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User Interviews Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 9 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/25/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    User Interviews needs to do a better job of monitoring and punishing scammer behavior by researchers on its platform. Researchers on the platform use "application surveys" to collect valuable yet remunerated feedback from unsuspecting users. These researchers also tend to refuse payment to users for vague and unfounded reasons, after users submit their feedback. User Interviews seems fantastic but as long these researchers are allowed to abuse the platform, the company will decline in user trust.

    Customer Answer

    Date: 03/21/2025

    Better Business Bureau:

    At this time, I have not been contacted by User Interviews Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:01/09/2025

    Type:Product 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.
    On 12/09/2024 i attended a focus group study called "MSP REMOTE ACCESS SOFTWARE SOLUTIONS STUDY" via a company called "User Interviews" which hosts these focus groups between researchers and participants of which was paying me $300 after i completed the interview with the researcher. I finished my research and after waiting way beyond the deadline (10 business days) to get my incentive i was sent a link via my personal email to redeem my incentive but when i clicked the link it gave me an error message (attached to this report) which does not let me claim my incentive. After reaching out to User Interviews several times and waiting for many days no one has responded to my inquiries or provide me some sort of a status *********** is User interviews website ***************************************

    Business Response

    Date: 01/15/2025

    **** ****** has received their requested incentive and confirmed they were able to redeem it. See attached screenshots. 

    Customer Answer

    Date: 01/16/2025

    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 and the matter has been resolved.

    Sincerely,

    **** ******



     

  • Initial Complaint

    Date:12/26/2024

    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.
    Never received incentive and have contacted the company several times with no response

    Business Response

    Date: 01/07/2025

    This individual has received their incentive for the study, as evidenced by the attached screenshots. 

  • Initial Complaint

    Date:10/21/2024

    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.
    Completed study on 10/17/2024 for choice of 75 $ in gift cards , it says on their website that if User interviews is the distributor of the incentive themselves which is the case in my study then most studies pay within a day or two , 47 hours later not only have I not been paid the status of the study has not been updated either , tried reaching out to recruiter to see if and when attendance is marked got no answer , no phone support and the chat just gives you a generic wait up to ten days message so I got online to do some research as to why maybe mine specifically was having an issue and saw all the bad reviews here so this is clearly not an individual problem there are complaints of waiting up to over a month for payment on here which gives me no confidence whatsoever that without filing this complaint I would even receive anything , just thought I would share my story so others can see and make their own judgement call on wether to use the site

    Business Response

    Date: 10/30/2024

    This individual received their incentive payment within the time period specified in our terms. See attached screenshot.

  • Initial Complaint

    Date:08/21/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello. Through the User Interview platform, I completed a 90 minute zoom interview on August 1, 2024 on the topic of Seeking Melanoma Caregivers ($175). I successfully completed interview and even agreed to be interviewed for an additional 15 minutes without compensation. It is now over 14 business days and I still have not received the incentive. I contacted the researcher multiple times with no response. I have checked my spam mail everyday. User Interviews rules states that participants receive compensation within 10 business days. Can someone please help me receive incentive? Thank you for any information. It is important to note that I have checked my spam mail box multiple times, and incentive is not in my spam mailbox.

    Business Response

    Date: 09/04/2024

    *************** has received their incentive as reflected in the attached screenshots. 

    Customer Answer

    Date: 09/05/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:06/05/2024

    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.
    On May 28 2024 I went to a study downtown at *************************************************** . It was called do you live in *******? Are you interested in cricut but don't own one yet ? We would love to chat with you. I've been notifying them and user interviews for my $100 incentive and I keep getting the runaround. It clearly says contact user interviews about payment and they have been giving me the runaround telling me to contact the research the researcher told me after the study to contact user interviews. I can't contact the researcher anymore because the button isn't there anymore I just want my money.

    Business Response

    Date: 07/01/2024

    ****************** has received the payment that forms the basis of her complaint, as evidenced by the attached screenshots. 

  • Initial Complaint

    Date:04/19/2024

    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.
    The researcher for the washer machine app had no patience whatsoever. The link for the app wasn't loading at first and she told me she was pressed for time then when I finally got it to work she said she would have to see it she could reschedule for next week I spent almost the whole time going back and forth trying to get in the link she posted and she had a attitude and no patience with me. I should get the $50 just because of dealing with all that mess. Most researchers would have just said I showed up and try to fix the problem from their end. Then she doesn't know if she has anymore dates for next week. So I basically wasted my 45 mins doing nothing It's not my fault the app wasn't working correctly. She was late signing on and when I signed back in again she still was late .I did actually spend 45 mins dealing with her. I've never had a researcher like that ever most are nice patient and kind but not this one

    Business Response

    Date: 04/30/2024

    We are sorry to hear about ********************** experience with this research study. As stated in Section 4 of the Participant Terms and Conditions that ****************** agreed to when creating her account with ******************** (*****************************************************************************), User Interviews has no independent obligation to provide any incentives to participants in connection with their participation in a research session. Nevertheless, User Interviews paid ****************** a partial incentive as a courtesy (see screenshot 1 for the confirmation email that was sent to ******************). Because ****************** had unsubscribed from emails from User Interviews, that email was rejected as non-deliverable (see screenshot 2). However, as shown in screenshot 3, ****************** did redeem the partial incentive because the button says "View gift code" instead of "Redeem incentive," which is what would have displayed had she not yet redeemed the incentive.

  • Initial Complaint

    Date:04/02/2024

    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.
    I participated in a study on March 20 2024 on wedding research and it was completed on that day normally I get paid with no issues but I've been reaching out to the researcher and no answer everyday and when I contact user interviews they just say it takes 10 days or maybe because of the holiday. This is ridiculous that I have to do all this to get $90. I'm disappointed. The study hasn't been marked completed either and it was completed.

    Business Response

    Date: 04/11/2024

    ****************** has been paid the incentive that forms the basis of her complaint. We allow researchers up to 10 business days to mark projects as completed and issue incentive payments, and her incentive was issued within this timeline. See attachments. 

  • Initial Complaint

    Date:01/12/2024

    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.
    I participated in a survey during the month of Dec 2023 , I did this to the best of my ability and the results were that I was distracted they say , they say I was watching TV during the study ,,there is no such thing in my office area so that was not true ,,I think this was based on race ,,,I even got comments from the other participants involved in the study . I again say I did everything that I was supposed to do and came up non compliant . I will not give up so sorry thats not true so my question here is can I go public with this ,,meaning ******** instagram you name it I will let it be known can I do this

    Business Response

    Date: 02/16/2024

    When ******* created a participant account with ********************, he agreed to our Participant Terms and Conditions (*****************************************************************************). Section 4.1 relates to incentive payments and provides in pertinent part (emphases added):

    "Researchers may choose to provide an incentive to Participants (each, an Incentive) to complete Research Sessions in their sole discretion in the manner of their choosing, but you acknowledge and agree that UI has no independent obligation to provide any Incentives to you in connection with your participation in a Research Session. ... You acknowledge and agree that you may forfeit some or all of any Incentives offered in connection with a Research Session if (i) you violate these Terms (as determined by UI in its sole discretion), including without limitation Section 3 (Your Obligations), (ii) you do not satisfactorily complete the Research Session (as determined by the Researcher in its sole discretion), or (iii) you delete your account prior to redeeming the Incentive."  

    Here, the Researcher in question marked ******* as a "no show" and withheld the incentive from him for the reasons they detailed in an email to us (see Screenshot 1). When ******* reached out to us for assistance, we decided to remove the "no show" status and to issue him a partial incentive for his participation, as detailed in an email from us to ******* (see Screenshot 2). That incentive has since been issued to ******* (see Screenshot 3). 

  • Initial Complaint

    Date:12/18/2023

    Type:Sales and Advertising 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 did and completed a ******************** September 2023 and have been emailing **** from users interviews . It is now December and have not received my incentive.

    Business Response

    Date: 12/21/2023

    ************************ use of the User Interviews platform is governed by our Terms and Conditions at ****************************************************************************, which she agreed to when creating her account. Section 4.1 of those Terms provide in pertinent part:

    "Researchers may choose to provide an incentive to Participants (each, an Incentive) to complete Research Sessions in their sole discretion in the manner of their choosing, but you acknowledge and agree that UI has no independent obligation to provide any Incentives to you in connection with your participation in a Research Session."

    and

    "You acknowledge and agree that you may forfeit some or all of any Incentives offered in connection with a Research Session if (i) you violate these Terms (as determined by UI in its sole discretion), including without limitation Section 3 (Your Obligations), (ii) you do not satisfactorily complete the Research Session (as determined by the Researcher in its sole discretion), or (iii) you delete your account prior to redeeming the Incentive."

    In this instance, ******************** did not satisfactorily complete the Research Session in question because she did not provide a head scan. Despite not having any obligation to provide an incentive to ********************, User Interviews did provide a partial incentive as a courtesy for her time. Please see attached screenshots. 

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