No Refund in spite of promises

On 14 December Spree collected a return item . I was told that the refund would be paid into my account within 10 working days. I have made phone calls at my expense, wrote numerous emails , to find out why nothing has happened. But to no avail. I was impressed by the speed and efficiency with which my order was sent to me initially, but if this is the way to handle the refunding /return policy, this is the end of the road for me.