Chose collection - then no repairs B4 payment

Paid for a Restonic on 31/12/2015. Collected the bed on 13/02/2016. Upon storing the bed, we noticed an estimated gap of 4cm where the stitching missed the material. We reported the defect on 15/02/2016 with the branch and online feedback. Now we were told that Rochester will not collect the bed for repairs, seeing as we did not pay the initial delivery fee of R495 because we chose to collect. It seems unfair as we did go collect. An initial scan was done to see if everything was in tact, but focus was more on the base and not the mattress. The branch is refusing to fix the defect unless I go to the store to pay the R495 and I do not get feedback on my request for refund procedures. It is very disappointing after sales service. Customers are expected to pay goods before they get it, but customers expect they will get what they have paid for-with no defects, especially after waiting 6 weeks.