Terrible service

Ive ordered a jacket on spree for R569. The first payment didnt go through, spree send a email to click on the link in order to try to do the payment again. Ive made the payment. Spree cancelled my order and havent paid my money back. It has been 2 weeks. They dont answer the phone. :'" all our customer support engins are currently busy". Ive tried to phone 5 times per day the last 3 days?? Spree was my favourite online shop, but I will never ever buy something for this company again. Very disappointed