Unhappy Spa Owner Item didn't ever ship on time, then did for extra fee, arrived damaged and no refund clearwater florida

After 8 months of placing an order, never receiving proactive communication about order delays, and then an ask for $100 for shipping despite their prominent marketing of free shipping.  I paid it to get over the finish line, the item never arrived. When i inquired it was mysteriously "missing" then it suddenly arrived at my house completely damaged. 

Upon requesting a full refund, including the shipping, they stated their accounting team would look into it, but that the shipping $100 was non-refundable.  When i reviewed their policy on site thoroughly, and spoke with a manager named "Nancy" she I told her their policy does not state the shipping is non-refundable and her snarky reply was "well it doesn't state that it is refundable." 

I told her they would make a claim to the shipper for the damaged item and be refunded for it, so they needed to refund me for it, but they refuse.  They are profiting on the backs of shipping bad merchandise out to clients and i see claims of this all over the place now that I am looking for it.