Heart breaking Customer Care

I have never in my whole experience of being a business owner or just a human being,been so disappointed in a company. We sent hundreds of packages with you, we leave our business name in your " capable" hands, or so we would pray to hope, because your service directly reflect on our customers. Now this is not the first time we have been disappointed by Courier guy, but this was def the worst and most heart breaking. One of our regular customers places another order, we sent the following day with one of your own boxes as the order is big so we need your medium size box, customers sends me a photo of her parcel, box open on side and item missing. Photo taken right after she took out the parcel out of the locker and saw it was open,the box was so badly ripped she could see the inside and thats when she saw one item missing. You can in the photo where the box is in a trolly still where she picked it up at the locker. Did not even go home first.. Now immediatly I let you guys know, I mean its YOUR responsibility to get the parcel safe and atleast in one piece from the outside to the client, and I mean the box is clearly ripped so somewhere a long the line you messed up. And accidents do happen by all means, but take responsibilty. Is that not what you stand for, that you are a Courier Company that all businesses big or small, can trust you with their parcels? I mean this is not a case where you threw a box and you brake the contents and you can hide behind " sorry we do not give insurance", this is a case where you damaged the box so severely that it ripped on the side( I mean its your Pudo box, so you cant hide behind saying the quality of the box was poor)and then if the item fell out or was ****** that was missing only God and that person will know. Point is it was YOUR responsibility to atleast get the box and the contents safe to the client. THEN you reply the following when we informed you about what the client received, sending you what was missing,photo of how the parcel looked straight out of the locker and that the client is very sad and unhappy, I mean she has been ordering a lot from us and has never experienced this from ANY courier company, Your reply copy and pasted: "Hi FASH, The following note has been added to the shipment: Kindly note that an investigation has been conducted, and the footage has been reviewed. Based on our findings, there is no visible mishandling of the parcel. Additionally, the client collected the parcel from the locker without any difficulty, and the box appeared to be in good condition at the time of collection.

We kindly request that you double-check whether this parcel was indeed placed in the box as expected.

Thank you for your attention to this matter."

Then I asked, oky, send me the footage, I mean you are telling me you have footage of the whole trip,since the box was dropped of until it was taken out of the locker, sent it to me then because obviously you are missing something, but no, you do not even have the decensy to reply, you will rather avoid taking responsibility, basically implying that the client is lying and therefor result that we loose that customer's trust BECAUSE YOU as one of the biggest courier Companies in South Africa can not do the right thing and take resposibility of damage you caused. Doing this the damage you cause is much much greater than just the item missing.I am appauled of how you handled this. And its heart braking that you handled it the way you did. Not just the customer but we as well are sad and disappointed because you do not care about our business,And we sent hundreds of packages with you, Its now so scary everytime a client Chooses courier guy as delivery option because we do not feel safe with you. All I can say is, remember when you do not take responsibility for a mistake you clearly made you have a ripple effect on that small business. No business should do what you did. You damaged the box causing it to open, our customer,a very Loyal and long time customer of ours, who have ordered a lot of products this year with a lot more value than this item missing,would def not lie about this. Take responsibility Courier guy, our Business our bread and butter is in YOUR hands.You as a courier should live up to the basic standards. This is heart breaking!!