Spree's lack of concern for their customers and service delivery

In December, I ordered a parcel which was delivered within its normal TAT. I had items that I wished to return and had to wait nearly the whole month for Fedex to collect my order. I was constantly on the phone with Spree to organise when my order would be collected and each day was promised the next day and nothing happened. It was also not ideal as I was going on leave and did not want to worry about my parcel. We had to eventually change the collection address due to me being on leave.

Spree promised me a voucher for all of the airtime that I had wasted on them to sort their process out. I received the voucher in Jan (after calling frequently to find out what was happening with the voucher) - again why should I be following up with a company that has done me wrong? I also had to call in to find out what was happening to my refund and was informed that the system hadn't processed it and I (as the customer) need to call in to action the request - what kind of customer experience is this? Having to call in to get money back that is owed to me when the system was meant to process it already?

Little did I know that the voucher was not allowed to be used on Sale items and it came with an expiry date - again not ideal or fair as I was wronged by Spree and had to purchase items from them within a time that suited them. Regardless I purchased items (not my first choice but due to not being informed about vouchers not being applicable to Sale items so I lost out my cart and emailed about that to which no one responded).

I again had something to return and have had almost a month to wait for Fedex to collect the parcel. No one has made contact to arrange a suitable time or give an update on any delays but I have to cart my parcel around with me for when Fedex arrives.

I have raised my concerns with Spree about the poor service from Fedex and they haven't seemed to have corrected the situation as my parcel is still with me. I have contacted them almost daily yet again as I was promised a new voucher post the Jan one to accommodate for the Jan calls regarding my refund and for not being informed on how the voucher works so I lost out.

Geoffrey Ridder and Cheslyn were assisting me but now all I have heard are crickets. I have made contact and left messages for them to get back to me and nothing. I even called one afternoon and the agent promised to give me a call back within 2 seconds but decided to go home after we hung up. I was shocked when Cheslyn had told me that. Why tell a customer that you will call back and then knock off?

I believe that once you promise a customer something like a call back, you deliver. When you promise a customer a new voucher, you stick to it. When you guarantee that you will keep your customer in the loop of their complaint, you mean it.

Obviously Spree does not take customer service seriously. I have reached out on Facebook and nothing. I have emailed and nothing. I am now not being responded to by Geoffrey and it has been 2 weeks almost. Silence is all Spree can deliver and the only thing they can guarantee.

I would love to have my query resolved and the compensation that was promised to be delivered. Also, the Fedex situation needs to be fixed because it is not possible or realistic to wait this long for something to be collected.

Shocked and annoyed Tam91