West & WillowReviews of westandwillow.com

Liked the finished product, but was charged for shipping. It was supposed to be free for orders over $100. My portrait and digital copy were over $100. Have not yet seen digital copy arrive…I checked spam file.

Split shipment without notice, poor print quality, and slow support. Thought it would just take an email to get these resolved but it has been almost a week and I have not received a response. Update: over 10 days later (even though they mention 12-24 hours for support) I got help and they sent out a new print.

Too many pop ups

Would like to review the product before it’s sent.

I love your product. This is why I keep returning to order more gifts. It would be a perfect experience if I didn’t have to call or contact you after each order to get a status. It’s always 14 days after I place an order before I start to worry and I called and then suddenly I received the item within a week. If you could tighten up that whole shipping and communication process, I would be very happy. Thank you

My original review is posted below for transparency. After following up again, I was able to get a response from the Support team. I appreciated that they provided a partial refund of the 'skip the line' fee that I originally paid. They confirmed I'd be receiving tracking details in 2-3 days. The package came a few days later although I never did receive any sort of tracking details so I was not aware that my package was even delivered. I provided this feedback and they were receptive and offered a digital copy of my portrait. I'm updating my rating from 2 to 4 stars. The portrait itself turned out great and the customer service (after many email follow ups) was good. The lack of response from my initial inquires and tracking details is what prevents me from giving 5 stars. Overall, the actual portrait was amazing. The process to order was easy. The shipping time and tracking was terrible. My advice, if you need it by a certain time, is to order at least a month ahead. "I'm being asked to review a product I have yet to receive. Order was placed over two weeks ago and I had paid extra to "skip the line". Their shipping FAQ stated I'd receive my order 1-2 weeks from purchase date but I have yet to even receive tracking details. Yet,I've received a ton of promotional emails and texts. I've contacted their support team a couple times. The first time they said I'd receive tracking details within 2-3 days. That was six days ago. The second email said they'd follow up ASAP. I have yet to receive a response. I'd like to rate my experience higher since the process for the portrait was easy but I can't review something I haven't received."

Great customer service

The buying process was extremely easy. But being able to track my order is not. I was able to track it once or twice and now it’s not letting me.