I've bought quite a few items from West Elm, including their Box Frame Drop Leaf Expandable Table.
It recently and suddenly developed a split in the wood grain. I contacted West Elm to see if they could provide any support but since the table was purhcased more than a year ago, they said they can't do anything.
The table is 4 years old, which is not long for a piece of furniture that has been treated well and is supposed to be sustainbale. Furniture that isn't built well enough and has 0 support (not expecting it to be fully covered, but SOME accountability and support would be nice).
Not too happy with West Elm. They charged us a large amount for delivery for two items ("White Glove"). The deliveries took a long time to arrive. The second item, which took an even longer time, was damaged and had to be returned (it was a brass table with a high gloss finish and had scratched, and it was sent... if someone looked at it they would have known it should have never been sent). The return has not been acknowledged by their online system, it was returned via UPS a week ago. Pretty amazing to me, especially that I received "AT LEAST" 4 emails a day from West Elm trying to solicit another sale from us. I do not have very many nice things to say about the experience. Except the staff on the phone calls have been pleasant.
