Over thirteen months ago, I contacted this company to have two leather shawls made. My credit card was charged the same day for the full amount so that Kelly could buy the leather. It is supposed to take 12 weeks for custom orders according to the website. I allowed 24 weeks since I ordered two. I am still waiting.
I have contacted the company many times by phone and e-mail. Sometimes I receive a response, but usually I don't. I have been given many different shipment/delivery dates over the last eight months. I have dealt primarily with Kelly, but also with Gwen and Shannon on occasion. I have heard from all three of them that Kelly's health problems have made it difficult for her to get my order done, and that other designers were being called in to help.
I have told them that, if they can't get my order done, I would like my card credited. That request is consistently ignored, on voice-mail and e-mail. I have never had business interactions like this before (and I am an excellent consumer). If I had seen these rip-off reviews prior to placing my order, I would never have gotten involved with this company. Hopefully, someone will see mine and avoid the same mistake. At one point, this company had a Better Business Bureau rating of "F" (now it says unrated). I told someone (I believe it was Gwen) that I would be so embarrassed to be employed by a company that values their customers so little.
The latest word from Western by Design was today (3/29/13) - they are working had on my order and plan on having it done next week. I am hoping that I can add an addendum saying that I received my shawls and that they are beautiful. Like I have told them in our correspondance, I don't know that the shawls exist, even in an uncompleted form.