West Elm defective merchandise and no refund

I returned a concrete coffee table that had cracked within a few months of purchase.  Delivery was a nightmare, and getting through to customer service and having the table picked up was even worse. 

I was told I would get a refund when I refused a replacement.  5 months, numerous line customer service personnel (each of whom told me the previous person gave me incorrect info), and 4 supervisors (each of whom also told me that the previous supervisor gave me wrong info) I was told my only option is a gift card. 

I don't want to step foot in this business after my recent experience, let alone spend $822.17 there.  They never call you back, regardless how many times they apologize.  You can look forward to interminable holds when you try to get through.  I advise not trusting this business.