Recently, I received a train item that was inadequately packed: the train carton was merely placed inside a roughly "spliced" outer carton with absolutely NO packing material around it - some 3" of open space! 
Consequently, some minor damage, though damage nontheless, occurred. The train box was also dinged pretty bad on both ends.
To be fair, the dealer, an OGR Forum sponsor, generously offered to pay return shipping and give me a refund. I mainly wanted to inform him of the insufficient packing job, so he could advise his shipping folks. I decided to keep the set of cars and attempt a repair. The other three cars were undamaged.
After disassembly of the damaged car, it was determined that it was not easily repairable.
Then, I ordered another set of these cars from another well-known dealer, with the idea of having a longer train! I did specifically request that this dealer pack the set VERY CAREFULLY even if it cost more!
C'est la vie! 
