RF
Rene F
1 reviews | Active since Jul 2025
04 Jul 2025, 08:14
Complaint Regarding ******** Deductions and Lack of Disclosure
Based on the number of complaints I have read on this site regarding Isabella Garcia’s misconduct in managing their debit order responsibilities to clients, I believe it is time someone reports their conduct to the National Consumer Tribunal and the NCA Regulator. I entered into a Credit Payment Agreement with Isabella Garcia in July 2024. I received the goods as discussed via a telesales call, but I never received a copy of the credit agreement, nor do I receive monthly statements showing the balance of the agreement. Under the South African National Credit Act (NCA), credit providers are required to follow fair and transparent practices, which include clear communication about repayment terms and deduction arrangements. However, Isabella Garcia has been deducting the agreed monthly fee at random days and sometimes more than once a month, without giving proper notice or obtaining agreement for such deductions. This could be considered a breach of fair practice and possibly contravene provisions of the NCA related to transparency and fair treatment. Furthermore, since August 1, 2024, they have deducted 15 instalments instead of the agreed 12. I hereby demand that Isabella Garcia immediately cease further payments and refund the amount overpaid. If the issue is not resolved within 14 days, I will escalate the matter by contacting the National Consumer Tribunal or the NCA Regulator.
Helpful (0)
Replies (2)0
Replies (2)
Isabella Garcia's replyOfficial
04 Jul 2025, 08:54Dear Rene,
Thank you for bringing your concerns to our attention. We sincerely appreciate your feedback, as it allows us to continuously improve our service.
We are truly sorry to hear that your experience has not met your expectations. At Isabella Garcia, we are passionate about creating a rewarding and transparent experience for our clients, and we regret any misunderstanding regarding the terms of your subscription and the benefits included.
To ensure that we address your concerns accurately, I have requested the sales agreement recording and will review the details of your subscription. I will provide you with the necessary feedback as soon as possible.
In the meantime, please know that we value you as a client, and our intention is always to provide clarity and exceptional service.
Wishing you a wonderful day further.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
Thank you for bringing your concerns to our attention. We sincerely appreciate your feedback, as it allows us to continuously improve our service.
We are truly sorry to hear that your experience has not met your expectations. At Isabella Garcia, we are passionate about creating a rewarding and transparent experience for our clients, and we regret any misunderstanding regarding the terms of your subscription and the benefits included.
To ensure that we address your concerns accurately, I have requested the sales agreement recording and will review the details of your subscription. I will provide you with the necessary feedback as soon as possible.
In the meantime, please know that we value you as a client, and our intention is always to provide clarity and exceptional service.
Wishing you a wonderful day further.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
Isabella Garcia's reply04 Jul 2025, 08:54
Official
Dear Rene,
Thank you for bringing your concerns to our attention. We sincerely appreciate your feedback, as it allows us to continuously improve our service.
We are truly sorry to hear that your experience has not met your expectations. At Isabella Garcia, we are passionate about creating a rewarding and transparent experience for our clients, and we regret any misunderstanding regarding the terms of your subscription and the benefits included.
To ensure that we address your concerns accurately, I have requested the sales agreement recording and will review the details of your subscription. I will provide you with the necessary feedback as soon as possible.
In the meantime, please know that we value you as a client, and our intention is always to provide clarity and exceptional service.
Wishing you a wonderful day further.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
Thank you for bringing your concerns to our attention. We sincerely appreciate your feedback, as it allows us to continuously improve our service.
We are truly sorry to hear that your experience has not met your expectations. At Isabella Garcia, we are passionate about creating a rewarding and transparent experience for our clients, and we regret any misunderstanding regarding the terms of your subscription and the benefits included.
To ensure that we address your concerns accurately, I have requested the sales agreement recording and will review the details of your subscription. I will provide you with the necessary feedback as soon as possible.
In the meantime, please know that we value you as a client, and our intention is always to provide clarity and exceptional service.
Wishing you a wonderful day further.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
Isabella Garcia's replyOfficial
04 Jul 2025, 16:05Dear Rene,
Thank you for bringing your concerns to our attention. We sincerely appreciate the opportunity to respond.
Please be assured that Isabella Garcia operates with the utmost integrity and transparency. We firmly reject any suggestion of dishonesty, patronizing behaviour, or misleading practices. Ethical, clear communication forms the cornerstone of how we engage with our clients.
Following your review, we retrieved and thoroughly assessed the sales call associated with your order. The following key points were clearly communicated and agreed to during the call:
The VIP Brand Ambassador Programme was introduced in detail, including the fact that a personalised hamper of beauty products would be delivered every 12 months, on an ongoing basis, provided the current hamper is paid in full.
The monthly instalment amount was clearly disclosed and confirmed to be interest-free, payable over a 12-month period.
You provided clear consent to proceed, and all required information—including your delivery and banking details—was confirmed.
Your preferred debit order date was agreed upon, and the DebiCheck mandate was sent for confirmation.
The sales call act as a verbal legally binding contract.
The telesales representative outlined your cancellation rights, along with all legal disclosures, which were properly communicated and acknowledged.
At Isabella Garcia, our clients are not merely customers; they are valued Brand Ambassadors. While the term may sound promotional, it does not imply any obligation to represent or market our products. Rather, it reflects our commitment to providing a seamless, ongoing skincare experience. As a Brand Ambassador, you enjoy exclusive benefits, including complimentary gifts or vouchers, a 16% discount, early access to new product launches, and more. Further information is available on our website: www.isabellagarcia.co.za or you can contact ***
Regarding your reference to a "credit agreement":
Isabella Garcia is not a registered credit provider, nor do we charge interest. Therefore, the National Credit Act (NCA) does not apply. Our terms and conditions—outlined during the call and included in your delivery—govern the agreement. You were also referred to our website for the full terms and conditions.
With regard to monthly statements:
As we are not governed by the NCA, monthly statements are not automatically issued. However, clients are always welcome to request a statement at any time, and we will gladly assist. We do not have any record of such a request from your side.
Regarding your debit order concern:
Our records indicate that several debit orders were returned unsuccessful. As clearly outlined in our terms and conditions (included with your order and published on our website), if a payment fails, we may:
Re-attempt collection within the same month,
Collect a double instalment the following month, or
Extend the term accordingly to recover the outstanding balance.
These procedures are fully aligned with the agreement and do not constitute a breach of fair practice.
Lastly, we have no prior record of any written or verbal communication from you regarding these concerns before your Hello Peter post. Had we been made aware sooner, we would have welcomed the opportunity to assist.
I have also reached out to you via email and will gladly follow up with a call should you prefer to discuss this further.
Wishing you a wonderful day ahead.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
Thank you for bringing your concerns to our attention. We sincerely appreciate the opportunity to respond.
Please be assured that Isabella Garcia operates with the utmost integrity and transparency. We firmly reject any suggestion of dishonesty, patronizing behaviour, or misleading practices. Ethical, clear communication forms the cornerstone of how we engage with our clients.
Following your review, we retrieved and thoroughly assessed the sales call associated with your order. The following key points were clearly communicated and agreed to during the call:
The VIP Brand Ambassador Programme was introduced in detail, including the fact that a personalised hamper of beauty products would be delivered every 12 months, on an ongoing basis, provided the current hamper is paid in full.
The monthly instalment amount was clearly disclosed and confirmed to be interest-free, payable over a 12-month period.
You provided clear consent to proceed, and all required information—including your delivery and banking details—was confirmed.
Your preferred debit order date was agreed upon, and the DebiCheck mandate was sent for confirmation.
The sales call act as a verbal legally binding contract.
The telesales representative outlined your cancellation rights, along with all legal disclosures, which were properly communicated and acknowledged.
At Isabella Garcia, our clients are not merely customers; they are valued Brand Ambassadors. While the term may sound promotional, it does not imply any obligation to represent or market our products. Rather, it reflects our commitment to providing a seamless, ongoing skincare experience. As a Brand Ambassador, you enjoy exclusive benefits, including complimentary gifts or vouchers, a 16% discount, early access to new product launches, and more. Further information is available on our website: www.isabellagarcia.co.za or you can contact ***
Regarding your reference to a "credit agreement":
Isabella Garcia is not a registered credit provider, nor do we charge interest. Therefore, the National Credit Act (NCA) does not apply. Our terms and conditions—outlined during the call and included in your delivery—govern the agreement. You were also referred to our website for the full terms and conditions.
With regard to monthly statements:
As we are not governed by the NCA, monthly statements are not automatically issued. However, clients are always welcome to request a statement at any time, and we will gladly assist. We do not have any record of such a request from your side.
Regarding your debit order concern:
Our records indicate that several debit orders were returned unsuccessful. As clearly outlined in our terms and conditions (included with your order and published on our website), if a payment fails, we may:
Re-attempt collection within the same month,
Collect a double instalment the following month, or
Extend the term accordingly to recover the outstanding balance.
These procedures are fully aligned with the agreement and do not constitute a breach of fair practice.
Lastly, we have no prior record of any written or verbal communication from you regarding these concerns before your Hello Peter post. Had we been made aware sooner, we would have welcomed the opportunity to assist.
I have also reached out to you via email and will gladly follow up with a call should you prefer to discuss this further.
Wishing you a wonderful day ahead.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
Isabella Garcia's reply04 Jul 2025, 16:05
Official
Dear Rene,
Thank you for bringing your concerns to our attention. We sincerely appreciate the opportunity to respond.
Please be assured that Isabella Garcia operates with the utmost integrity and transparency. We firmly reject any suggestion of dishonesty, patronizing behaviour, or misleading practices. Ethical, clear communication forms the cornerstone of how we engage with our clients.
Following your review, we retrieved and thoroughly assessed the sales call associated with your order. The following key points were clearly communicated and agreed to during the call:
The VIP Brand Ambassador Programme was introduced in detail, including the fact that a personalised hamper of beauty products would be delivered every 12 months, on an ongoing basis, provided the current hamper is paid in full.
The monthly instalment amount was clearly disclosed and confirmed to be interest-free, payable over a 12-month period.
You provided clear consent to proceed, and all required information—including your delivery and banking details—was confirmed.
Your preferred debit order date was agreed upon, and the DebiCheck mandate was sent for confirmation.
The sales call act as a verbal legally binding contract.
The telesales representative outlined your cancellation rights, along with all legal disclosures, which were properly communicated and acknowledged.
At Isabella Garcia, our clients are not merely customers; they are valued Brand Ambassadors. While the term may sound promotional, it does not imply any obligation to represent or market our products. Rather, it reflects our commitment to providing a seamless, ongoing skincare experience. As a Brand Ambassador, you enjoy exclusive benefits, including complimentary gifts or vouchers, a 16% discount, early access to new product launches, and more. Further information is available on our website: www.isabellagarcia.co.za or you can contact ***
Regarding your reference to a "credit agreement":
Isabella Garcia is not a registered credit provider, nor do we charge interest. Therefore, the National Credit Act (NCA) does not apply. Our terms and conditions—outlined during the call and included in your delivery—govern the agreement. You were also referred to our website for the full terms and conditions.
With regard to monthly statements:
As we are not governed by the NCA, monthly statements are not automatically issued. However, clients are always welcome to request a statement at any time, and we will gladly assist. We do not have any record of such a request from your side.
Regarding your debit order concern:
Our records indicate that several debit orders were returned unsuccessful. As clearly outlined in our terms and conditions (included with your order and published on our website), if a payment fails, we may:
Re-attempt collection within the same month,
Collect a double instalment the following month, or
Extend the term accordingly to recover the outstanding balance.
These procedures are fully aligned with the agreement and do not constitute a breach of fair practice.
Lastly, we have no prior record of any written or verbal communication from you regarding these concerns before your Hello Peter post. Had we been made aware sooner, we would have welcomed the opportunity to assist.
I have also reached out to you via email and will gladly follow up with a call should you prefer to discuss this further.
Wishing you a wonderful day ahead.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
Thank you for bringing your concerns to our attention. We sincerely appreciate the opportunity to respond.
Please be assured that Isabella Garcia operates with the utmost integrity and transparency. We firmly reject any suggestion of dishonesty, patronizing behaviour, or misleading practices. Ethical, clear communication forms the cornerstone of how we engage with our clients.
Following your review, we retrieved and thoroughly assessed the sales call associated with your order. The following key points were clearly communicated and agreed to during the call:
The VIP Brand Ambassador Programme was introduced in detail, including the fact that a personalised hamper of beauty products would be delivered every 12 months, on an ongoing basis, provided the current hamper is paid in full.
The monthly instalment amount was clearly disclosed and confirmed to be interest-free, payable over a 12-month period.
You provided clear consent to proceed, and all required information—including your delivery and banking details—was confirmed.
Your preferred debit order date was agreed upon, and the DebiCheck mandate was sent for confirmation.
The sales call act as a verbal legally binding contract.
The telesales representative outlined your cancellation rights, along with all legal disclosures, which were properly communicated and acknowledged.
At Isabella Garcia, our clients are not merely customers; they are valued Brand Ambassadors. While the term may sound promotional, it does not imply any obligation to represent or market our products. Rather, it reflects our commitment to providing a seamless, ongoing skincare experience. As a Brand Ambassador, you enjoy exclusive benefits, including complimentary gifts or vouchers, a 16% discount, early access to new product launches, and more. Further information is available on our website: www.isabellagarcia.co.za or you can contact ***
Regarding your reference to a "credit agreement":
Isabella Garcia is not a registered credit provider, nor do we charge interest. Therefore, the National Credit Act (NCA) does not apply. Our terms and conditions—outlined during the call and included in your delivery—govern the agreement. You were also referred to our website for the full terms and conditions.
With regard to monthly statements:
As we are not governed by the NCA, monthly statements are not automatically issued. However, clients are always welcome to request a statement at any time, and we will gladly assist. We do not have any record of such a request from your side.
Regarding your debit order concern:
Our records indicate that several debit orders were returned unsuccessful. As clearly outlined in our terms and conditions (included with your order and published on our website), if a payment fails, we may:
Re-attempt collection within the same month,
Collect a double instalment the following month, or
Extend the term accordingly to recover the outstanding balance.
These procedures are fully aligned with the agreement and do not constitute a breach of fair practice.
Lastly, we have no prior record of any written or verbal communication from you regarding these concerns before your Hello Peter post. Had we been made aware sooner, we would have welcomed the opportunity to assist.
I have also reached out to you via email and will gladly follow up with a call should you prefer to discuss this further.
Wishing you a wonderful day ahead.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za