Cheryl's Customer Service Issues

I recently made a purchase with the expectation of free shipping, but the final price included a shipping fee. I tried to apply the free shipping code (frship) from my email, but couldn't find where to input it. Additionally, my order seems to have duplicated, and I only need one. How can I rectify this situation?

I had a frustrating experience placing an order over the phone. I spent over 1 1/2 hours on hold and spoke with several representatives. Although the last person confirmed my order at $71.99, the email I received stated a total charge of $98.97, with $26.98 for shipping. I repeatedly mentioned my Passport Celebration Membership, but it seemed the representative didn't understand or listen. I kindly request that the charge be corrected to $71.99, and please ensure someone who is fluent in English and proficient in taking orders assists me. I've never encountered such issues before and hope not to repeat this unpleasant experience. I appreciate your attention and prompt resolution of this matter. I have submitted multiple complaints without any response, which reflects poorly on your company's customer service.