Same day delivery is a lie! Terrible customer service!

I've placed an order on the 30/06/2020,it was supposed to be a same day delivery as it was a very special gift that needed to be delivered on the same day. I placed my order at around 9am, at 4pm there was still no delivery so I spoke to someone on the live chat who told me that the order was out on delivery, I then received an email at 6pm!!!!! saying there was a non delivery and at this time it was too late for me to even go out and get a gift for the person! I called the call Centre this morning and spoke to an extremely rude consultant saying that there was no one at the address and that they called to confirm this, which was a LIE because I was at the address the entire day! I then asked for my order to be canceled as the significance of the gift no longer exists as the date is no longer, and she then tells me that I need to pay 15% to cancel the order! She abruptly said that she escalated the issue and that her manager would call me. The customer service is extremely poor and the same day delivery that is published on the website is a lie! I'm very dissapointed with the service and the way I was spoken to.