When Carol Xie Zing Yi, 21, applied a facial mask last Wednesday afternoon, she did not expect that it would cause her to break out into horrific pus-like bumps all over her face in a matter of hours.
Upset by her experience, she went to the company's website to send them an email and leave a negative review for the product.
When her review was not approved, she took it a step further: she submitted her complaint to citizen journalism website Stomp, which attracted the attention of several media outlets.
However, Cellnique Paramedical, the company behind the face masks, says that the problem does not lie with the masks, but with the girl's skin.
"This is not a case of out of 100 people, 50 get a reaction. b.liv has sold thousands of these masks since 2010 and have not come across such a situation before," said Audrey Chong, head of Cellnique's strategic business unit.
The b.liv representitive added that they are confident that there are no problems with the masks and have a money back gurantee.
"This is just a random allergy case," she said.
Furthermore, according to Ms Chong, Cellnique did not receive any product review from Ms Xie, and hence did not reject her review for the sake of having only positive reviews on their site, as Xie claimed on Stomp.
Ms Chong said they also did not receive any email, and only found out of the matter when contacted by YourHealth last Friday.
The company claimed that the incident could not have been caused by the mask, as the development of pus takes more than a few hours.
In addition, the ingredients used in the mask are all ingredients commonly used in most masks.
In response to the original Stomp post, the company said the severe reaction could be due to a variety of reasons, including a virus/bacteria infection, immune disorder, or even "touching animals/fruit before touching the face".
The company even suggested that Ms Xie could have had oral herpes or cold sores.
