West & WillowReviews of westandwillow.com

LOVE LOVE LOVE!!!!

Arrived much earlier than expected and my daughter loves it.

I am a repeat customer here and am extremely disappointed in how customer service handled my below issue. I placed an order as a gift for a friend at the end of January (or thought I did). I went to my email to look for the order confirmation and potential tracking information 2 weeks later as I thought it was odd I had not heard any update on the status of the order. I look in my inbox, junk/spam, and deleted items just in case I missed something and found nothing. Due to this (instead of calling and confirming with West & Willow beforehand which I should have done in hindsight) I went ahead and placed another order thinking there was a chance it didn’t go through since I did it from my phone. Last week I got an email notification that the order was out for delivery to my friend and within a day of that being delivered, I received a second email notification saying another order was being delivered. Came to find out that my first order did go through. I contacted W&W immediately sharing this honest mistake with them and they would not look to give me a refund or even a credit. I understand these are custom prints once they are sent but I chalk this up as poor customer service especially for a repeat customer (as they told me the confirmation email was probably in my spam folder which I had checked diligently). Now my girlfriend has 2 of the exact same prints of her dog and has no where to put the second one. Will most likely look elsewhere for prints like this in the future if needed.

The website is easy to navigate, customer service team responds quickly, and quality of product is superb. West and Willow is a hassle-free and trustworthy company which is why I have already purchased more than one products from them, and plan on purchasing more.

Looks exactly like the photos I sent! The frame and background is a nice touch! Arrived on time! I love it! I will cherish forever!

The ordering process was very easy, walking me through step by step.

I emailed you three times because you put the wrong name on the dogs portrait. I have the receipt to prove you guys made and error and did not respond to correct it. Thankfully the person I’m giving this to is a lawyer and we have set up to report you guys to the better business bureau for lack of follow through on your part to correct the error. This is unacceptable customer service and I will not be purchasing again until you redeem your error.

Can I give 20 stars… yet again?? The final product is amazing and heart warming… but the customer service is even better! I highly recommend you let them capture your fur babies!