Russell, being the title at the company he's at, is just as responsible as any of the workers who packaged your order. As long as he supervises, trains, and hires these employees, he should take the full responsibility that he has as being 100% his fault. With the position you have left him in, he has no choice but to pick up from the employees slack and take the losses by offering you a refund. Something needs to be done on Russell's end to straighten things up a bit.