Update: The reply from West Elm below says it all and is a great illustration of just how bad their customer service and PR is. I'm a leadership coach and am always interested when a company's top team lets this be the customer-facing approach. To just not care so visably is, I'm sure, not what they want as their USP. Just to be clear on the situation for anyone making up their mind whether to buy from this company, we had the table outside for one summer, used minimally as we travel a lot, followed by storing it covered, as per their instructions, for the fall, winter and early spring. The paint has flaked off all over the top of the table, making it look very unattractive and clearly of bad quality, and due to the construction, it can't be sanded to repair it. Indeed, they have never offered to repair it (even though it was within a year of ownership), a nor have they offered a colour matched paint which if it were possible, we could have at least tried. Since the first polite email from us their attitude has been 'not our problem, sort it out yourselves'. Interestingly, they have discontinued this item now which you would hope is because the product is of such bad quality, but they said it was because they simply changed their product range. Either way, I would go literally anywhere else only due to their customer service and quality of product. It's a shame as their designs are great and the showroom staff are lovely, but unfortunately if you can't trust the quality of the product and you have a massive problem with the back end of your customer service dept, and ultimately with the leadership team who should be all over this, it doesn't matter how good something looks in the showroom, you will always be a company who people are happy to leave behind for another who demonstrates some aspect of care. ______Original post: Absolutely awful customer service and product quality. We bought a Portside outdoor table and chair set which lasted one season before the paint started disintegrating. We contacted them to discuss it with them and they said that we needed to paint it each year. It’s not possible to do this with any neatness due to the construction of the items but anyway furniture of this cost should definitely last more than one year. We stupidly spent almost £3000 on the whole set. I would definitely go elsewhere in the future and would have given 0 stars here if I could.
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