West & WillowReviews of westandwillow.com

I order my portrait Nov9th and we are at the end of décembre and i don't have any update on my tracking number no answer from the support group

Product ordered at 11/25 for a Christmas gift. Paid extra for fast production. On 12/4 Received incorrect frame color and artwork that was incorrect (picture was over corrected with brown due to lighting). Sent email/filled out form regarding issue the day I received it. Worked with representative on artwork replacement and received updated design on 12/13 and approved same day. It is now 12/21 and I still have not received any shipping confirmation regarding a replacement. I’ve sent multiple emails asking for an update and have not heard from the company since 12/13. I do not recommend this company as clearly they do not care once you have paid for your artwork!!

I don't have my order still. Placed Nov 2 - please help me!

My order got returned for an incomplete address but it’s my work address. So I didn’t receive the order, which was for a gift and I never received notice. I also didn’t receive my digital order and am waiting for customer service to get back to me for re-shipping. I am looking forward to seeing how the mug and portrait I ordered looked though.

Context: My previous order with West & Willow in 2000 received an excellent customer service score when a problem arose; it was a good motivation to order again..... Sadly, “excellent” has turned into “poor” customer service. I ordered my pet portrait and digital download and Willow provided a link to the download with a note that it would only be available once the physical item had been received. My portrait received, but the download link not working. Email sent to customer services – no response. Chase-up email sent to customer services 5 days later – no response. A further 3 days (and link still not working and no response) I am now posting this review – and interesting to note how many other customers are giving a 1 star rating. Next challenge will be the recovery of the cost of the download. And finally: I’m not sure if asking for a tip on a website is usual practice in the US, but in the UK it is totally unacceptable – and frankly ridiculous to ask before any service has been provided, and even more so in the light of the very poor service actually received!

I received my artwork and there was a mistake made. I reached out and was told I would get a revised proof within 3-5 days. It has now been 11 days and I haven't heard back from them. There is no customer services number so you have to rely on email, which they do not respond to--this whole experience has been incredibly frustrating.

They are taking forever to get back to me. I have no idea where my package is or if it will arrive on time. They have not provided me with a tracking number or estimated delivery date, and we are getting close to the time when I NEED to have it delivered. If they provide me with all this info, I will gladly update this review.

Order came damaged. Said they were replacing but it was never sent.