Refund for bad service

I bought a bedset online the restonic embassy for R6999 last week, the day it was delivered I discovered that it's too big interms of height I then called customer care the following day to request for exchange, they then asked me to send pictures of the bed and because the picture that I sent didn't have the plastics that came with the bet I'm now told they will deduct handling fee of 15%. The plastics that came with the bed are still here and it was the delivery driver who removed them for me so now I'm not happy with the services from sleepmasters and I'm requesting that I get my full refund I will buy the bedset somewhere I will receive good customer service