drugstore.com Paid for 2-day, still not here 8 days later, was returned to them damaged, but not reissued Bellevue Washington

I am beyond frustrated with drugstore.com.  I order $77.00 worth of items - body wash, lotion and cleaning supplies - and needed it quickly as I was almost out of body wash.  I paid $9.99 for 2-day shipping and it was sent out on Thursday, Oct. 1st and was scheduled to be delivered on Saturday, Oct. 3rd.  So, here it is, Oct. 9th and I still don't have my package.  I should add that I am also in the state of Washington.  Uh huh.

Apparently, it was damaged in transit somewhere in Oregon and was returned to the vendor, drugstore.com.  Okay, that's understandable - s* happens.  But they got it back on Oct. 5th and nothing has been done since then.  No refund to my Paypal account and no replacement order sent.  I emailed customer service twice - once from the drugstore.com website and once replying to an email they sent requesting feedback - and as of today, no one has responded to either one.  I sent another email today and made my disappointment known.  I was a customer service supervisor for 10 years so I know how it's supposed to work - and this isn't.

Bottom line - inadequate packaging, failure to respond to emails in a timely manner or even at all, lack of communication amongst employees, terrible follow-up protocol - basically, a badly run department who's employees don't give a crap.  Wish I'd known that going in.  I will try to remember to update this report with the end results.  If I don't hear from them by end of day, off to Paypal resolution center I go.