Dear TuffCast and loyalty programme supporter,
Thank you so much for your comments which we have received via our website and through social media regarding the TuffCast Loyalty Programme.
We acknowledge that we have let you, our customers, down and want you to know that we are fully committed to redeeming all filled/completed TuffCast cards.
While the loyalty programmes have been very popular, they have also been fraught with frustration. As much as you feel let down, we are as embarrassed at not having been able to meet our obligations.
The TuffCast programme has been very different to previous loyalty programmes in that the redeemed cost of the pans was far higher than, for example, the Pyrex campaign.
Because of this we anticipated a far lower redemption demand. We were also using a new supplier who was not as experienced in this field as our regular supplier.
Ordering initial consignments for these programmes is always difficult as one has no idea of the potential success of the programme. The TuffCast programme took off far better than we anticipated and grew exponentially, well beyond our expectations.
Extra consignments were ordered from Australia, but this delivery had a six-week lead time and then the go-slow at the Coega harbour added to our frustrations as we were unable to get stock released from the harbour.
Before we could blink, this consignment had been sold out and we had to re-order. An order to the value of R8-million was placed and based on our communication from the supplier is due for delivery in October.
We have, as far as possible, collected all queries from consumers and saved their contact details. As soon as the stock arrives it will be allocated to our stores and you will be notified via SMS.
We also commit to offering you a filled Schott Zwiesel collector card which will entitle you to a 75% discount on one of the glass packs in our current loyalty programme.
With this campaign we have reverted to our old supplier who specialises in these programmes and so do not anticipate a recurrence of the TuffCast debacle.
Once again, we sincerely apologise for frustrations you have experienced during this campaign.