Our Recall System

Should the Wedge encounter a problem with product that has already been stocked and sold to customers, we have a system for recalling the product.

The issue could come to our attention from either investigating a customer complaint or from the source of the product itself. Should the Wedge learn about the problem from one of its distributors, brokers, or producers, we would hear about it by telephone, email or snail mail. If the communiqué is written, copies are made for the Department Manager(s) effected by the recall. If the communiqué comes to us during the complaint procedure process, all the necessary information is already documented for future use. If the communiqué comes via telephone, all the pertinent info is recorded, and the necessary number of copies are made. In any of these scenarios, the product recall immediately becomes a red-alert priority and as much staff is dedicated to solve the problem as soon as possible.

The Department Manager(s) then use the tracking numbers/dates/etc to determine if compromised product is still in Wedge backstock, in the store, or Co-op Partners Warehouse. Next, we determine if any tainted product has been stocked. If product has already been put up for sale, the display is pulled or the bins/shelves emptied (and cleaned), and the product, along with any backstock, is quarantined.

To determine if compromised product has left the store, the Wedge can use its Point of Sale Software to track the product's sales on days when the lot(s) in question were stocked out. If the product is tracked to members (we can determine if certain members have bought a given product), the Wedge has the ability to contact members asking them to bring the product or receipt back for a refund if they so desire. However, the Point of Sale system can only tell us if compromised product has been sold to non-members generally. In this case, the Wedge will post signs at customer service alerting customers to the problem, asking them to bring back the product or the receipt for a refund.

All compromised product gathered from the recall is dealt with according to the product recall protocol and the wishes of the distributor/broker/producer. It is never resold in the store.