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Singapore's CASE alerts consumers after receiving 89 complaints against Diva Lash & Nails in two years

Based on the complaints received, CASE noted that most of the affected consumers signed nail or eyelash packages, ranging from approximately S$120 to S$1,200.

Woman in nail salon receiving pedicure by a beautician, illustrating a story on CASE's alert after receiving 89 complaints against Diva Lash & Nails.
Singapore's CASE alerts consumers after receiving 89 complaints against Diva Lash & Nails in two years. (PHOTO: Getty) (petrenkod via Getty Images)

SINGAPORE — The Consumers Association of Singapore (CASE) has issued an alert to consumers after it received multiple complaints against Diva Lash & Nails, a beauty salon offering manicure, pedicure, nail and eyelash extension services.

CASE said in a statement released on Wednesday (24 January) that it has received 89 consumer complaints, from 1 January 2022 to 31 December 2023, against the beauty salon.

"In general, consumers complained that they encountered poor after-sales service such as difficulty in making appointments with Diva Lash & Nails," CASE said. "Some consumers also complained that they encountered side effects such as discomfort, swelling and itch following eyelash extensions."

Based on the complaints received, CASE noted that most of the affected consumers signed nail or eyelash packages, ranging from approximately S$120 to S$1,200, with Diva Lash & Nails.

When consumers tried contacting the salon to make appointments, the consumer watchdog said, they encountered difficulty as the latter was either unresponsive or took a long time to respond.

"For consumers who managed to secure appointment timeslots, they were subjected to a long waiting time at the salon before they were attended to," CASE added.

Further, consumers complained that the eyelash extensions performed by Diva Lash & Nails were of poor quality, with the extensions falling off within days after the treatment. Consumers also complained that they encountered discomfort, swelling and itch following the treatment.

CASE said there were instances when Diva Lash & Nails said it would refund its customers but the refunds were not honoured despite several attempts by the customers to follow up.

CASE engagement

Following the consumer complaints, CASE said it engaged Diva Lash & Nails in December 2022 to sign a Voluntary Compliance Agreement (VCA) to cease its unfair practice and compensate affected consumers, but the salon did not do so.

Now, the consumer watchdog is engaging the Competition and Consumer Commission of Singapore to consider further action against the company.

Under the Consumer Protection (Fair Trading) Act (CPFTA), it is an unfair practice for a business to make misleading or false claims. It is also an unfair practice for a business to represent that its goods or services have performance characteristic, qualities, uses or benefits when it is not so.

"Consumers who encounter such unfair practices have the right to seek recourse under the CPFTA. They may approach CASE for assistance," CASE said.

CASE advice to consumers

CASE advises consumers to do their own research and consult independent reviews to understand the service standard and track record of the selected beauty salon before making purchases.

Other advice for patronising beauty salons:

  1. Beware of "special discount", "trial" or "one-time only" offers. Staff may take the opportunity to push packages and leave little time for consideration.

  2. If consumers feel overwhelmed, uneasy or intimidated during the sales pitch, they should just leave the premises and refrain from making any financial commitments.

  3. Consumers should patronise CaseTrust accredited beauty salons. These businesses offer a five-day cooling-off period for consumers to seek a refund for unutilised services if they do not wish to proceed with the packages signed. These businesses also provide stress-free treatments as they are not allowed to engage in sales pitches during the treatment.

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