In the last twelve months, Med_Express_Sales has received two pieces of negative feedback. The negative feedback in question read: "Order arrived with postage

In the last twelve months, Med_Express_Sales has received two pieces of negative feedback. The negative feedback in question read: "Order arrived with postage due with no communication from seller beforehand." To which Med_Express replied: "Sorry- no idea there was postage due. This has happened alot from USPS lately." In August 2012, another user posted the following negative review: "Items were listed as new and they were used, they worked good but used" In this case, Med_Express replied: "They were new, but you can return them. We'll even pay return shipping!" Looking at this wholly from a customer service perspective, I think that the two replies are dramatically different. In the first case, their reply passed responsibility over to USPS and made no mention of any compensation. In the second case, the reply specifically disputed the buyer's allegation, but also promised to make things right. I think that most buyers are sophisticated enough to weigh the negative feedback with the seller's response. And, in this case, I think that Med_Express_Sales damaged their own brand with a less than satisfactory response.