Woolworths express delivery not so express

I have been a faithful customer of Woolies for years but this week I had such a poor experience. I placed an order on line on 5 September and paid for overnight express delivery on 6 September. Today is 8 September and I have yet to receive this order. Despite phone calls and numerous emails no one at Woolworths can actually tell me where my package is or when I will even receive it. They are making enquiries. Why offer an express service at a cost of its not actually express or even traceable by anyone in their warehouse or back office.