Whole Foods CEOs admit to charging customers too much

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Whole Foods Accused Of Overcharging Customers Again

Whole Foods' two top executives have apologized for overcharging customers.

"Straight up, we made some mistakes and we want to own that," Whole Foods co-CEO Walter Robb said in a two-minute video apology alongside John Mackey, the chain's co-founder.

Whole Foods came under fire last week after a New York City investigation revealed that several stores were mislabeling packaged foods and selling them for more than they were worth.

City inspectors claimed it was the "worst case of overcharging" that they had ever seen, according to the Daily News.

In the apology video, Robb and Mackey said the overcharges were unintentional and that they mainly occur with packaged fresh foods like sandwiches and juices.

"It's understandable sometimes that mistakes are made," Robb said. "They are inadvertent. They do happen because its a hands-on approach to bringing you fresh food."

The company is taking three steps to fix the problem, the executives said.

First, Whole Foods is going to retrain employees in New York stores and around the country.

Secondly, the company will implement a third-party auditing system for all its stores to make sure employees are weighing items properly.

"We want to see whether we're making any progress in this area or not," Mackey said. The company will start reporting its progress to customers in 45 days.

Lastly, Whole Foods will start refunding customers for the full price of any product that has labeling errors.

"We want to be perfect in this area," Mackey said. "We don't want there to ever be any mistakes."

Here's their full apology:

In the New York City investigation, inspectors weighed 80 items from eight Whole Foods stores and found inaccurate labeling on every item, according to the city's Department of Consumer Affairs.

For example, inspectors weighed eight packages of chicken tenders, which were priced at $9.99 per pound. Consumers who purchased these packages would have been overcharged by about $4.13 on average, according to a DCA release. One package was overpriced by $4.85.

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See Also:

SEE ALSO: Furious Whole Foods customers threaten to boycott the chain amid allegations that it overcharged for food

Photos of Whole Foods locations from around the country:

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Whole Foods CEOs admit to charging customers too much
Pedestrians pass in front of a Whole Foods Market store in Union Square, Wednesday, June 24, 2015, in New York. New York City's consumer chief said Wednesday that Whole Foods supermarkets have been routinely overcharging customers by overstating the weight of prepackaged meat, dairy and baked goods. (AP Photo/Julie Jacobson)
Pedestrians and motorists pass in front of a Whole Foods Market store in Union Square, Wednesday, June 24, 2015, in New York. New York City's consumer chief said Wednesday that Whole Foods supermarkets have been routinely overcharging customers by overstating the weight of prepackaged meat, dairy and baked goods. (AP Photo/Julie Jacobson)
Shoppers come and go from a Whole Foods Market store in Union Square, Wednesday, June 24, 2015, in New York. New York City's consumer chief said Wednesday that Whole Foods supermarkets have been routinely overcharging customers by overstating the weight of prepackaged meat, dairy and baked goods. (AP Photo/Julie Jacobson)
In this photo taken Friday, Oct. 17, 2014, a cash register terminal promotes usage of the new Apple Pay mobile payment system at a Whole Foods store in Cupertino, Calif. The new system launches on Monday. (AP Photo/Eric Risberg)
In this Thursday, March 27, 2014 photo, a woman walks out of the Whole Foods Market in Woodmere Village, Ohio. Whole Foods reports quarterly financial results on Wednesday, Nov. 5, 2014. (AP Photo/Tony Dejak)
In this March 27, 2014 photo, a woman shops at the Whole Foods Market in Woodmere Village, Ohio. Whole Foods reports quarterly financial results on Wednesday, July 30, 2014. (AP Photo/Tony Dejak)
FILE - In this March 25, 2014, file photo, shows a Whole Foods store in Philadelphia. Whole Foods reports quarterly earnings on Tuesday, May 6, 2014. (AP Photo/Matt Rourke, File)
Pedestrians go past a car with a figurine of a soybean crossed with a fish on top in front of a Whole Foods Market in downtown Seattle, on Election Day, Tuesday, Nov. 5, 2013. The vehicle was promoting a Yes vote on Initiative 522, which would require the labeling of food that contains genetically modified ingredients. (AP Photo/Ted S. Warren)
FILE - This July 29, 2013 file photo shows produce on a Whole Foods paper bag in Andover, Mass. Whole Foods Market Inc. said bad weather in 2014 has shoppers making fewer trips to its stores, hurting sales growth. (AP Photo/Elise Amendola, File)
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