Well, when your descriptions say "Excellent condition", "grade 1" or similar language alongside pictures of nearly pristine specimens and then seemingly send the worst specimens (what's the opposite of cherry-picking?) to the mail order customers because the in-person customers won't buy them, that tends to upset some folks and rightly so. And they get more upset when their complaints seem to fall on deaf ears. The customer may eventually get satisfaction but it leaves a bad taste in people's mouths.
Little rust or pitting gets a whole new meaning.