Lost box - couldn't care

My elderly mother (81) recently moved from Stellenbosch to George.

A box with kitchen equipment was lost in the move. It contained three cast iron pots and smaller kitchen items (mixing bowls, sieves, graters, measuring cups, etc). Two items were wedding gifts from 1968 and had significant sentimental value.

Eezi Move denied that there was a box missing, and therefore did not go to much effort to locate it. More than 2 months after the complaint, they offered compensation of R500 - clearly much less than the value of the lost items, and no admission of any wrongdoing.

Many other items showed minor damage due to a lack of care.

I'm not sure if it poor service and lack of detail (how can they get the number of boxes wrong?) or if it was simply a matter of seeing an elderly person and deciding not to bother?