To Our Valued Customers,
This past weekend, Friday May 6th and Saturday May 7th, we ran a promotion that involved the “Botanicals Cactus Garden,” a terrarium kit for flowering cactus plants. We sent out a coupon with a special price coupon for the kit, and many of you came in and took advantage of this promotion. Our goal with this promotion was to deliver a great product (and a fun planting experience) at a tremendous value, 1/3 of the original purchase price.
Unfortunately, partway through the promotion, it came to our attention that the seed packets within these kits are marked with an “expiry date” of December 2010. After the discovery, we halted the sale of the product so that we could investigate with our vendor partner to get to the bottom of this issue. Our vendor assures us that this is not uncommon for products of this nature, and that the seeds themselves should actually still be viable for many months to come. However, we are not satisfied with the possibility that this kit may disappoint. Our goal is always to deliver the very best value possible with our eUpdate exclusive coupons, and of course, this value does not come entirely from the great price; a big part of the value is that the products themselves deliver the excellent experience they promise.
As such, we would like to offer a full refund to any customer who purchased this cactus kit, and on top of the refund, we encourage you to keep the product in the hopes that it does deliver on the experience that it promises, or that you can find some value in the product through another use. On top of this, to further compensate for the potential inconvenience of this experience, we would also like to offer a $5 voucher, good for your next purchase of $5 or more. When you bring your receipt in-store for your refund on your next visit to Mastermind, we will provide you with a $5 voucher as well. If you’ve misplaced your receipt, please bring us the product box and we can honour this approach using this as well with a store credit for the value of the item as well as the $5 voucher.
We sincerely apologize for the inconvenience that this situation may have caused, and we share your disappointment. Moving forward, we will continue to work to find excellent products for our eUpdate exclusive promotions, and to deliver these promotional opportunities to you, our valued customers.
If you have any questions, concerns or comments, please feel free to email us at firstname.lastname@example.org and we will respond as quickly as we can.
Thank you in advance for your understanding.
Head of Marketing and Communications