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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

    • 1,169 total complaints in the last 3 years.
    • 470 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:03/31/2025

      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.
      My name's *** ********. I participated in a "health study," ************, on the 31st of January, which lasted for 3 days to be incentivized $50 and also participated in the second part on the 6th of February to be incentivized $150, which was $200 altogether, and got sent the incentive to my focus group wallet to be paid out in 20 business days from the 18th of February. Didn't receive any payment since the 18th of February till now, which is the 31st of March, and they claimed it would take approximately 20 business days to get whatever incentive you chose to receive. I also participated in a current events study, ************, to be paid $200, which I didn't get as well. I see no point in participating in studies that take nearly 2 months to pay out. It is very appalling that you get tons of calls and emails BEFORE the study and then get your payment/incentive withheld AFTER participating. Something needs to be done about this. I've also had friends complain about this and some have even left their incentives with the company as they got tired of complaining and calling customer support,

      Business Response

      Date: 04/02/2025

      According to our records , your redemption requests are reflecting as processed and claimed . Should you have any inquiries ,please do not hesitate to reach out to our support team at ********************

      Customer Answer

      Date: 04/02/2025

      [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:03/28/2025

      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 3 studies, and one was well over a month almost 2 months with no payment. request id ******** ******** ******* is the reference #on the Sago website.

      Business Response

      Date: 04/02/2025

      Our records indicate you have recently been in contact with a member of our support team. Your redemption requests have been processed and the mandatory address verifications completed. Please allow an additional 7 -10 business days for the cards to arrive via regular mail. The cards will be sent from “Reward Center”, so kindly keep an eye out for it. Should you have any inquiries, please do not hesitate to reach out to our support team at ********************

      Customer Answer

      Date: 04/03/2025

      [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:03/21/2025

      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.
      So I completed a focus group last month also did some pre homework too. I was to be paid 160.00 total for doing both of these assignments. Which I did complete. So the email states that one ahold recieve or expect payment in 21 days. It doesn't say anything about the exclusion of week ends or holidays. So I'm assuming not. But my 21 days was up as of yesterday and still no payment nor a reply. I just want to get paid my 160.00. I hope this letter helps that happen. Sincerely, ***** ****** 03/21/2025

      Business Response

      Date: 03/24/2025

      Our records show you were incentivized, and you have placed a redemption request on March 1st which is being processed as per the agreed processing timelines of 20 business days and is currently on 16th business day. If you do not receive it within the timeframe, please reach out to our support team for assistance at *******************.

    • Initial Complaint

      Date:03/21/2025

      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.
      SAGO is running and unethical and uncredible organization. They have mastered the art of manipulation and bait and switch. With respect to payments on completed studies, they will say one thing and do another. I have completed multiple studies for SAGO and each and every time I am forced to call into "customer service" to request my payment. They say they will pay you within 20 business days (it is now 4-6 weeks) but they NEVER abide by those timeframes. You ALWAYS have to call in to force them to pay. They will change the rules midstream and you have no recourse. Communication with them is non-existent. The only method of communication is to send them an email to *******************, but the only thing you ever get from them are the same canned message every time. There is never any real communication, just the same repeated message with zero information. If you do call in, you can never reach an actual office only an offshore call center where they read the same script for every question. No support, just scripted answers that do not mean anything. If you ask them something that is not on their script, they will just answer with something that does not even come close to the question asked. My biggest question is why does it take 4-6 weeks to "process" something that is automated. We all know that once the researcher has marked the study complete, it set off an automated process in the SAGO system. There is not an office building full of people who need to manually review a piece of paper that is routed through the office. Every piece of this process is automated. Anyone who participates is studies with other companies understands this because every other research company can pay in minutes or hours versus weeks. It makes no sense why SAGO takes 4-6 weeks to pay. My thoughts are they take the money from their clients and hold that money to gain as much interest on the money before they payout. It makes no sense at all. DO NOT USE SAGO!!

      Business Response

      Date: 03/21/2025

      Our records show you were incentivized, and you have placed 2 redemption requests on March 9th 2025 which are being processed as per the agreed processing timelines shared on your confirmation letter of 20 business days. The new timelines of 4-6 weeks processing timelines will apply for any new studies participated in. If you do not receive it within the 20 business days timeframe, please reach out to our support team for assistance at *******************.

    • Initial Complaint

      Date:03/18/2025

      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.
      I have been waiting for my $240.00 redemption since 1/29/25. I have attempted to get in contact with a representatives and have sent emails more than once to be met with no replies. It has been more than 1 1/2 months since then I still no update. This is really disappointing. I dont believe I will be continue with this company proceeding forward.

      Business Response

      Date: 03/18/2025

      According to our records, your redemption request is reflecting as processed and claimed.Should you have any inquiries, please do not hesitate to reach out to our support team at **************************************************

    • Initial Complaint

      Date:03/18/2025

      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 participated in a study for SAGO in which the amount of $50.00 was added to my online wallet with their company. I redeemed that amount for a physical gift card which they state will be processed within 20 business days and then mailed to anyone who redeems one which of course takes additional time. I sent an email to them yesterday since today is the 20th business day, received a response that the individual reached out “to the concerned team” to have the redemption processed “as soon as possible.” I’ve waited the 20 business days which is more than enough time to process a gift card and would like the gift card processed and mailed to me. NEVER do they process or send gift cards redeemed before the 20 business days - it’s always extra time and effort to try getting what’s owed from them sent to participants. I know from other complaints and reviews this happens to SO many people as everyone can read them. This company has gotten so bad that I finally stopped answering surveys they send me because I know the frustration it takes trying to get them to send what I’m owed for doing them. I’d just like the gift card sent to me as they should have already done.

      Business Response

      Date: 03/21/2025

      Our records indicate you have recently been in contact with a member of our support team. Your redemption request has been processed and the mandatory address verification completed on March 18th, 2025. Please allow an additional 7 -10 business days for the card to arrive via regular mail. The card will be sent from “Reward Center”, so kindly keep an eye out for it. Should you have any inquiries, please do not hesitate to reach out to our support team a* *******************.

      Customer Answer

      Date: 03/24/2025

      [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.

      However, it would be nice to not have to contact the business on or just prior to the 20th business day for them to process redemption requests. Participants fulfill their obligation in completing studies for the business so it’d be nice for SAGO to fulfill their obligations too without asking them for it to be done. 

      Regards,
      ******* ***** 

    • Initial Complaint

      Date:03/14/2025

      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.
      I did a focus group with this company on 02/04/25 on the topic of electronics. I successfully completed the group my incentive was 250$.I made two redemptions on 02/10/25 & 2/12/25 for gift cards and I was emailed saying it would take up to 20 buisness days after redemption to be awarded I reached out to sago 03/13/25 inquiring about my payment which is well Over the 20 business day ***** period and have failed to receive a solution or payment This is the 3rd time I have issues with extreme delays on payments .

      Business Response

      Date: 03/14/2025

      According to our records, your redemption is showing as processed. Please review the email from  *****************************************************. Once your redemption has been activated or claimed it is ready for use. Should you have any inquiries, please do not hesitate to reach out to our support team at **************************************************

      Customer Answer

      Date: 03/17/2025


      Complaint: 23066005

      I am rejecting this response because:
      My payment was not sent in the ******************************************************************* and the company. 


      Regards,

      ********

      Business Response

      Date: 03/18/2025

      Regrettably, due to circumstances beyond our control, we are currently facing slight delays in the incentive processing workflow and we appreciate your patience and understanding during this challenging time. Should you have any inquiries, please do not hesitate to reach out to our support team at *********************************************************************************************.

      Customer Answer

      Date: 03/19/2025


      Complaint: 23066005

      I am rejecting this response because:
      This is a reoccurring problem , not just a one time incident . 


      Regards,

      ********

      Business Response

      Date: 03/21/2025

      Kindly reach out to our support team directly at ************************************************* if you require any assistance. There are currently no open or pending requests from your end and all rewards have been successfully claimed.

    • Initial Complaint

      Date:03/12/2025

      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.
      The business committed to providing me a $225 incentive 2-4 business days after the Tech Study participation. I participated on Wednesday, March 5th. They tried emailing me about rescheduling for that day (claiming that I wasnt there), saying that I couldnt receive compensation unless I participated (even though I already did), I sent multiple emails and they have yet to respond to the ones where I directly mention the lack of compensation. I feel scammed and they made me sign a contract in agreement to the study, but theyre breaking the contract themselves by not paying me. I feel scammed.

      Business Response

      Date: 03/19/2025

      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:03/12/2025

      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.
      I am writing to express my concern regarding an unpaid focus group I participated in, which took place on January 24, 2025. Before the session, I was informed that I would receive a payment of $150.00. I was instructed to contact Sago online in two weeks to request this payment. Following the instructions provided, I reached out to request the payment. However, despite being told I would receive the payment within two weeks, I have yet to receive anything. I attempted to call the phone number provided, but no one answered, and I was directed to email for assistance. Unfortunately, I have not received any response to my email either. This situation is very disappointing, as I showed up on time and in good faith, expecting to be compensated as promised. I believe I may be dealing with a fraudulent situation and would appreciate immediate attention to resolve this matter.

      Business Response

      Date: 03/14/2025

      According to our records, your redemption request was processed below the agreed 20 business days timelines and is pending mandatory address verification from your end. After confirmation of your address, please allow an additional 7 -10 business days for the card to arrive via regular mail. The card will be sent from “Reward Center”, so kindly keep an eye out for it. Should you have any inquiries, please do not hesitate to reach out to our support team at ******************** Should you have any inquiries, please do not hesitate to reach out to our support team at ********************

    • Initial Complaint

      Date:03/11/2025

      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.
      On February 7th 2025, I requested a reward redemption worth $250 in the form of virtual visa gift card (Request ID *******) Sago said the redemption will be fulfilled in 20 business days. It has been more than 20 business days and I have not received the reward. I emailed them to inquire about the status of the redemption but they did not reply. I would like to have my redemption fulfilled asap.

      Business Response

      Date: 03/14/2025

      According to our records, your redemption request is reflecting as processed and claimed. Should you have any inquiries, please do not hesitate to reach out to our support team at ********************

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