Terrible service and lack of accountability at Loot

Loot cannot uphold its delivery standards and is terrible at customer support. I ordered an important package (on 30th Nov) I needed for a trip I was taking, to be certain I received my item in time I paid for overnight courier with some days to sparen delivery was expected for the 1st of December, as stated on my invoice. My package was not delivered overnight as agreed to, I called support immediately and spoke to a consultant named Ebrahim, who said he would follow up and let me know, later that day I had still not heard back so I called again and spoke to Ebrahim again, who said he had no feedback yet, but was escalating to his manager, but assured me the delivery would be sorted by that day (Friday the 2nd). Till now I have not heard back from anyone at Loot. After that, I logged a complaint via email which I received a ticket for, but no response. I had to travel without my item, and now 6 days later when I'm on not at home they have said they will deliver it today despite my request for a refund and to cancel my order. I am really disappointed in their lack of effort to assist me or even respond to emails. Won't order from them again.