Should the shop give me a credit note for ‘faulty’ item?

[Bliebirds]

I bought a perishable product from ‘not just any’ department store. Unfortunately, the product was ‘faulty’ (think food that was already off or flowers that didn’t bloom).

I don’t have the receipt but do have the bank statement.

The store agrees that the product is ‘faulty’ but says that because the product could have been bought at any store, they won’t even give a credit note.

Are they in the right?

If it’s the place I’m thinking of, they’re usually quite good at customer good-will. I would expect a replacement product.

That’s what I thought! All I have asked for is a replacement or gift card. Value less than £10. But they are refusing!

Bump

I take it it's not an own brand product, and that's the issue?

Do you have a loyalty card for the store, some stores definitely can look at your receipts on their till sulustem even if you didn't take a paper one at the time. I've done that in Tesco to return clothing before.

Or try complaining---- to the brand itself maybe?

Edit: clarity

If it's not an own-brand thing, but one that could have been bought at a different supermarket, then they are quite right that you need a receipt to claim back from them.

I would contact the manufacturer of the product (eg Kelloggs if it was a breakfast cereal) and tell them that they supplied a faulty product and the intermediary supermarket is refusing to refund you. If you do so publicly on social media you may get good news.

Exactly - it is a generic item. Sadly no record of it on the loyalty app as they experienced a recent hacking….

We spend thousands of pounds with them a year but I’ll be taking my custom elsewhere now.

I wonder if it’s part of the hacking issue. Shortly after their systems went down, I bought a top. I didn’t try it in store as I was in a hurry. It was too big and I took it back the next day. Like you, OP, I didn’t have a physical receipt (because I always got emailed receipts, and I didn’t realise they been hacked and that I wouldn’t get the email - they didn’t explain this at the time of purchase). Anyway, they were hugely apologetic but said, without a physical receipt, they were totally unable to help me. Not even a credit note. They said they had no way of putting it through the system without the receipt. So I think it’s all related to the hacking but it’s still a pain in the backside!