West & WillowReviews of westandwillow.com

I emailed right after ordering to make sure the name Pixel had been updated on my order. I was emailed three days later to be told that since they didn’t get my message in time they couldn’t help me. I spent a lot of money to have a portrait with the wrong name that is useless to me now.

Disappointing that a recommendation to adjust background based on dog color in picture was not made to deliver a quality product rather than taking the money and moving on.

I am a first time buyer of West & Willow. As part of my first order, I selected the pre- Black Friday sale for a free digital download. I absolutely remember checking the digital download box but I didn’t see it in my order confirmation email. When I reached out to customer service I was basically told that I’m lying. I’ve been working with Frhea. It’s ridiculous, they will not acknowledge the fact that West & Willow had a pre- Black Friday sale on the day I made the order. It’s a $10 download. I’m a first time buyer of W&W. Is this hoopla really worth it? Very poor customer service and I’ve heard bad stories from others too.

I ordered a digital print and a print of two pets. I never received a digital print. When I reached out to support I was told I could re purchase it. Why would I do that when I had already done that? Seems like a waste of time and money to me so far. I already paid for shipping after I spent over 100$. Customer service is the WORST with this company! They do not care about your order just stealing from you! Customer service has not even tried to help me nor fix the problem! Problem that’s on their end!!! Scam alert 🚨

First time the color of my dog was way off & y’all sent me a new one with the color fixed but there are creases all over the picture. Very disappointed

Use real humans for support, AI support is horrid

The ordering process was a bit difficult. I tried to add extra options (like fast-tracking the order and digital prints), but they did not appear in my checkout. When I reached out to customer service, they were responsive, but did not answer my question. I tried to clarifying a few times, but gave up because it felt like an automated response/no one was actually reading what I was asking. Update: I received an email from customer service about my review. They apologized and offered to add a digital file to my order...if I paid for it. I declined, but said I would accept a complimentary digital file for the hassle. They agreed to provide me with a free digital file and asked I update my review in return. I agreed to update my review after I received the digital file. That was about a week ago. I've followed up, but no response yet. So now I'm changing my rating from 3 stars to 1.

BEWARE- customer service is not customer friendly or supportive. I received an email from them advertising their black friday sale, as I have ordered from them before. I actually placed an order through the link they sent and entered the promotional code to get the discount. For some reason when I checked out- via Paypal, it dropped the code and charged me full price. I immediately email customer support and explained and ask to have a refund of the difference- honoring the black friday discount. I sent the email before even getting my confirmation- it was literally the second I saw the order page and realized it had happened. Well, customer support emailed back and said they would not honor the discount and could not issue me a refund giving them the sale price. I try very hard to shop with US companies and love those from the northeast as that is where we are from. Normally, I find they have excellence customer service and try to make the customer experience positive and are appreciative. Apparently, that is not the case with this company. I have requested the order be cancelled, since they did not honor what they advertised and made no attempt to make it right. I will let you know if they honor that request. I have since read multiple other reviews about the terrible customer service. Too bad as we have ordered before and liked the products. I now would suggest you find another company- one that cares about their product and customers.