What would you have done (long)

This post is a perfect example of how this forum can hurt a business. I'm all for asking for opinions on how to handle a situation- but it could have been done without naming the vendor.

Not to sound too Negative Nancy or anything, but in general (not in this specific case, as it appears to be quite messy and questionable at best) naming names has to come part and parcel with discussion of local food. It's an unfortunate side effect of criticism in any industry that the business in question may be hurt by it, but that's part of the risk you take when you get in to an industry where your business lives on it's reputation. Also, in the absence of names, when problems are presented, the first thing people start to do is trying to guess and figure out who it was... then they get absolutely certain they've figured it out, and the wrong party gets the blame. Naming the establishment avoids misplaced blame and preserves innocent parties.

That said, this does appear to be more of a personal issue, with some truth to problems in the product as evidenced by others experiences. Names could have been left out of it if the OP was really more concerned with how to handle the situation than with telling the community how "horrible" she was treated by Ed (which I'm not saying happened, just that's the account which was put forward).

Lastly and just as important, other potential customers do not want to hear about any type of moldy products in a food service store know matter who is at fault. If it was my store, I would have swept the situation under the rug and not told anyone rather than having ANYONE picturing anything moldy in my establishment. That is just not a good image in my opinion and nothing good can come from it.

Wow Brian. That is really not a good stance.

Your customers will blame YOU for selling them a bad product. Sweeping it under the rug is NEVER (let me said it again NEVER) a good / smart business decision.

I guess the next time there is a defect with a product the maker should sweep it under the rug. Let's all blast GE for the recent dishwasher recall. We wouldn't want them letting anyone know they might have a product in their homes that can cause a fire, much less doing anything about it. How would that make GE look? It's a locally made product that employees people in Louisville! We must protect them!

If you buy a dishwasher that causes a fire in your home, whatever you do don't tell anyone!! Keep it to yourself. We can't have that kind of info getting out. Especially if you feel that GE treats you badly when you call to ask them about your burned up kitchen.

The nerve!

(The situations are the same, it's just a matter of scale.)

(p.s. Don't tell Aaron that I did not quote your entire post.)

As I said in my response in that thread, it was about the edit altering the context.

I don't see why you needed to make this comment here, in a completely unrelated thread. It is completely uncalled for.

In this specific situation the Fish Market was not going to carry the product anymore, had removed the bad product and taken care of the ONE complaint. The problem was solved and it would have been best to let it go instead of talking about MOLD in the establishment. That is not good PR. With PR you do not want to create any negative image of your business.

Applying "sweep it under the rug" to any problem is taking what I said out of context.

on the contrary- if i owned a business and had been distributing a product that was less than satisfactory, i would want to ensure that my customers knew that the transgressions were not on my end, and that i was doing everything i could to rectify the situation.

Then you don't know much about business. Sure address each problem with each customer and make them happy but you don't publicize a problem like this unless you must to protect peoples health. Obviously it wasn't the intent of the post to "warn" the customers of her business.

Actually Brian, YOU are the one displaying a lack of understanding of business here. A well run organization recognizes, fixes and is open and honest about problems.

In fact, there are laws in place to make sure companies are open and honest about problems. If Luna or the store knowingly covered up and continued to sell moldy product, and it were to cause someone to get sick....

Does the term lawsuit mean anything?

Actually Brian, YOU are the one displaying a lack of understanding of business here. A well run organization recognizes, fixes and is open and honest about problems

No, YOU don't seem to be able to read my posts or look at the situation. The problem was fixed (one complaint and no more product being sold).

In THIS situation there was no sense in bringing more attention to the problem and negative PR.

That is my opinion backed up by owning a restaurant business and an advanced degree in marketing.

A well run organization recognizes, fixes and is open and honest about problems

And that does not include an obligation to posting in a forum and bringing up a problem that only has the possibility to bringing a negative public perception or publicity.

(p.s. Don't tell Aaron that I did not quote your entire post.)

As I said in my response in that thread, it was about the edit altering the context.

I don't see why you needed to make this comment here, in a completely unrelated thread. It is completely uncalled for.

wow, that's exactly how I felt about all of your posts to me in that thread. How . . . ironic.

[Robin Garr]

I don't see why you needed to make this comment here, in a completely unrelated thread. It is completely uncalled for.

wow, that's exactly how I felt about all of your posts to me in that thread. How . . . ironic.

C'mon, guys. Get a room! Oops, wrong quote. Take it to E-mail ... or something.

Actually Brian, YOU are the one displaying a lack of understanding of business here. A well run organization recognizes, fixes and is open and honest about problems

No, YOU don't seem to be able to read my posts or look at the situation. The problem was fixed (one complaint and no more product being sold).

In THIS situation there was no sense in bringing more attention to the problem and negative PR.

That is my opinion backed up by owning a restaurant business and an advanced degree in marketing.

Well actually, there is apparently a lot more than one problem. Many people report problems. Refusing to do business with someone because they point out a defect in your product is not a solution, at least not a good one.

Personally, I think the person from Luna spoke his position very clearly and stands behind his product 100%, which is the right way to handle it. He does not deny the problem, or refuse to fix it. He has every right to refuse to do business with her provided she acted as he claims. Just as she has a right to expect a sellable product or a refund without being verbally assaulted.

Luna may need to work a little closer with their retailers to make sure their product is handled in the appropriate manner to avoid mold issues. THAT would be a workable solution.

Well put it on the table and let's measure

Oh, see u edited your post

Oh, see u edited your post

Yeah, I did, sorry. I wasn't sure it would be taken with the humor I intended.

Glad to see it was!

I spent all day yesterday avoiding joining in on this thread. As a friend and former employee of Luna Mercato, I find it hard to be unbiased. So I won't pretend to know the details of either side of the issue with Michele and Highland Fish Market. I think it is quite unfortunate on both sides that it has gone this far. Harsh words have been spoken that maybe should have been avoided. I would like to speak on behalf of Luna Mercato and Ed and Jennifer Vaughn. They have personally produced their products since the companys conception. They take pride in their products. Each recipe has been researched on several levels, including the proper shelf-life for a spread. I have never seen a spread in date in the cooler at Luna with mold on it. Ideally you would not encounter that in a retail store either. However, transporting and then storing the product can take it out of its safety zone. I've made deliveries for them before. I've seen someone check the product in and then leave it in a box on a counter for a period of time. I've also seen store personnel take the product directly to the cooler and double check the temperature. There are some stores with open front coolers that I am certain are not the proper temperature, but the store personnel refused to place our product elsewhere. I'm not saying any of these are the case with the product molded at Highland Fish Market. It could have been any number of things, the fault of Luna or the fault of Highland Fish Market. However, I have never known the Vaughns not to stand behind their product 100%. They have put their lives into this business for 5+ years. They are meticulous with every aspect of production. I have learned not only a great deal about food from these people, but also about life. If their business does close, it will be sorely missed by all who have ever had the pleasure of tasting their product.

Okay, I'm not in the food business. I love eating out. I just finished reading this mess. The first entry involves Michele saying she had an experience with a food vendor that she feels bad about and wants opinions. She starts describing the situation. It was from her viewpoint, naturally. She seemed to me to be apologizing for almost everything but breathing. Then 4 or 5 responses were supportive and then the second party to the situation wrote in his view of the "situation". In this message he calls her rude more than once, he implies she did not take care of a perishable foodstuff which might imply she lacks the knowledge to do so, he calls her difficult, and caps it off by inferring she is a liar. Sorry, guys, but when you say someone did not do something she said she did then she's either mistaken or lying. I did not get the impression that Ed meant Michele was mistaken. After this, the tone changed and the next message Michele writes (I think and that's something I never apologize for!), I think it was her next one, she trustingly blurts out a negative statement about Ed's business. Hmm, surely a bad move there. Her trust seemed to have grown as she was supported initially. In the beginning supportive messages, one said that she was not the only person the
"mold situation" had happened to and named 3 other places. After Ed's message a strange thing happened, tho. Folks started taking sides. Gee, that's normal and expected. But some sounded apologetic for speaking their (all) valid opinions. Now, here are my questions. Is it true as said many times on other threads, that forumites are free to speak their opinions and perceptions without fear of being "flamed" when others see it differently?? Robin, I must apologize if I offend you, but I'm asking the other forumites this question since we all should know by now your position on this subject.
Ed flamed Michele big time, i.e. difficult, rude, a badgerer, and an implied liar. Michele then flamed Ed re: a possible closing. Then others called Michele's actions "unprofessional". As a Professional, I consider it flaming to be called unprofessional. Number two, is it all right to name restaurants involved when you write about bad experiences there? Does that apply to suppliers to the restaurants, etc?? I guess I need to ask Robin this one. It's a new area to me.
Ed, you sound like an admired craftsman and very well-liked. Amy, I admire your loyalty and willingness to say so. Michele, I am sorry you have had such a negative experience and know you are, indeed, a Professional. Good nite friends and forumites, we drove ten hours today and night. I'm going to beddie bye now.