Asos Lost My Express Delivery and Gave Me Misleading Information About Tracking

Asos customer service has really been quite annoying. Expecting it to arrive the next day, I ordered an outfit for a special occasion using express delivery. One week passed and my package vanished from view. When I contacted Asos, they told me their internal system suggested the package would arrive by the end of the day and the tracking system wasn't working as it should. The problem is, I told them at 8 PM rather plainly that that wasn't going to happen. They then told it was "protocol" to wait until a specific date before they could provide a refund or launch an inquiry when I brought this up. I grasp policies, but why would you deceive me on the delivery? Clearly the package is missing, but instead of fixing the problem they simply kept running me around. Such bad handling of the matter is discouraging.