Faulty bed

I bought a bed at house and home in Richards bay it came broken and they claim it's the driver that I sent who broke it whereas it's their staff who loaded it in the car.its the mattress which is broken but it was underneath the base and the rope tied on the base.now they refused to change it for me they claim it was in good condition and not broken.i even asked them about the guarantee and warranty but they said I need to pay.it was not even a day when I realised it was faulty.its when I opened it that I realised it's broken and reported immediately.unfortunately my sales lady is on leave.they demand I pay for it in that condition.i really trusted them and their products.when I first reported they promised to look at their camera footage in the loading zone but I think it's when they realised I was right and I was told the cameras were offline that day but I didn't get an answer when I asked when did they realise the cameras were offline.i am not happy.its either the bed is of bad quality or they took it from the floor at another shop and they only had 1 on display where I bought.word of mouth runs fast they will loose customers.maybe if it was someone of another race they'd have changed it long ago without any hassles,I am very angry and disappointed