West & WillowReviews of westandwillow.com

Horrible experience. I placed my order a month ago and it finally came the day that it was supposed to be delivered to my address. Checked the tracking status and it said that it can’t be delivered due to the sender providing an address that does not exist. Checked my confirmation email and everything was correct. Wondering how they could even provide a wrong address on a shipping label when they had the right information on hand. Contacted the support team and they had to reship the package and tells me that it’s another two weeks of waiting. Was questioning them why can’t they do an express delivery when a mistake happen on their end and they ended up avoiding that question and kept telling me have a good day etc 😂 now I’m curious to even open their product. Spent 120$ on this and guess I learn my lesson. Unreliable and untrustworthy company

The picture was not edited properly - and it was sent to the wrong address. Very disappointing and will be requesting a refund.

I ordered a bowl and framed picture of my dog Zoe. The bowl came and was perfect, but the frame was all dinged and chipped. So I reached out on your website and no one got back to me, so then I went to Instagram. I elected to receive a replacement photo and frame and was excited, as this was part of my husband's birthday present. Instead of the framed picture, I received another bowl with only a small picture of my dog's tongue on the front of the bowl- which must have been shrunk down from the photo. The quality assurance at this company is abysmal.

I placed an order on October 5th and after I finalized my payment, I realized my address was incorrect. Within seconds I emailed the support team for a request of change of delivery address. I received an automated response that said I would receive confirmation or a reply within 48 to 72 hours. Today October 13th, I received a response saying that it was too late and that I would need to go to the UPS website in order to track my order And change delivery address. This is pretty weak and why I am giving a one star review. Terrible customer service and reply time.

I ordered a portrait as a gift for a friend, of her 2 horses and one cat. I received it yesterday and wholly frustrated. They mislabeled two of the animals (swapped names so the wrong name is above the animal). I can't give this as a gift. The fact that there is no way to get in touch with customer service is appalling. I have sent two emails and am waiting in their queue. Meanwhile I now have no birthday present to give my friend and money wasted due to their error in following instructions. It's poor quality and nonexistant customer service.

I’m just waiting at this point to hear back from them. I couldn’t find a phone number to call and I think having to wait 48-72hours for a response is terrible service.

I canceled my order 5 minutes after I placed it and the cancellation wasn't honored. West and willow responded below saying they sent me an email. They did not send me an email. Terrible customer service.

This is the worst customer service I have ever had. I never received my portrait. I have emailed 3x with zero response. There is not a customer service number to call! I have requested a refund !! Will never use you again