Fragile items

I've done the online once-off service e-waybill and captured that my parcel is fragile... I received an email to say my parcel is damaged... I reply by saying that I mentioned on the waybill that it is a fragile item, to which they respond that they do not transport fragile items? So be warned about this statement! I did not see any notice on their website or when completing the waybill, that they do not transport fragile items???