Our Promise to You

On Tuesday, September 5th, we voluntarily recalled an isolated set of products made in our Idaho facility. If you’ve purchased Chobani with the code 16-012 and Best By dates between 9/11/13-10/7/13, please discard them and contact our Customer Loyalty Team here: http://chobani.com//care.

In an effort to keep you as informed as possible, we will revise with updates here, as they become available to us. We’re working every day to improve. Thanks!

Update as of 10/2/13 2PM

We’ve worked diligently over the past several weeks to respond to each and every fan affected by our voluntary recall. Through adding additional team members and working ’round the clock, our Customer Loyalty Team has returned to our standard 24-hour response time. Please continue to reach us at http://chobani.com//care with any questions or concerns.

We wouldn’t be where we are today without our most loyal fans, and we thank you for all of your support.

Update as of 9/18/13 830PM

We believe that everyone, especially kids, deserves access to healthy food options- that’s why we’re excited to launch a historic pilot program with K-12 schools this fall semester.

In light of our voluntary recall, we want to clarify that none of the yogurt destined for schools has been affected. The yogurt for the pilot is being produced at our facility in New York State, while the product included in our voluntary recall is isolated to our Idaho facility.

We remain committed to crafting the highest quality products made with only natural ingredients and are thrilled to bring our Greek Yogurt to students.

Update as of 9/11/13 6PM:

Chobani was built through the personal connection we have with the people who love our products. This past week brought exceptional volume to our social channels, and we sincerely apologize to everyone we were not able to reach as quickly as we normally would. We understand your frustration, and thank you for your patience with us.

We’re committed to not only assuring every last affected product is recalled and replaced, but also that every concern from our consumers and retail partners is addressed with the best service possible.

Updates in real time: We’re providing updates here, newsroom-style, with time-stamped details as we have them.

Bolstered Customer Loyalty staff: We’re committed to responding to each and every inquiry, amidst abnormal email and call volume. To do so, we have reinforced our already robust Customer Loyalty Team with 75+ reassigned and part-time employees to provide 24/7 support. And, 50+ volunteers have joined from various outside departments to assist. Though we have experienced a backlog in recent days, we are on track to return to our standard 24-hour response time as soon as we possibly can.

Real-time social engagement: Peak volume to our social channels in recent days was five times that of regular volume—yet we’ve continued our commitment to respond to all inbound inquiries. In addition, our dedicated social team is working hard to address concerns generally stated and correct any misinformation. We are doing all of this because staying connected to our consumers is of the utmost importance.

On the ground at retail: While we worked hard to remove affected product off of retail shelves before we moved to voluntary recall last Thursday, our 200+ dedicated sales team has spent recent days canvasing retail locations—answering questions from retailers and consumers alike and generally acting as a resource on the ground.

Nothing is more important to us than responding to and connecting with our fans—including, and most importantly, those who have a less than perfect experience. Every day we set out to do that just a little bit better.

Update as of 9/11/13 7AM:

We never take the loyalty of our fans for granted and there’s nothing more important to us than the safety of our consumers.

Last week we decided to issue a voluntary recall for a limited amount of product from our Idaho facility. Since then, with the help of our retail partners, we have worked hard to remove recalled product and have restocked shelves with fresh Chobani.

As you would expect, we have performed an extensive review of our Idaho facility, and consulted with outside experts to provide objective analysis.

We also continue to work with the FDA on the efficacy and speed of our voluntary recall so we can emerge even stronger than before.

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Update as of 9/6/13 3:10PM:

From the desk of: CORNELL UNIVERSITY MEDIA RELATIONS OFFICE
Sept. 6, 2013

Mold behind Chobani recall poses little threat to consumers

Randy Worobo is a professor of Food Science in Cornell University’s College of Agriculture and Life Sciences, and a leading expert on food spoilage, and microbial food safety and quality. He comments on Thursday’s announcement of a voluntary recall by Chobani of some Greek yogurt products due to reports of mold contamination.

Worobo says:

Mucor circinelloides is a species of mold commonly associated with fruits, vegetables and dairy that has been reported to cause spoilage like swelling and bloating in yogurt. It is not considered a disease-causing foodborne microorganism.

“This mold should not pose a health risk to most consumers. Very rarely, it can act as an opportunistic pathogen, but not through food and usually only for people with compromised immune systems through inhalation. The organism is regularly used for the production of natural flavor compounds that are widely used in the food industry.”

Update as of 9/6/13 1PM:

Through extensive testing and expert consultation, we now know that the mold found in the products we voluntarily recalled this week is a species called Mucor circinelloides.

Mucor circinelloides is not considered a foodborne pathogen.

Update as of 9/5/13 930PM:

In working with our consumers to locate code 16-012, we’ve found this image to be helpful.

ims code 16012

Update as of 9/5/13 930AM:

We sincerely thank you for your understanding as we do our best to provide new details in real time. To be extra cautious, we have moved from a voluntary withdrawal to a voluntary recall. This partnership with the FDA will allow us to ensure that we’re reaching as many of our consumers with notification of reported quality concerns.

Nothing is more important to us than the health and safety of our consumers, and we are taking all of the necessary steps to uphold our very rigid quality standards. If you’ve purchased these products with the code 16-012, best by dates 9/11/2013 – 10/7/2013, please discard and contact our Customer Loyalty Team: http://chobani.com//care.

And for our full press release, please click here: http://chobani.com//who-we-are/news/2013/09/05/voluntary-recall/.

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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 production and is limited to products produced at our Idaho facility, which accounts for only one third of our production capacity.

Update as of 8/31/13 at 12PM:

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 quality concerns surrounding certain products, which were experiencing swelling or bloating.

We’ve been diligently working with our retail partners and have voluntarily and proactively removed and replaced the majority of potentially affected products with the code 16-012, expiration dates 9/11/2013 – 10/7/ 2013 to ensure our fans are met with only the best experience when enjoying our products.

In order to deliver upon our very rigid quality standards, we ask that if you’ve purchased products with these code dates to contact our Customer Loyalty Team directly at http://chobani.com//care so we can coordinate replacements. Please know that we apply the same standards of excellence to our customer service as we do to our products and can assure you we will provide great care as soon as we can.

We’re 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 you for your continued support. Without you, Chobani simply wouldn’t be possible.