CCCS Issues Warning to Bukit Panjang Salon That Once Charged $772 When the Initial Quote Was $99

By
Sushmita Kaur
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CCCS Intervenes as Bukit Panjang Salon Charges Heftily Above Quoted Haircut Prices

Dear reader, what is the most you’re willing to pay for a haircut and hair wash service? Perhaps S$50? $60? Personally, I find anything beyond that quite excessive.

Unfortunately, it is not uncommon for salons to use aggressive sales tactics that take advantage of unsuspecting customers. You would assume that you are paying the standard price listed for a haircut, only to discover additional treatments tacked onto the bill without your consent.

Take this case for example where an elderly man was charged S$99 for a hair treatment, although he only intended to pay S$8 for a haircut.

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But how about…$772?

A Similar Incident at a Bukit Panjang Salon

A recent report highlighted a startling case where a customer was charged S$772 for a haircut and hair wash service package, a sum that could easily cover a flight ticket.

It was not her fault though; the initial quote was $99.

This incident, coupled with many, had occurred at Natural Salon, now operating as K Salon. The shop is located at 260 Bangkit Road.

The Competition and Consumer Commision of Singapore (CCCs) has since issued a warning to the Bukit Panjang establishment.

Detailed Findings of the Investigation

An investigation by CCCs revealed three unfair practices at  Natural Salon between 16 May 2021 and 11 August 2021.

First, demanding payment for unsolicited hair service packages and unsolicited hairstyling and hair washing services.

Despite initially stating the cost of a haircut and hair wash service package to be $99, the salon demanded a customer to pay S$772 for it.

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Second, the salon deceitfully displayed a banner outside its storefront, announcing haircuts at S$2 or $3 due to a “new opening special”. Keep in mind that the store had been operating for at least eight months.

Customers drawn in by this offer were charged S$35. The salon claimed that the price stated on the banner was for members only- membership cost an additional S$200.

Third, CCCS also uncovered that the salon was charging prices for haircuts or hair treatment packages that were substantially higher than the estimate provided to the customer without the customer’s consent.

In one incident, a customer was coerced into paying $35 for unsolicited hair washing and scalp scanning service despite expecting to pay the S$2 to S$3 which was initially quoted.

Actions Taken by the Salon Post-Investigation

Natural Salon has implemented several corrective measures.

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To comply with the Consumer Protection (Fair Trading) Act (CPFTA), the misleading banner was removed entirely, and full refunds were provided to customers who were affected by the unfair pricing strategies.

The salon has assured CCCS that they would cease the mentioned unfair practices and ensure that all relevant information such as pricing, disclaimers and terms and conditions are listed clearly on their advertisements.

Additionally, the invoices for their services now include a 5-day cooling off period so customers can cancel their transactions. An internal compliance policy will also be placed to ensure that their marketing materials comply with the CPFTA, and staff will also undergo further training to avoid future unfair practices.

CCCS issued a warning and closed the case. However, if Natural Salon breaches the agreement, the case would be re-opened for further investigations.

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Sushmita Kaur
Email: [email protected]