Several times recently I have been let down by local traders shutting their shops early, without explanation, warning or apology. My children don't return from school until 5pm, and by the time we have walked to the town centre, it is 5.15pm.

Imagine our fury, then, having made a special arrangement to meet up, to try on clothing in a shop in the Brittox, open, allegedly, until 5.30pm, to find staff had locked the door and refused to open it, or to explain themselves.

Recently, having unsuccessfully scoured Devizes once, then various other towns, I found new stock in another local shop. While there were several items I liked, there was no matching outfit.

I explained to the staff that I needed to return home to collect an item already in my wardrobe to match with their goods. Having collected the item, I met up with my children for a second opinion, and returned to the shop. Having gathered up the items in question, I asked to try them on at 5.25pm and was told that they were closing, and I'd have to return the next day.

Needless to say they lost that sale. For staff to turn away customers so obviously intent on making a purchase does not say much for their understanding of customers' needs or expectations.

The sale of clothing must bring in more profit than many of the items sold in that shop. A small town retailer cannot afford to become the object of discussions on customer disatisfaction amongst local people. Shopkeepers should consider the effect of their actions on their future employment, when people feel disinclined to use that shop again.

Customers from elsewhere are also unlikely to call again, if they once discover the shop closed during stated opening times.

It is no good local traders blaming lack of car parking for falling trade, when some fail so abysmally in such basic customer service.

A 'critical mass' of good shops is essential to keep Devizes attractive to shoppers.

Note the success of shops such as the local butchers, who can afford to double their floor space, because they go out of their way to help customers, and thus retain their loyalty.

C G CARVER

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Devizes