We have all ordered something only to discover that the item has been dinged or even damaged along the way because it was poorly packed.
I have first-hand experience with bad deliveries. I tried something new and ordered a sofa online: good price, stylish, and it would only take a week to get to me. Blissfully ignorant, I placed the order and waited eagerly. The delivery was on time and I started assembling my new sofa. 20 minutes in, I realised that the entire backrest was missing. I took photos and emailed them to the company, which nevertheless claimed that I had received everything. It took nearly four weeks before my claim was accepted and a replacement delivery was sent. That’s probably the last time I order from that company. Of course, on other occasions, everything works perfectly, but we never remember those. We expect things to work properly all the time.