Negative Google review ignites salon conflict at Just Cuts

The Incident That Led to a Hairdresser’s Dismissal

A hairdresser at a well-known salon chain in Canberra found herself at the center of a legal dispute after being fired following a heated exchange with her manager. The incident, which was captured on CCTV, involved allegations of aggressive and disrespectful behavior that ultimately led to her dismissal.

Xiaofeng Lu, an experienced senior stylist, was employed casually at two Just Cuts salons in Fyshwick and Manuka. She was dismissed via text message by operations manager Kelly Chea in April 2025. The reason given for her termination was related to a one-star Google review left by a client, which mentioned a "Chinese-speaking staff member."

The salon claimed that Ms. Lu was let go due to serious misconduct, including aggressive, disrespectful, and disruptive behavior during a discussion about the negative review. However, Ms. Lu denied these allegations, stating that her dismissal was motivated by complaints she had made regarding unpaid superannuation and racial discrimination.

On the day of her dismissal, Ms. Lu sent an email to the company requesting an update on the status of her superannuation payments, which had been mistakenly deposited into the wrong fund. She also highlighted her extensive experience as a hairdresser, having received multiple customer service awards from the franchisor's head office.

According to Ms. Chea, Ms. Lu became defensive when discussing the negative review. She described how Ms. Lu was dismissive and continued scrolling on her phone despite being on shift. Ms. Chea said that Ms. Lu refused to take responsibility for the feedback and engaged in unprofessional behavior. At one point, Ms. Lu reportedly put her finger to her mouth and told Ms. Chea to “shush.”

Ms. Chea also claimed that Ms. Lu used a Chinese expression, which she explained meant “bullsh*t” and incompetence, to describe her. When asked to finish her shift early to de-escalate the situation, Ms. Lu responded with hostility, abruptly gathering her belongings, slamming cabinet doors, and discarding a used towel into a bin near clients. This created a tense atmosphere in front of customers.

Her account was supported by CCTV footage and a colleague who was present during the incident. Ms. Chea believed that Ms. Lu’s conduct amounted to serious misconduct, making it untenable for her to continue working at the salon.

However, Ms. Lu alleged that Ms. Chea became angry, raised her voice in a public shopping area, and made a discriminatory remark that left her shocked and humiliated. The comment was: “You are the only Chinese staff with a Chinese accent, and you work with the white people. If anything is wrong, it must be you.”

Ms. Lu stated that the public dismissal caused emotional distress, reputational damage within Canberra’s small hairdressing community, and financial hardship. She believed that the request for an update on her superannuation payments triggered the meeting that led to her termination.

The company explained that the error in superannuation payments was due to a simple mistake in the accounting software Xero, which listed Ms. Lu’s super fund incorrectly. Steps were taken to rectify the error once it was raised.

Fair Work Commission (FWC) deputy president Lyndall Dean accepted Ms. Chea’s evidence, finding that Ms. Lu’s comments were deeply disrespectful and that her behavior was intimidating and bullying. She noted that in a small salon where employees need to work closely together, Ms. Lu’s actions created an unsafe and uncomfortable environment for others.

Dean rejected Ms. Lu’s claim that her dismissal was motivated by her raising issues about the superannuation payment, stating that the error was inadvertent and quickly addressed once identified.

Legal Implications and Ongoing Questions

This case raises several questions about workplace conduct, fair dismissal, and the balance between employee rights and employer responsibilities. It also highlights the complexities of handling sensitive issues such as racial discrimination and unfair treatment in the workplace.

Other recent cases have seen similar disputes, including a female supervisor who faced a legal setback despite allegations of sexism and victimization. Another case involved the sacking of an employee over a work lunch booze test, leading to a significant payout. Additionally, there have been instances where claims of sexism were dismissed, and even a pregnant hairdresser who faced demotion and discrimination was awarded substantial compensation.

These cases underscore the ongoing challenges in ensuring fair treatment and addressing grievances in the workplace. They also emphasize the importance of clear communication, proper procedures, and respect for all employees regardless of their background or position.