West & WillowReviews of westandwillow.com

Horrible experience. The communication has been terrible and the depiction of my dog had colors on the dogs at the dog does not have in addition, the dogs name was misspelled. I paid way too much money to get such a terrible product back. It’s going in the trash

Pretty much going to echo all the other reviews about zero communication post-order and paying for "skip the line" on the third week now since I ordered and zero updates. I attempted to reach out twice now and no reply, but whoever sends their marketing emails should pivot their energy to sending order status emails! If I don't hear from them within the next week I am just goin to call my credit card company and pull the charge. They can dispute it with my credit card company, I don't care to keep reaching out and never getting a reply from them. Order #161946

I received my package and all it said was ‘replace with customer at here’.

When I ordered the picture they said there was still time to get it shipped for Christmas. But it’s two days to Christmas and I haven’t even received a tracking number.

Paid for expedited service by the deadline emailed this company many many times no response no acknowledgement of receipt of my emails ..message on suite says shipping notices by 12/22 ..that never happened Do not order from this company they are not reliable professional or ethical

This place is ridiculous! My original order was placed 11/7. According to the website you should receive a shipping email in about a week. I never heard anything so emailed my concern since they don’t have a customer service number. They sent me a screenshot of supposed emails they sent me stating they needed a new photo. I searched my entire email and didn’t see one single message from them. I then resubmitted. A couple weeks go by and the same thing.... no email! I reached out again and they said that they received it and will process it. 12 days later still no email about shipping so I reached out for a 3rd time!!!!!! Finally after almost 7 weeks of dealing with this company, I finally got the shipping info! It’s only supposed to take 2-3 weeks if I recall to receive it. After almost 2 months of not receiving what I paid for they completely ignored my request for a refund! And honestly not having a contact number for customer service is ridiculous! Waiting 2 days for response for concerns is unacceptable! Will never purchase from this company again!!!!!

I asked/emailed if I could make an edit to change the picture of my pet's portrait. I was told I couldn't make the edit because the portrait was already produced and being made ready for shipping and that I would be notified of the tracking # once it was shipped. However, I received that response 8 days ago and have not received any notice that the portraits were shipped. I wanted this in time for Christmas, so I was okay with not being able to do an edit, but now I'm wondering if what they told me was true. Plus, it doesn't look like it will arrive here in time for Christmas either. Was it false information that my portrait was already produced? Or was it just an excuse to not being able to make an edit after the order was submitted? Hoping to hear back from their support team.

Ordered on 12/13, haven’t heard a word (other than constant bothersome emails to purchase more), and in spite of trying to write them, no response. Other than ordering and told I would receive tracking in an email in 5-7 days. Today is day 9 and nothing, no response to my email from 4 days ago and no notification. This is not a Christmas gift but I feel their customer service or turn around is poor. And one thing I despise is when they tell you one thing and do the opposite, you cannot trust a company who does that. I would’ve totally understood if they responded to me via my email and said they were running behind or whatever, but NO response and no notice.