Poor after sales service

Bought a bed set and extra mattress in November 2020 and had it delivered at a cost of R500.00. Noticed that the cover material of bed had a tore and informed them on 28 Nov 2020. Jarred responded 2 Dec that the picture has been forwarded to the factory . On 14 Dec I had to prompt for feedback and was promised that they will call the factory that day. Gary then contacted me and I had to resend the picture . He informed me that it is too late to query with the factory because of the Dec closing period , but he will follow up in January 2021 and get back to me. End January , after receiving no feedback , I went to the shop and was told that I need to bring the bed on my own cost or pay R500.00 again if they have to collect the bed which I refused. They were not even prepared to meet me halfway on this