A mother in Malaysia recently took to Facebook to complain that her child’s haircut was ruined, saying it looked as if it had been “bitten by a dog”. Her post quickly went viral, and the salon owner, together with three employees, decided to shave their heads to apologise. They also promised that until the 30th of this month, customers who are unhappy with their haircut will not need to pay.
According to Oriental Daily News, the mother had taken her child to a salon in Kulai, Johor. After the haircut, she felt the result was unacceptable and wrote online that it looked like it had been “bitten by a dog”, which immediately drew strong reactions from netizens.
It was reported that the salon contacted the mother right after the incident to apologise. After discussions, the original Facebook post was taken down.
To show sincerity and take responsibility, the salon owner and three members of their management team shaved their heads together and recorded the process on video. The video was later uploaded online, again sparking wide discussion.
Some netizens felt the salon was trying to gain attention and questioned whether the shop had handled the matter properly in the first place, pointing out that the apology only came after the Facebook post went viral.
It was understood that a newcomer had done the boy’s haircut, and the salon agreed to take full responsibility.
Although some saw the apology as a marketing tactic, the salon’s management said they were determined to make up for the mistake, improve customer experience, and show through their actions that they would not avoid responsibility.
The founder of the salon chain also posted on Facebook to thank the public for their feedback. The founder admitted that the salon “was indeed at fault this time” and hoped people would give them a chance to improve. He also promised that all branches would not charge customers who are dissatisfied with their haircut until the 30th of this month.
In a video released yesterday, the founder also added that each branch’s Facebook page now includes the contact number of the person in charge of customer complaints. QR codes linked to WhatsApp have also been added at each outlet’s counter, allowing customers to scan and submit feedback if they are unhappy with the service.
