West & WillowReviews of westandwillow.com

I ordered a portrait on 12/9 (order #161337) and have not heard anything from this company since. My credit card was charged immediately. I even paid for expedited service and provided a tip. I tried to contact the company via their contact form and heard nothing. I just want an update on the status of my order. No tracking number was ever provided. HORRIBLE customer service. They need to communicate with their customers! I will be disputing credit card charges later today if they do not respond. Very disappointed...

I never got my package and I am unable to find a tracking number anywhere on website or in email.

They were really happy I placed my order...supposedly to receive information on shipping within 5-7 days nothing...just keep emailing me about how they did...as of now not so good!!!!

I’d love to review my product. But I don’t have it. Zero responses to multiple emails. No shipping info. No communication

Never received my pet picture

I have emailed several times regarding my order and yet to receive any information. I placed my order on November 11 and haven’t heard since.

I accidentally ordered my portrait to the wrong address. I emailed the support team three (3) minutes after receiving the confirmation email asking to update the shipping address. Four days later, I received an email from a Customer Happiness Lead informing me that West & Willow could no longer make any adjustment to the shipping address because, “It has already been produced and will be ready soon for shipping.” I requested that the shipping address be updated as it did not appear to have shipped based on the response provided. I was then told, “We can no longer make any change on our end once the package has entered shipment. Please be advised that we can only alter this information within 12 hours after placing the order.” I explained that I had reached out immediately after purchase and that the delay was caused by the West & Willow support team. My last communication was three days ago. Despite my best efforts, I doubt I will be receiving my portrait and have not been refunded as I requested. The initial mistake was mine, but I have been incredibly disappointed by the Customer Happiness Team. Updating a shipping address should not be this difficult.

Since confirming my photo on Nov. 30th (it's now Dec. 17th) I have emailed West & Willow support team four times asking for an update on my order. I know that this is a crazy time of year in an already shocking year, but at least respond to me! It is well over the 7-10 days to wait for a confirmation of shipping. Where is my package? We are now going to miss giving this gift as a Hanukkah gift thanks to the absence of a reply.