I wonder if this is a function of you bringing the item to a store. I contacted Patagonia online with a picture of the damage when I ripped my jacket on my chic

I wonder if this is a function of you bringing the item to a store. I contacted Patagonia online with a picture of the damage when I ripped my jacket on my chicken coop, and they had me send it in for a patch and restuff. It's also possible that the type of damage to your gear (peeling laminate) was not repairable, but I would have at least expected a replacement.