Venus Beauty shuts branches, leaving customers seeking refunds

Laser hair-removal chain Venus Beauty has closed eight of its 13 branches, leaving customers with prepaid treatments seeking refunds, Swiss broadcaster SRF reports. The company disputes complaints about its treatment advice and handling of unused packages.

A customer in Bern paid nearly CHF 1,000 for a package of 10 sessions, but the branch closed before her first appointment. She was directed to branches in Zurich or Baden. After her legal protection provider intervened, Venus Beauty promised a refund, but then stopped responding to her emails, she told SRF’s consumer programme Espresso.

Customers across Switzerland have reported similar problems after branches closed in Lucerne, St Gallen, Aarau, Basel and Bern. Some say the company refused to refund unused packages and offered vouchers instead. Others say refunds were promised but never arrived. Venus Beauty’s rating on Trustpilot is 1.6 out of five stars.

A customer in Zurich underwent 34 laser treatments over four years, despite the company’s website recommending six to 12 sessions for an optimal result. She said the consultation was inadequate and that safety precautions, such as covering veins, were not taken. Skin changes appeared during her treatment.

Daniel Mahler, a dermatologist in Lucerne, said four to 10 sessions can typically reduce hair by 80 to 95 per cent. The number depends on the body area, skin type and hair colour, and there is no guarantee of permanent hair removal. If treatments stop producing results, they should not continue indefinitely.

Mahler said laser treatment should not normally cause skin changes, although redness, itching, burning or slight swelling can occur. Excessive energy or unsuitable settings can cause burns and blisters, which may leave dark or light patches. Moles, tattoos and blood vessels should be covered during treatment.

SRF legal expert Gabriela Baumgartner said a studio may refer customers to another branch in the same neighbourhood when one closes, but not to a different city. In that situation, customers have a right to cancel and receive the remaining balance; they do not have to accept vouchers.

Venus Beauty rejected the Zurich customer’s allegations, saying she had received sufficient written information and that the 34 sessions were refresher treatments requested by her. The company said it always covers veins and moles. It also said it refunds unused balances when a branch is at least a 30-minute drive away, describing this as a gesture of goodwill. Customers have said that refunds often did not follow.

After Espresso intervened, both the Bern and Zurich customers received their money back. SRF also reported that laser studio employees have been required to hold an official professional certificate for about two years.