False advertising of over-night deliveries & poor customer service

I paid for parcels to be shipped over night to George but the parcels took 5 days to be delivered. When I queried this they said that over-night is two working days which is false advertising as over-night should be the next day, simple. I went back to get a refund, the manager took my details and said she would send me the refund forms. I am now waiting two weeks for the refund forms to be sent to me. This is the Equestria branch. I queried this with Courier Guy HO but no response.