Service Excellence

<p>I have been a client of Isabella Garcia since last year and have signed up as an embassador for their products. As an embassador with every kit you pruchase you receive a promotipnal gift. Last year during my order i was promised by the consultant that with my second kit i would receive the new make up products of Isabella Garcia (approximately 5 items). Like any other woman, we like free things and ofcourse we love bags, shoes, clothes and make up. During the month of March this year i called the call centre to verify when my second kit will be posted because it was about that time. The consultant confirmed t will be in March and with this also confirmed the make up products will be part of my kit. The kit arrives and upon opening i discover all the products, with a tote bag BUT NO MAKE UP! Of course i was confused but moire dissapointed. I contacted the call centre again and was informed that the gift was changed due to promotional products. In other words if the make up is not on promotion the client does not receive it even if they were promised these items. I then sent an e-mail of complaint because i felt like a kid who's ice cream cone just fell on the ground. I received a response from a lady Mariette Nell, who assured me that she will be investigating by listenng to the telephone call betweeen myself and the consultants and will respond in 48 hours. within that 48 hours Mariette Nell contacted me again to confirm she has listened to the telephone call and agree that i was indeed promised the make up kit and will be forwarding these items to me the Monday. I was shocked but happy simply because this wonderful lady has taken my complaint up immediately and corrected the matter. This type of service is scarce lately and appreciate the speedy reply from Mariette Nell indeed. Well done and keep up the fantastic work.</p>