Today, Whole Foods’ top executives John Mackey and Walter Robb posted a video online apologizing for mishaps uncovered in a recent report that found the Austin-based store overcharged (and undercharged) customers who were buying prepackaged fresh produce and juices whose prices are calculated by weight.

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In the video, they explain what steps they are taking to ensure this problem won’t continue and what customers can do if they suspect an error in pricing.