West & WillowReviews of westandwillow.com

I called trying to change my address before the product was sent out. The person that emailed me back said that wasn't possible and that there was nothing they could do. This was very disappointing and I will not be using you in the future. Customer service is all about what you say not how you say it.

This was a portrait I had made for my sister who lost their family pet just before Christmas. I don’t recall there being an option for it being a “gift” to leave a message. Not knowing who it was from and then for her open, it sadly was damaged. I have been looking at West & Willow’s website for some time now as I wanted to get myself a portrait of my Buddy that passed away. I was very disappointed to hear and see that it was damaged. I would have thought before being packaged they would have noticed the damage before sending. The packaging was not damaged at all it was already damaged and packaged that way. I will say, the picture was perfect and looks just like her Cody so I am very pleased with that. I really hope West & Willow will make it right for her and me.

I am stilling waiting on my Christmas gift where an error occurred on my cats name . It is January 6!

Name spelt wrong, horrible communication. Did not believe they spelt it wrong. Also didn’t receive the ring I ordered

Very unimpressed with this company. I paid $80+ for a Christmas gift that delivered with the completely incorrect background. The company reached out to correct the issue but at one point completely stopped corresponding with me. I had to use a different method to get in contact with someone who would actually respond. Still awaiting the arrival of the replacement pic and concerned that if it looks anything like the first one that delivered the entire gift will be a waste of money.

I requested 2 cats and sent their pictures- one of the cats it’s literally the replica which is amazing but the 2nd cat is missing so many of his features that make him unique. I would love to have this redone.

Initial order went really well and was delivered fast. But there was an issue with the final product. Reached out to customer service and they responded quickly as well, with an image of the corrected version. Then nothing. Silence. No follow-up emails, no update on shipping dates, nothing at all. I wrote repeatedly to them and all emails were ignored. Will not ever do business with them again and will recommend that others look elsewhere. Customer service is absolute trash.

I ordered this for my sister in law for Christmas. Frame arrived damaged. I contacted customer service right away, they advised they would send a replacement. Due to how long it took to ship and arrive, there was no time to wait for a replacement. I explained to them that I did not want a replacement and wanted a refund as I had to spend additional money to get it reframed in time for Christmas. They asked for photo proof of the damage in order to issue the refund, which I provided. Since providing this, customer service has been unresponsive. They didnt issue a refund (like they said they would) and sent a replacement instead. I have followed up x3 on the refund and they have failed to respond to any of my emails. I dont appreciate the dishonesty; stating ill receive a refund and then not following through. I dont appreciate being basically ghosted after doing as they asked. I do not appreciate how this has been handled in the slightest. Will never order from here again and will tell everyone whos thinking about it- to avoid this company completely. Its a shame as the photo was great. However customer service is important to a company's reputation. If you cant provide good customer service, the product means nothing to me regardless if it was good or not. Do better for your customers.