It's not just you. Willow has an 'F' rating from the Better Business Bureau. Seriously. They've had 339 complaints closed in the last 3 years, and their Trustpilot score is a dismal 1.4 stars from over a thousand reviews. The frustration is real. Most complaints flagged on the BBB site are about the product itself or just plain terrible customer service. People are fed up with pumps that don't work and a support team that's impossible to reach. This guide is for when you've hit your limit and need to get your complaint heard. Official site: Visit Willow
Best ways to complain to Willow
Trying to get a straight answer from Willow can feel like a full-time job. Here’s a breakdown of your options, from most to least effective.
| Contact Method | Details & Availability | Why use this instead... |
|---|---|---|
| Phone | 1-888-945-5693 (5am-7pm PT, Mon-Sun) | For urgent issues. This is your best bet for talking to a human, but be prepared for long hold times. |
| Contact Form / Email | Available via their website's 'Contact Us' page | For non-urgent issues & creating a paper trail. Use this to document your issue, but don't expect a quick reply. |
| Social Media | Instagram (@willowpump) or Facebook | For public complaints. Sometimes a public comment gets a faster response than a private email, but it's a long shot. |
⏱️ Estimated Response Times from Willow After Complaining
Immediate to 30 minutes, but honestly, it often feels longer.
| Method | Expected Wait Time |
|---|---|
| Phone | 30-60 minute hold time is common |
| 2-5 business days, sometimes longer | |
| Chat | 15-45 minute wait |
| App | The app typically just redirects you to their email/chat support |
🔍 Tips to Get a Quicker Response from a Complaint
- Call right when they open (5am PT). You'll have a better chance of avoiding the midday rush.
- Have your pump's serial number, order number, and purchase date ready before you call or type.
- Don't just say 'it's broken'. Be specific: 'The pump is losing suction after 5 minutes on the left side.'
How to Escalate Your Complaint
If you've called and emailed and are getting nowhere, it's time to escalate. Don't just give up. Your next step should be filing a formal complaint with an external body. For a company like Willow in the US, your best bet is the Better Business Bureau (BBB).
How to File with the Better Business Bureau (BBB)
Filing a complaint with the BBB is free and done online. You'll describe your issue and what you want as a resolution (e.g., a refund, a replacement). The BBB then forwards your complaint to Willow. The company is expected to respond, and the whole exchange is documented publicly. The BBB works, but prepare to wait. Willow usually responds after a reminder or two, so stay on top of it.
Email Template to Complain to Willow
Subject: Urgent: Unresolved Issue with Order #[Order Number] / Pump Serial #[Serial Number]
Hi there,
I'm writing again to resolve an issue with my Willow pump, which I first contacted support about on [Date]. Despite my previous attempt, my problem remains unsolved and frankly, the amount of time I've had to spend on this is incredibly frustrating.
My pump [Clearly and briefly describe the problem, e.g., will no longer hold a charge for more than 20 minutes, making it completely unusable]. This has been a huge inconvenience and not the quality I expected for a premium medical device.
To resolve this, I need you to send a fully functional replacement pump (or relevant part) to my address on file immediately. I also require written confirmation of the shipment and a tracking number.
Please be aware that if I don't receive a satisfactory response and a resolution plan within 48 hours, my next step will be to file a formal complaint with the Better Business Bureau and post my experience on public review sites.
Thank you for your prompt attention to this matter.
[Your Name] [Your Phone Number]
Additional Helpful Tips to get Your Complaint Resolved
- Ask for a supervisor immediately. If the first-level support person is just reading from a script, politely say, 'I appreciate your help, but I need to speak with a supervisor or manager to resolve this.'
- Request a ticket number. Always ask for a reference or ticket number for your conversation. It creates a record and makes it easier to follow up.
- Mention the BBB. One user on a forum said they casually mentioned, 'My next step is probably the BBB,' during a phone call, and the agent's tone changed immediately. It shows you're serious.
- Use specific keywords. When you write or call, use words like 'defective product,' 'unacceptable service,' or 'failure to honor warranty.' These phrases can sometimes trigger a different internal process.
Let Pine AI Help Raise the Complaint to Willow
Tired of waiting on hold with Willow support, only to be told the same troubleshooting steps you've already tried three times? Sound familiar? The endless cycle of explaining your pump's suction problem or connectivity issues to different agents is exhausting. No joke. Pine AI can handle the persistent back-and-forth for you. We manage the complaint, follow up relentlessly, and document everything so you don't have to. Let us take over the headache while you focus on literally anything else.
Frequently Asked Questions about Willow Complaint Filing
What if Willow doesn't reply?
Can I escalate my complaint legally?
Are there lots of people leaving Willow?
Is this the right phone number to contact Willow?
What's the easiest way to cancel a subscription with Willow?
Other ways that I can contact the Willow?
Why won't my Willow pump connect to the app?
Olivia Harper
Content Manager
Olivia Harper, a Content Manager with nine years of experience, creates user-focused guides on subscription services. Featured in Digital Consumer Reports, her work simplifies subscription terms and cancellations.
