Why pay for express delivery??

I placed an order and paid extra for "next day delivery", however I my parcel was never delivered. I received an sms for the courier to tell me they are outside my house but there was no one in sight. I rep**** to the sms to ask where he is, when I didnt receive a response I phoned about 10 times....no answer. I then phoned the Spree contact centre, the first lady I spoke to (I wish I took her name) was extremely unhelpful and rude. I phoned again and spoke to a second lady who said she will phone me back within 10min....I am still waiting 4 hours later. So I phoned twice more before and eventually spoke to someone who's name I can pronounce, Nicholas. He said he escalated the query to the courier via email for after hour delivery. I am still waiting. I had to cancel plans to stay home and wait for nothing. I cant believe that you do not have any contact details for the courier company to follow up on deliveries???? I Googled the courier company and spoke to a very helpful guy but he could help me because they only provide you with drivers and dont have anything on the system. Even the courier company complained how pathetic you are. I expext a full refund of my purchase, because why pay for expresa delivery and not keep to your word?? Dont try to be like Zando, because they know what they are doing. I expect a manager to contact me asap.