I have used this company quite a lot and have not had a problem—until this week.

Recently, I ordered printing and mailing services for a 4.25” x 8.5” folded card, but did not know that cards this size would require extra postage. On the order page, there was no information stating that this sized card would require extra postage.

Expecting a postage bill for around $929 dollars, I was later e-mailed a bill for $2042.51 in postage. I called the company at 11:29 a.m. and talked with two customer service representatives. It took their guidance and four to five clicks on various links to find the information about the price charged for postage. I would not have found this information on my own and asked to speak with a manager. I was given the name of Wendy and her phone number, was told she was “just coming out of a meeting” and would call me. Finally, at 3:40 p.m. my call was returned, but I was unavailable and the call went to voice mail. I called Wendy back at 4:18 p.m., but the call went to voice mail.

Then, the next day, I was once again e-mailed a postage bill for $2042.51, but when I went into my account to pay the bill, I was asked for $2, 189.23. I called the company at 9:30 a.m. on Oct. 21 and was told a postage estimator would call me to explain the discrepancy. I received no call and called the company again the same day at 3:20 p.m. and spoke to Wendy and another company representative on speakerphone. After a brief conversation, Wendy placed me on hold to check my account. When she came back, she said my account had been adjusted to reflect the amount of $2042.51. For the entire conversation, Wendy tried to explain that the cost of postage was “out of our hands.” I was made to feel that my complaint didn’t matter. No explanation was offered as to why no one returned my call.

I am appalled that the “postage estimator” or someone else did not return my call on Wednesday, Oct. 21 and that it took so long the day before to have my call returned. Also, it is unfair and misleading for a company to not to alert the customer during the ordering process that the item chosen will incur additional cost or a significantly higher rate of postage. Since the company is not doing it, I would like to make other customers aware and let them learn from my mistake.