Bad experience at beauty centre

Daily Express

04-08-2025

Published on: Monday, August 04, 2025
Published on: Mon, Aug 04, 2025
By: Lagatah Toyos Text Size: President of the Consumer Claims Tribunal (TTPM), Larina Wong Shiao Yee, instructed the company, represented by its owner, Dr Esther Micheal, during the hearing session to pay the amount, which covers the facial treatment and claim costs, within 14 days from the issuance of Award Form 10. TAWAU: A beauty treatment centre here has been ordered to pay RM599 in compensation to a male customer who was dissatisfied after undergoing a Pico Laser facial treatment at the company's premises. President of the Consumer Claims Tribunal (TTPM), Larina Wong Shiao Yee, instructed the company, represented by its owner, Dr Esther Micheal, during the hearing session to pay the amount, which covers the facial treatment and claim costs, within 14 days from the issuance of Award Form 10. In his claim, Liew Thiem Phin said he visited Borneo Medispa Tawau at Kubota Sentral on March 26 at around 1pm for a Pico Laser facial treatment priced at RM299. He said he experienced extreme pain during the procedure, particularly during the laser shots, and was unsure why significantly more shots were applied this time compared to his first treatment. When he complained about the pain, the staff, a young female employee, told him it was normal, right after the session ended. Upon returning home, Liew saw red marks on his face through his car mirror and immediately sent photo evidence via WhatsApp to the beauty centre, which replied that it was 'normal'. The following day, March 27, he noticed what appeared to be blood marks on his face and sent another photo with questions, but received no reply. By noon, after receiving no response, he called the company's main office in Kuching (based on information from their website) and was told by a supposed customer service executive that the matter would be investigated and escalated. Liew said that when he asked whether his condition was normal and sought possible solutions, the company ceased responding entirely. On March 28, he lodged a complaint with the Spa Association of Malaysia, where he claimed Borneo Medispa's membership had lapsed and had not been renewed for some time. He issued a final warning to the company on March 29 stating that further action would be taken if they continued to ignore him but again there was no response. On April 2, 2025 Liew lodged a police report and the next day took the case to the Tawau Health Office to investigate the spa's operations licensing and procedures while also filing his claim with the TTPM. During the tribunal hearing, Liew testified that he returned for a second treatment because he was initially satisfied with the first but the second experience left lasting effects and no follow-up from the company. He said his claim was not about money but dignity as the marks on his face were never there before and he had to spend additional money on external creams to treat the aftereffects. He also expressed dissatisfaction that the centre later claimed his condition resulted from poor facial care post-treatment such as not avoiding sun exposure or swimming even though he stayed home the entire time in pain. Meanwhile Dr Esther, who flew in from Kuching for the hearing, said the treatment was conducted by trained and experienced staff. She explained that the company stopped responding to Liew's repeated messages on legal advice after he allegedly used harsh and threatening language. She added that the decision was also meant to protect the mental health of her staff citing past incidents where employees developed depression after being verbally attacked by clients. * Follow us on our official WhatsApp channel and Telegram for breaking news alerts and key updates! * Do you have access to the Daily Express e-paper and online exclusive news? Check out subscription plans available.
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