Bill for e-mails? I have never heard of such a thing. I would say absolutely NOT. Especially when there is doubt as to the apparent reliability of that method.
If the multiple trips are the result of shipping issues it would be hard to fault the designer for that- even if there was a lack of communication on her part.
As a designer I expect to get paid for my time just like everyone else. Delays, damage, change in plans are all unforseeable events that unfortunately take time- and money- to correct.
If you can show that you sent the e-mail to the same addy as you used before, then at least one return trip should be without charge. Past that it is hard to say.
To me the underlying issue here is communication and trust. I don't take the keys to a clients' house unless I know they trust what I'm doing and that we have an absolute clear understanding of what is expected on both sides. It doesn't sounds as if you have any of those things in sufficient quantity.

I work with a decorator all the time. He makes his money on the furnishings and he really does extra for us all the time. He is really great.

I am not sure what you contract is so I would read it carefully.

If you have a copy of your email and proof it went through than I would not pay her for that visit. If she did not open it than POO POO on her.

My suggestion is to be upfront with her and ask her how she is planning on charging you. There is always room for negotiations. She should make good for some of that delay.
If she doesn't than find a new one.

It's important to find a decorator/designer that is dedicated to making you happy. I am not sure from your post if that is true of the person you are using.

Don't worry about seeing her around town. She should be worrying about your recommendations to others who may consider using her.

When we first hired her, I didn't know about the email charges. I'm very much an email type person, which was a big problem when she told me--after having sent dozens of emails--that she charges a quarter-hour fee per email.

I called her to discuss the delivery issue and left a message. She hadn't called back after three days, which necessitated another email, and then a round of emails--something I was trying to avoid.

I did not use the wrong email address. I sent it on Wednesday and she claims she didn't get it until Sunday night--too late she said to change the delivery with the trucking company. DH thinks she got the email and decided to do what was good for her.

I'm happy to pay for work done well, and I want to be fair. I am not a happy customer at this point. Who installs furniture but leaves the old table top there, in the way?

I think if you're paying for the emails, she should be reading them promptly, at the very least.

She should be making this right on her own dime, not yours.

I charge clients on an hourly basis (only) and so far, have not charged anyone for emails. However, I have had a couple of clients who, for a brief period of time, emailed me several times a day with questions like "what do you think about these light fixtures?" with pics of several. After I get a few of these emails in a day -- and respond to them -- I start to think, hey, I should be charging for this time. But because it is usually brief, I haven't had to do it. I think if a client is sending a LOT of emails to a decorator, asking specific questions and wanting specific/detailed answers, then the decorator is within his/her rights to charge for that time. But if you're emailing to set up a meeting time or something like that, charging for emails is ridiculous.

As has been discussed elsewhere, there are a myriad ways for a designer to charge for their services. Some mark-up the products you purchase through them, others charge for time, still others do a mix of both to varying degrees.
I charge for my time. Any products purchased through me are at cost to the client. I don't charge for e-mails or telephone calls. Frankly, the only people I've heard that charge for those are lawyers.
What you need (and what every designer should provide up front) is a schedule of charges and fees. That way, you can begin deducting "questionable services and fees" from your checks and let her fight for it rather than the other way around.

As an aside -- my email program offers a notification option --- I can get a confirmation email back that my sent email has been opened -- and then you know.

I agree with the other poster that said you need to have a conversation about fees and what you will be charged for the future visits and then you can decide how to proceed from there. Not knowing what you are in for is just going to leave you frustrated in the end -- and without a lot of leverage to complain at that point.

best of luck

Thanks everyone for your responses. There was no contract upfront, which is why I didn't know about her charge for responding to emails. I let the first bill slide (meaning I paid for it without objection) and have tried to be careful about emails since then. I am fine with paying for emails regarding design issues, but scheduling issues are a different matter, and I might bring that up with her.

One of the posters did bring up a great point that I have not discussed with the designer. She told me (in an email) that she went to LA and Mexico to get the replacement pieces, and that she's spent much time working out the insurance claim. I sure hope the clock wasn't ticking then.

I can't wait for this furniture to be delivered and to be done with this stuff.

Meg, imo, you really need to move away from this designer. If nothing else, this is causing you a great deal of increased stress. That takes a lot of your time and energy, too. I'd just finish up whatever is hanging and not involve her in other issues. While moving on, you may stumble upon someone else better suited to help you with things. Where you just click.

As far as charges, I think it's ridiculous to charge for general contacts. Design help in emails, I think, is another story. And the per email thing is a racket. Fixing problems -- well, there are always problems to be resolved and the world just doesn't turn perfectly or as expected. That's part of a designer's job and expertise for sale -- to get it done and know how to handle the problems. So, depending, one can't put it all on the designer (to be perfect, have a crystal ball, and to have everyone else be perfect too). That's just a scapegoat for hire and unfair, imo. Now if it's just negligence and carelessness at your expense, that's another story, too.

Gee, did you just send her to LA and Mehico??? Not a bad deal.

Thanks Squirrel,

I'm way ahead of you on this one. I've already contacted someone else (recommended by someone on this board) and have met with her. She's also been to my house and is returning with the WT expert next week. She works for a store so there's no hourly fee, or charges per email, or a charge to come out to our house.

She gets what I like and thinks I'm easy. And she has said a couple times that it's her goal to make me happy. So there is a light at the end of the tunnel.

I will be very upset if there's a trip to Mehico on my bill. But I'm not going to get upset until it happens.

BTW, she said that the shipping company literally threw the patio furniture onto the truck, resulting in damage. So should I have to pay for all the time it took her to straighten it out and get replacement pieces? This was something we did not anticipate--at all.

I guess she needs to bill them!

What a flake -- can only retain that last thought, lol.

Glad to hear you've begun working with someone else!! and you're not calling yourself names anymore : )

Thanks Squirrel. I realized that it's been an entire year with this woman with nothing to show for it--but bills. You live and you learn.