West & WillowReviews of westandwillow.com

Ordered this portrait on December 11th and haven’t even received an email saying it shipped yet. I have sent multiple emails to customer service which I have gotten no response to of I don’t receive a shipping email in the next couple of days I am cancelling my order.

I placed my order November 29, thinking I would get it before Christmas. They even advertise that ordering before December 4 would guarantee receiving the portraits in time for Christmas. Now it’s January 2 and I still don’t have it. I have reached out to them multiple times and only received automated responses. I recently received an email December 29 (one month after I ordered the portraits!!!) saying that my package was on the way. I’ve been checking the tracking number it’s saying that UPS is ready to deliver but that they haven’t received my portraits from West and Willow. I’m extremely dissatisfied by the amount of time it is taking. I understand it’s the holidays. But they are also very awful at communicating and offer a timeline which is never met. The integrity of this company is very questionable. The amount of money I paid is not worth this awful experience.

I have received little to no help with my portrait. No one has reached back out to me about it. Shipping has been wayyy to long. I understand that I might’ve not received it by Christmas but to not even get my dogs portrait by now (01/02/21) is ridiculous. Will not be ordering from here again. It’s too expensive for the lack of service!

Ordered a portrait 26 days ago. No shipping info received yet, I emailed support 6 days ago and no reply either. Starting to think I may just need to do a chargeback on my card.

Absolutely terrible customer service. I ordered something (#167227) on Dec 13th and when I realized there was no chance I would get it by Christmas (I missed the ordering window) I emailed them on Dec 21st asking to change the address the picture would be sent to. The original email I received when I ordered said I would get tracking information in 7-10 days, so because I hadn't received that, I figured I could update the address. I got an email back on Dec 23rd saying no problem, they will get back to me when it was updated. Fast forward to Dec 30th when I emailed AGAIN because I hadn't heard from them. They responded saying my address could no longer be changed because my order would be "ready soon for shipping." 10 minutes later they send me an "order is on the way" email - probably to cover their butt's - except the tracking info ONLY SAYS "label printed." I emailed yet AGAIN and got a response on Jan 1 saying that they will not help me and it has been scheduled for pick up and I will hear from them in 2-5 days about shipping information. So here I sit waiting even LONGER. I now get to pay for shipping to another state because I was ignored when I sent my first email on Dec 21st when they had ample time to change the address. I have never worked with a worse company. I would love my money back so I can go elsewhere, but they will probably have an excuse for that too.

I have not received my item, have not got any information on the order, and I have not got an email back asking about the status of my order

Horrible experience with this company! Ordered 11/24, print finally arrived on 12/31 (after having to be shipped twice), and print arrived wrinkled and creased. Trying to work with customer service, which had a 4 day response time on average, though often longer, was really frustrating! So glad I purchased the digital art file and was able to order my own (better quality) print from Shutterfly. I will definitely be looking for independent artists on Etsy for any future animal portraits I need; I would encourage others to do the same!

Like many others, I placed an order that was never received and I can’t get a real response from the company. I have emailed numerous times and reached out on Instagram, but no response except a copy and pasted response about issues with tracking numbers. The lack of transparency is appalling, and the amount of unhappy customers on Instagram will tell you all you need to know. I have filed a complaint with the BBB and will be protesting the charge through my credit card company.