Isobel Perl Reviews 

Finally a product that works

The product arrived in a timely manner, well packaged, and secure. I have not needed customer service.
I have used the product on my lashes nightly for 1 week. I am starting to see positive results: lashes are softer and appear healthier. I admit I was initially skeptical, but I'm anxious to see what a month of use produces.

The website was so easy, to order from & the delivery service was fantastic & very prompt too. I've already seen results from using the lash serum & that's great for me..

Was enjoying using the brow and lash serum until I dropped the product on the floor which smashed the glass bottle into pieces. I recommend being very cautious with the glass tube as it is very fragile. Sadly not able to comment on how effective the product is as hasn’t been using for long enough.

I Love it, my lashes are growing.

Great service. Enjoying using the lash and brow growth serum. Haven’t noticed any great improvement yet but I’m only a couple of weeks in. Time will tell.

Updated review:

Following my original review, the company contacted me promptly, apologised for sending my order via Tracked 48 instead of the Tracked 24 service I paid for, and refunded the shipping cost. I appreciate that they acknowledged the shipping error and took steps to resolve it.

However, I would like to clarify that my frustration was never solely about the postage mistake. Before leaving a review, I attempted to contact the company through multiple channels, including email and social media, but received no response. While I accept their explanation that my emails were filtered into junk folders, I had no way of knowing this.

I understand that my Instagram message was sent as a message request, however my understanding is that this is the normal route for messages from customers with whom a business has not previously interacted, so that shouldn’t have come as a surprise to them. Their public response refers to my Instagram message being a message request, but does not mention that I also contacted them via Facebook and was later informed that Facebook messages were not being monitored. As a customer, I used the contact methods available to me and had no reason to believe my messages would not be seen.

The review was what ultimately led to the issue being investigated and resolved. I am grateful that the matter has now been addressed, but I believe it is fair to reflect both the eventual resolution and the difficulties I experienced in obtaining a response in the first place.

I have updated this review to acknowledge the apology and refund, while accurately reflecting my overall experience.

Original review:

Absolutely dreadful customer experience.

I paid extra for Tracked 24 delivery, only to discover that my order was sent using Tracked 48 instead. If you’re going to charge customers for a premium delivery service, the very least you can do is provide the service they’ve paid for. I realise it’s a small difference in cost but how many other people are they doing this too? Delivery was pricey to start with.

The thing that really bothers me is the complete lack of communication. Despite contacting the company multiple times, I received no response. Mistakes happen, but failing to acknowledge or rectify them has left me feeling that customer service is not a priority. Multiple emails and direct messages have been ignored, leaving me with no explanation, no apology, and no confidence that this company values its customers once payment has been taken.

At this point, I genuinely can’t tell whether this is simply incompetence and poor customer service or a business that just doesn’t care after they’ve got your money. Either way, the result is the same: a thoroughly disappointing experience.

Because of the lack of communication and trust, I don’t even feel comfortable using the products I purchased, meaning the whole order has been a complete waste of money.

Based on my experience, I would strongly recommend avoiding this brand. There are plenty of cosmetic companies out there that actually honour what customers pay for and respond when things go wrong.

It was very good and speedy delivery! Only concern was the paper it came with was creased but other than that very happy with the product

Five stars for the super quick delivery alone, ordered one day and it arrived the next! Saw results the first day after using the brow and lash oil, already lashes are longer and brows are growing fuller! You can tell for 8ml the product will go a long way.

Following looking at reviews and seeing rhe positive feedback,
I went to place an order for the lash and brow serum but £3.99 postage for a tiny little vial is too much. It is a shame.

I have to advise that the product container is very fragile breakable glass. This is not mentioned on the packaging.
Unfortunately for me, the product slipped out of my cabinet and smashed to pieces.
I did report this to customer services but they are unable to replace it. It's a shame because I like to buy British but I will not reorder a product with such flimsy packaging again.

I love the products and think it is wonderful how they have developed the range.
The glass bottles mean they are very sustainable.
I like to buy products from small businesses but it is important the product the brilliant too and the lash oil is just that

The only product that actually helped my lashes grow and I also used it on my eyebrows and let me tell you wowwwww, it’s so good

Lovely products! I’ve repurchased so many times and its always soo good! Im due for a repurchase of the lip oil soon actually! The lash oil is amazing as well grew my lashes super thick. The facial oil is my favourite I use it every night!

Beautiful products that actually work to boost the strength, health and vitality of your hair/lashes/skin! It’s so lovely to see a brand using natural hormone and chemical free and skin safe oils to do the jobs that most companies would use cheap chemical bases for. Beautiful sustainable glass packaging and a joy to use! Love!

The very fragile glass tube smashed immediately when it fell on the floor after only a few days. Good beauty brands consider durability and safety in view of hard surfaces in bathrooms (tiny glass shards in an area where you are barefoot is not good).

[Edit: Interestingly, in the 24 hours since I posted this review, several 5 star reviews have popped up here with specific praise for the glass packaging and for other aspects of the products I mention below! 🤔]

Customer service/Gen Z/ChatGPT response: “oh dear, how frustrating for you! :)”

I’ve worked in beauty and I know what the mark up is on this kind of product - to send a replacement to a genuine customer costs very little. If you believe in your products, you will want to cultivate repurchasing.

Most likely a business that relies on one-time buyers from TikTok/Instagram. Interesting that most of the 5 star reviews on here are based on shipping time/claim to be seeing results immediately (not physiologically possible). I myself bought it as an impulse purchase on Instagram and wish I had checked the formulation first because it’s really just a blend of cheap commodity oils.

The product itself - a viscous oil - is difficult to apply in small quantities to lashes and quite unpleasant to use. Many people won’t tolerate occlusive oils like castor and avocado around the eyes.

If you want a better value oil based, non-prostaglandin lash serum I recommend Aroma Zone’s castor oil based serum (very inexpensive and will provide the same conditioning effects - there’s no real evidence for the increased growth anyway).

Lash and brow serum left my eyes feeling like they had been filled with sand. I did a patch test and all was fine but there was clearly something in there my eyes can’t tolerate so I advise caution. Was offered half of my money back per their T&Cs so I hope that happens soon. I will update my review to confirm when I receive the refund.

UPDATE: I was indeed provided with a 50% refund. Excellent customer service.

I made an error when purchasing but when I contacted the company for help, they couldn't have been more supportive. The error was corrected and money refunded straight away. Brilliant customer service.

I have had reactions to all eyelash serums I’ve tried in the past but not to this! It’s so gentle on the skin & it really works.
Only been using a few months & notice a difference already. Will definitely re buy

I recently bought the masks and lash oil. The lash oil is horribly thick and smells. After a few tries I've had to ditch as it gets everywhere. It's unavoidable to apply and not have it run. It really stings if you get it in your eyes which always happens. As for the masks, it was not clear from the website you needed to buy the oil, bowl or spoon to make them up yourself. I only found out when I opened the packaging to find just a powder and googled what to do. I bought products after seeing a social media reel and was sucked into some sob story about being an independent business being threatened by a big company and wanted to support what felt like a genuine, smaller business. Selling powder that makes up masks but not the rest of the kit feels pretty misleading and shocking. I feel ick as it seems to be a scam company. Guess this is my lesson not to buy from social media ads again!