Drivers broke our product, helpdesk said there's nothing they could do

The drivers broke our container, the ladies at Langenhoven park said they products leave Bloemfontein to JHB although our package was headed to Bothaville we don't understand why via JHB, they said if they bring it back wr gona have to pay meaning theybwant to deliver it as it is or else we pay which is unfair.