Can anyone say customer service?

My niece used to make fun of me because I'm a letter writer. Yes, I'm one of those. I have a bad experience, and it pisses me off enough to write a letter to the company. I haven't had to write one in a while -- not because I haven't encountered poor service, but not poor enough to make me take the time to write something or call someone.

That changed this weekend with a trip to the mall. A letter that I wrote today to the customer service email address at Victoria's Secret:

I shop frequently at the Pyramid Mall store in Ithaca, NY. Never once have I gone in there and been satisfied with the treatment I receive or the attitude of the sales associates. They are unfriendly and seem unhappy to be there. I am a regular Victoria's Secret shopper, and have never been in a store before this one where I had encountered such poor service.

On Saturday (June 24), I finally reached my limit. I went into the store around 10:30 a.m. I was not greeted, but I have become used to that in this store. I shopped and picked up a few things on the sales tables, and also picked up a pair of the hip-huggers from the regularly priced table. I had bought six pairs several months ago, and on one pair, the elastic began to fray, so I was hoping for an exchange.

When I approached the sales desk, I explained the situation and showed the clerk that I had picked up an identical pair for the exchange. In a monotone voice, she said, "we don't guarantee our products once they've been washed." No further explanation from her.

I told her that they were $12 underwear and I expected them to hold up to more than a half dozen washings. She sighed loudly, grabbed the underwear from my hand and approached the manager. The manager also sighed loudly, and as if she were doing a huge favor, said in a nasty tone to the clerk, "just do the exchange."

There was no small-talk at the register, no friendly banter. I felt uncomfortable and almost walked out, leaving my $40 purchase at the desk. After the transaction was complete -- with "no thank you for shopping with us" -- I walked over to Bath & Body Works, where I am also a regular customer. I asked the manager, knowing VS and BBW are owned by the same company, if she had a number I could call and complain. Unlike the BBW receipts, there was no corporate number.

I buy all of my bras and panties at Victoria's Secret, and living in a small town with only one mall, this is my only option. However, I am frustrated enough to not go in there again. And mail order seems ridiculous -- why should I pay shipping costs when there is a store in my town?

Two days later, I am still really annoyed and angered by the lack of customer service in a store whose sister company is all about customer service. I look forward to hearing a response.

Thanks for your time,

Ellie