West & WillowReviews of westandwillow.com

Unfortunately this company was not prepared for the increase in popularity of their products around the holidays. The “guaranteed” to arrive by Christmas wasn’t met (I ordered 2 days prior to the deadline). My print did arrive a week or so later and was unacceptable. The colors were wrong, etc. Getting a response from customer service took 4-7 days on average each time I reached out or responded to their reply. Ultimately after 7 weeks, I received my final print and I am happy with it! The customer service was very slow and often didn’t respond directly to the issue - lots of “I understand your product has not arrived…” and other fluff. If they could adjust their staffing and better train their customer service team, West and Willow could be 5 stars but they are not there yet!

A pleasure to deal with. I had an issue with my initial picture, I contacted the company, got an immediate response. I sent a new picture in and had a brand new case made. The best and easiest customer service that I have ever dealt with.

Easy to upload photo and lots of background/frame options!

Customer service was great in doing a replacement

Terrible experience all together. Placed order in November, weeks later got message that they lost the photo I sent and needed a new one (no big deal). The phone case finally arrived 5 weeks later and not only was the image too dark to see detail, with an ear cut off, but it was the WRONG SIZE CASE! They quickly fixed the image and sent me a new case. The second case arrives and once again it’s THE WRONG SIZE! They have a no-refund policy and were reluctant to refund me, but after messing up the order twice they conceded to giving me back my money. Quick to respond to issues, but quality control seems to be lacking.

West and Willow was so cooperative with replacing an order for a gift that I purchased for my family! They were timely on their responses and respectful in conversations. I appreciate their great attitude!

I absolutely love my pictures from West and Willow! They are beautiful and capture my pups perfectly! West and Willow also had amazing customer service. When one of my pictures came back and the colors were not right they sent me a drawing with the new colors and mailed me a new one for free. I am so happy with the product.

I loved the idea of this but the hassle is not worth it. It is pretty expensive for what it is and the quality is not really that good. I ordered for Christmas and when I received my order I was extremely disappointed. They do not offer proofs before they ship out your order or refunds. If they did offer proofs it probably would cut the hassle in half. I went thru the proper channels to get my order adjusted “to my liking”. After getting similar emails from their customer service for over 3 weeks I finally received a revised proof. When I had enough of the run around I asked for my money back and the very next day they sent me the proofs. I was still not happy with my order but decided to just settle with it so I did not have to deal with their poor customer service any longer. It was very clear they were over their heads and can’t handle the order load. They give you very generic email responses that you are top priority and will keep an eye out every so often for you order status.This lack of service seems to be a common problem. For the cost it is not worth the hassle of going around in circles. I told friends and family that this is not worth it and don’t recommend.