I got this.
I would firstly like to say how sorry I am for the length of time it has taken to respond. This has not been caused by your complaint being overlooked in any way, but must only have reinforced your poor impression of our company.
I am also very sorry to learn that you have been left feeling so upset by some of the images of the models used in the Spring Summer 2010 Next Directory and would like to thank you for sharing your concerns with us.
I would like to assure you that we have specific criteria for our models, which include them being of a certain size and maintaining a healthy body image. They also model one of our standard sizes, rather than specially fitted garments. We tend to use the same models from season to season, and we would certainly feed back to their agencies if we had any concerns or noticed sudden and/or significant weight loss.
Having said that, we take all complaints seriously and feedback from our customers can influence decisions we make in the future, so I have passed a copy of your e-mail to our Bookings Editor and Legislation and Environment Manager, who is responsible for Corporate and Social Responsibility issues, for their reference and consideration.
Once again, please accept my sincere apologies, and I do hope, that despite your disappointment, you will continue to shop with us in the future.
With kind regards,
Natalie Saeed
Customer Relations Management Team