Semi permanent eyeliner?!

My mum had her eyebrows done (which she has had done before) and they're not too bad but she also had eyeliner to top and bottom lid today. She said that it was the worst pain she's ever felt and was actually shaking. She said she felt a lot of pressure on her actual eyeball? They look like lumps of liver and her lids are very swollen. Is this sort of pain normal? Do you think it could be down to the person who did it? She said another woman had to have an ambulance called as she had a panick attack due to the pain. The trauma to the eyeballs look like she could end up with an eye infection. Is this normal??? The woman used an aesthetic cream..which obviously didn't work!