I am extremely disappointed by NappStar's poor communication, insensitive customer service, and failure to honor a promised discount.
In December 2025, I booked an appointment at the Manhattan salon for a retwist and demi-permanent soft-black color. Before booking, I specifically confirmed by telephone that demi-permanent color was available because I did not want permanent color. When I arrived, however, I was told that the salon had only semi-permanent and permanent color. When I expressed my frustration and explained that I had personal health concerns about using permanent hair color, the front-desk employee smirked and responded, "Nowadays everything is linked to cancer." I found that response dismissive, insensitive, and highly unprofessional. A staff member did not need to agree with my concern, but she should have treated it respectfully.
Because I was leaving for vacation within a few days, I reluctantly accepted the semi-permanent black color. I paid $100 for the color service, but it barely covered my gray. I contacted customer service afterward and was told that management would follow up. Alanna Ramirez subsequently spoke with me by telephone and offered a 20% discount on my next service, stating that the discount would be documented in my customer profile.
In April 2026, I called the Manhattan salon before booking an $85 retwist to confirm that demi-permanent natural-black color was available and that the promised discount would be honored. The employee who answered appeared frustrated by my questions, said, "Have a good day," and hung up. When I called customer service, I was then told that the salon claimed I had already received the discount during my December appointment. That was incorrect. I booked the retwist myself, paid full price for the color service, and did not speak with Alanna until after the appointment and after I complained.
My experience suggests that NappStar does not maintain accurate records of commitments made to customers and does not consistently communicate among its salon staff, management, and customer-service department. What began as an avoidable mistake about the availability of color became much worse because of an insensitive remark, an unsatisfactory color result, a discourteous telephone interaction, and management's refusal to honor what I was promised.
After giving NappStar an opportunity to resolve the matter, I have decided not to return. read more