West & WillowReviews of westandwillow.com

This item was “shipped” on December 1st. Today (December 20th) there is no update with UPS. Customer service went over and beyond by giving me the tracking number I already had. There are several sites that do portraits, I’d recommend checking out their shipping policies as well as their problem shooting. Not happy.

I placed an order for two portraits on November 27th. My confirmation email told me I would receive shipping confirmation and tracking information in 7-10 days. I gave it some time because it is the holidays, but by December 19th I still had not heard anything. I emailed support and did not hear back. Today, two days after sending my email, I receive one of the two items I ordered. There was absolutely no packaging material inside the box, and the picture frame arrived with a crack in it. I was also expecting the clear cover over the picture to be glass, but it is just plexiglass. I guess glass would have been a bad idea anyway considering how the frame arrived broken. With shipping issues aside, I am even more disappointed in the product quality. There are two other pet names faintly printed behind the pet names I asked for. I took the picture out of the frame to see if maybe there was just another paper accidentally snuck behind my picture, but no. It is two names actually printed in a very light gray behind the two names I chose. It is very visible and I would not want to gift this to someone with it looking like that. This has been a terrible experience. I cannot find a phone number on the website so I sent another email today and I fear I won’t hear back from them.

horrible shipping information

I placed an order in time for Christmas and I cannot get them to send me an email with shipping info/tracking if it shipped... no response to support emails, to Facebook message nor post. NO phone number. I usually don't buy from companies without phone numbers but I didn't notice. I just want to know where my order is and if I'll get it in time... this is crazy.

Communication is horrible!!!!!

I placed an order in NOVEMBER and was told I’d receive my picture in 2-3 weeks. That was false. I’ve emailed customer service several times, posted on their Instagram and Facebook and have gotten no response. I FINALLY received the portrait today AND ITS SOMEONE ELSE’S DOGS. I am FUMING. I work in healthcare and have been working non-stop throughout the pandemic. I am exhausted and used West and Willow because it was an easy and convenient way to get a personalized gift for a co-worker. Now, not only do I not have a gift for her, but I can sure as hell tell you I won’t be receiving it by Christmas. SAVE YOUR MONEY, THIS ISNT WORTH IT. If you read the posts on Facebook (before they delete them), you’ll read nothing but horrible reviews. Absolutely disgusting West & Willow. We all know you use the same templates and take minimal time to customize orders. You have a single job...... how are so many orders incorrect?!?

Very upset not to have heard from them...ordered on 12/3 and then they fell off totally. I was so hoping for a Christmas arrival. it wasn't cheap so you would have thought better service. Will review again once it arrives...buyer beware at this point.

Where is it. Way late. Won’t be here. Fur Xmas.