West & WillowReviews of westandwillow.com

Did not receive order

I did not like the picture at all. It did not even look like the photo I sent. Very disappointed and I plan to return the photo.

Terrible experience all together. Placed order in November, weeks later got message that they lost the photo I sent and needed a new one (no big deal). The phone case finally arrived 5 weeks later and not only was the image too dark to see detail, with an ear cut off, but it was the WRONG SIZE CASE! They quickly fixed the image and sent me a new case. The second case arrives and once again it’s THE WRONG SIZE! They have a no-refund policy and were reluctant to refund me, but after messing up the order twice they conceded to giving me back my money. Quick to respond to issues, but quality control seems to be lacking.

I loved the idea of this but the hassle is not worth it. It is pretty expensive for what it is and the quality is not really that good. I ordered for Christmas and when I received my order I was extremely disappointed. They do not offer proofs before they ship out your order or refunds. If they did offer proofs it probably would cut the hassle in half. I went thru the proper channels to get my order adjusted “to my liking”. After getting similar emails from their customer service for over 3 weeks I finally received a revised proof. When I had enough of the run around I asked for my money back and the very next day they sent me the proofs. I was still not happy with my order but decided to just settle with it so I did not have to deal with their poor customer service any longer. It was very clear they were over their heads and can’t handle the order load. They give you very generic email responses that you are top priority and will keep an eye out every so often for you order status.This lack of service seems to be a common problem. For the cost it is not worth the hassle of going around in circles. I told friends and family that this is not worth it and don’t recommend.

Customer service was horrible and not helpful at all

First print arrived damaged. The print was warped and the frame was coming apart at one corner. After multiple complaints to customer service, they agreed to send another one. Despite clear instruction in correspondence, they sent the second one to the wrong address (mine--it was a gift for someone in another state). I asked for a prepaid label to ship to the correct address and they refused, though did issue a partial refund that would cover part of the shipping. Before shipping I opened the package. The frame is coming apart in all four corners. The cracks in the corners are big enough that you can see through them. The frame is extremely low quality for the price.

The portrait did not look like my friend’s dog. So I contacted them and they redid it. They said 3-5 business days and it was 2 weeks. Looked a lot better. Shipped it out and it was supposed to get there on a Sunday, but didn’t until Wednesday. And when my friend received it, IT WAS THE WRONG PET. Took them over 24 hours to respond to my email. Said the right one is going out, but it’s now been almost 2 months since I placed my original order. And it isn’t like this is an inexpensive item. Almost $100 and all these problems. Ridiculous.

The company ruined my family's Christmas gifts by sending duplicates of one mug and not sending the other one and then being nonresponsive via email for over 2 weeks. It is unacceptable. I also had to ask 5 times to get refunded for the skip the line charge that was obviously NOT what I got. I will never order again.