Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/13/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 5th of 2023, I decided to place an order of a portrait of my mothers dog who had passed away as a gift to her. About half an hour later my brother notified me that he had already placed an order with this company to get the same portrait of the same dog for a mother. I then email customer service for ********************** and asked for a cancel on my order. I was told that it could not be done within the time period, and had no other option, but then to keep the portrait. A couple weeks has gone by, and I just received an email this morning that my order had been delivered. I however, have not even received the order that I paid for and I as not able to cancel. All I am asking is for my money back because I feel as if this company has robbed me of my money and its not providing the customer service needed. Now I am out $89, and havent even received an item.

• Initial Complaint

  Date:07/05/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with West and Willow on June 2nd, 2023. When I placed my order the shipping was expected to be between 1-3 weeks. It has now been over a month with no information from the company. I have reached out twice - the first time (at the 3 *******************) and they indicated that my order is still being processed. I asked them for an ETA and never received a response. The second time, they said they would look into it and I never heard back. There is no number to call so I am unsure how to get in contact with this company. As I sit here with no information about the product I bought and never received, West and Willow send out multiple promo emails every day...

  Customer Answer

  Date: 07/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:04/28/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my order April 1. The website states most orders ship within one to two weeks of order, three at the latest if a holiday. I have yet to receive my order or a shipment notification. When I reached out to find out the status, I was told it was in production and would ship shortly after. Nothing has happened since. I have reached out multiple times to find out the status to no avail. There is no phone number to call. It has been a month since I ordered and a week since I was told it would ship. I am starting to wonder if the company is legitimate based on all the BBB complaints.

  Customer Answer

  Date: 05/22/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding West & Willow LLC has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  **********************************************

• Initial Complaint

  Date:01/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a phone case as a Christmas gift and was charged on 12/4/22. Received a case on 12/19 but the wrong dog. They sent a second case, this time the right dog, wrong size case. I confirmed I ordered the correct size, but it does not fit the phone no matter how hard we tried. I send yet another email to request the right product yet again on 1/9 that they were going to get my replacement processed right away. I have not received any further information, and have sent two more emails and they are just ignoring me now. I would truly like to receive at least the correct product, but would at least like a refund, since they can't seem to get the order right.

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pet portrait and it arrived damaged. I have sent numerous emails and filled out their online form 3x. No response from them. I would like a new portrait or a refund.

• Initial Complaint

  Date:01/27/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two portraits from this company paying $141. I opened the pictures on 12/17/22 to discover the poor quality of these portraits. I have ordered once in the past two years ago and my pictures looked great. These new pictures looked cheap, the dogs faces were distorted and terrible artwork. I tried reaching out to the company but there is no customer service number only an email contact. I filed a complaint and requested a refund. They said they do not do refunds and will recreate my pictures. I have sent countless emails and it takes a week to get a response. They have twice sent me emails with new pictures, that are still of terrible quality. I again demanded a refund on 1/19/23 and have not had a response since. This is the worst customer service i have ever dealt with and they have not tried to solve this issue in any way.

• Initial Complaint

  Date:01/27/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First, let me say that I placed one order with West & Willow and was pleased with the outcome. Therefore, I decided to place a second order, but only part of the second order has been fulfilled. I am still waiting for the digital print to be sent to me. I have emailed their customer support email 4 times and filled out an online request form, but to this date, the company has not responded to any of these requests. This is very frustrating considering the good experience I had with my first order. Furthermore, it will literally take only 5 minutes for someone to just email me the digital print that I paid $10 extra for, so why can someone not just help me out quickly. I'm so disappointed in the company for how this has played out. They have definitely lost a repeat customer over something so trivial. Poor job.

  Customer Answer

  Date: 02/20/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by West & Willow LLC regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:01/24/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an iphone case cover with my pet's portrait on 12/22/22 and was immediately charged $56.90. I was sent a **** track shipment email on 1/4/23. Nothing has been updated on the **** tracking site since 1/4/23. When I reached out to **** it states it still has not received the item and to contact sender. I have sent 4 emals to West & Willow now with zero response. I have asked to follow up on lost package and most recently have just asked for refund. With NO response. There is no customer service number to call - which will be a red flag for me going forward.

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/25/22, I purchased a pet portrait from West and Willow--order #******. The item was a Christmas gift and orders placed before 12/9/22 were promised before ****. On 12/7/22, I received a portrait with the sizes and colors of the pets switched. The same day I informed them of the problem through their website portal. I heard nothing until 12/16/22, when they sent me new art to approve. I replied "Approved, but only if it can arrive by Christmas. I know its tight, but its useless to me if not, which is why I bought so early. Thanks for understanding." I heard nothing until 12/21/22, so of course I purchased a replacement gift for the item, assuming it would not arrive. On 12/21/22, they replied to me "I have now sent this to our fulfillment team. I've upgraded your shipping method to ensure that you will receive this before Christmas. You will receive an email as soon as it ships out." The item was not received by Christmas, so on 12/28 I requested a refund. The seller ignored my request for a refund and stated instead "I sincerely apologize if you haven't received your order yet. Upon checking, I can see that your order has been shipped and I've included the information below so you can track it right to your door." The item was received on 12/30/22 and is completely useless to me. I would be happy to return it to the seller, but am unwilling to pay return shipping.

  Customer Answer

  Date: 01/27/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by West & Willow LLC regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  Date:12/30/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a custom pet print on November 24 for $112.50. I upgraded the order to include the walnut wood frame. I received the framed print Dec 7th. It was received damaged. There was no protective materials used for shipping, the box was open down the middle, and the frame had come apart on all four corners. The frame was also not made of walnut, it was made of another material and had a walnut colored adhesive around it - which was coming off. I immediately emailed their support team. I received an automated response that stated to file a claim here: ************************************** and that once the form is submitted, I would receive an email confirmation and my replacement would be processed in 48 hours or less. I received no confirmation email. I followed up one week later on Dec 14th and received no response. I followed up again on Dec 15th and received no response. I also posted on their ******** page in effort to reach someone on Dec 16th - also without response. At this point I gave up and found another gift to replace the damaged one. I filed a dispute with my credit card company on Dec 20th. On Dec 24th - 17 days after the damage was reported - I received an automated confirmation email thanking me for ordering a portrait. I immediately emailed back stating a needed a refund for the damaged item - not a replacement - as it was now Christmas and the item would not be received for weeks. I have gone back and forth with their support team multiple times since then as they are refusing to refund the order.