West & WillowReviews of westandwillow.com

I still have not received an email about my digital file? I have an email that my order was confirmed and then updated. But where is my file? and when will my order ship? Order 303776

They asked for a tip at time of placing order?!!!??? It seems inappropriate to suggest customers consider tip before the service is rendered. Tips recognize good service. Asking for it before anything actually delivered seems absurd. Either send a link asking after the customer receives the item so the customer can assess the value of the service or just charge more for your orders up front if you feel your staff deserves more.

If I could give zero stars I would. I paid over $100 for a framewd picture of her pet. When it arrived there was no frame and it was rolled dents in the picture. It’s been almost a week since I first emailed the company and after 2more emails all I recieved is a automated reply that there will get back to me in 24 to 72 hours. I’m tired of poor customer service! Ok finally today after I posted this review I was contacted and told that a replacement framed picture is being sent to my daughter. I realize everyone is short staffed so I get why some things are falling through the cracks. Better luck next time! Ok I’m back they said they would correct their mistake but instead they just repeated it! Another rolled up picture with no frame! Back to zero stars again!

I was not super delighted with my mug. I thought the photo was too small for the cup and the name wasn’t quite centered and the letters were also too small for the coffee mug. Now I'm worried about the print I also order. Spend over $120 and im wondering if I made a mistake?

Subpar communication throughout the entire process from my perspective. I understand how busy companies may be, however, the projected 24-48 hour response was actually more like 72 hours. The response given was vague and didn't address my concerns whatsoever. I ordered 31AUG22 with the delivery expectation "within three weeks" in anticipation for a wedding gift for my bride. It arrived while we were on our honeymoon over 4 weeks later. Additionally, no proof of design was provided, and the product is not what I would have approved. The names of our dogs are written over the incorrect dog. Your marketing did a good job at enticing me to buy coffee mugs upon check-out, however, didn't give me the option to say I wanted two mugs with 1 dog on each mug (not two identical mugs??). I still haven't gotten the digital copy I paid extra for as well. Providing a proof early and effectively communicating with your customers when they ask concerning questions (like offering expedited shipping for additional $) will alleviate such disappointment. I'm very upset at how much I spent on a "custom" product I had very minimal input on. With that being said, the depictions of the dogs are great, and we like the design of your product. Fix the previously stated issues and you'd have a fantastic review with very happy customers.

I submitted a high quality photo.. it took about 3 weeks to receive the pet portrait. I was so excited to open it! And was highly disappointed. The colors were all wrong.. a white fluffy dog was dark grey… I had a difficult time contacting them for help. When I did - they offered to revise it at no cost to me. Awesome! That was a month ago and I still haven’t received the product.

Not great. I paid $30 to expedite the physical and digital pictures. Got the physical is two weeks and still haven’t received the digital even after emailing the company. Also paid extra for the shiplap background but received a plain white background. This was a birthday present and this issues kind of ruined it. Have not received an email response regarding my issues with the order. The quality was frame and picture were good otherwise.

I placed an order on Sept 23 and realized I forgot to include my promo code and emailed West and Willow immediately to see if they would be able to include it. I received the auto reply email saying they’d respond in 24-48hrs. I never heard back and noticed that my order has not progressed at all (on the tracking system) but I have already been charged. West & Willow had indicated that any changes had to be submitted within 12hrs as they start the design right away; however, it’s been a week and my order shows a status of “order placed”. I had sent a follow up email on Sept 28 to see if my order is going through and what the status is and still have not heard back. The products itself look unique and I was looking forward to gifting this in the future.