“Skincare brand Skin Inc surprised customers when it announced the closure of its only physical store at ION Orchard as part of a ‘brand refresh’. The closure was revealed 2 days after the store shut its doors,” Skin Inc shared in an Instagram post on 15 Feb, stating, “After 16 years there, its concept store at ION Orchard ‘will be closed’ from 13 Feb.”
The sudden closure left some customers feeling aggrieved, especially those with existing credits. One customer, who had at least S$3,000 worth of credits, expressed frustration over the untimely announcement of the closure and received unsatisfactory responses from customer service concerning the products’ short expiry dates. The customer shared, “I still remain with no products… nor any good recourse.”
In response to the concerns raised by customers, Skin Inc founder Sabrina Tan issued a public apology on Instagram, addressing the challenges faced by the company amid the evolving retail landscape. Tan mentioned the expansion of their medspa partners to mitigate waiting lists for customers. Furthermore, Skin Inc plans to unveil its brand refresh in the second quarter of the year, while emphasizing that their products will remain available through various retailers and platforms across Singapore.
Additionally, Skin Inc updated in a subsequent Instagram post on Friday (21 Feb) that they have partnered with four medspas offering a total of 25 treatment rooms, signaling their decision to discontinue in-house facial services in order to concentrate on product enhancement. The company assured customers that their product credits would be uploaded to the online store, with replenished products expected soon.
Customers seeking assistance or clarification are encouraged to contact Skin Inc’s “enhanced” customer service team via WhatsApp or email, with responses promised within 48 to 72 hours.
