Withholding personal items among 'rampant' pressure sales tactics at beauty salons

SINGAPORE – Withholding customers’ personal items and criticising their looks are among the pressure sales tactics used frequently by beauticians here, the Consumers Association of Singapore (Case) said in a statement today (July 22).

According to data released by the national consumer watchdog, such tactics top the list of complaints with regards to the beauty industry.

Of the total of 1,525 cases it has filed and assisted with from January 2011 to June 2016, 485 were about aggressive or deceptive tactics.

“Consumers complained that the beautician withheld their personal belongings while pushing more products or services to them, or used harsh and critical words to make consumers feel self-conscious about their looks or body,” Case said.

It added that some beauticians even made their sales pitch for hours in an enclosed room, resulting in “mental exhaustion” by the consumers.

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Also, consumers have reported getting injured or receiving substandard beauty treatments from unprofessional or incompetent staff.

Such “unsatisfactory services” were the second most common consumer gripe, making up 311 or about 20 per cent of the complaints handled by Case.

The association has since signed letters of undertaking with four beauty businesses to stop their unfair practices.

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As at June 20, there are 641 businesses under the CaseTrust spa and wellness accreditation scheme, all of which have pledged to provide a five-day cooling-off period for their customers and to adhere to a “no selling” policy in treatment rooms.

Despite this, there were 129 complaints against CaseTrust-accredited businesses.

Case will hold a free seminar on July 30 to educate consumers about what to look out for when buying beauty products or services.

The half-day Beauty Fair will be held at the National Trades Union Congress Centre on One Marina Boulevard from 10am to 1pm.

huizhen@sph.com.sg