1. If you were the marketing director for a retailer and received such a letter, would you have replied the same way as Ms. Barnes?

2.Does a retailer’s imposition of hard and fast rules cause bad public relations? (After all, a breast cancer victim wearing a bandanna could hardly be mistaken for a gang member. The lack of hair, missing eyelashes, and a general pale complexion should have been a clue.)

3.Since the press was copied on Ms. Stiles’ letter, should the mall copy them on its reply?