West Elm review: bad quality beds and no help from staff

We bought a bed from the website www.westelm.com. We received it quickly, but the quality was poor. My husband sat on the bad and it cracked. We contacted the customer services and the rep told me that the manager would call back. But no one did. We called them several times and each time they found some excuses in order not to speak and return money. Real fraud. I wonder if there are other people, who had the same experience. Can you provide any good piece of advice?