Write Us!
We welcome your comments and give each one attention and serious consideration. Send them to This email address is being protected from spambots. You need JavaScript enabled to view it. or fill out a Customer Comment form in the Owner Resources area. Each month a small selection is printed in the Reader; publication does not necessarily indicate an endorsement of views stated in a customer’s original comment. Many more comments can be found in the commons or in the binder near Customer Service. Thank you!
Added Sugars & Saturated Fats
Q: I do a lot of shopping at Willy Street Coop but have been increasingly disappointed in some of your product lines that contain excessive added sugars as well as saturated fats, such as coconut. For example, your shelf stable packaged oat milks all contain excessive added sugar. I could not find any this morning that were unsweetened. Some other stores in the area do carry shelf stable unsweetened oat milk. Similarly, most of your vegan yogurt options are full of saturated fat, such as coconut and added sugars.There are way too many other products that are ultra-
processed as well. Personally, I would like coops to get back to the basics of only selling real food.
A: Thank you for sharing your comments! We have a lot of people shopping at our Co-op, and they are looking for different types of products. We try to be inclusive by offering things that a variety of people might like to purchase. Packaged foods can be inherently ultra-processed, but we do try to provide packaged grocery products that are not as processed. While I share your concerns related to added sugar in our food, I would like to politely point out that many people see coconut oil as a healthy fat.
Looking at the past month of movement for our shelf stable milks, here is what I am seeing for oat milk without any sweeteners added:
- Pacific Foods Organic Oat Milk 32 fl oz; available at all of our stores.
- Pacific Foods Organic Vanilla Oat Milk 32 fl oz; available at Willy North & West.
- Oatly Barista Blend Oat Milk 32 fl oz; available at Willy North & West.
- Oatly Oat Beverage Original 32 fl oz; available at Willy North & West.
- RISE Brewing Co. Organic Oat Milk Original 32 fl oz; available at all of our stores.
I hope this list helps! Some of these may be sold refrigerated because that is often how people like to buy them, but they all are shelf stable. East has less space and therefore fewer options.
I appreciate you reaching out to let us know what you are looking for in our stores! Have an excellent day! -Dean Kallas, Grocery Category Manager
All Apologies
Q: On Sunday I was at the Willy St East store and was checked out by a gentleman with blond hair at the last register. I’m sorry, I didn’t catch his name. I was horribly rude to him, and I wanted to send an apology. Not an excuse, but I was having a challenging day with multiple stressors and unfortunately took my frustration out on him. I hope you’ll pass along to him my apology for my behavior.
A: Hello, I am the Front End Manager at Willy East and oversee all of the cashiers. I wanted to thank you for taking the time to write an apology! I will make sure to pass it along to the cashier you went through on that day. Some days can be challenging, but recognizing your behavior and reaching out is very much appreciated! I hope things are looking up for you this week. -James Wolf, Willy East Front End Manager
On a Good Footing
Q: I wish to commend three of the employees who were working yesterday, February 15, around 2 pm. I spoke to the two people at the service desk about the parking lot and the hazardous conditions I observed as I walked from my parked car to the store. They acknowledged those conditions and said they were waiting for sanding/salting treatment from the company that carries out that task. They were very polite. I told them I was expecting a friend to arrive shortly who has mobility issues and uses a walker. They sent a staff member out to spread some salt. Then when I went out to assist my friend this same staff member joined us to sprinkle more salt and to offer assistance. About an hour later when we left, the gentleman at the service desk accompanied us and made sure my friend was safely in her car. I regret I did not have the presence of mind to ask the names of these very kind and diligent individuals. They should be recognized for their kind assistance. I hope you will share this email with these three people. THANK THEM FOR ME!
A: I want to express our sincere gratitude for taking the time to share your recent positive experience with us. Your words brightened our day, and we are thrilled to hear about the exceptional service you received.
It warms our hearts to learn that our staff at the service desk went above and beyond to address the hazardous conditions in the parking lot promptly. We greatly appreciate your acknowledgment of their politeness, responsiveness, and genuine concern for your friend’s well-being.
While we regret that you didn’t get the opportunity to note their names, your kind words have not gone unnoticed. I have shared your email with the team, and they are genuinely touched by your appreciation.
On behalf of our team, thank you for recognizing the efforts of our staff. We are grateful for customers like you who take the time to share positive experiences. Warm regards. -Frantseska Kois, Willy West Store Director
Breach in the Hull
Q: I’ve had a Willy Street Coop lifetime membership since 1976. We moved about 20 miles west of Madison in the early nineties so our use of the Coop for groceries lapsed until 2010 when a second store opened in Middleton. By that time, since my lifetime membership had lapsed, my husband and I re-upped and we’ve been happily buying groceries there ever since.
The point in relating this history is that, since 1976, I’ve been buying UN-hulled sesame seeds in bulk for the huge amounts of homemade granola I make every 6 weeks for our breakfasts. Each batch uses 5 cups of sesame seeds so I love your bulk isle.
When the pandemic hit, and the bulk isle dissolved, other sources for sesame seeds and everything else had to be found. Since the bulk isle is back, all of the granola ingredients are available except for sesame seeds. I’ve been very patiently waiting for them to return. Last week, when I again checked the sesame seed bin, I was shocked to find it was full of hulled sesame seeds. Not only that, when I asked a staff person about it, he had never even heard of UN-hulled sesame seeds and didn’t know what I was talking about!
So, my question is, when if ever, will Willy Street coop have UN-hulled sesame seeds available?
Thank you.
A: Thank you for reaching out with your question regarding our current selection of Sesame Seeds in the Bulk aisle. My apologies that we have been out of stock of the Unhulled Sesame Seeds for some time now. I’m also sorry to hear that one of our staff members was unable to help with answering your questions.
Unfortunately, starting in June 2023, we started to notice sporadic shortages of bulk Sesame Seeds from our distributors. This shortage eventually evolved into long term out of stocks from all of our vendors. Since then, we have been on the lookout for any viable bulk Sesame Seed option that is available to us. With that being said, the Hulled White Sesame Seeds (currently in the aisle) have been our only long term option.
Fortunately, our distributor is finally back in stock of the Unhulled Sesame Seeds that were previously in the aisle prior to the shortage. They are currently in Bulk and are available for purchase.
Once again, my apologies that these have been out of stock for so long. Hopefully we will have consistent inventory moving forward. Please let me know if you have any questions.Thanks! -Dave Andrews, Willy West Grocery Manager
It’s All About the Cones
Q: Paper cones in bulk aisle are very difficult to use especially into the small plastic bags provided. Onion powder did not go very well.
A: I’m sorry that the funnels are proving difficult to use. During the start of the lock down and later health code changes we had to switch to pourable containers from our old scoop jars. We realized this would be difficult to use with the bags we have provided but determined that it was the best option available for us and our customers. We do have single plastic bulk containers with lids of varying sizes over in the bulk department by produce as well as some larger bags with twist ties available for you to grab and bring to the spices if you would prefer to use those instead. -Nate Groth, Willy North Grocery Manager
Hot Bar Variation
Q: I’d like the same things picked to be on the North hot bar as on West and East as I like the North selection all the time but the East has same items all the time and I’m not too favorable to it and West always has the same items and out of the good items I’d like all the the time with the stuff I don’t like still there.
A: I received your customer comment about the selection at East and West not being the same as North. Can you give me a few examples of things at North that you are wanting to see at the other stores?
For some context, each deli has some independence with approximately 30 to 40% of their dishes so some of the stuff that they carry at North are recipes that North cooks have created over time. So knowing what dishes you’re looking for could help me narrow down which recipes we should look at sharing between delis. Thanks for writing in!
- Nicholas OConnor, Prepared Foods & Cheese Category Manager