A West Elm spokesperson told BuzzFeed News in a statement on Tuesday that it follows "industry-best standards with commitment to quality materials and manufacturing and rigorous third-party testing." "We also take customer feedback seriously and strive to be as responsive as possible," it added. But the prices are high enough that plenty of customers expect better. The furniture retailer, which is owned by pricey kitchenware chain Williams-Sonoma, isn't a stranger to quality complaints.