West & WillowReviews of westandwillow.com

I still haven’t received my product and Christmas has now come and gone. I am very dissatisfied with how this has gone.

Horrible customer service! I ordered a portrait on December 4 and have yet to receive it and it is December 26. I was guaranteed the portrait by Christmas. I understand that deliveries may be delayed due to Covid, however I have emailed them three times asking about the status of my order and have yet to receive a response. If I do not hear from them soon I will be contacting my credit card company for fraud. WORST company and I will never ever use them again.

I paid for the speed your order thing and my item still has not came in. no one has responded to my emails.

It’s been three weeks since ordered and no tracking number for shipping has been provided. I was Leary about ordering from and Instagram ad and feel like i have been scammed.

I ordered 12/6 hoping that since they stated orders in US would be here within 2-3 weeks. Well, just the facts ma’am it’s 12/26 and they provided a USPS tracking label that has not been sent to the Post Office yet. So this company looks great, but fails to deliver on their promise. When I emailed it goes to an automated service and they don’t pick up the phone and call...waste of $50

I ordered a pet portrait from the UK on the 27th November, 8 days before the Christmas cut off - 5th Dec. I only received shipping information on the 7th December and still have not received the portrait. I am extremely disappointed as it was intended as a Christmas gift and at the prices they charge, I would expect better speed of delivery and better customer service (e.g don’t ignore my emails!). I still don’t have my portrait and it’s been nearly a month since ordering!!!. EDIT (29/12/20): after putting in my order reference number - I have not heard back from this company at all. AVOID!!!

Horrible organisation and customer service! I’m extremely disappointed as I ordered a pet portrait on the 28th of November, I was told I would receive shipping information within 7-10 business days and that the cut off date was the 4th of December.After contacting customer service about not receiving the tracking information within 7-10 days the support team reassured me that UPS are very busy and aren’t scanning packages as often leaving them in a “ready for ups” status but if I wasn’t to receive any updates in 5 days to contact my nearest UPS office. 10 days go on and nothing so I decided to reach out to UPS who notified me that they had received the package information but not the actual package like what west and willow told me! I then contacted them worried I wasn’t going to receive my package in time Or AT ALL they then reassured me it would be here in time and that there’s no need to contact my bank. It has now been a month and my package has not moved. When contacting customer service as soon as I proved them wrong,threatened my bank and demanded a refund ( my close friend from the same area had the same thing happen and received a refund after going back and forth) they started ignoring me !! I can not explain how angry I am with this service not to mention all the other reviews on there Instagram and Facebook stating the same problems + a lot of damaged portraits but they hide a lot of the comments too ! Maybe you shouldn’t offer such discounts if you can’t keep up with the orders ! My order number is #141211 Also love that you can send me more emails promoting your products but not reply to my customer service complaints! Absolutely devastated

I ordered on December 8th, purchased the front of the line package and had been shown in the confirmation email that I’d be receiving shipping information within 7-10 days, and I’ve received no updates. I emailed to see what was happening with my order, absolutely no response. All you get with this company is text and email spam wanting you to purchase more products, but can’t make good on the product you already purchased. Keep your customers in the loop! I’m one of many that are extremely upset.