West & WillowReviews of westandwillow.com

At check out it said shipping was 1 - 2 weeks. Then it asked for $15 to move up shipping to get it quicker. I needed it sooner so I paid the extra $15 to "move to the head of the line." Now I just received an email that said it will be 2-3 weeks for shipping and 1-2 weeks to get tracking! Never would have ordered if i new it would be this long.

I placed an order on March 19 as a gift for some one. A portrait of a cavalier for my mother. A few days later I ordered a separate order for myself of my own dog, a maltipoo. Mine arrived before the end of March. After reaching out trying to hunt down the missing gift I ordered, I was told this would be fast tracked essentially. April 10 rolls around and my mom finally receives a duplicate of my order of my dog rather than the order of her dog that I placed. Support has been horribly non responsive and unhelpful. Avoid and order elsewhere if you can!!! The product is cute but the company is an absolute train wreck. Go to pop your pup instead.

This picture doesn’t look anything like my dog. I sent a black dog and the picture is black and white dog. This was a lot of money to spend for it to not look like my dog

Product received was broken in four places, picture of dog did not have any details or include the entire chest of the animal as I originally requested. Asked for a refund, currently they’re trying to make the product right. Right now I’m very disappointed, hopefully, they will make this right.

Update: My friend finally received her third attempt at a correct mug 2 weeks after her birthday. So disappointing and they could care less. Have still offered nothing to make things right. Update: West and Willow finally responded to my emails only after posting on social media. Still waiting for my friend to receive her third attempt at a “corrected” mug. Hopefully it won’t be messed up for the third time, but I have no faith in them. They offered nothing to make it right aside from resending mug. I paid for expedited service and it is waaaaay after my friend’s birthday, so that was also a complete and total waste of money. West and Willow is now ignoring my emails about the 2nd screwed up mug they sent out, so doesn’t even seem like they are willing to address the issue Really really bad, would give no stars if possible. I ordered a birthday gift for my best friend who adores her cat. I got her a framed print and a mug. The first mug they sent out had no image on it. I contacted west and willow customer service. They were aware of the error but didn’t notify me, so I was unable to warn my friend about the mistake. As a consolation, they offered me a weak apology and a digital image of the print. As a small business owner myself, I would never do business like this and would go out of my way to make things right. They are sloppy and uninterested in doing quality work and making things right. They then sent a “corrected” mug and it just arrived and the cat has it’s nose cut off! Can’t make this up! I have no faith this company will be able to correct this and will continue to send messed up mugs. It’s very clear they don’t do any sort of quality control whatsoever. Don’t waste your money with them, use a competitor!

I just received my mug. It only shows the ears and upper part of my dog’s eyes. What happened? I will try to send a picture of it to you. It looks awful. I do not want to pay to ship it back. I would like my money back. Janis Devries

Terrible terrible TERRIBLE! I was excited to gift 3 items but there was a discrepancy with the total. It kept adding an extra $10 at checkout? Called and asked if they would honor the price and they flat out said no. I was so confused. I had to buy from somewhere Etsy. They were nice and I got my items in no time!

The worst experience I have ever had with a company and support team in my life. For the price they charge, they cannot solve a single issue with shipping address, adding any gift note, providing shipping details in a timely manner. Nightmare of an experience. Word to the wise - take the picture you were thinking about getting painted, have it blown up at a staples, and get it framed. Stay away!