Item damaged during transit by ram hand to hand courier

It is with a heavy heart that I put this here,I recently sold an item via bid or buy (bobshop)and opted to have the item collected from my residence to be shipped to the buyer.the item was initially collected late which i didn't mind i had packaged the item in plastic wrap with an additional protective layer of plastic cushioning inside as well as a box,on the box i indicated that the item is fragile and they must be careful as soon as the package was delivered the buyer found that the box had significant external damage and when he opened the packaging the item inside was damaged as well luckily for me he had requested video footage of the items condition and functionality prior to me packaging it he then contacted ram customer care and they told him a investigation will be done and he will be notified of the outcome so I then sent an email as well then they told me that the matter was already under investigation I then contacted Bob shop to find out when am I receiving my payment they then told me that the finds had been frozen due to the item being damaged in transit so I sent another mail to ram explaining how unacceptable this is and throughout all the mails that were sent not once did they even apologize for the problem that they have caused and those funds that have been frozen need to be used to fund a non profit project that needs to be completed before the end of the month but then it was radio silence so I decided to call Bob shop courior team and the agent that supposed to be helping us was never available to take my calls so I sent a mail they then sent me a mail back saying that "their courier partner ram will get back to them with feedback not to me nor to the buyer it's now 3days later and the issue still hasn't been sorted out this issue was not caused by me nor the buyer it was caused by ram and their absolute lack of regard for their customers and their customers items due to this i cannot continue with my non profit project as the funds that were supposed to be used to complete sed project has been frozen by Bob shop pending the outcome of ram's investigation.after this experience I would not advise anyone to use the courier company in question as they have poor business ethics and poor customer service.