By Roger Hancock
Most consumers assume their grocery store has a thoughtful plan for food recalls. Many do, but some are better than others. You don’t have to wait for a recall to find out which kind of store you shop at. A short, curious conversation with store management can tell you a lot, and might also prompt them to think harder about how they communicate with customers during recall incidents.
Since an average of 600 food and beverage recalls are issued in the U.S. each year, it’s important for consumers to feel comfortable that their grocery store has a plan to keep them safe. The more consumers know about how their grocery store handles recalls and how they can expect to be communicated with during a recall, the better equipped they will be to stay safe during a recall.
Five key questions to ask
Next time you’re at your favorite grocery store, ask to speak with the store manager or department manager. Come in curious, not confrontational — you’re a regular customer who wants to understand how the store looks out for you. During your conversation with the store manager, these questions will give you a good idea of how they handle recalls and consumer communication:
- Is there someone here who is responsible for managing recalls? Every store should have a designated person or role for overseeing recalls.
- How do you find out when a product you carry has been recalled? You’re looking for a confident, specific answer like “we get notified by our supplier” or “we use a recall management system.”
- How quickly do recalled products get pulled from shelves once you’re notified about the incident? A store with a good process can give you a timeframe.
- How do you let customers know about a recall — especially people who already bought the product? Look for answers that go beyond in-store signage, such as using loyalty programs and posting on their website or social media.
- If I’m signed up for your loyalty program, will I get a direct notification if something I bought gets recalled? The answer should be yes, with a clear explanation of how it works.
A store with a solid recall process will answer these questions without hesitation. The best outcome is a genuine conversation that leaves you better informed and feeling comfortable that your favorite store has reliable processes in place to handle recalls promptly and properly.
Vague answers, deflection, or “I don’t know” aren’t necessarily red flags, but they may indicate gaps in their process. Stores that can’t answer basic recall questions may not have systems to act quickly when something goes wrong. This isn’t necessarily their fault — it could stem from an issue with recall protocol at the corporate level. But if they seem unprepared to handle a product recall, and unable to quickly notify customers when one occurs, you may want to rethink where you shop.
Consumers are part of the process
Retailers are a critical link in the recall communication chain, since they’re usually the ones responsible for keeping contaminated products out of consumers’ hands. Expressing curiosity and looking to be well-informed helps protect you and your family, as well as other shoppers at the store. Consumer pressure is a useful way to drive accountability and improvement at the retail level.
There are also practical steps you can take to make sure recall information reaches you. If your grocery store uses loyalty programs to issue recall alerts, be sure that you’re signed up for these programs. Ensure your contact information remains updated, so you’ll immediately receive the text or email notifications when a recall occurs.
When a recall is announced through your grocery store, government organizations, or the news, the notifications will include product identifiers — such as the batch numbers, lot numbers, and sell by dates. Check the product identifiers on the items you’ve purchased to determine whether these products are part of the recall. Companies are increasingly disseminating recall information and updates via QR codes on product packaging, so it’s worth checking the label to see if this resource is available.
If you’ve purchased recalled items, follow the recalling company’s instructions to dispose of the items or return them to your grocery store for a refund. If you’re unclear about what to do, contact your retailer or the recalling company’s customer support team. Don’t eat a recalled product or serve it to others. Remember: rinsing or cooking contaminated foods won’t make them “safer.” If you’ve consumed a recalled item and feel ill, contact a healthcare professional and explain what you ate and the symptoms you’re experiencing. They’ll provide guidance about next steps.
Why this conversation matters
You don’t have to be an activist to push for better food safety. Engaged customers asking reasonable questions can go a long way in keeping the community safer and more informed. The conversation you have with your store manager isn’t just for your own peace of mind — it signals to the store that customers are paying attention and expect accountability. The food safety system works better when consumers are paying attention, and that starts with knowing what to ask.
About the author: Roger Hancock is CEO of Recall InfoLink, a company with experience that spans the retail, tech, data, regulatory, and supply chain. Recall InfoLink’s solutions drive immediate action, streamline the recall process, and simplify compliance. Roger is also a steering committee member of the Alliance for Recall Ready Communities.
