Business Profile

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Toluna USA

Complaints

This profile includes complaints for Toluna USA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

52 total complaints in the last 3 years.
13 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.

Initial Complaint
Date:03/27/2025
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.
My complaint mirrors another person's prior to mine in every way. I had been taking surveys for a few weeks and then when I tried to log into my account a message was there about some nebulous mysterious "community standards violation". After sending a few emails I was told I was suspended and they provided NO info as to why. There was no fraudulent info given maliciously. All I would like is to be able to redeem points when I have enough and to get out of their hair. They come up reasons regularly to suspend people but will not tell them what they've done. This is a very shady business practice making up accusations that they refuse to back up with proof. This has been a big waste of my time joining this panel. It would be one thing to send an email detailing what is wrong or what they've observed. If they have time for these supposed "quality checks and whatever other mumbo jumbo lingo" then they would have time to let people know there are concrete problems with their survey taking. I can't upload the screenshots, so here I have cut and pasted part of their response. Your Toluna account was unfortunately flagged in one of our regular panel quality checks and was consequently suspended on 12 March, which is why you are no longer able to log in. To ensure we receive reliable information from all of our influencers and maintain the high-quality standards of our panel, our Data Quality Team does multiple routine checks verifying various data quality points and potentially fraudulent behavioral patterns. Some examples of the various checks performed are: registration checks, the location from which surveys are accessed, proxy usage, device checks and digital finger-printing failures, activity and behavior in surveys and many more data points. We cannot disclose more specific details about these flags and techniques our teams employ to detect fraud. We understand that having your account blocked is unpleasant. There's more but I ran out of characters
Business Response
Date: 03/28/2025
Dear *****,

Your account was suspended during one of our routine panel quality checks, as referenced in ticket #*******.
After a thorough review, we have decided to reinstate your account, as we believe in providing second chances.
We appreciate your patience and look forward to your continued participation.

Best regards,
The Toluna Team
Customer Answer
Date: 04/02/2025

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. it is the same canned response to others about "giving second chances". However, I am satisfied that I can continue to take surveys and cash in points accumulated from survey-taking.

Sincerely,

***** ******
Initial Complaint
Date:01/27/2025
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 have been a member of Toluna for a few months. I have completed many surveys diligently and have accumulated 15$ and I requested a withdrawal to ******. That was A MONTH AGO on 12/27/2024. It states on the website that it takes 1 to 3 weeks to receive the money to the my ****** account. I have sent a two tickets and have not received an equate response as to why I haven't received my money that I worked hard to earn doing surveys for many hours. I request to receive the money from Toluna and I'm seriously questioning if this company actually pays or not.
Business Response
Date: 02/04/2025
Hello ******,
We sincerely regret the delay in processing your ****** payment. We understand how important it is for you to receive your rewards on time, and we acknowledge that this has taken longer than expected.
Our team is actively monitoring all pending payments and working hard to ensure they are processed as soon as possible. While we are unable to provide a specific date just yet, we would like to reassure you that your payment will be completed in the coming days.
Additionally, we’ve got some great news—exciting updates are on the way for our rewards catalog!

At Toluna, we’re always looking for ways to make your experience even better, and that includes refreshing our rewards to bring you more of what you love.
As we roll out these improvements, some rewards will be temporarily unavailable, but don’t worry, they’ll be back later in the month, better than ever!
We truly appreciate your patience and can’t wait for you to see what’s in store.
Kind regards,
The Toluna Team
Customer Answer
Date: 02/07/2025

Complaint: ********

I am rejecting this response because: It has been over 6 weeks of me waiting for the 15$ to reach my ****** account. On the website it states that it will take a maximum of three weeks to process my withdrawal request. There is absolutely no reason for it to need to take this long to process.

Sincerely,

****** ******
Business Response
Date: 02/10/2025
Hello ******,
We are happy to confirm that your ****** payment has been processed.
We apologize once again for the delay. If you need assistance in the future, please don't hesitate to reach out to our customer support team, they will be happy to help.
Kind regards,
The Toluna Team

Customer Answer
Date: 02/10/2025

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.

Sincerely,

****** ******
Initial Complaint
Date:01/21/2025
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.
Spent hours & hours (and months and months) wasting time w/their surveys and questions just to have my account closed when I was close to redemption. my answers were always honest, truthful & a complete thought when required like w/any other survey app I’ve used & other survey apps In still using. Once I got close to finally being able to redeem my points towards a reward, I noticed I had been logged out & was unable to log back in & the forgotten password option didn’t work. Being confused what the issue could be as all my answers & responses have always been truthful & honest responses & even if you follow all the rules, & policies & procedures in place it literally wont actually matter as your account can still be closed and then be unable to redeem your points, while they still got the honest truthful answers to so many of their surveys that obviously ended up just being a waste of my time doing. I was informed “Your Toluna account was unfortunately flagged in one of our regular panel quality checks and was consequently suspended” but I know for a fact that since all my answers & responses were honest & truthful & there was never anything fraudulent or dishonest about anything I ever submitted proves that even if you do everything right youll just end up wasting a bunch of time by earning enough points & then unable to redeem them. And any quality checks during surveys I also know I never miss, because I make sure to read everything completely to make sure that I answer whatever is being asked either correctly or honestly. So in summary don’t waste your time w/this app, there are much better survey type apps to spend your time on, that offer better rewards & compensation overall, & you won’t have to worry about your account just randomly being closed for a reason that they will cite even if the reason given is impossible to actually have happened or been an issue to begin with (which weird I never had any issues w/ones that are even more strict ????)
Business Response
Date: 01/29/2025
Dear *****,
During one of our routine panel quality checks, your account was temporarily suspended, as referenced in ticket #*******.
After a thorough review, we have decided to reinstate your account, as we believe in providing second chances. We appreciate your patience and look forward to your continued participation.
Best regards,
The Toluna Team
Customer Answer
Date: 01/29/2025
I was able to log back into my account and submitted to redeem the majority of my points and am waiting to make sure that I do get the reward selected with no issues since I’m still concerned I could have possible have additional issues, since the original “reasons” my account was closed I know were unfounded and I’ve never engaged in suspicious behavior or activity on any survey platform including this one.
and while I appreciate that my account was reinstated, which I believe it should have never been closed to begin with, I did not like the tone or verbiage of the message that was part of the email response and more accusatory sounding then the reply posted with the BBB complaint which stated.
“Following our investigation and because we believe in second chances, I am happy to share that we have decided to reopen your account on a probationary basis, wherein you will be able to continue participating in surveys and redeem points for rewards, but it will be monitored for any suspicious activity.”
but considering I never have engaged in suspicious behavior or activity to begin with, it seems rather unnecessary to need to continue to monitor my account for suspicious behavior but if that’s what it is going to take to have my account to be able to be used, and they want to use some of their resources on that, that is a choice they can make but they won’t find anything of value as I have never and will continue to never engage in any sort of fraudulent or suspicious behavior and don’t really appreciate the idea that my account would continue to need to be monitored for such activity, though it seems this is rather common behavior for the company so I can’t say I’m all that surprised by the response I received either. I’m awaiting to ensure that I do receive the reward I submitted points but, but I am appreciate and thankful for my account at least being reopened and able to at least be able to be utilized again.

Customer Answer
Date: 01/30/2025

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.

Sincerely,

***** ********
Initial Complaint
Date:11/27/2024
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 spent endless hours doing toluna surveys. As soon as i tried to cash in my points for 2 ****** gift cards i was sent a denial email and locked out of my account. With a message stating oops looks like a problem on our end refresh and try again. Been trying for days to get on and cash in for what im owed.
Business Response
Date: 12/06/2024
Hello *****,

At Toluna, we are dedicated to upholding the integrity of our community and ensuring a positive experience for all our members.
As part of our routine panel quality reviews, we identified some discrepancies in your account and survey participation that do not align with our quality standards.
As a result, your Toluna account has been suspended, and any accrued earnings have been forfeited in accordance with our Terms of Service.

Specifically, your responses in multiple surveys were flagged as invalid by our clients, leading to terminations due to fraudulent activity.
Additionally, there were indications that surveys hosted directly on Toluna****, which implement extensive quality controls to ensure high data standards, were being deliberately avoided.

We understand this situation may be disappointing, and we regret having to take this action.
Thank you for your understanding.

Kind regards,
The Toluna Team
Initial Complaint
Date:11/27/2024
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.
Company continues to refuse to reward survey participants after hours of taking surveys in good faith. I took many surveys and had over 140,000 points built up in equivalent to approximately $40-$50. Tried to redeem reward for ****** gift card and was denied. Then tried to redeem for dollar amount to ****** and denied. Not once was I given a reasoning for denied redemption of points. Then I discovered my account was locked without any explanation and unable to reactivate or change password to be able to access account. I have now come to discover after reading am at reviews on ******* *** ***** site that Toluna has done this to many participants in recent months-last year. I used Toluna over a decade ago without any issues but this time around I have discovered this is truly a scam and you need to be aware.
Business Response
Date: 12/06/2024
Dear *********,
At Toluna, we are committed to maintaining the integrity of our community and ensuring a positive experience for all members. During our routine panel quality checks, we identified certain discrepancies with your account and survey activity that may affect our quality standards.
Specifically, our system flagged activities that appear to contradict the information provided in your member profile or may not align with our Terms of Service. To address this, we reached out to you via ticket #******* requesting confirmation of your personal information. Unfortunately, we have not yet received a response.
We kindly ask you to review this matter and provide the necessary details at your earliest convenience.
Your prompt response will help us resolve the issue and maintain your account status.
We look forward to hearing from you soon.
Kind regards,
The Toluna Team
Initial Complaint
Date:11/22/2024
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 joined Toluna and after a couple weeks i amassed over 85k in points. When I tried to cash them in for an ****** gift card I was told they clouldn't complete the offer and refunded my points. Tried it again, same result. I cintacted them and they told me to log in and try again. Suddenly, unable to log in. Then they tell me I'm suspended for some reason they never really articulate. I would like my points back and turned in for the ****** gift card.
Business Response
Date: 11/27/2024
Hello *******,
Following up on ticket #*******, we want to confirm that your account was suspended in accordance with our Site Terms of Service due to quality-related concerns.
This suspension is final, meaning that any points in your account have been fofeited.Due to the nature of the flags on your account, we are unable to allow further participation on our site.
We regret that this is the outcome and wish you all the best moving forward.
Kind regards,
The Toluna Team
Customer Answer
Date: 11/27/2024

Complaint: ********

I am rejecting this response because:
You have offered zero proof of any wrongdoing on my part. It was fine and dandy while I was doing surveys but when I tried to cash in I was tossed without any reason why. And thaat has not changede, zero reason why.

Sincerely,

******* ******
Business Response
Date: 11/29/2024
Dear *******,

Following a thorough review of your account, we have identified several violations of our Site Terms of Use and Membership, which include:

1.    Suspicion of multiple accounts: Our system has detected patterns indicating the use of more than one Toluna account, which is strictly forbidden under our policies.
2.    Survey activity concerns: Your participation in surveys has been flagged by our clients due to quality concerns, resulting in the termination of your survey responses.
3.    Code of Conduct violation: The language used in your communication with our customer service team, specifically referring to us with, **** *********** *** **** ** ****** is a clear violation of our Code of Conduct. Our Terms explicitly prohibit communication that is obscene, vulgar, insulting, or abusive.

Given these multiple breaches, your account suspension will remain final. This decision is in full accordance with our Site Terms, and we will not engage in further correspondence regarding this matter.
We appreciate your understanding.

Best regards,
The Toluna Team
Initial Complaint
Date:11/18/2024
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 made ****** orders after reaching the minimum threshold and as per guideline, they are supposed to deliver the rewards within 1-3 weeks, unfortunately, my two orders dated October 9 and 13, respectively, have been processing for a month, with the former being 5 WEEKS since order creation. Again, FIVE WEEKS. I want to know if the company no longer pays or Toluna just don't want to pay. Thank you. Hoping for your clarification on this matter.
Business Response
Date: 12/04/2024
Dear ****,
Please accept our sincerest apologies for the delay in processing your ****** payments.
We completely understand how important it is for you to receive your rewards on time, and we deeply regret not meeting our usual delivery timeframe of three weeks in this instance.
After reviewing your account, we’re pleased to confirm that both ****** payments in question were successfully processed and delivered to you on November 18, 2024. If you need any further clarification or assistance, please do not hesitate to contact us!
Thank you for your patience and for being a valued member of the Toluna community.
Kind regards,
The Toluna Team
Initial Complaint
Date:11/11/2024
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 joined Toluna several months ago. After accumulating a lot of points from taking surveys I tried to cash out last week for two $15 gift cards. Within about 24 hours I received an email stating that the order had been canceled and my points credited back to my account, with no explanation why. So I tried to cash out again, thinking it was a glitch. The same thing happened again. So I emailed them and was told that the payment requests were cancelled during a review process performed by their incentive team, but they couldn’t share the details of that decision. I then went to log in to my account and, when I couldn’t log in or reset my password, realized that my account had been suspended/closed. I had accumulated over 90,000 points after spending hours and hours taking surveys for months only for this company to close my account with no explanation. I regularly take surveys with multiple other companies and I have never had this issue. I answer all questions honestly and appropriately so this should not have happened.
Business Response
Date: 11/14/2024
Hello ********,
We suspended your account for a quality review, as noted in ticket #*******.
After careful consideration, we've decided to reinstate your account, and you now have full access.
Kind regards,
The Toluna Team
Customer Answer
Date: 11/14/2024

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.

Sincerely,

******** ******
Initial Complaint
Date:11/05/2024
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.
As we all now time is money and money is time. In this case Toluna promised in black and white compensation for my time reading and completing surveys and filling out questionnaires to match me with ones that targeted my demographic. I completed easily over 40-50 surveys which was over 25-30 hrs of my time which I can't get back and could've invested elsewhere. Well I was truthful about each and every single answer and made sure to diligently read and double check each question so I can provide the best answer for these companies which I'm sure paid a premium to use the services of Toluna. I have no reason to lie or be deceitful, especially over a survey that is literally paying me in points that in turn are transferred to gift cards and the monetary value is .10-.20 cents in change. There's no value or advantage to me lying to complete these surveys, everyone knows that if your responses don't match those of your profile, you won't get any surveys to complete. So after some time I finally reached a 30000 point milestone and redeemed a $10 ****** gift card and waited and waited and no email or information was ever forwarded or relayed my way. I tried logging in and no password reset came to my inbox. I contacted the customer support team and they sent me an email stating I was fraudulent in my responses, my fingerprint authentication was invalid, my IP address was unstable and flagged for fraud and many other untrue and made up excuses. I'm a disabled veteran and did 3 tours in *********** *** **** and I'm an honorable person and I'm not stating this because that makes me more or less honest than the next person but I am honorable and I have integrity and when I say I'm going to do something, that's my word and I'm bonded to it. I won't come up with some excuse to not follow through with a promise I said I would do, especially if you have invested your time,and attention. Read the reviews Toluna does this systematically as soon as someone redeems, this is fraud.
Business Response
Date: 11/08/2024
Hello *****,
Following up on ticket #*******, we want to confirm that your account was suspended in accordance with our Site Terms of Service due to quality-related concerns.
This suspension is final, meaning that any pending reward requests associated with your account have been cancelled and will not be processed. Due to the nature of the flags on your account, we are unable to allow further participation on our site.
We regret that this is the outcome and wish you all the best moving forward.
Kind regards,
The Toluna Team
Initial Complaint
Date:10/07/2024
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 Sept 2 I earned $25 that was to be deposited to my ******. I emailed several times and get emails back that it will be resolved but yet no resolution
Business Response
Date: 10/10/2024
Hello ******,
We sincerely apologize for the delay in processing your reward request.
As previously explained by our Customer Support team, we encountered some processing delays last month. However, we are pleased to inform you that both of your reward requests have now been successfully processed.
Kind regards,
The Toluna Team
Customer Answer
Date: 10/11/2024

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.

Sincerely,

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

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Toluna USA is BBB Accredited.