THE WORST SERVICE EVER!

In June I sent a carton with among other things, a glass candle stand. This item was wrapped in bubble wrap, in a secure cardboard box, surrounded by more bubble wrap and then in a strong cardboard box. The waybill detailed FRAGILE, as did the 5 FRAGILE stickers on the outside of the box. Upon receipt my client called me to inform me that the box was crushed completely on the one side and the glass candle stand damaged. She contacted the operations manager as advised by the driver, who was very nonchalant, and told hr to email head office. I sent pictures and a full description of the event to my contact Elize Walters at their Port Edward outlet. Elize tried for a few weeks to get video footage of this delivery, to no avail. At that stage I asked for a refund of the costs of the courier fee to send a replacement candle stand. Eventually Elize offered to pay out of her own pocket! I wouldn't hear of it and she suggested I contact her area manager Janita and asked her for a refund. By this time I was very angry and disappointed, and asked for the cost to replace the broken item aswell. Janita ignored two emails from me. I then emailed their head office on Monday 17th August 2020, and copied Janita. Mr Johann de Lange and Stephen Gleisner both read my email, and to date have not had the decency to even respond to my request! The only reason I have remained with this organisation (I run an online retail store) is because of their Port Edward staff. I am considering cancelling my business dealings with them as I do not enjoy being ignored! If one of my clients has a problem I attend immediately - it's good business practice and common decency.