West & WillowReviews of westandwillow.com

I only received part of my order and for 3 weeks I've been emailing back and forth with customer service because it's the only way to reach them. It takes 2 to 3 days for them to respond and it's always a generic response with no solution to the problem. I uploaded multiple pets for a picture. They emailed me saying their system messed up and lost one of the photos and asked me to resubmit it. They don't provide any information as to what photo is missing though. I have no way of knowing which pet photo it is and when I responded to the email stating that, I received another email 3 days later tellign me they manually checked my order and there is no issue with my pictures. It's now been 10 days since I received that email. Nobody has responded back to me and my order has still not been updated or fulfilled. At this point I'm filing fraud charges with my bank to dispute it.

Unable to change shipping address even though item hasn't begun being made or shipped.... this makes no sense

I haven’t got update on my order when it will be shipping out I have emailed /messaged like 3 times no response said get back to me soon and nothing and it’s the only way to get in contact with you guys no phone number so would just like to know when my order will be shipped and a tracking number

Why would you time a survey to go out about my experience when you haven’t provided an update on my order or confirmed shipping? It’s been over a week since my order was placed and no status.

I had purchased a portrait and then received a 10% off coupon for the next one. I then received several emails telling me the 10% off would expire, so I decided to use it and purchase another. The very next day, there was a 25% off email. When I asked the company for the difference, they said they could not apply the difference to an order already made. Of course, this is bogus since any good customer service would have allowed for this exception. Their follow-up was awful, and they could really care less about keeping a customer happy.

I placed an order on 10/28 hoping to receive my items by Thanksgiving (11/24). A month’s time should suffice, right? Wrong. After three weeks had passed, I reached out to West & Willow to inquire about the status of my order through Shop (app). I waited a week then realized that email wasn’t anywhere so I wrote again. Within a day or two I received several random emails for promotions, a new order confirmation, then a response saying they had a glitch in their system and they’d make my order a priority and I should receive tracking information within 5 days. 5 days came and went. So, I reached out again asking for a status update and requested my order be sent express. I was told they’d get back to me ASAP. That was over 48 hours ago and my order still hasn’t shipped. They gladly took my money for all 3 items I purchased back on 10/28 and never once offered more than an apology. I’d at least appreciate an honest answer. I really wanted the gifts but I may resort to cancelling my order and finding another vendor. The lack of action is off putting.

I WILL NEVER ORDER AGAIN! Horrible. Butchered my dog and also didn't get one of my two items

It has been over a month and a half since I originally ordered and I still have not received the correct item. At first I received an item with the wrong dog on it then when I reached out they redid my order and that was over a month ago and I still have heard nothing on it. Starting to lose hope.