The Courier Guy - Utterly bad attitude and shocking customer service!!

Utterly bad attitude and shocking customer service!! Driver collected important director share documents from our business premises which we paid for OVN (Overnight) service from Bapsfontein to George. We made a special box for the documents but was a bit large for the contents so the driver on arrival advised that he will put it inside a courier bag / pizza box which they provide. After 3 days of non delivery and no further update on the tracking details, I contact TCG via their online portal. After back and forth and them trying to locate the "lost" documents, they advised that they found them and send me photos of the docs. Looking at them, they have clearly been damaged and after some investigation they advised that the docs got stuck on their conveyer belt and damaged by the rollers. We request them to forward the docs to the receiver but on arrival (4 days later, not overnight!) they arrive in George. Shortly after our director advises that not all the docs was delivered. We bring it to TCG's attention and request that they refund us the money we paid for the delivery as (1) our documents was damaged and lost by them and (2) we paid for overnight service but our docs was delivered 4 days afterwards! Below is an extract of their response:

(05:40:31) Joe Usher Musariri: Good day, Kindly note you will unfortunatley not be able to claim a refund as we do not cover paper.

(11:19:45) Joe Usher Musariri: Good day, from all the information I have I can see that the documents were in a flyer bag but they were not in an envilope and I do not see any form of packaging whatsoever. If the was anything lost it would have been due to insuficient packaging. But if the documents were in an envilope and still got lost somehow, terms and condition do point out that The Courier Guy will not be held liable for any damages given the contents are documents. As for the delivery, if for some reason It did not happen OVN as booked by you, we would need to downgrade the service to ECO and refund you the difference but in this case both services have the same amount.

(11:34:54) Joe Usher Musariri: You gave the driver your documents but were these documents packaged in any way? Also, please read the terms and conditions attached.

(11:59:17) Joe Usher Musariri: My apologies sir, but I have to take evenrthing into consideration before escalating this any further and that includes the terms and conditions too. (12:00:36) Joe Usher Musariri: These are the same terms and conditions you agree to before you proceed to complete the booking and pay. Because of that, The Courier Guy will not be able to process a refund for you.

What more can I say except to be VERY VERY CAREFUL for this company as they clearly DO NOT value their customers.