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Carter's Representative Answers Questions
The following is an e-mail from Janell Cleveland, Senior Director of Consumer Affairs for Carter's, Inc., to KCTV5 News answering reporter Eric Chaloux's questions about the rashes.
Q: How many reports/complaints have you received about rashes on the tag-less clothing?
A: We get hundreds of phone calls each day into our customer service center on ay number of topics. We understandably saw an up-tick in calls after the CPSC release and our website posting, offering a no-questions-asked, no-receipt needed, money-back refund for any of the merchandise. The calls remain a fraction of the products sold. We expected this and that's why we worked with the CPSC to send out the alert to let consumers know what was going on and solicit their feedback.
Q: How many items in the 2007 line are out in the market?
A: 110 million garments were produced in the Fall 2007 line. I have no way to know exactly how many are still in the market.
Q: Has there ever been a similar issue with your product over the years?
A: No. We have been using tag-less labels (using the same manufacturers and ink formulas) since late 2005 and this is the first time we have ever received these kinds of comments.
Q: Are you paying all the expense for people who return their items?
Q: Including medical expenses?
A: Our company's policy is to give a full refund for any garment-no questions asked. We ask the consumer to send us copies of their medical bills and indicate we will forward them to our insurance company.
Q: Are you testing the clothing after people return them?
A: Yes. From the first report, we have been taking this matter seriously and thoroughly looking into it. All our testing continues to show that the labels don't contain any skin irritants or abrasive chemicals, and that what we are seeing is a rare allergic reaction in some infants with highly sensitive skin.
Q: What do you want to tell people about the Carter's brand?
A: Everyone at Carter's is taking this issue very seriously and working hard to solve it. Carter's is a family oriented business. Our focus is taking care of babies and young children. Children's safety and comfort are our top priorities. In our business, we wish we never received any complaints, but unfortunately that is not the case. We do work every day to make sure that we put the safest product on the market.
Q: How many reports/complaints have you received about rashes on the tag-less clothing?
A: We get hundreds of phone calls each day into our customer service center on ay number of topics. We understandably saw an up-tick in calls after the CPSC release and our website posting, offering a no-questions-asked, no-receipt needed, money-back refund for any of the merchandise. The calls remain a fraction of the products sold. We expected this and that's why we worked with the CPSC to send out the alert to let consumers know what was going on and solicit their feedback.
Q: How many items in the 2007 line are out in the market?
A: 110 million garments were produced in the Fall 2007 line. I have no way to know exactly how many are still in the market.
Q: Has there ever been a similar issue with your product over the years?
A: No. We have been using tag-less labels (using the same manufacturers and ink formulas) since late 2005 and this is the first time we have ever received these kinds of comments.
Q: Are you paying all the expense for people who return their items?
Q: Including medical expenses?
A: Our company's policy is to give a full refund for any garment-no questions asked. We ask the consumer to send us copies of their medical bills and indicate we will forward them to our insurance company.
Q: Are you testing the clothing after people return them?
A: Yes. From the first report, we have been taking this matter seriously and thoroughly looking into it. All our testing continues to show that the labels don't contain any skin irritants or abrasive chemicals, and that what we are seeing is a rare allergic reaction in some infants with highly sensitive skin.
Q: What do you want to tell people about the Carter's brand?
A: Everyone at Carter's is taking this issue very seriously and working hard to solve it. Carter's is a family oriented business. Our focus is taking care of babies and young children. Children's safety and comfort are our top priorities. In our business, we wish we never received any complaints, but unfortunately that is not the case. We do work every day to make sure that we put the safest product on the market.
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