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when we opened a new box of the drinks my husband pulled the top pouch out, it was sticky and immediately started leaking everywhere… he went to drain it in the sink and felt something LARGE inside the pouch… that’s when he got out a kitchen knife and sliced it open as he was yelling for me to get the camera and document it!
It seems that Melissa informed Kraft about the incident and some sort of dispute ensued, leading her to start posting disgruntled comments on the wall of Kraft’s page, which went largely ignored. However, things changed dramatically at 11:13am EDT on Thursday, when Kraft’s page became flooded with comments about the issue (including the video above):
Kraft, who view their page as “a fun, family-friendly community where fans of Kraft Foods products and recipes can join the conversation”, posted a response on their wall at 6:06pm EDT Thursday, almost seven hours after the incident began, and, at the time of writing, appear to have done little since to address the concerns of their customers. Meanwhile their page is a maelstrom of negative comments, visible to their almost 300,000 strong fan-base and to the world at large.
Kraft clearly have a crisis on their hands, and we know from painful experience it’s not nice to be second guessed in situations like these. They’re obviously right not to react in the way Nestlé did, and although there are a few lone voices on the page coming to their defence, we trust Kraft are focusing on establishing a human and apologetic position of their own. This could take the form of a status update with a link to their latest response, so it’s there for all to see at the top of their page, and them responding individually to customers as comments are posted.
Brands of all stripes should take heed, realise that their Facebook pages and other social media presences are not just marketing channels and make sure they’re prepared for situations like these.
While well received, it soon got lost in the flood of wall comments from concerned consumers (probably not helped by the Consumerist picking up the story).
However, at around 7pm EDT on Friday, Kraft created a new Capri Sun tab on their page with a much more comprehensive response, along with an update to their profile picture with a bright pink box drawing attention to the new tab (although it’s worth noting that Kraft have chosen not to use a status update to draw attention to the tab). It does seem to be appreciated by some of the people on the page:
It’s going to be interesting to see how this develops from here…
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Melissa actually contacted them on Memorial Day – it took 10 days for them to issue a public response. That's part of the problem here and why so many people are upset. She's been talking about this since then.
We contacted Melissa when finding out about her issue as it's right up our alley as a consumer-complaint website that seeks resolution. She went to media outlets but never got a response, which I find interesting.
Kraft's response that it's “unpleasant but not a safety issue,” is concerning to many families. Mold CAN be dangerous. Melissa's still waiting on her independent lab results.
Look its gross bottom line the fact that Kraft even suggests is can grown inside due to a leak is all the more reason they need to have CLEAR pouches~! OMG kraft, we are not sheep any more now that we have the internet and can alert others to look for issues YOU IGNORED her for 10 days? UGH.. you outta be ashamed!
Melissa Wiegand Brown
HI GUYS, I AM MELISSA WIEGAND BROWN. PLEASE FOLLOW MY NEW FB PAGE. LOOK ME UP UNDER “CRANKY ONAMISSION” ON FB. I WILL START ADDING PEOPLE TOMORROW. THIS IS MY COPY AND PASTE OF WHAT I HAD TO SAY TODAY DIRECT FROM MY FB PAGE.
Melissa Wiegand Brown I have never once said in any forum on facebook or anywhere else, including on my picture posts that I was suing, so get your facts straight!!!! My husband and I have concerns for children, and not just ours. I thank all of you who support me!!!!! We have asked Kraft to recall the lot of juice that matched ours and …they hace declined to do so 3 times now. The place where the juice was purchased immediately pulled matching lots off of all of their stores shelves…. I am concerned that the store was so concerned for its customers, but Kraft is not. Is it really such a big deal to ease consumers minds by issuing a recall???? People are posting things out here that are not true!!!! See More Top of Form 1 59 minutes ago · Comment ·LikeUnlike · Flag Ashley Taylor, Rebekah Newsome, Ashley Fitzpatrick and 14 others like this.  Melissa Wiegand Brown WE HAVE NEVER SAID ANYTHING BAD ABOUT KRAFT. WE WANT PEOPLE AWARE THAT THERE COULD BE MOLD IN YOUR CHILDRENS JUICES!!!! I AM STEPPING UP AND DOING THE RIGHT THING BY MAKING PEOPLE AWARE!!! I THINK KRAFT SHOULD SWITCH TO CLEAR POUCHES, SUCH AS YOU CAN FIND MADE BY MINUTE MAID, AND MY SECOND CONCERN IS THAT MOLD JUST DOESN'T SPAWN OUT OF THE BLUE… See More. THERE HAD TO HAVE BEEN A MOLD SPORE THAT GOT INTO THE POUCH, MOST LIKELY DURING PROCESSING WHEN THE POUCH WAS PUNCTURED, WHICH KRAFT HAS ADMITTED TO THAT THIS HAPPENS. IS THEIR MACHINERY CLEAN AND SAFE???? MOLD DOESN'T APPEAR OUT OF THE BLUE. MY CONCERN AT THIS POINT IS THAT WE SUSPECT THAT A MOLD SPORE WAS MOST LIKELY ON THE MACHINERY THAT PUNCTURED THE JUICE POUCH AND THAT'S HOW THIS GOT STARTED. AND NEED I REMIND EVERYONE THAT WE ARE HAVING AN INDEPENDENT LAB DO DNA ANALYSIS. KRAFTS LAB IS THE ONE STATING THAT IT IS MOLD. THE JURY IS STILL OUT FOR MY FAMILY. ONCE AGAIN I AM GOING TO ASK THAT KRAFT ISSUE A RECALL FOR CONCERNED CITIZENS. WE MEAN NO MALICIOUS HARM OR INTENT OR TO SCARE THE PUBLIC. I COULD NOT GET A COMMENT ON WHAT TYPE OF MOLD THAT KRAFT FOUND FROM THE SAMPLE THAT WE VOLUNTARILY GAVE TO THEM…. WE HAVE BEEN IN COMMUNICATION WITH KRAFT DIRECTLY. WE ARE COOPERATING WITH THEM. ALONG WITH THE SPECIMEN WE GAVE THEM, WHICH WAS APPROXIMATELY 1/3 OF THE “THING” IN MY DAUGHTERS JUICE, WE ALSO GAVE THEM THE BOX IT WAS PACKED IN SO THAT THEY WOULD HAVE LOT NUMBERS IN HOPES OF A RECALL. PLEASE NOTE THAT THIS BOX OF APPLE SPLASH 100% JUICE SAT IN OUR AIR CONDITIONED HOME AFTER IT WAS PURCHASED. THE BOX WAS NOT WET, THERE WAS NO LEAKING JUICE IN THE PANTRY, IT WAS ONLY UPON OPENING THE BOX OF JUICE AND PULLING OUT THE TOP POUCH THAT MY HUSBAND FELT THE STICKY POUCH. WHAT WAS A SMALL HOLE IMMEDIATELY BECAME LARGER FROM THE PRESSURE OF PICKING IT UP, ASSUMABLY BECAUSE OF FERMENTING GASES INSIDE THE BLOATED PACKAGE. IT IMMEDIATELY STARTED GUSHING ON THE COUNTERTOP AND FLOOR. MY HUSBAND RUSHED IT TO THE SINK TO SIMPLY EMPTY IT AND THROW IT IN THE TRASH. IT WAS THEN THAT WE NOTICED A FERMENTED ALCOHOL SMELL THAT QUICKLY CONSUMED OUR ENTIRE DOWNSTAIRS OF OUR HOME. AFTER THE POUCH WAS DRAINED MY HUSBAND NOTICED IT STILL FELT HEAVY, SO HE FELT OF IT AND FELT A LARGE SOLID OBJECT INSIDE. HE YELLED FOR ME TO GRAB THE CAMERA AND TAKE PICTURES AS HE SLICED OPEN THE POUCH WITH ONE OF OUR KITCHENAID KNIVES. WE WERE IMMEDIATELY IN SHOCK AND AWE AS TO WHAT WAS INSIDE. PLEASE LOOK AT MY PUBLIC PHOTO ALBUM FOR THE PICTURES. THE ALBUM IS ENTITLED CAPRI SUN. WE ARE WAITING FOR DNA LAB RESULTS, WHICH TAKE TIME. I ASK THAT EVERYONE PLEASE BE PATIENT ON WAITING FOR US TO GET THE RESULTS BACK. MY MESSAGE IS THAT THERE ARE PROBABLY THINGS KRAFT CAN BE DOING TO KEEP THIS FROM HAPPENING AGAIN. ALSO THEY DECLINED TO COMMENT TO ME, PERSONALLY, ON HOW MANY OF THESE REPORTS THEY HAVE. I AM SIMPLY NOT SATISFIED AT THIS POINT WITH KRAFTS RESPONSE. WE ARE NOT BOYCOTTING KRAFT, WE'RE NOT SUING KRAFT…. WE'RE A HUMBLE MILITARY FAMILY OUT FOR CHILDREN'S SAFETY AWARENESS! IN FACT, FOR DINNER LAST NIGHT MY DAUGHTER, WHO IS 4.5, ATE KRAFT MACARONI AND CHEESE…. HER FAVORITE Bottom of Form 1
Melissa Wiegand Brown SINCE KRAFT HAS BLOCKED ME CAN YOU GUYS ADVOCATE FOR ME PLEASE???? THE FACTS ARE WE ARE NOT SUING KRAFT. WE FED BETH KRAFT MAC N CHEESE FOR DINNER LAST NIGHT. WE DID NOT TAMPER WITH THE PACKAGING. KRAFT SAYS MOLD HAPPENS AND THEIR POUCHES GET PUNCTURED. AGAIN I ASKED THEM FOR THE 5TH TIME FOR A RECALL. THEY WILL …NOT COMMENT ON THE TYPE OF MOLD AND THEY WILL NOT COMMENT ON THE AMOUNT OF CLAIMS LIKE OURS. See More Top of Form 1 17 minutes ago Friends of Friends · Comment ·LikeUnlike  Melissa Wiegand Brown I AM SO CONCERNED THAT A COMPANY WHO DOES SO MUCH BUSINESS WOULDN'T AUTOMATICALLY ISSUE A RECALL ON THE DAY AFTER LABOR DAY WHEN WE SPOKE DIRECTLY TO KRAFT OFFICIALS. IF SOMEONE FINDS A FOREIGN OBJECT IN A PRODUCT, ESPECIALLY FOOD, SHOULDN'T IT BE A COMPANIES MORAL OBLIGATION TO ITS CONSUMERS TO ISSUE AN IMMEDIATE RECALL OUT OF GENERAL CONCERN… See More????? INSTEAD THEY WAIT AND WAIT UNTIL THEY SAY THAT KRAFTS LAB SAYS ITS MOLD. LARRY AT KRAFT AGREED WITH ME THAT THE MOLD WAS UNACCEPTABLE. I HAVE HIS WORK AND HOME NUMBER. ANYONE WANT TO ASK LARRY SOME QUESTIONS????? I WOULD PERSONALLY LIKE TO SEE A RECALL… THEY HAVE THE NECESSARY INFO THAT WE VOLUNTARILY GAVE TO THEM… VIA THE SPECIMEN AND THE BOX THE JUICE WAS IN… AND SEE THEM TAKE A CLOSER LOOK AT THEIR PACKAGING PLANTS AND THE CLEANLINESS OF THE MACHINERY, AND I SUGGESTED TO LARRY THAT THEY SWITCH TO CLEAR POUCHES LIKE MINUTE MAID MAKES. LARRY SAID HE'D NOTE THAT. LET ME STATE AGAIN THAT THE PACKAGE WAS BOUGHT IN A BULK PACK AT BJ'S WHOLESALE. FOUR FLAVORS, 10 IN EACH BOX. EACH OF THE FOUR FLAVORS BOXES ARE SEALED WITH WHAT LOOKS LIKE GLUE… GENERALLY HARD TO OPEN… THEN THOSE FOUR ARE BUNDLED TOGETHER AND SHRINK-WRAPPED WITH CAPRI SUN LOGO PACKAGING AND ARE SHIPPED OFF TO COSTCOS, SAMS CLUBS, BJ'S WHOLESALE CLUBS, AND OTHER WHOLESALE/BULK SHOPPING STORES. I KNOW MY PERSONAL FRIENDS KNOW WHO WE ARE AND THAT THIS IS NO JOKE. BUT PEOPLE ARE SAYING THAT I HAVE STATED I AM SUING. PEOPLE HAVE SAID THAT MY DNA LAB RESULTS ARE IN AND THAT THEY SAY THAT THE FINDINGS WERE MOLD…. COMPLETELY FALSE!!!!! WE ARE LOOKING AT AT LEAST A COUPLE OF WEEKS HERE BEFORE RESULTS ARE IN! ALSO, SOMEONE SAID THAT SHE LOOKED AT MY PICTURES AND SAID “OF COURSE IT'S MOLD IT WAS SMEARED ALL OVER THE JUICE POUCH”…. HOW FUNNY IS THAT COMMENT???? PLEASE FEEL FREE TO COPY AND PASTE THIS TO THEIR FB PAGE SINCE I CANNOT. AGAIN, WE ARE A HUMBLE MILITARY FAMILY. WE HAVE NO ATTORNEY. WE HOPE THAT INDEPENDENT DNA RESULTS SHOW THAT THE OBJECT IS INDEED MOLD OR FRUIT. WE ARE DISAPPOINTED THAT THERE IS STILL NO RECALL. I THINK THAT'S JUST BAD BUSINESS. WE ARE NOT BOYCOTTING KRAFT, WE ARE NOT SUING KRAFT, WE STILL BUY KRAFT PRODUCTS. OUR DAUGHTER ATE KRAFT MAC N CHEESE FOR DINNER LAST NIGHT. I THINK THIS IS A RED FLAG AND ALL COMPANIES SHOULD CHECK AND DOUBLE CHECK THE CLEANLINESS OF THEIR PLANTS, MACHINERY, LOOK AT WAYS THAT THEY CAN MAKE THEIR PRODUCTS SAFER, AND USE THIS EXPERIENCE TO MAKE KRAFT CUSTOMERS CUSTOMERS FOR LIFE AND NOT ALIENATE THEM. Bottom of Form 1
Pam
It should be noted that this product was manufactured in China, according to one of the photos you posted.
Melissawiegandbrown
thanks for pointing that out!!!! kraft has posted that only their apples are coming from china, which is confusing to us…. in our local walmart yesterday, where it appeared that they were sold out of all kids juices EXCEPT for capri sun, the box clearly stated “PRODUCT OF CHINA”.
Lynette1977
FYI, She's not the only one. This woman also found the same material in hers:
Eek. Melissa, honey, stop using all caps. It's hard to read.
Stacy1427
melissa i am soo sorry your family is going through all this and Kraft isn't taking the proper precautions! Sounds like they are more worried about saving there image than saving lives!! They are only going to hurt themselves because now that people know they aren't too concerned about this matter and taking precautions with their machinery, recalling, etc… why would us mothers buy these juices for our children??? I know me personally WILL NOT buy these juices anymore after seeing this and reading all of the info. And seeing as this has happened twice and still not going to recall I WILL NOT chance my son getting sick from there tainted juices!! GOODLUCK and keep on them!!!
ProudMomma
I just bought 4 boxes of capri sun yesterday and none of mine say made in china on them. by law if something that goes into the juice did however come from china (or anywhere over seas for that fact) they have to print made in china on them. there are a lot of their drinks not just the apple juice that has apple in it.
http://profiles.yahoo.com/u/TQJOT4ZJTT2ZFOCF2HB6ZGUTBQ Dan
so are you then led to believe that your juice came from the U.S if there is no label on it
Is Capri Sun made in China? No. Every Capri Sun that is sold in the United States is produced in the United States. U.S. labeling laws require that we reference the country of origin (in this case China) on the package when apple juice concentrate is sourced from there. We source as much of this ingredient as we can from the United States, but there's not enough available here to meet our needs. Please be assured that regardless of origin, all ingredients we use in Kraft Foods products comply with our rigorous food safety standards, which meet, and in many cases exceed, the government's requirements.
http://profiles.yahoo.com/u/TQJOT4ZJTT2ZFOCF2HB6ZGUTBQ Dan
I have tried to get on the facebook page but it will not let me,did facebook suspend your page?i would like to know what your tests show it to be
Heather
Kraft will probably find the lab she used and pay them off to say it's nothing major. They've got the money for sure…
http://www.facebook.com/people/Megan-Wilson-Reeves/1180155440 Megan Wilson Reeves
when will you have results so we can know what it is? I mean youve gotten people in an uproar, and no results. Any Idea when? Also I cant find your Cranky Onamission facebook page. Could you possibly post a direct link?
CaseyJane
I also cannot get your FB account. I check your album everyday, though, waiting for an update and have been sharing this on every site I am on. =)
Presouz
I cant see any updates either will anyone who can see her fb page please copy and paste any results from the indpendant lab she had run tests.. love to hear this to the end.. thanks much
annoyed
crank got reported to FB prob due to her attacking people for having a difference of opinion. FB removed it from their site. they need to do the same to the rest of her pages.
windingdown
Hello Proud Momma, Im not sure who you are talking about on your post here. The women it happen to or the one who posted the video on youtube.com
Thanks..
CaseyJane
It seems Melissa and all of the pages supporting her have been banned from Face Book. What the hell?
WindingDown
WE are here for you Melissa!!!!! KEEP US updated, please, thanks! Windingdown
WindingDown
I think we all need to reply to her posts to get an update!
http://mghus.com/blog/2010/06/24/the-art-of-kraft-ing-a-social-media-response/ THE ART OF KRAFT-ING A SOCIAL MEDIA RESPONSE | The MGH Modern Marketing Blog
[...] the subsequent outrage seems to be coming from what many have deemed a slow response. According to one blogger, there was a seven-hour lag between when this incident hit Kraft’s page, and Kraft’s response. [...]
http://www.vocanic.com/?p=1516 Vocanic » THE ART OF KRAFT-ING A SOCIAL MEDIA RESPONSE
[...] the subsequent outrage seems to be coming from what many have deemed a slow response. According to one blogger, there was a seven-hour lag between when this incident hit Kraft’s page, and Kraft’s response. [...]
Proudmomma
Since it said in reply to Melissa I guess that's who I was replying to since she has had something to say about it all this time.
Grub
Hi Melissa,
Just this morning I found something very similar in a jar of Taco Bell Thick & Chunky Salsa. What ever came of your situation?
Grub
After checking the label, I noticed it is also a Kraft product.
Windingdown
Hello lady, I HOPE ALL IS WELL! We are all waiting for YOUR lab results!! any news? thanks so much
http://www.moldremoval.org Mold Removal Hialeah
Great site.thanks.
http://www.moldremovaldir.com Mold in Homes
It is really very good post, but I do not see everything completely clear, especially for someone not involved in that topic.
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