According to CC, they did an investigation and concluded that it was an isolated incident. They claim a dog food bag blew off the assembly line and ended up on on the cat food line. ........
Here is the reply I got:
RE: Inquiry
To: Marjorie
GWard@caninecaviar.com
Hello and Good Morning Marjorie – the investigation is completed and I wanted to share the results.
Store Level – they did not have any inventory of this squ and date.
Distribution Level – did not have any with you date code. But we did open up multiple bags with 2 other date codes and all was status quo.
Inquiries – we did not have any other inquiries or complaints world wide of cat food in a dog food bag.
Mill Level – the date code on the bag shows that yes it was Wild Ocean Cat food. So then went back to the batch reports as the system is fully automated and that showed Wild Ocean Cat. After going through all personal, reviewing records, video, we were finally able to pin point the error. What had happened is one bag was found and if you go to our website and look at a Wild Ocean Dog and a Wild Ocean Cat on the front are similar (this is changing as our grain free dog and classic dog will be a full front picture bleed and the cat will remain ½ picture on the front package so it is easier for everyone from manufacture, distribution, retail, to end consumer as we already started this in Oct of 2013 and should be on the market July of 2014) but one single bag was found and mill employee looked at the front and did not read but looked and placed the one empty bag on the pile of bags that were running or in production thinking it blew off the pile and not knowing it was a dog bag and cat bags were running so 100% completely accidental as the employee thought he was doing a good job picking up a bag and placing it back where he thought it belonged. Just so you understand the system is an man / forklift puts the empty bags in a certain spot, then the automated arm pics up one bag at a time, machine fills the bag, machine seals the bag, robotic arm pics up the bag and machine palletizes and wraps the pallet.
So end result is human error that we completely apologize for and have no problem replacing that 4.4 lb bag, but the error was a single empty bag was placed accidently in the wrong pile.
Moving forward correcting this problem that a SOP was written that any empty bag found just goes to the recycle bin and not to be filled. Then with our packaging change in a couple of months will also make it even easier to decipher between the different lines.
Marjorie, again our deepest apologies for this accidental single incident . Again if you would like a replacement bag we will just need to know which flavor same or different and address to mail it to as we use UPS ground.
I do want to thank you for your patience to let us do our due diligence and complete a full investigation.
Have a good day and thank you.
Sincerely,
Gary Ward
Canine Caviar Pet Foods, Inc.
4131 Tigris Way
Riverside, CA 92503
Office 714-223-1800 ext 103
Fax 714-223-1801
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