Complaint Review: LuckyVitamin - Conshohocken Pennsylvania

I purchased 5 products from LuckyVitamin with order number LV18166792 on July 5, 2020 and I chose the 5-7 days delivery option. I mailed them on July 17 to ask for the package when I had not received it but I only received an auto response. After waiting endlessly and there was no package, I travelled out of the country on a planned vacation on July 22 and came back on August 22 to find a notification from DHL in my letter box saying that they had come to my house on July 25 and didn't meet me at home.

I called their number and they told me they already returned the package to Landmark, LuckyVitamin's courier company. I called Landmark and they told me they already sent the package back to LuckyVitamin since August 5, 2020. I mailed LuckyVitamin again to tell them this and they responded on September 7 that the parcel was been returned to them and that they would process my refund once they receive it. I decided to chat and mail them yesterday after waiting endlessly for no response from them and to my dismay, they said their 90days refund period has elapsed, and so I wouldn't be getting a refund any longer. They said they have not received the package at their warehouse from their courier company, and even if they receive it, they wouldn't still refund me. This is despite them knowing that I never received the package at any time and it was with them and their agents during the 90 days period.

One of my first questions to them was why couldn't my package be delivered within the period they promised to deliver and that I paid for? I waited endlessly to receive it from them during that period before I went on my vacation. Secondly, between the time their courier company informed me that they had sent the package back to them (August 5) and October 10, the supposed 90 days expiration date, is approximately 66 days. Do they mean their courier company cannot return an undelivered item to them in 66 days? And when their courier company is unable to do this, it becomes the responsibility of the customer to bear the brunt?

It appears to me that this is an arrangement between LuckyVitamin and their courier company to deliberately "lose" customers packages so they can claim a 90 days expiry period, so they can tell the customer that he/she can no longer get a refund and the package is also lost. At this moment, I have asked them to send my package back to me, or give me my refund. They said they don't have the package yet because their courier company has still not sent it to them after more than 70 days, they will not ask the courier company for it, and they will not refund me for it.

In other words, they want me to consider the package lost, and my money gone. This I see as a very very fraudulent act by LuckyVitamin aimed simply at reaping off consumers. Especially with their so called 90 days return policy which they want to use to fraudulently hold the consumer responsible for.