West & WillowReviews of westandwillow.com

Everything! This is a present for my father, of his beloved Chocolate Labrador Izzy. I received a digital portrait of a Black Labrador! Also, I am completely disappointed in the artistic representation. It doesn’t compare to the images you advertise. I feel as though, the images you advertise are not a true representation of the quality of the piece I received. Bait and switch.

I placed my order. Asked to receive it by Christmas. Never heard back from the company. Then a few weeks later (after Christmas) randomly got a notification that my order was canceled. So I rushed and placed an order with another company. I messaged west and willow about getting my money back. They informed me my order was NOT actually canceled. Even though online it says it was. And that I would not be getting a refund. Eventually after fighting with them and threatening to dispute the charges on my credit card they refunded me.

This has been a horrible experience. I ordered 2 pet portraits as surprise gifts for my kids this Christmas. The portraits arrived and I was so excited but when I opened the box I was sent the wrong portraits. Even if they were the right ones I would not have been happy as they were “wrinkled”. I get mistakes happen but this has been the worst customer service experience. There is no one you can talk with at west willow, you submit a form on the website. I submitted my form on 12/19 and also sent an email to the customer support email team. The auto email you get back says: “Your request has been received and is in the queue to be answered within the next 48-72 hours. We are currently experiencing a very high demand for customer service, but please note that we will get to you and we will provide the highest level of customer service.” I did not get a response on my email until 12/23 and now nothing, the rep that had responded is not responding. Super frustrating when you can’t talk with anyone and the support system is unresponsive. Not sure I will ever get my portraits or anyone will respond. I don’t typically write reviews but west and willow kept sending me emails to write a review so here you have it!

Horrible customer service. No response and continued to use the wrong order number for the one that was missing.

I received the wrong order. I ordered a three pet portrait of my three dogs. What I received was someone else’s single portrait of a dog named Brewer. I paid $130 for this as a Xmas gift so it was upsetting opening it and it wasn’t even our dogs. And then the customer service response is so convoluted, I ended up getting a “replacement” order without clarifying what I’m getting first with an actual person. I’m hoping whatever comes is actually our dogs

I contacted support on Monday haven’t heard a word I placed my order so I could get the sale 20 percent my order did not reflect the sale I wanted to cancel my order and try to reorder or I wanted you to give me a credit for the 20 percent

I paid for but never received my order. I have reached out to customer service multiple times and have received zero response.

Ordered with plenty of time to receive by Christmas. Got notification that it was delivered on 21st-which it wasn't-still don't have it. Had difficulty reaching live person to understand/rectify. Told yesterday that sending out a "new" one-very poor first time experience.