A Singapore beauty and wellness chain will set aside up to S$1 million to refund customers after authorities found that staff used aggressive sales tactics, including keeping clients in treatment rooms until they agreed to buy products or services they did not want.

The Competition and Consumer Commission of Singapore said on July 30 that employees at several outlets run by DNA Brands Co Pte Ltd had worked together to pressure customers into making purchases, Mothership reported.

Investigators found that some staff applied facial masks even after treatments had finished, prolonging customers’ time in treatment rooms while continuing sales pitches. Several customers said they felt trapped and unable to leave until they agreed to spend more.

CCS also found that staff asked customers how many credit cards they owned, not to determine their eligibility for promotions as claimed, but to gauge how much they could afford to spend.

In some cases, employees checked elderly customers’ balances in their Central Provident Fund (CPF) accounts, Singapore’s mandatory retirement savings scheme. Staff then helped them raise their CPF withdrawal limits and directed them to nearby banks or ATMs to withdraw cash. At least one customer was persuaded to use retirement savings to pay for beauty packages and products.

CCS said the practices began in 2023 and involved an area manager and several employees. The investigation found no evidence that the company’s directors directed, participated in or were aware of the misconduct.

Following the investigation, DNA Brands dismissed or suspended the employees involved and removed their sales commissions. The company also pledged to end the practices, strengthen staff supervision, and introduce stricter disciplinary measures, The Straits Times noted.

All outlets under DNA Brands, including The Mineral Boutique, Beautique, SAE-REN, Jingran, Harmonix, Allura, and Comfeet, will display a 14-day refund policy.

The Mineral Boutique in Singapore is operated by DNA Brands Co. Photo from Instagram/@themineralboutiqueofficial

The refund scheme will be administered by the Consumers Association of Singapore. DNA Brands will place up to S$1 million (US$780,200) in an independent escrow account to compensate eligible customers.

Consumers who bought products or services at participating DNA Brands outlets from Jan. 1, 2023, and believe they were subjected to unfair sales tactics may apply for a refund. The amount refunded will depend on the circumstances of each case.

CCS chief executive Alvin Koh said consumers should never feel “trapped” or pressured into spending money they did not intend to spend.

“No one should ever feel that their retirement savings are at risk during a visit to a beauty salon,” he said.

Koh added that while CCS does not intervene in every consumer dispute, it will prioritise cases involving broader consumer harm. “Businesses must know that exploiting consumers through pressure tactics carries real consequences.”