Amid growing criticism of price gouging, Loblaw’s social media team took to Twitter to point the finger of blame at suppliers and manufacturers over price hikes. “Clapping back on Twitter ... just shows how out-of-touch they are,” one tweet said.
When asked why Loblaw thought it was necessary to respond to complaints on Twitter, the company said in an email: “There are a hundred complicated reasons that food prices are up. Unfortunately, it’s easiest to blame grocers, as we’re seeing globally. If we don’t put the truth out there, no one will.”
“There is a very defensive tone from Loblaw as though they are lecturing Canadians on how things work — how food inflation and how the business world functions and how it affects us,” said Rachel Thexton, president at Vancouver-based PR firm, Thexton Public Relations. “That’s not what Canadians want to hear right now. They want to be able to fill their cart with food for their families.”
Kenneth Wong, Queen’s University marketing professor, said it’s a lose-lose situation for the food retailers and that there was very little to be gained from tweeting out responses to consumers who are already upset.
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