Michelle Fonville speaking out about her treatment at the nail salon reminds me of another form of speaking out: writing a letter of complaint.
Recently(ish), BFD reader cb wrote in to share part of a survey she’d filled out after shopping at the Gap’s online store, and the response she received. She rated her online experience 5 out of 10 and when they asked why, here’s what she said:
I am a plus-sized shopper, and wear a size 20 or XXL. While I love many of Gap’s products, I am unhappy that I can’t go into a store and try things on in my size. This is a sizeist attitude, and one that I don’t appreciate. It means I have to pay (shipping) to try something on, whereas people wearing smaller sizes can (barring an item being sold out) walk in and try things on.
It would be greatly appreciated if you would bring the plus sizes back into the stores. You have a great line of products through both Gap and Old Navy (Banana Republic does not offer plus sizes), and I would like to feel that my business is important enough to warrant being welcome inside your stores. You are turning away women who are willing to hand you their money by not catering to your plus sized market. My
online shopping experience is as good as can be expected, but I don’t like paying to try on clothes.
The Gap responded:
Thank you for your feedback regarding our women’s plus line not being
carried in our stores. As a company, we are constantly evaluating and re-evaluating our business, and customer feedback like yours is a vital part of the process. We hope you know that it is never our intention to frustrate customers with what we are able to offer in our stores. We can assure you that your feedback will be shared with the appropriate company personnel.
Cb was surprised that she got a response, and added “I really feel like we in the plus-sized community have an opportunity here to tell these companies that we want the opportunity to shop for items IN-STORE.”
I was reminded of her email in the postcard comments thread, when The Binge Diary suggested writing a letter of complaint to the company that produced the postcard—a good idea that simply hadn’t occurred to me.
I confess I don’t really write any letters of complaint at all, although I have really been tempted to write a letter to the Harry Potter theme park, since I really really really want to spend a lot of money to travel to Florida and ride their ride, but I probably can’t. It made me wonder: Do you write complaint letters yourself? Do you think they make a difference? Have you ever gotten results?
Posted by mo pie