Orange laundromat are lying to us

After paying for same day collection at their laundry, On arrival to collect i was informed that my laundry is not yet dry at 5pm and i ask the lady before i could leave my laundry if they were busy or not so that i could seek second option and the lady said i will receive my laundry at 14:00 to 15:00, so i went at 17:00 and my clothes were not ready and was told to come back the following day, So why did i pay for same day collection if i can't get my laundry on that day? They said that they can't refund me that portion that i paid.