West & WillowReviews of westandwillow.com

After having waited several days for an email response, I was told that my order would be shipped within a few days. Five days later, I still have not received a shipping confirmation and do not expect to get an email response anytime soon. Christmas shopping gone wrong.

I was so ready to love my print, as I ordered a print for my partner for Christmas, but I am extremely disappointed with the lack of customer service. The absolute lack of response to FIVE emails I have sent regarding an order, is completely unacceptable. And there is no contact number, and no way to speak to anyone from your company. Right after ordering my print, I changed my mind on the background colour, I had clicked black but actually wanted a white background. I emailed West & Willow to ask for this change, straight after ordering. They then contacted me to discuss the picture and for me to send the appropriate picture, and I replied by sending better pictures and then reminded them about the background change. West & Willow never replied to my emails regarding the background change, I assumed the change had been taken into account as we had been emailing regarding the pictures. I received my print with a black background, the change had not been made. You might think that it is not the end of the world, but our dog's fur is extremely dark, and with a black background he merges in completely with the black background, and all we can see are his eyes, and so I find it is a bit of a steep price to pay to have an A3 print of what is effectively just a black canvas, with a barely discernable image of our dog. But what is the most frustrating aspect of this is that I have emailed them three times now since receiving my print, to ask about about a background change, and my emails are still left unanswered. In total I have sent 5 emails regarding this issue (two before receiving the print, and three after receiving it), and none have been answered. There is no telephone contact number anywhere, no one to speak to, I am hence extremely disappointed and frustrated with the lack of customer service. I never leave negative reviews but West & Willow keep sending me automated emails asking me to "show off my new pet portrait" on instagram, when my actual emails have been left ignored, so this is very frustrating. So disappointing. Basically, it just feels like you're just not allowed to make a mistake with this service, although it is meant to be a customisable experience. There are many other pet portrait companies, and I have been compelled to go with another one, and they were much more helpful.

Very easy ordering process. Update - It’s been 17 days and I still have not got shipping confirmation. I’m hoping it arrives by Christmas as stated when I ordered. I’m waiting on a reply from the company. Update - Such a disappointing experience. I ordered within the company’s time frame for Christmas arrival and they could not get either item here in time. One gift was for my 12 year old son. West & Willow needs to do better. There are many similar shops out there probably would have got their product here on time. Updated delivery is 12/30...a whole month after I ordered from them.🙄

I have not gotten an update on my order, I emailed you guys 4 times with no response I might cancel my order due to the lack of response and use another company or painter.

I cancelled my order within an hour and never got a response- would like to at least know if I’m getting a refund.

Definitely disappointed. Felt the quality doesn’t match the price tag. Also the image itself doesn’t match the photo in comparison to the photos all over the site and Instagram.

Only allowed me to send one photo of my dog, I think it’d work better if you could send multiple and really get a sense of the dog. You’d expect to receive a photo of what the print will look like, especially since it was so expensive, but instead I had to wait a month and a half for something that doesn’t even look like my dog. very unhappy with how mine turned out, would not recommend

I ordered 2 prints and filled out all the information online. I changed my address to reflect my correct address since your site kept changing my address. Once I completed the information and reviewed that my shipping and billing address were correct I completed my purchase. When it came time to tracking my order I noticed the shipping and billing address were changed to the incorrect city. Since there is no phone number for customer service I had to email you my concerns. I received an email that stated there was nothing you could do. However, I sent a 2nd email and asked if you could at least send the prints again to the correct address and I would pay for the shipping. Still waiting for a response. Sadly, I will not be recommending your company to anyone.