NO DELIVERY ON ORDER AS I WAS PROMISED

I place an order on the 7th July at 6:50pm, when I queried on the 8th July when the order will be dispatched as it was still awaiting dispatch I was promised and guaranteed by Tebogo an agent on the help chat that the order will be delivered by 7pm as it is a residential address. we received a call from the driver explaining that he will be delivering the gift. it is now 19:40 and we still have not recieved the gift.

this is not the first time that this has happened. I have requested feedback on numerous deliveries in the past and the packages always arrive after the cut off time.

Will I be refunded for my tulips which have probably died from not being delivered.

HOW WILL THIS BE FIXED.....