I agree he was not the right person to front the brand. That doesn't mean I have to agree with the reasons why he was not the right person (i.e. embedded homophobia/transphobia in the core market.
Im definitely not BL's core market. But I don't see Dylan as anything more than an offensive caricature of 'womanhood'. Does that make me transphobic? Totally happy to own that if so.
With BS, it may have felt like that to you, but it wasn't. Body Shop would not be alive and kicking today if their stance on the matter had been otherwise. They needed wholesale rebranding and a new business strategy.
If they'd gone after something else, perhaps they would still be here. Who knows. They chose to put their energies into this however and yes, I firmly believe that cost them.
I have read the letter. Not being management at JL nor equipped with their side of the story, I am unable to advise on how to respond to her.
As a human being though, responding to another human being. How do you feel about the points she makes? Do you get them? Do you have sympathy? Or are you going to call her transphobic too?