Received costume bottom without the top and unable to get a response/refund

We received costume bottoms instead of the set for my daughter who is 9 years old. When I called the first time they said they don't have any spare costume tops. I have called 5 times since to see what they going to do as this has never happened to us and every time they assure me that they will refund me but for the last 2 weeks I have not received a refund or a reply to one of my emails. I now cannot get through to Spree on the phone even at 7am in the morning when they open. I have held for 20 minutes and had to hang up as this whole experience is costing me money and time. So much admin and i have been a regular Client since they opened. I have spent so much with the Company and as a regular Client i feel very disappointed. All I need is one response to one of my emails telling me how they going to sort this out.