Overnight courier service was booked and paid for

Overnight courier service was booked and paid for. When the parcel was not collected the morning it should have been, I called DSV who undertook to send a driver for the parcel, and confirmed that it will be delivered by 11h00 the next morning. The parcel was not collected, and not delivered as promissed. The parcel was eventually collected and delivered 2 days later. Should have been overnight...... DSV then refused to refund the difference between overnight charged for and economy provided. Shocking service.