First, I would like to thank you for taking the time to share your thoughts with us during this busy holiday season. Here at Anytown Department Store, we value all customer input and welcome constructive criticism, particularly from loyal customers like you.
Allow me to summarize your complaint. In your letter, you stated that you took offense to one of our holiday displays. The display in question depicts a nativity scene with the traditional figures played by popular toys. You mentioned to the person at the desk that you found the display offensive and asked that it be removed. Our employee stated that she could not remove the display, and you then left the store.
While I understand your position that recreating a nativity scene with toys could be considered offensive to some people, the store’s position is that the display is appropriate. Nativity scenes can be constructed out of many different materials, and ours is a cheerful way of paying tribute to the holidays. As such, it will not be removed.
You have also identified the action you will take if we do not remove the display. You state in your letter that your church group will protest the store and write letters to the media. As these actions are well within your rights as an American, I certainly welcome you to pursue these paths. I hope, however, that you will reconsider your position.
We do not wish to lose you as a customer, and rest assured we take your complaint most seriously. Thank you very much for taking the time to write.