I have not had this experience - but it could happen. I would contact the manufacturer directly - I still cannot imagine a manufacturer of any decent reputation NOT looking after a customer.
I have worked in the paint industry for many years - and have been on many jobs looking at failures of one kind or another. I have never NOT helped the customer out in some respect.
Independant dealers use their paint suppliers labs, facilities, and their sales reps knowledge and experience to solve problems too, and believe me - those dealers look for refunds if they have to reimburse a customer.
I would think that it is likely an experience thing - store personnel - either big box or mom and pop - with good training in handling customer complaints handle them well.