Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/24/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was recruited to participate in a two part focus group that involves a shopping trip, and then a 60 min online focus group 4 days later. The shopping trip portion was very unorganized and misguided, but I completed it with no help from my recruiter. For the second part. which was the online study, I took a half-day off work so that I could attend and at the last minute they decided to change the time offering an extra $25 to attend. In order for me to participate at the new time I had to pick my kids up early from school. I was asked to logon 15 minutes early and I logged on about 25 minutes early. I was never told when the link would come or who it would come from and used the only link I had. I waited in a room just to find out that it was the incorrect link that was sent. I then called the only two numbers I had for help which were my recruiters number as well as the IT help number. I also emailed and texted both of these people with no answer. My recruiter did not get back to me until after 4pm (which was when the group started). She didn't know anything about who or when the link wld come from and told me to check for an email from the IT tech check address. There was nothing from that email. She said she'd see what she could find out and call me back if she could get ahold of the client. I waited online in the wrong group room for an hour with no response from her. I then asked later onif I'd be compensated and was told no. After taking a half day from work, rearranging my schedule to make the new group time, logging on early (as asked) and doing everything in my power to attend this focus group, I should be compensated. To ask people to log in at 3:45, but not send the link until 4pm without letting anyone know and the fact that my recruiter had no idea who or when the link was coming from, shows how unorganized and how poorly this group was put together. I can't afford to take off work and then also not be paid for something that was no fault of my own.Business response
01/03/2022
************** was unable to locate the study details sent to her at the time she needed them. Unfortunately, she notified us of this fact when it was too late to assist her. ************** claims she didn't receive the link to the study and that it came from a random email address. Our project manager later confirmed with our client contact at the platform that it did indeed come from the address we mention in the confirmation email we sent to **************. We cannot charge our client for a participant who did not participate in a study because she was a "no show". The responsibility is on the recruit to show up and be on time once qualified and informed of the details to participate.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.