Selling lies

Dear Millicent,

Thank you for affording me the opportunity to investigate your concerns and to review the relevant sales call. I also appreciate the time you took this morning to engage with me telephonically.

At Isabella Garcia International, we hold ourselves to the highest standards of integrity, transparency, and professionalism. We value all client feedback as it allows us to continuously enhance our service and ensure the satisfaction of our clients.

Following a comprehensive review of your interaction with our consultant, I can confirm that all the key aspects of the ambassador offer were clearly and accurately communicated during the recorded calls. The consultant adhered to our company’s policies and procedures throughout the engagement.

At Isabella Garcia, we regard our clients as more than just customers—we view each one as a valued brand ambassador. This title reflects our commitment to providing consistent, tailored skincare solutions, ensuring that you never experience a gap in accessing your favourite products. While the term ambassador may imply a marketing or promotional role, please be assured this is not the case. Instead, it is a status that comes with exclusive benefits, such as complimentary perfumes, a 16% discount, early access to new releases, and more. Full details are available on our website at www.isabellagarcia.co.za.

During the recorded call, the following points were explicitly addressed and agreed to:
The full value of the hamper and the discounted amount payable;
The payment structure
The delivery process, including confirmation of personal and banking information;
The 60-day money-back guarantee, valid from the date of delivery, allowing for the return of used or unused products for a full refund;
The cancellation policy, as outlined in our Terms and Conditions.

At no point was it stated or imp**** that the products were provided on a free trial basis or that payment would only be required after a two-month review period. On the contrary, the ambassador terms, including all rights and responsibilities, were explained and accepted during the conversation.

That said, we do acknowledge that there may have been a misunderstanding, and we deeply regret any confusion or inconvenience this may have caused. Please know that your satisfaction is important to us, and we remain committed to assisting you wherever possible, within the scope of our policies. I have therefore followed up with you on email.

Should you have any further questions or wish to discuss the matter in greater detail, please don’t hesitate to reach out.

Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za

Dear Millicent,

Thank you once again for your response and for allowing me the opportunity to engage with you further.

At Isabella Garcia International, we deeply value each of our clients, and it remains our ongoing commitment to approach every query with care, empathy, and respect.

In line with your request, I would like to kindly confirm that the sales recording, together with a detailed summary of the call, was emailed to you earlier today—15 July 2025 at 10:26 AM. Should you not have received this communication or experienced any difficulty accessing the audio file, please do not hesitate to let me know. I will gladly resend it or provide it via an alternative email address of your choice.

With regard to your recollection of the conversation, we do understand and respect that perspectives may differ. However, after thoroughly reviewing the full sales call, I can confirm the following:

The consultant clearly explained the structure of the offer, including the 60-day money-back guarantee.

At no point during the call was it stated that a follow-up would occur automatically after 60 days.

It was expressly communicated that it is the client’s responsibility to make contact should they wish to cancel within the 60-day period.

The total cost, payment terms, and delivery process were clearly outlined and agreed to during the call.

We sincerely regret that your expectations differ from what was communicated and agreed to in the recorded conversation. While we understand your disappointment, we must respectfully affirm that the consultant adhered to our approved procedures and that there was no misrepresentation of the offer.

Regarding your more recent interaction with our team, I would like to extend my sincere apologies if the tone or manner in which your concerns were addressed left you feeling unsupported. Please know that we remain committed to transparent communication, especially in instances where instalments have not been successfully processed. This forms part of our responsibility to keep clients informed and to act in accordance with our Terms and Conditions.

We genuinely appreciate your feedback and the opportunity to address your concerns. Should you wish to discuss any aspect of your account or experience further, please know that I remain at your service. Our goal is always to support our clients with professionalism and respect, while upholding the standards that guide all client agreements.

Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za

Dear Millicent,

Thank you once again for your message and for giving me the opportunity to respond further.

I would like to respectfully address the concerns raised in your most recent correspondence, specifically the statement implying that we do not take our clients seriously or care about their concerns. While I truly regret that this has been your perception, I must clarify that this view is not supported by the facts of our communication nor by the conduct of our team throughout your interaction with Isabella Garcia International.

As shared with you previously:

Your request for the sales recordings was fulfilled promptly and professionally.
In line with your request, the relevant voice recordings and a detailed call summary were sent to you via email on 15 July 2025 at 10:26 AM. We also offered to resend these or provide them through an alternative method should you encounter any technical difficulties. This demonstrates our commitment to transparency and to ensuring that you have full access to the information you requested. When you sought clarity during the sales call, the consultant re-explained the offer and the terms to which you were agreeing to with kindness and empathy.

Your sales call was thoroughly reviewed and handled in accordance with our standards.
Following a comprehensive investigation, I can confirm that the consultant clearly explained the full ambassador offer, including the total hamper value, discounted amount payable, payment terms, delivery process, and the 60-day money-back guarantee. At no point during the call was it stated—or imp****—that this was a free trial or that a follow-up would be conducted after 60 days to confirm whether or not you would like to proceed.

All core aspects of the agreement were discussed and agreed to.
The recorded conversation reflects that the consultant followed our approved procedures and that the relevant terms and conditions were communicated with professionalism. The ambassador status was explained, along with the exclusive benefits that accompany it, and confirmation of your acceptance was recorded.

You were contacted and spoken to with respect and empathy.
In addition to our written communication, I personally took the time to speak with you telephonically on more than one occasion, to further address your concerns—something we would not do if we did not care. During our calls, and throughout our correspondence, our goal has been to engage with empathy, provide clarity, and assist within the framework of our policies.

While we understand that you may have experienced some confusion or interpreted parts of the conversation differently, I respectfully submit that it would not be accurate or fair to state that we do not take your concerns seriously or that we have shown disregard. Every step taken—from reviewing the call, providing the recording, engaging with you directly, and following up via email—reflects our genuine effort to support you.

I will follow up with you tomorrow to reach an amicable solution to your complaint.

Warm regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za