I think you're right. They said the HW had moderate scratches and I can't find one!Yeah I've had that too where someone said it was fair and it looked brand new, not even a scratch anywhere, and I wondered what fault they were seeing. And I'm picky!! Their standards must be I don't know what. Haha.
Maybe they are trying to cover themselves for any potential bad feedback from people who do that for things totally unrelated to the bag itself or find fault for fault's sake.