West & WillowReviews of westandwillow.com

No shipping update and has been 3 weeks

Absolutely terrible customer service. I received a damaged product because the packaging was a box with no bubble wrap or anything to protect it and when I start asking for my money back because it’s been weeks without communication, they say there was a “file glitch” and it conveniently was “fixed” the day I ask for my money back. Do not recommend

What a disappointment! The image print is cheap and you can see the barcode in the top right corner of the image. The delivery time was long. Our dog passed away, and I was really hoping to have an original souvenir of him.

Your cancellation policy is stupid. It took me approximately two hours to email to cancel my order after I changed my mind and the customer service associate told me your policy is that the customer has to email within 30 minutes. But your customer service takes hours to reply, so this doesn’t make any sense. I will be giving absolutely horrible reviews all across social media because I could not cancel my order and get a refund. These are expensive items and sometimes people change their mind. I could understand if it was days later, but it was literally two hours. I hope you’re registered with a Better Business Bureau because I will be making any reports to have your business investigated.

Never received my order

No digital download has been sent. Not happy with the picture itself. Poor communication.

The team didn't send me a proof! The picture looks nothing like my dog.

I placed an order on March 12. And paid an additional fee to skip the line, and a digital download with an additional fee. It says that orders take between 2 to 3 weeks. After 2 weeks, I had to reach out to receive an update. After reaching out, I was able to get a tracking number. I paid for an additional fee to skip the line, and still I had to reach out to them and wait 2 weeks to get an update. I was expecting to have feedback earlier. In addition to that, I get notified by USPS that they had an insufficient address to deliver the package, and that the package was returned back to W&W. I gave the right and complete address. After 21 days I am still waiting to get the physical and digital order, and haven't been confirmed when it will be delivered.