Ava and Carter's: Part II

Ava's mother received a handwritten letter from Carter's CEO, Michael Casey. She's posted it on her blog, Ava's Tagless Horror with Carter's.

The letter is straight out of Corporate Central Casting: a handwritten note meant to convey sincerity and a kind of "we're taking this seriously" sensibility; an allusion to the CEO's own "six children", designed to make Ava's mom feel like she's dealing with a compassionate human being; and a request that she give Carter's a second chance to earn her trust, despite promising no action that would generate such trust in the first place. As I told Ava's mother, the hubris that infects many CEO's is so enormous that many of them, like Michael Casey, think that writing a handwritten note to a dissatisfied consumer, regardless of how insubstantial and disingeous that note is, will humble the consumer, pacify her, make her feel grateful that such an Important Person took the time to acknowledge her. Carter's, like many companies, underestimate their customers, at their own peril.

But Ava's mother's response was downright artful. She demanded a recall, corrected Mr. Casey's assertion that Ava's injury was a "rash" (she reminded him that it was, in fact, a chemical burn), and asked how, has the father of six children himself, he could let this problem continue to go unaddressed in any meaningful way.

Continue to report any reactions your children have had to Carter's onesies to the CPSC, as well as reactions your kids may have had to any tagless onesies (my son had issues with tagless onesies from The Gap). A mom-commenter on Z Recommends suggested writing to Consumer Reports about the issue with Carter's. You can e-mail them at ConsumerReports@ConsumerReports.org. And write to Carter's CEO at the following address:

Michael C. Casey, Chief Executive Officer
1170 Peachtree Street, Suite 900
Atlanta, Georgia 30309
Telephone 404-745-2802 Fax 404-892-3079
Email mike.casey@carters.com

Incidentally, Carter's has recalled clothing items before. From the CPSC's website:

FOR IMMEDIATE RELEASE
August 17, 2000
Release # 00-166a Company Phone Number: (888) 339-2129
CPSC Consumer Hotline: (800) 638-2772
CPSC Media Contacts: Ken Giles/Yolanda Fultz-Morris, (301) 504-7052/1219

Girl's Nightshirts Recalled by the William Carter Co.

PRODUCT: Girl's Nightshirts - The William Carter Co. (Carter's), of Morrow, Ga., is voluntarily recalling about 1,000 girl's nightshirts. The recalled nightshirts have long sleeves, and were sold in sizes small (4-5 year), medium (6-7 year), large (8-10 year) and, x-large (12-14 yr). They are made with 100 percent polyester fabric with a pattern of brown bears wearing pink pajamas and the words "p.j. bear" printed on a white background. Identification code "GPU CF79761" and "Carter's" are printed on a label sewn into the collar. Carter's, department and specialty stores sold these pajamas nationwide from May 2000 through August 2000 for between $10 and $13.

PROBLEM: The nightshirts, which fail to meet federal children's sleepwear flammability standards, could ignite easily and present a serious risk of burn injuries in violation of the Federal Flammable Fabrics Act.

I don't cite this to point out that Carter's is a "bad company"; I point this out because it demonstrates that Carter's has experience in the mechanism of recall and has the infrastructure and the tools to do it.

Just another appeal to Minnesota moms out there whose kids have had a reaction to any tagless onesie. Please e-mail me if you are willing to talk to an investigative reporter (not me) about your experiences. Photos are a big plus.