Quote:
Originally Posted by KSigkid
But, the other side to that is this...the company admits their mistake, the mom drops the DHS thing, and still files the lawsuit after A&F admits they did something wrong.
From a PR perspective, I'd like to think there's a way they could have apologized without an admission of guilt. I went through a whole media relations training on that subject, I just can't remember the specifics, haha.
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Yep, they probably could have responded to one of her many letters using vague language to apologize, without being terribly specific and the mom probably would have been happy.
Even when customers are completely in the wrong, and the retailer has done nothing, most respectable companies will have some sort of polite response.
I understand that there are some people who are afraid to bend policy in fear of losing their jobs and I can see how that happened at the store level. But when a corporate office is so arrogant that they ignore their customers repeatedly, especially after having a history of discrimination, then they probably deserve what they got.
The mother made repeated attempts to contact them in different formats to give the company a chance BEFORE going to the department of human rights. If her intention was to sue all along, she probably would have called a lawyer that same day to file a civil suit. She didn't, and A&F should have taken that risk and responded at their first opportunity.