KH
Karel H
1 reviews | Active since Oct 2018
08 Dec 2020, 15:39
Appalling customer service by Isabella Garcia
Although their products are good their customer service and delivery are pathetic.
Helpful (0)
Replies (3)0
Replies (3)
Isabella Garcia's replyOfficial
09 Dec 2020, 11:38 Dear Karel,
I hope you are having a lovely day!
Thank you for bringing your complaint to our attention we appreciate your feedback.
Please note that we have received feedback from our couriers that your parcel has been delivered.
We are truly sorry for any inconvenience that you have experienced and will most definitely strive to offer you better service in the future.
Wishing you a lovely weekend ahead.
Warm Regards,
Sulaine McGeer
Client Care Assistant Manager
Sulaine McGeer
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
www.isabellagarcia.co.za
Isabella Garcia's reply09 Dec 2020, 11:38
Official
Dear Karel,
I hope you are having a lovely day!
Thank you for bringing your complaint to our attention we appreciate your feedback.
Please note that we have received feedback from our couriers that your parcel has been delivered.
We are truly sorry for any inconvenience that you have experienced and will most definitely strive to offer you better service in the future.
Wishing you a lovely weekend ahead.
Warm Regards,
Sulaine McGeer
Client Care Assistant Manager
Sulaine McGeer
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
www.isabellagarcia.co.za
KH
Karel H's updateReviewer Update
09 Dec 2020, 12:21Dear Ms McGeer
Thank you for your response.
It was fruitless trying to get somebody on the phone at Isabella Garcia to assist us as with department selected. the phone just kept ringing until it went dead. ALSO, all our e-mails since 4th December immediately received a reply that we will be contacted, yet nobody did.
It was fruitless trying to get somebody on the phone at Isabella Garcia to assist us as with department selected. the phone just kept ringing until it went dead. ALSO, all our e-mails since 4th December immediately received a reply that we will be contacted, yet nobody did.
For clarification, the parcel was very quickly send to us after our hellopeter complaint AND take note, NOT DELIVERED to our house.
The courier or person who delivered the parcel decided not to enter the estate and just dropped it at the main gate. Luckily for us we did notify all the entrance gates we are expecting a parcel and they notified us.
The courier or person who delivered the parcel decided not to enter the estate and just dropped it at the main gate. Luckily for us we did notify all the entrance gates we are expecting a parcel and they notified us.
Therefore, so much for service excellence?
Regards.
KJ Harmse
KH
Karel H's update09 Dec 2020, 12:21
Reviewer Update
Dear Ms McGeer
Thank you for your response.
It was fruitless trying to get somebody on the phone at Isabella Garcia to assist us as with department selected. the phone just kept ringing until it went dead. ALSO, all our e-mails since 4th December immediately received a reply that we will be contacted, yet nobody did.
It was fruitless trying to get somebody on the phone at Isabella Garcia to assist us as with department selected. the phone just kept ringing until it went dead. ALSO, all our e-mails since 4th December immediately received a reply that we will be contacted, yet nobody did.
For clarification, the parcel was very quickly send to us after our hellopeter complaint AND take note, NOT DELIVERED to our house.
The courier or person who delivered the parcel decided not to enter the estate and just dropped it at the main gate. Luckily for us we did notify all the entrance gates we are expecting a parcel and they notified us.
The courier or person who delivered the parcel decided not to enter the estate and just dropped it at the main gate. Luckily for us we did notify all the entrance gates we are expecting a parcel and they notified us.
Therefore, so much for service excellence?
Regards.
KJ Harmse
Isabella Garcia's replyOfficial
09 Dec 2020, 14:43 Good day Karel,
Thank you for the update and for sharing your experience.
We had such a positive response to our Black Friday and Cyber Monday specials, that our inbound call volumes and inbound emails increased during this period which resulted in delays with regards to our response times. Furthermore, we are still adhering to Covid regulations, therefore many of our Consultants are still working remotely. At times, we are also dealing with connection issues. We do apologise for the inconvenience.
Even under these circumstances, we definitely strive to provide service excellence. We are sorry for not meeting your expectations, but will most certainly try again and strive for excellence. Our courier driver should have made the necessary arrangement with you before delivering the package to your main gate. Rest assured that I have escalate the matter.
We do wish you a memorable festive season.
Sincerely,
Sulaine McGeer
Client Care Assistant Manager
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
www.isabellagarcia.co.za
Isabella Garcia's reply09 Dec 2020, 14:43
Official
Good day Karel,
Thank you for the update and for sharing your experience.
We had such a positive response to our Black Friday and Cyber Monday specials, that our inbound call volumes and inbound emails increased during this period which resulted in delays with regards to our response times. Furthermore, we are still adhering to Covid regulations, therefore many of our Consultants are still working remotely. At times, we are also dealing with connection issues. We do apologise for the inconvenience.
Even under these circumstances, we definitely strive to provide service excellence. We are sorry for not meeting your expectations, but will most certainly try again and strive for excellence. Our courier driver should have made the necessary arrangement with you before delivering the package to your main gate. Rest assured that I have escalate the matter.
We do wish you a memorable festive season.
Sincerely,
Sulaine McGeer
Client Care Assistant Manager
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
www.isabellagarcia.co.za