They've not sent me a 'free product voucher'?

[TingeOGinge]

Bought a dessert and when I opened it, it was inedible. Something had gone wrong and it was rock hard.

I took photos of the item and the box and emailed the company.

They apologised and sent me a voucher for a free product as an apology.

But AIBU to think they're not giving me a free product? They're just replacing the one I paid for and couldn't eat because it was mispackaged?

If they were giving me a free product, they would send 2 vouchers. One to replace the one I paid for but couldn't eat. And a 2nd as an apology?

It's just the way they've send the voucher, with the impression that they're very kindly giving me a free item to say sorry, but surely they're not?

Take the one you've bought back to the shop for a refund and then use the voucher to buy another one?

Well they kind of are because it's costing them 2 of whatever you bought though you only paid for one

I binned it, I don't live near the shop. I get my shopping delivered online.

It is yes. But the way they phrased it is 'we're sorry you had a faulty product, here's a voucher for a free product to say sorry'

But I never got to eat the one I paid for.

Tbh . Years ago you got a lot more complaining … however it is so easy to go to the internet email a complaint you get a lot less

You should have taken it to the shop you bought it from initially, your contract is with them (their contract is with the manufacturer of the product).

And THEN complain to the manufacturer. Then you would have had your refund from the shop, and a freebie from the manufacturer.

Which is probably what they expect you to have done. If you're not going to put in the full effort to complain.... in a time when eeeeeeeeveryone complains... welllll...

If you order it online and get it delivered it's even easier. You contact the Helpdesk and they'll usually refund it, no questions asked. It's only if you do this a lot they might be less willing.

I thought you had to refuse it at delivery?

I'd had the shopping about 4 days so thought it was too late to inform the shop.

Obviously if you know there's an issue with something, you'd refuse it at delivery. But you aren't going to taste test everything while the driver waits.

Perfectly reasonable to buy something to eat four days later, and you complain about it once you've opened it, if it's inedible.

I can't speak for all supermarkets, but as it's ordered online you do have certain protections in law.

If it's Asda you get up to 5 days to request an item is refunded.