Eden Pasta finally fixes its site

Eden Organic Pasta has fixed its website. When it was still wrong last Friday afternoon, I penned a hand-written note to the company president. Who knows whether that shocking last measure had any effect, but I'm pleased to see that the serving size matches the nutritional information.

Eden Organic Pasta, Gulliver's Travels, and Knavery

The Eden Organic Pasta website still has bad information about the serving size for much of its pasta, so I've written a note to Eden Foods president Michael Potter. Got a little shiver when I noticed that he shares a last name with Sue Potter, the marketing manager who has been my contact on this issue. I feel bad complaining to one family member about another, if that's the case, but I'd feel worse letting this slide.

Cathy H., a Registered Dietitian and Master of Public Health, wrote saying this is a big deal for diabetics as well as vegetarians and other protein counters:

Probably a more important issue with the mislabeled pasta is that the carbohydrate amounts would be off and if someone is counting carbs in order to match their insulin to the carbs eaten they would be off by 1/2 and with pasta that is a big deal.

When a company refuses to fix such as easily fixed problem (updating a few website graphics) after it has caught the public's eye, then what else is slipping through the cracks?

I've been reading Gulliver's Travels and was struck by this description of the laws in Lilliput:

They look upon Fraud as a greater Crime than Theft, and therefore seldom fail to punish it with Death: For they alledge, that Care and Vigilance, with a very common understanding, may preserve a Man's Goods from Thieves, but Honesty hath no Fence against superior Cunning: And since it is necessary that there should be a perpetual Intercourse of buying and selling, and dealing upon Credit; where Fraud is permitted or connived at, or hath no Law to punish it, the honest Dealer is always undone, and the Knave gets the Advantage.

I don't think the Knave Eden Organic is conniving, just permitting. Which honest Dealer is undone? In my case, it was Whole Foods. I quit buying their less expensive and nutritionally superior pasta in favor of Eden Organic's mislabeled product.

Timeline: Eden Organic response to bad pasta labels

I've been trying to let this go, but this statement from Marketing Manager Sue Potter kept me up last night:

We began corrective measures immediately upon learning of our mistake in July.

I believe this is true: they planned to correct the boxes on the next print run. Two months later, they were working on the artwork for boxes that would be printed in a few more weeks.

But many corrective measures weren't in place months after they say they knew about the problem and some still aren't, including easy fixes like putting the right information on their website. Here's a time line (all dates 2010):

• Unknown date: Eden Organic Pasta ships a variety of pasta with boxes showing the wrong serving size, making it seem like the pasta contained twice as much protein and other nutrients as it actually does.


• July 13 — the date Eden Organic says they found out about the problem.


• unknown date — a customer complains and accepts coupons as compensation.


• early September — I search the web for a good version of high-protein, organic pasta. I'm delighted to find that some of Eden Organic's pasta has nearly the same protein level as Barilla Plus. I go to my local Whole Foods and buy every variety I can find for testing. EO's Kamut Vegetable Spirals are good enough that I decide to recommend them in my book and rework the shopping lists and cost calculations accordingly.


• September 19 — During a test for cooking time with the vegetable spirals, I notice that there are far more serving than there should be in the box. I fill out the customer support online form describing the problem. My comment begins like this: "Problem with label on your Kamut Vegetable Spirals. Please help -- urgent request from author with book manuscript due very soon who wants to recommend your products." This is a Sunday, but I hope to hear something Monday morning.


• September 20, 2:00 p.m. — I call Eden Organics, since I haven't received a response to my email. The Customer Support representative says that marketing knows about the problem and I'll have to talk with the Marketing Manager, who will call me back.


• September 20, a while later — Sue Potter calls and tells me "everyone makes mistakes" and she's glad customers are willing to work with them. Work how?, I ask. After a fairly heated exchange, she asks what I would consider acceptable. I say, a refund and communications to the customers so no one else has this problem. I recommend she talk with others at EO and let me know what I should tell my readers.


• September 21 — Sue emails me offering a 55-cent coupon for the product of my choice. (I'd paid $3.69 for the pasta with the bad label.) She says the website would be updated within the day. I respond, refusing the coupon, asking again for a refund, and pointing out that the website has incorrect information for several other products. I blog about the problem. At least one reader also contacts Eden Organic to complain.


• September 22 — The website is corrected for Kamut Vegetable Spirals but not for other products in the same line with the same error. I draft a newsletter article about the problem.


• September 22, 3:08 p.m. —Sue emails me with an apology and an offer to send me a refund for $4.00. She says that EO will put stickers on the boxes they have in inventory to show the correct serving sizes. I'm happy to hear about the stickers, so I update the newsletter and this blog.


• September 23, 8:28 a.m. — The EO website is still has the wrong serving sizes for other pasta in the same line.

The persistence of bad information. Many people never read labels, but even those who do probably don't read them often. Once you find a product that works, why would you go back and re-read the fine print? Here's how a problem spreads when bad labels remain on the shelves and on the Internet:

• Other families might do what I did, research pasta looking for the most nutritious choice, find an acceptable one, make it the family choice, and move on to other issues.


• Other writers and menu planners might do what I did, use the Internet to find healthy food to recommend for their readers, clients, and patients. Once the decision and perhaps purchase order is made, why go back to look for label changes? Given how many colleges are offering green and vegetarian meal options, I wonder how many are serving Eden Organic Pasta without realizing there is a problem.


• Other vegetarians might do what we didn't do, go back to eating meat when they felt hungry and weak after days of being short on protein. These people would now be at the meat counter, not in the pasta aisle scrutinizing high-protein pasta labels. Other families might quit having their Meatless Mondays for the same reason.

This is why I felt it was worthwhile pursuing this issue. It's not about getting a $4 refund after two emails and two phone calls. It's about making sure people have the correct information to eat healthy, organic food that is low on the food chain. Doing so is good for your health, the economy, and the environment.

What seems like just a "typo" to Eden Organics seems like a barrier to slowing global warming to me.

Eden Organic ships pasta with known bad label for months

After last week's problem, now resolved, with Newman's Own Organics olive oil, I couldn't believe it when I found a much more important error on the label for Eden Organic Kamut Vegetable Spirals. Turns out that the label says the nutritional information is for a 1/2 cups serving, but it's really for a 1 cup serving.

My husband and I have been eating the serving size we use for all pasta, 3/4 cup, but were only getting 6 grams of protein instead of 12. Our daily allowance is 55 - 60 grams, so this is a 10% shortage ... enough to make a noticeable difference. That's why we've had the urge to snack on nuts after a meal made with this "high protein" pasta.

And I really couldn't believe it when Eden told me they've known about it for months, have not corrected their website, and refused to refund my money. They will be printing new boxes in a few weeks (no rush) and eventually the packaging will be accurate. Meanwhile, too bad about all those customers who are misinformed.

This means that I purchased at a premium price a pasta that claimed to be high in protein but in fact had half the protein per serving volume as labeled. I switched a few weeks ago from Whole Foods Organic Whole-Wheat Rotini to these spirals because I thought they had more protein, even though they cost more ($3.69 for 12 ounces compared to $1.79 for a pound).

Sue Potter, the EO marketing manager, says the company has known about this mislabeling since July 13th. They did not correct their website, which also had the incorrect information, until I asked them to yesterday. Sue wrote today:

Pasta box artwork is going through review and will be going to the printer in the next few weeks. Error will be corrected on the next printing. Please reply back to me an Eden food you would like to try (view all on the web site) and I will sent it to you at the Raleigh NC address along with retail 55¢ off coupons to use at retail stores.

I had requested a refund, but am being offered a coupon to buy more products with labels that I now doubt.

While it's true that the label also said a serving size is 55 grams, even manager Sue Potter said that few people would weigh rather than measure their pasta. When the purchasing decision is being made in the grocery store, the easiest comparison is cups to cups with other brands.

Why does this matter? As we discussed last week, food labels are required so customers can make informed purchases. Lots of people don't look at labels at all, but for some they are vitally important. In this case, I used the label to make sure my family was getting enough protein. Other families will use them to avoid allergic reactions or for other dietary or moral concerns. (No yogurt with gelatin for me, thanks.) In this economy, many families struggle with feeding their families on very limited budgets, so accurate nutritional information is essential.

And the way a company responds on a known issue gives you an idea of how they will respond on internal ones we can't guess at. I actually trust Newman's Own more now than I did before working with them about their label problem but will not be buying from Eden Organic again.

I'm very happy to have found this out before sending Wildly Affordable Organic to my publisher in a few weeks. My pasta recommendations will go back to being Barilla Plus or Whole Foods Organic Whole-Wheat Rotini. And I'm going to continue cooking as much of my food from scratch as possible to minimize the chances of being misled by a label.

Here's the contact page for Eden Organics if you'd like to let them know that you want them to provide truth in packaging. I'll be posting updates on this blog, such as any response I get from Whole Foods, where I bought the pasta.

[cross-posted on Daily Kos]

[update 1]Problem more widespread than thought Two days later, the Eden Organic site still lists 1/2 cup, 55 g serving sizes for Kamut & Buckwheat Rigatoni, Kamut & Quinoa Twisted Pairs, Kamut Ditalini, Kamut Elbows, and possibly more but I'm done checking. I notified them about this problem yesterday, but they should have fixed all the information on the website in July, when they say they first found out about the misleading labels.

I refused their offer of a 55-cent refund (!), saying:


[update 2] Problem partially addressed When I wrote to Eden Organic yesterday telling them a bout the additional problems on their website and refusing their offer of a 55 cent coupon (!) instead of a refund, I said:

I'm disappointed by this response. I'd asked for at least a refund for the mislabeled product I purchased. I would also expect you to notify the stores and customers of the problem. While it would be very expensive to recall the boxes, you could ask merchants to display a sticker with the correction. There are no doubt other ways of handling a problem like this, but misleading customers for months doesn't seem to be a good choice.

This "typo" caused me to serve several inadequate meals to my family. Fortunately, I have the luxury of having other food in the house, so when we were still hungry after dinner, we could have a snack, but not everyone can. This typo could cause vegetarians and vegans who are unwittingly 10% deficient in their daily protein allowance to return to meat....

FYI, here's how Newman's Own Organics handled a much smaller problem last week.

[update 3] — EO will relabel boxes, send refund
Was it the image of pork-chop eating vegetarians that changed their minds? A call from Whole Foods or the Vegetarian Times? We'll never know, but we've got progress. Sue Potter just wrote, saying:

We are sending a cash refund, your preference over product and coupons. A check for $4.00 will be mailed .... We sincerely apologize for our error, and troubling you with it.
New artwork is being dispatched to the printer, and current inventory is being re-labeled/stickered with the corrected common measure.
We began corrective measures immediately upon learning of our mistake in July.

The website is still wrong and there are mislabeled boxes in the store, but some action has been taken. The bad information will be out of the system more quickly now. Unlike Newman's Own, Eden hasn't pulled mislabeled products off the shelves or said what they will do for other customers who didn't get what they expected. But if you feel entitled to a refund too, contact Eden Organic Pasta.