West & WillowReviews of westandwillow.com

I placed my order on the 22nd of November (almost 7 weeks ago) and I still haven't received it, with no idea where my package is. This was a Christmas present for my boyfriend so was really dissapointing. The customer service from West & Willow has been a disgrace. The first email I received back from them was giving me an offer code for 15% off my next order and told me to refer back to tracking and that I would receive the order very soon. This was frustrating as why would I want to place another order with them when I haven't received my original order?! Still nothing. I reached out to UPS with the tracking number and they said that it wasn't valid. I reached out to Royal Mail as the tracking said it had been sent to my local post office for delivery - they said that they couldn't see that it had reached the UK so was likely to be stuck in customs. They advised that I go back to West & Willow to place a claim as it's been almost 2 months now, and that this claim would need to be done by them. I sent another email 3 days ago to update them and asked them to complete the claim. Nothing back. From what I've seen there are a lot of customers who have had this exact same experience. Very disappointing and I want a refund as soon as possible.

I ordered my pet portrait over 2 months ago and have yet to receive it. While I was emailed a confirmation of payment, I never received a confirmation of shipment. When I emailed the company a month and a half after the order was placed to ask if it had been shipped, I was simply told to check my junk mailbox to find the shipping number. 3 weeks later and still no sign of it.

My wife lost her dog Gabe and he was like a son. I decided to have a portrait made of him. He was a Brindle English Mastiff. It was going to be a Christmas present and when I got it just days before Christmas I was utterly disappointed. What I received was a picture of a blue long haired dog with light brown eyes. Gabe had Black eyes, short hair, and was brindle. Something that was supposed to be a special gift turned into a waste of money and time. After asking for a refund they offered to refund 15 dollars and provide a replacement. I unfortunately agreed. This latest painting we received is of a long haired black and grey dog. However they did get the eyes right. They are black this time. Now after all this I do not have what I paid for and wanted to be a special gift and I have yet to receive a refund. So, just wanted to update you a little. That reply at the bottom was a false and empty promise. They have not reach out to me again. They have basically took my money and have not given me a product or refunded my money. I wish I could up load the comparison photos so you could truly see the ridiculous outcome they would like to blame on shading and filters.

Package was awful. Came with so many finger prints and the frame was damaged not mention it took forever to get to me. The colors of my cat were off quite a bit. Would not recommend.

Colors in the print didn't match the colors in the picture. Lettering is visibly pixelly, and shipping packaging is not secure enough, as the print had several creases.

It’s been 16 days and I still haven’t received any email about my order. They said they would contact me within 7-10 days of my order with shipping information . I wrote two emails to the support team and haven’t heard back. Starting to think that they just took my money. I do not trust this business. @West & Willow - In response to your response to my post, I have still YET to receive an email from you guys. I have now written in THREE times and have heard NOTHING. You are lying to people.

This company is only looking for reviews... So here is what happened: I ordered a 3 pet portrait and frame on December 10th (I knew I was cutting it close to Christmas, but there site said the item would ship within 10 day, so I wasn't worried as I knew I'd get it around Christmas) December 15- I receive an email to leave a review on my experience and the produce, I ignored it, because I know sometimes these things are just auto generated. But then they just keep coming.... Text messages and emails asking me to leave a review. Finally about two weeks into this I responded to one of the emails, indicating I'd like to wait and actually see the product before I reviewed it.. The response was fine, they can send a proof, but that my order was getting ready to ship. I said great, do you have a tracking number (they are supposed to be automated when you item is ready to ship you get the tracking). Two days later I followed up, asking the same rep for the tracking number, he sent me a link to track a package THAT WASN'T MINE! I hope the lady in FL liked her Christmas gift, I wanted it get delivered. Then I get a request to rate the customer experience I had with an associate I had never spoken to.. So I responded letting them know I never spoke the person they listed, and that the person I did speak to sent me the wrong tracking number. A new associate reach out and said he would like into the problem ASAP.. I don't know what your definition of ASAP is but 24 hours later and I still hadn't heard ANYTHING... At this point I'm pissed.. So I respond to me last correspondence telling him I was ready to leave my actual review of the company and their LACK of customer support. Within minutes I receive an emailed tracking number (no info obviously), I didn't hold my breath, I had been here before. Two days later I finally got my actual auto generated tracking number from the company (with information). Needless to say this company only cares about your Review.. So take it from someone who STILL DOESN'T HAVE THERE PRODUCT don't bother, there are other companies who will do the same thing.

Still don’t have the order I placed on 12/6!!!!