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A Different Kind of Downsizing

Christian M. wrote to us recently about a different kind of downsizing. It seems he purchased a canister of Lysol Disinfecting Wipes and noticed that it had been downsized.

*MOUSE PRINT:

Lysol wipes

Both canisters have 80 sheets, but the net weight dropped two full ounces from 19.7 oz. to 17.7 oz.

Did they make each sheet smaller? A consumer can’t tell because unlike a package of paper towels, the dimensions of each sheet aren’t disclosed on the label. Or, did they put less Lysol disinfectant in the package? Who can tell?

Our consumer took pictures of the old and new wipes.

lysol wipes side by side

The old sheet, on top, is made of solid material, while the new sheet, which is slightly larger, appears to have a waffle weave, with pockets that are almost see-through.

We wrote to the PR folks at RB (formerly known as Reckitt Benckiser) asking what was reduced — the amount of disinfectant, the weight of the wipes when dry, or both. Their spokesperson replied in part:

…the total weight of our Lysol Disinfecting Wipes product has been reduced due to recent innovation with the wipes themselves, while still providing the same cleaning power and unbeatable disinfection, killing 99.9% of viruses and bacteria.

In 2017, Lysol launched a new non-woven substrate, scientifically redesigned in cooperation with consumers, highlighting a ‘peaks and valleys’ pattern. The ratio of liquid and non-woven have been optimized to guarantee sufficient wetness for a precise cleaning and disinfection, while providing the benefit of “trapping and lifting messes”.

So, maybe it was a combination of less liquid and thinner sheets, but who knows.

As an aside, it does seem odd that this product category has net weight statements seemingly based on solid weight (wipes plus liquid combined). RB says the way they declare the contents is consistent with federal rules which do not require sheet size for this type of product.

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RXBARs: Simple Ingredients, Simply Incomplete Ingredients List

Our friends at TruthinAdvertising.org discovered an interesting fine print issue that we want to share with you.

There are many “health” bars on the market that frankly look like glorified candy bars except they are made with healthier ingredients. On such product is called RXBAR:

RXBAR

They came up with a brilliant marketing gimmick to put a big and bold ingredients list on the front of each package to convey its contents. Their slogan is, “We tell you what’s on the inside on the outside.”

Shoppers may well grab this bar or one of the other varieties thinking that the four or five ingredients shown are the sum total of the contents.

*MOUSE PRINT:

The ingredients panel on the back of the package lists all the ingredients in the actual order of predominance:

Dates, Peanuts, Egg Whites, Natural Flavor, Sea Salt.

While the number of missing ingredients was minor for this flavor, the other bars that the company sells can have up to nine total ingredients while only four are shown on the front.

rxbar varieties

Even their television ad seems to acknowledge that prospective purchasers could be misled by the ingredients list on the face of the package because they inconspicuously make the following disclosure at the end of the commercial:

*MOUSE PRINT:

disclaimer

A company spokesperson told TruthinAdvertising:

“We do not claim that the front of the packaging represents all ingredients in the product.”

What do you think? Are the RXBAR packages potentially misleading?

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The Case of the Missing Pasta Sauce

Irene D. recently wrote to Mouse Print* complaining about being shortchanged at her local Olive Garden in Framingham, Massachusetts.

A fan of their pasta sauces, she ordered four pints to go of two different types as shown in their menu:

Olive garden sauces

When Irene got home, she got a shock when she opened the bowls:

*MOUSE PRINT:

Olive Garden actually sauces

The bowls were filled less than halfway! To see how much sauce she actually got, our consumer poured the contents of one bowl into a 16 ounce container:

Olive sauce in a pint container

It looks like Irene got only five or so ounces instead of a full pint. Paying close to $25 for not much sauce, she contacted the customer service folks at Olive Garden. Guest relations at the company apologized, asked for more details, and promised to make it right. They then followed up with this:

It looks as if you were provided the dipping sauce portions instead of the pints you ordered. Whether taking your meal with you or dining-in with us, you should always be able to count on receiving an accurate order. It is obvious from your post that we failed on that promise, and we apologize for the mistakes made in preparing your order.

They also sent her a $40 gift card. Great!

We contacted the public relations department of Darden, the parent company of Olive Garden, to ask what procedures the company has in place to assure that products sold by weight or volume actually meet the promised quantity, and what steps they would take to prevent problems like this in the future. They did not reply to our email. Twice.