Not existing customer service when it comes to returns

On the 9th of May I logged a return # ********** 84. Till today the courier has not been here to pick up the parcel. Calling Spree.co.za's call centre today I was told that the courier company had called twice to arrange a time for pick-up. What a nonsense, as the pick-up is from a business address and there is always someone answering the phone as well as at the reception to hand out the parcel during business hours. Then the agent told me that their policy for returns is up to 10 days pick-up time. As a client I do not care about policies, I care about SERVICE. That service is possible, their competitor Zando showed the very same time, as on the same day and time I logged a return with Zando as well, their return was handled excellent and quick: after logging the return the following day the courier company fetched the parcel, Zando viewed the item 2 days later and arranged the refund. I was kept informed about every single step by email, that's the kind of service one should expect! Spree.co.za can take me off their client base, in the future I rather go for a real service provider instead of having endless trouble...