Spree doesn't deliver on promises

I have been a very happy Spree customer since last year, until I tried to return an item I was not satisfied with. I lodged a return on 20 January on my account for an order I received on 19 January. The website said to allow about 5 to 7 working days for collection. When by 28 January the collection hadn't taken place, I contacted the call centre. The friendly agent told me there was a problem on their side and she would process the order manually and request an urgent collection. I then waited .... and waited. By Tuesday 2 Feb I enquired via e-mailed why the collection hadn't taken place. On Wednesday afternoon a courier company called to ask if someone would be at home to collect on Thursday morning. I said there would. It is now Friday night and the box is still sitting where it has been for more than 3 weeks! And then Spree has the audacity to send me an e-mail on Wednesday to tell me my request has been solved! Really Spree?? I have been recommending you to friends, but will most certainly not any more, and don't think I will be using you any time soon either.Quick to take your money, but slow to refund is not the way to win customers. Very disappointed.