Apologies from Chobani’s CEO – to little to late

Posted on September 6, 2013 by

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On the Chobani website, the CEO posted a letter to his fans and customers about the “problem”.
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Chobani said in a Facebook comment that cups with the code 16-012 and expiration dates between 9/11/2013 and 10/7/2013 would be replaced.

Chobani’s handling of its yogurt recall is unusual, according to Tamara Ward, a spokeswoman for the FDA.

Ward said the FDA is in discussions with the company to assess the nature of the problem, the level of risk to the public, whether the issue has been contained, and whether Chobani is doing enough to communicate any risk to the public.

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Update as of 9/3/13 6PM:

Our thorough investigation has identified a type of mold commonly found in the dairy environment. The product in question is less than 5% of our of our production capacity.

Editor’s note: SKU, UPC & Lot Codes please. Retailers would help also.

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Here at Chobani, nothing is more important to us than the quality of our products and the safety and satisfaction of our customers. Recently, we heard of some isolated quality concerns surrounding certain cups, which were reported to be swelling or bloating. Upon learning this, we investigated and have identified a type of mold commonly found in the dairy environment. 

The product in question is less than 5% of our production and is limited to cups produced at our Idaho facility, which accounts for only one third of our production capacity. We have been diligently working with our retail partners and have voluntarily and proactively removed and replaced the vast majority of potentially affected cups with the code 16-012, expiration dates 9/11/2013 – 10/7/ 2013 so as to ensure our consumers are met with only the best experience when enjoying our products. 

In order to deliver upon our very rigid quality standards, we are asking consumers who have cups containing these code dates to contact our Customer Loyalty Team directly at care@chobani.com so that we can coordinate replacement products. Please know that we apply the same standards of excellence to our customer service as we do to our products and can assure consumers great care within 24 hours or less.

We are committed to crafting only the best-tasting, highest-quality yogurt made with only natural ingredients, which means all of our products are free of preservatives.  As we continue along our journey to provide better options to people everywhere, we thank our fans for their continued support. Without them, Chobani simply wouldn’t be possible.

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Here at Chobani, nothing is more important to us than the quality of our products. We are committed to crafting the best-tasting, highest-quality yogurt made with only natural ingredients, and listening to our fans along the way.

Upon hearing of isolated quality concerns surrounding certain cups, we thoroughly investigated and were able to determine an issue of quality, not food safety.  We are working with our retail partners to voluntarily and proactively remove and replace cups where there have been reports that don’t meet our very rigid quality standards. Our team is working ’round the clock to send our fans fresh replacements.

If you are ever dissatisfied, please contact our Customer Loyalty Team directly here: http://chobani.com/who-we-are/contact. We apply the same standards of excellence to our customer service and can assure you great care within 24 hours or less.

As always, we thank you for your continued support as we continue our way along this journey to providing better options to people everywhere. Without you, Chobani simply wouldn’t be possible.

Editor’s note: We have seen this before. It is called a “market withdrawal” not a “recall”. We saw this type of “market withdrawal” several years back with Coke. There was an issue with water. Usually, “market withdrawals” don’t rise to the level of federal recall. That is why you won’t see it as an FDA or FSIS recall. A quality issue versus a bacteria issue like E.Coli, Listeria or Salmonella potentially won’t make a person ill.

“Market withdrawals” the several times they are discovered are usually placed on an  innocuous place on a corporate website, where consumers are unlikely to see them and get worried. What type of quality issue is it, Chobani?

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 © 2013 US Food Safety Corporation. No copyright claim is made for portions of this blog and linked items that are works of the United States Government, state governments or third parties

Posted in: Family safety