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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

    • 1,206 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:01/02/2025

      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 have never received my visa reward incentive for participating in a 4 week long study.  The card was supposedly sent and I never received the email or card. I was then told that someone else has registered the card under their name and email address. I was then told by the virtual rewards department this is fraud but they cannot stop the use or flag the card and that I need to contact SAGO. She then stated they cannot do anything about a stolen card.  I am extremely disappointed with SAGO ay this time. I have been a panel member for well over 15 years and this has never happened.  I have reason to believe that someone working for the virtual rewards department is stealing the cards as I have high security features set up on my accounts and emails and I am not getting the rewards emails. I am extremely disappointed.  I contacted the Virtual Rewards department and a "team lead" confirmed that the card per my email address has been registered to someone else and a different email address and that is considered fraud but they will not be able to do anything about it and I will need to speak with SAGO. This was on 01/02/2025 at 12:10PM eastern time. I have been told if someone steals it that is just too bad and there is nothing that can be done. I am being hung up on and spoken rude too. This is ridiculous. I have waited over 2 months only to have one of their employees at Virtual Rewards steal the card and information. I am told that they will not stop the other person from using the money although I have filed, called and written a formal complaint.

      Business Response

      Date: 01/03/2025

      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. 

      Business Response

      Date: 01/13/2025

      Our
      records indicate you have recently been in contact with a member of our support
      team and your issue has been resolved.  Should
      you have any inquiries, please do not hesitate to reach out to our support team
      at [email protected].

      Customer Answer

      Date: 01/15/2025

      [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:12/27/2024

      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 once again completed a task, redeemed a 120$ reward on November 25th, and have not received my reward. This is the second time I've had to file a complaint.

      Business Response

      Date: 12/31/2024

       According to our records, the issue has been resolved as 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 *********************************************************************************************. 

      Customer Answer

      Date: 12/31/2024


      Complaint: 22736002

      I am rejecting this response because:

      It was late, once again. The only way to get a redemption is to file a complaint. There should be a late fee paid for unprocessed rewards. 

      Regards,

      **** *******

      Business Response

      Date: 01/03/2025

      According to our records, the issue has been resolved as your redemption is now showing as processed and claimed. Your redemption was processed within the allotted 20 business days as outlined in your confirmation email as it was placed on December 6th. Should you have any inquiries, please do not hesitate to reach out to our support team at **************************************************

    • Initial Complaint

      Date:12/20/2024

      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.
      Did a mock trial with sago on 11-25-2024 And have not received my payment. I was told up to 20 days not 20 days or more something needs to be done about this company having people waiting weeks and months for service rendered unacceptable and very unprofessional

      Business Response

      Date: 12/24/2024

      According to our records, your redemption is showing as processed and claimed within the 20 business days timelines as advised. Should you have any inquiries, please do not hesitate to reach out to our support team at **************************************************

    • Initial Complaint

      Date:12/18/2024

      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.
      Completed a focus group on 10/28/2024 for $2,000 plus an additional $100 for showing up early for commercial real estate with the number UOM241013432. We were told we would receive the gift card in two weeks. I have reached out multiple times and they respond with a generic email apologizing for the delay, but not providing a solution to the delivery issue. In their latest email, they have said they do not have a date for delivery, but "hopefully this year".

      Business Response

      Date: 12/24/2024

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

    • Initial Complaint

      Date:12/13/2024

      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 participated in an online survey on 11/4/2024. I was paid $70 on 11/11/2024 but it's been 24 business days and it's still processing. Please process my online payment. Redemption Details: Request ID: *******, Request Date: 11/11/2024 12:55:10 AM, Redemption Type: FocusGroup Virtual Visa® Reward, Points: 7,000, Amount: 70.00 USD, Status: Processing.
      I also participated in another online survey on 11/21/2024. I was paid $150 on 11/25/2024. I know it's only been 15 business days but maybe you could do a Christmas miracle and pay out now. Redemption Details: Request ID: ******* Request Date: 11/25/2024 4:53:03 PM, Redemption Type: FocusGroup (USD) Physical Visa Card, Points: 15,000, Amount: 150.00 USD, Status:
      Processing

      Business Response

      Date: 12/16/2024

      According to
      our records, your redemption is now showing as processed and claimed since December 13th. Our
      records indicate that you have another redemption request placed on November 25th which is being processed as per redemption timelines agreed upon. As
      a reminder since you requested for a Physical Visa gift card, upon completion of the
      redemption process you will receive an email from ******************************. Please carefully review
      the email to confirm your mailing address for it to be dispatched. Should
      you have any inquiries, please do not hesitate to reach out to our support team
      at *******************.

      Customer Answer

      Date: 12/16/2024

      [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:12/13/2024

      Type:Product 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 participated in a survey on 11/15/2024 for $250.00. The $250 00 incentive was added to my wallet on 11/19/2024. I redeemed my points for a $200.00 Amazon virtual gift card on 11/19/******* Amazon gift card still reads as "Procesing". I have sent numerous emails to Sago but I get the same relay that they are delayed in processing. If the company is delayed in processing, why continue to accept surveys from companies. It's not fair that the company continues to get paid but the participants don't.

      Business Response

      Date: 12/13/2024

      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. Your request was placed on November 19th and within the processing timeframe.

    • Initial Complaint

      Date:12/10/2024

      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 participated in the moisturizer study from 12/5 until 12/10. The recruiter, Louisa, told me when she screened me by phone, that it was perfect that I was only available for the 4:30 focus group on the 10th, because I prefer a more liquid moisturizer and that was the 4:30 group. She told me to go that day to pick up the product and the people at the facility looked confused when I went to get it but gave it to me with instructions. Their instructions said to contact the facility if you did not receive links or correspondence. First, the Friday survey did not come through. I tried to contact the facility and left them a message. I received and completed the survey the next morning. Then, I called and left 2 voicemails on 2 different mailboxes, one that said Scheissengers and one that said Sago. Noone ever responded. I had already canceled my afternoon tutoring and physical therapy and so I went to the facility. They said I did not get a confirmation because I was not scheduled. When I explained what happened, they told me they were disappointed with the recruiters too and that they are all working from home but that they would let the product manager know. They could not give me any paper that said I completed the study or when I would be paid. I left a message for legal and instantly received a call back by a very condecending woman who told me she confirmed I was not scheduled and that I shouldn't show up without a confirmation just like I wouldn't for a doctor's office. She said she was old enough to be my mother and said she thinks I am difficult to work with and hung up on me. I canceled medical and work appointments because I was told to show up at 4:30 on Tuesday to return my lotion and partipate in a focus group for an addition $150. I participated in projects with Schleissengers and was never treated with such disrespect. Many online reviews show similar experiences.

      Business Response

      Date: 12/12/2024

      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: 12/27/2024



      Complaint: ********



      I am rejecting this response because:



      You told me to be patient on 12/12. Now over 2 weeks later you're saying the same thing but nothing has been rectified. 



      Regards,


      ***** ******

      Business Response

      Date: 01/03/2025

      According
      to our records, the issue has been resolved as your redemption is now showing
      as processed. Your redemption was processed within the allotted 20
      business days as outlined in your confirmation email. Should you have any
      inquiries, please do not hesitate to reach out to our support team at *******************.

    • Initial Complaint

      Date:12/10/2024

      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.
      On November 11th I submitted a request for a payout after completing a focus group for this company. I was told that it could take up to 20 days to be paid. However, it's month later and still nothing. "Processing" is the only thing it has said since I submitted. I did reach out to their help desk, request (*******) and other than their automated response nothing. I'm owed 371 dollars to some that not be much but to me that's my child's Christmas gift money, hence the readson I requested it all the way in early November.

      Business Response

      Date: 12/13/2024

      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 at **************************************************

    • Initial Complaint

      Date:12/09/2024

      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 have been registered with this company for over 10 years and I have done several in person focus groups, as well as tried products over a course of weeks and completed the survey. The payment system has changed, not it takes almost 2 months to get your payment which is new before they changed names you would receive your Visa gift card at the end of the focus group as you were leaving. They send the gift card via email after you redeem your points and I guess they have a policy that if you don't click on the link within 90 days to redeem the gift card it expires and it's their policy to just not pay you at all. They will not add the points back to your account so you can redeem the points and you cannot speak to anyone. The email went into my spam folder and I was thinking it was in my online account with focus group and my goal was to use it for Christmas shopping. The amount is $206 and that is a very large amount to just not give someone who participated in a in person focus group. I understand if I redeemed the gift card and let it expire after 12 months and want a new one but I did not click on a link to redeem the gift card. Where does the money go? Why would a company that was paid by the company to get our opinions want to make sure that we are paid. This was my first focus group since this new payment system has taken place. I went to redeem all of my gift cards and could not find the one for the larger amount but was told that the link expired and they cannot reissue the link or the points to my account.

      This is very upsetting and disappointing $206 is a lot of money, you almost forget about since it takes almost 2 months to look out for the email but I always knew that I wanted to use this for Christmas shopping. If I never redeemed/clicked the link for the gift card then the payment is still there somewhere and the company can issue a new link or replace the 20,600 points in my account

      Business Response

      Date: 12/10/2024

      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. 

      Per all confirmation emails and screening requirements you must agree
      to the incentive and redemption processing timelines prior to participation. If you do not receive
      the redemption within this timeframe, kindly contact our support team for
      further assistance at *******************.

      Business Response

      Date: 12/11/2024

      Our
      records indicate you have recently been in contact with a member of our support
      team and an update shared regarding your expired points and a resolution provided. Kindly
      contact our support team for further assistance at *******************.

      Customer Answer

      Date: 12/18/2024

      [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:12/09/2024

      Type:Order Issues
      Status:
      Unresolved
      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 failed to provide me payment for consultation services provided. Contacted their customer services several times, no response.

      Business Response

      Date: 12/11/2024

      Our records indicate you have recently been in contact with a member of our support team and they are awaiting additional information from your end. We encourage you to check with our support team for the most recent update. 

      Customer Answer

      Date: 12/12/2024


      Complaint: 22660620

      I am rejecting this response because:

      That was an incorrect statement made by Sago. I am the one who has been trying to obtain a response but my inquiries have been ignored. 

      Regards,

      Qian **** ****

      Business Response

      Date: 12/16/2024

      According to our records, our support team has reached out to you for additional information on the ticket you raised for some clarification details. Kindly check with our support team for the most recent update. 

      Customer Answer

      Date: 12/18/2024


      Complaint: 22660620

      I am rejecting this response because:

      The issue has not changed. There has not been any resolution of the issue.

      Regards,

      Qian **** ****

      Business Response

      Date: 12/24/2024

      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: 12/27/2024


      Complaint: 22660620

      I am rejecting this response because:

      False claims were made and nothing has been resolved.



      Regards,

      Qian **** ****

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