What's the fastest way to contact Willow?

Phone. Just call them. Everything else involves waiting for an email that may or may not come.

How do I file a complaint about Willow?

Use the phone. Be prepared to state clearly that you want to file a formal complaint and ask for a supervisor if the first person can't help. I had to do this once when my pump died, and the first rep kept reading a script about cleaning the Flextube™, which was obviously not the problem since the thing was completely dead.

Where can I find my account detail number for Willow?

It's not really an 'account number'. They'll ask for the email address you used to sign up for the app.

How long does it take for Willow to get back to me?

Phone wait times can be a toss-up, maybe 15 minutes. Email is where hope goes to die, expect a day or three. Sometimes longer.

What's the quickest way to cancel a subscription with Willow?

You have to log in. Go to your account page on their main website, not the app, and find the 'Manage Subscriptions' section. It’s buried a little bit, but you can cancel your recurring milk bag or accessory orders there without having to talk to anyone, which is a huge plus if you're touched-out and just want to get something done during a 3 a.m. feeding session.

How do I raise a complaint to Willow?

Start with a phone call to the main support line. State your issue calmly and clearly. If the agent can't resolve it, ask for the issue to be escalated to a manager or a senior support specialist. Make sure you get a ticket or reference number for your call.

My Willow is making a weird clicking noise, what do I do?

Is it the pump or the app? If it's the pump, check the Flextube™. I swear, 90% of the time it's because the green tab isn't perfectly, absolutely, one-hundred-percent flush against the pump, which is a ridiculous design flaw for a device that costs hundreds of dollars and that you have to assemble while sleep-deprived. No, it shouldn't click. It means the seal is bad.

How to Contact Willow Customer Service

Trying to get help with your Willow pump can feel like a whole other challenge on top of, well, everything else. If you're dealing with common frustrations like sudden suction problems or trying to figure out a warranty claim, which many users on the Better Business Bureau mention, you're not alone. It seems like every new parent is talking about the mental load, and when the tech that's supposed to help adds to it, it's a real pain. You can contact Willow through their phone support, a contact form on their website, or their social media channels like Instagram and Facebook. For official information, it's always best to start at the source: Visit Willow.

Last Edited on 12 Oct, 2025

Chloe Anne-Bennett, Streaming & Entertainment Editor

8 min read

Different Ways to contact Willow

Contact Method	Details & Availability	Best For
Phone Support	1-888-945-5693 (Mon-Fri 7am-7pm CT, Sat-Sun 9am-6pm CT)	Urgent issues, troubleshooting, billing questions
Live Chat	Available on the Willow website during business hours	Quick technical questions, app support
Email Support	[email protected]	Non-urgent inquiries, detailed questions, providing documentation

Customer Support Channels

📞 Phone Support

Getting a human on the line is often the fastest way to solve a complex problem. It's a bit of a wait sometimes, but worth it for urgent matters.

Department	Phone Number	Hours (Central Time)
Main Customer Care	1-888-945-5693	Mon-Fri: 7am - 7pm CT, Sat-Sun: 9am - 6pm CT

📧 Email Support

Good for when you're not in a rush and need to send photos or documents. Just don't expect an instant reply.

Purpose	Email	Notes
General Inquiries	[email protected]	Average response time is 24-48 hours.

💬 Live Chat

Their live chat is accessible directly from the support section of their website. It's great for simple questions that don't require a long conversation.

Where to access: Look for the chat bubble on the bottom right of the Willow Help Center page.
Steps to access: Click the chat icon and fill in your name and email to start.
Types of problems it handles: Best for app connectivity issues, quick product questions, and order status.
Escalation: The bot will try to help first, but you can request to be transferred to a live agent during business hours.

📱 In-App Support

Support is also available through the Willow Pump Gen 3 app for both iOS and Android.

Platform: iOS and Android.
Steps to contact: In the app, navigate to the 'Settings' or 'Help' section. You'll typically find options to browse help articles or initiate contact with the support team.

Estimated Response Times from Willow

Method	Expected Wait Time
Phone	5-20 minutes (can be longer during peak hours)
Email	24-48 hours
Live Chat	2-10 minutes
In-App	Varies, often directs to email or chat

Tips to Reach Support Faster from Willow

Call mid-week: Tuesdays, Wednesdays, and Thursdays often have lower call volumes than Mondays or Fridays.
Try early mornings: Calling right when they open at 7am CT can help you beat the queue.
Use Live Chat for simple issues: Don't tie up the phone lines for a simple tracking question. Chat is way faster for that.
Have your info ready: Nothing slows down a call more than having to search for your order number.

Before You Call: What to Have Ready

Your Pump's Serial Number: This is super important. It's usually on the pump itself. They almost always ask for this for troubleshooting.
The Email You Used to Order: Don't waste time guessing. Have the exact email address you used for your purchase ready to go.
Your Order Number: If you're calling about a specific purchase, find that confirmation email and have the order number handy. Trust me, it saves so much time.
A Quick Summary of the Problem: Know what you're going to say. For example, 'My left pump is showing a blinking orange light and won't connect to the app.'

Where to Quickly Solve Problems with Willow

If Your Problem Is...	The Best Contact Method Is...	Pro Tip
Pump is making a weird noise	Phone Support (1-888-945-5693)	Be ready to describe the sound. A phone agent can walk you through a real-time reset or diagnostic.
App won't sync	Live Chat	It's faster, and you can easily follow troubleshooting steps they send you in the chat window.
A billing error on your account	Phone Support (1-888-945-5693)	Phone agents seem to have the most authority to issue refunds or credits on the spot.
General question about flange sizing	Help Center (Self-Service)	Their website has detailed guides with videos. This is much faster than waiting for a person.
Filing a formal complaint	Email ([email protected])	Use email to create a written record. Put 'Formal Complaint' and your ticket number in the subject line.

Additional Helpful Links for Willow

How Pine AI Can Help You Save Time Contacting Willow

Tired of waiting on hold or navigating confusing support pages? Pine AI can help. While we can't troubleshoot your pump, we can manage any recurring subscriptions for parts or file a case on your behalf. Let our AI handle the tedious parts of customer service so you can get back to your life. It's fast, secure, and designed to save you time and headaches.

Frequently Asked Questions about Willow

Chloe Anne-Bennett

Streaming & Entertainment Editor

Chloe Anne-Bennett is the Streaming & Entertainment Editor at Pine AI. Chloe is a leading voice on the business of streaming, entertainment and the evolving landscape of digital media. Before contributing to Pine AI, Chloe was an entertainment correspondent for a major news outlet, where she reported on everything from box office trends to the impact of streaming services on traditional media. At Pine AI, Chloe leverages her deep industry knowledge to provide our readers with insightful analysis of the latest trends, helping them make sense of their subscriptions and where to hit the sweet spots in how to handle customer service reps.