I really tried to avoid this, especially when trying to support a black owned business but here we…read moreare smh.
I have had the absolute worst experience with NappStar NYC at the Waldorf, MD location.
I went in for a wash and retwist and sat over three hours after being washed to get styled. Once in the chair, the stylist did not do my hair as I asked and while there were some parameters around why she couldn't twist it the way I wanted, my style pictured did not match what I wanted.... I mean ... it was a bun ... how hard is it to do a bun?!
I couldn't sit under the dryer because I had already been there 5 hours and needed to go to work. I requested to speak to the manager who, instead of speaking to me, directly told her stylist "This is just where we are right now", and then further instructed her to stop doing my hair to wash another clients hair who had just arrived 10 minutes prior.
Said stylist did not stop my hair because she herself felt as if that was not the right thing to do. Despite being there 5 hours, being completely ignored by the manager, even at check out, I STILL tipped 20%.
This doesn't end here...
I attempted to reach out to customer service, in which they OFFERED TO REDO MY HAIR. When I requested a different day, I was given the run around. There is no direct phone number, instead they have a customer service person that takes all of their calls. All this week I have been promised a call back in which never happened. I instead had to repeatedly call back every day this week to get answers, which ended up mostly being put on hold.
Here is what's wild about this whole story:
Napstarr's solution went from offering to redo my hair, to the manager questioning what was wrong with my style , to yesterday, telling the costumer service representative that now they can no longer redo my hair. The reason being was because the stylist that did it is not available and on top of that is not offering any refunds.
How you go from offering a redo of my style to nothing at all, is absolutely terrible business. I've requested several times to speak to the manager directly, talk to a supervisor, even atleast an email address in which I'm being told that there isn't any of these options available smh.
As a customer, I am left with nothing but an incorrect hairstyle, time wasted, and no option to get a refund or ANYTHING. I mean atleast offer a discount , a free product, or at the least AN APOLOGY?!
As much as I have spent monetarily and verbalized praises about this business to others, this is really disheartening. Especially when it's to support a black owned business.
I am not letting this go easily. Whether I need to report this business or get in touch with the CEO somehow, I am NOT letting my over $200 service go to waste.
NappStarr Waldorf, do better by your people.