To Whom It May Concern:

I purchased a few items from Express earlier this year. At the time of my purchases, your return policy did not have a time limit. I quote the back of my receipt, "If you are not completely satisfied with your purchase, simply bring it back."

Not only am I not completely satisfied with my purchases, I am highly dissatisfied with the store personnel and customer service person with whom I spoke regarding this matter and dissatisfied with your new store policies.

Yesterday, I went to the Hillsdale Mall store in San Mateo, CA to attempt to return my items. The items are new, never worn with tags attached, and I have my receipts. I was informed that because of the change in your return policy, I would not be able to return my merchandise, despite my having purchased the items when your return policy did not have a time limit.

The manager with whom I spoke was rude and didn't even attempt to provide a rationale for why she could not accept the merchandise for return except that the new policy dictates she can not accept the return. When I pointed out that I had made my purchase under the old policy, therefore the old policy should stand, she didn't bother to respond to my point. She said I could call customer service. She looked up the number. I asked whether there was a toll free number or whether I could call from the store. She said I couldn't use the store's phone and that I could call collect.

I found the nearest pay phone in the mall. Your number doesn't accept collect calls, despite what a manager in your store stated. When I placed the long distance call, I found out, after listening to your long menus of choices, that you were closed.

I called today and was frustrated by the lack of customer service your company seems to have. I was told that the policy is the policy and there would be no exceptions. I was given the option of writing to you via this medium to plead my case.

The total amount of purchases I wish to return is only $90, plus tax. You might think that as a customer, I should just suck it up and keep the items, especially since it doesn't amount to that much money that I have lost. You might think I should have returned the items more promptly. You might think, too bad for you, but you're stuck with those items you don't want and we as a company don't care about you as a customer or whether you are satisfied, because that's our new policy - we only cared before April 1.

Well, here's what I think. I purchased those items from your stores when you had a policy that stated I could return the items at any time for any reason. My receipts state that to be the case, and they don't even have a disclaimer about your right to change your return policies. By denying my return, you are violating the contract under which we entered into a business transaction.

Moreover, if you continue to deny my request to return my $90 worth of merchandise, I will never shop in your stores again, and I will make sure that my many friends, relatives, and coworkers are aware of your unethical business practices. I will use this anecdote as an example of wrong doing when I teach my Managerial Effectiveness courses in the MBA program where I am on faculty. And because I feel so strongly about this issue, I will also stop patronizing the other stores that are affiliated with you, like Bath and Body Works, Victoria's Secret, The Limited, and Abercrombie and Fitch. You will lose more than $3000 of business per year as a result of my shopping choices and untold amounts once I inform others of your business practices.

I'm hoping that you will rethink your stance on your return policy and honor your agreement with customers who made purchases from your stores when a different, more lenient policy was in place.

I've taken the time to inform you of my concern, and I hope that you will afford me equal respect and promptly reply to this inquiry.

Regards,

Christina