What’s the use of a waybill?

Been using them for selected smaller packages for a few years. But never te transfer furniture. Service on packages has been great till now….. Last Waybill was clear on which packages to collect but they also collected an antique leather armchair which was destroyed (leather torn and badly chaffed during transfer. They then re-wrapped it to transfer blame to auction house….I escalated the issue in group but the reply was simply “we collect everything handed to us” not withstanding whether it’s on the waybill or not. The damage was thus left in my lap.