West & WillowReviews of westandwillow.com

My frame was broken upon arrival and I emailed customer support for help on replacing the broken item and still have not heard back after several days.

EDIT: they pretended below to want to help, I filled out the information and never heard from them. I'm assuming this is the same as others on here. Do not think for a moment they are trying to do right by their customers. Original review below: This company is terrible. I don't understand how they have 4 stars on this website. We ordered from them twice - once for ourselves and once for a birthday present. The first time we recieved our frame in an okay amount of time, but the print was horrible. Very dark, not at all like the pictures they show. So we had to contact them to get it corrected. Waited weeks to get the new one. It was fine (although please note the frame is very low quality). So decided to give them another chance for a friend's birthday. Order placed Sept 20 2020 and I heard absolutely nothing from them after that. I had to follow up via Facebook. They said there was an error in the print and they are reprinting it. So give us 3-5 days and we will send you tracking. 6 days later nothing from them. So I follow up. They ignored my message completely. 2 more days later I follow up again this time getting angry. Finally, they sent me tracking. It was to arrive 2 days later (about 2 weeks late) Now I look into the tracking and it shows Tuesday Oct 20 instead of today because apparently they inputted the wrong shipping location!! So one whole month and a lot of headache to get this item. I do NOT recommend ordering from West & Willow.

I rate you 1 star because it’s been well over 10 days from my purchase date and I haven’t received any tracking info. I’ve emailed you guys about it and haven’t got a response but you guys send me a review email? Doesn’t seem right. I just want to know when my picture will be here.

placed my order over 2 months ago and still nothing :(

On the 23rd of August I purchased a product from your website at the price of $126.32. This included your “skip the line” addition as it was a present for the end of August. I was informed I would get a preview of my portrait before payment and would arrive within 10 days. It is now mid October and not only have I wasted $126 but you continue to ask me to review my service and I continue to tell you I haven’t received anything. Michael from customer service promised me on 26/8 that I would get a confirmation email with 7 days. Still hasn’t happened. Terrible

Im not sure why I am getting a survey to Complete as 1. I didn’t even get a confirmation of the order, 2. Shipment details not recovered and 3. I have no product to even rate. Please provide status. This is a very poor customer experience

UPDATE: It has been a week and I have STILL not heard from this company. They are a SCAM. Absolutely DO NOT purchase. I am out my $$ from my purchase, and did not receive what I ordered. I ordered the 2 animal poster of my two dogs for my mother. I received a package in the mail of a child’s drawing that said “Luv is Rage 2 Album Stop” with stick figure art. I was unawAre they did anything but animal drawings. Very disappointed it was a gift that will no longer make it on time. Very unhappy there in not a way to contact them by phone. Emailing for customer support is not efficient and a hard way to get things taken care of when it takes up to 48 hours for a response. Have been unable to get in contact with someone to fix my order. At this point I think I’m out the $50 I spent. Really disappointed I’ve had so many friends have great experiences with the company, and there photos have turned out beautiful. Sad I unfortunately did not have the same experience.

This is not at all worth the money. Small unframed piece of paper of a poor quality image of my dog. In addition took super long to receive it. Not impressed very disappointed.