IMHO, anyone who's been at this long enough to have done lots of signings who claims they've never made a mistake is lying.  [Not that anyone here actually said that...] We've all been there. But it's EOM, and it has sure felt like it for some of us. That could influence not only a missed instruction, but how we might react to a post about it...
I think the instinctive reaction to a post like yours is likely to fall into two categories, both of which are represented in the comments above. The first is that we have to own up to our mistakes, take responsibility for them, then do what's right. The second is that sometimes we get thrown under the bus when 'stuff' happens. But lesson learned...
I used to prefer the cardboard envelopes, too, since there's no room for docs to slide around and they're less likely to get bent or folded. (I also thought they were less expensive to ship.) But I've noted that some companies have requested plastic envelopes only, so I've taken to using them almost exclusively. (If just a few pages, on occasion I've used both; a cardboard envelope inserted into a plastic one.) I do still use the smaller cardboard ones for very small packages, e.g. just a Deed, that are letter size, so pages don't get folded. I've heard in the past that most FedEx packages go through sorting in Memphis, regardless of the destination, which can be a huge issue during hurricane season. (There's probably many exceptions, e.g. deliveries just to the west coast from here, since, as we know, they have a later drop off deadline.) I don't really know for sure.
As for liability, that's a more difficult one. I'd be pretty unhappy if in your shoes, especially with a company I've never worked with before, and if they couldn't provide any proof - which may give you the basis for pushing back against their claim. But since their instructions did say to use a different envelope, you may have to just eat it (or a portion?). Any chance your LO contact could intercede on your behalf?
Sorry you're having to go through this - and thanks for sharing. I suspect there were lots of lessons learned by folks here who benefited from your experience! Best of luck...
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