SINGAPORE, July 30 — A Singapore beauty and wellness chain has agreed to provide up to S$1 million (RM3.17 million) in refunds after staff allegedly trapped customers in treatment rooms, checked elderly clients’ retirement savings and pressured them into buying packages they had not intended to purchase.

DNA Brands, which operates brands including The Mineral Boutique, Beautique, SAE-REN, Jingran, Harmonix, Allura and Comfeet, was investigated over unfair sales practices, CNA reported, citing the Competition and Consumer Commission of Singapore (CCS).

The regulator said an area manager and some employees used a “coordinated set” of pressure tactics, including leaving facial masks on customers after treatments had ended so sales pitches could continue inside treatment rooms.

The Consumer Association of Singapore (CASE) received 53 complaints against DNA Brands between August 2024 and October 2025, involving more than S$980,000 in disputed transactions.

About half involved customers who had spent more than S$10,000 on packages and products, while at least 40 per cent of complainants were aged 60 or older.

CCS described the tactics as “deliberate and calculated”.

Investigators found that some employees asked customers how many credit cards they held, presenting the questions as checks for promotions.

“In reality, they were assessing how much each consumer could spend,” CCS said.

The tactics escalated for elderly customers, with some staff checking their Central Provident Fund balances.

“In at least one case, a consumer was pressured into using their CPF savings to pay for beauty packages and products,” CCS said.

“Some staff even helped consumers change their CPF withdrawal limits and directed them to nearby bank branches or ATMs to withdraw cash.”

Complaints involving Beautique were linked to outlets in Ang Mo Kio, Orchard Plaza, The Centrepoint and Toa Payoh, while those involving The Mineral Boutique concerned outlets at NEX, Jewel and Wheelock Place.

The watchdog said it found no evidence that DNA Brands’ directors had personally directed or participated in the practices.

DNA Brands dismissed or suspended implicated employees after the investigation began and barred them from earning sales commissions, CCS said.

The company said their conduct did not reflect the standards expected across its operations.

“In response, the company acted decisively, strengthened management oversight and implemented additional safeguards to help ensure these standards are consistently upheld,” DNA Brands said.

“The company has since enhanced its compliance framework, strengthened staff training, increased management oversight and introduced additional consumer protection measures across its operations.”

The company has committed to ending unfair trade practices, introducing stronger disciplinary measures and displaying a 14-day refund policy prominently at its outlets.

It will deposit up to S$1 million with an independent escrow agent to fund refunds for eligible customers.

Those who bought products or services from designated DNA Brands outlets from 1 January 2023 and experienced “undue pressure or aggravating circumstances” may qualify. Refund amounts will depend on the circumstances of each case.

CASE will administer the scheme and has urged potentially eligible customers to contact the association to check their eligibility and submit a claim.

CCS said it would continue monitoring the company and could take further enforcement action if new complaints or unfair practices emerged.

“Consumers should never be made to feel trapped or pressured into spending money they did not intend to part with, and no one should ever feel that their retirement savings are at risk during a visit to a beauty salon,” CCS chief executive Alvin Koh said.

“Businesses must know that exploiting consumers through pressure tactics carries real consequences.”