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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:12/08/2024

      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.
      It is Groundhog Day with these people.
      In other words - Same. Thing. Happens. Every. Time.
      I took part in a 2-week (!) product test meaning I used a product daily for 2-weeks.
      This was in late October.
      I was able to request a $75 virtual visa gift card online on November 10, 2024.
      Request.
      I requested payment promised me for participation on November 10, 2024 and nearly 1 month later I am still waiting to receive that $75 virtual visa gift card.
      The Sago Focusgroup website has indicated it's 'processing' for nearly a month.
      A Sago Focugroup employee will respond to this complaint, as always, reminding me and everyone who's reading this that during busy periods (always) that it 'can' take 'up to' 20-days to receive compensation.
      Do the math.
      It's been 'more than' 20-days -- actual business days excluding holidays in this case -- so it's actually been considerably more than 20-days and I STILL HAVE NOT RECEIVED COMPENSATION SAGO FOCUS GROUP PROMISED I WOULD RECEIVE WHEN I TOOK TIME TO ASSIST THEIR BUSINESS CUSTOMERS who pay them for the opinions of people like me.
      So they are taking money from businesses who pay them to 'hire' people like me...then they are NOT paying those of us 'hired'.
      They're not replying to any emails or phone calls about this, but they never do.
      So for the SAGO FOCUS GROUP employee reading this - can I PLEASE get my $75 Virtual Visa Card that was promised to me when I was engaged in late October? it's nearly mid December.
      Totally bogus

      Business Response

      Date: 12/10/2024

       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 [email protected]. 

      Customer Answer

      Date: 12/10/2024



      Better Business Bureau:

      I wish we all didn’t have to file a complaint with your organization just to get what’s promised to us. 
      receiving compensation for work done should be a simple transaction and it just never is with this company. 

      I appreciate your assistance.

      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:12/07/2024

      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 really hate to I have to use this method in order to receive a response. I completed the current event online forum. It says payment processed and paid on 9/19. I have sent several messages through the site , but i have never received any follow up on when i will actually receive the 150 dollar virtual payment. This is not my first time completing surveys or other in person opportunities with this company, but this is the first time I received nothing and no one has followed up. Please help.

      Business Response

      Date: 12/10/2024

      10/23/2024 02:57 PM
      Order Created
      According to our records, your redemption is now showing as processed since October 23rd and viewed yet not claimed from your end. Please review the email from ******************************* Once your redemption has been activated or claimed it is ready for use.

      10/23/2024 02:57 PM Order Created
      10/23/2024 02:57 PM Order Processing
      10/23/2024 02:57 PM Order Processed
      10/23/2024 02:58 PM Reward Sent
      10/31/2024 11:45 AM Reward Email Viewed
      12/09/2024 09:43 AM Reward Email Resent (resending not yet claimed)
      12/09/2024 10:08 AM Reward Email Viewed
      12/09/2024 10:08 AM Reward Email Viewed

      12/10/2024 07:41 AM Reward Email Resent

       

      Customer Answer

      Date: 12/11/2024

      [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,

      Summerian Green

    • Initial Complaint

      Date:12/06/2024

      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.
      11/21-22/2024 did a research study for Sago with the pay being $800 never received the money Sago Focus Group Go to the website sent numerous emails no one got back to ******* money still say processing on the Focus Group website says 4 -6 weeks for virtual cards 4-6 weeks plus additional 7-20 business days for Physical card that's not acceptable they didn't wait 4-6 weeks for me to do the Focus Group

      Business Response

      Date: 12/09/2024

      Kindly expect a processing period of up to 20 business days as specified prior to your participation. 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 **************************************************

    • Initial Complaint

      Date:12/06/2024

      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.
      Another user with slow/non-payment issues. Received an email on 11/16/2024 that my incentive was added to my ********************************************** wallet. The virtual **** card has been stuck in "processing" ever since. I emailed their support email but it has been days and the *************** Team" has not yet replied. I'm starting to wonder if ******************************************** is just a scam.

      Business Response

      Date: 12/09/2024

      Kindly expect a processing period of up to 20 business days as specified in your confirmation email. Our records indicate that you have a pending redemption request on November 17th. It has been approximately 15 business days. Your redemption email will come from *****************************************************. 

    • Initial Complaint

      Date:12/05/2024

      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.
      Multiple Focus Groups done, have not received payouts and have been shut out of account. I did two ******************************************: Grocery Products UIG241018083, and Gaming Study UIG241018126. I received a confirmation of credits for the Grocery Study, however I never received the gift card. After the Gaming Study, I have since not been able to log into my account. They sight a "technical error" however, after attempting to reset my password and email their helpdesk, I have not heard back or seen any improvement. This has been going on for 2 weeks. Please give me what I have earned and allow me to get back into my account.

      Business Response

      Date: 12/09/2024

      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. 

    • Initial Complaint

      Date:12/05/2024

      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 completed a survey on metastatic breast cancer on 10/3/24 @6pm Est. Today is 12/5 and I have yet to receive my compensation. Sent several emails and received no response. Study UIG241009745 - Metastatic breast cancer research. Compensation should have been $360

      Business Response

      Date: 12/09/2024

      Our
      records show that you were incentivized for the Study ************* and you have a pending redemption which was requested on December 6th.
      Please anticipate a processing of up to 20 business days as advised and on processed complete the address verification which will be shared through an email from ******************************* If you do
      not receive it within the timeframe, please reach out to our support team for
      assistance.

      Customer Answer

      Date: 12/09/2024

      [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:12/04/2024

      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.
      A similar message was also Cc'd to nine members of the Sago Executive Team. Their email addresses can be found on the Sago website. To date, no response from anyone.Dear Sago -I am very disappointed in the lack of care/response to my queries since Dec 2. According to your website and Helpdesk, incentive payments should have processed within 20 business days, or within 4 weeks of redemption. According to both, if this has not happened, I am supposed to reach out to ************** or ************************************************** but neither are responding. Its been 6 weeks since I completed the study on October 23, 2024. Its been more than 4 weeks (and more than 20 business days) since I redeemed the reward on Monday November 4, 2024.Request ID: xxxxxx - 11/4/2024 3:20:44 PM - FocusGroup ************ Reward - ****** USD - Processing I fully understand you have a high volume, hence the up to 20 business day" wait, but were past all of your deadlines. I do not understand how you are facing significant delays in the incentive processing workflow - these kinds of things are typically automated, so it really makes one wonder if you are having financial difficulties. Otherwise, hiring staff could alleviate this bottleneck. Or maybe you just don't care?At this point, its unclear if Sago is a legitimate operation, is still in business, or just has difficulty paying financial obligations. After all, why would nobody answer phone calls, voicemails, or email messages; or take so long to process incentive payments? In my opinion, this unprofessional business practice borders on fraud and scamming. This kind of behavior is unacceptable and I am considering filing a complaint with the NJ Attorney General.I demand that my payment be processed immediately as per the terms of our agreement.Payment Amount: $****** Study Reference #: UOM241016705 Date of Participation: 10/23/2024

      Business Response

      Date: 12/09/2024

      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 *********************************************************************************************.

      12/05/2024 02:32 PM Order Created
      12/05/2024 02:32 PM Order Processing
      12/05/2024 02:32 PM Order Processed
      12/05/2024 02:32 PM Reward Sent
      12/05/2024 02:32 PM Reward Email Viewed
      12/05/2024 02:32 PM Reward Link Clicked
      12/05/2024 02:32 PM Reward Claimed
      12/05/2024 02:36 PM Reward Activated - Web
      12/05/2024 02:36 PM Online Registration Completed

       

       

      Customer Answer

      Date: 12/09/2024

      Complaint: 22641336

      I am rejecting this response because:

      My original BBB complaint asked for two things:

      payment (since received)

      explanation (not yet received)

      Yes I was paid, but only after great effort, and it took a BBB complaint.  Multiple calls and emails went ignored all week.  Even SAGO's executive team ignored my emails.  ************ clearly can not handle their obligations, and it's obvious there is some kind of financial problem preventing them from conducting business in a professional and ethical manner.  They'd probably have zero complaints if they just paid incentives within a reasonable timeframe. 

      Who does work and believes 6-weeks is a reasonable amount of time to wait for a paycheck?  And then when NO payment comes, even after 6-weeks of waiting, is expected to wait an additional undetermined amount of time while SAGO cannot be bothered to answer the phone or respond to emails?

       1.  Just process the incentives on time.  SAGO failed in meeting their own 6-week timeline here.

      2.  Hire more staff to process incentives on time, answer the phone, etc!

      3.  Switch to a different payment supplier that can process incentive payments on-time, if that's the case.

      4.  MOST importantly, RESPOND to calls and emails!

      To date, the only message they responded to is the one I sent after filing this BBB complaint.  At this point, to be fully satisfied, I am seeking a proper professional response from a supervisor or manager that includes an honest explanation about what went wrong here.  The "processing delays are beyond our control" excuse is just not believable... because payment can suddenly be pushed through after a BBB complaint.

      Regards,

      **** ******

      Business Response

      Date: 12/17/2024

      According to our records, the issue has been resolved, and you have been in touch with our support team. Should you have any further inquiries,please do not hesitate to reach out to our support team 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 ********. 

      My acceptance is contingent upon the business's action on this part of their statement and apology that was emailed to me:

      "We are conducting an internal review to identify and address the cause of the delay, with the goal of improving our processes."

      At this point, there's nothing left but to close this complaint.

      Regards,

      **** ******

    • Initial Complaint

      Date:12/03/2024

      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.
      They take forced to respond and it takes too long. Its been 20 days and still no gift card its ridiculous no other platform gives a generic excuse for extreme delays.

      Business Response

      Date: 12/10/2024

      According to our records, your redemption is now showing as processed and claimed as of December 5th. Should you have any inquiries, please do not hesitate to reach out to our support team at *********************************************************************************************. 

    • Initial Complaint

      Date:12/01/2024

      Type:Service or Repair 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 began taking surveys and participating in focus groups in October for ***********************************************, which works for the company Sago. When I went to sign in to cash out in November I could no longer sign in. Anytime I would go to sign in, I would get the message of "Oops! There seems to be a technical issue. Please contact our **************** Team for assistance." Then, I reached out via email to their customer service 4 separate times, and contacted multiple recruiters to which I received no responses. I also called numerous times and left voicemails to which I also received nothing in return. I also reached out via ********, and they blocked me as a result. I want to be able to sign into my account, so I can cash out and be done with them. I have all supporting documents if needed as well.

      Business Response

      Date: 12/04/2024

      Our records show that you have recently interacted with a member of our support team. Your profile has been updated and is currently active.

      Please contact our support team directly should you need further assistance. 

      Customer Answer

      Date: 12/04/2024

      [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:11/29/2024

      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.
      Sago used to pay immediately now it is Black Friday right before the holidays and I Still havent received my payment. I chose the virtual **** option over the physical card when I didnt want to because of timing. Assuming that obviously a virtual card would be quicker. Still nothing. I did what was asked of me and now I should be paid, this is crazy. Sago. give. me. my. money.

      Business Response

      Date: 12/04/2024

      Our records indicate you have recently been in contact with a member of our support team. Our records show that you have recently interacted with one of our support team members. Please expect a processing period of up to 20 business days during peak periods, as stated in your confirmation email and support request ticket. 

    Sago is NOT a BBB Accredited Business.

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