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:04/08/2025

  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.

  Undelivered services, agreed for *** content videos. We sent all products to all creators on time. They did not fulfill any of their promises I have all of the slack messages to prove it. They have scammed us and many others out of our hard earned advertising funds.

  Business Response

  Date: 04/08/2025

  Hi there, we truly understand the importance of this message and our team will be contacting you directly. You have not been scammed and wont ever be. We'll make sure we address any concerns with you and find a good resolution. 
  
  We look forward to speaking with you!

  Customer Answer

  Date: 04/08/2025

   
  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:03/11/2025

  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.

  Our experience with TokMedia has been extremely disappointing and unprofessional. We paid $5,000 on September 30, 2024, for video production services advertised as high-quality, commercial-grade content. Unfortunately, the delivered videos were of poor quality, lacked voice dynamics, and fell far below the promised standards.Communication with TokMedia has been extremely poor. They take days to weeks to respond to messages, avoid answering specific questions, and have repeatedly missed or rescheduled calls. Their team appears disorganized and inconsistent, often providing conflicting information.During our preliminary meetings, we discussed the ad budget and agreement terms. However, after the contract was signed and draft videos were created, TokMedia changed the ads approach and marketing budget terms without our consent or knowledge. Despite these terms being outlined in our agreement, TokMedia now claims not to recall these discussions and refuses to share recordings of our conversations. The lack of transparency and accountability is deeply concerning. This has been an ongoing point of disagreement.Since January 2025, we've been in discussions with four different representatives about these issues. Despite the contract stating that clients can leave at any time and are entitled to their content, TokMedia has failed to provide us with the content we paid for, ignoring our repeated requests.We have attempted to resolve this matter positively. However, TokMedia seems uninterested in resolution, often ignoring our communications and showing no remorse for their mistakes.We are deeply dissatisfied with TokMedia's lack of professionalism, failure to deliver on their promises, and refusal to address these serious concerns. We hope that others will be cautious when considering their services.Due to these ongoing issues, we request that TokMedia immediately provide a full refund of the $5,000 payment.

  Business Response

  Date: 03/17/2025

  Hello - We are sincerely sad to hear that your experience with us did not meet your expectations thus far. Our goal is always to provide high-quality content and a smooth, professional experience for every client, and we understand your frustration. We take your concerns seriously and would love the opportunity to address any issues you may have. Let's discuss the specifics of your experience and work towards a resolution. Please rest assured that every client will always receive the services and content theyve paid for, and we are committed to ensuring your concerns are fully addressed. If you'd like to discuss this further, were here to help and want to make sure we resolve everything to your satisfaction.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23051177
  
  I am rejecting this response because:  Our concern about the quality of work we received. It does not meet our expectations, especially considering the $5,000 fee.
  
  
  Despite our efforts to collaborate and align our understanding, the deliverables do not fulfill the original promises.
  
  
  Therefore, we are requesting a refund due to the significant discrepancy between what was agreed upon and what was delivered.
  
  Sincerely,
  
  ***** Dream

  Business Response

  Date: 04/01/2025

  Hi there, we have been and are always happy / wanting to work something out with you. Please direct all communication outside of BBB so we can schedule a resolution call in a prompt manner. Thank you!
  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23051177
  
  We are  rejecting this response because:

  Imposbible to work with this company 
  
  Sincerely,
  
  ***** Dream

  Business Response

  Date: 04/15/2025

  Hi there, 

  We would absolutely love to work something out with you. Please feel free to contact us directly so we can do so. 
  
  Thank you!

• Initial Complaint

  Date:02/20/2025

  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.

  My partner and I started working with a marketing company in August 2024, paying $2,000 upfront to help grow our small business through social media marketing. They assured us there would be no hidden fees and that they would mainly handle our marketing efforts with our guidance.Once we took out a loan to secure their services, they revealed there were additional fees for advertising on ****** and explained that the entire $2,000 went to content creators for our videos. The two videos we received were of low quality and appeared to have been filmed in someones home or local environment. We raised our concerns, but they insisted the videos were satisfactory.After broadcasting these videos on TikTok, our business saw no sales or revenue. They then requested more money, claiming they could make adjustments that would bring sales by the following month. After several months, it became clear they lacked the expertise to provide effective marketing. When we could no longer afford to continue the ads, they suggested pausing our account until we had more funds. They also delayed providing further videos until we requested a refund due to their failure to meet the terms of our *************, I find myself responsible for repaying nearly $3,000 in loans, along with an additional $300 out of our own business funds, and I havent seen any profit or adequate service in this process. I requested multiple times to speak with a supervisor, but they told me there was no one else to talk to. At this point, I cannot receive a refund because they stated that we have only been working with them for a short period and it was not enough to show progress. initially they told us we were going to be seeing sales by the first month od advertising. It feels as though they are scamming small businesses while disguising it as marketing.

  Business Response

  Date: 02/25/2025

  Hello,

  
  Thank you for reaching out and sharing your concerns. We understand how important this is.

  
  We are more than happy to get on a call with you to discuss your experience and explore ways we can work through this together. We know that you took out a loan to cover the content costs, which we fully understand, and weve made sure to fulfill our commitment by creating the content we were confident in. Were also more than willing and have offered to create additional videos and make adjustments to support your marketing efforts.

  
  However, its important to note that without a sustainable marketing budget, it can be difficult to drive the results youre hoping for, as the scope of advertising and promotional efforts is somewhat limited. Weve done everything as agreed upon, and while results and timelines can vary, please know that were just as committed to achieving success for your business as you are.

  
  Were on your team and want to see your business thrive. Lets get on a call and try to find a way forward that can help you reach your goals.

  
  Looking forward to speaking soon.

  Customer Answer

  Date: 02/27/2025

  Good afternoon, I Dont believe that the conversation will go anywhere. We have talked before and he has done nothing but waste our time and not working on ads or content for our business. Im unsure of how to proceed but I would like for you to hear how everything took place. 

  Customer Answer

  Date: 03/15/2025

  Good afternoon. I previously mentioned that I attempted to communicate with the company myself, but they refused to provide any form of refund. I also doubt that a conversation with a mediator will be effective. However, I am willing to speak with the BBB representative involved for the mediator involved to gain a better understanding of how the entire company operates.

• Initial Complaint

  Date:01/24/2025

  Type:Customer Service 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 hired this company to help with social media on tiktok to aid in spreading the word about my business and gain business which they promised I would see value in the first few weeks. I went around and around with them and their unfollowed through results. Their was always hangups with video tapers, they didn't respond and finally after 7 months someone was responding pretty often but never had anything they could solve for me. I hired them to do the advertising but they kept putting every step on me when they finally could do something. It was such a headache I stopped services. Not one gained customer after 8 months. I should have pulled the plug sooner.

  Business Response

  Date: 01/25/2025

  Hi *****, 

  We understand how important this is and want to ensure you are taken care of right away. We take immense passion in our work and delivering for all clients so we want to make sure we address each of your concerns and resolve them, if not done already. 
  
  Please let us know when we could get on a call with you to address this directly and efficiently. 
  
  Thank you

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22853176
  
  I am rejecting this response because: Is this call in regards to a refund? If so Id love to chat. If its to talk me into more services again, like the ones requested prior I dont want YOUR services anymore. 8 months was enough time.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/03/2025

  Hi *****, 
  We understand how important this is and want to ensure you are taken care of right away. We take immense passion in our work and delivering for all clients so we want to make sure we address each of your concerns and resolve them, if not done already. 
  
  Please let us know when we could get on a call with you to address this directly and efficiently. 
  
  Thank you

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22853176
  
  I am rejecting this response because: Again, if its not a refund Im not interested in another call to do more services. Ive already had the apology well do better calls, Im moving on.  You have my contact information, you can email or call for a connection this Wednesday.
  

   

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

• Initial Complaint

  Date:01/06/2025

  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.

  This company breached their contract, did not deliver services, and has falsely advertised their capabilities. They promise satisfaction guarantee or they don't make a *****, but they cannot deliver. A refund was requested, and they refused.

  Business Response

  Date: 01/13/2025

  Hi there, 
  

  We would love to work this out with you and have been trying to do so. We have active communication via text message at the moment so we will continue to respond to you there. 
  

  Rest assured, you have and will, always received the services you paid for. 
  

  Thank you!

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22775592
  
  I am rejecting this response because: They have not delivered as indicated on the response.  The "content" supposedly delivered was not complete and/or approved.  We have requested a refund to avoid legal action and they have denied multiple times.  Communication has been attached
  
  Sincerely,
  
  Kel Brand

  Business Response

  Date: 01/17/2025

  Hello,

  We would like to re-emphasize that we are truly trying to work out a fair and mutually beneficial resolution with you. We understand your request and are fully committed to finding a solution that is fair and meets both of our expectations.

  To that end, we would love the opportunity to hop on a call and discuss this further in order to clear up everything and work towards an amicable and fair outcome.

  Please let us know a convenient time for you to speak, and we will do our best to accommodate.

  Best regards
  

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22775592
  
  I am rejecting this response because: We have had multiple calls, email and text communications.  We asked to cancel services months ago.  Tokmedia was given more time to rectify and they couldn't fulfill their obligations or meet our needs.

  We ask for a refund based on their advertisement of "only if it works we would be compensated." It has not worked and Tokmedia was already compensated.  

  A refund should be processed.  

  Sincerely,
  
  Kel Brand

  Customer Answer

  Date: 02/18/2025

  Tokmedia and our company have reached an agreement and resolved the issues. This serves as a formal request for the removal of the review from the BBB website.

   

• Initial Complaint

  Date:11/27/2024

  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.

  This coming scammed me for marketing ***** they never did 1 ad I have reached out since May they won't refunde

  Business Response

  Date: 12/03/2024

  Dear *****,

  Thank you for reaching out and sharing your concerns. We truly value your business and want to ensure we can find a resolution that works for you.
  

  To clarify a quick point, we began running ads for your campaign back on August 20th. The ads were successfully launched at that time, and we have been actively working on your project since then. However, there have been some delays on your side related to the TikTok shop product information, which has impacted the next steps of our campaign. While we are not in control of these delays, we fully understand that you may be busy, and we're here to support you in getting things back on track.

  Weve reached out to you via text to address your concerns and find a way forward, but we havent heard back yet. If you could please take a moment to respond to those text messages, were committed to resolving this and ensuring your satisfaction. Looking forward to hearing from you soon.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22613323
  
  I am rejecting this response because: ************ has done nothing for the money I paid they promised they would create a video and do tik tok advertising to lead customers toy Poshmark none of that was done at all I got no service for what I paid for over months of dealing with this company. No sales no ******** ads no nothing they are a sham no results at all. I will accept a refund and that's it for service that I never got time wasted and money lost die to time loss of your company failure to market my company for what I paid. I will continue legal action I have reached out to attorney general ****** ***** for legal action
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/16/2024

  Hi *****, 

  We are here to support you and address this issue with you directly. We have made attempts to contact you and find an amicable resolution.

  We are 100% available and open to hopping on a call with you and working out a resolution. We can assure you, you have and never will be scammed.

  We are a pretty large company and have thousands of successful clients.

  Please let us know and confirm the phone number in which we can contact you on so we can arrange this phone call.

  Thank you

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22613323
  
  I am rejecting this response because: ************ is liars they say hop on a call I have talked with that liar **** the owner he been promising results since he took my money he does not follow through with anything the proof is they have not done anything or 1 sale or ANYTHING BBB isn't doing anything either I have reached out to the attorney general of Florida to get results I'm also working with a lawyer this company treats the little people like garbage ??? They sham thousands of people that's what they do their comments are turned off on their platforms there is so many complaints 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 12/26/2024

  I have so many screenshots of months of them tossing me from person to person in their sham company with NO results no help they didn't do anything 

  Business Response

  Date: 12/27/2024

  Hi *****,

  Were committed to supporting you and resolving this matter directly. Weve made several attempts to reach out and find an amicable solution.
  

  We are fully available and open to a call to discuss this further and ensure everything is cleared up. Rest assured, we take pride in maintaining a trustworthy and transparent relationship with all our clients, and you have never been and will never be scammed by us.
  

  As a large company with many satisfied clients, we are confident we can work this out.
  

  Please let us know the best phone number to reach you so we can schedule a call at your convenience.

• Initial Complaint

  Date:11/25/2024

  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.

  This company is a complete scam. They stole $2100 in exchange for 4 missed meetings. There needs to be a serious investigation done in ******.

  Business Response

  Date: 11/25/2024

  Dear *******,
  
  We take review like this very seriously so we wanted to clarify everything ASAP. We are genuinely confused by your recent complaint. We onboarded you just 3 days ago and successfully added you to our Slack channel. A call with ***** was scheduled for today. He confirmed and waited for 15 minutes for you to join the call. Additionally, ***** even reached out in the Slack channel to confirm the meeting was still set, as per the usual process.
  
  All related evidence, including screenshots and communication logs, can be found in this ****** Drive folder: ***************************************************************************************
  
  We want to make sure we address this matter fully and to your satisfaction. Could you please respond in the Slack channel so that we can promptly reschedule the call? We want to emphasize that you did not get scammed. That is not who we are and we have done nothing wrong here. We are assuming you just had some confusion about when the call was.
  
  We look forward to hearing from you and having that call again. Thanks!
  

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22603076
  
  I am rejecting this response because:

  Correct on one account. For 3 days straight youve rejected my request for the $2100 refund. Youve done nothing for me! Send the refund!

  The rest is misinformation.

  Sincerely,
  
  ******* S

  Business Response

  Date: 11/25/2024

  Hi there *******, 

  We truly do care about our partners and clients so we want to ensure that your request/concern is directly handled. Unfortunately, this isn't something that can be done through online messaging. We can absolutely go ahead and get a call scheduled, where we can talk about possible resolutions, including the request that you made.

  If you could kindly send a message in the Slack channel - this way we can go ahead and proceed with doing so, we would greatly appreciate it. Thank you and talk soon.
  

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22603076
  
  I am rejecting this response because:

  Ive tried to talk on the phone to multiple people. Ive been ignored for 3 days. When I did get through Day 1 all I got was lies and manipulation. If you were a genuine business you would have refunded me day 1 like I asked. However since you are nothing more than a scam. Youre refusing endlessly to refund me my money that youve done nothing to deserve. Prove your legitimacy and send me my money back. That is the only resolution. I do not have a slack app. I deleted it after I was ignored for 3 days on it. I will ask again plainly and clearly. Please refund me my $2100 and delete my account.

  
  Sincerely,
  
  ******* S

• Initial Complaint

  Date:11/19/2024

  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 signed up with this business on 8/27/24 in the amount of $2175.00 for 3 mos. The deal that was agreed upon was that they would help me grow my TikTok business. The way our agreement was to work is that they would grow sales through an affiliate program, helping to increase customers and awareness of my brand for Black Friday and Holiday sales.. ***** explained that they work with a group of affiliates that are in contract with them. They have thousands so he couldn't send them to me to review prior, but I was guaranteed to have affiliates who would fit the demographic of my brand (young, fit) to help promote my feminine, edgy sportswear brand. I was promised these people have an agreement already with TokMedia and that they are "motivated" to do sales, will follow the pitch TokMedia provides, so the extra work would be taken out of trying to find affiliates myself. Once I paid, I was assigned a woman the first week. She said she would get me a list of affiliates and then left the country for vacation that week. I was patient waiting for her return. I contacted her on 9/6 for updates and she said she would send something over, then on 9/11 I had to reach out again. Still nothing. Then on 9/17 I heard that she had a "family emergency" after I had to start reaching out to the managers who ignored me. It was ***** who finally responded and asked **** to respond. She finally sent me an affiliate sheet. However, the affiliates were not my demographic at all...none were in fitness and even one was a grandmother! After that they reassigned me to ***** *******. He was very responsive at first, but again did not give me an updated list and talked me into "pitching" to these affiliates-something I thought they would take care of. However, I did it and did not get any responses. Ever since then, they have *** blowing me off, saying they would get an updated list...and basically today I still don't have one affiliate. They continue to ghost me.

  Business Response

  Date: 11/21/2024

  Thank you for reaching out and sharing your concerns. I want to start by sincerely apologizing for the frustration you've experienced. We deeply value your business, and I assure you we are not ignoring you or your needs.

  We understand that the initial communication and follow-through did not meet your expectations. I can see that we have been actively communicating with you via Slack recently, and we also sent you a Calendly link this morning to schedule a call where we can discuss your experience in full and ensure that we align on next steps. We are committed to not only meeting but exceeding your expectations moving forward, and were eager to address the issues you've raised.

  Regarding the affiliate list, I understand the frustration of receiving affiliates that did not align with your brands demographic. While there were delays early on due to unforeseen circumstances, we have been working diligently behind the scenes to find the right affiliates for your business. The intent was always to provide a curated list of motivated and relevant affiliates who would be aligned with your goals. We're truly sorry that the previous lists didnt meet your expectations.

  Please know that we are still actively working to get the right partners for you, and were committed to doing so with the utmost urgency. We understand the importance of this time, particularly with Black Friday and the holiday season approaching, and we will do everything in our power to deliver on our promises. I encourage you to book a time with us through the Calendly link we shared so we can have a thorough call and discuss your needs in more detail.

  We truly appreciate your patience and are dedicated to resolving these issues so that we can move forward in a way that better aligns with your expectations. Thank you again for your understanding, and we look forward to reconnecting soon.
  

  Best regards
  

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22579780
  
  I am rejecting this response because:

  The whole premise of the deal this company offered was that they have an "affiliate" program of "thousands" of eager affiliates that work with them and that they would guarantee great content and I would be able to post 100 videos by the time our offer expired, which is in a few days.  They also promised within 1 week, I would have a list of affiliates, which never happened. It has been 3 mos, and still nothing. They did not live up to their promise, weren't even able to offer ONE affiliate and now Black Friday is next week and I have not only missed a huge opportunity, which is costing me money, but I am out over $2,000 for absolutely nothing.  They don't respond to my communication in Slack (except to say they are "actively working on the list" sporadically) and when I ask to talk to the manager, and to set up meetings, they don't respond.  Only when I filed this complaint has the manager reached out to ask me to set up a meeting.  This is completely unacceptable.  As a business owner, if I don't meet or exceed expectations, I will gladly offer a refund.  It is only fair that I get refunded the money I paid, as I have not received a service at all.  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 11/25/2024

  Thank you for sharing your concerns. We want to reassure you that we are 100% committed to making things right and will do everything we can to address your concerns.
  We take your feedback seriously and understand that we have not met your expectations. We're 100% always open to working things out and ensuring our clients and partners are fully taken care of. To that end, we would like to schedule a call with you to discuss the issues you've raised, explore possible solutions, and determine how we can move forward in a way that works for you.
  
  Please let us know a convenient time for you to connect, and we will make it a priority to address everything and find a resolution. We look forward to speaking with you soon.

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22579780
  
  I am rejecting this response because:

  I am formally refusing acceptance of the agreement for the services promised to me and requesting a full refund of the $2,175 I paid for these services, as I feel that is the only fair resolution.
  As you are aware, I paid for a service that was to provide me with a list of affiliatesallegedly thousands of themto help create up to 100 videos by Black Friday. Despite having three months to deliver on this agreement, Tok Media failed to provide the promised affiliate list, nor did they deliver the videos or any reasonable alternative that met the terms of our arrangement.
  When I first raised this issue in October, I filed a complaint with ******, which was denied. The response from TokMedia was the same at that time as it is now.  They stated they took my concerns seriously and would make fix the matter.  After that, I reluctantly worked with a new lead representative, hoping the situation would improve. Despite promises of a better list of affiliates and further assistance, I ultimately received no meaningful support. Worse still, I was expected to pitch affiliates on my own, a task I can easily handle through free programs such as TikTok's Affiliate Program. This negates the need for any paid service.
  As of now, with Black Friday approaching, I have not secured a single affiliate through your service, nor have I received even a fraction of the promised 100 videos. I believe a business should stand behind its products and services, and when it fails to deliver, the customer should not be financially liable for those unmet promises.
  Given the lack of any delivered service, the time and money I have lost, and the fact that I have had to handle tasks on my own that were supposed to be provided by your company, I respectfully request a full refund of the $2,175 I paid.

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

• Initial Complaint

  Date:11/14/2024

  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.

  Complaint Against Tok Media My experience with Tok Media has been horrendous from start to finish. I signed a contract with Tok Media with clear promises of services that were crucial for my business growth. They claimed they would provide comprehensive support, including 60 days of consulting, weekly strategy calls, guidance with web design and TikTok ads, and a TikTok Shop Affiliate/Influencer Package that promised 100 videos from 50 creators.Instead, Tok Media has failed to deliver on almost every commitment. I received only a partial list of creators (40), many of whom were unqualified or unreachablesome had multiple addresses, and others no longer had active accounts. I only received two strategy calls with them, with little to no follow-up or support as outlined in our agreement. Attempts to get timely assistance or clarify issues were met with unresponsive or delayed communication, further impeding any chance of achieving the promised ********** addition to my own negative experience, I have spoken with countless others who have also been misled, overpromised, and underserved by Tok Media. Their practices seem more in line with a scam than a legitimate marketing agency, as they consistently take funds without delivering the contracted services. Tok Media is misleading consumers with false promises, and their business practices are deceptive and unethical.This agency has caused me significant financial loss and wasted valuable time. I would rate Tok Media a zero out of 10 and strongly urge others not to engage with this company. They should not be operating as a legitimate business given their pattern of unfulfilled promises and lack of accountability.Desired Resolution: I am seeking a full refund for the services that were not delivered and to see Tok Media held accountable to prevent others from facing similar experiences.

  Business Response

  Date: 11/14/2024

  Dear *****,
  
  Thank you for taking the time to share your experience. We are genuinely sorry to hear about the issues you've faced with our services, and we take your concerns very seriously.
  
  First, we want to sincerely apologize for the delay in fulfilling some of the commitments outlined in your contract, particularly around the TikTok videos, strategy calls, and influencer outreach. We understand how important these services are for the growth of your business, and we regret that we haven't met your expectations.
  
  Regarding the influencer videos, we are actively working on finalizing the content with the creators you selected. Unfortunately, some delays have occurred, but we want to reassure you that we are pushing to get these videos delivered as quickly as possible. We're committed to making sure the 100 videos from 50 creators are completed and delivered to you.
  
  We also acknowledge the shortcomings in communication and follow-up on the strategy calls. This is not the standard of service we aim to provide, and we apologize for the lack of timely support. To make it right, we are extending your 60-day consulting period free of charge, so you'll have continued support from our team to address any remaining questions or concerns you may have.
  
  We will be reaching out to you today directly to resolve the situation and ensure that you're fully taken care of. We are committed to addressing your concerns and making sure you receive the services you were promised.
  
  Thank you for your patience, and again, we apologize for the inconvenience this has caused. We are dedicated to resolving this and appreciate the opportunity to correct the issues.

  Customer Answer

  Date: 11/18/2024

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

• Initial Complaint

  Date:11/13/2024

  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.

  for their failure to deliver services as agreed upon in a paid marketing contract. Despite full payment and repeated follow-ups, TokMedia has not provided the services outlined in our agreement, nor have they responded satisfactorily to our inquiries.On September 20, 2024, Welozone made a payment of $5,000 to TokMedia for a comprehensive marketing package, which included:1. Delivery of advertising material tailored for TikTok ads.2. A professional review and optimization of our TikTok seller account.3. Promotion of our products through TokMedias network of affiliate marketers.4. Management of our TikTok ad spending by an ********* date, none of these services have been delivered, nor has TokMedia provided any indication of when they would commence. I have attempted multiple times to contact them for updates and assistance, but their responses have been vague and non-committal, often promising action that never materializes. In conclusion, to date, there has been no concrete execution of any agreed-upon services

  Business Response

  Date: 11/13/2024

  Dear *******,
  
  Thank you for your feedback, and were sorry to hear about your concerns. We would like to take this opportunity to clarify the timeline and services provided, as we believe there may have been some misunderstandings.
  
  Firstly, we want to emphasize that all services outlined in the contract were in fact delivered. On **September 20th**, we created and delivered the scripts for the TikTok ads, which were approved. Following that, on **September 25th**, all actors and necessary information was provided and approved, allowing us to proceed. 
  
  We then delivered the **initial ads on October 7th**, which you confirmed with a Good to go! message. Afterward, we did some troubleshooting to get your TikTok ad account fully set up, which we successfully resolved. The ads were launched on **October 18th**, and we continued to send you **ad metrics updates** over the following days.
  
  Shortly after these updates, we received your request to pause the ads, right around the time we were initiating some initial optimizations and pivots to further refine the campaign. At that point, all agreed-upon services had been delivered as per the contract.
  
  We acknowledge that communication is important at all times and we did speak with you yesterday over a ****** Meet. We were and are committed to ensuring that your concerns are addressed. Please know that we are doing everything possible to support you moving forward, and we remain dedicated to meeting your expectations.
  
  We hope this clears up any confusion, and we truly hope to continue working together as we see so much potential here!
  

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22549499

   

  Clarification on the Timeline and Services
  
  I am rejecting this response because:

   

  Thank you for your response. However, I would like to clarify a few points, as there seem to be significant inaccuracies in the timeline and services you outlined.
  
  We never received any script, neither on September 25 nor to date. This means that TokMedia never delivered a proposed script for the TikTok ads.
  No actors were ever provided or approved. On the contrary, I am attaching a screenshot showing that on October 22, a TokMedia employee informed us that they were still waiting for the recruiting team to propose creators. This was nearly a month after your initial timeline, and not even one of the ******************************************** selected.
  No ads were ever delivered. To this day, Welozone has not received a single advertising piece from TokMedia. If these ads do exist, we would like to see them, as they were never sent to us.
  No ads were ever launched on our TikTok account. I am attaching a screenshot from our TikTok Seller account, which clearly shows that no campaigns or ads were ever created or run.
  No one from our team asked you to pause any campaigns, as there were no campaigns to pause.
  Regarding the ****** Meet you mentioned, I am not aware of any such meeting. To my knowledge, no one from the ******* team has had a ****** Meet with you in the last two weeks.
  I hope this clarifies the situation from our side. Please let me know if you require further clarification.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 11/15/2024

  Dear *******,
  
  We recognize the importance of this matter, and in order to save time and address it promptly, we will contact you directly at your number as soon as possible. 
  
  Thank you, and we look forward to speaking with you soon.
  
  Best regards

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22549499
  
  We kindly inform you that we do not accept the response provided, as we have addressed this matter on several occasions, and the agreements reached have consistently been breached. We respectfully request that all communication be conducted through this platform and that a detailed response be provided to all the requests submitted. Additionally, we require documented evidence of the services claimed to have been rendered.
  Thank you for your attention to this matter.

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

  Business Response

  Date: 11/18/2024

  Dear *******,
  
  We just wanted to follow up here and re-assure our effort to provide support and resolve your concerns. We recognize the importance of this matter, and in order to save time and address it promptly, we ask to speak with you directly at your number on file. 
  
  Thank you
  
  Best regards