Spree.co.za's service appalling

I received two items that I had ordered on 4 September 2018. On the same day, I noticed a defect on one of the items. I immediately contacted the Spree Support line to log a return. I informed the consultant that I am reluctant to send the item back for just in case you don't have stock anymore. I told her that if you don't have stock I will keep the item as is. I also made it clear that I want an exchange. A return was logged on the same day. Now while I can appreciate that it needs to go through a quality control check, etc. I was somewhat surprised that this item didn't already have a "quality control" check as they would have noticed the defect. Needless to say I am still waiting for this check to be completed. Then I noticed that my return is booked as a refund!!! So I emailed the Support Centre as I have now been trying for 2 days to get in touch with them telephonically. I was told via email that they don't do exchanges anymore, so a refund will take place. At this stage I totally lost it. I bought this item at a 60% discount. The refunded amount won't allow me to buy the exact same item for the same amount, so I am loosing out. If I knew when I booked the return that they don't offer exchanges anymore I would have kept the item and lived with the defect. I requested that a manager/supervisor contact me to discuss this telephonically as I want the defected item back but I am still waiting for that call. I am extremely dissatisfied in the level of service that I have received. Hopefully when they become Superbalist, the quality and service will improve, if not then I am afraid they won't see me again.