Internet Express dropped my monitor in transit, then blamed my packaging – refused to take responsibility for clear courier negligence

I am writing this complaint after Internet Express (courier used via Bob Shop for order ***) refused to accept any responsibility for damaging my monitor during transit. The buyer received the monitor cracked and unusable. Photographic evidence showed the damage was consistent with the parcel having been dropped. Internet Express and Bob Shop both admitted the packaging had only a single layer of plastic and a cardboard box with no internal cushioning/bubble wrap. They used this as the sole reason to reject the claim, stating the item was "insufficiently packaged" and therefore the claim could not be treated as courier negligence. Key points:

This was not the first time Internet Express shipped a screen for me. Previous shipments of similar items arrived without issue. After the buyer's photos confirmed the screen was destroyed, I initiated a return. Collection was delayed, and the process was poorly handled. Internet Express and Bob Shop closed the ticket (***) while continuing to shift 100% of the blame onto packaging, completely ignoring the clear evidence that the parcel was mishandled/dropped in transit. I repeatedly asked for accountability for the courier's negligence. Their final response was simply that the lack of bubble wrap rendered the packaging inadequate and the claim would not be processed.

As a result I have absorbed the full cost of the damaged item and related expenses. Internet Express failed in their duty of care as a courier, then refused to engage meaningfully once the damage became undeniable. I will not use their services again and am pursuing this matter further. I request a proper investigation into the handling of this parcel and appropriate compensation for the loss caused by their negligence.