Hi, be persistent in pursuing the removal. You might have to try several times before you get ahold of someone who can help you. Have the Feedback Extortion policy open in front of you and quote it to the rep and request they review your messages.
Right now i would absolutely want that negative removed, not because of what the buyer wrote, but because of the unfortunate follow-up response.
Not a good idea to name call in feedback, especially when the actual remark by the buyer is a matter-of-fact statement, yet the follow up is full of anger/outrage. It does not reflect well upon you. The point is to show prospective buyers how you respond to a problem in the transaction. A couple of negatives surrounded by lots of positive feedback is barely a pinprick and most buyers are savvy enough to know negatives are inevitable because there are folks who cannot be satisfied.
The follow-up comment in Feedback is the most valuable real estate on eBay. A well-worded response has the power to completely disarm the negative and, in fact, can make the seller more appealing despite the poor rating. Conversely, an ill-worded response can be much worse than the actual negative. Buyers want to feel their concerns will be heard, and that they will be treated with equanimity should the transaction go south.
