Brand Tok faces backlash over alleged undelivered videos

Several clients of local marketing agency BrandTok have taken to social media with allegations that they paid for video packages which were not delivered as promised.

- Hedy Khoo

The online controversy began brewing on May 11, when the owner of online business Kaise, which sells Muslimah shawls, posted a video about her experience engaging the agency.

Speaking to The Straits Times, Ms Noor Shazniah Rahmat, 39, said she paid $8,800 on Dec 22, 2025, for a production package comprising 20 content videos and three additional free videos to be completed in January 2026.

Only seven videos had been delivered by March, which she used on her TikTok and Instagram accounts (@kaise.store).

She began chasing BrandTok and its owner, Mr Sam Heedy, for the outstanding videos from March 31, before asking for a prorated refund of $5,720 on April 28 for the 13 undelivered paid videos.

Ms Noor said she has not received a refund and posted about her experience on May 11 to warn other business owners to exercise caution when engaging any company for services.

“Mine is a cautionary tale,” she said, adding that businesses should avoid making full lump-sum payments upfront.

SPATE OF VIDEOS

Other videos soon followed.

Mr Vincent Pang, 39, owner of Thai restaurant Im Jai By Pun Im, posted his own video on Instagram at 2am on May 14 about his experience with BrandTok.

He said he engaged the agency in June 2025 after seeing its advertisements featuring the success of Kucina Italian Restaurant, and paid the full sum of $25,000 upfront for a package of 60 videos over three months. Mr Pang had hoped the campaign would help drive traffic to his 42-seat restaurant, which opened on April 1, 2025.

He claimed he received only six videos from three shoots between June and August 2025, and had to edit grammatical errors, spelling mistakes and subtitles himself. He filed a claim with the Small Claims Tribunals on Sept 14, 2025, and received a default judgment on Oct 23, 2025, for BrandTok to pay him $20,612.42 by Nov 24, 2025.