Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked Lip n Pour workshop on 8/3/24 for 9/8/24. I paid a total of $273.00 via Sezzle. I emailed my concerns to the business on 9/9/24. Please see details: I hope all is well. I wanted to reach out and express my concerns regarding my experience on 9/8/24 (11am). To be transparent, I had a very underwhelming and lackluster experience. The goal was to have an ultimate custom lip experience and myself nor my guest received that, whatsoever. When we arrived we were played a video that described the experience that we would receive versus the owner just explaining that to us in just a few words.When I originally purchased the session I specifically selected liquid matte to later learn that I would not receive lip matte. It was explained to me that , I would receive a soft matte. Frankly, I have never heard of a soft matte. The soft matte lipstick never had a dry finish. It is extremely frustrating due to the cost of the ultimate custom lip experience and The majority of time to create my custom lip color was spent on pouring the lipstick in the lipstick tube.I will not recommend friend or family to attend this workshop. I would like to compensated for the liquid matte lipstick that I didnt receive.Thank you for your attention to this matter.******* ********* Sent from my iPhone

  Business Response

  Date: 09/12/2024

  Dear *******  and the Better Business Bureau,

  At Lip N Pour, we are committed to providing a unique and personalized beauty experience. We regret that the customer felt their experience did not meet expectations and would like to clarify the details of the service provided.

  Our "Ultimate Custom Lip Experience" offers guests the opportunity to create their own custom lip color. The session begins with a brief video explaining the process for clarity and consistency. Afterward, each guest works directly with a mixologist to select pigments and finishes to craft their own personalized shade. The guest has full control over the color, and our team ensures the process is enjoyable and tailored to each individual's preferences. Once the desired pigments are selected, the lip product is blended, poured, and applied by the guest to ensure they are satisfied with the outcome. Every step is designed to involve the guest and create a truly custom product.

  In this specific case, we are unsure of where the term "soft matte" came from, as the product taken home was a liquid matte, per the guest's original selection. The product container was clearly labeled as such, and we provided the correct formula. It is also important to note that following the experience, the guests mother was pleased that she purchased two additional products, demonstrating her satisfaction with the custom lip experience.

  We have video footage showing her and other guests enjoying the experience and engaging in the custom creation process. While we regret that the guest was dissatisfied, we are confident that the service was delivered as promised and in line with the booking.

  We remain open to addressing any further concerns, but are unable to offer compensation in this case. Our aim is always to provide a memorable, customized experience for every guest.

  Thank you for your attention to this matter.

  Best regards,
  Diamond *****

  
  

  Customer Answer

  Date: 09/13/2024

   
  I am rejecting this response because:
  
  As I stated to the owner, the product that I was promised is not the product I received. I never once asked for a FULL refund I simply asked for compensation of the product that I didnt receive. On the Lip n Pour website it states that I would receive liquid matte product and I left with a Soft Matte( a made up term used by the owner). I truly believe that the owner is attempting to belittle my concerns and is only worried about financial gain. She has no remorse that she is misleading her customers to believe they are receiving an Ultimate Experience and it is simply not that. I have video of myself NOT enjoying the outcome of the lipstick and to the point of my mother purchasing lipstick has absolutely nothing to do with the product that I NEVER received as promised. ******* is not even willing to honor the product that has been offered on her website and that is fraud. At the least Diamond can acknowledge and take responsibility for not providing me with the liquid matter lipstick that cost $85.00 per person (not including tax and fees).