ComplaintsforSKW Extensions

• Initial Complaint

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered hair extensions on February 10th 2024. Usually I get a confirmation email right away in the inbox. For whatever reason it went to my junk mail which didn’t concern me. Usually I get the hair I ordered within a week 10 business days at the latest. That being said when the two week mark hit i reached out to the SKW company asking where my order was… I did receive an email two days later stating they are sorry for the delay and they will have the hair shipped out by the end of the week. That was two weeks ago now…. I send another email on Friday and it’s now Monday and haven’t heard back from them this time. We are coming up on a month now and still no hair! So tonight I figured can’t hurt to check and see if there’s a phone number to call ins to ad and now the website is saying coming soon. The hair cost $396.00 that my client has paid for because of course the payment went right through like normal. I am hoping my client can’t at least get her money back!

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 20th 2021, I paid $2200.00 to SKW extensions to learn an IN-PERSON extension method. They were scheduled to come Nov 15th 2021. They never showed up and cancelled last minute and told the salon where the training was to be held, it would be rescheduled. They told us our training would be via a course online through an app until further notice. I finished the course with 0 guidance, although the course was described as a hands-on training by Sarah. I began having issues with this method and reached out to the owner Sarah Wilks and it took her months to respond with "It's hard to tell". Which left me with 0 answers. In February she told the salon she would no longer be coming. She promised me a refund for the difference of online vs in person training in March if I cancelled the dispute with my bank, because at this point I never even recieved a certificate for the training. So, immediately she sent out a training certificate and begged me to cancel my dispute. It is now almost June and I have never seen the money. The App is now locked and closed down so the course is now not even available any more like it was promised. Also, it states on her website that you must be a licensed cosmetologist to take any of her extension method courses, I am only a cosmetology student. Also, I emailed TIm and his wife to inform them I have reopened my dispute because it has been a complete lie since October about this course, refunds, in person training, them allowing a student after they said only licensed cosmetologists and now taking down all their training. Within 5 min Tim Wilks called me screaming saying his app and the platform method is I quote * * **** *****. I was shocked he said these words to me. He yelled at me for 7min stating that he is not refunding me because I opened a dispute months ago and that is my own fault.

  Business response

  06/01/2022

  To whom it may concern:
  
  This issue has already been resolved through the Better Business Bureau, please to refer to our last 2 (and only) complaints from the same exact salon referring to the same exact instance:  Case ID # 1*******.  This is simply another stylist now slapping her name on it and calling it something different because she disrespectfully refuses to accept the mediated outcome reached through the Better Business Bureau. 
  
  To reiterate, we have excellent customer relations and have THOUSANDS of happy customers, students, and educators around the country to support this.  We are here to serve others to the best of our ability and take great pride in all that we have been able to accomplish for ourselves and others over the years.
  
  We will not, however, back down to the incessant harassment of the salon owner and her stylists slandering our brand and trying to scam us out of MORE money.  We have been more than patient and have made exceptions for this salon in ways that we have never had to make for any of our other students.  They have created amongst themselves an aggressively toxic work environment, persistently harass our company, and their business license should be revoked immediately. In all honesty, we should be the ones submitting a complaint to the BBB.
  
  We are no longer willing to respond to this matter through whatever channel this particular group of women want to attack us through.  We refuse to dignify them with another response.  They have wasted a tremendous amount of our ***e and energy.
  
  They have attempted this scam through ******, and ****** has, after thorough investigation, unsurprisingly, also ruled in our favor.
  
  IF THIS HARASSMENT PERSISTS, OUR ATTOURNEYS ARE PREPARED TO TAKE LEGAL ACTION.
  
  To address this issue formally through the BBB now for the third ***e for this singular group: 
  
  Before the class began, each individual stylist was given basic, specific, and easy to understand instructions on the courses of action he/she needed to take in order to successfully complete the course, as well as what channels of communication to use for support.  On a large scale with this particular group, these instructions were completely ignored.  That we have no control of.  We are and act as professionals and expect as much from our students.  They do, after all, indirectly represent us and our brand once they become SKW certified stylists and employ our method.  We go out of our way to offer support when needed, but admittedly, we do not “hand-hold” our students and should not have to. We assume they are professionals and they should act accordingly.  Again, this has never been an issue with us as a company until dealing with this one select group of individuals.
  
  If you take a course in college, you do not get a refund because you didn’t follow the syllabus or didn’t pass the course because you found it too difficult for the level of effort you were willing contribute.
  
  We are not a “Pay for your Degree” institution.  We hold exceptionally high standards of quality from our stylists and his/her work.  We can only motivate students to a certain degree, they must put forth some actual effort on their own.  It was made clear early in the course that many of the individuals employed through this salon simply wanted to pay for certification and the ability to slap his/her name on our work.  We are a highly respected company for NOT operating in this manner.
  
  Salon owner claims communication failure to all stylists.  This is simply incorrect and a blatant lie.  The door of communication was continuously open to her and all her salon stylists through a variety of channels.  They were in direct contact with ***** *** *** and other employees of SKW through phone, text, and email, submitting assignments, asking questions, and receiving feedback.  This complaint blatantly contradicts the physical proof that the original complainer herself provided in the prior case.
  
  Due to ***** bout with COVID, we were forced to reschedule the originally proposed in-person portion of the training course.  We spoke with the salon owner who assumed responsibility for getting with her employees and coming up with a date out of numerous dates we proposed, to tell us what would work with their schedule, and it was in fact her lack in communication and follow through that was the issue.  Once we finally heard back from the salon owner, it was apparent that due to the inflexible nature of their schedules, no date could be agreed upon.  Again, they were offered MULTIPLE dates, and they couldn’t make ANY of them work.
  
  Finally, let it be understood that the course we are referring to in this complaint is primarily VIRTUAL (taken online through video access, access to the app, email communications, etc...  I cannot stress that enough.  The in-person portion would, in my best es***ate, account for 3-4% of the overall course.  This is made clear to anyone who purchases admission.  This individual stylist and salon owner are seeking full refund for missing out on roughly 3-4% of the course, and they are missing out on that portion to their own accord.  If that doesn’t throw up some red flags, I don’t know what would.
  
  These stylists received access to the training videos, the supply kits, our educational app, as well as feedback from the creator of SKW herself.  And now these three want their money back?
  And they want it back because they couldn’t come up with a date they could all agree on?
  
  I simply don’t have words.
  
  I apologize for this utter nonsense on the behalf of the individuals responsible for wasting our ***e.
  
  They will, however, waste no more of ours.
  
  We welcome the BBB to post this reply publicly on your page as a warning to others from doing business with Root’d Salon in Puyallup, Washington.
  
  To address L******* ******** specifically, there is not a word of truth in your complaint beyond the first 2 sentences.  Where you weren’t putting a crooked slant on the truth, you stripped words from there context and in most instances, blatantly lied.  I was present for your phone call with ***.  I know exactly what was said.  Contrary to one of your false claims, we do allow students who are nearing completion of their cosmetology certificate to enroll in the course.
  ******, you are just one student.  We do not need your money, nobody “begged” you for anything.  It’s simply a matter of ethics and principle.  You are not going to take advantage of us because you failed at our method where thousands of others have succeeded.
  
  Again, before closing, we would like to reiterate directly to ******* ********** ****** ******** ****** ********* and any other of your cohorts or pseudonyms you attack us under.  Not only are we warning you that we are prepared to take legal action, but that we would be more than happy to do so. Not only for the relentless harassment, defamation of character, and multiple attempts to scam us out of money, but also compensation for the ***e and energy you have stolen from us.
  
  
  Best Regards,
  
  SKW
  
  

  Customer response

  06/02/2022

   I am rejecting this response because:
  You promised to pay me the difference for the in person class vs the virtual class. You also claimed I "DID AMAZING" yet none of my clients extensions are lasting with this method. You then closed down your app so I NO LONGER have access to the "VIRTUAL TRAINING" that I paid for. REMEMBER the and I QUOTE "97% is virtual" then where is the access to the virtual training? Oh it doesn't exist, because you literally SHUT THE APP DOWN because your husband Tim, told me on the phone "IT IS SHIT" I have emails and proof of you stating you would pay me the difference as long as I closed my dispute with my bank, yet 8 months later I have not recieved anything from you or your company! I am not affiliated with the salon for the 10th time. I am a cosmetology student and I have screen shots in your Q&A sections stating you must be a LICENSED COSMETOLOGIST TO ATTEND YOUR COURSE. YOU literally said in an EMAIL and I QUOTE, "TIM WILL SEND YOU A CHECK" back in March it is JUNE and I still have not recieved a check in the mail. Look at the 3 pictures I attached in the original post. which are emails from you. AND a picture of your app that is no longer accessible although I paid for it, so what did I pay for ? Literally you scammed me. 
  

  Business response

  06/02/2022

  You said it yourself ******, "8 months later." It's ***e to put this matter to rest. You were given everything you were promised and more i.e., a kit with all the materials/tools to properly learn the method, an skw strands brush, color ring, skw extensions tote, 4 wefts of practice hair from our own line of hair, access to all of our training videos, an skw extensions certificate of completion. As ***** stated, you did a stellar job on your installs! If the method isn't working it's because it is not being installed correctly. Yes the app is no longer up and running, but it is not because *** ** ****** It was shut down for business reasons that do not concern you! You were given all the training videos via email for troubleshooting and/or additional practice. These are the same videos that were accessible on the app. 

  Like *** calmly told you on the phone, he didn't issue a refund because you prematurely filed a claim with PayPal. Once PayPal denied your dispute, you proceeded to file another claim...this ***e through your own financial institution. Those funds were just returned to us last week because it can take up to 75 days for a claim to be completed. We did not "beg" you to drop the dispute but asked you to contact your bank to have the dispute withdrawn. *** was not "screaming" at you on the phone. He did, however, have to raise his voice because your child was screaming in the background and it was very difficult to hear the conversation. You have taken ***'s comment "shit show" completely out of context. He was not referring to the method at all! He was stating how difficult it had been to try and reschedule a class with the salon. They were being very uncooperative! 

  As far as being a cosmetology student, some states don't require a license to install hair extensions. So generally, we do prefer those taking the course to be licensed or at least in cosmetology school. 

  SKW Extensions, is at no fault and did not "scam" you. Best wishes!

   

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On sept 15th I set up an in person educational event in my hair studio with ***** ****** Owner, SKW extensions to be set on Nov 14. This education event was open to the general public who are licensed stylists. The ticketed amount would include partial online training and in person training was for hands on to fine tune the technique of extensions and trouble shoot any areas the stylists may have. Prior to scheduling i was insured the stylists didn't have to be advanced in extensions training. We began selling tickets which was ran thru SKW I was just the hosts salon. Not receiving any funds from the students. Several of the stylists who are independent contractors in my studio signed up as well as a few others within the community. During the time before the in person training ***** failed to communicate with all stylists. Because these stylists didn't have previous training they didn't have extension kits. ***** agreed to send kits free of charge. Only sending those to provide for my studio. But later telling stylists they were sent to me when they were not. On Nov 9 she reached out that her husband had covid and class would need to be postponed. I reached out to let the students know. I never heard anything back nor did any of the students. Having them continuously call my studio being upset because of spending $2200 on tickets. They sent in the homework and requirements but didn't hear from them. Finally in Jan, after stylists reached out to them. ****** husband *** contacted me via phone and agreed of their poor communication skills and it would be best to just cancel the class and do partial refunds of half the ticketed amount. He agreed to contact them each directly. I assured I was not the middle man. They still did not hear from them. As they were all upset, I told them to contact them directly. I feel like this company scammed several students and my studio alot of $. This has created much stress on my business and the community.

  Business response

  03/21/2022

  To whom it may concern:
  
  This issue has already been resolved through the Better Business Bureau, please refer to our last (and only) complaint:  Case ID # ********.  This is simply the salon owner now slapping her name on it and calling it something different because they disrespectfully refuse to accept the mediated outcome reached through the Better Business Bureau.  Please note that ****** ******* works at said salon.
  
  To reiterate, we have excellent customer relations and have THOUSANDS of happy consumers, students, and educators to confirm.  We are here to serve others to the best of our ability and take pride in all that we have been able to accomplish for ourselves and others over the years.
  
  We will not, however, back down to the egregious harassment of this salon owner and her stylists trying to scam us out of MORE money.  We have been more than patient and have made exceptions for this salon in ways that we have never had to make for any of our other students.  They have created an aggressively toxic work environment in their salon, persistently harassed our company, and their business license should be dissolved immediately. We should be the ones submitting a complaint to the BBB.
  
  We are no longer willing to respond to this matter through whatever channel these women want to attack us through.  We refuse to dignify them with another response.  They have wasted a tremendous amount of our time and energy.
  
  They have attempted this scam through PayPal, and PayPal has, after thorough investigation, unsurprisingly, also ruled in our favor.
  
  IF THIS HARASSMENT PERSISTS, OUR ATTORNEYS OUR PREPARED TO TAKE LEGAL ACTION.
  
  To address this issue formally through the BBB now for the third time:
  
  Before the class began, each individual stylist was given basic, specific, and easy to understand instructions on the courses of action he/she needed to take in order to successfully complete the course, as well as what methods to us to properly communicate with us.  On a large scale with this particular group, these instructions were completely ignored.  That we have no control of.  We are and act as professionals and expect as much from our students.  They do, indirectly, represent us and our brand once they become SKW certified stylists and employ our method.  We go out of our way to offer support when needed but admittedly, we do not “hand-hold” our students and do not feel the need to.  This has never been an issue with us as a company until dealing with this select group of individuals.
  
  If you take a course in college, you do not get a refund because you didn’t follow the syllabus or didn’t pass the course because you found it too difficult for the level of effort you were willing give.
  
  We are not a “Pay for your Degree” institution.  We hold exceptionally high standards of quality from our stylists and their work.  We can only motivate students to a certain degree, they must put forth some actual effort on their own.  It was made clear early in the course that many of the individuals employed through this salon simply wanted to pay for certification and the ability to put our name on their work.  We are a highly respected company for NOT operating this way.
  
  Salon owner claims communication failure to all stylists.  This is simply incorrect and a blatant lie.  The door of communication was continuously open to her and all her salon stylists through a variety of channels.  They were in direct contact with ***** and *** and other employees of SKW through phone, text, and email, submitting assignments, asking questions, and receiving feedback.  This complaint blatantly contradicts the physical proof that the original complainer herself provided in the prior case.
  
  Salon owner claims that she only received enough kits (tools and supplies needed for class) for her stylists but not the other stylist in the class.  This is false.  Per protocol, all kits are sent to the hosting salon prior to class start date.  All kits were sent to her, and if we want to get down to “brass tax,” we can provide documentation verifying the weight of the package delivered and measure that against the weight of our kits.  This is a nonsense claim.  Furthermore, how were these students able to submit their work to us through their assignments without having the necessary tools.  Ludicrous.
  
  Salon owner claims that *** “agreed of their (his own) poor communication skills” is a joke.  I know and have worked with *** for years.  I would describe his communication skills as meticulous and thorough.
  
  Due to ***** bout with COVID, we were forced to reschedule the originally proposed in-person portion of the training course.  We spoke with the salon owner who assumed responsibility for getting with her employees and coming up with a date out of numerous dates we proposed, to tell us what would work with their schedule, and it was in fact her lack in communication and follow through that was the issue.  Once we finally heard back from the salon owner, it was apparent that due to the inflexible nature of their schedules, no date could be agreed upon.  Again, they were offered MULTIPLE dates, and they couldn’t make ANY of them work.
  
  Finally, let it be understood that the course we are referring to in this complaint is primarily VIRTUAL (taken online through video access, access to the app, email communications, etc...  I cannot stress that enough.  The in-person portion would, in my best estimate, account for 3-4% of the overall course.  This is made clear to anyone who purchases admission.  This individual stylist and salon owner are seeking full refund for missing out on roughly 3-4% of the course, and they are missing out on that portion to their own accord.  If that doesn’t throw up some red flags, I don’t know what would.
  
  These stylists received access to the training videos, the supply kits, our educational app, as well as feedback from the creator of SKW herself.  And now these two want their money back?
  And they want it back because they couldn’t come up with a date they could all agree on?
  
  I simply don’t have words.
  
  I apologize for this utter nonsense on the behalf of the individuals responsible for wasting our time.
  
  They will waste no more of ours.
  
  We are hopeful that you will post this reply publicly on your page as a warning to others from doing business with ****** ***** in Puyallup, Washington.
  
  Again, before closing, we would like to reiterate now directly to ******* Kingsbury and ****** *******, and any other of your cohorts or pseudonyms you attack us under.  Not only are we warning you that we are prepared to take legal action, but that we are EAGER to do so.  Not only for the relentless harassment, defamation of character, and multiple attempts to scam us out of money, but also for compensation for the time and energy you have stolen from us.  Please see attached document from ****** making a post on TikTok that clearly shows support of the SKW Platform Method.
  
  
  Thank You,
  
  *** and ***** *****
  
  
  
  
  
  
  
  
  
  
  
  

  Customer response

  03/28/2022

   I am rejecting this response because:
  
  This is the first time, I myself have filed any complaints towards *** **********.  I have never requested any funds to be reverted to me nor my company. 

   

  As stated, I am filing this complaint to represent my hair studio.  I do not represent any independent contractors who lease in my space or work outside of my studio who were enrolled in this class. 

   

  I have submitted this claim to BBB, because of the lack of professionalism this company SKW Extensions has shown to my studio and community.  

   

  I was the host salon, where students paid a total of $14,000 to gain a certification with SKW hand tied extensions.  Where none of them gained any certifications after completing the written work. 

   

  I am not sure how to address the rest of her "answer" because it seems to be a personal attack to slander me and my business to the world.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our salon was going to host a class with ***** ***** the owner of SKW extensions. It was a virtual and a live in person class. She informed us the day before the class that her husband got Covid. Which is understandable excuse to miss the class. We all expected to hear from her and we ended up having to reach out to her in January 2022 to attempt to reschedule. She made a lot of excuses and gave us one date that didn’t work for our schedules it was radio silent after that. We asked for our certifications as I completed all the homework and she gave me a pass. I have yet to hear from her. Her husband informed our owner that we would be getting a partial refund which was acceptable we paid 2,200 I would have accepted 1,100 he was supposed to reach out to all of us but hasn’t since January 6th. We have filed claims with ****** and our banking institutions she lied to ****** making false claims. More than 7 of us have been waiting. We were promised goods and services with a certificate of competition and haven’t received anything but shaky poor quality videos. With the method having serious flaws and doesn’t give us any feedback. We didn’t sign a contract only a non disclosure agreement about the method being learned. She called us incompetent. She has since changed pricing on her website making it virtual training only and now there are no classes being offered. This is happening in real time.

  Business response

  03/02/2022

  Buyer was issued a complete kit which included everything that was needed for the course…including a hard copy of the training manual. In addition to the hard copy, buyer also received UNLIMITED access to the training videos on the app. Buyer began course and had submitted assignments but became very angry when the live portion of the class had to be rescheduled due to the surge in COVID cases. We provided other dates to have the class but, those dates weren’t soon enough for the buyer. The certification is received from completing the online portion of the training while the live class is for Q’s+A’s. So the certificate of completion would have been received had the buyer continued the virtual training. I am also a frontline healthcare provider and seeing the spike in COVID cases I was not going to put anyone in harm's way! We have been more than willing to reschedule the live portion of the class.
  Buyer was given full access to the training app on October 8, 2021 and had begun taking the course. As shown in 2 of the documents, buyer had already submitted homework assignments. We had been in contact with the buyer regarding a reschedule date.Tell us why here...

  Customer response

  03/02/2022

   I am rejecting this response because:
  
  I have sent in multiple email responses from this seller. Showing she was the one with an attitude and only gave us one date in February that didn’t work for our salon. Because it’s durning our business of operations. Then saying she didn’t even know if that date would even work because flights were going to be cancelled by the thousands which wasn’t true. She’s done this to several hairstylist. I was not angry with the seller but stated I was upset because her lack of professionalism and would go weeks in between responding to me. I did complete all assignments she gave me a pass I have those emails attached as well. If she’s not going to give me my certificate of competition she needs to refund me. If she was uncomfortable coming due to Covid she could have asked another one of her educators to come out to our salon. As stated on her website. She’s been ignoring all 9 people on giving them certifications. She calls us incompetent and is very rude to us

  Business response

  03/11/2022

  I find it mildly infuriating that I am putting forth the time and energy in an attempt to appease an irrational and dishonest consumer for a second time.  The accusations she’s making are mostly false where they are not embellished.  She is presenting only portions of conversations in a meager attempt to prove whatever point it is she is trying to make. She has been unrealistic with her expectations and impatient with the rescheduling due to COVID. It was her and her salon who rejected proposed dates, not us.  And I use “dates,” plural, she claims she was only offered one date in her last response which contradicts what she has claimed previously.
  

  We are an exemplary company and take PRIDE in our customer service.  We have thousands of students across the country who use and love our method and continue to do business with us. Unparalleled Customer Service is and always will be integral to our success.  We have an excellent track record in this regard and do not feel the need to defend this point.  We let our students, educators, and consumers speak on our behalf.  However, that does not, unfortunately, leave us unscathed from the occasional bad apple as many businesses can attest to.
  

  That said, even though it states in the CONTRACT that she signed that we are not obligated to issue a refund as she has had access to our intellectual property, we are willing to refund her a total of $200, which is the correct price difference (not the price difference she has falsely stated) between the strictly virtual class versus the virtual class with the additional live in-person training.
  

  This is us coming to a middle ground. We hope that this will appease her, but this as much as we are willing to do for her, which is more than justifiable.
  
  

  Customer response

  03/14/2022

   I am rejecting this response because:
  
  I am rejecting this because you make false promises I am not the owner of the salon but an independent contractor. You did not discuss anything to me but forwarded me an email that was sent to the owner of the salon. What’s infuriating is the lack of professionalism conducted by ***** And *** *****. We have multiple emails calling us all incompetent. Making other refund promises that never follow through. I was promised good and services I have only received partial goods. You passed me on my homework gave me one date for a rescheduled that didn’t work and you never responded to my follow up email. You spoke with the owner on the phone. Telingl her that we would receive a partial refund. ( partial meaning half.) I expected someone to reach out but you never did. Blaming the owner of the salon for your mistakes is infuriating. I expect half the money back. Since you don’t want to give me my certification on completion of the platform method or offer me an in person experience rescheduling in a timely manner. Cancelling due to COVID wasn’t the issue. Stealing money and not providing Goods and services as promised is fraudulent behavior. You’ve changed your website serval times changing the prices serval times. Seems suspicious and fraudulent

*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. ↩