3 weeks to collect package

I ordered a few items on the Spree app at the end of last month (January 2018) my order was delivered on the 1st of February. I lodged a collection of one of the items to be recollected, as it did not fit me me, on the 3rd of February. After numerous calls to them and countless emails (all on my account) I get promised that my item will be collected (so I wait at home the entire day for collection) and I will be reimbursed the money I paid for the item but no one arrives to collect. It’s now the 20th of February and I’m still awaiting collection!