On November 28, I ordered the Great American Rail Journeys Complete Collection on DVD. I learned of this series through TV advertising and then placed the order on line at www.railtapes.com as indicated in the ad.
The price quoted on the online order form was $79.90 for the set of DVD's and $12.95 for shipping and handling. The form also listed the order total as $92.85 The e-mail I received confirming my order also listed these same figures for product, shipping, and order total.
When I received my shipment of these DVD's, I found that the packing list indicated I was being charged $25.90 for shipping and handling instead of the $12.95 that had been indicated on the order form and in the e-mail confirmation.
When I called their customer service number to complain, I was told that the shipping and handling amounts indicated in the online order form and e-mail were only estimates and that the true shipping charges were $25.90 rather than the $12.95 that had been indicated previously. I was also told that the customer service representative could only note my complaint for review at a higher level, and that I would have to call back in ten days to find out if they would adjust the amount I am being billed. I asked if they would e-mail me their decision, and I was told that they could not do that because their system did not allow for that.
I do not believe that any company should charge more in shipping and handling than what is indicated when the order is placed.
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