A LETTER OF COMPLAINT. Head of departament Customer Service Street Serrano,908 Madrid Dear Sir/Madam: Last Wednesday, 28 April, I ordered a dress from your online store (order reference 123#). Before placing the order I read the conditions carefully and I would try it on and it does not fit me I could change it. Moreover, your websait says that the item are delivered in 48 hours. The dress came after a week. However, I noticed that payment had been taken from my credit card a day after ordering. When I try it on, it does not suit me, so I phoned your customer service line, and the person that I spoke to, was rude and hunhelpful. She said that the item could not change. I was furious because I saw in you website that I could do it. I have bought many things from you over the years and I have always good service. I am sure you will be able to resolve the situation in a satisfactory way. I look forward to hearing from you. Yours faithfully. Lidia.