West & WillowReviews of westandwillow.com

I have seen these pet portraits floating around and found them very cute. I finally went ahead and ordered a couple for gifts on 12/14 and paid extra to 'jump the line' for faster processing and shipping. I was sent a notification that I would receive a tracking number within 7 -10 days. I was not expecting these in time for Christmas but when I didn't get an email in the 7 - 10 days following, as told, I sent a note requesting status of my order. That went ignored. It wasn't until today, 12/30 that I was sent an automated message with tracking information. It's not specified if those are 7 - 10 business days, but even if we count weekends and holidays those 7-10 days had passed. What I find insulting is that not only did I pay extra to STILL not have them but even after my note I didn't get a response or anything. Very bad customer service/care. I have a business of my own and I know that there have been postal delays etc. However, I have been in constant contact with my customers, tracking shipments etc and offering solutions and even at my own cost. Will never order from here again and will tell EVERYONE not to. There are other pet portrait places that are better, care about their customers and also, less expensive.

Customer service is non existent. I’ve sent multiple emails and multiple Facebook messages only to receive nothing. I paid to ‘skip the line’ for whatever that means. Guess I’ll just continue to wait and assume my order is being worked.

It took 3 weeks. And it’s like a robot responded with something unhelpful

I don't really understand what I'm reviewing here? I submitted a photo and paid some money... But it hasn't even shipped? Why would I review that process? Wouldn't it make more sense to follow up on a review when I've received the item? Or at the very least when it's even shipped?

Their products are relatively pricey, which is fine because it’s a customized order. However it’s been over 3 weeks and I have not gotten any update on my order. It says it should have been shipped 5-7 days after placing the order however I haven’t received any type of confirmation. I reached out to their customer support and surprisingly enough they haven’t even responded. I have done all of my holiday shopping online from small businesses and this is by far the worst experience I’ve had.

I placed order # 165186 for a portrait and phone case on Dec 11th. I was aware chances were I would not get it on time for Christmas and still paid the extra fee for order to be processed sooner. I have not received the tracking information that was supposed to have been sent within 7-10 days of placing order and I have sent 2 emails since when tracking info was expected and have not had a response to any of my emails. Good customer service will at least provide notifications with order status updates or in the very least, reply to customer emails as they have no contact number.

My order took forever to be completed and shipped. It is going on a month now that the company took to complete my order, I was guaranteed it by Christmas as a gift for someone and it did not arrive. There’s no way to cancel and now I’m worried it will arrive damaged. There are tons and tons of people with my same problem on Instagram, a lot of them waited a month and then it came damaged. Crossing my fingers mine comes and it’s not damaged. Not the experience I was expecting for this company, I had high hopes and was very disappointed.

I placed 2 orders, one a 3 pet portrait and the other a 1 pet portrait. 158082 was a one pet portrait going to Suffolk VA and the other is 158009 and is a 3 pet going to Lindenhurst NY. I have confirmations for both and confirmations are accurate. My one order (158082) has been delivered twice and the other hasn’t been delivered at all. I keep sending support messages but I keep getting tracking numbers for the portrait that has already been delivered now twice. I keep emailing them back with all of the confirmations but never hear back after that. There is no phone number for customer service so I’m unable to speak to anyone about it. If I don’t hear from someone that can help me soon, I’m going to the Better Business Bureau.