Pathetic service- poor complaint management from Lisa van Wyk

As a small online business, I rely heavily on courier services to get my product to customers. I've been using Pudo from The Courier Guy for over a year and I'm apauled at the pathetic service I've recieved today regarding a complaint I logged for a damaged package. My customer informed me with images that her delivery and product was damaged when it reached her. I've subsequently lost money as I have to replace this free of charge. Lisa van Wyk was assigned to handle my query and has basically told me that it's not their fault that my package was damaged and that I need to put it in a box in future. My order are packaged in water resistant bubble wrapped mailer bags to which an A5 notebook is further wrapped inside. There is limited movement and the packaging is secure. I'm stunned at the poor customer service from The Courier Guy in inefficiently handling my query and in taking no responsilbity for the damage which was clearly caused by a very heavy object lying on my package. They've basically said it's my fault. Is this how you treat customers let alone small businesses? You have no regard for someone's package and just give us a "too bad so sad" brush off? What a PATHETIC way to do business.