West & WillowReviews of westandwillow.com

I purchased my order 12/6 and purchased the skip the line option. My order has still not shipped out. I understand that shipping times are delayed however the product has not even been made. I’ve tried to reach out to the company and have not received any response.

No updates on my order, which was supposed to be a Christmas present. Everyone on social media thinks this might be a scam, which might not be wrong at all. Will be filing an official complaint. Can’t even get the digital copy I ordered.

Paid for expedited services , then received an email stating I should expect my print to ship within 2-3 weeks. What a joke! Do not be suckered into paying for expedite services.

I ordered three gift cards and the process was confusing because there was no mechanism for the cards to be sent via W&W. So I ordered one card at a time, which was tome consuming. I forwarded the W&W gift card emails I received to my recipients. They in turn in emailed me because when they clicked on the links they got emails that said “shop is unavailable” or something to that effect. In any case, the whole process was totally unsatisfactory.

Ordered my photo almost one month ago. Still have not received it and did not get a tracking number or anything until I reached out two times to the support team. Ordered it a month in advance of Christmas and it won’t be here even though I was told 7-10 days until it ships and then 3-5 days shipping.

Ordered 6 weeks ago and my item has still not been dispatched. I have been in constant contact with West&Willow customer support, a $15 refund was given as "compensation" for not receiving the portrait sooner. They have given me a blanket excuse of "covid19" however, in the same week I ordered from competitor Impersonateme.com. The customer experience with both companies is polar opposite. Impersonateme.com have provided me with a graphic of the print as it will be delayed and wont arrive in time for xmas. I was also given a preview of my order. West & Willow cannot/wont provide previews, graphic substitutes that I can have printed at home in the meantime.... overall customer service is awful. My query is responded to within 48 hours but the agent does not actually read the email query. Seems to be a template email response that is vauge and unhelpful.

West & Willow has the worst customer service, as in - I placed an order over 3 weeks ago and have heard absolutely nothing since. Shipping was supposed to be confirmed in 7-10 days and we are way beyond that. How can you expect a positive review when there is no customer service and no product provided? Really hoping this isn't a scam company and I actually get what I paid for over 3 weeks ago.

I have yet to received a shipping confirmation, and I have emailed 3 times with no response. I offered to expedite my shipping if that was possible. I assumed my gift would be here by Christmas as I paid extra for the skip the line option. I would understand if I just had some communication.