What would make people happy? Products that are not expired or discontinued. If you were around a few months ago (April) you would have seen the anger and outrage people had when Birchbox sent a BeFine product that was expired. NO ONE wants discontinued items because there is the risk that it's expired.
I highly suggest you read the other groups and threads regarding various subscriptions because you'll see what people like and what they don't like. And yes, people are going to complain regardless (read the Birchbox, Test Tube groups and threads) but companies like Birchbox, Beauty Army, MyGlam/Ipsy, Test Tube and Sample Society LISTEN to their customers. They don't send people to other forums - whose purpose are for members to discuss what the like and what they don't like, share their opinions - to harass people or to name call. I'll give you a good example of what happened with MyGlam earlier this year.
MyGlam launched last November with the first bag sent out last December. The bag was fantastic - Urban Decay (shadow and primer), Tarte (mascara), Mai Couture (blush or salicylic acid sheets) and NYX lip gloss. January's bag... ugh... that was a nightmare along with February's bag between shipping and the products people were PISSED. And boy oh boy they very VOCAL about it. In January members got Freeman Cucumber Facial Peel-Off Masque, Sheer Cover Duo Concealer (which didn't match numerous people's coloring and was an infomercial product), Wen Cleansing Conditioner (the infomercial product NOT the real item from QVC), theBalm Shady Lady OR theBalm Hot Ticket Nail Polish (those who got the polish were angry because the value was considerably less than the shadow... by $6 or $9). February was the WORST month. That was the month that more infomercial products and kiosk items were sent - the Dead Sea Premier TINY sachets, the X Out Shine Control (which came in a Meaningful Beauty imprinted tube which caused people to REALLY freak out thinking it was a mud mask), the NYX Roll On shadow (which was basically the only good item) as well as a piece of chocolate and another Freeman mask (that time sachets that were suppose to be part of the January bag). Oh there was practically a riot that month with how furious people were. March's bag was better - in my opinion - but the smell of the bag that month was nasty... in fact since January the smell of the bags were nasty (and I'm still convinced it was the glue used to seal the bags) but product wise it was better. Still there were so many people who were not happy. It wasn't until a couple of months after the bloggers meeting that things began to improve and only the last two months that the vast majority are happy with the bags and products. I love my bags and products the last three or four months (except that gold bag in June... didn't care for it).
The best thing your friend can do with her business is NOT buy from EBay. EBay is known for counterfeit products, expired goods and even used products. By knowingly buying from EBay or sites that sell "wholesales" products (like M•A•C) she takes the risk of buying and passing along expired and counterfeit goods. THAT DESTROYS reputations that can NEVER be recovered. I would suggest to Patricia to work with the companies to buy products at a bulk discount to put in her boxes. This way IF something happens she can go back to the company and get it worked out for the benefit of her customers. By buying off EBay SHE is the one liable for ANY damages that one of her subscribers may encounter. If someone used that expired Stila and ended up having to see a doctor SHE would be responsible not the person she bought it off of and not Stila but HER. She's not a LLC so SHE would be the one to pay the medical bills. As a business owner she needs to also LLC her company as well as obtain BUSINESS INSURANCE in the event a situation occurs because she's sending out "discontinued" and potentially expired or counterfeit products to unsuspecting customers.
The other best thing she can do is NOT to make threats. People are NOT going to shut up when it comes to threats and in fact it's going to make people MORE determined to post about it. Name calling - which both you and Patricia have done both here and via email - just destroys your own reputation. Just because someone doesn't like something and posts how the products are expired doesn't mean that Patricia has the right to call them a nasty, vulgar name which she's done. Personally, even if she fixes everything I know I won't be buying from someone whose personality is hostile. I'll give you another example, Glossybox - has a good worldwide reputation HOWEVER they had too many mistakes for me to stick with them. Doesn't matter how great the boxes have been the last two months the fact is that I don't trust them and will never go back to being a subscriber. Thankfully I listened to my gut instinct on this and didn't waste my $25.