Remember that the internet is full of smiley young people who've done a two-week teaching course and think that they're experts.
Lucy is very pretty and charming, but she's far from an expert. She's taken one rule - that you can't use 'that' in a non-defining clause - and extended this idea to invent her own rule that you therefore must use 'that' in a defining clause. This simply isn't true.
By the way, some of her other explanations are also doubtful, especially the first who/whom question.