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:01/02/2025

  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.

  I ordered an item off of TikTok and usually all of them are shipped through ***** To my surprise this time it was being shipped through a company *** never even heard of before. Of course the name being uniuni. I didnt think much of it as I assumed they would be professional and do good work considering its just delivering a package to a residence that they have the address to. To my surprise when my order said it was delivered I checked outside for it and in my mailbox, but nothing was nowhere to be found. I see that they attached an image of the package being dropped off and of course its NOT my house. This package was actually a super important gift but due to their poor professionalism its probably gone. I dont understand how a company like this can still be up and running when theyre known to do this constantly. This is embarrassing for them and infuriating for us consumers. I hope to be able to get my money back and reorder this item and hopefully it isnt shipped with this *** *** a** company.

  Business Response

  Date: 01/09/2025

  Hi

  Thanks for reaching out.

  Can you please provide us with the Order ID so we can better assist you?

  We look forward to your reply.

  Best,

  TikTok ********************* Team

• Initial Complaint

  Date:01/02/2025

  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.

  TikTok shop isnt helping me with my delivery issues with sellers

  Business Response

  Date: 01/08/2025

  Hello ****** ********,
  
  We acknowledge your complaint and appreciate the opportunity to resolve it. However, we're unable to locate a ticket(s) related to this matter reported within the past 90 days using the email address you've attached to this complaint. Please provide the order number(s) you're referencing, so we may further investigate this issue.
      
  
  We are dedicated to your satisfaction, and appreciate your business.
      
  Best,
      TikTok Customer Service 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22755872
  
  I am rejecting this response because: heres the order number 576820039449874456

  Fedex marked my package delivered but I didnt receive them, I talked to seller for a refund and he said we dont deal with refunds, talk to TikTokI reached out to ***** and they said the shipper must file a claim and refund you, the seller told me the ***** account belongs to ********************** and they cant file a claim.. everyone has been giving me a run around, the agent on TikTok said someone needs to file claim with ***** and seller should refund but the seller says TikTok handles the refund, I need a full refund back on this order immediately, no one is helping me and everyone is giving me different answers 

  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 01/27/2025

  Hi

  We're sorry that your order was scanned as delivered but you did not receive it. After reviewing your case, we've determined that the best course of action would be for you to file a claim directly with the delivery provider for this order. It's important that they are able to collect feedback and have an opportunity to investigate what may have happened with this package.
  Thank you for shopping with TikTok Shop. We appreciate your business.
  Best,
  TikTok ********************* Team

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22755872
  
  I am rejecting this response because:I spoke with the the carrier and they told me specifically that the seller needs to file the claim and I cant not and the seller refuses to help me cause they said TikTok is responsible for all issues 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:01/01/2025

  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.

  On december 16, 2024 i placed an order on tiktok shop for several items that total more than $300. I contacted the seller of an item that wasnt available but had paid for so i asked to get refund but to send it to my new card or gift card or merchandise credit. The seller told me to contact tiktok customer service to let them know. So i did they told me that i couldnt get it in gift card or any other way only to the original payment method. I checked the refund details on the refund page and it stated that customers had an option to add refund payment method but it doesnt i checked. So i contacted tiktok again before cancelling another item that wasnt shipped and the *** said the same thing. So i tried another *** and he said that he sent a request and they will be contacting me ***** hrs by email. So i tried one more time after i didnt get a ***ly and this *** told me that both regunds had been done and sent to original payment method which i tried since items got cancelled and refund started to get on my TikTok shop balance as gift card so i lost more than 100 dollars because like i stated to them i no longer have that card . The platform refunded my the way they felt like it without helping me at all.

  Business Response

  Date: 01/09/2025

  Hi

  Thanks for your patience while we investigate your issue.

  After working with the relevant teams, we have been informed that there is not a way to move the refund once it has been processed. You can contact your financial institution with the amount and date to receive further details about the refund.

  Best,

  TikTok ********************* Team

• Initial Complaint

  Date:12/31/2024

  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 am a seller on TikTok in July 2024. TikTok froze my store funds for no reason, and he said I violated some regulations before freezing my funds. But I didn't violate it. I needed him to show me what I violated, but he didn't I don't understand, I need him to repay my funds

  Business Response

  Date: 01/07/2025

  Dear ** ****,

  Thank you for reaching out. Please provide your Shop/Seller ID and the name of your Store so that we can research this issue. Have a good week!

  Thanks in advance,

  TikTok Seller Support

• Initial Complaint

  Date:12/30/2024

  Type:Sales and Advertising 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.

  Business advertising for workers however never disclosed the pay in scam scheme, this part of the tiktok shop is a created scam

  Business Response

  Date: 01/12/2025

  Hi ******* ******,

  We appreciate you taking the time to contact us, but unfortunately we can't support this type of request through the BBB. For further assistance, please visit our in-app support center for help. This can be accessed by navigating to the "Me" tab in the app > > "Support" > "Report a Problem"
  
  Best,
  The TikTok Team

• Initial Complaint

  Date:12/30/2024

  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.

  In the tiktok shop I was advertised a promotion buy 5 items, get 5 coupons totaling $100. I completed my purchase and during checkout I got the message get $100 in coupons when you check out! I did not get said coupons and contacted customer support. During my first chat the *** ended the conversation while I was typing so I started over and was told the event is only for 07/01-07/11. I then requested that the issue be escalated because that is not an acceptable answer and was told that Id be contacted via email within tiktok. I was then told a coupon for$100 off of a $999 purchase was added to my account. This is not at all what was advertised and I feel this is very unethical business practices. I also continue to be advertised a $100 coupon bundle on the tiktok shop home page.

  Business Response

  Date: 01/07/2025

  Hello Geneyce ******, 
  
  We acknowledge your complaint and appreciate the opportunity to resolve it. However, we're unable to locate a ticket(s) related to this matter reported within the past 90 days using the email address you've attached to this complaint. Please provide the order number(s) you're referencing, so we may further investigate this issue.
  
  We are dedicated to your satisfaction, and appreciate your business.
      
  Best,
      TikTok ****************

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22748650
  
  I am rejecting this response because:

   This was the only way to respond. 
  There was one order but multiple order numbers. The order numbers are:

  576829835075687128

  ******************

  ******************

  576829835075424984

  576829835075490520

  576829835075556056

  576829835075621592
  
  Sincerely,
  
  Geneyce ******

  Business Response

  Date: 02/10/2025

  Hi,

  Thanks for reaching out.

  Coupons usually come in increments of the total promised, not one, singular lump sum. After review, we have confirmed that you have received the coupons. We apologize for any confusion.

  Best,

  TikTok ********************* Team

• Initial Complaint

  Date:12/30/2024

  Type:Sales and Advertising 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 had paid $2011 for Tik tok shop and was owed $2430 for my store they froze my account due to late processed orders please help to locate them in order to get my money or I'll file a lawsuit against them. Thank you

  Business Response

  Date: 01/07/2025

  Dear ***** ******,

  Thank you for reaching out. The attached screenshot doesn't look to be from any of our systems. Can you provide your Shop/Seller ID and Store Name so that we may better assist? 

  Thanks in advance,

  TikTok Seller Support

• Initial Complaint

  Date:12/30/2024

  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.

  Last year to date, our shop was deactivated by a glitch which caused an app-wide shop outage on Dec. 28, 2023. They never notified their merchants, we were all just scrambling trying to figure out what was happening. After speaking with their customer service, they were able to reinstate our shop. This same exact thing happened again on Dec. 28, 2024 but customer service was unwilling to assist us. They kept telling us to submit an appeal which includes a SPREADSHEET of tiktok orders showing delivered, a video packing orders, a photo of our inventory, a screenshot of buyer/seller messages. Their appeal only allows jpg images or .mov files so how do you suppose we upload an excel sheet showing delivered orders? We no longer have access to buyer messages so how in the world do we submit a screenshot of that? We submitted everything we have access to and our appeal was rejected for "irrelevant documents provided". This is now the second time this has happened to us and, this year, for some reason, their merchant support has been abhorrent and non-existent. Everything goes through AI and all their emails have misspellings, even their appeal rejection emails. At this point, we do NOT trust TikTok and just want our balance paid out for all DELIVERED orders. We will NEVER use TikTok shop again.

  Business Response

  Date: 01/15/2025

  Hello ********************
  
  Thank you for bringing this issue to our attention! We're sorry to hear that you ran into this issue, but upon investigation we see that your shop is currently active! This should clear up any issues that you might have experienced on your end regarding payouts.
  
  Best,
  TikTok Shop Support

• Initial Complaint

  Date:12/30/2024

  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.

  This business is manipulating the system to stop people from making money. They have no customer support. They unfairly flagged videos for things like unoriginality, then have bots answering complaints. I looked on reddit and they do this to a lot of creators. End of rhe month they flag videos getting too many views and then only allow you one appeal that is monitored by bots. Even if u file a copyright claim they will not reinstate your videos. They push them while they can't make money then if you do win your appeal they stop pushing the video. They push larger creators and suppress smaller ones. This is happening to so many of us. And I wouldn't complain but they owe me over 3k at this point and ita not fair.

  Business Response

  Date: 01/07/2025

  Hi ****** *******,
  
  We appreciate you taking the time to contact us, but unfortunately we can't support this type of request through the BBB. For further assistance, please reach out to our support team through our webform for help. This can be accessed by navigating here: Legal.
  
  
  Best,
  The TikTok Team

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  TikTok has a rewards program that claims to reward you for inviting friends. The friend is also supposed to receive $$. I received $10 for signing up for tiktok with a friend's link. TikTok was offering $60 to refer a friend, so I referred my sister around 1 AM EST on 12/29/24. I did not receive a bonus, and when she went to the rewards page as directed by TikTok, she received an error. I immediately tried to contact customer support. On my first attempt, the ***** claimed this was not her department, even though I contacted her through the app by clicking on the appropriate prompts. She told me to submit to a different report form - this form only sent back an auto response that they would contact me *IF* "more info is needed," aka implying that a response to my complaint wasn't guaranteed. I tried again, and this ***** claimed that it could take up to 24 hours and asked me to wait. He confirmed that I could contact support again after 24 hours.I waited 24 hours. In this time, the web form also sent back a response, though it was copy and pasted information about the rewards program and not an actual response. To note, even though *this* issue is fairly recent, I had also previously contacted them about a different referral and received no response at all after several days. I still have yet to receive a response to that particular ticket; I just haven't pursued it since the friend deleted her account in disgust. And even though the second ***** had confirmed I should contact support again after 24 hours, on this attempt the ***** told me (again) that this had to be handled by "main" support (aka the useless auto reply form). At this point this is fraudulent, deceptive marketing. They have also increased the bonus to $70 and I got a cheerful little popup informing me of this today, even though I still don't have my $60. Not sure why I would ever refer another friend to something this shady.