Whilst I believe that there is an element of truth in what you are saying...

I believe that in cases like this where the buyer is claiming something is black when it is clearly not by both the description and the images then you have to be persistent to get around these "bots" you talk of. Even if you get no joy from the CSR then you can politley request to speak with their supervisor. 

This is clearly a case of buyer remorse dressed up as Not As Decsribed.