30 I participated in a 3-hour focus group study with a promise of compensation that would be coming that evening in the form of a gift card in an email link. This promise did not happen, and neither of my many emails and telephone calls were returned. I met someone else in the group and they received their payment. This has been very frustrating for me, as I cancelled other appointments to attend this group, and not being compensated for my time and participation over a month, should compensate me more for the aggravation I endured. Please help,***********************
Business Response
Date: 10/05/2023
This issue has been resolved, please review your helpdesk ticket! We sent login instructions on September 22nd and September 25th. Your $275.00 (****** points) incentive has been processed as of September 7th and are reflecting in your account! You just need to login and make a redemption of your choice!
Customer Answer
Date: 10/05/2023

Complaint: 20674656
Please be specific on where the login instructions were sent.

This issue has been resolved, please review your helpdesk ticket! We sent login instructions on September 22nd and September 25th. Your $275.00 (27,500 points) incentive has been processed as of September 7th and are reflecting in your account! You just need to login and make a redemption of your choice!

I am rejecting this response because: The business does not state where the login instructions were sent. Were they sent to my email address at ******************** or somewhere else? Further, this was contrary to the instructions I was given that afternoon on September 7th, that the login instructions would be sent later that day to the email address on file, which is ********************. I have searched my emails at ********************, in the spam and inbox and did not find any login instructions on 9/22 or 9/25, or any response to numerous emails sent to you. (auto replies)

Regards,

***********************
********************
************
Business Response
Date: 10/16/2023
The login instructions have been resent, the email will come from *************************************************.
Customer Answer
Date: 10/31/2023

Complaint: 20674656

I am rejecting this response because: I have went to my online account over a week ago, and selected my preferred payment, however, I am still waiting and have not received payment as of today, 10/28/23

Regards,

***********************
Business Response
Date: 10/31/2023
Our records show your redemption was submitted on 10/18 and was approved/processed on 10/23. You requested a physical gift card, this gift card has to be created then shipped. It takes **** business days to arrive by mail once it has been processed. Please contact our helpdesk if not received within the next 3-4 business days.
Business Response
Date: 10/31/2023
Our records show your redemption was submitted on 10/18 and was approved/processed on 10/23. You requested a physical gift card, this gift card has to be created then shipped. It takes **** business days to arrive by mail once it has been processed. Please contact our helpdesk if not received within the next 3-4 business days.
Business Response
Date: 10/31/2023
Our records show your redemption was submitted on 10/18 and was approved/processed on 10/23. You requested a physical gift card, this gift card has to be created then shipped. It takes **** business days to arrive by mail once it has been processed. Please contact our helpdesk if not received within the next 3-4 business days.
Customer Answer
Date: 11/03/2023
[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,

***********************
Finally, after 3rd party intervention, a 2 month wait and multiple phone calls, emails, and misinformation given by the focus group, I finally received compensation on a **** credit card. The Schlesinger group needs to address the misinformation concerning payment, I was told I would receive a link that evening to activate or start the payment process. I never received this email on Sept. 7, 2023.

***********************
Initial Complaint
Date:09/26/2023
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 incentive for $400.00 **** Gift Card is still "processing" in the Schlesinger Wallet.No one at Schlesinger has responded to my requests. The company does not talk to people.I did a Business Owner Study that promised $400.00. I received the incentive email but when I log in my Schlesinger Wallet it says "processing".
Business Response
Date: 09/27/2023
This has been resolved, please review the helpdesk ticket you submitted on September 25th which has been replied too. We received your redemption request on Monday 09/25 today is 09/27. It can take up to 10 days before your redemption is approved/processed during high volume periods. Please allow additional time before your redemption has been processed. This was advised at the time the redemption was submitted and again in our reply to your ticket!
Initial Complaint
Date:09/25/2023
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.
Hello this is my first time participating in sago and I was trying to redeem my rewards via gift card and accidentally selected Amazon. Is there a way I can contact someone while it is pending to change it to a virtual card
Business Response
Date: 09/27/2023
This issue has been resolved, please review the helpdesk ticket you requested on September 25th. Since your redemption was not approved/processed, your selection has been canceled and the points are back in your account. Please make a new redemption of your choice.
Initial Complaint
Date:09/25/2023
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.
Have completed numerous surveys with a number being unpaid and one being underpaid. On 4/19/23 I completed a survey (SC14699051) with promised $110 but was paid only $55. I have emailed the company repeatedly (6/13, 6/30, 7/8, 7/26 and 9/6/23) with no response. Also completed survey SC16866959 for $75 completed 6/15/23, survey SC14699086 for $55 completed 5/28/23 with no payments. I would like payment immediately.
Business Response
Date: 10/02/2023
Our records show this issue has been resolved, for your participation in study number SC14699051 we originally processed $55.00 in error. Our records show the study was offering $100.00 for completion. The additional $45.00 (**** points) have been added to your account as of this morning!
As for study number SC16866959 we processed $75.00 (7,500)points on August 2nd. For SC14699086 we processed $55.00 (***** points) on September 27th.

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Sago is NOT a BBB Accredited Business.