No communication and poor service

On 19 Jun I placed an order with Spree. I was advised on 20 Jun that the order had left the warehouse, presumably collected by the courier company. The order was eventually delivered on 26 June. The problem was that it wasn't my order. I contacted the call centre on 29 Jun and the automated voice advised that they were experiencing high volumes of calls (not surprised!) and to send an email. This I did immediately. To date I have had no reply to my email, bar an automated response to advise that it had been received. Since then I have only called, 1st agent was prepared to help, but she needed the order no of the incorrect box I had received (an invoice no was not good enough). 2nd agent was just down right rude and I believe she did nothing. on 08 July the lady who had my box contacted me as she had no joy from the call centre, so I called them and gave them her details. I have called them everyday since and they promise to call me back, but every day I have to call them to hear the same: query has been escalated to the warehouse and need to contact them for feedback and they will call me back. I would request a refund but reading Hello Peter that would be a waste of time.