The thing that is most upsetting is the lack of a response, or even a simple apology! I find it disrespectful as a customer to not even care to reply back or give a simple phone call.
On the issue about shipping, I didn't choose the shipping company nor did I package the item. I think with some additional padding on the side of the box this would not have happened. It would be a simple and cost effective fix. The box is strong on the front and back faces, but really weak on the sides.
I don't think this should happen, and when it does it's the vendors responsibility to correct it.