Complaints

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:10/30/2023

  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 was approved to do a study called "Two video diaries per day filmed on an iPhone 11 or 12" where you upload 1 minute videos once in the morning and once in the evening expressing gratitude for things you are thankful for and an overview of how your day went. The study wanted 30 morning videos and 30 evening videos. I completed the study prior to the deadline of 9/29/2023. I had emailed the study asking about the incentive and was told that I needed to submit 3 additional evening videos for the $100 incentive to be paid out to me. So of course, I completed 3 additional evening videos. Emailed the researcher again and was told that I needed to wait 10 business days to be paid the incentive. 10 business days go by and still no incentive. I've have now sent over 1 dozen emails asking about where the incentive is. I kept getting generic email responses that I need to wait 10 business days for the incentive but at that point it had been over 10 business days.It's now been over a month since I was supposed to be paid for this study I completed and now my emails have gone unanswered.

  Business Response

  Date: 11/17/2023

  ************** received the incentive payment described in her complaint on November 10, 2023. Please see attachments for proof of payment. 

  Customer Answer

  Date: 11/21/2023

  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:09/20/2023

  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.

  Signed up to take part in a video diary in which we were to make 30 videos 2 min each one in the morning and one in the evening for a $100 tango gift card which I completed but I was offered to keep going to make 60 videos which I did and still have not been compensated for the second half of the task. Attached are emails of proof of completion from their client as well as their client stating to me that I have completed.

  Business Response

  Date: 09/26/2023

  ********************* has been issued the $60 incentive for completion of the second half of the research study in which they participated. Proof of payment of both the original $100 incentive and the second $60 incentive are attached, as well as a confirmation email from User Interviews to ***

  Customer Answer

  Date: 09/28/2023

  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:08/04/2023

  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.

  User Interviews solicited me to do an interview about me having a car accident. They said they would pay me $45 in the form of a digital gift card. Non of the cards offered a cash option which was not told to me before the interview. I spoke to a very rude person who said his name was ***** and he was the supervisor in their customer service center who stated it was just to bad and I wouldn't be paid. He stated that there was no one else in the company higher than him and he hung up on me. This was an illegal bait and switch to get my information which was very traumatic for me to talk about. I was deceived by user interviews and still haven't been paid attached please find a similar ad for a study that falsely claims the same thing. User Interviews is taking advantage of me and other poor people by lying and not disclosing that they don't pay cash. I have asked user Interviews to stop sending me emails for future studies but even as of today user Interviews is still trying to deceive me into other interviews. User interviews practices bad business and should be shut down. User Interviews is deceiving poor people and it is unfair.

  Business Response

  Date: 08/07/2023

  The study ******************** participated in stated that it would pay "***** via choice of dozens of digital gift cards" (see screenshot 1). Contrary to his claim that he "still ha[s]n't been paid," he received and redeemed the offered incentive payment (see screenshot 2). User Interviews does not make any representations that the digital cards will include a cash option; to the contrary, our support article on the topic makes clear that this is not an available option (see ***************************************************************). If the phone call ******************** describes in fact happened, it certainly was not with anyone at User Interviews as we neither provide support over the phone nor have anyone named ***** working on our support team. We have made clear to ******************** via email that he can apply for studies that specify different types of incentives if he only wants cash options (see screenshot 3), but no cash option was offered for this particular study. 

  Customer Answer

  Date: 08/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   User interviews used deceptive business practices and a bait and switch scheme to trick respondents into thinking they would get $45 in form of a payment. Reputable research companies state clearly when there is "no cash options". User interviews do not state this because they know customers won't participate so they disguise the payment saying digital gift cards which most have a cash option. After several days they left me no choice but to take one of the unusable cards and resell it at a loss. User interviews preyed on my injuries and accident to manipulate me into doing this and this response should be posted for all future respondents to see so that they will not longer be manipulated. User interviews always asks for race, income and education level so they know that uneducated black poor people will respond .

  User Interviews is a horrible company and no one should participate in anything with them

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 08/22/2023

  While we regret that ******************** had a negative experience using our platform, there is no basis for his unfounded assumptions or allegations. His latest response confirms that he received and redeemed the incentive offered by the researcher for the study in which he participated. User Interviews merely facilitated distribution of that payment, in accordance with the Participant Terms & Conditions to which ******************** agreed when creating his account. ******************** is under no obligation to use our platform again if it does not meet his needs, and if he would like to delete his account he can do so by completing the form here: ****************************************************************

  Customer Answer

  Date: 08/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]User Interviews did not address the fact that they are deliberatly decieving people by not telling them there is

  no cash value to their gift cards. User Interviews is a horrible company for this and they are practivcing bad business practices and no one should trust them.

  Please post this comment publicly so that no one else will be decieved by this horrible company

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

• Initial Complaint

  Date:07/19/2023

  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.

  June 13 - 16 did a focus group called wellness and weight loss Female 45+ it was supposed to pay $200 its been a month not paid yet

  Business Response

  Date: 07/31/2023

  **************** received her incentive payment on July 19 and confirmed receipt. Please see attached screenshots evidencing payment. 

  Customer Answer

  Date: 08/01/2023

  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,
  
  ****** ******