Whole Foods CEOs Admit to Overcharging Customers: ‘We Made Some Mistakes’
Whole Foods has just released a video starring its CEOs—Walter Robb and John Mackey—to respond to backlash facing the company, following a lengthy investigation that accused Whole Foods of routinely overcharging customers.
“Straight up, we made some mistakes,” began Robb, who stood by Mackey in the video released Wednesday.
In June, the Department of Consumer Affairs stated that the supermarket chain, which boasts a total of 422 stores in the United States, had been overcharging customers due to an overstated weight/price ratio when it came to certain items, including vegetables, fruit and prepackaged meat.
Although recent reports took aim at New York City locations, pricing errors were also uncovered in a California-based Whole Foods, resulting in a handful of penalties.
Over the span of the 2-minute video, Robb and Mackey vow to fix the company’s inconsistent pricing issues—which they call “understandable” since the supermarket chain implements “a hands-on approach to bringing [customers] fresh food.”
So, what will the company do to avoid any future pricing discrepancies? Mackey outlines three steps the company is taking to ensure a more accurate shopping experience. On top of increasing training efforts in all New York City locations as well as throughout the country, Whole Foods is applying a third-party auditing system for improved monitoring. “We’ll be reporting back to you, the customer, exactly what kind of progress we’re making here,” says Mackey.
Their final note promises customers a 100% guarantee on all Whole Foods items. “If for any reason, you think there’s a mistake in any of our fresh products, ask the cashier to check on it,” says Mackey. “If there’s a mistake that’s not in your favor, we promise to give you that item for free.”
Time will tell if the new supermarket giant will thrive or hit a standstill with these recent headlines, but Whole Foods’ top executives remain hopeful.
“We want to be perfect in this area,” says Mackey in the video. “We don’t want there ever to be any mistakes.”
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