Same thing happened to me when I ordered a rack from RBI.

By the size of the dent in the box, I expected the crack to be a lot larger but thanks to Rich's packing job, it wasn't as bad as I expected.

Rich recommended using PVC cement to patch the hole. Other than the the aesthetic issue with the fix setting off my OCD, the rack is fine.

UPS is just rediculous sometimes. FedEx ground seems to be a little more gentle with their shipping.