West & WillowReviews of westandwillow.com

I’ve been waiting 3 WEEKS for my refund!! I have reached out multiple times and not been responded to. I was told my refund would be processed within 3-5 days. After a week I hadn’t got it so reached out and I was told it hadn’t been processed. They then said they would process it and this would come through it 3-5 days, it has been longer than that and still not received it... such poor poor customer service I’m so dissapointed and hope not one else has to go through this. To not only not receive my refund but to be the one constantly reaching out to get information (the most recent has not even been replied to) I have reached out three times this week and still no reply. I send a message on Instagram last week and was told it would take 1-2 days to get a reply, it’s been a week and the message was just opened (I can see they’ve opened it) and not replied to.

No updates on my order. Order was placed 11/20 and it’s now 12/13!! I have a STRONG feeling orders placed WELL after mine are being fulfilled first thanks to the skip the line option. No transparency what’s so ever as far as estimated shipped date. Update: apparently my order was fulfilled on Nov 23 but put on hold due to “technical issues”. I didn’t receive any communication about this until I wrote my review. My portrait is BARELY being sent into production. This is a Christmas gift and even though I ordered well before the Christmas delivery cut off, it is now the week of Christmas and still no tracking info! The lack of communication is beyond acceptable. People shouldn’t have to go to your Instagram to see notifications about orders, you have our emails!!!

You processed my transaction twice and no one has responded to my customer service message.

My order still has NOT shipped and I paid extra to “skip the line.”

I loved my portrait that I ordered months ago for myself. This time, I ordered another portrait of 2 dogs. The website says it will take 7-10 days to receive your work after processing. It took over a month for me to receive my portrait. The portrait was supposed to be a gift. Not only was the shipping late, but the dogs were mislabeled even though I specifically described each dog and their correct name. A “specialist” told me someone would contact me within 2 days. No one contacted me back. I had politely asked for the portrait to be corrected. The correction would be an easy fix; just switch the first dog with the second. I'm have since been ignored. I asked for an update on my corrected order and a “specialist” replied saying that my order had been delivered. They were referring to my original incorrect order. Now, the gift is late and I still have not heard an update if the company will actually correct their mistake or not. I am very dissatisfied with the customer service. They do not even have a phone number you can call. You have to rely on someone responding via email. I spent a large amount of money to receive a correctly made and good quality product. I have received no such thing. I love the portraits but I am very upset with the customer service. The company seems very disorganized and is clearly extremely unresponsive.

No updates after ordering over 2 weeks ago. Zero communication from the company- unacceptable!

I asked to change the photo within 10 minutes of ordering and they did not accommodate this change (FAQ says they will accommodate within 12 hours of ordering). I even emailed once to be sure they received change. So- be 1000% sure you have picked the right photo when ordering.

I have been attempting to reach you today. The order that was supposedly canceled and refunded after I upgraded last weekend is apparently being shipped to an address where I do not live, according to an email you sent to me this morning. I would like to verify that only the order I confirmed with a representative last weekend has been made and charged for and that it is being shipped to my actual address, not a place 4 hours away from me.