Staff training (STILL) very necessary!!!
I have been in business 38 years and always get my disposables at the Tunbridge Wells Capital store.
On Sunday I returned two rolls of couch roll that had faulty perforations at every other tear.
The manager initially said she couldn’t exchange them because of their return policy being 28 days.
I explained that I wasn’t returning something I didn’t want but something that was faulty and therefore the rules of the Sale of Goods Act applies.
The manager eventually agreed to exchange the two couch rolls as it was in front of two other customers.
The way she spoke to me made me feel uncomfortable but I knew I was right.
I complained about the manager to head office and I’m waiting for them to get back to me.
All members of staff should be well-versed in returns policy for faulty goods, especially as another member of staff was standing beside her listening to what she was saying.
Staff training on such matters is crucial to ensure you don’t lose customers.
I’m afraid that the Tunbridge Wells Store has lost my trade, purely through not knowing their job properly and I shall pass my experience on to friends who shop there too.
20-08-2026
I am surprised to read this reply from Capital Hair & Beauty as it differs from the email reply I received directly from Jon the manager at Head Office.
I wish to make it crystal clear that the two couch rolls were not exchanged as a gesture of goodwill at all. They had to be exchanged because they were defective! This was done after a long and awkward conversation with the Tunbridge Wells store manager who clearly had no idea of customers rights under the Sale of Goods Act 1979, which applies directly to Business to Business transactions.
CUSTOMERS:- Do not be fobbed off when you return faulty goods. The shop policy does not cover your right to return defective goods, only those goods not required.
Kay Kingswell
Odpowiedź od Capital Hair & Beauty - Tunbridge Wells
Thank you for taking the time to share your feedback. We’re sorry to hear that your experience in our Tunbridge Wells store didn’t meet the standard you expected.
We have reviewed the matter and can confirm that the two faulty couch rolls were exchanged for you in store on the Sunday, and we’re pleased we were able to resolve this during your visit. You also continued with your purchase of additional items.
As a trade-only supplier, all purchases are made under our Business to Business terms and conditions, which customers accept when registering. These terms outline our returns process and differ from consumer legislation. However, we always aim to support our professional customers wherever possible, and the store team had already exchanged the items for you as a gesture of goodwill.
We’re sorry that the interaction itself left you feeling uncomfortable, and your feedback has been passed to the store management to ensure further training and consistency across the team.
Thank you again for bringing this to our attention.