We apologize for any confusion your recent order may have caused you. According to your letter dated (date), you were expecting the old facial care product and received the new facial care product. As of (date), we no longer produce the old facial care product. We...
Dear (recipient's name),
We apologize for any confusion your recent order may have caused you. According to your letter dated (date), you were expecting the old facial care product and received the new facial care product. As of (date), we no longer produce the old facial care product. We notified all customers by mail of the change, but you obviously didn't receive the news.
I'm confident you will enjoy the new facial care line even more than our old product. Try the product we shipped to you and if you aren't completely satisfied, we will gladly refund your purchase price.
Sincerely,
(your name)