Recently, I telephoned to order a bookcase from your catalogue. The price was $143, plus shipping and handling. Because the catalogue said to inquire about the shipping and han-dling cost, I asked the customer service representative how much that might be. I was expecting $25. Imagine my shock when the representative said $178!

I pointed out the shipping and handling cost was more than the actual bookcase, and he replied, "Well, that's the standard rate. Take it or leave it." I couldn't believe my ears. When I asked to speak to a manager, he said she was out. Then, he hung up.

I don't know what is the bigger outragethe shipping and handling cost or his rude behav-ior. I order regularly through catalogues and websites, and I've never found shipping and handling to be more than the actual item. How is it that others can ship for more reasonable rates than you can?

This all smacks of unethical business practices, and I have a good mind to report you to the State's Attorney General's Office.

Sincerely,

Carla Biedler

Your company's shipping rates are a frequent sore spot with customers. What they don't understand is that shipping prices are determined by the carrier, an overland trucking company that charges higher rates because it has an impec-cable record for delivering packages on time and intact. Since switching to that carrier, returns for your company on damaged goods have dropped more than 90%. The car-rier charges a rate based on size and weight. The bookcase is oversized and weighs 145 pounds, making it expensive to ship. In addition, your company uses premium crating and packing materials to protect all products. Preparing items for shipment takes longer than simply putting an address label on a box, so handling charges are more than some vendors might charge. However, there is no markup on the handling charges. You'll investigate which of your 38 customer service representatives might have spoken rudely to Ms. Biedler, but because your company doesn't record conversations, identifying him may be impossible. Give a response to Ms. Biedler explaining the situation.

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