Non delivery as promised on the website

My reference number CVTN-256-BAOO [#66***9] with regards to the urgent purchase of travel luggage. I paid R850 on 11 12 2019 for Express delivery service by the 13 12 2019 only to be told by a rather rude consultant that the company has not dispatched my luggage on the next working day. It said delivery to my home address but the consultant said it's delivered to the post office counter and said that the added R850 was because of the weight of the parcel....what *******. I will definitely not use the online service again. I emailed them, and an automated response was to await a response in 2 working days. What utter nonsense. I have used many online companies to purchase from but Loot.co.za is the worst. Who the hell will want to pay to have a package delivered to the post office! Loot.co.za is the worst online website that I have encountered.