Lunarland.com When confronted about not following their own terms & conditions, they told me when my package arrives, it arrives. And then blocked my email address Scottsdale Arizona

I purchased an item from lunarland.com on Dec 13th. I paid twice as much for shipping fees as I did for the item. Lunarland's terms and conditions stated that delivery would be 3-4 days. 

Now I am located in Ontario Canada, they are in the States. So I figured I would get my order about 5-10 days after ordering.

December 23rd came around and still I had yet to receive my order. I had the tracking number and its last destination was Toronto.  Which is 40min away from where I live. 

Anyways I contacted they're chat operator to ask them to look into the delivery and see what the hold up was.  They rudely answered "well we are in a world wide pandemic mame" okay but you could still inquire and find out where my package is. And at that point the chat operator told me "youhave the tracking number, you can call the shipping company yourself to find out ".I was utterly shocked. And said something about her horrible customer service skills to which she replied "look, I dont have to help you at all" .... wait... what??? Yes you do! Your customer service!!

Two days later on their website I see a separate area for customer support/contact us. So I send them an email explaining that I STILL hadnt recieved my order. That the item cost me like a quarter of what the shipping fees were they charged me. I wanted to.know if they would find out where my package was in Toronto. I would even go pick it up.

The reply I got back was so unprofessional. Basically they sent me a link to their terms and conditions, and sided with their 3rd party chat operating service.

I responded by being direct and explaining the discrepancies with their actions, how they contradicted their own terms and conditions and also suggested ways they could improve customer service.like for example by communicating with their chat operators company to get feedback etc. As apparently this was the 1st time they had heard about my complaint. Even though I had spoke  to chat op 3 occasions about my package.

The rep from lunarland told me they couldnt even finish reading my email, that I should never speak to another human being like that again (what? Complain that your not following ur own terms and conditions that state if ur order hasnt arrived in 14 days that lunarland will help and investigate?) I was told that (and I quote) "when my order arrives, it arrives" then they blocked my email address so i can no longer speak to them.

just spent $160 during a pandemic for a xmas gift I.likely will never get. I have NEVER had such poor customer service in my 42 years of life. I'm disgusted by these people. I wasnt rude, crass, didn't swear I simply stated their terms and conditions and suggested they communicate with their 3rd party chat op. To find out what their customers are thinking as they seem to be te 1st sign of contact.