Kanebo under fire over slow response to product recall

Kanebo Cosmetics continued shipping skin whitening cosmetics after it issued a product recall following consumer complaints, it has been revealed. The subsidiary of Kao Corp. delayed halting shipments for almost a week until 4 July, when the company announced the recall, which inevitably increased the number of people affected.

Cosmetics retailers were alerted to the recall only on the day of its announcement. Kanebo has since been criticised for its slow response to product complaints which began as early as May.

Kanebo has acknowledged delaying the halt in shipments, saying the company needed the time to arrange contact points for worried consumers. Japanese media quoted a Consumer Affairs Agency official saying the company’s response was tantamount to “relegating consumers’ interests to the back burner”.

In July, Kanebo announced the recall of 54 different skin whiteners. By September, 9,959 customers had developed vitiligo-like symptoms after using the recalled products. According to the company, 183,705 customers have contacted the firm via toll-free numbers and a further 77,687 made contact via retail stores.