Whole Foods co-CEOs John Mackey and Walter Robb apologized to customers for pricing discrepancies in its New York City stores in a video posted on Wednesday afternoon.
The chain’s top executives also outlined the steps they are taking to ensure accurate pricing in stores.
"Straight up, we made some mistakes," said co-CEO Walter Robb. "We want to own that and tell you what we’re doing about it."
New York City’s Department of Consumer Affairs said last week that Whole Foods supermarkets were overcharging customers for prepackaged foods. The unit’s commissioner told the Daily News that an investigator told her, "It was the worst case of overcharges that they’ve ever seen."
Whole Foods initially denied the allegations, saying inspectors were "overreaching."
The chain is sure the overpricing was inadvertent, Robb added.
"We know they’re unintentional because sometimes [mistakes are] in the customer’s favor, and sometimes not in the customer’s favor," he explained. "It’s understandable sometimes mistakes are made; they’re inadvertent and they do happen because it’s a hands-on approach to bringing you fresh food."
The company is increasing employee training around the country, starting a third-party auditing system to gauge progress, and planning a progress report in 45 days, said co-CEO John Mackey.
It also set up an email address for customer feedback.