Pathetic service with online delivery

This is absolutely pathetic service!!!! I ordered my item on Monday 26th November 2018 and selected and paid R60 for express delivery method (1-3) days. On the 4th day when I tracked my order, it was still in processing. I emailed the customer services and was told to "sit tight until one of our super agents get back to you, it shouldn't be long" needless to say the shouldn't be long was actually the next day with this pathetic emailed response below "Thank you for your email. Apologies for the delays Please be advised that the order has been shipped to the couriers" Not even an explanation for the delay!!. I paid express delivery fee because I need this item by 1st December!!!!! If you had a backlog then you should've let your customers know. I want my item delivered to my work address by tomorrow 1st December before 1pm and I want my R60 fee refunded because it sure as hell was not express!! I expect a phone call from a human being asap and not an automated generic response via email!!!!!!! Order number: ********** 25856