Fastway blames their client (and ours) for THEIR mistakes!!

We have been using FastWay for almost 3 years. For most of that time, we've had good experiences with them. However, our last experience left us very angry and hugely unimpressed. Here's what happened. We shipped a delivery to a client via FastWay. When the parcel was not received within the expected time, our client contacted FastWay to find out what was happening. He was told that the box was damaged and the shipment would be returned to us. My client then wrote to us to tell us about this (at no time did FastWay contact either us or our client - we had to contact them). I immediately went onto the FastWay website and entered the tracking number. To my surprise, the note said that the parcel was not delivered "as the consignee (ie. our client) could not be located at his address". I then contacted my FastWay branch (Vaal) to find out what was happening. I wanted to know why we had been given two different (and conflicting) reasons for non-delivery. My VERY CLEAR written instructions to them were that, if the parcel was damaged, it was to be returned to us so that we could assess the damage and send a new shipment to our client. The e-mail I received back from FastWay again said that the consignee had just not been available and that the parcel would be delivered that same day (6 days after despatch; should have been 1 or 2). Later that day, we received a very upset e-mail from our client saying that the courier had quickly left before they could check the shipment and, upon opening the box, the contents were broken, damaged, squashed, leaking and basically totally unuseable. He sent us photos showing just how bad this was - it was shocking and quite clear that this was no small amount of damage. In fact, it was very clear that either a truck had driven over it or they had thrown it off the top of a 20 storey building! The box in which the heavily damaged goods were delivered was also not ours; Fastway had simply stuck the damaged goods into an old dogfood box with someone else's address on it (written in felt pen and crossed out) and then delivered this whole mess on our behalf (thus damaging our reputation) as if nothing had happened! We then wrote back to our FastWay branch to complain. The message we received back from Pieter Coetzee from FastWay Vaal was just as shocking. There was absolutely no mention of an apology or even acknowledgement of their mistake. He said that WE had told them to go ahead and deliver the shipment, damaged as it was (despite me specifically asking for it to be returned). He completely denied that there had been a cover up from their side and again stated that it was at OUR request that they had delivered the box anyway. Interesting though, that their website still shows "not delivered as the consignee could not be located". Not only did they make a huge mistake and not take responsibility for it, they blamed their client (and ours) for it!! They have tried to cover it up and justify it, and then **** about it. And, 10 days later, we're still waiting for FastWay to pay out from their insurance for this damaged shipment. I am seriously unimpressed with them and feel that this is a total breach of trust. We have now decided to take the majority of our business to other courier companies. FastWay, you had better change the way you are treating your clients or you'll end up going out of business - there are way better courier companies out there and you're not offering anything that we can't get anywhere else - except lots of **** and stress.