West & WillowReviews of westandwillow.com

Picture was completely incorrect, worked with support that took forever to get back to me. Finally got a new design proof sent to me and approved it. Still haven’t received it 3 months after ordering. Stay away. This is a disaster.

I never review anything, and I absolutely loved the West & Willow portrait I was gifted 2 years ago, so much so that I decided to order one as a gift for my boyfriend for Christmas (in November 2022), and the process was an absolute nightmare. Not to mention, the overall quality of the frame the portrait comes in has gone down in quality since the one I received in 2020, as well as the overall painting style is completely different. The frame is less thick, is much more fragile and made cheaply. I ordered the portrait on Cyber Monday, when guaranteed delivery in the US applied when an order was placed by Dec. 8th. I live in Canada, but figured it might make it in time for Christmas. It arrived January 25th, 2023. The portrait was first (supposedly) shipped on November 30th, and sat idle for 2 weeks. On Dec. 12th I reached out to the support team. Not only did they continually address me as BRITNEY (my name is not Britney, nor does it sound like Britney or start with the letter B), but they blamed the issue on UPS saying sometimes the website isn't updated even though the package is in transit; they told me to either call UPS, or they were confident it would arrive within 7 days. They never confirmed the shipment had left the West & Willow facility after asking for confirmation it was no longer in their possession MULTIPLE times. Fast forward to Dec. 20th and the same customer support agent now gave me an update.... that my order was now ready for SHIPMENT. Being late for Christmas is not a big deal, I understand there are delays and that was never an issue for me, but they continually mislead me about the status of my order and I was left in the dark since it was "shipped" on November 30th. They processed a replacement on Dec. 20th, and that arrived on January 25th. Completely disappointed in the entire experience and would never recommend anyone go through it. As upset as I was at the time, I figured if I bought the digital download of the portrait I'd be able to show the gift off at least before it got here. Well, after not being able to find any guidance on how long it would take to receive that download, though I thought I saw 3 days somewhere, it didn't come by Christmas. I tried to be understanding, knowing the holiday season is busy, but the digital download did not arrive until the physical portrait did. Not disclosed ANYWHERE on the website, and very misleading. So unacceptable. I have worked in retail and customer service since I was 16 (I am now in my mid 20's) and never have I written a negative review online, but this whole process was stressful, misleading, insulting (still not sure why I was being called Britney) and unacceptable. Not to mention the artwork itself- they gave my boyfriends boxer fur. He doesn't have fur, and didn't have fur in the provided photo. Will be ordering from Etsy the next time I want something memorable for a pet- I've had such better luck. Also selected the sage green option and it showed up grey. Don't waste your time or money. Jan. 31 update: I had replied to an email sent to me confirming my account and had not heard anything back, once again. All four order numbers associated with purchases placed in the month of December were ORDER #374643 , ORDER #332679 , ORDER #392284 and ORDER #393041. March 1 update: was never reached out to from company.

My experience with your company has been horrible! It may have been the holiday season, but that is when you need to up your game. A gift that was ordered and promised before Christmas was not received. Communication is by far the most important part of a business. After trying to contact SEVERAL different times and in SEVERAL different ways, no communication was ever received until I explained my frustration and the only response was "it will be forwarded to customer service in 3 days." Well three days came and went and still NO communication. The only other response I received was that my product was delivered. (A week and a half after Christmas). Not communicating with your customers in my book means a "not trustable business" You have no problem charging my account immediately after the purchase was made yet you can not respond to emails/texts when enquiring about my order. Shame on you. The recipient of that gift left with nothing. I couldn't even say if it was coming. I will not be recommending your company to anyone! Thank you

The picture itself is beautiful, but unfortunately the way it was packaged for delivery left it susceptible to damage. There were no protectors on the corners of the frame and it arrived broken. I don’t believe UPS is at fault. I’m hoping it can be replaced.

I placed an order in November of 2022 for a 3 pet portrait. Once I finally received the portrait it looked nothing like the photos I provided. It was so bad I was so embarrassed to gift it to the person I was giving this too that I couldn’t. Your service team made 3 other attempts to fix it and even though it still isn’t what I would like I unfortunately have already no choice but to settle on it as I’ve asked for a full refund many times and it has been ignored. If it was the pictures I provided I would have provided other photos, but I was never asked too. I’m unlikely to order from here again based off this experience

Can’t get anyone to respond. Order wrong. Horrible customer service.

I was ordered a phone case as a gift for Christmas but the phone case is the incorrect case and is missing detail. I have been going back and forth with two people for over a month now trying to get my issues resolved, but isn’t of it being resolved they just refunded the money and I had to ask whether or not that meant we were getting our phone case or not. Which they said we were not anymore, I am disappointed that the communication was poor and that they didn’t have us do this a month ago.

No one answering emails, order taking five weeks and still the shop app doesn’t update to inform us of what’s going on. Wouldn’t order again.