return reference number is ***-1

I logged a return with spree on the 04 January 2016. Their returns policy states that the parcel will be collected within 3-10 working days. <br> its been more than a month now since the call was logged and the parcel is yet to even be collected. furthermore, the item will then go through a quality check, a further 2 days, and then a further 10-12 days for the refund to reflect in my account?<br> I've received numerous text messages from couriers indicating the day the parcel will be collected, however when I contact the number in the text there is no answer?<br> This retracted process has taken more than a month and when the parcel is eventually collected, I suppose there will be a further retracted process to receive my refund?