Decofurn horrible service

Worst customer experience ever!!!! I logged a complaint online regarding a broken couch and bed purchased less than a year ago. I later received an email stating that this would be exchanged. I was then prompted to pay a dispatch fee for this exchange. I have been calling the company and have spoken to a manager who is very rude arrogant and refuses to listen to a customer. How do you expect a customer to pay for a broken items exchange.