Response and Collection of damaged goods

I sent an email on the 5th Dec (reference number 903185) stating the the shoes i bought and worn approximately 4 times had broke and request a replacement, I heard nothing. I emailed again on the 8th December, 11th December and 12th December (with a new reference number of 916458) and still heard nothing. I have been shopping with spree since April 2015 and since black friday 2017, i find the service shocking to say the least. Orders being cancelled even though payment has gone through on my card and now the simple response as to replacing my shoes. Spree if you're under new management or whatever the excuse, I will have to move my order to another vendor if i dont get some kind of explanation :(