West & WillowReviews of westandwillow.com

Sent question regarding the portrait I was ordering. I was ready to purchase and use the 20% off code I received. Got no reply. West and Willow has no contact phone number and no live chat option. By the time I sent a second email and finally got a reply I was told the 20% off code had expired and they wouldn’t honor it. Asked for someone in customer service to respond. No reply. Ended up ordering the portrait after I got an email blast offering 15% off. Still never got an answer to my original question. Hopefully the product comes as expected, otherwise I’ll be returning it. How does a company that inundates you with email offers not have a phone number or live chat in todays business world??

I placed an order and haven’t seen a proof nor has it been shipped. Hope it gets here before Christmas

West & Willow offers a 10% discount for signing up for their mailer. They also offer free shipping for orders over $100 but then strategically prices the photos that by accepting the 10% discount it drops below $100 and then charges you back the shipping making it the same price as without a discount. Wow thanks! They also have a banner on their website saying orders before 12/9 are guaranteed before Christmas but my order confirmation doesn’t.

Good ordering experience; however, there has been no follow-up, no e-mail update about status, etc. I am not sure if I should be hearing from a designer for approval or just waiting for the order to ship.

My pet portrait was not right - the artist made my 13 year old dog look like a puppy. Upon seeing it I contacted customer service. I got an email back saying an artist was working on redoing it and would send me a proof - then - nothing - no correspondance since. Very disappointed in seeing this, after reading all the reveiws - the art was off, and customer servie was absent.

I was not happy at all with the notice I received about shipping. Immediately after I placed my order, I received a notice that it would be at least three maybe four weeks before I receive this. I feel like I should have been notified of this timeframe prior to placing the order. I called immediately to try to expedite my order, but they stated that if I didn’t do it upfront, I was unable to change the shipping preference

The product ideas are really cool. They advertise all over social media, but the customer service is terrible. I reached out with questions immediately after placing my order and based on the answers would have wanted to change my photos. It took several days to get a reply by email and all of the questions I had were not answered. Then I was told through email it was too late to change anything. The delay in response and the lack of clarity in answers is not my fault. While I was waiting for a reply I reached out on social, got different answers! I understand holidays can be a busy time however if they can not reply to customer inquiries in a quick enough time to answer questions about design decisions then they should reconsider any hard deadlines (or atleast flag orders where people have asked questions). Also they should be more consistent with answers as it is just frustrating hearing different things. They do not send out proofs, and they do not leave any accessories on your pet. If you decide to order from them be sure to reach out and ask all of your questions before you purchase but be prepared to wait a few days for a reply. I have yet to see my finished product and am still unsure exactly what it will look like (what photos). There are a number of companies that offer this type of product so if you want to see a proof or request certain customizations, or even ask questions to pick the best photo make sure you do your research in advance.

I still have not seen an image to review for approval. No communication from anyone