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:10/17/2025

  Type:Order 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 completed two secret shopper assignments for this company, totaling $20 in payment. Both assignments were submitted correctly and on time, with all required steps followed, including associate interaction and photographic documentation.However, the company has refused to pay me, citing that I was not there for a full hour. The written instructions for these assignments did not state that remaining in the store for one hour was a requirement. The directions only said to plan to be there at least one hour, which clearly reads as time-planning guidance, not a mandatory duration condition.I completed both shops in good faith, following all visible instructions, and incurred personal costs including time, gas, and travel expenses. Despite reaching out to the company for clarification and reconsideration, they have declined payment without acknowledging the ambiguous nature of their own instructions.This is an unfair and deceptive practice. I am requesting that I be paid for the completed shops totaling $20, or at minimum, be reimbursed for my gas expenses associated with completing the assignments as instructed.I am attaching screenshots of the project instructions and correspondence for verification.

  

  Business Response

  Date: 11/12/2025

  Hello, upon investigation you completed two locations and will be paid for the one that is approved and done correctly.   Unfortunately, because you did not follow the guidelines as written which state you need to be assisted and stay for at least one hour for your shop to be valid we are unable to use your report or pay you for your other visit.  

  Customer Answer

  Date: 11/12/2025

   
  Complaint: 24030134
  
  I am rejecting this response because: the instructions do not say anywhere must stay for one hour, they do state be available for one hour, which I was. Its deceiving and causes a lack of trust. I do not recommend working with this company. Copies of instructions have been uploaded for reference.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:08/04/2025

  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 signed up to perform a mystery shop at a local movie theater, which I completed on the evening of 7/23/25. Market Force requires that reports and receipts be submitted online within 8 hours of a shop. I submitted mine within a couple of hours of completing the shop. Likewise, shops require a minumin of receipt and/or photo images be loaded. Market Force did not comminucate with me at all until the morning of 7/29/25, stating that my shop was invalidated, because it was missing a photo of the movie ticket. I was told to respond immediately so that my shop could be reconsidered. I responded within 2 hours (which is when I saw the email). I never received a response and sent a total of 3 emails. In my final emal, I threatened to contact the BBB. Then they responded on 7/31 and claimed to have tried to contact me about the missing photo and receipt on 7/25, 7/26 and 7/27. Their "proof" was text, but no forwarded or screenhsot email (to show proof of emails sent to me with a date and time stamp). It was literally just text, which is easy to provide. I have never blocked their emails and experienced no issues, receiving emails. In any case, when they responded to my threat to contact the BBB, I was told to provide a receipt and photo image, which I did immediately. Keep in mind, their shops require a minimum number of receipt and/or photo images. to begin with. So how could I bypass their requirements of uploading the minimum number of images in the first place? I can't and I didn't. Despite my immediate response to emailing the required receipt and photo (of the movie ticket), I then received a response that I would not be paid, because they had reassigned the shop.Marketforce continue to blame me for not receiving their emails (which I absolutely did not and they don't evern have proof of sending) when the issue is on their end.

  

  Business Response

  Date: 08/21/2025

  Dear REMOVED,

  I reviewed your complaint about not receiving the emails about the missing information.  There is documentation that the emails were sent on the dates listed below and unfortunately, we did not receive the missing information in time to accept this report.  As a result, we could not bill our client and did not receive payment.  We will however pay you $22 which is half of the requested amount.

  This said, we do consider this matter closed-

  Thank you

  Customer Answer

  Date: 08/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:04/02/2025

  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 completed several mystery shops for this company between January 30, 2025 - February 28, 2025 totaling $150.75. They have reached out with automated emails twice telling me they tried to submit payment to my REMOVEDand it was rejected. My REMOVEDworks fine and I haven't had any issues receiving payments from other mystery shop companies. I don't believe payment has been attempted and when I send emails they go ignored. I have put many charges on my credit card and feel at this point I need to be reimbursed for interest as well. This is my last resort and I have no plans to work with this unprofessional company ever again. I want payment made REMOVEDto my REMOVEDaccount as agreed upon in our contract.

  

  Business Response

  Date: 04/08/2025

   

  Dear REMOVED,
  
  Please note that this was rejected by REMOVEDbecause you did not enter in your email address correctly, so we were not able to process the payment.  We have updated this for you and your payment will be sent shortly. 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23150447
  
  I am rejecting this response because: You mean YOU didn't enter my email in correctly. I updated my email THREE different times and you kept stalling. Making me wait 2-3 weeks between each response. Completely unprofessional and people working with your company should know your tactics. I received your email saying my payment was processing a week ago, REMOVEDdoesn't take weeks to receive. You're lying or stalling, either way you should be out of business.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 04/15/2025

   

   Dear REMOVED, 

  Your payment was issued on 4/10, please see the transaction numbers below:
  
  4/10/25 -0FD38356F3547111E - $52.50
  4/10/25 -7FP24620EC963115H - $98.24

  Thank you.

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:04/01/2025

  Type:Billing 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.

  MarketForce is forcing their contractors to take payment digitally only. They claimed they sent my payments for Nov 2024 and Dec 2024 to a REMOVEDaccount. I did NOT give them any information for that transaction. They claimed to have sent money to a REMOVEDaccount (which I did NOT indicate or ever reference, I suspect fraud within their company). As soon as I noticed I was missing payments I repeatedly attempted to get them to send the payments to a bank account that I designated at their website. They stopped responding to me. They will not talk to me over the phone and they will not respond via their Helpdesk system. I am only asking for the money due for services rendered which is below $100. I have worked to get into the forementioned REMOVEDaccount, however, there is no way to retrieve the money without incurring charges. I feel this a MarketForce issue, which they should either reimburse for transaction payments from REMOVEDOR preferably send my payments to the proper bank account that I have provided them.

  

  Business Response

  Date: 04/03/2025

  As weve advised Mr. REMOVEDseveral times, when he signed his Independent Contractor agreement on September 20, 2024 he agreed to either be paid for ACH or REMOVED. As he did not sign up for ACH payments, his payments were processed via REMOVEDto the email address we have on file for him.
  
  Mr.REMOVEDwas paid $48.25 on 1/21/25 with a REMOVEDtransaction ID of REMOVEDand $41.25 on 11/21/24 with a REMOVEDtransaction ID of REMOVED. REMOVEDhas confirmed both payments were completed to the email address Mr. REMOVEDgave us when he signed up to conduct shops on our behalf (and in accordance with his most recent signed agreement.
  
  As we have paid Mr. REMOVEDin full according to the terms of the Independent Contractor Agreement he signed on 9/20/24, AND REMOVEDhas confirmed the payments were completed, we consider this matter closed. 

• Initial Complaint

  Date:02/26/2025

  Type:Sales and Advertising 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.

  No payment received for completed and approved mystery shop! SHOPPER ID: REMOVEDASSIGNMENT ID: REMOVEDPROJECT: Five Guys Burgers SHOP DATES: 01/07/2025 - 01/07/2025 SHOP FEE: 30 REIMBURSEMENT(S): Meal purchase reimbursement up to : $17.25 STREET ADDRESS: REMOVED

  

  Business Response

  Date: 03/05/2025

  Dear REMOVED, 

  Your payment for this assignment has been issued to your bank account.  

  Thank you.

   

  Customer Answer

  Date: 03/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.  I certainly hope next time market force will be more on time with paying . 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/03/2025

  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.

  I was doing mystery shops as an IC for this company, and several cheques bounced. I was not paid, and also charged service fees from my bank so LOST money working for this REMOVEDrepeated phone calls just got the same "file a case online" answer, and these have been ignored. I have been contacting them periodically for over a year now. At one point someone replied denying these were market force cheques, and then when I sent the photos of the returned cheques went back to if ignoring my requests for help.Passing bad cheques is a crime, no?

  

  Business Response

  Date: 01/16/2025

  Hi REMOVED,

  We will be reissuing you a check in the amount of $89.95 for the two checks REMOVEDand REMOVEDthat were issued to you from 2017.  These were too old to process as the check payments are void after REMOVEDadvance before attempting to present them to the bank. 

  Thank you.

  
  

• Initial Complaint

  Date:08/30/2024

  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 a mystery shopper for this company for about a year. I followed all the rules and filed my reports with accuracy and professionalism and submitted them in a timely manner. If I couldn't do a shop, I cancelled it within the time frame allowed. On June 18, 2024, I tried logging in to their system to accept a job. My login was frozen and remains so to this day. When I emailed them asking for a reason, this was their response on June 20, 2024.Market Force Help Desk From:REMOVEDTo:REMOVEDThu, Jun 20 at 2:52 PM Hi,We need to let you know that we are opting to discontinue our Independent Contractor relationship with you and will not be offering you any other assignments. Please note that either party has the right to terminate the Independent Contractor Agreement at any time and for any reason, without explanation or penalty.Thank you for your past efforts on our behalf.I emailed them right back asking for clarification, and they never responded.Months before that, they told me that they took me out of rotation for their most popular client, Five Guys. They didn't give me a reason why I was taken out of rotation. They said that it could be that I was recognized, and they did not offer to reinstate me to their rotation. Five Guys changes their employees. They move on, change locations, or get terminated from the company. It happens like that in any restaurant. I know from my experience in restaurant and retail management that the turnover is high. Nonetheless, they refused to place me back in rotation.

  

  Business Response

  Date: 09/11/2024

  Dear REMOVED,

  Thank you for your interest in mystery shopping however we will not be reinstating your account to continue shopping with Market Force.  Per our Independent Contractor Agreement, we reserve the right to do so, and you do as well.  "This Agreement may be terminated at any time by either REMOVEDor You, for any reason or no reason. If You, after having access to the REMOVEDPortal, are subsequently denied access, the denial of access is Notice to you by REMOVEDthat this Agreement has been terminated. "

  We wish you well in the future-

   

  Thank you,

   

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22212566
  
  I am rejecting this response because no reason was given for the termination of contract. I have conducted every shop with professionalism and reported them with honesty. I have followed every company rule including on-time cancellations and reports submitted. I performed a lot of shops, especially for Five Guys before you removed me from rotation without notice or reason, I earned certification to shop for Five Guys. I hardly ever cancelled any shops. If the problem is that you have too many shoppers on your roster, the answer is to not enroll any more shoppers until you have the need.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 09/12/2024

  While we appreciate REMOVEDposition, this is an Independent Contractor relationship and as per the terms of the agreement: 

  "This Agreement may be terminated at any time by either REMOVEDor You, for any reason or no reason. If You, after having access to the REMOVEDPortal, are subsequently denied access, the denial of access is Notice to you by REMOVEDthat this Agreement has been terminated."

  REMOVEDhas been understood to agree to these terms when the REMOVEDAgreement was signed on August 21st. 

  As we have no further responsibility to engage with this Independent Contractor, we consider this matter closed and will not respond to any additional inquiries. 

  We wish REMOVEDwell in her future endeavors. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22212566
  
  I am rejecting this response because all you have done is provided the same reasoning, that which is that my employment was "at will", it can be terminated at any time, if I cannot login, that's my notice, (etc.). Since I've followed all the rules & thus, haven't given you any reason to terminate my contract, and you refused several times to give me a reason, this indicates unsound business practices & discrimination. I reiterate that if you had too many shoppers, instead of firing me, stop hiring new ones until you have more demand. You refused to put me back on the Five Guys rotation and took me off without notice, despite my certification. Five Guys employees move on to other jobs. So if I was recognised, after some time, there will be new employees. I was a manager for several restaurant and retail companies, so I am aware that that's the nature of the business. Then you cancelled my contract without written notice and refused to reinstate me despite my satisfactory performance. You need to provide me with a written explanation for termination, reinstate me, and provide me with written notice if something goes wrong. When my one phone shop was cancelled, you told me in writing that the project was put on hold. But when you took me out of Five Guys rotation & cancelled my contract, you refused to give me a reason. All this indicates unsound business practices and discriminatory actions.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:06/20/2024

  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 am a bit perplexed by this company, I completed my first mystery shop on the correct day, within the correct time frame, and submitted all required documents and information the same day. I was never reimbursed for this shopping trip, no email notifications indicated that I was ineligible for reimbursement. I had to cancel another mystery shop which I thought might have caused this error, but the system still lists me as active and continues to offer me assignments. I have attempted to email customer support twice with no response and when I called customer support number, I was clearly routed to someone outside of the REMOVED. I am requesting to be reimbursed for the amount of $17.73 I am indifferent if the pay for the additional fee. It appears theyve had other similar complaints in recent months, I am now questioning the legitimacy of this company and would like clarification if I will be paid for the work I completed?

  

  Business Response

  Date: 07/11/2024

  Hi REMOVED,

  We show that payment for your completed shop was issued to you on 6/20 to the REMOVEDof REMOVED1.  Although, it looks like it was paid successfully, please let us know if you never received this payment and we can provide tracking information. 

  Thank you,

  Customer Answer

  Date: 07/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:06/19/2024

  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.

  My shopper ID is REMOVEDand I am referring to the trip I did in reference to REMOVED. In this case, I was not reimbursed for my entire order even though I followed the directions to the best of my abilities. I ordered all the required items and I didn't get reimbursed. I tried contacting support and they told me that I needed to order a milkshake as well but I made very clear that I did ask about that in my report and they told me that the milkshake machine was broken. I did note that the drink and milkshake machine were broken and I did alert them and my report has been updated to show that but even after that, I still didn't get reimbursed for my order. It isn't fair for me to not be reimbursed for my order for something that is completely out of my control. They won't even give me a partial reimbursement. I was not able to order a milkshake because the milkshake machine was broken and I told them this multiple times as I forgot to mention it in my report and put it down in a different category. Despite them acknowledging this, I am still not being reimbursed for this. Can you help me in getting my order reimbursed for the order that I did do as I did do the rest of the report to the best of my abilities and the milkshake and drink machine being out of order is something that is something I can't control. If the machine was broken before arrival, I should have been told to cancel my entire order and cancel the report and return on a different day and that information is nowhere to be seen in the report PDF.

  

  Business Response

  Date: 06/21/2024

  Hello REMOVED,

  On behalf of Market Force, I apologize that this was not added to your report so that you would receive the correct reimbursement for your assignment.  

  We will proceed with paying you the $20.00 reimbursement that you are requesting.  

  Customer Answer

  Date: 06/22/2024

   
  Complaint: 21875484
  
  I am rejecting this response because:

  While the 20 dollars is appreciated, it still shows up as invalid assignment on my end when I login to view the Assignment/Receipt Status. When will this be updated? And will I also receive the 10 dollar shop fee as well for completing the assignment? 
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 06/27/2024

  Hello REMOVED,

  We will increase the payment to include the additional $10 that you were to receive for the shop fee.  Unfortunately, we were not able to deliver your shop results to our client and therefore this will remain as an invalided report despite us agreeing to honor the payment.  

  Customer Answer

  Date: 06/29/2024

   
  Better Business Bureau:

  I am willing to accept the 20 dollar reimbursement and the 10 dollar shop fee but it still shows up as invalid on my end. I also have not received the payout yet so please keep this case open until my payout is sent. 

   
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:04/25/2024

  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.

  Yes I was a mystery shopper for market force for several years. Last year they banned me because I got sick and could not perform a few shops as agreed. I always competed shops and they were always completed fantastic. I just want to know why they cannot reinstate my account? Im better and am able to do mystery shopping again. Thats all I want is just another chance. Im sorry I was sick with REMOVED.

  

  Business Response

  Date: 04/29/2024

  As per REMOVEDsigned Independent Contractor agreement, either party may agree to terminate the relationship. 

  REMOVEDwas de-activated first in July of 2023 for a high cancellation rate. Upon request, we allowed reinstatement but he proceeded to have a high number of cancellations and was automatically deactivated again in September of 2023 for the same reason. He then proceeded to attempt to sign up again under a different name. Market Force was generous reinstating access once already, at this time, we are opting not to continue our engagement with this individual.