Bought a bed at House and Home Pavillion in 2017 which has a 10 year warranty

Bought a bed at House and Home Pavillion in 2017 which has a 10 year warranty. Found out That there are holes on the sides of the mattress which is caused by metal rods. I sent an email stating the problem and was told I must pay R3500 this was restonic beds then House and Home sent an email I must pay R4000. I just want my mattress repaired. I will never buy a restonic bed nor will I by from House and Home again.