You can't call this good. They are fucking up on purpose and have made a calculation that most people won't notice and it's cheaper to refund the few that do. That's terrible customer and feels very unethical.
Good customer service should start with not selling customers counterfeit crap in the first place. Instead, the phrase "customer service" means something extremely specific, i.e., a good return policy for customers who realize they've lost at Amazon's game of counterfeit roulette.
To me, "service" encompasses the entire experience of dealing with the company. A company that makes mistakes and fixes them quickly shouldn't be considered better than a company that doesn't make mistakes in the first place.
It is borderline criminal. If they were not such a large organisation they would be charged with facilitation. They are knowingly allowing the sale of counterfeit goods.
You go down to a street corner and sell knock-off Prada bags and you will be arrested. You let someone sell counterfeit goods from your store and you are an accessory.
This will only change when Amazon are held accountable.
