I hadn’t ordered from Capital for years as I got sick of things not being in stock but recently I needed to order something that was harder to get hold of so thought I would try them again. I wish I hadn’t. Some items I purchased in with my order were three Deo small wax strips and two large Deo wax strips. When I received the order I had replacement Capital own brand ones. It never said they were out of stock when I ordered and I never received an e mail afterwards to say they were out of stock and an alternative product was available, just sent the Capital ones! So I rang the next day , where upon I was told I needed to send photo evidence of the wax strips so I did and explained that under the consumer rights law I am entitled to a full refund or an exchange. I then received an e mail a few days later to say I was entitled to a refund but I would have to cover the cost of sending them back and then obviously if I wanted alternative wax strips to order and pay for new delivery. This was not my mistake and I knew that I want responsible for the payment of returning the items so I rang Citizens Advice who confirmed it was their error and not the products that I ordered so I emailed Capital once again to confirm this. I spoke to Amy in customer services and said I wanted to make an official complaint. She then told me that the e mail saying I had to cover the cost of posting was sent in error and used as a template e mail. She then told me I would have to send the items back at my own cost to then get a refund on posting and items. I think this is disgusting for a big company to not have a returns label or courier pick up so I told her I wasn’t happy with this as the onus is on me to have to go the post office to send them back also pay up front for the postage to then wait to get a refund, all though no fault of my own. Also I had had to order more wax strips from somewhere else in the interim period- so more cost to myself. She then said she could see what she could do. She then rang back and obviously thought she had the golden nugget with this- she told me she had spoken to the warehouse manager and that the capital packaged wax strips that I hadn’t ordered were in fact made by Deo! I told her I didn’t care as they are sold as Capitals own brand and they are not the item number or description that I ordered. She was rude and unhelpful and just kept saying over and over again but they are Deo wax strips to anything I said. She was missing the point as they are packaged differently and sold as Capitals , with a different item number and description so by law not what I ordered. I’m sure cheaper toilet roll is made in the same factory as Andrew but doesn’t mean it’s the same. I have worked as a beauty therapist for twenty five years and never come across such a low level of customer service all due to them sending out the wrong items - not my mistake! I have used Ellison’s , House of Famuir and Salon serve in this time and never had one problem, even recently had an experience with Navy customer service and they could not have been more helpful. Capital needs to take ownership of mistakes they have made and try to correct them, also I bend over backwards in my job to keep people happy and coming back, that’s what the trade is based on yet ironically the place you buy your stock from couldn’t care less. Never use this company they are awful and have awful customer service advisors.