Pathetic Customer Service

The parcel I sent out got damaged while in transit with courier guy. They re-packed the box with the damaged goods and delivered it to my customer, without notifying me. They don't want to accept liability for their mistake and claims the parcel was not mishandled etc. I never experienced a problem with them before but after this incident I won't support them again. (The agents did not advise me to take out insurance on the parcel although they knew the parcel was fragile. Now I have to carry the loss to replace the goods).