date: Mon, Jun 2, 2008 at 7:11 PM
subject:RE: Nutro: Product Concern
Dear Ms. Myers,
Thank you for contacting Nutro Products. We appreciate you taking the time to share your concern in our products.
We have received recent isolated reports of inaccurate information posted online regarding the quality and safety of NUTRO(tm) pet foods products. Many blogs and internet sites can be a repository for misinformation and hearsay regarding many topics-we are working to clarify the issue.
All NUTRO(tm) products are 100% safe and conform to the standards set by the FDA, USDA and AAFCO. NUTRO(tm) pet foods undergo rigorous quality assurance testing beginning with raw ingredients and ending with testing all finished products. This includes testing to confirm that no melamine, mold toxins, or pathogenic bacteria are detected in any NUTRO(tm) pet foods.
The safety and quality of our products is our top priority. We take any complaint regarding the quality and safety of our NUTRO(tm) products very seriously. In the rare instance when a consumer does have a concern with any of our products, an in-depth review of the consumer-provided samples is performed to determine if an issue does exist.
Nutro Products, Inc. remains committed to the quality, safety and performance of all our pet food brands. As we have for over 80 years, we strive to deliver the finest natural products to our customers and their pets.
We thank you most sincerely for your loyalty to Nutro Products pet food and for allowing us the opportunity to address your concern and clarify the issue.
In weeks past, suppliers of key ingredients used in select products have suddenly and without warning run into production issues and have been unable to meet Nutro’s needs. We have secured additional high quality supply sources and while availability will vary by marketplace, we can now say that supply issues are being resolved. We project that by mid to late June all of our products will again be scheduled for production
and shortly thereafter be available at retail stores.
It is important to note that availability issues are operational and are not quality related, and that you can feed Nutro’s products with full confidence! We have refused to compromise the ingredient and product design standards, and while that has created some difficulty regarding availability we feel that it is critical that we maintain our standards for product quality and performance.
We thank you for your patience as we work through these issues and offer our apologies for any inconvenience to you and your pet. We thank you most sincerely for your loyalty to Nutro Products pet food and for allowing us the opportunity to address your concerns.
We thank you for contacting Nutro Products. Should you require further assistance, please contact our Consumer Services Department at (800) 833-5330, Monday through Friday, 8:00 am to 5:00 pm, Pacific Standard Time or visit our website at www.nutroproducts.com.
Consumer Services Representative
Nutro Products Inc.