Pure negligence from the Courier Guy

On Monday the 18th of September 2023 I made use of Courier Guy’s services to courier a glass side table from Johannesburg to Empangeni. I have used their services many times before to great satisfaction but now I’m led to believe that complacency has set in and not enough care if given to what is being couriered. I covered the side table well and even put enough stickers to indicate that it was fragile and which way it needs to be up. Tuesday the 19th I get a message to say the glass table was broken. From the picture sent you can tell that it broke probably because something heavy was placed on top of it or wasn’t handled with the prescribed care. Because I wanted to ensure that my customer gets what they ordered I went and procured the same table (an obvious loss on my end but customer service comes first), covered it extra cautiously, put more than enough stickers to indicate that it was fragile. To my dismay, on Wednesday morning, the 20th of September, I get another message to say the table broke. From the picture and the way the glasses splattered, it shows that it was dropped. This complacency and negligence from Courier Guy is uncalled for. The indemnity form we are made to sign now seems like a ticket we give the company to just carry our parcels whichever way because they know the will not be held liable should anything happen to the package. They absolve themselves from taking any form of responsibility and thus do not care what happens once you’ve made a payment. To add insult to injury, they have a nerve to send a message to casually mention that my parcel is broken and without any care, let me know that the parcel will be sent out for delivery if no response is received in a day or if I wish, the BROKEN parcel can be sent back to me and there will be a return charge. In which universe does this make sense? They will deliver broken pieces of glass, or send broken pieces of glass to me at a cost! Two parcels broken in as many days! Appalling service to say the least. Customer satisfaction is the least of their priority thus the indemnity to allow for the carelessness to be the order of the day when handling customer packages.