West & WillowReviews of westandwillow.com

West & Willow’s support team assured me my two orders would arrive before Christmas if I paid an extra $20. This seemed like an odd practice considering I had already paid ann expediting charge when making my original purchase. But it was important for my packages to arrive before Christmas, so I paid the extra charge and they thanked me on December 16. Days later they told me the packages would not arrive in time for the holiday, and refused to keep their original promise by making any extra effort (overnight shipping, etc). As of this writing, they still have not refunded the extra fees I paid.

The pillow case I ordered took over a month to arrive. The picture was fine but the name was pretty much impossible to read because of the color, totally different than the other one I ordered in the same color. I emailed many times and was answered but it was just to put me off. Will never use again or recommend to anyone.

I ordered a portrait of my son’s two dogs. Admittedly, I spelled one of the names wrong. I e-mailed in less than 30 minutes and received a response the next day that it would forwarded and fixed. Unfortunately, not the case! So disappointed portrait came with the names spelled incorrectly. I contacted the company immediately by e-mail, the only way to communicate with them, and have heard nothing back! Terrible customer service. Happy to update this if and when I hear back. The depiction of the dogs is good. Horrible customer service.

1) I requested a halo with dates but that was missed. I received a portrait with just pet and name 2) it came cracked 3) Customer Service rep by the name of Kent has yet to reply to my inquiry of this issue. It’s going on 4 business days and a couple of follow ups to no response *update 1/4/24 - after their response below, I still HAVE NOT heard from them. I would like to know what “now” means for this company

Item was defective!

I received someone else’s custom portrait lmao. What a joke. Paid extra to skip the line and express shipping to make sure it got here before Christmas (ordered it 2 weeks ago) and was all excited to see what it would look like just to see 2 random pets faces on it. I emailed their customer support but have yet to see a response. Why would you charge so much and not have quality control.

The result is not close to the picture. The picture was taken at my daughters wedding and her dog had a beautiful Christmas wreath around her neck which was omitted from the picture. It is an oversized picture of the head of her dog which is positioned at the bottom of the frame. Three quarters of the page is a white background with her name. Not what I expected. Glad I did not send some nice photos of my labs.

The print I ordered was for a sage background, and a white background came.