West & WillowReviews of westandwillow.com

I wouldn't even rate this a 1 but theres no option for 0. I am so disappointed. I have never felt so disappointed in a company before. Absolutely disgusting. I ordered my print 2 months ago and have still not received it nor my tracking number hasn't been updated. After several emails back and fourth with their so called customer service team I have been told on many occasions that my order will be coming in " 7 business days", they then follow this up by saying "I'm confident it will arrive". Every time i request a refund they always reassure me that it will be coming as they're "confident". In a time like this it would honestly be appreciated if i was able to claim a refund from there and have MY MONEY, I EARNED returned back to me seeing as they were unsuccessful in providing me with my order. I will never recommend this company to anyone.Not only because my order never replied but also because their customer service team is awful and clearly have no empathy or sympathy towards their customers.

DO NOT BUY FROM THIS WEBSITE!!! I made an order 2 months ago and have not yet recieved it. I have been unable to track my purchase and after constant emails back and forth and being reassured it will arive in the next 7 days IT HAS NOT!!! customer service has been extremely poor and after asking for a refund I recieved an automated email that contained no response or information of what I stated. A real shame as this was meant to be a gift that has now not arrived and probably never will.

Poor image display and not worth the money

Very displeased with the customer service i received, this was a birthday present, due to come on July 10 according to tracking, the package never came, the support team kept beating around the bush and promising the package would come, promising it will be here, promising the package isn't lost, well after 19 days, i still have yet to receive the package, they finally sent me the digital copy and i had it sent to staples to have it printed, really would never recommend this company to anyone ever

Ordered on the 23rd of April and still have not received it (25th of July) 😂 2-4 weeks... more like 4 or more months

If I could give negative stars, it would encapsulate everything that's gone wrong. I ordered this supposedly "in time" for Mother's Day and also to commemorate one of the family pups who had passed and was under the impression that it would be delivered by then. It is now July, and I received only the FRAME after months of going back and forth with them, stating that it had to go back for touch-ups and revisions. On several accounts, the support team's emails state that I would receive tracking "within 2-5 business days" and never did. When I got the package for the frame, I looked in my inbox for a tracker and never received it either. I also looked through the box it came in and figured I might have to put in the poster in the frame itself, but nope! I paid over $100+ worth of merchandise and only got reimbursed for $12.99 - and that was to "expedite" my shipping. This service is a complete joke. The amount of frustration and impatience I have at this point after being promised I would get the pet portrait I wanted over and over and over again is nothing I have ever experience with any other company. Please do yourself a favor and stay as far away from this customization company. Please DO NOT USE THEM! UPDATE: I received my portrait after harassing the chatbot, and the portrait I did receive made my poor pups look like ghosts - which, if you read in my first review, one of which did indeed pass away. There's literally no life in the pictures as the colors they chose were dull, nothing stands out about it, and it did no justice after months of deliberation. I find it extremely odd that after all these "edits" and "touch-ups," they never ONCE asked me if the portrait was to my liking - which seems detrimental for a business like this to ensure the highest quality before shipment. I was also told to use a different picture to "highlight the color and features," which I stated in my approval email to them months ago (which they had to approve beforehand) is impossible due to the pup passing away. It seems highly disorganized that they don't write notes such as this within customer profiles. It's highly insensitive to "give another photo" when it can't be done and told when I asked for the approval that it was the perfect image to capture her liking. Not to mention that refunds are non-existent. I WISH, I WISH, I WISH I could go back in time and tell myself to save the $100+ for this. They've attempted to "fix the situation," but it's already futile. I've been disappointed time and time again by a company assuring my order, got jipped for a $100+ frame, lackluster portrait in its place, and being told, "We can redo the images if you send another photo" - disappointment is an understatement to this testament because I have no idea how to label this company at this point. Please. for the love of all that is good and mighty, and the sake of your money and pets, do not EVER use West and Willow.

Their works look great on instagram so I ordered two pieces for my black dog a month ago. The first piece turned out bad. If I don't look very close (like reading a book), I can't tell it's a dog. It's just a piece of black thing with a white background. I asked for a revise and they did it with another photo. It's still not ideal. In addition, I still haven't received the second piece of my order. They even provided a wrong tracking nubmer (which is tracking of the first piece) and made me think it's delivered and lost. It's been a month and I still haven't received my order.

I was so incredibly excited to receive my overpriced dog portrait and only to realize that they put MY FIRST AND LAST. name instead of my dog on top of the portrait they will not fix it or respond to me. Save your $$$ EDIT: After sending another email and posting this review they reached out to you I am grateful that they are willing to do so