1 reviews | Active since Jun 2020
Dishonest and terrible customer service
I am extremely disappointed with the service I have received from Isabella Garcia.
I received my last set of products in late November 2024. Shortly thereafter, I requested to cancel my subscription after experiencing excessive oiliness and breakouts caused by the products.
Instead of processing my cancellation, I was contacted by their team and persuaded not to cancel, with the assurance that alternative products suitable for my skin would be delivered during the week of 10 December 2024. I agreed to continue only on this basis.
No replacement products were delivered. No communication was provided regarding the delay.
In early January, I was contacted again and advised that collection of the existing products and delivery of the new ones would take place during the week of 19 January 2025. Once again, no one arrived and no communication was sent.
As a result, I was left for over two months without any skincare products, while my subscription continued to run. Due to this failure to deliver, I was forced to find and start using alternative skincare elsewhere.
I have now been informed that my cancellation cannot be processed because the “60-day cancellation period has passed,” despite the fact that I attempted to cancel within the allowed period, and the delays were entirely caused by Isabella Garcia.
To date: • No replacement products have been delivered • No collection of existing products has taken place • No resolution has been offered
I believe this matter has been handled unfairly and *********ly, and I am seeking urgent resolution.
Thank you for bringing this matter to our attention. I sincerely apologise for the frustration and inconvenience you have experienced. I fully understand your concerns and acknowledge that the subsequent delays and lack of communication were caused on our side.
The failure to deliver replacement products, collect the existing items, and provide timely updates is not reflective of the service standard we strive to uphold. I also recognise how unfair it must have felt to be left without products for an extended period while your subscription continued to run.
Please be assured that this matter now has my personal attention. I am currently reviewing your account in full to ensure a fair and appropriate resolution is reached as a matter of urgency.
I will remain in contact with you until this is fully resolved.
Once again, please accept my sincere apologies, and thank you for allowing us the opportunity to address this properly.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
Thank you for bringing this matter to our attention. I sincerely apologise for the frustration and inconvenience you have experienced. I fully understand your concerns and acknowledge that the subsequent delays and lack of communication were caused on our side.
The failure to deliver replacement products, collect the existing items, and provide timely updates is not reflective of the service standard we strive to uphold. I also recognise how unfair it must have felt to be left without products for an extended period while your subscription continued to run.
Please be assured that this matter now has my personal attention. I am currently reviewing your account in full to ensure a fair and appropriate resolution is reached as a matter of urgency.
I will remain in contact with you until this is fully resolved.
Once again, please accept my sincere apologies, and thank you for allowing us the opportunity to address this properly.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za