West & WillowReviews of westandwillow.com

I haven’t gotten any updates on my order since I placed it 12 days ago. My order confirmation said I should get a shipping confirmation 7-10 days from then, and still have nothing. I only get promotional emails. I get that it’s busy season, but it seems like we should be kept in the loop about our orders.It does not seem like they are prepared for anything. If I don’t get anything within the next week I am most likely going to ask for a refund.

Generally disappointed in this experience. I knew the turn around time would likely be long (which it was) but I was super excited to receive our pet portrait (which is to be a Christmas gift for my brother) a few days ago- damaged the actual picture is damaged along with 3 of the four corners on the frame. Reached out to customer service several times to resolve this and have not heard back. What I have to give currently is what looks like an $80 hunk of junk. Hopefully they are able to right the situation and I can make a happier review in the future.

I was really looking forward to this but when it came in it looks nothing like my cat. They made him look like a longhair when he is a shorthair and they didn’t get his distinct features. Very dissatisfied.

The first time I ordered was perfect I got an email the next day they were working on my order and was shipped a day later. The name was misspelled so I did another order and paid $12.99 to have it moved to the front of the line 9 days later have not heard anything so disappointing this was a Christmas present .

I placed my order over a week ago and paid extra to “get ahead of the line”. I understand that the holidays have spurred busier times and more orders but I followed up over a week ago to ask what my extra payment actually means. 3 follow up messages later and no response from West and Willow. I have no clue where my order is and what that extra “service” was that I added to my account. I’d like to request a full refund and just cancel my order at this point.

The ordering process was very easy to begin with. Although I never received a shipping confirmation for my order (going on 3 weeks with no communication from the company, they promised it would be here by xmas). Getting worried that the product won't be here before the holidays. I would use caution when ordering from them, there are other companies that claim to have a similar service I would check out first.

I purchased 3 items on Nov 13th. I received my items on Nov 23rd. 2 of the 3 items were incorrectly fulfilled. I reached out to them immediately via email (they don't have a support phone number) with pictures of the incorrect order. They did not process my replacement until Dec 8th after multiple follow up emails by me. If I did not follow up, I don't even know if they would have processed the order that they incorrectly fulfilled. When I asked them about my replacement, I asked if it would arrive by Christmas because I bought these as Christmas gifts. Today, Dec 15th, I just received an email from them that they do not know if it will arrive before Christmas or not and I have yet to receive an email if my item has shipped. Extremely poor customer service with their replies, especially since there is not a Support Help Line to contact and resolve the issue timely. I ordered my products more than a month from Christmas and I will only have 1 gift to share. I've requested a refund for my replacement because I don't need the items if they arrive after Christmas. I am still waiting for that reply...

If I could give this review 0stars I would. The process for placing your order was seem less and easy with a few clicks and the correct picture your order is placed. However the information that is supplied on the website regarding the delivering information is incorrect and false. I placed my order on the 27th of November and I still haven’t received an update as to where my order is or any tracking/ shipping information. I have reached out to the customer service team 3 times ,who on the third occasion have told me that my order will be shipped in 3-5 working days leaving not enough time to get here before Christmas. It also goes against the phase they use “it will be on your doorstep in 2/3 weeks”. It has been 3 weeks and It hasn’t arrived on my “doorstep”. Aside from that, the customer service is appalling and unresponsive . I have revived 2 automated emails that I will hear back in 48 hours which I haven’t. They seem to be utterly uncontactable and when placing an order that is rather expensive the least you would expect is good customer service. I am writing this review to warn others within the UK that are thinking of using this website to expect the above and possibly to not receive your order.