West & WillowReviews of westandwillow.com

This order was placed on December 5th. Here is the email confirmation of my order. "You will receive a shipping confirmation email with tracking information within 7-10 days. For more information on shipping time and policies, please visit our shipping page." On December 15th when I hadn't heard anything from the company, I sent the following email. "Hello,I am checking on the status of my order. I have not received anything yet about shipping. It has been 10 days since I placed my order.Please advise. Order #156813 Thank you so much!" Their response: "I have checked your order with our team and I'm happy to let you know that it is now in our production stage and will be ready soon for shipping. Kindly expect your tracking details that will be sent via email in the next 3-5 days" I waited until December 23rd for any tracking info. Then sent another email. Waited another day before getting a generated response saying that I may get before Christmas?! What? It was Christmas Eve when I got the response and never got any tracking info, so I knew it was automated and that I wouldn't be receiving my portrait for Christmas. Sent ANOTHER email on December 27 saying this when they asked me to give a review:"I won’t be rating anything yet as I haven’t gotten an update on shipping other than being told it would be soon. I ordered this on December 5 and am still waiting on shipping info. I am starting to wonder if I got scammed. Please advise as I should have had an update on shipping by now. Unfortunately, I am concerned about this order and am extremely disappointed in customer service so far as they haven’t given me an answer as to my order. I don’t want to give a terrible review or rating yet as I am holding out hope that this can turn around and that I won’t have to do that. Holding out hope that I will be getting more information or getting my package soon." I also reached out as well via Instagram. Guess what? No response. I am SO upset and disappointed in this company. I will be filing a complaint with the BBB and will be removing the charge from my CC unless I hear from someone today.

Placed an order on 12/15. Now 12/30 and it still hasn’t been shipped. Customer service is no help. Can someone please reach out to me? This was supposed to be a Christmas present to my parents memorializing both dogs they’ve lost recently.

I ordered 2 pet portraits of different sizes. One arrived being the wrong dog in the wrong size and frame. Second one had a shipping notification a month ago but hasn't been sent to the UPS facility yet and never arrived. Trying to contact the customer service team has been impossible. I sent multiple emails and notes through the website but all I keep getting are emails saying someone else will contact me in 2 to 3 business days and no one is actually dealing with the mistake or trying to fix it. Had the worst experience trying to deal with this company. The portrait that did arrive was nice and would have been nice to get the correct order.

Ordered over one month before Christmas, and yet here I am a week after Christmas and my order has still not arrived yet! I understand shipping companies are overwhelmed at this time of year, but the order was shipped last week. What happened for the 3-4 weeks before this? So much for the "you'll have it by Christmas" guarantee ...

I ordered from West and Willow on November 18 for Christmas present. It arrived damaged. They sent a replacement which arrived two days before Christmas, also damaged. I reached out immediately and a week later have still not received a response. Not only was I left without a Christmas present to give, but I am also extremely disappointed by the product itself. The frame is cheap and the artwork is average, at best. Definitely not worth the money. Am I crazy that there is also no place to leave a review on the site? Seems like such a scam and don't trust that their reviews are even real. Do not buy from here!!

I haven't received any status updates on my order or any response from customer service. Have only received promotions and survey request. It is exceeding the 5-7 business days of receiving a shipping confirmation. As of now I don't have a good opinion on West & Willow and cannot recommend to others.

After reading all these complaint about not receiving orders, NO reply to customer service emails and no place on the website is a phone number to speak with a human contact. I feel so ripped off. I bought 4 pictures for Christmas gifts, received no shipping confirmation and also paid extra to ensure delivery by 12/25. Needless to say I haven’t received any replies to my 4 emails to the customer service department. Apparently this company has only been in business since 2019.... well they should be shot down now. This is a fraud.

I received my portrait on December 15th, and the notes were completely ignored. The portrait came out looking nothing like the dog. I emailed same day with both the reference picture and the portrait that was received, noting the difference in fur colour, eye colour, and the negative space above the portrait. I have yet to receive a response even though it has been over 2 weeks and I have followed up several times. This was supposed to be a heartwarming memorial piece of my dad's dog, and I could not give it to him as it looks nothing like her. I am happy to return the piece to them as I have no use for a portrait of a dog with the wrong fur and eye colour. I have had to go to someone else to create the piece, and have to give it to him as a belated Christmas present instead. I asked for a refund and have yet to hear back on any concerns. EDIT: I heard back today by a very uncaring customer service rep who dared to say she hoped I was "doing awesome", despite the 3 emails received from me about the memorial piece for my dad's favourite dog being unrecognizable and the fact that I wouldn't have his big Christmas gift I was hoping for. She then told me they couldn't provide a refund and thanked me for my patience. Disgusting.