Dear {Customer},
As manager of {business}, I want to thank you for bringing to our attention the issues with the advertisement for {product/service} that ran {online/in newspaper/on TV/etc.}.
Looking more closely at the ad, in collaboration with our marketing team, we at {business} now see how the {wording/image} could be misconstrued. We are already working on replacement ad copy and visuals.
Again, thank you for your helpful, polite communication regarding this advertisement. We always want to be accurate and transparent with our valued customers, and we fell short.
Enclosed please find a gift certificate as a small token of our appreciation for your keen eye and continued patronage.
Sincerely,
{Name}
{Title}
enclosure: coupon or gift certificate
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Index of letter of apology templates