Express delivery *****ing

I placed an online order on the 26th of March. I paid for express delivery(2-3 working days) and after 4 working days logged a query. I asked that I be refunded what I paid for express delivery and the email I got back did not even acknowledge my query and said that deliveries are late. How is this not *****ing? You need to train your staff in answering queries and not just type up a generic response which is doing your brand no favours. Shocking service. I want to be refunded what I paid for express delivery.