On Aug. 7, Kanebo Cosmetics extended “its sincere apologies for the major concerns this matter has caused to all who have been affected, especially to customers who have experienced vitiligo-like symptoms while using the products in question.”
The company, which said it is responding to this matter with the full support of the Japanese Dermatological Association and related government ministries and agencies, “believes that the increase in the number of people who have experienced vitiligo-like symptoms has stemmed, in large part, from the company’s inadequate ability to listen to the voices and opinions of our customers and experts, to draw appropriate conclusions from those voices, and to respond promptly to concerns.”
As a result of the issue, Kanebo is merging its quality control divisions into Kao Corporation. The goal is strengthen call center functions, to ensure a rapid and appropriate response to all claims and comments made by customers in connection with cosmetics, and to further strengthen links with related government ministries and agencies, according to the company.
In addition, investigation by two independent lawyers began on July 12, according to Kanebo.