Bad online shopping experience.

I contacted your ***regarding my query, and was advised thatt nothing could be done as the package was scanned back at the warehouse amd I must process the refund and order again, even after telling them I did not receive the package in the 1 st place, so there is no way that I have returned it as I waited for it for over 2 weeks to be delivered. because I was tired of explaining muself, I thot let.me.process the refund, only to find that I am forfeiting my delivery fee even tho.it is not my fault that I did not get the package...I am beyond frustrated by this...???????????????????????? I was looking foward to getting these after being your customer for so.long and this is the treatment that I am getting from u guys... or is this a ploy to milk people of their hard earned cash and pretend you are delivering and then don't I need an explanation...????????????????????????????????