Renaissance Graphic Arts

Hello, My name is ***, I am the customer relations manager here at Renaissance Graphic Arts, IncI have spent time and effort with [redacted] trying to make her aware of what happened / resolving this situation When a customer places an order on our website, there is a box you must check that reads 'Notify customer with estimated shipping charges before shipping'When a customer checks this box, we take their orders into our warehouse and speak with our warehouse staff on what they think the weight and size of the package(s) will be [redacted] calculates shipping by weight, box size, and the distance from our facility to the customer Upon estimation, our warehouse gave us a estimated weight of 40lbs I then take that information and use our [redacted] system to configure an estiamted shipping price [redacted] estimated shipping at $When I email the customers about estimated shipping, I state directly in my email, that this is an estimated shipping charge The customer then either replies to my email, or they have the option of calling to confirm that the estimated shipping charges are okay After they confirm, I send them a second email letting them know that they have approved the estimated shipping charges (stating yet again) that this is an estimated charge When [redacted] 's order was packed, it actually came to 61lbsWe are not perfect here at Renaissance [redacted] emailed me on 01/21/@ 1:35pm and stated that she was charged $for shipping instead of the $that was stated on her email In my first reply email to [redacted] on 01/21/@ 1:42pm, I did state what happened and the mistake on the weight estimation of her package causing the shipping to be higher, but that shipping is only and estimateAlso in this first reply email to [redacted] , I went over how shipping is calculated to inform her of how this happenedI then stated to her that if there was anything more I could do for her or help her with, please let me know and I would be happy to help her She replied back to my email on 01/21/@ 1:58pm, she stated that we should be better equipped to handle estimations due to the 'resources that our company no doubtly uses' and then asked for our return policy I replied to this email 01/21/@ 3:02pm and stated what our return policy was as she requested, and to please advise me on what her decision was so I could handle it appropriately for her She replied back to my email on 01/21/@ 10:05pm, and in her reply to this she states that her University will no longer do business with us and that she only agreed to the $in shippingShe also states that she sent a formal complaint to the Revdex.com and also posted reviews to [redacted] and [redacted] about our company The reviews she placed on [redacted] and [redacted] have been reviewed by my superior and I, we find that [redacted] leaves out crucial information in her alligationsDeformation of character is a serious matter, and do we expect these reviews to be removed by [redacted] immediatelyWe will also be contacting both [redacted] and [redacted] about these reviews I have not responded to this email as it was sent at 10:05pm, past business hours, and it is now Thursday morning, 01/22/@ 10:25am when I replying to this complaint Not once did [redacted] ask for a refund for the difference in shipping charges, the only thing she asked for was our return policy Furthermore, there is a second email that has been sent to me from [redacted] today, 01/22/@ 1:31am stating that 'she just received her invoice and was charged $for shipping but was told via email that it would be $How do we go about correcting this?" --- I have already been discussing this issue back a fourth with [redacted] is this a game to [redacted] ? Or was this an a last ditch effort to try and prove to the Revdex.com that she has asked for the situation to be corrected? I'm not sure why [redacted] is emailing me on the same topic again, with a completely new attitute and a new shipping amountWe never charged her $for shipping as she states in her newest email I have spoken to my superior (Patricia) and she has informed me that we will refund [redacted] s [redacted] card for $today 01/22/15, but that her account is formly closed with Renaissance Graphic Arts, Inc We do our best to ensure our customers with accurate information, but we are not perfect here at Renaissance and we do make a mistake every once in awhile, but we do as our customers ask, and when the situtation arises we do correct our mistakesI plan to reply to [redacted] after submitting this complaint reply letting her know that we will be refunding her [redacted] card for the difference, $today, and also that her account is formly closed with our company Please Note: If copies of these emails are required or requested for further proof of everything I am stating here, I have every email on hard copy, and still availble to send Sincerely, [redacted] - Renaissance Graphic Arts, Inc.Customer Relations ManagerP#: ###-###-#### / ###-###-####F#: ###-###-####E: ***@ [redacted]