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Business Profile

Oil Portraits

West & Willow LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Oil Portraits.

Complaints

Customer Complaints Summary

  • 51 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/20/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    We place an order on 11/27/23 for a portrait of our 2 dogs. However, the portrait for one of them has an egregious error as the eye colors are incorrect. This is unacceptable. We emailed ******************************** on 12/9/23 and a **** from the Support Team responded: Don't worry, we'll be happy to work with you on a replacement right away and requested us to fill out a Replacement Request form. He also stated a Product Satisfaction expert will reach out to us within 1-3 days. We subsequently submitted that form on two occasions but have not received a single response. We recently reached out via their Instagram page, and a ***** informed us that my colleague sent you an update on 12/14." This is FALSE, and there was nothing in our Inbox (or Spam folder) regarding this purported update. We asked "*****" to provide an update and he has yet to respond. We've received nothing but a run-around from West & Willow. We were willing to accept an exchange for an accurate portrait but we are now demanding a full refund.

  • Initial Complaint

    Date:11/08/2023

    Type:Product Issues
    Status:
    Unanswered
    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 received the wrong picture frame and the photos of the dogs that came back dont look like my dogs.Customer service is slow and this isnt a good company to do business with.

  • Initial Complaint

    Date:10/10/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    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,

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



     

    rst promo code because the bundle was cancelled. So I technically didnt use any promo code for my modified order. They basically responded with the link to their policy. This has turned into a nightmare and I no longer want their product. Its the point of good business and treating a customer/consumer with common sense practice. I know there are policies and safeguards but sometimes those dont work or a special circumstance occurs that needs attention and common sense is used to come to a sensible solution. Its the principle of it.

    Business Response

    Date: 10/11/2023

    Greetings,

    We hope that all is well on your side.

    We are fully aware of the issue at hand and have been maintaining transparent communication with the customer. It is our pleasure to inform you that we have reached an agreement to provide a 10% refund, as per their request. The refunded amount totals $16. This reimbursement will be credited back to the original method of payment used for the initial purchase. Kindly be aware that it may take approximately 3-5 business days for the refund to be fully processed and reflected in the respective account.

    For your convenience, please find the attached document for your reference. Should you require any further assistance, do not hesitate to contact us.

    Wishing you a wonderful week.

  • Initial Complaint

    Date:09/13/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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:
    Resolved
    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.
    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:
    Resolved
    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.

    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:
    Unanswered
    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:
    Unanswered
    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.

West & Willow LLC is NOT a BBB Accredited Business.

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