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:10/07/2024

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

• Initial Complaint

  Date:09/18/2024

  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 completed an hour long remesh session regarding Health and Wellness Advertising for ********** on 9/10/2024, which was to pay out $35 in the form of an ****** gift card and I have yet to receive it. When I contacted ********** about when we would receive our "reward", they did not respond. I tried to report ********** but received a response that the company appears to no longer exist, so I am going through Toluna who is the credited parent company of ********** - I do not consent for this fraudulent company to have my data without paying for it and will report to ** ******** ******* and file an Internet Crimes Complaint with the *** if I am not compensated for the data I provided.

  Business Response

  Date: 09/27/2024

  Hello ******,

  Thank you so much for your patience while we reviewed the matter on our end.

  Although you don't have a Toluna account, we were able to confirm your participation in the ******** ******** study conducted on September 10 through *********.
  As promised during the session, there’s no need for concern regarding your incentive. It is on its way and will be delivered within 4-5 weeks. For your reference, here’s an excerpt from the session’s conclusion, which we're including again for clarity:
  "Thank you. We have come to the end of the session. It has been very interesting to see your opinions on these ads. We hope you enjoyed the experience and really appreciate your participation. You will receive the agreed upon incentive. Please allow up to four-five weeks for delivery. Thank you and have a nice day!"

  
  Once again, thank you for your valuable participation.
  Kind regards,
  The Toluna Team

  Customer Answer

  Date: 09/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The email I received said payment would go out within two weeks of completion of the study - it has been over that time and I have still yet to receive my "reward", but the business has my data, which I only provided with the expectation I'd be paid for it, and for no other reason.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 10/03/2024

  Hello ******,

  Upon checking internally, we can confirm that the rewards for all respondents who completed this study were issued yesterday.
  You should have received your reward by now. If you haven't, please don't hesitate to reach out, and we will investigate the matter promptly.
  

  Kind regards,
  The Toluna Team
  

  Customer Answer

  Date: 10/03/2024

  
  
  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:06/24/2024

  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 been using Toluna for a long while now, I’ve cashed out with them numerous times and I’ve never had a problem with this platform, until now. I redeemed $10 about a week ago and recently I’ve received an email stating that “my gift has been cancelled” i cannot login to my account, this is infuriating. I do not lie on my surveys and I try not to rush too fast, and I’m definitely not a bot. My account was removed because this system is shoddy and they will remove anyone at any RANDOM moment. I want my money that I rightfully deserve, I spent days working towards 10 dollars and I will see that I receive that money into my account. I will pester this company for years if I have to get what I am owed, this is outrageous.

  Business Response

  Date: 06/26/2024

  Dear ******,
  
  As explained in ticket #*******, your Toluna membership has
  been suspended after a quality check review of your activity over the past 12
  months. This decision is not random but justified. Our Data Quality team found
  25 flags in your survey responses: rejected for poor quality in 2 surveys,
  speeding through 5 surveys, and fraudulent attempts in 18 surveys.
  
  These actions violate our Code of Conduct, which requires
  members to provide truthful and considered responses. As a result, your account
  was closed and your remaining earnings
  were forfeited, as per the Site Terms you agreed to.
  
  We regret this outcome and wish you all the best!
  Kind regards,
  The Toluna Team

  Customer Answer

  Date: 06/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  this company is a fraud.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 06/27/2024

  Hello ******,
  
  We are sorry you feel this way.
  The suspension of your account was based on sound reasons,
  as we have previously explained in detail.
  
  This is our final response and we have nothing else to add.
  
  Kind regards,
  The Toluna Team

  Customer Answer

  Date: 06/27/2024

  
  
  Complaint: ********
  
  
  
  Go jump with a noose, ******* *******. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:06/07/2024

  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 was scammed by Toluna Influencers. I waited for more than 3 weeks for my $20 ****** redemption and today they sent me an email saying that they can’t redeem my ****** redemption and that the points have been credited back to my account. I think that they closed my account because when I tried to login I couldn’t login at all. I did the forgot password option and I still haven’t gotten an email which means that they closed my account. They are a scam survey site.

  Business Response

  Date: 06/20/2024

  Hello ********, 

  Your account was suspended for failing the quality checks. We have detailed all the reasons in ticket #*******.

  As we believe in second chances we have re-opened your account on a probationary basis, under the conditions that you ensure your personal information is correct and up to date and that you will take all surveys in good faith and pay the needed attention going forward.

  Kind regards,

  The Toluna Team
  

• Initial Complaint

  Date:03/26/2024

  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 spent a long time earning 30,000 points, in good faith, per their terms, always answering honestly to their survey questions. I tried to cash out and then received an email that they were unable to process the gift card reward, and the points were put back on my account. I just figured they had some sort of glitch so I logged in and cashed out again. Later I got another email that they couldn't process my reward. I went to log in, and couldn't log in. I thought something happened to my password, so I submitted to reset my password. I never received the email to reset my password. I emailed their customer service, and received a response that they booted me from the platform for quality control issues. I was dismissed as shown in the emails, in a way that they wouldn't have to pay me for the rewards I earned, and told not to contact them as they considered the case closed. This doesn't allow me to be in touch with their privacy officer, or to make a complaint.
  
  If there was a problem with me as a panelist, it should have been made known to me, and I should not have been allowed to spend many hours of my valuable time, thinking I was going to be rewarded. It was a $25 gift card that they owe me.
  
  Their website has terms, FAQ's, etc. that explain their practices and when I read through there is nothing I have done to infringe on their terms or conditions. If it is truly just up to their discretion, and they cannot provide something to show me how they came up with that determination, then I would like a formal acknowledgment that none of my survey taking data will be provided to their clients or used. If I'm not getting my part of the deal, the points/reward, then I don't want them using my responses or sharing it with their clients, in any shape or form (including anonymized/aggregated/de-identified).

  Business Response

  Date: 03/28/2024

  Dear *******,
  
  We hope this message finds you well.
  
  First and foremost, we want to express our sincere regret for the inconveniences you've experienced during this process.
  
  Maintaining the highest level of quality is paramount to us, and our teams perform regular panel checks to identify any potential issues that could impact the integrity of our panel.
  Decisions regarding account suspensions align with our Site's Terms & Conditions, and are executed based on the outcomes of these routine checks.
  
  Your panelist rights were suspended and your account was closed on March 18th due to the results of a similar panel check. The specifics of this matter were communicated to you in detail through support case #*******. After conducting a comprehensive manual review, we made the decision to reinstate your account. You've been regranted full access to your account, including your earnings, allowing you to resume participating in surveys and making new reward requests.
  
  Should you encounter any challenges, questions, or concerns along the way, our support team is more than happy to assist you. Don't hesitate to get in touch!
  
  Warm regards,
  Toluna Team

  Customer Answer

  Date: 04/01/2024

  
  
  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:02/05/2024

  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.

  After weeks of doing surveys for ********. I finally had enough to cash out. Like most reviews warned. As soon as you cash out with toluna they instantly ban your account. When inquiring why they say you’ve broke a term and condition. No evidence to back it up when requested. This is a true scam run by Toluna the con artist. They make money off scamming people and their work.

  Business Response

  Date: 02/14/2024

  Hello ******,
  
  We deeply regret any dissatisfaction you may have encountered
  while utilizing Toluna, and we apologize if it conveyed the impression of
  unfair practices towards our members. Please be assured that fairness remains a
  fundamental value for us.
  
  It is important to highlight that we conduct rigorous quality
  checks, and accounts may be temporarily suspended when our systems identify
  activity that could potentially compromise the integrity of our processes.
  Consequently, your account underwent a temporary suspension to facilitate a
  thorough analysis of your account data. We appreciate your understanding of
  this aspect of our platform. Our support team has explained the reasons and details
  of your account suspension and already provided a resolution in ticket #*******.
  
  If you have
  further questions or concerns, please feel free to contact our support team.
  
  Kind regards,
  The Toluna Team

• Initial Complaint

  Date:01/08/2024

  Type:Billing 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.

  This company is running a complete and total scam. I created an account with them and was doing paid surveys for about a month, was really excited about all the bonuses I was receiving. I collected 35000 points to be able to cash out $10 to my ******. Did it 3 times in the row, but zero money came in, so I sent an email to the customer service, and received some bogus explanation it takes 1-2 weeks to receive ****** payments. So I kept doing surveys, cashed out another $10. Still nothing. I sent another email, and again same bs explanation it takes 1-3 weeks. Complained again, so instead of honouring those $40 they owe me, they locked me out of my account saying I violated their rules and regulations.

  Business Response

  Date: 01/11/2024

  Hello ******,
  
  We would like to apologies for any inconvenience caused
  and reassure you we don’t engage in any derogatory practices like withholding members'
  payments or suspending their accounts without valid reasons.
  
  Our
  commitment is twofold: to offer the best and most rewarding experience to our
  Toluna Influencers and to provide high-quality data to our clients who rely on
  authentic consumer feedback for their critical business decisions. To maintain
  this high standard, we regularly conduct quality assessments of our members
  across the globe to ensure the quality, authenticity, and security of our
  panel.
  
  During a
  recent quality assessment, your account was flagged as suspicious, leading to
  the suspension of your panelist rights and survey access.
  Several
  of your survey responses did not align with our Code of Conduct. This code
  explicitly states that surveys should be taken in good faith, meaning providing
  truthful answers and not rushing through surveys or answering questions
  identically. Toluna retains the right to withhold Points if we reasonably
  believe that survey responses lack truthfulness or consideration.
  
  As we believe in second chances, following an in depth
  manual review of your overall activity we have decided to reopen your account
  on probation.
  
  You now have full access to our activities, may login at
  any time and request additional payments. Please know that your ****** requests
  have been declined as a result of this situation in the meantime, and the
  points have been returned to the account.
  
  Going forward we kindly recommend that you avoid aborting
  survey participation and continue to take your time to attentively read and
  provide careful and thoughtful responses to each question to ensure no similar
  flags are raised in the future.
  
  Our support team remains available whenever you have
  questions or concerns and they are always more than happy to help, so don't
  hesitate to get in touch!
  
  We hope you are satisfied with the resolution and continue to take part in
  surveys in good faith.

  Kind
  regards,
  The
  Toluna Team

  Customer Answer

  Date: 01/11/2024

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

• Initial Complaint

  Date:12/04/2023

  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.

  Twice in the past week and a half I have tried to redeem my points for a $30 ****** reward. Twice I have been denied and since Tuesday, 11/28 I have been unable to access my account to try and redeem for a different reward or take additional surveys. Each time I try to login it says "Error:Authentication failed. Please try again." Sometimes it even tells me my login info is incorrect which I know it is not. I have reached out to them twice for assistance on why my account is locked but have not received a response. It seems from doing some research online, that many other people have this issue when they try to redeem their points for a reward. Very disappointing considering the amount of time I have spent doing their surveys.

  Business Response

  Date: 12/19/2023

  Dear *********,
  
  We sincerely apologize for the difficulties you experienced.
  Our support team diligently addressed your concerns outlined in ticket
  #*******. They thoroughly explained the reasons behind the situation and
  offered a resolution. We trust that the provided solution meets your
  satisfaction. Should you have any further inquiries, please feel free to reach
  out to us. Our dedicated support team is ready and happy to assist with any
  questions you may have.
  
  Kind regards,
  The Toluna Team

• Initial Complaint

  Date:11/15/2023

  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.

  Toluna is the only survey site that does this. For a while the site was giving a lot of error messages after completing a survey and not once have I been compensated and I’ve let it go. I'm always blown off, even after I've provided a screenshot showing the error and even after I provide a survey number they find some way to blame the respondent for doing something wrong.
  
  Now there are 2 high point surveys that I haven't been compensated for, the first one was for 12,000 points Sept. 1! The other was done on 10/8 and I believe it was 6,000. There is no excuse for not paying someone for 2 months. It is unethical and most likely illegal. I will reach out to ******** *****, the parent group to ******* and Toluna to see if they are mandating this behavior and then I report to the ******** ******* and the ******* ***** **********. I've tried to resolve this through communication multiple times and the last one came back undelieverable. I'm not the kind of person that backs down when it comes to fairness and this will be no exception.

  Business Response

  Date: 11/21/2023

  Dear *****,
  
  We apologize for any inconvenience you experienced on
  Toluna.com, and we want to assure you that enhancing our users' experience is
  our top priority.
  Like any digital platform, occasional errors may occur, but
  refreshing your browser and clearing cache and cookies often resolves the issues.
  
  We appreciate your feedback on the two incidents you
  highlighted, and we've already compensated you for them:
  
  On July 28: *******-US, 3000 points compensation, related to Ticket
  #******* (technical errors)
  On August 16: *******-US, 3000 points compensation, related
  to Ticket #******* (qotafull message delay)
  
  Regarding the other two surveys you mentioned, where you
  qualified, please note that the timing of points crediting varies.
  For some surveys, points are credited very quickly or within
  a few days, while for others you will receive the points only after the survey
  has closed. You can expect to wait a maximum of six weeks for points to be
  credited to your account from when a survey closes, though we try to limit this
  as much as possible.
  
  Survey *******-US-1, completed on September 1, is currently
  on hold and is scheduled to close on November 18. Points will be credited
  within six weeks from this date, as mentioned in our FAQs.
  Survey *******-US, completed on October 8, has already been
  closed, and you can verify the credited points in the Points section of your
  account.
  
  If you have further questions or need assistance, feel free
  to reach out to our support team. They are here to help and clarify any
  concerns you may have.
  
  Best regards,
  The Toluna Team

  Customer Answer

  Date: 11/29/2023

  This has not yet been resolved. I've gotten a response as if there will be action taken but there has been nothing accomplished. 

  Customer Answer

  Date: 11/29/2023

  Please disregard my last message.  It appears to have been credited. 

• Initial Complaint

  Date:10/20/2023

  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.

  I've been taking surveys with Toluna for a month and earned enough points to redeem for a GC valuing >$30. Unfortunately I didn't redeem any points yet & when I tried logging into my account 2 days ago, I started receiving user authentication errors. Long story short, I found out from Toluna that my account was suspended for the following reasons:
  
  Kindly note that Toluna is always vigilant in maintaining our community’s integrity. Unfortunately, during our regular quality reviews we’ve noticed issues with your account and survey activity that could negatively impact the integrity of our processes. Our system has detected that you were performing an activity that contradicts information provided in your member profile or is not in line with our Terms. As such, the panelist rights for this account have been suspended from our site and your earnings have been forfeited due to the violation of our Terms and Conditions.
  
  I am deeply concerned by this response. After reviewing the T&C, I don't see any behavior that I violated. I find the timing of my account suspension suspicious given the amount of points I earned & am kindly asking Toluna to look into my account activity more in depth. The only "violation" I can think of is perhaps answering questions repeatedly which is because I am following the rules by providing consistent responses to repeated questions. Also, I have tried to update my profile information on the Toluna website, and every single time I've received an error on the website and have been unable to save those changes. I don't see any of these events as a violation on my part. If I can't continue taking surveys with Toluna, I respectively request that they at least allow me to redeem the points I earned. I spent a lot of time answering the surveys honestly & providing detailed responses & feel as though I deserve the rewards associated to that time and effort. Thank you!

  Business Response

  Date: 11/02/2023

  Hello *****,
  
  As our support team explained in ticket #*******, your
  account underwent an unfortunate flagging during one of our routine quality
  assessments. Subsequently, on October 17th, your account was suspended by our
  Data Quality team.
  
  To maintain the high standards of data quality and ensure
  we receive accurate information from all our influencers, our Data Quality team
  conducts numerous regular checks to verify various data quality aspects and
  detect potential irregular behavior. These checks encompass a wide range of
  criteria, such as registration verification, survey access location, proxy
  usage, device validation, digital fingerprinting, survey participation
  activity, and various other data points. Additionally, we implement quality
  checks at the questionnaire level for every survey we offer.
  
  As we firmly believe in second chances, we've decided to
  reinstate your panelist privileges on a trial basis. To avoid encountering
  similar inconveniences in the future, please take your time to provide
  thoughtful and careful responses to each question in upcoming studies. We also
  recommend using ****** ****** when participating in our surveys.
  
  You have now full access again to your account and the
  141,140 points balance. Upon logging in, please ensure that your profile information
  is accurate and up to date. If you encounter any persisting errors, kindly
  forward the screenshots that display both the error message and the section
  you're attempting to update to our support team and they will be able to assist
  you.
  
  We hope you are satisfied with this resolution.
  Kind regards,
  The Toluna Team