West & WillowReviews of westandwillow.com

My husband ordered a dog portrait last year for me for Xmas, and it is perfect. It looks just like her. He had no issues. I decided to surprise him and get the other dogs made. I paid $30 for SKIP THE LINE. I ordered 2 separate portraits, and paid almost $300. The original email confirming my order said that I'd receive shipping/tracking information in 5-7 business days. I ordered on 12/9. So it's been 2 weeks (or this would be business day 11) and I have yet to receive any tracking information. I've sent 2 emails (no replies) and messaged them on facebook (message said "our team will get back to you shortly"). They have no order updates on website, and after reading all the terrible reviews from the last few days, I'm terrified that if I EVER RECEIVE it, they're not gonna look anything like my dogs (because that's what most of the reviews are saying for the customers who actually received their orders). When I check the order status it says UNFULFILLED. This is ridiculous. You can't promise delivery by Xmas and then not even START THE ORDER YET when it's 4 days until xmas!!! HORRIBLE customer service. HORRIBLE experience. Just absolutely confused how a company could be THIS TERRIBLE. This was supposed to be my husband's xmas presents, and now he has no gifts to open on xmas.

I ordered two prints/ pillow/coffee mug on 11/6 and yet to see anything in regards to it. They were Christmas presents. I was concerned the company was a sham bc I emailed customer service 5 days ago and still no reply.

This was the worst experience I have ever had ordering something. Not only did someone reach out to me to say you lost the picture twice but I ordered 2 pictures of 2 separate dogs and it took a week for someone to tell me which dog they lost the picture for. Then it took 4 weeks for the order to get delivered and the order was WRONG. The incorrect order they said is going to take another 2-3 weeks and this was a Christmas gift so it’s basically useless now. Will never order from here ever again.

I placed my order 11/27. I have received no acknowledgment on it being completed or shipped, it was promised for Hanukkah. I even tipped the artist (without seeing the work) my second order had only been partially received. Customer service hasn’t responded. Other feedback, the product should emailed prior to sending out for approval. This isn’t a photo enlargement, it’s an artist rendition so approval would be appreciated. As for me, disputing the charges may be my only option since there’s no communication. To be clear, I placed 2 orders, one I received (though the last 3 pieces arrived on 22Dec. The first order has not, not has it been acknowledged.

Ordering was easy, however I was sent the wrong item and the replacement will not be shipped for several weeks. Unfortunately, even though I ordered in time for Christmas, I am still without a Christmas gift to no fault of my own. I also haven’t been given instructions of what to do with the wrong picture. Someone else is surely missing it too.

I placed an order, then I canceled within 30 minutes because they couldn’t get it to me on time for the holidays. And now they are saying my pictures don’t work, but I asked them to cancel in December 10. And they haven’t refunded me yet.

Horrible customer service. I have asked for a refund numerous times and not gotten a response I am extremely dissatisfied with the customer service.

If I could give a zero, I would. This is hands down the WORST customer service I’ve ever received at a company. I ordered 5 portraits for my parents Christmas gift and they are expensive so it was their only gift this year. I ordered on Black Friday 11/25/22 and received an email that my order was confirmed and I would receive tracking within 5 to 7 business days. Given that I ordered on a holiday weekend I know companies can get overwhelmed I waited two weeks before reaching out to customer service for a status update on my order. BIG MISTAKE. I reached out to them on 12/11/22 for a status update for my order via email since they have no telephone number to contact anyone. I didn’t receive a response from them until 12/15/22 notifying me that my order is ready for transit and I would receive a shipment confirmation. I never received a shipment confirmation so I reached out the next day asking them for an update. They responded on 12/18/22 telling me that I didn’t upload photos to my order and that they were missing and they could not fulfill my order. I called them out on their lies and stated it was absolutely ridiculous that 3 weeks after my order (of which it won’t even let you checkout without the photos uploaded to the item so clearly an error on their part) that they don’t have my photos. So then I responded right away asking what happened and why I was being notified 3 weeks later. Well the truth came out on 12/19/22 that they had a system error that affected my order and lose my photos! So I responded right away asking them to let me know if I could still get my order by Christmas. No response. Messaged them on instagram, no response. I sent 3 additional emails on 12/19/22 asking them for updates, sent them photos and asked that they make this happen so my parents have something to open on Christmas morning. I asked them if they could not make this happen to give me a refund. Well after two days of no response and leaving me in the dark thinking the whole time my order is being processed and fulfilled, they sent me an email on 12/21/22 stating that my order was cancelled and refunded because they could not get it to me by Christmas. Meanwhile they very well had plenty of time to fulfill my order and rush ship it to me. So now here I am on 12/21/22 trying to scramble to find a replacement gift for my parents that will never get here by Christmas. Christmas gift ruined and will never order from this shady company again.