West & WillowReviews of westandwillow.com

I have been extremely disappointed and disgusted by the customer service with this company. I ordered a picture of my daughters 2dogs for Christmas on December 1. It never arrived. I emailed this company explaining what happened and they said they sent me an email over changing one of the dogs photos. I never got it. So, they told me to re-order it so they could make the picture. I did. They charged me AGAIN without crediting me for the first error they made!!!! I have since sent them an email cancelling my order and I want my money back. $218.00. I want it back and I will never recommend this horrible company to anyone. You should be ashamed of your incompetency.

Just gonna copy and paste the last email I sent them to summarize. Maybe this will help some people. There are plenty of other services online who I'm sure will take care of you. "The portrait I paid for finally arrived with a giant crease down the middle I can't get out. I paid for a digital copy, which I did not receive. I paid to skip the line, which clearly did not happen. I wanted a refund for all this, which I've been telling you for a month, long before you even began to create my portrait, but you kept my money. I should have cancelled my credit card payment as soon as I saw that first email. I know you don't care. I know there's nothing I can do about it. I just wanted you to know what a terrible job you did. This was the worst purchase I've ever made. You people are a disaster."

Absolutely pitiful customer service. Do not buy from these people if you expect to be treated like an actual customer. So bad. After I waited patiently for the maximum # of days in their stated range of lead times I contacted them to find out my order status. No reply I waited another week now 2X the lead time stated when I ordered still no reply So I e-mailed again. Still no reply. Finally after the third attempt I got a reply stating that they are busy. So then why don't they update their lead times. I was denied a refund and finally after almost a month I received my order. It was ok. Definitely not worth waiting a month and being aggravated and wasting my time trying in vain to contact them and find out the actual status of my order. Never ordering from them again and I strongly suggest you look elsewhere for a gift there are many places to order from just google custom pet portraits.

Waited 6 weeks for it to arrive. Then following arrival the print is: 1) Damaged 2) Awful Quality The negative space to dog portrait ratio is poor. The ink was clearly running out and the image has lines all down it. The name isn't even sharp and has blurred edges. The print was poorly packaged and shipped so my boyfriends, now late, christmas present looked awful with dents and marks in the paper to go along with the poor quality. I have emailed today but judging by the other reviews I shan't expect a adequate response anytime soon.

Order was wrong. Sent the wrong photo of my pet. Was supposed to be a Christmas gift so that was ruined. Also, I received the item after Christmas when it was promised to be delivered before Christmas.

I had the worst experience with West & Willows customer service. It felt like dealing with a big company like Uber where you don’t actually get an email from a person but a robot who scans your email for key words to send a predictive response that gets you absolutely no where. I haven’t even seen the print yet. I bought it in mid November and didn’t receive it until after the new year. I received an email on December 6th saying that my print was ready to ship but it didn’t actually ship until the week of Christmas. Just sat in a warehouse no doubt. When I realized that the recipient might not get it in time for the holidays, I reached out to the company and was blown off. They blamed it on the shipping company however I know it hadn’t even been shipped yet! Once I complained twice, they finally refunded my shipping fee. Yes, thank you. I’m now going to have to pay to ship it to the recipient so that’s really not a big help. These companies are a dime a dozen and I will not be reordering from West & Willow ever again. I do not recommend them.

I ordered a portrait of our dog to give to my kids as a family gift for Christmas. I ordered it December 5, and paid the extra fee to be put in the front of the line. I communicated with someone about the photo I sent and that was great. But then I received no more communication from them. As Christmas got closer I emailed at least 3 times inquiring about my order. I GOT NO RESPONSE BACK! My portrait just arrived on Jan 8th. And truthfully I am a tad disappointed.

I wrote a review 1 week ago after sending three emails which all got ignored about my missing order. Finally got a reply telling me to wait ANOTHER week before my missing parcel was further investigated. Waited the 7 days they recommended, emailed them back explaining still no delivery and surprise surprise... YET AGAIN I have been ignored. Absolutely unbelieveable. I have now been waiting for SIX WEEKS for my parcel 😡😡 Tracking also not been updated or changed in three weeks. Doesn’t take a genius to figure out it’s been lost. What a joke.