Complaints

This profile includes complaints for Sago's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Sago

  101 Wood Ave S Ste 501 Iselin, NJ 08830-2750

• 

  Focus Pointe Global

  2 Logan Sq Ste 500 Philadelphia, PA 19103-2603

• 

  Schlesinger Group

  711 3rd Ave Fl 9 New York, NY 10017-9205

• 

  Schlesinger Associates

  150 California St Ste 800 San Francisco, CA 94111-4500

• 

  Schlesinger Group

  11840 Westline Industrial Dr Ste 120 Saint Louis, MO 63146-3329

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:08/01/2023

  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 focus group (Media StudyHUT23800000)held in January 2023. As of today, August 1, 2023, I am yet to receive the payment that was promised for my involvement in the focus group.I have sent multiple help requests, and finally got an answer fromsomeone named ************************ July 7, 2023with instructions to redeem my incentive on schlesingerwallet.com. The instructions specified to "select forgot password" in order to log in. When I did this with my email address, it gave me an error saying Email not found. I replied to ******* email explaining the issue, and have not yet heard back. I have also opened new requests for help, still no reply.It is extremely difficult to contact **** for help, as it took months of attempts to get a single response from someone which was not very helpful.At this point, I have lost a lot of trust in Schlesinger/SAGO. What they are doing is theft. They should put all focus groups on hold until they figure out their incentive and payment issues. They should also make it easier to contact someone and receive a response in a timely manner.

  Business Response

  Date: 08/03/2023

  Our records show this issue has been resolved, we processed and shipped $75.00 **** gift card ending in **** on July 7th. Your incentive was shipped to the address listed in your profile. Your incentive has been reissued to the updated address you provided today. Please allow 7-10 business days for processing and shipping. 

  Customer Answer

  Date: 08/03/2023

  [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,
  
  ***********

• Initial Complaint

  Date:07/31/2023

  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 Thursday, July 27, 2023 I participated in a SAGO focus group on "Consumer Mindset" The incentive was to be $160.00 Additionally, I won the "early bird lottery" @ an additional $25.00. I later received an email that said Good news! Your Incentive has been added to your FocusGroup Wallet. But when I tried to use the provided link to choose my preferred payment method I was unable to access my account, supposedly because my password was incorrect. I then tried using the "reset password" link. I got the prompt that said an email with a "reset password" link had been sent to my inbox. This email never appeared in my inbox; I checked spam and it was not there either. I repeated this step numerous times. I emailed Schlessinger requesting IT help to access my account. I also made 12 phone calls and two text messages between Thursday afternoon and Friday evening) and left messages requesting help accessing my account. To date (Monday, July 31) I have had absolutely NO reply either by phone, text or email, other than three automatic emails saying my request has been received.
  I participated in this "Consumer Mindset" focus group and I expect to get paid. Please help.

  Business Response

  Date: 08/01/2023

  Our records show this issue has been resolved, please review your helpdesk ticket! I sincerely apologize you are having issues with your account. We processed 18,500 points ($185.00) on July 27th which are showing in your account at this time. You had more than 1 active account which was the cause for your login issue. 

  Business Response

  Date: 08/04/2023

  We do not offer cash as a form of payment, you
  control what you want to redeem. You can request a physical gift card which is
  mailed to the address listed in your profile. This can be used at any ATM
  machine should you want cash. There is an additional $2.50 added to each physical Visa card
  to assist with any ATM fees. You can also request a virtual Visa along with many other virtual options to choose from. 

  Please review your confirmation email which states how the incentive will be paid! (see below)

  Honorarium: $160.00

   Payment: Focus Group Wallet

  Customer Answer

  Date: 08/07/2023

  [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:07/31/2023

  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.

  Redeemed points for $100 target gift card on 03/11/23. Believe it was for a physical card to be mailed to me. Their website says it was paid. Never received. Behave emailed and called numerous times with no response. The request id# ********

  Business Response

  Date: 08/01/2023

  Our records show this issue has been resolved, please review your helpdesk ticket! I have contacted our E-Gift card provider; you should receive a new email containing your code. You requested a virtual Target gift card which will be sent to your email address on file.  Please check your spam as well, the email will come from [email protected].
  

  Please note: Our records show the email was originally viewed on March 15th.  

  Customer Answer

  Date: 08/02/2023

  [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:07/28/2023

  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 6/6/23 I attended an online focuse group with Sago. The reference # is ***********. The topic was wellness products. The 4-6 week waiting period for the $125 payment I was promised expired on 7/18. I have still not received my payment OR any response to the 3 voicemails I have left on the phone as of 7/28. In addition, I have not had any access to the website because I am never able to obtain a live human being to get any type of IT assistance or reset etc. The only option is always to leave a voicemail This is very frustrating and I would appreciate if someone from the company can get a resolution for me? I would like to participate with them in the future but it looks kind of doubtful now. Thanks!

  Business Response

  Date: 08/01/2023

  Our records show this issue has been resolved, please review your helpdesk ticket we received over the weekend! We processed 12,500 ($125.00) points on June 7th which are reflecting in your account. Our records show you had more than 1 account with the same email address. This was preventing you from logging in successfully.

  Customer Answer

  Date: 08/01/2023

  [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:07/26/2023

  Type:Customer Service 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 select online surveys listed on the ***** Group website. I have problems when I successfully complete a survey and a few seconds later a message comes on saying you did not qualify for this survey. I check and sometimes i did get my points for the survey and sometimes I do not. i have several times sent an email indicating the problem, but all I get back is a Zendesk automated reply indicating that there will be a delay in responding. I NEVER HEAR BACK FROM THEM. I feel that ************ has the responsibility to make sure the rewards are properly paid for the surveys they manage. Today I spent considerable time on two surveys iI completed for which I received no points.

  Business Response

  Date: 07/28/2023

  Please review your helpdesk ticket for an update! Generally it takes approximately 2-4 weeks for points to be reflected in your account if you have fully completed a survey. Points are awarded after all respondents have completed the survey. Depending on the type of projects, some points are awarded immediately upon completion. All survey invites you receive will ask some screening questions prior to taking the actual survey. Based on your answers to those questions determines if you qualify or not! 

  Customer Answer

  Date: 07/31/2023

  
  Complaint: 20379851
  
  I am rejecting this response because:What their reply indicated was incorrect. On these srveys, the points (compensation) is always awarded at the end of the survey. I have continually emailed them with the problem. I receive an automated email indicating they are backlogged on the replies and that they will respond - I have never recived 1 reply!
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 08/01/2023

  As previously advised, generally it takes approximately 2-4 weeks for points to be reflected in your account if you have fully completed a survey. Points are awarded after all respondents have completed the survey. Depending on the type of projects, some points are awarded immediately upon completion. Please let me us know if you have not received your points after 4 weeks from the date of completion. 

  Customer Answer

  Date: 08/02/2023

  
  Complaint: 20379851
  
  I am rejecting this response because:
  I have been taking surveys online from a list that contains about 50 surveys. These take from 5 to 25 minutes to complete. At the successful completion of each survey, I am rewarded immediately with reward points, usually 50 to 150 points ($.50 to $1.50). The dollar amount is posted to your running total. At any time, I can request a prepaid debit card for the balance of my running total. I usually receive the debit card within two weeks.
  
  
  Regards,
  
  *********************

  Business Response

  Date: 08/04/2023

  As previously advised, depending on the type of project or how it set up, the points can take up to 3-4 weeks to receive. Some projects require the data to be reviewed before the points are issued or require the project to close/complete as a whole before the points are issued. 

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair 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 the dry dog food study, # HUT23800047 on 6/16/23. I have $30 in my Focus Group Wallet to redeem. I cannot log into my account. I tried resetting my password multiple times and it still does not work. I tried contacting the help desk multiple times with no reply. I want to redeem my money.

  Business Response

  Date: 07/28/2023

  The issue has been resolved, please review your helpdesk ticket! Your login ID was registered under your previous email address. 

  Customer Answer

  Date: 07/28/2023

  [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:07/23/2023

  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.

  Ever since *********** changed over to sago the points have been disproportionate to the length of surveys. They used to be fair sometimes even generous. 100 points or 1 dollar was fairly normal for a 3-8 minute survey. But ever since they merged or rebranded the new normal is far far less. Even still I've been loyal trying time after time now to even get accepted to a survey takes 5 or 10 minutes, if you get accepted to the survey usually they forewarn you the survey takes 15 to 20 minutes. I clicked on a 75point survey that said it'll take 6 minutes. Why would i agree to the bait and switch of a 20 minute survey? Now for my foremost complaint. My final decision to take my frustrations to the next level? They're not paying me for completed surveys. *** sent several tickets and left 2 voicemails. Even with them forcing additional time before surveys, lying about survey time, drastically reducing points earned per survey and then finally after successfully and honestly completing the survey that is becoming so rare to get, they refuse to pay it out.

  Business Response

  Date: 07/24/2023

  We received your helpdesk tickets 3 days ago (Thursday, Friday and Saturday)! Please review and reply if you have any further questions. 
  Please note: All survey invites you receive will ask some screening questions prior to taking the actual survey. Based on your answers to those questions determines if you qualify or not! If you qualify you will redirect to the actual survey. 
  
  Our records show we have issued 7 incentive for the month of July so far. 

  SC17452597 Survey 90 7/22/2023, 11:17:30 PM
  SC17691529 Survey 79 7/22/2023, 10:54:16 PM
  SC17685461 Survey 133 7/21/2023, 5:24:50 PM
  SC17678579 Survey 31 7/21/2023, 4:02:51 PM
  SC17683762 Survey 81 7/21/2023, 3:42:02 PM
  SC17512362 Survey 90 7/17/2023, 1:37:42 PM

• Initial Complaint

  Date:07/20/2023

  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.

  I participated in 3 studies with Sago (formerly known as Schlesinger Group) and did not receive payment for any of them. These studies took place around April 2023. Studies HUT23800000 and HUT23800003 were never paid, and for the third I received the money in the wallet feature and opted to get a gift card, redemption request *******, but never received that either. I spoke with a representative named ***** and was told if I didnt receive the payment within **** days (back in May 2023) to contact them again and now all requests are being ignored. *** spent my time and effort in 3 different studies expecting compensation and now I am being treated as though I do not exist. Absolutely unacceptable.

  Business Response

  Date: 07/24/2023

  Please review your helpdesk ticket, we have reached out to BOA to confirm the status of our reissue request. I will follow up with you once we have confirmation. 

• Initial Complaint

  Date:07/18/2023

  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.

  On June 20, I completed Study Reference #: SC1696444. It was a very long survey, and I was not disqualified, yet no points were awarded. I have contacted the help team more than once, but have yet to have had the points added to my account. No one has even replied to explain why this happened.

  Business Response

  Date: 07/20/2023

  Our records show this issues has been resolved, please review your helpdesk ticket! Your incentive has been issued! 

  Customer Answer

  Date: 07/20/2023

  [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:07/14/2023

  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.

  I have participated in approximately 10 focus groups thru Schlesinger and have always received the incentive for participation. However, my last participation in a study I have not received payment for. The research study was on May 10, 2023 with a $90 incentive payment which I chose to receive in a physical VISA card.
  I have not received payment yet and have sent NUMEROUS emails to the help desk and have called NUMEROUS times and left voice mails. No one has responded to any of my attempts to resolve my issue. I am more frustrated about no one responding than not being paid at this point.
  I would simply like some one from the company to contact me to resolve this issue.

  Business Response

  Date: 07/17/2023

  Our records show this issue has been resolved, your incentive has been reissued. Please allow 7-10 business days for processing and shipping. Please reply back to your helpdesk ticket if you do not receive it at that time.