Negative Google review ignites salon conflict at Just Cuts

The Hairdresser’s Controversial Dismissal

A hairdresser who was fired after a dispute over a one-star Google review has lost her case against the salon, as the Fair Work Commission ruled that her dismissal was justified. Xiaofeng Lu, an experienced stylist with over 20 years of experience, was employed casually at two Just Cuts salons in Canberra. She was terminated via text message by operations manager Kelly Chea in April 2025, following a tense conversation about a negative customer review.

The review, which mentioned a "Chinese-speaking staff member," became a focal point of the conflict. According to Chea, Lu displayed aggressive and disrespectful behavior during the discussion. She claimed that Lu was dismissive, continued scrolling on her phone, and even told her to “shush” during the conversation. Additionally, Chea alleged that Lu used a derogatory phrase, which she described as a Chinese expression meaning “bullsh*t” and incompetence.

Chea also stated that Lu's behavior escalated further when she was asked to finish her shift early to de-escalate the situation. Lu reportedly gathered her belongings abruptly, slammed cabinet doors, and discarded a used towel in front of customers, creating a tense atmosphere. This account was supported by CCTV footage and a colleague present at the time.

Lu denied the allegations, claiming that her termination was motivated by complaints she had made about unpaid superannuation and racial discrimination. On the day of her dismissal, she sent an email requesting an update on her superannuation payments, which had been mistakenly directed to the wrong fund.

The company explained that the error occurred due to a simple mistake in the accounting software Xero, where Lu’s super fund was listed as Australian Retirement Fund instead of Australian Retirement Trust. They stated that steps were taken to correct the error once it was identified.

However, the Fair Work Commission did not accept Lu’s claim that her dismissal was linked to her concerns about superannuation. Deputy President Lyndall Dean found that Lu’s conduct was disrespectful and intimidating, creating an unsafe environment for other staff members. She emphasized that the small salon required close collaboration among employees, and Lu’s behavior disrupted this dynamic.

In addition to the misconduct allegations, Lu claimed that Chea made a discriminatory remark during the incident. She alleged that Chea said, “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.” This statement left Lu feeling shocked and humiliated.

Despite these claims, the commission ruled that the termination was justified based on the evidence provided. Lu faced emotional distress, reputational damage within the local hairdressing community, and financial hardship as a result of the dismissal.

This case highlights the complex nature of workplace disputes, particularly when personal and professional issues intersect. It also raises questions about the balance between employee rights and employer responsibilities in maintaining a respectful and safe work environment.

Other similar cases have recently come under scrutiny, including situations where employees claimed unfair treatment due to gender or other discriminatory practices. These cases often involve detailed investigations and legal proceedings to determine the validity of each party's claims.