Service delivery fail

I made an online order on the 20 july - I also paid the extra fee for an express delivery to the store of which i was informed would be in the 24 july. Today 25 july still NO delivery. I called the contact centre to be told they don't know where my parcel is!!! Wth!!! What is the point of paying the express delivery fee when there is NO service delivery!!! This is so unprofessional whic teaches me a lesson never to buy from you again!