Water damage parcel

I have been using PAXI for over 3 years now - and had excellent service and delivery - but just this past week I sent out a set of documents to Kimberley - and when it arrived and signed for - and once it was opened it had been water damaged during transit - the receiver sent me photos - to which I went to my sending store - P6217 Queensmead Mall - to ask them to send a new set of documents for FREE - and after nearly of 30 minutes of phoning - the control on the phone said to me - there is nothing they can do - the receiver signed for it - and therefore it was not they fault. Question - How is it possible to see the water damage until it was open - I was not asking for a refund - just send the new documents for FREE. The controller had no idea what customer service is - and when I said I would take my business to another provider - she just kept on saying - it is not PAXI fault ? In 3 years - only 1 bad delivery - but the attitude of the controller and the customer service - speaks volumes