Complaints

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In a moment of professional transition, I sought to enhance my knowledge of the fashion industry through online courses. Intrigued by the promising description on the ********************** Academy website, offering comprehensive and specialized training for aspiring Image Consultants, Personal Shoppers, among others, I purchased the Fashion Consultant and Stylist eCertification program on 24/11, taking advantage of the Black Friday discount, for $797.60, despite the clear non-refund policy.The disappointment was immediate after watching only two videos: the introductory class, recorded amateurishly with a mobile phone, where Mrs. ********************** often got lost and ****** focused on her hair, and the first practical class, also recorded poorly, with deficient audio and a simulation of service lacking seriousness, with little credibility.Faced with this dissatisfaction, I reviewed the written content and came across extremely superficial study materials, such as the coloration booklet, for example, without a color chart, only photos of people with tones, providing limited learning. When seeking negotiation with the company on 28/11, I received only the response of certificate issuance, disregarding my concerns. Although I am not seeking only certificates, it is relevant to mention that there are more affordable courses for this purpose.In a subsequent message, ***************** requested patience, claiming that Mrs. ********************** was out of the country, making an immediate analysis of my case impossible. On 21/12, ***************** claimed that my insistence gave the impression that I enrolled in the course with the exclusive goal of requesting a refund, which does not align with reality. Since then, I have not accessed the course platform, being fair by not watching any more classes or downloading materials. I was informed of more expensive courses, priced at $2,497, as an alternative for better content. My subsequent attempts after 28 were ignored, with the last attempt on 15/01/24.

  Business response

  02/06/2024

  In response to ******'s 1-star ****** review, BBB complaint, and request for a refund, we would like to provide further clarification regarding our program and policies. 

  Thank you, ******, for your review regarding your disappointment in our eCertification Program. We understand that you expected more from the recorded program and unfortunately,it did not meet your expectations. However, we would like to point out that the course curriculum is transparently stated on our website (******************************************************************************************),indicating that it is a basic course designed to teach consultative skills using our tools. In addition, it is essential to note that this course does not teach in-depth color analysis (also clearly stated on the same website link)and if you had any questions regarding the course content, you should have contacted us prior to making your purchase. Moreover, we offer live, online in-depth training for individuals who are seeking a more comprehensive and personalized online training experience, with this methodology yielding great results and happy students.

  We must reiterate that our eCertification Program is not an in-depth course which is what your initial emails were complaining about, and this is transparently stated on our website. We also offer an Online Image Consultant and Personal Stylist Course which is priced at US$2497 for those who are seeking a more comprehensive education. This upgrade opportunity was always available to you for an additional fee, however, a full refund (not partial as you stated in your ****** review) was the only solution acceptable to you in accordance with your emails.

  Moreover, we ought to clarify that the program you opted for is non-refundable; and we do not offer a money-back guarantee. 99% of our students paid the full price. We also want to emphasize that we have had many satisfied students before and after you, who have completed the course and understood the material provided for the price they paid. 
  
  Therefore, we remind you that you voluntarily bought the course and should have been aware of what you were getting as it was fully outlined on our website. Before making any future purchases, we strongly advise that you research and ask more questions about the program if it's not clear to you rather than assume that you can get a full refund by sending threats and insults to defame our program.

  Below specifically addresses your complaint filed with the Better Business Bureau regarding your experience with our eCertification Program.

  Firstly, we understand the importance of first impressions and how they can affect decisions,particularly in regards to educational content. Our vast array of social media content, primarily shot with technology that's readily accessible, like an iPhone, is designed to introduce and reflect the essence of our brand and the mannerism of our founder, ******** Sterling. While ********'s on-camera presence, including her interaction with her hair, is a natural part of her presentation, it is the quality and instructional value of the content that we focus on. The preliminary 20-minute introductory videos are a snippet into the e-course experience and the industry. It's purposeful and true to our informal yet professional and informative approach to style consultancy. We actively encourage prospective customers to peruse our selection of videos to gain a more rounded understanding of what to expect from our courses.

  On the subject of your impressions of the video as a simulation of service lacking seriousness and credibility," we respectfully express that our intent has always been to provide sincere and valuable instruction that has been honed over years of practical success in the industry with many other students commenting on-camera of how happy they were with the Personal Style Consultation training. Evidence of this can subsequently be provided if necessary.

  With regards to the "What Are My True Colors" eBook, we regret any misunderstanding concerning the content and its purpose. The eBook, as described and delivered (**************************************************************),includes a brief yet thorough introduction to color theory on the first 3 pages of the document, examples of fashion forward clothing selections, and is intended for you to use across various devices, facilitating both online and in-person consultations. The content is updated and curated to reflect a modern guide to color analysis, and it does not feature a conventional color chart because it's designed to offer a conceptual rather than a prescriptive approach.

  Regarding our communication, we wish to clarify that ******** Sterling was abroad attending to professional engagements since the purchase of the course which coincided with our holiday season closure. Your emails were unexpectedly directed to our junk folder in January ****, which led to an unintended delay in response. We emphatically assure you that it was never our intention to overlook or ignore your communications, and upon discovery of the oversight, we endeavored to address all concerns promptly.

  We have reviewed your account and the services dedicatedly available to you through our on-demand course. The cumulative value of the resources you have accessed totals $825.97,a figure that exceeds the investment you have made:

  What Are My True Colors eBook: $34.97
  Personal Style Consultant eCourse: $397
  Personal Shopping: $297
  Personal Styling Lookbooks: $97

  Given the digital nature of the products and the immediate access granted upon purchase, we are aligned with the policy that we do not offer full or partial refunds for the on-demand course.

  In conclusion, while we recognize your preference for a full refund from the onset, our policies,transparently outlined on our website and resources, define the terms of purchase, which is agreed upon at the time of enrollment. We truly encourage you to utilize the training materials provided and engage with the course content, which has been prepared to equip you with valuable knowledge and skills in personal styling.

  We maintain our commitment to providing high-quality education and service and sincerely hope you will find value and professional betterment through our program as advertised. If you have any further concerns or require assistance as you proceed with the course, please feel free to reach out to us directly.

  Warm regards,
  The Sterling Style Academy Team

  Customer response

  02/06/2024

  It's disappointing when expectations aren't met, especially when investing time and money in something that promises a lot but delivers little in return.
  After receiving the course materials mentioned in Sterling's email (I didn't open all the courses), I decided to take a look. Unfortunately, upon reviewing the mentioned files, I found content that didn't match the expectations set by the course description. The workbooks were ****** simplistic and didn't offer the level of learning promised. This disparity between expectations and reality prompted me to seek a refund.
  It's noteworthy and quite unsettling that, while in ********, I can no longer access the course website after expressing my dissatisfaction. This sudden change raises questions about the company's commitment to its students. Unfortunately, because of this, I'm unable to display the full course description, but I invite lawyers to visit the Sterling Style Academy website and see for themselves.
  I propose that, considering the issues faced and the lack of correspondence with what was promised, Sterling Style Academy grants a refund of at least 50% of the amount paid. I appreciate the opportunity to clarify my position and hope that this situation will be resolved fairly and satisfactorily.

  Best regards 
  Raqul A`raujo 

  Business response

  02/09/2024

  ******,
  We are writing in response to your request for a 50% refund for the eCertification program you've enrolled in.
  As we've discussed previously, the eCertification program was purchased on November 23, 2022, at a discounted rate of $797.60 for Black Friday. The course page where you purchased the course and which contains the full course description as well as access to the the training program is still accessible to you in ******** at the Sterling Style Academy Online Training Portal (******************************************************************************************). Our web guy tested it to ensure it is functional. This page clearly outlines the course content and the description of each eCourse delivered in our eCertification program, of which you have significantly accessed according to the eLearning platform's records.

  On occasion the main website even blocks access to us, which is attached for your review. However the eLearning platform never has this issues because it sits on a different server. Let us re-iterate that our eLearning Platform at online.sterlingstyleacademy.com is full functional to you in ********. On the same site and webpage (******************************************************************************************) is the course description which we will paste here for clarification.

  Are you ready to take your love of fashion to the next level? Look no further than the Sterling Style Academy 5-Step Online Stylist Training eCertification Program. Our program provides you with a fast-track education on the essential basics of personal styling, wardrobe consulting and personal shopping. With 5 concise eCourses, plus personalized one-on-one online stylist training and mentoring, you'll acquire the tools and knowledge you need to execute real-world and virtual consultations for your clients.

  Our award-winning, industry-tested, and client results-proven eCourses cover everything from the basis of color consultations and personal style consultations to wardrobe + closet consultations and personal shopping consultations. You'll even learn how to create professional look books that showcase your client's unique style and aesthetic.

  At an investment of just US$997 (currency conversion), our Fashion Consultant and Online Stylist Training eCertification program is the most cost-effective and efficient way to supplement your income and diversify your skill sets. And with our fast-track certification process, you can be certified as a Fashion Consultant and Stylist within 72 hours of purchase.

  Don't miss this opportunity to learn from the best in the business and gain recognition in the field. Enroll in the Sterling Style Academy 5-Step Online Stylist Training eCertification Program today and start leveling up your stylist game!
  
  UPON DECIDING TO REGISTER:
  1) Click on the Buy Now button
  2) Enter your email address
  3) **** press on the PayPal Checkout button to make a debit and credit card payment for non-PayPal members or a PayPal payment
  4) Click on the Pay with a Debit or Credit Card button at the bottom of the page
  5) **** proceed to enter your credit card details with PayPal Guest Checkout or pay with PayPal
  6) Need a payment plan? Purchase it by eBook / eCourse
  What Are My True Colors Color Analysis eBook
  eCourse: Personal Style Consulting
  eCourse: *******************
  eCourse: Personal Shopping
  eCourse: Personal Styling
  
  ?????? ???????????????? ?????????? ?????????????? ????????????, ????????????????, ?????? ???????????????? ???????????????? + ???????????????? ?????? ??????-???????????????????? ?????? ???????????? ???? ??.??. ??????????????.

  ARE YOU READY TO LEVEL-UP YOUR STYLIST GAME? 
  Become a Certified Fashion Consultant & Stylist Online 
  
  Welcome to our Online Stylist Training and Fashion Consultant Training program! Are you ready to take your styling skills to the next level and become a certified Fashion Consultant and Stylist? Look no further than the Sterling Style Academy's eCertification Program. Our fast-track program is designed to teach you the essentials of wardrobe consulting, personal shopping, and personal styling providing you with all the tools you need to excel in the industry.
  Upon registering, you will receive your Fashion Consultant & Stylist certificate within 72 hours of purchase. Our 5-step Fashion Consultant + Stylist eCertification Program is the perfect way to enhance your skills and provide your clients with exceptional personal style, wardrobe + closet, and personal shopping consultations, and look books. Our reputable tried, tested, and trusted eCourses lay the foundation for a successful career in fashion consulting and styling.
  Completing the program takes approximately 6 hours, with the added benefit of lifetime access to refresh your knowledge and perfect your skills. Our eCertification Program is the #1 choice for men and women worldwide who aspire to become skilled in performing compelling style + closet + shopping consultations in their city and country.
  Not only will our program allow you to diversify your skillsets, but it will also supplement your income, making it an investment that is easily recouped in working with just one or two clients.
  This concise program provides you with essential basic skills, which is perfect for individuals looking to start a side gig in the industry or supplement their existing education and practice in the field of image consulting and personal styling.
  While this course does not offer in-depth training on color analysis or body analysis, it does provide an excellent foundation for all the services a personal stylist and fashion consultant can offer.
  Enroll today in the Sterling Style Academy's eCertification Program and unlock your full potential as a Fashion Consultant and Stylist!

  The 5-Step Essential Style Fashion Consultant + Online Stylist Training eCertification Program
  Includes the following below. Click on each item for more details about each eCourse:
  
  
  What Are My True Colors Color Analysis eBook
  eCourse: Personal Style Consulting
  eCourse: *******************
  eCourse: Personal Shopping
  eCourse: Personal Styling
  We recommend studying the program in the order they appear above.

  
  CLICK HERE > TO VIEW A STUDENT TESTIMONIAL
  
  
  Turn your passion for fashion into a fulfilling career. Our eCertification program provides a foundational education that includes all five eCourses and online stylist training, enabling you to obtain your Certified Fashion Consultant & Stylist title.
  However, we understand that your passion for fashion may lead you to further exploration, which is why we offer our fully comprehensive Instructor-Led Online Image Consultant and Personal Stylist Training Program. With this option, you can upgrade your certification to become a certified Image Consultant and Personal Stylist, or explore our Online Color Analysis Training program and Online Body Shape Analysis and Clothing Silhouette Training program. These online courses offer a more focused and in-depth education, enabling you to hone your skills and become an expert in your field.
  By purchasing the entire Fashion Consultant & Stylist certification program for US$997, you can save approximately $200 when compared to purchasing each eCourse and mentoring individually. With lifetime access to all five eCourses, you will have the flexibility to learn at your own pace and revisit the coursework whenever necessary.
  Enroll in our program today and take the first step towards a successful and fulfilling career in the fashion industry. Don't wait, explore your passion and reach for the career of your dreams with our Fashion Consultant and Online Stylist Training program.

  ***

  Please understand that the purchase agreement for this program stated a no-refund policy, a standard practice within the industry that you agreed to upon your purchase. This is in place to protect the integrity and viability of our training program.
  Its important to reiterate that the content you have accessed, due to its digital nature, carries a value that when reviewed, cannot be returned, aligning with our no refund policy.
  We have taken note of your dissatisfaction as expressed through various channels; however, these actions unfortunately do not change the foundation of the agreement made at the point of sale, nor do they provide a ground for a refund, especially when the service has been rendered as described.
  Given the unusual progression of your complaints via public forums and now through legal threats, we are left with no choice but to defer to the policies in place, as well as external resolutions from service providers such as PayPal, should you choose to pursue that avenue next.
  We have always aimed for customer satisfaction and it is regrettable that you feel the need to address your concerns outside of our established customer service processes. Nonetheless, we respect your decision and expect that PayPal will handle this case with the fairness and impartiality it requires.
  To conclude, we wish to reaffirm our position that no refund will be issued, as per our clear and communicated policies and delivery of what was described and advertised on our website. We remain ready to engage in a professional manner and trust that an understanding can be reached that respects the rules and conditions set forth.
  Sincerely,
  Sterling Style Academy

   

  TO FURTHER CLARIFY WHAT EACH ECOURSE CONTAINS, PLEASE SEE BELOW THE DETAIL OF EACH e-COURSE:

  
  What Are My True Colors A Modern Guide to Color Analysis
  The What Are My True Colors eBook is a modern tool used to conduct online color analysis consultations.  Use this color analysis ebook on your computer, iPhone, or iPad to conduct online consultations or in-person consultations. Rather than carry a color analysis kit with color drapes and/or seasonal color swatches with you to conduct a color consultation, show that youre a cutting edge image consultant, personal stylist, and color consultant by showcasing color palettes for all types of personal coloring from your laptop, iPhone or iPad allowing you to conduct consultations virtually too!  

  
  UPDATED 2022 | What Are My True Colors A Modern Guide to Color Analysis includes:
  A brief introduction about color theory and the different types of color qualities its not the seasons
  Showcases individuals of different personal colorings from around the world
  Features up-to-date, fashion forward clothing samples within the different color qualities to inspire you with wonderful ideas and examples to show your clients based on their personal coloring.
  Best of all, you can showcase the booklet on your smartphone or tablet.
  Or you can purchase the actual booklet in bulk and re-sell them to your clients during a color consultation.
  The color palettes in this booklet serve as a tool to conduct online color analysis or in-person consultations providing you with a modern day solution for the modern day woman.
  
  Purchase the electronic version of the What Are My True Colors booklet for use on iPhone, iPad or computer for US$34.97 
  
  Personal Style Consulting eCourse
  The Personal Style Consulting eCourse is an image consultant and personal stylist training book  and training video that will teach you how to execute flawless personal style consultations for clients. In this eCourse, you will learn how to evaluate your clients personality, physical appearance, lifestyle and goals to ensure that you project yourself as a credible image consultant and personal stylist.
  
  UPDATED 2022 | The Personal Style Consulting eCourse includes:
  A Personal Style Consultation Workbook, an instructional video tutorial on how to execute a personal style consultation, with a re-printable professional workbook, and client consultation assessment form to use with clients during the consultation
  Use the client consultation forms to identify, categorize and determine your clients personal style based on their personality, profession, lifestyle, activities, body type, personal coloring, and wardrobe preferences.
  Use the Personal Style Consultation Workbook as a tool to conduct color, fashion style and body analysis consultations with clients.
  Print the re-printable personal style consultation book to give to clients during a consultation adding value to the service you provide
  Watch the instructional video and discover how to: interview a client; advise a client on their personal coloring and identify optimal colors for hair, clothing and make-up; determine the clients body type and make recommendations on clothing silhouettes that would best suit their figure; conduct a body analysis and determine the appropriate clothing style, cut, fit, color, fabric and pattern best suited for the clients body shape, proportion, and facial features; and evaluate a clients fashion style personality to dress them harmoniously according to their personal style.
  Use this Personal Style Consulting eCourse to give client consultations or to learn more about your own personal style.
  This image consultant and personal stylist training book and video contain the theoretical foundation that determines the difference between being just a personal stylist and being an exceptionally trained personal stylist.
  US$397 electronic downloadable version
  Purchase the electronic version of the Personal Style Consulting eCourse.

  
  ******************* eCourse
  The ******************* eCourse has been developed to get you started in the wardrobe consulting and personal styling industry. Learn how to add value to your client consultations by showing the client how to mix and match their existing wardrobe, cluster outfits according to the artistic and scientific aspects of style, and create cohesive wardrobes for your clients.
  The ******************* eCourse includes:
  A training manual and 90-minute instructional video tutorial on how to perform an effective Wardrobe and Closet Audit and how to personal style a client within their closet.
  How to organize a clients closet and build a cohesive wardrobe
  How to effectively interview and manage client expectations
  How to evaluate and understand the needs of your client
  Ways to solve various issues that arise during Wardrobe and Closet Audits
  4 types of Wardrobe and Closet Audits
  Industry terminology for Wardrobe Consultations and beyond
  US$297  electronic downloadable version
  
  Purchase the electronic version of the ******************* eCourse.
  
  Personal Shopping eCourse
  
  The Personal Shopping eCourse will teach you the ins and outs of a personal styling and personal shopping career all while saving you time, money, and hassle. Personal Stylist and Personal Shopper ******************** Sterling offers her insider knowledge and expertise of the industry.  She shares her proven methodologies to becoming an asset to your clients when working with men and women. Start on the road to a successful personal styling and personal shopping career on your own time.
  The Personal Shopping eCourse includes:
  A training manual (UPDATED IN 2023) and 75-minute instructional video tutorial detailing a Personal Shopping Consultation
  How to work with men and women as a personal shopper
  Factors to consider when personal shopping and working with clients
  What questions to ask your clients in order to effectively go personal shopping for them
  How to interpret your clients personal coloring when personal shopping
  How to create a capsule wardrobe for your clients according to their personal coloring, fashion style, personality, and lifestyle
  The dos and donts when shopping for men and women
  A step-by-******************* on how to conduct an online personal shopper consultation for a client 
  Learn how to become an Instagram personal shopper
  Learn how to become a luxury personal shopper
  US$297  electronic downloadable version
  Purchase the electronic version of the Personal Shopping eCourse.

  
  Personal Styling eCourse
  The Personal Styling eCourse will teach you the crucial skill every personal stylist and personal shopper must master putting together a Look Book for the client. Learn from one of the best in the industry how to present wardrobe recommendations to your client in a professional and cohesive manner.
  The Personal Styling eCourse includes:
  A video tutorial detailing the concepts and thought process behind creating a Look Book
  Mens and womens customizable Look Book templates complete with instructions on how to use the template for your clients
  A sample mens case study Look Book featuring outfit selections for the client based on occasion and lifestyle enabling you to see the final product
  Detailed instructions on how to add on this service to your clients, how to bill clients for this service, as well as discussion of the organizational process and factors to consider when putting together a Look Book for clients in the professional arena
  You will receive maximum benefit when you purchase this along with Personal Shopping
  US$297 / Now US$97  electronic downloadable version
  
  Upon purchasing 1) What Are My True Colors, 2) Personal Style Consulting, 3) *******************, 4) Personal Shopping, and 5) Personal Styling, you will receive a certificate via email as a Fashion Consultant & Stylist.
  ECOURSES ARE NON-REFUNDABLE
  

  Business response

  02/09/2024

  When we pasted the website description/information into this portal the ????????? that appear on the message is the refund policy which is pasted below again and is positioned right above the BUY NOW button.

  ?????? ???????????????? ?????????? ?????????????? ????????????, ????????????????, ?????? ???????????????? ???????????????? + ???????????????? ?????? ??????-???????????????????? ?????? ???????????? ???? ??.??. ??????????????.

  For clarification, it is written on the first section of this webpage: ******************************************************************************************

  We have a separate website specifically for online learning that contains the

  1) course description

  2) the ability to register on the same platform with immediate access to the training program 

  3) plus it monitors the progress of the student's studies.

  We have delivered what is outlined on this page: ****************************************************************************************** which still remains accessible to ****** worldwide on the eLearning Platform. 

  Business response

  02/09/2024

  As the text doesn't seem to want to paste into the BBB platform, attached is a screenshot of the refund policy above the Buy Now button.

  Customer response

  02/16/2024

  I understand that a no-refund policy is common in the industry, but I feel I had no choice but to seek external assistance due to the lack of response and resolution from Sterling Style Academy.
  I was drawn to the courses described as an opportunity to acquire skills ready to serve clients and start my career in the fashion industry, as indicated in the course descriptions. There is no mention that it is basic content, but rather a course that will prepare you to serve clients, which contradicts what was offered and vehemently defended by Sterling.
  Given this discrepancy, I sought assistance from the Better Business Bureau, as I had exhausted my direct conversations with Sterling. Additionally, I had to utilize a VPN app on a friend's phone to access the content, which I will include in the attached images. I hope we can resolve this matter fairly and satisfactorily.

  Thank you for your attention.

   

  Raqul A'raujo

  Customer response

  02/16/2024

   
  Complaint: 21193017
  
  I am rejecting this response because:

  I understand that a no-refund policy is common in the industry, but I feel I had no choice but to seek external assistance due to the lack of response and resolution from Sterling Style Academy.
  I was drawn to the courses described as an opportunity to acquire skills ready to serve clients and start my career in the fashion industry, as indicated in the course descriptions. There is no mention that it is basic content, but rather a course that will prepare you to serve clients, which contradicts what was offered and vehemently defended by Sterling.
  Given this discrepancy, I sought assistance from the Better Business Bureau, as I had exhausted my direct conversations with Sterling. Additionally, I had to utilize a VPN app on a friend's phone to access the content, which I will include in the attached images. I hope we can resolve this matter fairly and satisfactorily.

  Thank you for your attention.

   

  Raqul A'raujo

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

*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. ↩