Personalized product delivery waste
Q: In the most recent Reader, Megan Minnick wrote that the future for the bodycare/wellness department was bleak because so many folks are now ordering such products online. What with the pandemic raging, I understand that, but once we're past the plague, couldn't the Co-op make an issue of the waste involved in personalized product delivery? I use Andalou Naturals haircare products for thinning hair, but felt guilty ordering them from Amazon, seeing as the entire packing/shipping industry had to be brought to bear on the delivery of these few small items. Recently I learned y'all carry these products, and I was thrilled. I'm willing to pay the higher price for the convenience of having the products available when I want them. Of course the Coop has to call upon the packing/shipping industry to deliver its wares, too, but you're ordering in bulk, which I presume cuts down considerably on the amount of fossil fuel expended to bring consumers and products together.
Just a thought. Too few people nowadays think about how the package on their doorstep is contributing to climate change and the deterioration of the environment.
A: Thanks for the comment, and the suggestion. I think you make a really great point, and we'll definitely keep it in mind as we develop a path forward (and a marketing plan) for our General Merchandise departments. All the Best, Megan Minnick, Purchasing Director
Minocqua brewing
Q: I'm not a new vendor, but a loyal customer. We really need the Minocqua Brewing Company products in the coop. They have great beer, that would be extraordinary popular in the Madison area. Please consider this request.
A: Thanks for reaching out! We've had quite a few requests for this beer over the weekend!
Because our Bylaws, and Cooperative principles state that we are a non-partisan cooperative, we are unfortunately not able to carry this product. We are able to advocate for issues that pertain to our Mission and Ends Statement (such as sustainable agriculture and equitable food systems), but we are not able to participate in partisan issues.
As you probably know, the Minocqua Brewing Company donates 5% of their profits to their Super PAC that is dedicated to defeating Republican candidates. As this is a purely partisan mission, we are not able to support it.
We've reached out to the Minocqua Brewing Company to wish them luck, explain our position, and give them some ideas about stores in Madison that may be interested in carrying their beer.
I hope this is helpful and makes sense. I'm truly sorry that we aren't able to carry the product since we do have a lot of customer interest. Best, Megan Minnick, Purchasing Director
Recent Produce quality
Q: I have been shopping almost exclusively at the Co-op for as long as I have lived in Madison (over 10 years!). Understandably, every so often, I bring home some produce that will spoil much faster than I would anticipate. However, lately, I feel like this is happening more and more frequently. This week, I bought a handful of cara cara oranges and now midway through the week, 2 of them have rotten spots. Recently, I bought a bag of satsuma mandarins and within a few days several of them were going bad. Earlier this winter, I bought a pomegranate that was rotten when I opened it within a few days of purchase. I make a point to try to buy produce that should be seasonal and fresh. I am so frustrated that this is happening. Is this a trend that others are finding these days too? What is going on?
A: Thanks for writing, I'm so sorry that you've been running into quality issues with our produce! I'm adding Andy Johnston, the Produce Manager at Willy East onto this email so he can see your comment as well.
This is the first comment we've gotten in a very long time regarding produce quality, so I'm not sure if it's a trend or not. I can tell you the produce is cycling through our stores as fast as it ever has, so I don't believe it's an issue of freshness at our stores. With the citrus, it sounds to me like perhaps those things that you purchased may have been wet when picked—when this happens, citrus can suddenly develop rot spots that are extremely hard to predict before they happen. In the industry this is called "clear rot."
If you ever run into issues like these again, please know that we are more than happy to refund you for any purchase that you are not happy with. Just stop by the Customer Service desk and they can easily take care of that for you.
We'll keep an eye out for more feedback like this and continue to do our best to make sure that only the highest quality produce makes it to our shelves. Thanks again for writing! Best, Megan Minnick, Purchasing Director
Black silk espresso
Q: Hi —before COVID I used to purchase Equal Exchange Black Silk Espresso whole beans from your store. But unable to find lately. Will you start carrying it again or have you and I am just not looking in the right place? Thanks for your time!
A: Hope your week is going well! We did sell the Equal Exchange Black Silk Espresso whole beans in our Bulk department before the pandemic hit last March. We shutdown the Bulk department at that time and haven't been able to bring it back to full strength. Currently we have some bulk coffee bins up and running, but the majority of our sales are happening in packaged. We are hopeful that we will be able to bring it back in the future, as demand for bulk products grows again.
I checked in with our Equal Exchange rep and it is only available to us in a 10 lb. case (two 5 lb. bags per case). Would that be of interest to you? Have a great day!! -Dean Kallas, Grocery Category Manager
Product refunds
Q: I bought Cheddar Cheese Garden Veggie Chips today and as I opened them I noticed a slice in the seal about 7/8"long that looks like a utility knife type cut. The interesting thing is that the plastic cap is not cut. I took a few pictures if you are curious. This seemed like something you should be aware of. I'm going to toss these in the trash but can I have a refund for these next week when I come in next week or so?
A: I am sorry that you got a damaged product. We can definitely refund the cost of the product or do a product exchange for you. The next time you are at Willy Street Co-op East, just stop by the Customer Service desk and we can get a refund or new product sorted out for you.
Thank you for contacting us and again, sorry about the damaged product. Best, Kjerstin Bell, Customer Service Representative
Seafood center
Q: We are very sorry to hear that Willy will be replacing the Seafood Center vender. We love the quality of their fish and the expertise of their sellers. We buy fresh fish once a week. We will be adding a trip to the Seafood Center’s west side store to our weekly grocery shopping trips.
A: Thanks for the message. I certainly understand why you wish to continue using the Seafood Center for your seafood needs, and I'm glad that you are able to shop at their westside location. We will always endeavor to have a good selection of high quality seafood in our stores once the Seafood Center leaves us in April, and we'll be there if you need us! Best, Megan Minnick, Purchasing Director
Vegan cranberry scones
Q: Dear West Coop Bakery, I am addicted to your Vegan Cranberry Scone. I am not a vegan but that scone is delicious—not too sweet, flavorful, dense and crunchy. I always buy at least 3 of them but there has been a shortage recently. When I come to shop in mid afternoon I am lucky to find the last one. I realize you are making fewer of them because you introduced 2 new scones. I tried both but they are no match for the original vegan one. They don't have much flavor, no density, no crunch and I don't care for the sugar glaze on top. I don't know what other customers prefer. Sales will tell. I am just sharing my feedback.
A: Thank you for taking the time to write to us about the vegan cranberry scones! We are so glad to hear that you love them! We receive this product from our kitchen every morning, with the exception of Sundays and Mondays. If you'd like, you can call us in the morning if you know you will be in, and we can set some aside for you! Thanks again for your feedback! Thank you, Renee Strobel, Deli Manager—West
Kindness comments
Q: Good morning! Thank you for the excellent issues of the Willy Street Coop Reader. I look forward to receiving every issue. As I read the current issue, I was pleased and inspired by the kindness expressed by some customers in the comments. I believe and hope that we are moving to a "new day and new way" as we learn from the current situation. I'm optimistic that being kinder and more considerate is integral to success in our future. I'm encouraged when I read about folks who are eager to contribute to make life a bit better for those who are less fortunate. The spirit of kindness is a trademark of Willy Street Coop staff and customers. My thanks to those who continue to inspire us to demonstrate Kindness and Compassion as these qualities raise everyone up! Thank you for sharing the inspiring ideas from members on how we all might help our neighbors—near and far. Thank YOU!
A: Thank you so much for your feedback! I, personally, share your hope that there is more kindness in our future. Take care! -Liz Wermcrantz, Editor
Road salt
Q: I have noticed excessive road salt applied to the parking lot and sidewalks at Willy East. Road salt is extremely harmful to our lakes and groundwater. I encourage your staff and/or snow removal contractor(s) to become certified through Madison's Salt Certification Program. Link: https://www.cityofmadison.com/live-work/sustainability/winter-salt-certification
A: Hi. Thank you for reaching out to us regarding your concern about excessive road salt usage.
I'm assuming the incident or incidents that prompted your customer comment were due to a snow removal subcontractor that was not adhering to the instructions given to them by our normal snow removal contractor. We received several complaints in late December through mid January and the subcontractor has since been removed from servicing our property. Our regular contractor committed to having his crew service the property going forward and they also cleaned up the excessively applied ice melter shortly after the incidents.
I have checked on the property after the last few snow storms and have verified that the contractor has been using very little ice melter.
A few things to note about snow and ice removal at Willy East:
Our staff are not responsible for all of the snow and ice removal at the site. We hire a snow plowing/ shoveling service to deal with snow and ice during off hours and sometimes during open hours, with ongoing snow events. Part of their responsibility is to apply ice melter on the parking lot and sidewalks.
Ice melter is applied by this service to improve access to the parking lot and store for customers, vendors and staff, to eliminate slip and fall injuries to customers, vendors and staff, as well as preventing liability issues for their business and ours.
The snow removal service has been instructed that we do not want them to use a heavy-handed application of ice melter and we have been informed by the owner of the company that their route leaders have attended and have been certified through the City of Madison Winter Salt Certification training.
https://www.cityofmadison.com/live-work/sustainability/winter-salt-certification
The snow removal service is also aware of our desire to have “alternative” removal methods being used (such as hand shoveling and hand scraping of ice) over heavy or unnecessary application of ice melter. -Jim Jirous, Facilities Director
Zapp’s
Q: I feel like the Co-op brand represents products that are healthy and good for you and the planet. That's why it surprised me when I saw this label on the back of the Zapp's chip bag. NOT FOR SALE IN CALIFORNIA. When I investigated further it turns out this product, although delicious, may have a manufacturing byproduct that is known by the state of California to cause cancer. I would ask that the Co-op discontinue products that are know to be cancerous. I understand this may be a large ask. An alternative would be to clearly mark these products with a shelf label of some kind letting members know they may be purchasing harmful products. Perhaps the state of California with a no icon over the top.
A: Thanks for writing! Your comment led me to do some research regarding the warning that you noticed on the bag of Zapp's potato chips.
Proposition 65 in the State of California requires food manufacturers to include a warning if the product exposes consumers to chemicals that cause cancer, birth defects or other reproductive harm. The specific chemical in question in potato chips and some other cooked foods is Acrylamide, which is a chemical that naturally occurs when a plant based food is cooked at a high temperature —it's a byproduct of the Maillard, or browning effect. The same thing that turns toast brown, or turns potato chips or fries golden brown. So this is not specific to any brand of chips, it's all of them.
Since this warning is only required in the State of California, we rarely see it here in Wisconsin.
Here is an interesting article that I found about Proposition 65 and its ramifications for food products like potato chips and french fries.
I hope this is helpful information. I'm glad you asked about it. I learned a lot by doing this research! Best, Megan Minnick, Purchasing Director