West & WillowReviews of westandwillow.com

Haven't responded to any of my inquiries about my order. Its been 16 days and they haven't reached out except to charge my debit card. They said it would ship 5-7 days after order, and I also paid for an expedited order. Check out their instagram page anytime around 12/30/20 and you'll see plenty of reviews in the comments (unless they get deleted). I am super disappointed as I wanted to love this company but I will be taking action to get my money back. Edit: they did send my portrait and it did just arrive. Its a decent portrait, but the customer service quality for this company is extremely poor.

I’m very disappointed that my package did not arrive by Christmas. I placed an order on 12/9 and in the confirmation email was told that shipping details would be provided in 7-10 days. I paid for expedited shipping as well, so 10 days later when I haven’t received any shipping updates I reached out to the support team asking for an update. I did not receive any response from the support team until 12/29 (after I had to send a follow up email) when I also received a separate email with the shipping details that same day. It took 20 days for shipping information to be provided and had the expectation been set that it would be 20 days instead of 7-10 I wouldn’t be as frustrated. I’m not sure what the $13 for expedited shipping was for if it took longer to ship than expected.

I ordered 2 portraits, 1 of my 3 cats and 1 of my 2 dogs. The cat portrait was great as it closely resembled all 3 of them but the portrait of the 2 dogs wasnt quite as good. 1 dog, a dalmatian, should've been all white with black spots yet his face had a grey tint on one side and the other dog, a rottweiler should've been black with brown markings yet he had this grey spot around his mouth which i'm guessing was to be his bottom lip but it looks more like he had his tongue sticking out, which he didnt in the picture i submitted. Overall i was pleased with the portraits but the portrait of the dogs could've been better!

It’s been three weeks and haven’t heard anything. Sent email out to support and no luck.

Shipping time is extremely delayed, and I purchased the skip the line feature for a quicker turnaround time. I contacted their support and still have yet to receive an update. It’s been nearly 3 weeks and I’m still awaiting any response.

I ordered 2 pieces from West & Willow and extremely dissatisfied doesn't quite cover it. The first piece arrived broken. The frame was cracked in several places and fell apart. The Item was not properly packaged to avoid shipping damage. The second piece arrived with a black smudge across the side of the "print" underneath the glass. The artwork was also sub par and not at all what I was hoping for. To be honest I just tossed the second piece because there was no way that I was hanging it on my wall. Update: After making contact, West & Willow did make this right.

I was disappointed that I ordered well before the Christmas cut off date but my order still says that it is ready to be picked up by UPS (it first said this on December 12 and now it is December 28). When I emailed them, I got an automated response that did not resolve my issue. Now, two emails later, I have still not heard back about my specific issue. It seems like I am not the only person to experience similar issues. I understand that there are extenuating circumstances at this time, but an update would be appreciated. *I am updating to say that after emailing three times with no response, posting here and DMing on Instagram (and getting a response there), my package is now in transit. It took 19 days between when ups received the information to when it was processed at their facility.

This is the worst customer service I have yet come across. I haven’t even received my order yet that was ordered on the 4th. Hasn’t even been shipped yet as far as I know. I understand it was Christmas time and a busy season but I just wanted to know the status of my order. I have emailed about 4 times and only heard from them once over a week later after my 3rd email. It was just a generic email back, wasn’t really addressing my issue at all. after emailing them back about 2 weeks ago I have yet to hear back. Who knows if I’ll ever even get my order the way this is going.