Late on delivery of order(s) and refunds

I've placed and paid for an order on the 16th January 2015 and to date still have not received it. I have followed up with Spree via telephone and numerous emails and their excuse is they have been delayed with the Sale. That is not my problem and should not affect me as your paying customer. Do something to your business processes. The funny thing is I have placed two other orders after that and have received them. The status for my order on the website says packing your order. really? It takes that long to pack and ship an order. I'm awaiting a refund since 8th January 2015 and to date have not received my money back. I submitted another return two days ago and no one has contacted me to collect. I'm truly disappointed with their service delivery and will not be making future purchases.