Watsons Singapore's marketing director Benedict Leong said the company had taken immediate steps to fix the problem and is looking into the cause.

He said in a statement: "We are sorry that this happened and that Mrs Teo was not contacted earlier. We have been in touch with her.

"There was a lapse in communication that is out of sync with the way we endeavour to treat customers. We took immediate steps to rectify the situation, and are currently looking into the cause."

Mr Leong also assured customers that Watsons' top priority is creating a pleasant and safe shopping experience and to keep doing better, including staff training to improve service.