West & WillowReviews of westandwillow.com

Love the product BUT not the company. I Ordered a pet portrait for a Christmas gift on Dec 7th. Paid the the “skip the line” option where your image will be processed faster. Never received my tracking email in the 7-10 business days as stated. I instead got 2 review requests from West & willow. Shipping states 2-3 weeks for shipping. Product didn’t come in until Jan 7th.

The artist did a great job painting the dog but ignored my specific request to show the blue color of one of the eyes, instead simply making both eyes brown.

For $143.00 I was expecting something a little nicer than what I received. Now I understand the lateness of it was due to a busy holiday season however what I received Is nothing like what is described on the site. Also the digital download that was $9.99, what exactly is that? Should I have received something digital? I guess I thought I was going to get a quality piece of art but I was mistaken. Unhappy customer, B. Bailey

No customer service interaction whatsoever after multiple attempts to contact. Very unclear ordering/shipping process.

Lots of mix ups I ordered 4 pictures and 3 of them had errors... Not very good

***Edit Jan 19th*** Now I guess I'll wait another month to receive the print... What a painful process to deal with this. Hope we'll be satisfied with the final good. ***Edit Jan 16th*** They sent an edited version that seems better. They also sent a tracking number that says that the order is ready for pick-up. ***Edit Jan 11th*** They acknowledged receiving our complaint about the disatisfaction. ***Edit Jan 8th*** Received the package. We are not satisfied with the final portrait. Sent them an email to say so. ***Edit Jan 6th*** Still no package. Now that I wrote this review, West and Willow is more than happy to turn this around by... sending me a tracking number. Seriously, that's insulting. The order was only sent on Christmas eve (dec 24th)... way to go guys! Way to manage people's expectations. ORIGINAL: Ordered a Christmas gift on the 1st of December. Their communication mentioned that it would be there for Christmas. We are on the 5th of January and the gift still has not arrived... Customer service keeps on saying "it's coming"... Very poor service, I would never recommend buying anything from them. KEEP YOUR MONEY Reply from West & Willow 16 hours ago Hi Loic, That was definitely a long wait! It sounds like we didn't give you the type of service you deserve. Please check your inbox for an email from us. We'll be more than happy to turn this around for you.

I ordered on December 7th, I didn't receive my order until January 5th. No response from the company until the second time I use their online form. I ordered a white frame and a digital print. I received a black frame and still no digitals. Worst of all, they misspelled my pet's name. All they had to do was copy/paste from the order.

I ordered 11/28 so I would get the picture in time for the holidays. Jan 5, still nothing! I’ve emailed multiple times with generic answers. I have a tracking number from 12/12 for UPS but there have been zero updates on the shipping. I emailed and they said “oops, it’s actually USPS” which it is NOT! USPS says the number isn’t valid. I also paid for the digital download, which if my item has actually been shipped, you’d think it would be available now. I’ve asked multiple times for it and they never respond. I’m probably going to have to contact my bank to get my money back. 😔 Order #139867 Edit: I REPLIED TO YOUR REQUEST FOR MORE INFORMATION AND STILL NOTHING. THEY ONLY REPLY TO BAD REVIEWS TO HELP THEIR OVERALL STATS!!!!! Edit 2: A negative review on their Facebook page finally gave me some results! A helpful email from support team member Jorielane who finally provided my digital download and refunded the cost of it. Still waiting for the print though, so hopefully soon (I know delivery services are busy with Christmas/covid)