West & WillowReviews of westandwillow.com

First off - the product itself is awesome and we are very happy with our portrait. What’s left a sour taste in our mouths is the atrocious customer service we’ve received. We had checked and paid for the digital download but have still not received. Given that our package was significantly delayed at the post office (not W&W’s fault), I first reached out on Dec 19th to request and follow up on the digital download that we hadn’t received after placing our order on Dec 3. After following up again, we received a seemingly automated response that didn’t address our questions. Since then we’ve followed up an additional 5 times with no response and no digital download despite paying for it. We had hoped to have the digital download for Christmas. During the holidays, it’s understandable to be overwhelmed and unable to respond, however it’s now been 13 days with no resolution or download. BUYER BEWARE: Great product, but horrible customer service when things go wrong.

I ordered this and paid for expedited processing, I haven’t received anything. Not a tracking number. Not a review. No updates. Nothing. Very poor customer service

Poor customer service no updates ever as to status of my order. It’s been 3 plus weeks now and my order still hasn’t shipped.

I’ve placed an order and paid an extra fee to be placed in front line and have not heard from you guys. I understand delays during holidays but it’s been two weeks and I’ve made multiple attempts to get an ETA and all I heard was to give you 2-3 business days for a reply. Well it’s been over a week and have not received anything. An update or at least an estimated delivery date will be awesome. This was a gift for my parents and won’t receive it before they leave the country for 6 months. It’s unfortunate, but very disappointed with the communication and paying the extra fee to have my order delayed. If it’s going to take you guys a long time to deliver then do not offer to pay extra to be placed in the front line.

UPDATE: received a reply and shipping notification. They also refunded my skip the line fee for both portraits. I ordered my portraits on December 16th and paid for expedited processing for both. December 31st still no tracking or shipping notification. I’ve emailed them four times now and no response. It seems to be a common theme. I’ll be filing fraudulent charges with my bank and getting my money back. I don’t expect to receive my portraits at this point. Feels like I’ve been scammed.

I bought this as a gift and was really excited to receive! While the artwork is good, it came in the cheapest frame with plastic pane. For a product that is over a hundred dollars, I expected better quality framing. Especially because the artwork is digital so that amount of cost can’t simply be for a digital piece of art. Additionally, it took 20 days to ship without any update in between despite my emails. I know holidays this year we’re tough with all the volume, but I paid extra to “skip the line” and never received any info. I’ve reframed the print and am still awaiting a reply to my email.... :(

West and Willow was a bad choice. I would have never purchased from them if I knew how much of a struggle it would be to receive a satisfactory portrait. I wasn’t happy with what I got at first so I emailed their support team. I waited weeks for a simple reply and it took a month to come to a solution. They are currently sending me another portrait that I was able to preview. I would not suggest this company.

I ordered something in the beginning of December, I was told that I should get shipping information in 3-5 days from the 22nd and still haven’t received anything.