no help from bid or buy

I bought a 50w led on bid or buy in September I received the item but it so badly damaged and poorly packed that I can not believe the item was in good condition before packing I have contacted the seller and he refused to replace the item I then contacted bid or buy and explained everything to Claudia with plenty of promise she mailed me constantly with updates but after 6 moths I received a mail saying I must go to the post office and fill in a claim form and in our past email I told her I tried that but the post office want the sender to complete the form this person is a A+ seller the last time I had a look he received complaints about missing pieces and damaged deliveries how can this person remain a seller and have a A+ rating what happened to the buyer protection plan and how can I solve my problem