A man who went for a haircut ended up with a bleeding ear and a tiny bit of his ear nipped off.
A woman who bought an online group-purchase hair package at $148 ended up with a bill of $550 and much to her disappointment, her hair remained curly after having hair straightening treatment.
These are just two examples reflecting the common nature of rising consumer complaints against hair salons.
In the first 8 months of 2014, there were 62 such complaints compared with 78 for the whole of last year. Most of the complaints were related to service quality and surcharge, arising from sales tactics.
In the ear-injury case, the complainant was enticed by a hair salon which advertised speedy service in haircut. As he was being served, he suddenly felt a sharp excruciating pain on his ear which was found bleeding.
The complainant was helped by a salon staff to a nearby hospital for medical treatment where the doctor examining the wound confirmed it was caused by a scissors cut.
He demanded compensation from the hair salon but to no avail. Upon conciliation of the Consumer Council, and with support of medical proof and receipts from the complainant, the hair salon finally agreed to a monetary settlement of $15,000.
In the other case, the complainant bought online a group-purchase package complete with straightening/curling perm + shampoo/cut/blow dry + oil treatment at a bargain price of $148. When she went to the hair salon to redeem the service, she soon realized the price was too good to be true.
First, a $150 surcharge was required for treatment of her damaged hair in preparation for the stipulated package service; second, she was persuaded to pay another $250 surcharge for upgrade to a Japanese multi-colour dye.
She subsequently paid a total of $550 but was dissatisfied with the result of the straightening treatment. She was told to take a shampoo in a few days, which should help straighten her hair; nonetheless, her hair remained curly. She called the hair salon for further treatment but was flatly refused.
She complained that the salon's service had differed from what it advertised online; she would not have chosen the package had she known beforehand of the surcharges. She asked for refund of the additional charges.
Upon conciliation of the Council, the hair salon contended that it had sought the prior consent of the complainant for the additional services and surcharges. The online group-purchase company also approached by the Council later agreed to refund $150 to the complainant in settlement of the case.
In a similar case, the complainant went for an Ionic Straightening Perm hairstyling and, despite having treatment twice, her hair remained dry and dull without any luster. The hair salon refused to refund and the complainant undertook to pursue her case for recourse to the Small Claims Tribunal.
In yet another case, the complainant went for a haircut and dye, and had told the hairdresser of her allergy to ammonia in hair dye. She was recommended the use of a more costly hair dye guaranteed not to cause her allergy.
But the next day, she felt slight itching on her head which later spread to her forehead, neck and back of her ears turning red, swollen and painful. On conciliation of the Council, the hair salon agreed to her demand for refund.
As with other advertising, consumers should pay special attention to the less prominent details such as surcharge for a designated hairdresser, or the length of your hair, or any particular requirements you may have. If such information is not readily available on the price list, consumers will do well to find out beforehand to avoid unnecessary dispute afterwards.
With online group purchase increasingly popular, take heed of the restrictions in usage; if you suspect the hair salon to be in non-compliance of the terms and conditions, complain to the online operator for assistance.
Many hairstyling products contain chemical ingredients; if in doubt of the product contents, ascertain with your hairdresser. And if you should experience allergic reaction, cease using the product and seek medical advice.
Ask for and retain the receipt listing out the various services provided, in case you may need it to make a complaint.
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