I think you have it.
These used as new complaints are very different than suspensions. Oneida excels on account suspensions. The key thing here is you reviewed everything you are supposed to, found an issue, and have a way to address it.
I would put escalation request in the title. I feel you have done your homework here.
– Greater detail on the root cause(s) that led to the complaints about the condition of your items:
The tool’s plastic handle is not perfectly smooth, which is normal for items made by machining plastic.
The handle is meant to be rough not smooth; machining marks on the handle make it easier to grip.
A customer received one of these and thought it was used. It was actually received as manufactured.
– Greater detail on the actions you have taken to resolve the complaints about the condition of your items:
We have improved the description of the tool to better set customer expectations. We have added to the bullets: ”Hand-made in USA - machining marks are to be expected and make the tool easier to grip”
We have added also improved the photos to give more of a close-up view of the item.
We have new labels on the tool boxes will notify the purchaser of the characteristics of hand-made items.
– Greater detail on the steps you have taken to prevent future complaints about the condition of your items:
Here you tell them what areas you can review for customer issues. There are some things you have done to acquire this information that you can communicate to Amazon you will review in the future.
I believe you are finished with the first 2 bullet points. Your next step is to figure out how you can look for potential problems in the future.