West & WillowReviews of westandwillow.com

Ordered back in November and still have not received my dog portrait. VERY disappointed.

I still haven’t heard from your team on what photo is being used for my order. Poor communication and poor response time. The emails from your “support team” are generic which indicate to me that you are NOT reading my specific responses. Please help rectify this. Thanks.

Purchased this for my daughter for her 20th birthday. Unfortunately, it didn’t look anything like her pup, in fact it looked like he had fangs. It also looked like it was off center with the head squished in the bottom of the picture. I sent a very nice message to the company asking what my options may be. NEVER GOT A RESPONSE.

I think I'm in the same boat as many others...I placed an order 3 weeks ago and have still not received any updates. It seems like this company is a startup run by people who were unprepared, got in way over their heads, and now they have no reliable plan to fulfill the influx of orders they received over the holidays. I don't think it's my responsibility to harass their customer service reps to deliver the product I paid for as promised. The company should realize they screwed up and reach out to make things right. If I don't hear anything from them within the next few days, I plan to file a report with the BBB and dispute the product charge via my credit card company. This company needs to immediately update their website to set a more realistic expectation about when their products will be delivered. If it will take 2+ months to ship a portrait, fine, just tell people that upfront. It's extremely misleading and unethical to promise shipment within 7-10 days if that's a promise they're unable to deliver on.

I ordered on Dec 14th and paid for “front of the line” status. I knew it wouldn’t get here before the holidays, however, it’s now January 3rd and I haven’t even received so much as a tracking number or any shipping info. Also, I emailed the support team and never received a response. My sister deserves this expensive portrait of her dog can y’all please just send it thank you.

Not only did my order not arrive as promised when ordered by Dec 4 - I am still waiting for tracking information on my outstanding portrait 10 days after it was supposed to arrive. While I understand issues arise during the holiday season when it comes to shipping — however the issue was not with shipping, it was an error with West & Willow sending a duplicate of a single order. This should have been treated as a priority, especially because it was not an external issue. Very disappointed and still frustrated that my nearly $500 order has not been completed.

Follow up to first review I sent 3 emails 3 weeks after placing my order on Nov 30, inquiring the status of my order. Finally got a response. W & W was going to ship one of my items to different address since it was a gift for out of state relative. Nearly 2 weeks later after both items were going to production I’ve received nothing - no update no tracking. I’m at a loss with this company. My frustration over the lack of follow through and communication has rendered me speechless. My mother doesn’t have her birthday gift (12/22) and my uncle doesn’t have his Christmas gift. Both ordered at the same time on Nov 30th for W & W guaranteed Christmas delivery. Again, beyond words.

I received the wrong order and you have yet to make it right after reaching out for now the third time. Please do better and either refund me or send me the correct portrait.