As a member of The Lace Guild Executive Committee I would like to say that we discussed this problem at the meeting which was taking place this last weekend. We all immediately agreed that the rate charged in this instance was not acceptable, or what was intended or normal, and that the excess would be refunded as soon as was possible. The Chairman said she was writing to give the apologies of The Lace Guild for this error, but whether she has been able to yet or not I don't know as she was not going home directly after the meeting. Normal practise in the office is for the order to be made up, then weighed. The actual cost of postage is calculated (plus VAT where applicable) and added to the cost of the goods before the payment is put through, so the addition to the cost of the goods is the postage. In the case of Daphne's order, as she said, it was added up from the column on the list showing the amount of postage for individual items; the intention of this column is to give the buyer an idea of the maximum their P&P should be, the most that should be expected to appear on their card bill or on a âNot to Exceedâ cheque payment. This was done in error and it should not happen again. Since the weekend I have been in discussion with the staff at The Hollies and other Committee members to seek ways to ensure that this will not happen again, and to simplify and clarify the order form. We hope that this error is an isolated one, and we acknowledge it needs correcting. We are rectifying it as soon as we are able to, bearing in mind that apart from three part time staff (who are always very busy and are currently dealing with a real Christmas rush), we are all volunteers. Once again I would like to publicly apologise to Daphne and to reassure all Arachneans that we do take all feed back seriously, good or bad. Obviously I hope that in hindsight she won't feel that she has to leave the Guild over this matter. Jacquie Tinch Lace Guild Executive Committee member.
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