imastawka - thank you for the explanation - but in my opinion way off from what really happens and how sellers really feel!

I was a witness couple of years back when a shoplifer was stopped by the DJ staff.

Not only that he stole  some perfume for guys - but proceeded to hurl insults at the lady who stopped him.

And lady didn't hold back either - calling him quitye a few choice names - then the manager came as well and he joined her in telling the guy what exactly they thought of him!

Then the security from the centre came - and those guys not only called him every name in the book, they also draaaaaaged him of somewhere, kicking and screaming - presumably to wait for the cops to arrive.

I didn't make up my mind on the spot that  "I will never shop here again - these people must be most unprofessional as they didn't remain nice and curtious when confronted with a low life like that" 

He fully desrved it, not so much for stealing, I mean that was bad enough, but by discrediting the woman personally, calling her fat b... - which she was (fat), but that wasn't the point, him stating the obvious was an insult all the same!

And  are you trying to tell me that you are so surprised when you see an angry response in the feed back - when it should have been "Nice and calm" when seller is obviously angry and very upset at the injustice of it all - and certainly doesn't feel even close to being nice at the time.

To me that is a perfectly normal human reaction - much more predictable and not in the least surprising.