West & WillowReviews of westandwillow.com

Your customer service is not very good First of all, it is crazy that you have toput in an order but can’t even review what the end product would look like before you make your final decision Also trying to find any information about the status of your shipment is a joke Only thing you give us is the tracking number and when you go to UPS to look it up, it just keeps saying that they have not received it yet How Do you have a tracking number when the UPS don’t even have your parcel? Definitely not very happy the way you guys provide support for customers

No one has answered my email.

Would not honor text that was sent from West and Willow for free mug. I even copied the text and sent it to show what it said and customer service agent would not honor it. I think this is very very poor customer service!!! I will not purchase anything from West and Willow again.

Have not received the order, and this is the second email requesting me to evaluate my purchase! I inquired about status and you requested a picture of my damaged order. Since I never received the order, I did not know it was damaged nor could I send a picture. A second inquiry regarding shipping status provided the order was in production. No ship information to date and not much confidence at this point for Christmas delivery although ordered 11/21/24. I hope this is not yet another Facebook rip-off!

I give this at least a star because I was pleased with my pups likeness. I am frustrated by what I thought was excellent customer support. I did not want the background I got - and very well could have been what I clicked - they DO NOT send you a proof to verify. Once I got my order, customer service reached out to me to help me replace it and this time they sent me a proof they were very nice and they worked with me back-and-forth several times to get the order right. After we settled on the correct background, two days later, I got an email saying never mind you actually picked the original color and we can’t process this for you. Therefore, I’m stuck with an unattractive background on a gift that I’d hoped to give my family after we just lost our 14-year-old lab. I will find another company.

Ordered a two-pet portrait for a family member, placed the order on November 27. Received the wrong order and had to get it fixed. It is now Christmas Eve, the day I planned to give it as a gift, and the correct one has still not yet arrived. Customer service was helpful in getting everything fixed but there is absolutely no reason why something I ordered in November isn’t here in time for Christmas. Seems like a messy disorganized company to me. Nothing special about it anyways, I’d recommend going to one of the many other companies that do the same things. This sort of thing is way too expensive to be experiencing issues like this. And the portraits are cute but certainly no masterpiece.

I trusted that my 4th print would be a good as others. Well I was wrong. It didn’t look like our cat at all. Wrote a review and customer support emailed me. I responded with no reply. Completely ghosting me. It’s not cheap and was a Christmas gift for my daughter. So disappointed. Not worth the risk and frustration.

There’s nothing wrong with the product but the amount of times that you guys email per day is extremely obnoxious. I would never use you guys again purely because of this.