West & WillowReviews of westandwillow.com

Prior to ordering they were very kind and helpful in the picture selection process. Our dog has passed and we lost a lot of pictures on a phone we no longer have so it was kinda rough. We found one though. W&W said “this one will work perfectly.” They didn’t use that picture though. Not only did they use the wrong picture, they also have not provided the digital download to the ink blot of a picture that they sent. Have I heard from them? About five emails sent, and not a single non-automated response has been received. They’ve had weeks. And nothing. If anything changes I’ll happily alter this review but I don’t see that happening anytime soon. My advice: imagine you’re working with a machine that you cannot communicate with. If you have a picture that precisely fits the requirements they recommend, you’ll probably be fine. Otherwise, save your money. They either don’t have the time to respond to emails with requests for help or they don’t care. Update: W&W has responded as they stated they would in their response to this review, and communication has been reciprocated. 👍🏻👍🏻 Second update (1/14/21): the communication I received after this review was five star quality. Responses were personal, punctual, thoughtful, and receptive. The replacement portrait arrived today and it is perfect. They even made an adjustment that was nothing but preference on my girl’s part, and the cost was unaffected. I would like to alter my “1 star” rating, but I think everyone will appreciate seeing that mistakes can be made, but the recovery and customer service ultimately fulfilled the order entirely. We have absolutely zero complaints with the finished product. Thanks, W&W.

I placed an order on 12/9/2020 and paid extra to "skip the line". I have not received any updates on where the order stands, including no updates to a shipping or tracking number. I also emailed customer service with my order # and did not receive a response. I'm very disappointed because I ordered this as a Christmas present for my boyfriend and i don't even know if I'll get what I ordered? I paid $165 for nothing so far... ** Update** per your reply, this was in reference to order #162624. Please get back to me either with a refund or an update on when I can expect this product to come.

Ordered on December 2nd before the cutoff date and have heard nothing almost a month later. This was bought as a Christmas gift and STILL has not arrived. So disappointing and frustrating. Do not promote something that will not be fulfilled. Will not be recommending to anyone. Waste of $100. My reference number is #149710.

Still no product, no response from team, scam company.

Terrible / no customer service at all. Similar to other reviews on this site, I placed an order on 12/6 and have not received it to this day 12/28. Paid extra to “skip the line.” Received a shipping notification on 12/21 but USPS has no status except to say it’s delayed. Emailed customer service 3x with no response. There are so many of these services out there, lesson learned: DO NOT give this company your business. I learned my lesson the hard way. I’m going to file fraudulent charges if I don’t get an update in the next 48 hours.

I am very disappointed with the customer service offered by West and Willow. I have waited nearly 30 days and have not received a confirmation email about when my product is being shipped, although they say to allow for 7-10 days. On top of that, I have reached out to the support team 5 times over the past 3 weeks asking for an update and have not even received a reply back. Very unfortunate because I paid to speed up my order -- would not recommend paying for that because it has had little to no effect.

My first order was not right so a representative tried to fix the issue and showed me a better picture that I was supposed to receive as a replacement. But that photo was not received. Instead I received the same portrait a second time. So a Christmas gift was never given because of this mess. And now no one is responding to me at the company. So I’ve lost a lot of money and have no portrait. Now I’ve just received another replacement order confirmation via email for the same picture for the third time! And no one has contacted me to resolve the issue.

I have emailed 4 times since last week and nobody will answer me and all I want is a digital download or the option to buy it because it was a Christmas gift I ordered over a month ago and tracking shows it’s lost in the mail. I just want to be able to print it and none of my emails are being responded to about the download option so I can just print it on my own. I have purchased 3 items from here so I have given business multiple times.