Robert Sweatman

Product as described. Great (and very fast) support when I had an activation issue - all resolved

Context: My previous order with West & Willow in 2000 received an excellent customer service score when a problem arose; it was a good motivation to order again.....

Sadly, “excellent” has turned into “poor” customer service. I ordered my pet portrait and digital download and Willow provided a link to the download with a note that it would only be available once the physical item had been received. My portrait received, but the download link not working. Email sent to customer services – no response. Chase-up email sent to customer services 5 days later – no response. A further 3 days (and link still not working and no response) I am now posting this review – and interesting to note how many other customers are giving a 1 star rating. Next challenge will be the recovery of the cost of the download.

And finally: I’m not sure if asking for a tip on a website is usual practice in the US, but in the UK it is totally unacceptable – and frankly ridiculous to ask before any service has been provided, and even more so in the light of the very poor service actually received!

I was looking to switch to Octopus Agile from my current supplier and made the request to Octopus by email as the Octopus online option did not allow this. Over a period of 10 days I had daily emails with Rich E covering a wide range of questions that I raised from tariff type to export options. All questions answered clearly, with full information and in a timely manner. My switch to Octopus initiated today. I couldn't have asked for better level of support. Thank you!

Good communication on arrival time. And time achieved

Ordered 1 x 10kg dumbbell. Arrived when promised, but unfortunately was a 1 x 5Kg dumbbell. I sent picture of the error, quick response the next day, and correct dumbbell arrived 2 days later.
Mistakes will always happen - but quickly resolved - good customer service!

Great process and great site. PC config tool is excellent, and the ability to post the spec to the Forum and seek comments from others was invaluable. I refined my spec at least 3 times and ended up with a great solution.
Once ordered, really clear emails on the build / testing / dispatch process

Final product was great and excellent customer service

Prompt production and delivery of the dog portrait. 90% of the design was excellent. Unfortunately, the designers converted sorrowful black eyes into yellow "wolf-like" eyes. [You don't get to see a digital version of the design first].

So contacted customer service, sent a side-by-side comparison of the original photo and the delivered product. They agreed it was a problem, redesigned the portrait (and this time sent a digital version for checking) and then produced and sent the new portrait... Excellent: and now hanging on our wall.

So.. lesson: be really clear in your order if there are key features which cannot be subject to artistic license!

I would use West and Willow again - the design is really clean: lots of space in the picture and the style is good

Initially very disappointing: 2.5 weeks after order no delivery and no apparent response from Sigma to my email request. However - they have turned this around...

* I ordered 2 x CN-HG701 Ultegra 11-speed chains on 19 April.
* On 22 April I received an email confirming that the order had been sent.
* On 30 Apr having not received the goods I raised a web query and sent and email request.
* Feedback left on Trustpilot left on 6 May re. no response and no goods.
* 7 May: Quick response from Sigma. [They were correct that they had replied to my email on 1 May but BTInternet decided that it was spam - while all the others from Sigma Sports were fine]. Goods resent, fast delivery

* 9 May Chains have arrived - thank you!

Ordered on Friday arrived Saturday morning - as described

Easy to set up. Hopefully won't need to use the insurance - but good to know it is ithere