LR
Lynn R
1 reviews | Active since Jan 2012
11 Apr 2025, 18:28
Royal Jelly Serum
I see my review was deleted so I thought I'll just post it again because it's all facts: Came here to write about this bad experience and saw that there are over 700 bad reviews!!! After sending more than 8 emails I decided to come here to see what will be done. I received my Royal Jelly Serum and saw that it was a runny liquid instead of a gel like Serum. I called the call centre and they explained what the Serum should look like then I told them what mine looks like. Mind you this stuff is over R1000. The lady asked me to send a photo which I did. NOBODY responded! After 8 emails and writing on their website contact form, I decided to call the call centre. Then I get a reply from someone saying that the colour is right! I did not ask about the colour! The email game started again. Then another lady replies and ask me to send a picture. What for!? Why don't you scroll down and look at the picture! I called in and spoke to Lee-ann who now told me I need to send the product back but I will be billed if the product gets lost. The nerve!! You expect me now to pay a second R1000. She says they will send me a new one cause there seems to be a problem with the one I've got. I asked her when it will be sent, she says on the 15th. I will now wait on the 15th to see if I receive this product before I go to the media with this one. I will come back here to write a follow-up.
Helpful (0)
Replies (9)0
Replies (9)
Isabella Garcia's replyOfficial
15 Apr 2025, 11:44Dear Lynn,
I trust this message finds you well and appreciated.
Thank you sincerely for taking the time to share your concerns with us. We deeply value your feedback, as it enables us to enhance our service and ensure we continue meeting the expectations of our esteemed clients.
As discussed on Friday, to better understand your experience, I have personally requested access to the recordings of your interactions with our consultants. I am currently busy with the investigation as promised. I will follow up with you directly to provide feedback and clarity.
On behalf of our entire team, I would like to extend my sincere apologies for any frustration or disappointment you may have experienced. Your satisfaction is of paramount importance to us, and I want to assure you that your voice is being heard and your concerns are being taken seriously.
Should you have any further questions, concerns, or suggestions in the meantime, please do not hesitate to reach out. I am here to assist you in any way I can.
Wishing you a calm and uplifting day ahead.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
Isabella Garcia's reply15 Apr 2025, 11:44
Official
Dear Lynn,
I trust this message finds you well and appreciated.
Thank you sincerely for taking the time to share your concerns with us. We deeply value your feedback, as it enables us to enhance our service and ensure we continue meeting the expectations of our esteemed clients.
As discussed on Friday, to better understand your experience, I have personally requested access to the recordings of your interactions with our consultants. I am currently busy with the investigation as promised. I will follow up with you directly to provide feedback and clarity.
On behalf of our entire team, I would like to extend my sincere apologies for any frustration or disappointment you may have experienced. Your satisfaction is of paramount importance to us, and I want to assure you that your voice is being heard and your concerns are being taken seriously.
Should you have any further questions, concerns, or suggestions in the meantime, please do not hesitate to reach out. I am here to assist you in any way I can.
Wishing you a calm and uplifting day ahead.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
LR
Lynn R's updateReviewer Update
15 Apr 2025, 12:12Got a call from Andri she told me she will investigate and listen to the recordings of the telephone conversations I had with the consultant. Hopefully she can then hear that I was told the texture is suppose to be gel like (like every other serum). I was also told by the consultant, that a driver would collect the one I've got on Monday 14th April and another one will be delivered to me on Tuesday 15th April. Today is Tuesday 15 April and no driver was here to collect anything yesterday. Let's see if they deliver today as promised. We've wasted a whole week. I'm really not interested in your investigations with your call centre people. What I am interested in is the R1000 bottle of Royal jelly serum that I bought and want replaced as soon as possible. I will return here to update.
LR
Lynn R's update15 Apr 2025, 12:12
Reviewer Update
Got a call from Andri she told me she will investigate and listen to the recordings of the telephone conversations I had with the consultant. Hopefully she can then hear that I was told the texture is suppose to be gel like (like every other serum). I was also told by the consultant, that a driver would collect the one I've got on Monday 14th April and another one will be delivered to me on Tuesday 15th April. Today is Tuesday 15 April and no driver was here to collect anything yesterday. Let's see if they deliver today as promised. We've wasted a whole week. I'm really not interested in your investigations with your call centre people. What I am interested in is the R1000 bottle of Royal jelly serum that I bought and want replaced as soon as possible. I will return here to update.
Isabella Garcia's replyOfficial
15 Apr 2025, 12:52Dear Lynn,
Thank you for your message.
As mentioned during our telephone conversation on Friday, the collection has been scheduled and the replacement item was dispatched. However, as we make use of an external courier service, we are unfortunately reliant on their scheduling and availability. They will be in touch directly with you to confirm the exact date and time of both the collection and the delivery.
That being said, I understand your frustration, and I have escalated the matter with the courier again this morning in an effort to prioritise and expedite the process.
While I had also committed to listening to the call recordings for internal clarity and feedback, I do acknowledge that your main priority is receiving your replacement product promptly. Please rest assured that we are doing everything within our power to ensure this is finalised as quickly as possible.
I will continue to monitor the progress closely and keep you updated. We truly value your patience and understanding.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
Isabella Garcia's reply15 Apr 2025, 12:52
Official
Dear Lynn,
Thank you for your message.
As mentioned during our telephone conversation on Friday, the collection has been scheduled and the replacement item was dispatched. However, as we make use of an external courier service, we are unfortunately reliant on their scheduling and availability. They will be in touch directly with you to confirm the exact date and time of both the collection and the delivery.
That being said, I understand your frustration, and I have escalated the matter with the courier again this morning in an effort to prioritise and expedite the process.
While I had also committed to listening to the call recordings for internal clarity and feedback, I do acknowledge that your main priority is receiving your replacement product promptly. Please rest assured that we are doing everything within our power to ensure this is finalised as quickly as possible.
I will continue to monitor the progress closely and keep you updated. We truly value your patience and understanding.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
LR
Lynn R's updateReviewer Update
16 Apr 2025, 21:30It is the 16th April and they have not delivered after telling me it will be delivered on the 15 April. They have however now collected the one I had. I will be back here to update.
LR
Lynn R's update16 Apr 2025, 21:30
Reviewer Update
It is the 16th April and they have not delivered after telling me it will be delivered on the 15 April. They have however now collected the one I had. I will be back here to update.
Isabella Garcia's replyOfficial
17 Apr 2025, 15:16Dear Lynn,
Thank you for your update, and please accept our sincerest apologies for the delay in your delivery.
While we are pleased to hear that the collection was successfully completed, we completely understand your disappointment regarding the delivery not taking place on the 15th as expected. Although we strive to provide timeframes as accurately as possible, we are, unfortunately, reliant on an external courier partner whose scheduling is not always within our direct control.
That said, this is by no means the level of service we aim to provide, and I want to personally assure you that your delivery remains a priority. I have already followed up with our courier team to ensure it is expedited as a matter of urgency.
Your patience and understanding are greatly appreciated, and I will continue to monitor this closely until your delivery reaches you safely. Should there be anything else you’d like to share in the meantime, please don’t hesitate to reach out—I am here for you every step of the way.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
Thank you for your update, and please accept our sincerest apologies for the delay in your delivery.
While we are pleased to hear that the collection was successfully completed, we completely understand your disappointment regarding the delivery not taking place on the 15th as expected. Although we strive to provide timeframes as accurately as possible, we are, unfortunately, reliant on an external courier partner whose scheduling is not always within our direct control.
That said, this is by no means the level of service we aim to provide, and I want to personally assure you that your delivery remains a priority. I have already followed up with our courier team to ensure it is expedited as a matter of urgency.
Your patience and understanding are greatly appreciated, and I will continue to monitor this closely until your delivery reaches you safely. Should there be anything else you’d like to share in the meantime, please don’t hesitate to reach out—I am here for you every step of the way.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
Isabella Garcia's reply17 Apr 2025, 15:16
Official
Dear Lynn,
Thank you for your update, and please accept our sincerest apologies for the delay in your delivery.
While we are pleased to hear that the collection was successfully completed, we completely understand your disappointment regarding the delivery not taking place on the 15th as expected. Although we strive to provide timeframes as accurately as possible, we are, unfortunately, reliant on an external courier partner whose scheduling is not always within our direct control.
That said, this is by no means the level of service we aim to provide, and I want to personally assure you that your delivery remains a priority. I have already followed up with our courier team to ensure it is expedited as a matter of urgency.
Your patience and understanding are greatly appreciated, and I will continue to monitor this closely until your delivery reaches you safely. Should there be anything else you’d like to share in the meantime, please don’t hesitate to reach out—I am here for you every step of the way.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
Thank you for your update, and please accept our sincerest apologies for the delay in your delivery.
While we are pleased to hear that the collection was successfully completed, we completely understand your disappointment regarding the delivery not taking place on the 15th as expected. Although we strive to provide timeframes as accurately as possible, we are, unfortunately, reliant on an external courier partner whose scheduling is not always within our direct control.
That said, this is by no means the level of service we aim to provide, and I want to personally assure you that your delivery remains a priority. I have already followed up with our courier team to ensure it is expedited as a matter of urgency.
Your patience and understanding are greatly appreciated, and I will continue to monitor this closely until your delivery reaches you safely. Should there be anything else you’d like to share in the meantime, please don’t hesitate to reach out—I am here for you every step of the way.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
LR
Lynn R's updateReviewer Update
17 Apr 2025, 17:55In your email to me today, your exact words are "I can also confirm that, during our conversation, I mentioned that the collection and resend had indeed been arranged. While I did not promise specific delivery or collection dates..." If you had listened to the conversations I had with your call centre people, which was part of your investigation, you would've heard her give me the exact dates that I mentioned. Please also keep in mind that it is my work address and we will only be back at work on Tuesday 22nd April. Thank you Andri for your swift responses it's quite impressive. Just a pity I had to come to Hello peter to receive service like this. I will come back here to update on whether I receive my Royal Jelly Serum or not.
LR
Lynn R's update17 Apr 2025, 17:55
Reviewer Update
In your email to me today, your exact words are "I can also confirm that, during our conversation, I mentioned that the collection and resend had indeed been arranged. While I did not promise specific delivery or collection dates..." If you had listened to the conversations I had with your call centre people, which was part of your investigation, you would've heard her give me the exact dates that I mentioned. Please also keep in mind that it is my work address and we will only be back at work on Tuesday 22nd April. Thank you Andri for your swift responses it's quite impressive. Just a pity I had to come to Hello peter to receive service like this. I will come back here to update on whether I receive my Royal Jelly Serum or not.
Isabella Garcia's replyOfficial
22 Apr 2025, 08:50Dear Lynn,
Thank you for your patience.
We have received your collection, and I have followed up with our courier again regarding the delivery.
Your patience and understanding are greatly appreciated, and I will continue to monitor this closely until your delivery reaches you safely.
We are truly sorry for any inconvenience that you have experienced and will most definitely strive to offer you better service in the future.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
Thank you for your patience.
We have received your collection, and I have followed up with our courier again regarding the delivery.
Your patience and understanding are greatly appreciated, and I will continue to monitor this closely until your delivery reaches you safely.
We are truly sorry for any inconvenience that you have experienced and will most definitely strive to offer you better service in the future.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
Isabella Garcia's reply22 Apr 2025, 08:50
Official
Dear Lynn,
Thank you for your patience.
We have received your collection, and I have followed up with our courier again regarding the delivery.
Your patience and understanding are greatly appreciated, and I will continue to monitor this closely until your delivery reaches you safely.
We are truly sorry for any inconvenience that you have experienced and will most definitely strive to offer you better service in the future.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
Thank you for your patience.
We have received your collection, and I have followed up with our courier again regarding the delivery.
Your patience and understanding are greatly appreciated, and I will continue to monitor this closely until your delivery reaches you safely.
We are truly sorry for any inconvenience that you have experienced and will most definitely strive to offer you better service in the future.
Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
LR
Lynn R's updateReviewer Update
22 Apr 2025, 20:52My Royal Jelly Serum was delivered today. The product is the same as the one I sent back to Isabella Garcia. It is a runny liquid that is not the texture of a Serum.. If your call centre people were clued up they would've known this and this whole ordeal could've been avoided. Please do something about your customer service it should not have to take complaining on Hello Peter to receive a reply. Your products are expensive but worth every cent, please don't let your customer service spoil your brand. I'm excited to use my Royal Jelly Serum. I totally believe in your products as it always does what it says. Unfortunately I did not receive a voucher for the inconvenience but it's ok I will still continue to buy from you.
LR
Lynn R's update22 Apr 2025, 20:52
Reviewer Update
My Royal Jelly Serum was delivered today. The product is the same as the one I sent back to Isabella Garcia. It is a runny liquid that is not the texture of a Serum.. If your call centre people were clued up they would've known this and this whole ordeal could've been avoided. Please do something about your customer service it should not have to take complaining on Hello Peter to receive a reply. Your products are expensive but worth every cent, please don't let your customer service spoil your brand. I'm excited to use my Royal Jelly Serum. I totally believe in your products as it always does what it says. Unfortunately I did not receive a voucher for the inconvenience but it's ok I will still continue to buy from you.
Isabella Garcia's replyOfficial
23 Apr 2025, 08:47Dear Lynn,
Thank you so much for your heartfelt message and for your continued belief in our products – it truly means the world to us.
We would like to assure you that your concern has been addressed internally, as we continuously strive to provide our clients with nothing but the very best service. While we regret that this experience did not reflect the high standard we hold ourselves to, please know that we would always rather accommodate a valued client like yourself than risk leaving you disappointed. Your feedback plays a vital role in helping us improve, and we are sincerely sorry that you had to go to such lengths to receive assistance.
We're so pleased to hear that you're excited to use your Royal Jelly Serum – we believe in its magic just as much as you do – and we're grateful for your grace and understanding regarding the inconvenience.
Thank you again for your loyalty and for reminding us why we do what we do. You are a truly cherished part of our Isabella Garcia family.
Warmest regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
Thank you so much for your heartfelt message and for your continued belief in our products – it truly means the world to us.
We would like to assure you that your concern has been addressed internally, as we continuously strive to provide our clients with nothing but the very best service. While we regret that this experience did not reflect the high standard we hold ourselves to, please know that we would always rather accommodate a valued client like yourself than risk leaving you disappointed. Your feedback plays a vital role in helping us improve, and we are sincerely sorry that you had to go to such lengths to receive assistance.
We're so pleased to hear that you're excited to use your Royal Jelly Serum – we believe in its magic just as much as you do – and we're grateful for your grace and understanding regarding the inconvenience.
Thank you again for your loyalty and for reminding us why we do what we do. You are a truly cherished part of our Isabella Garcia family.
Warmest regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
Isabella Garcia's reply23 Apr 2025, 08:47
Official
Dear Lynn,
Thank you so much for your heartfelt message and for your continued belief in our products – it truly means the world to us.
We would like to assure you that your concern has been addressed internally, as we continuously strive to provide our clients with nothing but the very best service. While we regret that this experience did not reflect the high standard we hold ourselves to, please know that we would always rather accommodate a valued client like yourself than risk leaving you disappointed. Your feedback plays a vital role in helping us improve, and we are sincerely sorry that you had to go to such lengths to receive assistance.
We're so pleased to hear that you're excited to use your Royal Jelly Serum – we believe in its magic just as much as you do – and we're grateful for your grace and understanding regarding the inconvenience.
Thank you again for your loyalty and for reminding us why we do what we do. You are a truly cherished part of our Isabella Garcia family.
Warmest regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
Thank you so much for your heartfelt message and for your continued belief in our products – it truly means the world to us.
We would like to assure you that your concern has been addressed internally, as we continuously strive to provide our clients with nothing but the very best service. While we regret that this experience did not reflect the high standard we hold ourselves to, please know that we would always rather accommodate a valued client like yourself than risk leaving you disappointed. Your feedback plays a vital role in helping us improve, and we are sincerely sorry that you had to go to such lengths to receive assistance.
We're so pleased to hear that you're excited to use your Royal Jelly Serum – we believe in its magic just as much as you do – and we're grateful for your grace and understanding regarding the inconvenience.
Thank you again for your loyalty and for reminding us why we do what we do. You are a truly cherished part of our Isabella Garcia family.
Warmest regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd