West & WillowReviews of westandwillow.com

Very disappointed with the image that arrived, we have a fairly large dog and the image they sent is relatively small, and the coloring was off. Contacted customer service and they were quick to reply. They asked me to send back what was wrong and so on, haven’t heard from them since and I sent multiple follow up emails. We found other retailers who offer the same product at a much lower price and the quality is amazing.

I purchased a portrait and when i got my confirmation email it stated the background color was not the one i chose. so i reached out to company and they said they couldn’t make changes after 30 min of placing the order. it took them 4 days to respond to my emails and my problem wasn’t a change in mind of color but it was simply an error in their system. they still told me they couldn’t do anything. they have a 60 day client satisfaction guarantee and they are not holding their end up with that as they have ignored my emails about this matter. i spent a lot of money on this and they pretty much said tough, so definitely proof everything before purchasing because they won’t do anything about it, just take your money.

I asked for the frame to be the bigger frame to match the picture I bought last year and you sent the same exact size again

I have never had such a horrible experience with an online company before. Ordered well before Christmas to ensure got portrait in time. I didn’t love the idea of not seeing a proof before, but they said it could be edited after free of charge. Well to my disappointment, they messed up the order of the names of the 2 pet portrait and didn’t add any of the very visible spotting on the dogs that’s was evident in the photo. It took over 2 weeks via email only, because of course they don’t have a customer service number, to finally get another proof approved. When it was received in the mail, the new version was wrong - they just resent the original copy. After a certain point, I just wanted to cancel. Customer service appears to just be AI generated responses, was offered no refund after the multiple mistakes on their part. There are probably cheaper, better alternatives for pet portraits on ETSY.

At this time I still have not received my order and there has been no response to my email requesting status. I am starting to feel like this was a scam.

I received the ring I ordered, and unfortunately, the spelling of the engraved name is not correct. The name I entered is "Fifi" and the ring I received has the name "Fofo." In addition, the lettering is very light and is hard to read/see the name.

I never received my package and customer service has been no help. This feels like a scam.

I wasn’t given timely attention to the order I placed. The customer service rep did not solve my concerns.