Whole Foods CEOs admit to charging customers too much

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 around the country
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Whole Foods CEOs admit to charging customers too much
A customer enters the Whole Foods Market in Superior, Colorado United States July 26, 2017. REUTERS/Rick Wilking
Tomatoes are pictured at a Whole Foods store in San Diego, California, U.S., August 28, 2017. REUTERS/Mike Blake
Grass-fed beef products are pictured at a Whole Foods Market in Pasadena, California, U.S., July 24, 2017. REUTERS/Mario Anzuoni
Cut vegetables for sale are pictured inside a Whole Foods Market in the Manhattan borough of New York City, New York, U.S. June 16, 2017. REUTERS/Carlo Allegri
An organic chicken is seen for sale above an explanation of animal treatment standards at a Whole Foods Market in Medford, Massachusetts, U.S., July 24, 2017. REUTERS/Brian Snyder
Juice drinks for sale are pictured inside a Whole Foods Market in the Manhattan borough of New York City, New York, U.S. June 16, 2017. REUTERS/Carlo Allegri
A sign explains animal treatment standards in the meat department at a Whole Foods Market in Medford, Massachusetts, U.S., July 24, 2017. REUTERS/Brian Snyder
Hummus for sale is pictured inside a Whole Foods Market in the Manhattan borough of New York City, New York, U.S. June 16, 2017. REUTERS/Carlo Allegri
Customers walk by the Whole Foods Market in Boulder, Colorado May 10, 2017. REUTERS/Rick Wilking
The inside of a Whole Foods Market is pictured in the Manhattan borough of New York City, New York, U.S. June 16, 2017. REUTERS/Carlo Allegri
A Whole Foods Market is pictured in the Manhattan borough of New York City, New York, U.S. June 16, 2017. REUTERS/Carlo Allegri TPX IMAGES OF THE DAY
Customers are seen outside a Whole Foods Market in Austin, Texas, U.S. December 14, 2016. REUTERS/Mohammad Khursheed
The inside of a Whole Foods Market is pictured in the Manhattan borough of New York City, New York, U.S. June 16, 2017. REUTERS/Carlo Allegri
Jeff Turnas, President of 365 by Whole Foods Market, walks through a 365 by Whole Foods Market grocery store ahead of its opening day in Los Angeles, U.S., May 24, 2016. REUTERS/Mario Anzuoni
The salad bar is pictured at a 365 by Whole Foods Market grocery store ahead of its opening day in Los Angeles, U.S., May 24, 2016. REUTERS/Mario Anzuoni
An employee checks packaged meat at a 365 by Whole Foods Market grocery store ahead of its opening day in Los Angeles, U.S., May 24, 2016. REUTERS/Mario Anzuoni
Express cashier kiosks are pictured at a 365 by Whole Foods Market grocery store ahead of its opening day in Los Angeles, U.S., May 24, 2016. REUTERS/Mario Anzuoni
Customers check out at a Whole Foods Market in New York City, U.S., February 7, 2017. REUTERS/Brendan McDermid
The inside of a Whole Foods Market is pictured in the Manhattan borough of New York City, New York, U.S. June 16, 2017. REUTERS/Carlo Allegri
A view of fruit and vegetables in a Whole Foods Market shop in London.
A view of cheese in a Whole Foods Market shop in London.
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