West & WillowReviews of westandwillow.com

I placed an order Dec 7 and have sent 2 follow up emails to confirm the status of my order since the initial order said it would be shipped in 7-10 days. It’s now Jan 1 and I have not received a response to either inquiry.

January 1, 2021 - We ordered two prints on November 24th. Our order “shipped” on December 4th. Our tracking number still shows that they have not received the package from West and Willow. At this point we are out of $134 and two people did not get their Christmas gifts. Customer service will not respond to my messages. ** Within two hours of leaving this review I received a message from Khris at West and Willow. Khris verified our portraits and had replacement prints ordered. One of our portraits needed adjustments made. Khris sent these instructions to the design team to have the portrait fixed. This step was not taken with our original order on November 24th. They were simply “shipped” without us seeing the proofs. Our replacement order “shipped” one week later on January 7th. Tracking then shows that the package wasn’t received for processing until January 25th. In the meantime our original prints ordered on November 24th made it to the UPS for processing on January 21st (almost two months later). Customer service at West and Willow (previous to being in contact with Khris) repeatedly told me that “UPS was not scanning their packages but rest assured your prints on on the way.” This was simply not true as once tracking showed the package arrived for processing it showed each scan along the way until it got to my house on February 2nd. We ordered two prints without frames. They came rolled up together- this forced us to put the prints into a frame with glass. For the price of the prints ($134 Canadian for the two prints) we were hoping they would not come rolled up. On February 2nd we also received a second package from West and Willow with the description 2 12x16 prints. Inside the package was a 12 month calendar with horses. On February 3rd we finally received our original prints (71 days later). I appreciate the time Khris put into making this right for us but I would not order from this company again.

Where is my package? It’s been 3 weeks almost and it’s not even been delivered... and i paid for the express shipping

I put in an order on 12/15/2020. They have accepted payment, there is no update, no way to contact the company. I have written an email, with zero communication back. I would like to be able to speak to someone, but it doesn’t seem possible. Annoyed and disappointed.

Worst company ever! Ordered a Christmas gift on December 5 and it still has not arrived. I have sent several messages and emails with no response.

I paid for priority “skipping the line” it’s been two and half weeks and my order hasn’t even shipped. I emailed support over a week ago asking for an eta of when this will ship and I got no response. This was a birthday present for a friend who’s birthday was 12/29. Disappointed

I sent an email one day after submitting an order to request a color change. I didn’t hear anything for 5 days, and am then told that it’s too late and theirs nothing they can do. Terrible customer service

When I ordered my portrait I was under the assumption I would be receiving a realistic life like portrait of a dog as that was what was advertised to me. My package came today and when I opened it I was very disappointed. I ordered this as a Christmas gift for a friend and now I have nothing to give her. The painting was flat and lifeless, not at all what I expected. I’m really disappointed with the work that was done. The portraits are on the pricier side which wouldn’t be a problem if I actually got what was advertised but now I feel like I wasted $70