Veggie Grill doesn’t get it. Or sadly and more precisely, they do get it but have no shame. They are a disgraceful, pathetic company, and here’s why.
I have had to fight a one-man fight to get them to stop misleading their customers. It has been ugly and they have refused to publicly acknowledge what they’ve done, but in a classic “actions speak louder than words” way they’ve — kicking and screaming — made the changes I demanded, EXCEPT for my demand that they explain to their customers what happened. Their latest stealth move — and they are all stealth moves because there has not been one public statement on the matter in the last two months — was to alter their regular menu yesterday in a way that will shock you.
Did you spot the difference? Sneaky, right? Does this look like they’re moving in a positive direction to a more open form of communication between a company and its customers? I think not. Because instead of simply removing the misleading statement that “Our specially seasoned and marinated proteins, Chickin’ and Veggie-Steak, are made from organic and non-GMO soybeans, wheat and peas” they’re now saying they’re “made from organic or non-GMO soybeans, wheat and peas.” (Emphasis added emphatically.) So what the hell does that mean? It means nothing! Our specially seasoned and marinated proteins, Chickin’ and Veggie-Steak, are made from Academy Award winning or non-GMO soybeans, wheat and peas. That’s just as accurate as what their menu now says. Have you ever seen such disdain toward customers? Such cynicism?
And gardein, the company that makes the Chickin’ and Veggie-Steak for Veggie Grill, isn’t willing to say that these items are made with organic soybeans, wheat and peas. When I asked them earlier this week to confirm the accuracy of Veggie Grill’s February 4th tweet which stated “Gardein says that the soy, wheat and peas used in their product to us is organic & non-GMO” this is how gardein replied:
“Wherever possible”?! Really?! What kind of phrasing is that? That seems like slippery, lawyered wiggle room if ever I heard it! Not only does gardein also use the “or” construction, which Veggie Grill finally adopted yesterday, but they further protect themselves by saying “wherever possible” — a phrase that Veggie Grill has not yet added to their slippery statement, but who knows what tomorrow will bring.
So the question is: why does Veggie Grill insist on throwing around the word “organic”? Did Veggie Grill make a simple mistake here? Did they not understand that gardein very carefully chooses its words since not a single one of the 22 items on the gardein products page lists organic soybeans, organic wheat or organic peas in its ingredients? That’s right, I went through the ingredients lists of all 22 gardein items on their website and the only organic ingredients listed were “organic cane sugar,” “organic ancient grain flour,” “organic beetroot fiber” and “organic rice flour.” That’s it.
But Veggie Grill has been saying on its menus for at least two years that its veggie proteins are “made with soy and wheat that are organic and non-GMO.” Meanwhile, anyone who wanted to could simply take a look at the “Veggie Proteins” page on Veggie Grill’s own website and see a list of ingredients for their Chickin’, Veggie-Steak, and Veggie-Steak burger, which listed no organic soy, wheat or peas, merely organic evaporated cane juice and organic beet root fiber. That is, anyone could take a look at that Veggie Proteins page on their website until yesterday, when it vanished. Now when you click that link, you get this:
But don’t worry, I took a screen shot of the entire page for my original post because I knew Veggie Grill wouldn’t want anyone to see that ingredients page once I drew attention to it (though I have to admit it took them way longer that I thought it would to realize how bad it made them look and remove it).
In my experience, when a company makes a mistake, even a series of huge mistakes as Veggie Grill has done here, they cop to it, apologize to their customers, make things right with everyone, and move on. Not Veggie Grill. They have said nothing in two months. Not a word. Well, not a word unless you count favoriting and retweeting attacks on me and sending a private DM via twitter whenever a prominent critic comes along asking for an explanation. I’m not kidding. Take a look at the response to these two food and public health experts. This is a company bathed in secrecy.
How come those people get an explanation but their loyal everyday customers get NOTHING? And how laughable for Veggie Grill to use the word “confusion” here. I think Veggie Grill is the only one who’s confused. And I’m curious, do you think a word like “confusion” could cover a situation where, let’s say, hypothetically, someone was trying to confuse people?
And for what? Why does Veggie Grill keep insisting on using the word “organic” when describing its chickin’ and steak and burgers? Is Veggie Grill desperate to attach a veneer of health to their enterprise in the same way that Coca-Cola sponsors the Olympics in the hope you will associate the company with fitness and athleticism? Is it all about throwing around the word “organic” in the hope that the customer won’t notice the items that are processed and fried?
Because at this point, it’s not clear why Veggie Grill is doing what it’s doing, since they flat out refuse to say, but one thing that’s clear is that it’s NOT a mistake. Not after changing the menu under pressure, and deciding to keep the word “organic” in there anyway, just in a new even more “confusing” usage. Call it what you want, but at this point in time it is anything but a mistake.
The only mistake Veggie Grill has made is in handling this matter like amateurs, and often like children. And by doing this, I fear they have damaged the prospects of vegan businesses in general. I have taken a lot of heat on this topic from vegans who say this has nothing to do with veganism, and that organic is not our fight so why am I criticizing a vegan business, but aside from the question that has been raised as to if they’ve been misleading people about their organic claims, what else might they have been misleading people about, there is the issue of showing the larger marketplace that a vegan business can conduct itself professionally, and can have what it takes to succeed.
Is this really how you want a vegan business to behave? Should they really get a pass for being vegan? I think just the opposite. And I’m not the only one:
Come on, Veggie Grill, enough is enough. It’s time to give your customers an explanation. You owe them at least that. At least. Get your act together. Finally. Don’t you want to move on? I know that I do.