Spree's Service is shocking!

Spree is getting more pathetic by the day? I spoke to Kelly last week Friday regarding my parcel being grossly late. I ordered and paid on 8 October and by 13 October the status was "warehouse to pack your order". I requested her to cancel and refund as I wanted the package for the weekend (I specifically ordered on time as I needed that parcel for this past weekend) and this was not acceptable. Now I get an sms saying that my order is on the way? So the request was not put in? I'm obviously not getting my refund? Or do I get to keep the parcel AND get my refund as a result of Spree's pathetic service?