Condescending and Organised Customer Service Department

Last week I made the mistake of contacting Spree to do an exchange on a reject product in the same size. Having emailed their customer support, no feedback received 48 hours later I called them only to speak to an agent who promises a courier will collect the item, and that she has placed a product in the same size aside for me. I received an sms on 2 occasions with the courier citing pick up of this product will occur - on neither occasions did this occur. They eventually pick up on the day after it was supposed to be picked up and on this same day I called Spree again to deal with the only helpful person (agent 2) in this whole mess. A few hours after the parcel is picked up, someone from Spree contacts me to say that they will fetch the parcel....totally disorganized!! The agent 2calls me later the afternoon to inquire if the pick up occurred and low and behold there is no size left of the item that I requested (and was confirmed by agent no.1 to be available). I then speak to a totally unapologetic and listless agent 1 who I then ask to speak to her manager (Jacinta)who decides to keep me waiting online for a long time before actually picking up. Also, totally unapologetic and patronising, it felt as though I had to ask for the customer service that should be part of the experience. Using very condescending tone, she basically tells me I need to wait another 48 hours before getting any more feedback. Shocking and so very disappointing to say the least