Awful service

I bought a pair of boots from Spree and on my 2nd time of wearing them the heel broke. I called the call centre and was advised that I will receive a new pair. This happened on the 04/07/2018 I did not receive any feedback until I called this morning to follow up. I spoke to a consultant whom informed me that I was given a store credit and that the boot is available to be ordered. I went on the website and to my disappointment I no longer have a size on this boot. I called the call centre again and spoke to someone who placed me on hold for minutes until the call cut. I have not received a callback since. The service that Spree gave me is awful . I clearly advised the consultant that I did not want to be refunded and want another pair of the same boots, they went and did a store credit and did not even tell me this was done. I called and the consultant did not check if my size was available, I called again and was put on hold and no one has bothered to call me back for feedback. I am very upset and disappointed at this experience. I want the same boot to be delivered to my address or for my money to be refunded with immediate effect.