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:08/08/2025

  Type:Customer Service 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.

  Toluna account details
  
  Email id:- *******************
  Name:-******* ****
  DOB:-********
  City:-*******
  
  On August 1 2025 i make a redemption request of just 200 rs ****** gift card then just in 2 days I recieved a notification that your request cancelled.then on the same day 4 August 2025 I again redeem with the same points but now it's still in processing stage .I talked to your customer agent she tell me our incentive team while releasing your funds have some issues then she said your profile must be up to date I checked numerous times my profile have nothing to change. Even I have wrote the details of my toluna account here on the top you can check it's what is written in my toluna account .their is no issue with my account I even change my password successfully changed nothing going wrong please help me even I don't want to complaint for this small amount .

  Customer Answer

  Date: 08/08/2025

  My account is fine but after rejection of my first request i created again a new request of redemption its in processing but not received 

  Customer Answer

  Date: 08/08/2025

  Company even check my profile i provide information what i entered in profile even i write on the complaint my profile details

  Business Response

  Date: 08/14/2025

  Hello
  *******,
  
  Thank you
  for reaching out and for sharing the details of your concern. We understand how
  frustrating it can be when a redemption doesn’t go through as quickly as
  expected, and we truly appreciate your patience while this is being resolved.
  
  We’ve
  reviewed your account, and we can confirm that everything appears to be in
  order. As long as your profile information is accurate and up to date, you
  should have no issues with future redemptions.
  Please note
  that while rewards requests are usually processed within a few business days, sometimes it may take up to 3 weeks to process, depending on
  the volume of requests our incentive team is handling at the time. Rest
  assured, you’ll receive an email from [email protected] as soon as your reward is sent, and a confirmation will also appear in your
  Toluna account.
  
  We truly
  value your participation and patience, and we’re confident your reward will be
  on its way soon.
  In the
  meantime, if you have any other questions or need further assistance, please
  don’t hesitate to reach out, our support team is always there to help.
  
  Kind
  regards,
  The Toluna
  Team

  Customer Answer

  Date: 08/14/2025

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

   

  So why my reward request declined that's  what I want to know.i have conversations with your customer executive but I don't get the answer why my reward request declined first

  Business Response

  Date: 08/20/2025

  Dear *******,
  As mentioned in ticket #*******, your initial request was unfortunately cancelled due to a technical issue. The points have since been returned to your account, and we can see that you’ve already placed a new reward request, which is currently being processed.
  We kindly ask for your patience, and please rest assured that you will be notified as soon as your reward has been sent. We truly appreciate your understanding and continued trust.
  Kind regards,
  The Toluna Team

  Customer Answer

  Date: 08/21/2025

  
  
  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.

   

  I got my reward yesterday and I always trust toluna and also to all my answers which I provide 
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:08/06/2025

  Type:Customer Service 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.

  Unfortunately this is my second complaint towards Toluna. I have accumulated 50,000 points and I requested my reward of 15$ to ****** yesterday. After a few hours I received an email that my reward we not be processed and the points were sent back to my account. No explanation, no reason, they just refused to process my withdrawal. I genuinely don't understand why a survey app/website gives its users such a hard time to withdraw, this is the hardest survey website to withdraw from because they are refusing to allow me to withdraw. I request from Toluna to allow me to withdraw my reward.

  Business Response

  Date: 08/14/2025

  Hello ******,
  Thank you for reaching out and sharing the details of your concern. We understand how disappointing it can be when a redemption doesn’t process as expected, and we sincerely apologize for the inconvenience.
  As noted in ticket #*******, the points for your declined reward on August 5th were returned to your account the same day. We also see that you successfully placed another redemption request on August 6th, which was sent and claimed on August 13th.
  If you ever have questions or need assistance in the future, please don’t hesitate to contact us — our support team is always happy to help.
  Kind regards,
  The Toluna Team

  Customer Answer

  Date: 08/14/2025

  
  
  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:07/31/2025

  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.

  Company: Toluna USA Inc. / Toluna Influencers
  Location: ******* *********** (if applicable)
  Issue: Unfair account suspension and confiscation of user rewards without specific evidence or explanation.
  
  Complaint Details:
  My account was suddenly suspended, and all points (rewards) were confiscated. The company cited vague claims of “inconsistencies” but provided no details, screenshots, or evidence. I have repeatedly contacted their support, stating that I followed all rules, did not use VPNs, and only answered surveys personally.
  
  They refuse to review the decision or restore access. I consider this misleading business conduct and a potential violation of user rights.
  
  Resolution Sought:
  - Reinstate account access or at least provide full justification for the action;
  - Return all accumulated points if no rule-breaking evidence exists;
  - Stop suspending users based on automated flags without appeal or explanation.
  
  I believe this case is representative of broader issues with transparency on this platform.
  
  Attachments: Email exchanges with Toluna

  Business Response

  Date: 08/14/2025

  Hello ***,

  Thank you for sharing your concerns and giving us the opportunity to review your case. Your account was suspended following one of our routine panel quality checks, as referenced in ticket #*******. After a thorough review, our final decision was provided to you in that ticket.

  Kind regards,
  The Toluna Team

  Customer Answer

  Date: 08/14/2025

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

  
  Dear BBB,
  I respectfully disagree with Toluna’s recent response and would like to clarify my position on the points they raised:
  
  Complete surveys sincerely with thoughtful and genuine feedback
  I have always answered surveys based on my real experiences and honest opinions. If any response appeared inconsistent, it may be due to long surveys causing momentary distraction or differences in how certain questions were interpreted, not because of any intentional dishonesty.
  
  Complete one survey at a time
  I have always completed only one survey at a time. I do not understand why Toluna suspects otherwise unless their system has misinterpreted my actions. If Toluna believes I was working on multiple surveys simultaneously, I request that they provide concrete system records (timestamps, IP logs, or browser activity logs) to support such a claim.
  
  Avoid creating or using multiple accounts
  I have never created or used any additional accounts.
  
  Given the above, I believe the suspension and repeated warnings are based on possible system errors or misinterpretations rather than actual violations of Toluna’s terms. I respectfully request that BBB consider my clarification when reviewing this case.
  
  Sincerely,
  ******** *** 

  Business Response

  Date: 08/20/2025

  Dear ********,

  
  Thank you for your message. As noted in ticket #*******, we have already provided all relevant details supported by evidence from our database. At this stage, we have no further information to add and therefore consider this matter resolved.
  

  Best regards,

  The Toluna Team

  Customer Answer

  Date: 08/26/2025

  
  
  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:07/21/2025

  Type:Delivery 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.

  A month ago I ordered a reward payment. According to their AI bot it should take about a week, but it is already taking four times as long. On 1 July I received an email that the prize was supposedly available for collection, but when I clicked on the link provided in the email only an error pops up, and on the Toluna website the prize is still as ‘processing’. I contacted the address given in the email with the alleged prize for clarification, but got no response. So I finally contacted Toluna's technical support directly and was replied... to continue persevering with the points. Not a word about my problem! I understand that sometimes things can get complicated and drag on, but I expect an honest answer and information when I get my reward, not to be ignored. Otherwise, I am considering cancelling my account on Toluna. I was active here for many years.

  Business Response

  Date: 08/08/2025

  Hello *****,
  
  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the delay and the frustration you've experienced. We fully understand how disappointing it can be to wait an extended period to receive and enjoy a reward—especially after dedicating your time and effort to actively participating in our surveys and contributing to the community.
  
  Your reward request dated June 21 was subject to a review process, which unfortunately prevented it from being accessed. As we recognize how important it is for our members to receive their rewards in a timely manner, we have taken the step to cancel this particular request. The points corresponding to it have been returned to your account, allowing you to redeem them again for a reward of your choice.
  
  We encourage you to check your account in the coming days and proceed with submitting a new reward request at your convenience. If you experience any difficulties, have questions, or encounter anything unclear, please do not hesitate to contact our customer support team—they’ll be more than happy to assist you. Furthermore, if any reply you receive does not fully address your questions or provide sufficient information, we warmly encourage you to follow up. Our team is always happy to provide further clarification and support.
  
  We truly appreciate your patience and understanding, and we thank you for being a valued member of our community!
  
  Best wishes, 
  Toluna Team
  

• Initial Complaint

  Date:07/11/2025

  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.

  I was recruited to participate in an hour-long discussion on home furnishings with the Toluna company. This was an online chat on the ****** platform and we were supposed to be compensated with a $40 gift card after 2 weeks. I have sent several emails with zero response. I have participated in countless discussions like this and have never been ignored and disrespected in this way by a market research company. I have copied and pasted the email below.
  
  _____________________________________________________________________________
  
  Dear Sir/Madam,
  
  We have recently been looking for participants who are interested in joining an online discussion about home furnishing products.
  
  We are happy to let you know that you have been selected for this fun and interactive discussion with 69other participants. The online discussion is based on chat which means we will ask you to type your answers (no video).
  
  The online discussion will take place on June19 11AM EDT (8AM PDT).
  
  Please note this time on your agenda.
  
  One hour before the session takes place, we will send you a link that will lead you to the online platform.
  
  The platform will be open 15 minutes before the session.To join the discussion, you need to log in from desktop/laptop/tablet device. Please note that you will be unable to join the discussion using a mobile device. Please note that we only have space for the first 70 participants so please be on time to ensure your spot.
  
  After completing the online discussion, you will receive a reward of 40 dollarvoucher (e.g. ******) or in form of panel points.You will be qualified to receive this reward if you fully participate in the discussion. You will receive your reward within the next two weeks.
  
  We’re looking forward to seeing you on the platform!
  
  Kind regards,
  
  *****

  Customer Answer

  Date: 07/21/2025

  They have sent my ****** email gift card.  It has been resolved.  Thank you for your assistance. 

• Initial Complaint

  Date:07/07/2025

  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.

  Toluna sent me surveys, credited my account. I cashed out weeks ago and no gift card was received. I contacted them many times. They tell me to check my spam. It’s obviously not there. I’ve sent three complaints to them. I presume it’s a scam.

  Business Response

  Date: 07/07/2025

  Hello *****,
  
  Thank you
  for reaching out, and we sincerely apologize for the delay and frustration
  you've experienced. We completely understand how disappointing it must be to
  wait so long after spending your valuable time completing surveys with us.
  
  We want to
  assure you that your $25 gift card reward was sent out to your e-mail address
  on July 1st from ***********************************.
  It should have already arrived in your inbox. Please also check your spam or
  promotions folder, just in case. To make sure future emails land safely in your
  inbox, we recommend adding this address to your contacts or safelist.
  
  To make sure
  you do not miss out on your reward, we have manually resent you the e-mail once
  again.
  
  If you have
  any other concerns or need further assistance, don’t hesitate to reach out to
  our customer support team.
  Warm
  regards,
  The Toluna Team

  Customer Answer

  Date: 07/07/2025

  
  
  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. Amazing how once they heard from BBB the gift card miraculously appeared. Thank you for your assistance. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:06/30/2025

  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 redeemed for a $25 ****** gift cards. That i earned from answering surveys. When I answer surveys I expect to be able to cash out for gift card i earned. It's been almost a month and nothing. The same person Carrie S***** keeps telling me they are working on it. It's not hard to send a gift card.

  Business Response

  Date: 07/15/2025

  Hello *****,
  
  I’m sorry to
  hear that your experience didn’t meet your expectations, and we appreciate you
  taking the time to let us know.
  I’m happy to
  confirm that your $25 ****** gift card reward was successfully processed and
  claimed on July 1st, as confirmed by our support team under ticket #*******.
  If you're
  still having trouble locating the gift card or need any additional assistance,
  please don’t hesitate to reach out to our customer support team—they’ll be more
  than happy to help.
  
  Kind
  regards,
  The Toluna
  Team

• Initial Complaint

  Date:06/30/2025

  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.

  Hi im writing because I do surverys on Toluna and a month ago I cashed out for a $25 gift card and its been over a month and haven't received it and they keep telling me there's nothing they can do there sorry its taking so long and its far surpassed there payout time but they don't do anything about it and I spent my time taking surverys to build points to cash out and they are no help and keep repeating themselves i just want my gift card i cashed out for thank you hopefully you can help

  Business Response

  Date: 07/02/2025

  Hi *******,
  
  Thank you
  for reaching out, and we sincerely apologize for the delay and frustration
  you've experienced.
  We completely
  understand how disappointing it must be to wait so long after spending your
  valuable time completing surveys with us.
  We want to
  assure you that your $25 gift card reward was sent out yesterday.
  
  We deeply
  value your participation in our community and appreciate your patience and
  loyalty.
  If you have
  any other concerns or need further assistance, don’t hesitate to reach out to
  our customer support team. We’re here to help.
  
  Kind
  regards,
  The Toluna Team

  Customer Answer

  Date: 07/02/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:06/12/2025

  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.

  I have an ongoing issue with this company, which has put forward various reasons for suspending my account and denying payment earned.
  Some of these include: using a VPN/anonymous proxy; some settings on your device/browser flagged for being inconsistent with your country of residence;
  your IP address being flagged as a threat by the IP databases we use.
  At 86 years of age, I don't understand the answers and have repeatedly asked for explanations. I searched my IP address and found no fault. I was advised by the source that this is a common theme of survey sites to avoid payment. I have no problem with other such sites of which I am a member. Below is another quote:
  You are unable to access surveys as your connection is repeatedly flagged by our data quality team's IP quality scoring tools. Most, if not all, of your survey attempts will continue to be rejected if your Internet connection is not reviewed.
  Unfortunately, rebooting, using another device, creating a new account, etc. won't help in this situation, as the problem is due to the IP address assigned to you. As a temporary solution, you can try another connection (e.g. mobile data instead of WiFi). For a long-term solution, I strongly recommend that you contact your ISP and ask them to manually change your IP address and/or investigate why your current IP address is being flagged. As soon as your IP address is no longer flagged by our system, full access to our surveys will be reinstated. In order for you to be able to properly use your Toluna account, we strongly recommend that you review your internet connection, as well as your device/browser's settings, and ensure that all details match your country of residence.

  Business Response

  Date: 06/18/2025

  Dear ****,
  
  We are happy
  to let you know that we’ve carefully reviewed your case and decided to reopen
  your Toluna account on a probationary basis.
  To help
  ensure a smooth experience going forward, we kindly ask that all information
  you provide in surveys is accurate and complete. Also, please avoid using any
  VPN or proxy services, as this may lead to your account being flagged again.
  
  We
  completely understand how frustrating the survey issues you've encountered can
  be, and we truly appreciate your patience. In our previous messages, our
  customer support team shared a few troubleshooting steps that can often help
  resolve these problems. If you’re still experiencing difficulties, we suggest:
  Trying
  a different device or browser
  Switching
  to a different internet connection (e.g., using mobile data instead of
  Wi-Fi)
  Making
  sure no VPN or proxy is active
  
  If you
  continue to face issues or have any other questions, please don’t hesitate to
  reach out to our customer support team. They are there to help and want to make
  your experience as smooth as possible.
  
  Wishing you
  a wonderful *** ahead!
  Warm
  regards,
  The Toluna Team

  Customer Answer

  Date: 06/18/2025

  Thank you so much for achieving a resolution. However, at 86, there are a few things that I did not understand, and I have written to the company requesting information before I can claim to be fully satisfied with the outcome. I am not optomistic that they will abide by the decision.

  Customer Answer

  Date: 06/19/2025

  
  
  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:05/27/2025

  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.

  On April 25th 2025 I cashed out for a 10 dollar ******* gift card with my survey points(30000).The gift card email came the same day,but the link went to a page saying "under review".I kept attempting to access the reward but it said under review for over a week.So I wrote them..and wrote them..over 5 times now..They just keep saying it will take more time..It's been over a month and I noticed on the website that they are doing this to multiple people.They are giving everyone the runaround..and I keep getting surveys multiple times a day from them during this time.They updated their reward site and when they did this,the "under review" thing started.They are sending people surveys without paying rewards for their past surveys..and never give you a resolution about this matter..I never even got the points credited back to my account or got my gift card..they just took my points and gave me nothing in return.Please help.Thanks.

  Business Response

  Date: 06/13/2025

  Hi
  *********,
  
  Thank you
  for reaching out and sharing your experience — we truly regret the frustration
  and inconvenience this situation has caused you.
  We
  understand how disappointing it must have been to redeem your points and not
  immediately receive access to your ******* gift card. Please accept our
  sincerest apologies for the delays and lack of clarity during this process.
  Your feedback is important and highlights where we can do better in supporting
  our members.
  Upon review
  of your account and previous communications (Ticket #*******), we can confirm
  that your reward was reissued on May 27th. According to our records, it was
  successfully claimed on the same day. We're glad that you were ultimately able
  to access it, and we apologize again for the difficulty in reaching that
  resolution.
  
  If you
  continue to have any trouble with the rewards or have additional concerns,
  please don’t hesitate to reach out directly to our support team at
  **********************************. We’re here to help and will always do our
  best to resolve any issues as quickly and thoroughly as possible.
  
  Thank you
  for being a part of the Toluna community, and again, we apologize for the
  inconvenience this caused.
  Warm
  regards,
  The Toluna Team