Five Two Wool Dryer Balls

I was gifted a pair of Five Two oven mitts several years ago and love them so much that in the last few months, I bought 5 more pairs (2 online and 3 at Target) for my family and friends.
I was surprised that my friend came back and told me that his mitt melted when he grabbed a pot from the stove. Since this is a quality issue, I contacted the manufacturer which is Five Two customer support. They were responsive and were ready to help until they learned that I bought this via Target. Then they backed off to say that since I did not buy it online, I have to go to Target to get a replacement. However, Target does not carry these mitts any more and my friend is stuck with a pair of bad quality mitts.
I am extremely frustrated with their product support. Is it that the quality of the mitts are inferior if bought at a retailer that they don’t support them? Most companies provide product support regardless of where it is purchased. I am no longer recommending this mitts to anyone since quality is inconsistent and cannot be guaranteed.