CASE: 38 complaints against Organic Salon at Boon Lay Shopping Centre in past 8 months

The salon was recently accused of overcharging a customer S$1,222 for a hair procedure.

Jean Chien Tay | August 24, 2021, 12:55 PM

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Organic Salon, the salon at Boon Lay Shopping Centre that allegedly overcharged a customer S$1,222 after a hair appointment, has reportedly racked up 38 complaints from consumers since January, according to the Consumers Association of Singapore(CASE).

The salon was accused of charging a customer, Tiew, S$1,450 instead of the previously agreed sum of S$228.

Speaking to Mothership, Tiew said that when he asked for a refund, the salon said the additional charges were for future appointments, though he did not agree to it.

Thereafter, the shop refunded Tiew partially "out of goodwill", returning S$725 to him whilst he was charged S$598 for a scalp treatment that was supposed to be S$99.

Tiew lodged a police report after the incident.

CASE: Most complaints about misleading statements

In response to Mothership's queries, CASE's President, Melvin Yong, said that most of the complaints lodged against Organic Salon between Jan. 1 and Aug. 23 this year were about false or misleading statements and pressure sales tactics.

"For example, consumers complained that they were led to believe that they were paying promotional prices for a haircut or hair treatment, but were subsequently pressured to purchase higher end treatments at higher prices," he added.

Additionally, there were complaints about the salon charging customers for extra treatment or packages without their expressed consent.

Organic Salon is under investigation

According to CASE, the salon previously received 23 complaints from 1 January 2019 to 31 August 2020, and was one of the four salons that signed Voluntary Compliance Agreements(VCAs) in a bid to settle the disputes.

Despite signing the VCA, CASE has continued to receive complaints against Organic Salon from consumers.

Due to the "non-compliance of the VCA", CASE has since referred Organic Salon to the Competition and Consumer Commission of Singapore (CCCS) for investigation.

It is understood that CCCS is looking into the matter, and consumers who encounter unfair practices at Organic Salon are advised to approach CASE.

CASE's advice to consumers

Yong reminded consumers that they have the right to say "no" and walk away when facing "aggressive pressure sale tactics".

Consumers should also refrain from making any financial commitments if they feel overwhelmed, uneasy or intimidated during the sales pitch.

Yong added that consumers should be mindful of “special discount”, “trial” or “one-time only” offers, as the staff may "take the opportunity to push packages and leave little time for consideration".

Alternatively, consumers can patronise "CaseTrust" accredited hair and beauty salons, as these entities offer a five-day "cooling off period" for consumers to seek a refund for un-utilised services if they do not wish to proceed with the packages signed.

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Top image via Consumer's Association of Singapore/Facebook & Tiew's employer 

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