Appalling service, no apology... Do not put their customer f

Ordered several items and paid for the named day delivery service which cost £6.95 for delivery on 21st December. Waited in on scheduled day of delivery but by 5.00pm and getting concerned I used the tracking service which stated that items would be delivered on 28th December. I rang John Lewis and was eventually put through to an advisor who didn't apologise but promised to refund the delivery charge. I told her that was no good as items were Xmas gifts. She went away to speak to a Supervisor and returned to tell me that 'due to the volume of orders they had been unable to deliver my items on time. I hadn't had an email to apologise for their not doing what they'd agreed to do and I didn't appear to be getting an apology either through their advisor or through their supervisor. I asked whether the order could become a click and collect I was advised it couldn't. I asked to be put through to the supervisor and the advisor went away but returned without the supervisor who obviously hadn't wanted to talk to me. The advisor told me that I couldn't cancel the order I would have to refuse the order when it was delivered. My account would be debited and I would have to contact them again for a refund. At this stage I was 25 mins into a telephone call to N 0845 number and didn't have the energy to argue. An appalling service from a company who are obviously not putting their customer first! Be aware!