I really like their wick stuff, kiln hoody, and triad socks.
Last time I ordered a hoody and some merino base stuff. I sent the hoody back because the stitching was terrible. It was loose with little rat nests and the seam endings had long dangling ends. I probably would have kept it anyway but it wasn't quite right for me. Return was easy and they sent me a label quickly.
I'm not surprised they wouldn't warranty a shredded crotch but it would still be a worthwhile play to retain a customer. There's too many high level competitors in the market for that.