When it's free is dangerous but if I pay R250 then it okay

I bought a mattress at the Kenilworth branch on 13 january 2019 there is a 10 year warranty on the mattress I contacted decofurn to advice there is a problem with the mattress I spoke to Mark at he Kenilworth branch and he advice me to mail him the invoice and he will send it off to the supplier which I did with my contact number below which was stipulated in the email as my wife's number was on the invoice and she's at work, I had to follow up with truform which is the suppliers cause they never contacted me I had to contact them to find out if the received my stuff from decofurn they advice yes they did and they will send someone on Thursday to collect the matters,I took a day off at work for this it's 10am already and I never heard from them I call truform to ask if they still coming the guy tell me the drivers was at my place and they called me so I told the guy that the number on the invoice is my wife's and I was the 1 at home and put my contact details on the email he then tells me they won't send the guys out again as my area is dangerous and they will ask decofurn to swop out the mattress for me.i called decofurn to ask how we gona go about it mark then tells me I have to bring in the mattress and they will swop it out and if he send his guys out they will charge me R250 but now im thinking the area is dangerous to come if it's free but not dangerous to come if I pay R250,I'll never do business with them again that's for sure