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Business Profile

Apps

TikTok

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1,295 total complaints in the last 3 years.
  • 802 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/06/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    There is an account on their platform that is using my personal phone number and they're giving me a hard time about having the account removed it's been compromised the number is ************

    Business Response

    Date: 04/25/2024

    Hi there,

    Thanks for contacting TikTok we're here to help!

    I took a look at your account and it seems like you were able to resolve the issue on your own. If you are still having trouble or if there is anything else you need help with please visit our in-app support center for help. This can be accessed by navigating to the 'Profile' tab in the app > tap the 'three lines' icon in the top right > 'Settings and privacy' > 'Report a Problem'.


    Cheers, 
    The TikTok Team

  • Initial Complaint

    Date:04/05/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 trying to get confirmation that the account associated with ************************** I've been told to log into my account on my phone to do so - however, my user name and password, while correct, simply logs me in only to immediately log me out. As such, I am under the assumption taht my account is permanently deleted (which is what I desire). However, I need Tik Tok to confirm that my account is deleted. Support agents at Tik Tok have not been able to assist.

    Business Response

    Date: 04/25/2024

    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 'Profile' tab in the app > tap the 'three lines' icon in the top right > 'Settings and privacy' > 'Report a Problem.' Let them know that you would like assistance deleting your account. 

    Best,
    The TikTok Team

    Customer Answer

    Date: 04/26/2024

     
    Complaint: 21537162

    I am rejecting this response because:

    As explained, if you look at the initial complaint, I cannot get into the app. The continued response of Tik-Tok to then tell a consumer something -- go into the app -- that consumer has now told Company on multiple occasions is not possible on their end, reflects a basic disregard for the rights of consumers.  I will be relaying this concern directly to my Congressman, as this speaks to a larger issue of your Company refusing to accomodate a simple request from a customer. I will also be reporting this complaint - and your lack of response - to CFPB. 

    Sincerely,

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

  • Initial Complaint

    Date:04/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Someone is using my phone number that's isn't me. Please remove my phone number from alyssatrinidaad account. Thank you!

    Business Response

    Date: 04/25/2024

    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 'Profile' tab in the app > tap the 'three lines' icon in the top right > 'Settings and privacy' > 'Report a Problem.'

    Best,

    The TikTok Team

  • Initial Complaint

    Date:04/04/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 purchased an item from TikTok that was sold with a free return guarantee as per the listing. TikTok policy states that it can be returned within 30 days for any reason. When I went to process the return, it only gave me the option of paying for the return. Agent on chat was able to process for free return and refund but there was an issue with QR code and he had me cancel the return so he could resubmit. Then he never did and now they are refusing to allow me to return it. Seller refused. TikTok claims it has to be damaged. No, per their policy it can be returned for any reason in its original condition. It is in its original condition. Free returns Most return-eligible items, weighing under 70 lbs and valued under $1700 have at least one free return option. You can return the item for any reason in new and unused condition within the return window. Free returns are not available for items shipped to ****** and *******One TikTok representative said he was submitting for full refund due to the error and that was denied. I want to return this for full refund with a prepaid shipping label.

  • Initial Complaint

    Date:04/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Refuse me service to sell on there platforms. As you can clearly see I'm a valid business and **** accepts my documents tictok refuse me service and will not allow me to sell on their website and platform..

  • Initial Complaint

    Date:04/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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 watching a live on TikTok where a tarot card reader announced that subscribers and gifted would get readings. I subscribed and also gave a large gift. The reader did not give me a reading and the live ended. I sent a message to the reader just giving a friendly suggestion that she pin high grifters and subscribers so they dont get lost the way other readers do it. She proceeded to block me. Basically she took my subscription money, did not give what was offered, then blocked me when I very politely contacted her. Her TikTok name is Brazilianna80tarot#****

  • Initial Complaint

    Date:04/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 march 27th I bought a tin of Pokmon cards on TikTok shop. The seller said the tin contained packs from the evolving skies set, which is highly sought after. When I opened the tins they did not contain the packs I was told, and the description read. *** contacted the seller asking for a refund. Ive contacted TikTok asking for a refund and their customer service is terrible. I was lied to and I just want my money back. I havent opened the packs of cards themselves only the tin it came inside

  • Initial Complaint

    Date:03/30/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Someone investigate the sheer number of BBB complaints that TT responds to w/ an automated, "For further assistance, please visit our in-app support." Why do we think such a large number of people are choosing to reach out through the BBB instead of through in-app support? Is it perhaps because in-app support is non-existant? On 3/28, I uploaded a video that I viewed as protected speech by Tiktok's user guidelines + nearly identical to other videos I had uploaded. The video was immediately removed for violating **, which I appealed with TT's preferred appeal method, i.e. in-app support. Tiktok auto-replies to said appeal, keeping the video deleted for hate speech (!) I submitted 4 feedback tickets on 3/28 via their online web-based feedback portal: (see: tickets linked to email ************************ NONE were responded to. I submitted extremely detailed in-app feedback twice & explained that I was analyzing a fictional scenario in a fictional TV show, not promoting a "hateful ideology" (see: reports by account @easternmennoniteu). ** responds suggesting that this video should remain deleted for violating their "Safety + Civility" policy. This is inconsistent w/ the initial reason for deletion, which was 'hate'. Although the ticket is still in 'open' status, I cannot reply to TT in-app, as I get an automated 'Network issue. Please try again'. I get this error message w/ + w/out a VPN. I get this error message connected to wifi & disconnected from ****. I get this message throughout the day at various different time points. Attached: the error message appears @ 8:24 PM, 2:18 AM. I asked someone to *use my wifi* and submit in-app feedback via their phone. Their feedback went through instantaneously. So the issue is not my network. Does TT prohibit users from replying to appeal their video's deletions? I am thus being penalized for activities I NEVER promoted and material I NEVER depicted, + barred from communicating w/ TT in-app to resolve the matter.

  • Initial Complaint

    Date:03/29/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 approached by a woman with a profile called Cindychurchhill on TikTok. She convinced me several times she had a Blessing for me and I asked her why do she wants to give me free money? She explained that she works for some kind of government agency and she wants to help me and be a Blessing. She asked me to send $50 in bitcoins the first time over a week ago . I blocked this lady and ignored her after the first time when I see that I did not receive the funds. Tik Tok and Face book unblocked her and stated that she was not violating community rules. I eventually allowed things another chance because she has been messaging me dozens of times. I have all the communications she asked me to send $287 in bitcoins. I sent the $287 to her bitcoin wallet today on March29,2024. She told me I was going to receive $5000.00. I kept telling her I didnt believe this nonsense!! I have respectfully and kindly asked this woman to return my funds. I sent her my cash app bitcoin wallet and told her to just refund me because she asked for $120.00 more and blamed it on cash app. I have proof of all communication with her and the funds I sent to this womans wallet. She made so many promises telling me I would be paid $5000.00. It never happened which it sounded too good to be true anyway. I have to buy food and pay my rent and this woman has taken my money and lying at least it appears to be a fraud. I would like to see this type of activity she is doing taking off of ********* Tik Tok and other social media platforms. This is pure wrong! This woman is taking money from people on these platforms. She does have Testimony from clients saying she helped them, but Im not sure what is going on. Something is very strange about this situation. I just want my money back and Im not interested in her scheme.

  • Initial Complaint

    Date:03/21/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Dear TikTok *************** I am writing to appeal the decision to suspend our TikTok Business Ads account due to the violation of advertising policies related to the promotion of cosmetics and cosmetic services in targeted locations. We understand and respect TikTok's commitment to maintaining a safe and compliant advertising environment for its users. However, we believe there has been a misunderstanding regarding the nature of our advertisement and its alignment with TikTok's guidelines.First and foremost, we would like to express our sincere apologies for any confusion or inconvenience caused by our advertisement. It was never our intention to breach TikTok's advertising policies or promote any prohibited products or services. We take compliance with platform policies very seriously and have taken immediate steps to rectify any potential issues.Upon reviewing the suspension notice, we carefully evaluated our advertisement and the product promoted on the ad page. While we acknowledge that cosmetics and cosmetic services are indeed classified as prohibited industries in certain targeted locations, we wish to clarify that our advertisement does not fall under this category.We understand that maintaining a balance between user safety, compliance, and advertiser interests is crucial for TikTok's platform ecosystem. As such, we are committed to working closely with your team to ensure that our future advertisements fully adhere to TikTok's advertising policies and guidelines.We respectfully request the reinstatement of our TikTok Business Ads account at the earliest convenience. We assure you that all necessary precautions will be taken to prevent any future policy violations, and we are more than willing to cooperate with TikTok's team to address any concerns or questions regarding our advertising practices.Thank you for considering our appeal. We appreciate your attention to this matter and look forward to a positive resolution.Sincerely,cphsmile

    Business Response

    Date: 03/27/2024


    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

    Customer Answer

    Date: 03/28/2024

     
    Complaint: 21465975

    I am rejecting this response because:  it doesn't make sense that they can't just reply back to the email here

    Sincerely,

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

    Business Response

    Date: 04/26/2024

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

    We are in receipt of BBB Complaint #********. ******************************* complaint concerns regarding your Business Account.

    The information provided in the complaint is insufficient for us to locate this case in our records. Therefore, we are unable to provide substantive response to the complaint at this time.

    If you need additional help regarding this inquiry, please visit our in-app support center for help. This can be accessed by navigating to the 'Profile' tab in the app > tap the 'three lines' icon in the top right > 'Settings and privacy' > 'Report a Problem'

    Best,
    The TikTok Team

    Customer Answer

    Date: 05/03/2024

     
    Complaint: 21465975

    I am rejecting this response because:

    Sincerely,

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

TikTok is NOT a BBB Accredited Business.

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