Here’s Why Whole Foods Is Apologizing to Customers

Here’s Why Whole Foods Is Apologizing to Customers

Whole Foods Market
Flickr/Elvert Barnes
By Beth Braverman

Stocking up at Whole Foods for a Fourth of July Bar-B-Q this weekend? Better double check the prices you’re paying.

Most customers expect to pay high prices at Whole Foods. The gourmet supermarket is often jokingly referred to as “Whole Paycheck.” But in its New York stores, the grocer may have gone too far.

The company’s co-CEOs admitted in a video shared online yesterday that workers in the stores had been mislabeling the weights of its prepared foods. “Straight up, we made some mistakes,” co-CEO Walter Robb said in the video.

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The executives never said the word “sorry,” but said that they would retrain their workers, implement a third-party auditing system, and give items for free to customers who found a mistake not in their favor. 

The New York City Department of Consumer Affairs announced last week that an investigation had tested 80 types of prepackaged foods and found that all of them had mislabeled weights.

“It is unacceptable that New Yorkers shopping for a summer BBQ or who grab something to eat from the self-service aisles at New York City’s Whole Foods stores have a good chance of being overcharged,” DCA Commissioner Julie Menin said in a statement announcing the investigation last week. “Our inspectors tell me this is the worst case of mislabeling they have seen in their careers.”

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