Whole Foods is apologizing to customers over price discrepancies and insists the errors were unintentional. Whole Foods Co-Founder John Mackey and Co-CEO Walter Robb appeared online in a video addressing concerns. They say the chain is implementing a third party auditing process for all its stores.
The issue came to light during a New York City Department of Consumer Affairs audit. The chain believes it mostly affects fresh foods because those are packaged and labeled in the store.
“In these areas there’s a very, very small percentage that they’re mis-weighing errors,” said Mackey.
“And we know they’re unintentional because the mistakes are both in the customers favor, and sometimes not in the customers favor,” said Robb.
The chain wants customers to ask cashiers to double-check items they believe are mislabeled. If the price is more than what the customer should pay, Whole Foods promises to refund the product and give the item free to the customer.