First of all, she heard a "thump on the front porch" yet, she never hears what HE says sitting next to her, interesting!
Look closely.
1) The corner of the box has a small dent in it.
2) The Styrofoam around the item shows no damage.
3) the Reporter mentions "fragile, or Handle with care" printed on the box.
Which brings us to Service Terms and conditions, Page 10, paragraph 8 which outlines proper packing, ALONG with no special handling for items labeled "fragile" or, "handle with care"
From what was shown, most likely, the shipper had an item they had not noticed was damaged, and sent it off to the consumer, now the consumer wants to blame us!