I didn't notice if there were dimensions on the website, was this an average sized menorah? Like about ten inches high, little over a foot wide? If so, i'm having a hard time believing that she dropped it more than once. I mean, even if it was a very heavy solid glass, it's not going to weigh more than she can carry.
Also, anyone who ships a four hundred dollar glass ANYTHING is going to pack the heck out of it...styrofoam cut out that it fits in firmly with a lid, packing peanuts, that plastic sheeting and bubble wrap on the innner lid of the box. It's also going to be marked "FRAGILE" all over, probably even "FRAGILE: GLASSWARE".
The point is, you can usually drop a package of glass pretty hard and not destroy what's in it.
I think that she opened it and broke it out of meanness, or just pitched it up against the wall, then opened the package to be sure the job was done. Why? Well, it came from a Jewish company, she's nuts, she hates you....reason doesn't matter. DQ broke that menorah, and I think that she did it on purpose.
I think that she owes you four hundred dollars and a sincere apology. And I'd file a police report, as well as a complaint with the HOA about what has happened.