delivery promised before 1600----- arrived 1705

I ordered something from one of me service suppliers and they had to have it couriered as It was URGENT !!! . I asked for same day delivery as MY client was waiting URGENTLY for this delivery. the courier company posted me an email telling me that the parcel was dispatched at 1205. my supplier promised, on the promise of the courier company, me that the parcel would be delivered BEFORE 1600. I had paid a premium for the same day before 1600 delivery. and I now am insisting that they refund the money as they never delivered on their mandate. this delivery was from Randburg to Sandton. hardly a long journey and it took 5 hours to traverse possibly 12 km at the most. this is shocking service and even the person who handed over the parcel was embarrassed as he knew that he had not delivered according to the mandate promised.