Courier Guy smashes flat screen tv

Shocking service. Sent a never used, in perfect condition, flat screen tv to a struggling pensioner couple in Ramsgate. Was packaged in camera at the branch - and I protected the screen with a pillow. Arrived smashed. After weeks of attempting to resolve the senior Management have informed there will be no re-imbur*****t as it was a 'sevond hand' tv and 'not properly packaged'. Disgusted. An old couple I was trying to help now have no tv and a replacement of the same tv will cost me R2500 which I don't have!