West & WillowReviews of westandwillow.com

I'm finding it very difficult to obtain updates on my order. I'd prefer to not have to download a new app just for tracking/tracing, but I downloaded Shop, and still can't track my order. Please advise if there is a simpler way to do this or if I am doing this incorrectly.

I don’t like to rate so low but a number of issues made me rethink the initial rating. The initial issues I had with customer service should have been a warning, I was having troubles with a promo code I was given, contacted them and they didn’t really help. Couldn’t help the feeling I was getting brushed off. At the end of the day it did get resolved so I wasn’t going to make a thing about it. I waited a couple of weeks for the portrait and when I got it, it just didn’t seem to look like my dog. I have allot of respect for the artist and their job, it just wasn’t that accurate. I sent a picture of my puppy and in the portrait I received he seemed like an old man. I feel a bit disappointed.

It was ok, stuff didn’t save. Shipping should have had more options

I have reached out several times to know of status of my order. Other than a confirmation of "paid" I have heard nothing. Last message said I would hear back 48-72 hours and yet it have received. I have no idea status of my order. When Sled now 2x via email a week ago have not heard back.

Just received my picture wasn’t even close to the color of the dog plus not very well centered.

No tracking, no info on getting product, then it was a lost shipment, and now it’s going on 3 months to get it.

The customer service must be just one person - you have to have patience to work with them! I ordered on October 27 and just now received the order - they requested more pictures a month after my order!! I had to keep requesting confirmation that everything was ok with no response - it is just horrible customer service!! Finally received my order and even though it is a gift I decided to give it ahead of time since I am not pleased with it at all - trying to figure out what pictures they actually used! My daughter likes it and that’s what matters. Bottom line I do not recommend this company.

Received portrait last week and frame was completely broken. I submitted a replacement request with photos and David advised this will be processed with the graphics team within 3-4 days. Reached out yesterday for status. Haven’t heard. I love the portrait and W&W but fear they are in such high demand that’s it’s quantity over quality. I should’ve been bumped to the top of the line since already purchased. But haven’t heard any updates and would be nice to receive before the year ends.