Returns system is atrocious

I requested a return on 12 February 2015 on an order placed with Spree. The parcel was collected on 16 February 2015. The problem is that I am still waiting to be refunded. Upon emailing them about this the person said that I did not specify how I would like to be refunded - back to my bank account or credited to my account. When I requested the return I specified I wanted it deposited back into my bank account - and If i remember correctly you cannot submit a return if you do not supply them with this information. Also, if this was the hold up, why was I never contacted regarding this? I was also told that the request has now been finalized but I now need to wait up to 10 working days before the money is paid into my account. A co-worker of mine had a similar problem and waited for over a month to have her money refunded - return was requested end January, she only received her refund today. It seems they are reluctant to refund money back to people - I returned something previously and requested a credit to my account instead, and it was sorted within 3 days. I don't understand why it can take them 3 days to process and deliver an order, but with returns they slack off so much?