West & WillowReviews of westandwillow.com

I read the reviews regarding West&Willow and despite reading the 80% negative reviews, I still decided to go ahead and make a purchase. I should also know better to trust a company that only puts positive reviews on their website. I strongly advise that you do not use West&Willow. My item has not been delivered, has been shipped back to the US (under no fault of my own) and have been asked to pay an additional £30 for re-delivery, when I only paid £12.09 in the first instance. This is possibly the worst experience. I am down nearly £100 and have no sign of my item. Please look at alternatives on Etsy and pay attention the the reviews.

I ordered a present for a family member back in April. Got a shipping email with track and trace. This ended up somewhere in New York in April 16 and has never moved on. I have been in contact with West & Willow several times but haven’t seen my package nor my refund even though I have requested this on several occasions. To me this company can’t be trusted at all. Do not order from here. If a company can’t manage to ship to Europe then don’t advertise it. Easy as that. Now, I just hope to see my money back at some point, but who knows...

I ordered a pet portrait on April 24 for my partners birthday. It's now 2 months later (and a month after the birthday) and I still haven't received my portrait. Where is it? Nobody knows and the shipping company updates are useless. Despite continued assurance from their customer service team that 'it's on it's way and they are certain it will arrive within xx business days' there is no sign of it. I will be lodging a complaint with my credit card company for non-delivery. Very disappointing and embarrassing for me to have no present for my partner.

Nothing is worse than dishonesty. As several reviews have already explained -it has now been a month since i placed my order, with paying extra for an expedited process. It is a difficult time for everyone BUT be honest with your customers if you are unable to fulfill orders. DO NOT offer to move the order to the "front of the line" and allow a customer to pay more if you cannot accommodate. I have sent two emails and both of them were canned responses back to me, the response said its taking longer bc the picture wasn't up to their "quality standards" BUT i know for a fact this is false because the rep. didn't even have the decency to put a date in the [insert date here] part of the email, so this is the SAME response they are sending EVERYONE. Yet somehow it still took several days for someone to copy and paste this prewritten email to me. THE LEAST you can do at this point for customers is refund the extra money many people spent and own up for being over your head with orders and you cannot meet the demand- This is a horrible look for a small business. Please have some sense of responsibility.

This place should be considered a scam! I ordered from them a month ago and I have not received any information on the portrait. I’m out $150 and this was supposed to be a birthday present. Completely disappointed. Avoid them so you don’t end up like me

Absolutely gutted. The picture I received today does not at all look like my deceased dog. It was a gift for my dad. I opened it with him, and my heart sank. I had early correspondence with someone named Grant saying there was a delay due to colouring issues of the portrait. Looks like nothing was actually changed because I cant see my dog in the photo sent.

UPDATE: Never received my order. The tracking history from UPS shows it got to my city but that USPS was now going to deliver package. Tracked it through USPS and it just shows they accepted package and were waiting on it from UPS which was 8 days ago. I already received a credit back from my bank for the charge so I don't even care to figure that one out. Just know to never order from this company. Due to my order never being shipped out in the time frame they gave me twice, I emailed back and stated I wanted to cancel my order. It took almost two days for an email back stating they unfortunately couldn’t cancel my order because it’s been shipped out. And then I conveniently received another email with tracking information which shows the label being created around the same time of the first email! It’s been two more days and UPS still has not picked up the order, just shows they created a label.

Zero customer service Picture arrived not happy Now sent 12 emails 6 Instagram messages , no reply If anyone posts negative remarks they’re deleted. Take your money and ignore you