West & WillowReviews of westandwillow.com

You guys haven’t responded to my emails at all, I spent 96 dollars to get something, not have my money taken

One week - no order update.

Never got item or update

Don’t get me wrong, I love West & Willow. However, I just want call out that your “sales” are very deceiving and sneaky. You should really consider providing real discounts next time instead of increasing your regular portrait price and creating a fake price to cross out next to it. I just realized I paid four dollars MORE on Cyber Monday than I did back in April for the same sized frame. This is quite a bummer knowing you did this to your customers and actually didn’t provide any sort of real discount.

It is unfortunate I have to write a negative review but honesty is the best policy and that is the only we company’s improve. I saw all of of the rave reviews and based on what was posted I really wanted an artful pic of my fur baby so I made the purchase. I did not order a frame because I have extras. I received the pic and was VERY disappointed with the quality of the paper. For what I paid, I could have printed what I received at home. I have actually printed better quality pics. It was a flimsy paper that is still rolled up and will not straighten out because of how it was packaged. I would have expected a heavier card stock. Plus my fur baby’s face was so dark. I picked a dark background because she is a blonde Yorki and I thought she would really stand out. Not really highlighted like I thought. The worse part of this whole experience is you can’t call to report everything is by email or online chat. I did IM with a rep who just deferred me to someone who still has not reached out!!! Customer care should be elevated! Hope this is resolved soon!!!

Product = adorable and great - 5 stars for the artists Customer service = horrible, difficult to reach My product was adorable and exactly how I imagined it, yet arrived pretty damaged in the mail. I reached out to customer service immediately to receive a new copy and waited two days for my first response, 2 days for the next one, a week for the next one, and then 8+ days for my final response -- and they only replied back to me after I reached out via instagram, Facebook, and they're website multiple times. A product is only so good if your customer service can back it. Get a better system that works please.

I have yet to receive my digital files, I reached out and was told I would get them the day I received the package. I didn’t receive them so I emailed again and did not even get a response or update.

I'm rating the product itself 5 stars, but the lack of customer service 1 star. I placed my order on December, 8th 2020 and my order was confirmed. On December 9th, I received an email that there was an issue with one of my photos. I immediately addressed the issue with three additional photos and did not receive an approval until December 14th. I waited with anticipation to receive a shipping confirmation with tracking. I sent an email on December 22nd asking about my order and received no response. I ordered two portraits as gifts and didn't receive my order until December 28th. As my order was literally sitting on my front porch, then they decide to respond to my email. They claimed that I could've given them the wrong shipping address with an half candid apology. Nothing more irritates me, than poor customer service. So, if you plan to purchase from West & Willow your expectations will be let down. They have no problem taking funds immediately and at the very least one should expect great customer service.