I have a hard time believing that he’s shot a 12G before.
Anyone who has knows they will kick, and take away the stock and your shoulder and that kick has to go someplace.
Is this guy at fault?
Probably not. My guess is he’s a very new shooter.
Whoever put that shotgun in his hands is at fault.
Shoot safely, and bring shooters up slowly. Start with a .410 and work their way up.