Complaints

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/5/22 I purchased three bundles of the Kinketics Wefted Bundles for a total of $440 from Kinkistry. Per the websites description, Kinknetics extensions are 100% virgin human hair and is the kinkiest hair in our collection for the 4B-4C naturalista. 4B-4C hair is tightly coiled, very thick and coarse. Unfortunately, the hair does not have the texture and coarseness associated with 4C hair. It does not blend well or mimic 4C hair. Ultimately, the hair is typical hair extensions that just has a tight coil and looks a little messy when combed out it has a silky texture. For those in the **************** you would not necessarily need a relaxer if your hair was this texture some may say that you have good hair and a good blow-out from the Dominicans would suffice. I have purchased similar hair from another company and the hair had texture/coarseness to it. With the Kinkistry brand you would have to manipulate your hair to blend with the hair i.e. blow-out, gel, edge control, flat iron, relax, etc. Which is what I was trying to avoid and why I purchased the natural hair extensions. I reached out to Kinkistry **************** Team about my concerns about the transparency of their advertising and was told that the hair does not have a silky texture (which it does) and that I should try the KinkGenetics line. Please keep in mind that I asked for a 4C (coarser textured hair) and the KinkGenetics line is a less textured and less coarse hair how insulting! To make matters even worst I received an email asking that I complete a review of my purchase and I completed based on my review of the product and included pictures. However, Kinkistry removed my review from their site. It is very concerning that a company would not want to have honest feedback from customers and only positive reviews (4 or 5 ratings) - check their reviews you will only notice positive reviews. They need to be transparent in the products they are advertising and selling to consumers.

  Business response

  09/28/2022

  Kinkistry is a *****, curly human hair extensions company.  It is our mission to be inclusive to all *****, curly hair textures.  Natural curls vary tremendously.  We encourage customers to find something as close as possible to their natural curl and follow up with blending techniques for a flawless final look.  We also offer samples of each texture, along with Certified Texture Matches from our on-staff professionals to help with finding the best Kinkistry texture for our customers natural curls.  S.D. did not take advantage of either.

  
  S.D. reached out to say her texture did not match exactly what she purchased because her hair was not as silky.  In turn, the customer care team recommended that she exchange for a different texture that might be a better fit for her based off her statement. 

  
  ** 4C does not mean lacking moisture or luster/shine. **

  
  We are still willing to exchange for another product.

  Customer response

  10/05/2022

   
  Complaint: 18134940
  
  I am rejecting this response because:

  Kinkistry hair does not have the woolly, coarse, afro texture associated with natural 4C hair - the hair is silky.

  Kinkistry stated to me that "Kinkgenetics is a great alternative" to my purchase of the Kinknetics. Per the Kinkistry website, "KinkGenetics wefted bundles are 100% virgin human hair and is for 4A-4B naturalistas. 4A-4B is tightly coiled hair that has an "S" or "Z" pattern" vs. "Kinknetics extensions are 100% virgin human hair and is the kinkiest hair in our collection for the 4B-4C naturalista. 4B-4C hair is tightly coiled, very thick and coarse. The curl pattern is tight with numerous bends in each strand with little to no space between the curls.  It feels like cotton and is usually very densely packed together."  Based on the descriptions from the Kinkistry website the suggestion does not make any sense.  If I stated that I have 4C hair, why would I want the 4A/4B texture?  4A/4B texture is not equal to 4C texture.

  It is apparent that Kinkistry only wants to operate under their false advertisement that the Kinknetics products are for "natural 4C hair types".  I wrote an honest review of my purchase, and it was removed from the Kinkistry website.  My review was honest and respectful, however, since it was not a 4 or 5 star review it was removed from their website.  Please note that all reviews on their page are only positive 4- and 5-star reviews - it now makes sense to me why there are only 20 or so reviews on their products because they delete all unfavorable reviews.  This is a shady business practice since consumers often refer to the reviews and the reviews are biased by Kinkistry shady practices.  Additionally, they are giving their products overall 4- and 5-star ratings based on their bias review practices - SHADY, SHADY, SHADY! Consumers are tricked into believing these skewed ratings. 

   

  Business response

  10/06/2022

  We value all feedback.  Our apologies that Kinkistry did not work out for her.  If ever she changes her mind and would like to try the recommended product, please feel free to reach out.  

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a wig from Kinkistry .com for $235.00 and the wig unit I received was in bad condition and dry rotted and begin to shed and is not wearable. I made several attempts to contact the wig store immediately because of the return policy. I have previously ordered products from the company that was in good condition. I have left several messages and emails to try and rectify this situation. Because of the product poor condition I was not able to use the item because of the poor quality and dry rotted state of the product.I am requesting a full refund and I will return the product.

  Business response

  09/09/2022

  ***************************** initially reached out on 08/12/22 at 3:57pm and was responded to on the same day at 4:09pm. In her first email she stated that she had some trouble washing the unit (kinky, curl human hair wig), is aware of the no return/no refund policy, and will never patronize the business again. She never asked for a solution or resolution.  Our customer care team responded immediately to let her know we apologize for her dissatisfaction, appreciate her feedback,and tried to begin the resolution process which includes asking the customer to explain her maintenance routine and provide photos of what he/she is describing.  ***************************** refused to participate in the process and said she would be filing complaints with the BBB and small claims.

  
  Kinky, curly human hair extensions require special maintenance and care.  To add to that,she purchased a wig which adds on another level of maintenance.  We were happy to walk ****** through the asteps,but she did not allow it. Had ****** followed through with the resolution process and it was found that there was a manufacturers defect, then we would have been happy to replace or even reimburse her.  We never got that far. 

  
  The type of product and texture she ordered does not receive excessive shedding complaints.  Our intentions were to trouble shoot with ************* She did not allow us to work through our resolution process as that is how we handle these types of matters.  Our resolution process allows us to trouble shoot while at the same time educating the customer on how to properly maintain their product.  At Kinkistry, we stand behind the quality of our products and our outstanding customer service.    

  Customer response

  09/09/2022

   
  Complaint: 17931100
  
  I am rejecting this response because: I have purchased products from this business before and never had an issue, the wig is dry rotted and I tried to reach a solution of returning the wig for a refund or to receive credit to purchase a different product.  I also provided a picture of the excessive shedding hair, this wig was dry rotted 
  
  Sincerely,
  
  *****************************

  Business response

  09/12/2022

  The customer, R.M., is now saying the unit was rotted. I am not sure I understand her complaint.  I would like for her to explain/describe how her unit was rotted and why she never used the term rotted in any of the previous correspondence.  I believe this is a false allegation in an effort to dramatize her complaint. (Please see previous attachments)

  
  R.M. initially reached out to inform us that she suspected excessive shedding. She was followed up with immediately to start the resolution process; she promptly declined.  She then kept the product for another 3 weeks before reaching back out.  We have no way of telling what was done to the product over a 3 week period. 

  
  Yes, the customer has shopped with us before, but this is her first time purchasing this type of product.  The type of product she purchased requires an elevated level of maintenance and care.  Our customer care team is highly skilled and specifically trained to walk customers through the techniques. Again, our team tried to follow through with the resolution process and she declined.

  
  Our apologies to R.M.  We are happy to offer her a discount on her next purchase, but are unable to issue reimbursement due lack of evidence and outside of time limitation.

  Customer response

  09/12/2022

   
  Complaint: 17931100
  
  I am rejecting this response because:
  I have provided pictures of the shredded hair and I have never wore the unit, the company reached out to tell me shedding of the hair is normal, my first contact with the business was 3 days after I received the product, I have several correspondence via email and no resolution was proposed.  In addition, if I was return customer, why would I damage the unit, this hair has been sitting in a warehouse and should not be sold.  I still have the unit, that has never been worn.  I am requesting a refund 
  Sincerely,
  
  *****************************

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a wig from this company and notified them that I wanted a refund for the item. The company apologized and let me know through email the time from for a replacement item. I return the wig via *** with tracking number. Upon communicating with the company about a replacement the said I could not receive my replacement. Item was approved through pictures snd never opened or used. They sent me the same item in return. I need a full refund of $379.75 *********************

*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. ↩