Horrible Service!

I placed an order on the 26th March (Monday) as a Store Express Delivery (2-3 working days). I then called the online store on the 28th March to check the progress of my order as it still stated "shipped" on my emails. The person I conversed with on the phone informed me that my order will be out on delivery on the 29th March as I paid an additional fee for the Store Express Delivery. It is now the 3rd April and I have recieved NOTHING! This is way past 2-3 working days!! To top it of, I was told that I will not be getting my money back for the delivery cost that I paid. Why have Express Delivery when you cannot do the service?