Express delivery or money making?

I love Woolworths, but I have recently been so disappointed in their delivery. Twice now I have placed an order and paid for express delivery, only to get a notification two days later that my order will only arrive 3 days later than the original express delivery date. I contact customer service, they apologise, say all the right things, tell me I’ll get a refund in 3 to 4 working days. It’s been over a week and a half and still no refund. This is so disappointing, if they don’t actually follow through with their express deliveries, why even have it as an option?