Bad service

I am writing to express my deep disappointment and frustration with the service I have received from Lewis store , I bought a double bed from Lewis and they told me it's a great quality but after few months the base set broke and the bed has small stains...I sent them a complaint and they told me I must pay a R1000 for them to give me a new mattress or i have to remove the stains first before they can come and fix the bed....I'm frustrated because i pay them every month without delay.... it's either they come and take their bed or they give me every cent I have payed 😡😡😡