Ridiculous

I bought a bed from the bed shop a year ago!!! The bed is sinking in the middle and makes a persons back sore!!! I contacted the online platform where I bought the bed from it took them a month to get me some assistance after I finally decided to pay a difference for them to come take the old one and give me a new one today they say I must pay a delivery fee which I feel is ridiculous!!!! I tried calling Antonie which I believe is the regional manager but his number has been off!!!