Dell return - Broken display delivery issue

I have sent my xps 2720 for repair to Dell 2 weeks ago paying the 35ish GBP for delivery both ways.

After an astronomical quote to repair it (445GBP for motherboard and HDD) I decided not to ask Dell to repair the unit but rather to be returned as it was received. My plan B was (still is) to try to repair buying the components myself or via an authorised repair centre.

Long story short I wasn't home when the computer was returned last Friday but my house mate received the parcel from UPS instead signing the receipt acknowledgement.

Today, first day back after the holidays, I opened the (damaged) box and found the screen of my 2720 badly cracked. Totally unusable.

Have sent an email to both Dell and UPS and will wait until the replay but I have a really bad taste in the mouth about this one...

Any tip/advice?

thanks