West & WillowReviews of westandwillow.com

It’s been 3 weeks since I placed my order and I haven’t received anything outside of a confirmation (no proof or update). When I contacted customer service all I got was them telling me that my order is still processing (which is why I reached out in the first place) with no timeline of when to expect it. I’ve ordered from them in the past and had a great experience but this time is a completely different story. Not happy at all.

This is not my dog! This is not the picture I sent- not even a picture I have in my library. I have no idea whose dog this is… And despite their reply below- still hasn’t been sorted after several interactions with customer service. Have not received a corrected copy, they keep sending me emails asking me to buy a digital copy I already paid for and have not received, AND I found out I was upcharged for special delivery from another company I had to opt out of via an email sent to my spam. Used to be a great product but really unsatisfied with this recent interaction.

was extremely excited to receive my order in the mail, but when I opened it, it was not my artwork. The dogs looked nothing like mine and had different names. I also had to inquire about receiving the digital image because it was never sent when they process the order. When they did finally send it it was again someone else’s dogs. The customer service isn’t great because there is no phone number and you email them and they tell you they’ll get back to you in 2 to 3 days and then when they reply ask you a question .. you give them the answer and then Itll be another 2 to 3 days so I still have not received the correct artwork of my dogs my digital copy or a refund

Hearing the equivalent of yeah, sorry, there's nothing I can do and no more information I have isn't helpful. What would have been helpful is "this is where your order is in the production process," which means that X,Y,Z. It is days later and no idea if these products have been made. They could arrive two days or twenty days after I needed them-- there is no way to tell.

I have no communication since placing an order

I paid extra for speedy delivery. My delivery was sent to my address instead of the address I put in. I had to spend another 60 dollars to get it to the correct location. I’ve used this company enough times that I would expect them to be understanding to the issue I came across. No help or assistance was provided and I am very very disappointed.

I haven’t even received my packages yet. When can I expect them? I get non stop solicitation emails but no merchandise. It’s been over 2 weeks.

I’ve asked multiple times for an update on my order, and no one has gotten back to me. Estimated lead time is 2-3 week, and it’s been almost 3 weeks since I ordered (10/25/25). I need more communication. The reviews online posted this month say they received their shipments a week after ordering, so it’s frustrating that I can’t even get a response. AND I paid extra to go to the front of the design line. What gives?