Latest news with #HACOS
Independent Singapore
3 days ago
- Business
- Independent Singapore
Salons now among Singapore's most complained-about industries, prompting calls for regulation
SINGAPORE: A leading trade group is pushing for stricter regulations on Singapore's hair industry after hair salons made a controversial return to the Consumers Association of Singapore's (CASE) list of the top 10 most complained-about sectors in the first half of 2025. According to the latest SCMP report, the Hair and Cosmetology Association of Singapore (HACOS), which represents over 300 professionals in the hair, beauty, and wellness industries, believes it's time for the sector to have stronger oversight, minimum training standards, and better consumer protection. HACOS founder Simon Lee, a trained hairdresser, noted concerns about misleading pricing, hard-selling tactics, and uneven service in the industry, adding that without proper regulation, such issues could continue affecting both consumers and its reputation. Hair salons overtake airlines in complaints According to data released by CASE on Aug 5, the hair salon industry ranked ninth in total consumer complaints from January to June 2025, surpassing even airlines, which placed tenth. The motor car industry held the top spot as usual. This marks a reappearance for hair salons, which had dropped off the list during the same period last year. Melvin Yong, president of CASE, noted that many of the grievances centred on high-pressure sales, deceptive promotions, concealed charges, and unsatisfactory service. See also Clarke Quay club brawl sends one man to hospital There's been some improvement; prepayment losses fell to S$5,619 this year, down from S$21,810 in the same period last year. Still, the industry's practices continue to raise concerns. Misleading practices and viral backlash In June, a high-profile case involving the HairFun salon chain confessed to doing unfair practices aimed at elderly customers. They provided low-priced haircuts or even free service, but then aggressively sold costly treatments, sometimes even without the customer's consent. An elderly customer tried to avail the services of a HairFun outlet for a publicised S$8 trim but ended up paying almost S$1,000 for a treatment bundle he did not approve of. Following public clamour, HairFun promised to stop such manoeuvres, obediently work with CASE, and carry out a five-day cooling-off period for packages that have been paid in advance. Meanwhile, social media has become a platform for unhappy salon customers. YouTuber and travel influencer Bernard Wang, 33, shared a video about how service standards declined after he purchased a 12-session package for S$250. While his first visit was 'perfect,' he later faced pushy upselling and indifferent service when he declined to buy more products. 'From my third visit, they kept scanning my scalp to say it was inflamed and tried to sell me shampoo,' said Wang. 'When I declined, they rolled their eyes. Eventually, even the relaxing massages were cut down to a quick two minutes.' He finished his sessions but promised never to buy such packages again. Another customer, Yeo Z G, shared on Facebook that his 70-year-old mother received a poor haircut and was treated coldly after refusing to sign up for extras. 'Her haircut was uneven, but we didn't take action. It was only S$10,' he said, adding that regulations could provide a formal way to seek recourse. Industry without a rulebook Unlike countries such as Australia, Japan, and the UK, Singapore has no licensing requirements or national skills framework for hairdressers. According to Lee, this lack of structure leads to inconsistent service, poor results, and even unsafe practices. 'This regulatory gap significantly contributes to rising consumer complaints and public distrust,' Lee said. 'A phased approach to regulation would ensure skill, accountability, and professionalism.' He also noted an increase in budget salons offering free haircuts as bait, which may explain the industry's return to CASE's complaint list after a brief drop-off in 2024. What's being proposed HACOS is advocating for: – Mandatory training and certification for hair professionals – Transparent pricing structures – Standardised grievance resolution mechanisms – Greater consumer education Meanwhile, CASE is encouraging consumers to visit CASETrust-accredited salons, which offer cooling-off periods and follow a strict 'no selling during treatment' policy. YouTuber Wang also suggested a grading system for salons based on customer feedback, displayed alongside CASE's contact details. 'Put a visible rating sticker at the entrance so customers think twice before committing,' he said. Will regulation be the cut the industry needs? While regulation might create challenges for some small operators, supporters say it's necessary to eliminate bad practices and improve standards across the board. 'Regulating the hair industry is not just possible—it's necessary,' said Lee. 'It will protect consumers, enhance the profession, and secure the future of an industry that's essential to our everyday lives.' For now, the demand for reform is growing louder, and so are the voices of consumers asking for better services.
South China Morning Post
4 days ago
- Automotive
- South China Morning Post
Hair-raising times as Singaporeans fume over poor service, pushy sales tactics at salons
A trade association has called for the regulation of the hair industry after hair salons entered the Consumers Association of Singapore's (CASE) top-10 list of most complained-about sectors for the first half of this year. Advertisement The Hair and Cosmetology Association of Singapore (HACOS), which represents more than 300 members in the beauty, hair, make-up and nails industries, said stronger oversight and minimum competency standards are needed to raise professionalism and protect consumers. Complaints against hair salons rose to ninth-highest among industries between January and June this year, surpassing even airlines, which placed 10th, according to CASE figures released on August 5. The motor car industry received the most complaints. This marks a return for hair salons, which were absent from the top 10 in the same period last year. However, the number of complaints in the first half of this year was 167, lower than the 170 in the first half of 2024, CASE president Melvin Yong said. Advertisement Prepayment losses were also lower – S$5,619 (US$4,386) this year compared with S$21,810 last year. Yong said the complaints were largely about high-pressure sales tactics, misleading or false claims, hidden charges for add-ons and poor service.
CNA
5 days ago
- Business
- CNA
Trade group calls for hair salons to be regulated after complaints enter consumer watchdog's top 10
SINGAPORE: A trade association has called for the regulation of the hair industry after hair salons entered the Consumers Association of Singapore's (CASE) top-10 list of most complained-about sectors for the first half of this year. The Hair and Cosmetology Association of Singapore (HACOS), which represents more than 300 members in the beauty, hair, makeup and nails industries, said stronger oversight and minimum competency standards are needed to raise professionalism and protect consumers. Complaints against hair salons rose to ninth-highest among industries between January and June this year, surpassing even airlines, which placed 10th, according to CASE figures released on Aug 5. The motorcar industry received the most complaints. This marks a return for hair salons, which were absent from the top 10 in the same period last year. However, the number of complaints in the first half of this year was 167, lower than the 170 in the first half of 2024, said CASE president Melvin Yong. Prepayment losses were also lower - S$5,619 (US$4,386) this year compared with S$21,810 last year. Mr Yong said the complaints were largely about high-pressure sales tactics, misleading or false claims, hidden charges for add-ons and poor service. Allegations of poor service and aggressive upselling have plagued the hair industry, with some customers being charged excessive prices for services they did not agree to. In June, the HairFun chain of salons admitted to unfair trade practices targeting elderly clients. Salons had offered free or cheap haircuts, then misled seniors into buying expensive services and packages. In one case, an elderly man who went in for an S$8 haircut was charged nearly S$1,000 for a treatment package he had not consented to. HairFun has since pledged to end such practices, cooperate with CASE to resolve complaints and provide a five-day cooling-off period for refunds on prepaid packages. CUSTOMERS SHARE BAD EXPERIENCES Some consumers have taken to social media to share their experiences with hair salons. Mr Bernard Wang, 33, a travel influencer on YouTube, posted a short video describing a decline in service standard at a salon after he bought a 12-session package for about S$250. During his first visit, where he had a haircut and a wash for S$25, "service was perfect". "They served tea, gave head and shoulders massage despite running on full house on weekends," said Mr Wang, who also does trading and web design. But from his third visit, the staff started taking him into a room for "free scalp scanning" to show him that his scalp was inflamed or peeling and tried to sell him a special shampoo. Mr Wang said: "I said I have shampoo at home and (the hairstylist) replied, rolled (his) eyes ... 'Who does not have shampoo at home?' " "I didn't complain or make a big scene as you don't want them to act rashly and cut off your hair out of rage." In his subsequent visits, the staff tried to sell him more products, and he declined each time. "They didn't like me and stopped giving me the (relaxing) massages for my subsequent visits. They just massage me as if I am already dead, like two minutes' massage instead of the usual five minutes." He endured the remaining sessions but no longer buys salon packages. Another customer, Mr Yeo Z G, 41, also took to Facebook to complain about a hair salon which gave his 70-year-old mother an uneven haircut and poor attitude after she refused to sign up for a membership or pay for extra services. She was asked if she wanted a wash as her hair was "dirty", and was later treated coldly by the hairdresser after declining. She went home to discover that her haircut was uneven. "We didn't take action on the salon. Mainly because it's not a big loss," said Mr Yeo, adding that his mother paid only S$10 for the haircut. He believes regulation could provide a formal avenue for feedback and accountability. CALLS FOR MANDATORY STANDARDS HACOS founder Simon Lee, a trained hairdresser, said complaints often stemmed from hard-sold packages, poor results, inconsistent service and unclear pricing. In contrast to regulated hair industries in countries like Australia, the UK, the US, Korea and Japan, Singapore has no mandatory licensing requirements for hairdressers, he said. "As a result, there is no standardised skills framework to ensure that all hairdressers meet minimum levels of entry with proper hair education, training or competency," said Mr Lee. "This regulatory gap contributes significantly to the rise in consumer fears, complaints, particularly concerns with service quality, safety and accountability." The industry did not appear in CASE's top-10 annual rankings between 2013 and 2020, but made the list every year from 2021 to 2023 before briefly dropping out in 2024. Its return this year may be linked to a rise in budget salons using cheap or free haircuts as a hook, said Mr Lee. He called for phased regulation to ensure practitioners are qualified and reduce unsafe practices. "Regulation of the hair industry is not only possible, but increasingly desirable for the long-term health of both the industry and nation and protection of consumers," he added. HACOS promotes best practices, such as training and certification, price transparency and listing. CASE urged consumers to visit CaseTrust-accredited beauty, spa and wellness businesses as they offer a five-day cooling-off period for refund of unutilised services if they did not wish to proceed with their packages. "CaseTrust-accredited businesses are also committed to ensure a stress-free treatment with a 'no selling' policy during treatment," Mr Yong said. Mr Wang suggested that salons be required to display CASE's contact information prominently, alongside a service grading system based on customer feedback and complaints.
