No Records keeping

Hello Peter,

I would like to share my disappointing experience regarding a recent consultation about skincare products for my face.

I spent almost an hour with a consultant to ensure that I would be purchasing the correct products for my skin. At the end of the consultation, I explained that I needed some time to think about the products and consider what I would use in the meantime, especially since I was advised that delivery could take up to 15 days.

The consultant informed me that if I ended the call and called back later, I would most likely speak to a different consultant, which I understand as it is a call centre environment. However, what concerned me was being told that the quotation and product recommendations discussed during the consultation would not be available if I called back later.

This left me extremely worried. If the company cannot retain a simple quotation and record of the products recommended for my skin, what happens if I purchase the products and later experience a reaction or another issue? How would they know what products were recommended to me and what skincare routine I was advised to follow?

My understanding is that quotations are usually retained on a system for a reasonable period, often around 30 days. Yet I was told that with Isabella products, once the call is disconnected, the quotation effectively disappears. This means I would need to spend another hour of my workday repeating the entire consultation just to obtain the same recommendations again.

This raises serious concerns about record-keeping and customer care, particularly when dealing with products intended for facial skincare. If records are not retained, how can customers be properly supported should any issues arise after purchase?

I am very disappointed by this experience and hope the company will review its processes to ensure that customer consultations, recommendations, and quotations are properly recorded and accessible.