How to complain?

Fay

Thanks for all of this advice guys, its nice to know that I am not going mad and that other people also think this is ridiculous. As it is now I cannot wear the dress as the lace sticks out on the back and is very very noticable.

Yup your right nabowla, I pointed this out to them that on no occassion was I told that the dress was only meant to be worn once and that I had had it for a new years eve dinner dance and then wanted to wear it to a friends wedding and the guy turned round and said 'I can't see that you have only worn it once in 6 months'...he obviously knows my social callender very well! I am going to try to get the letter written today with the advice from you guys and the threads Edingburghlass has posted

melancholly

if you do deal with customer services directly (phone/in person) - always ask people to give you their full name and job title. when they know that they cna be personally accountable for what they say, they can often be a lot more helpful. it's worth making a big deal of how rude they were - they could have just politely told you that these are company guidelines, that they don't have the authority to go against them and given you contact details for head office, rather than arguing with you.

hope you get a good result!