Bad Service

Hi I placed a order for a special gift on the 25th January 2023 to be delivered on the same day as the person will be leaving at 11am 26th January 2023. I got hold of the call center and all they said was "I sincerely apologize that your order was not delivered on the initial date, it was not delivered because the driver did wouldn't have made it within the delivery times. It is however waiting for the next available driver, You can wait for the item to be delivered or cancel for a full refund, as I unfortunately cannot guarantee you that the order will be delivered by 11". Why couldn't they correspond with me near to the cut off delivery time