West & WillowReviews of westandwillow.com

I’ve received my item not too long after placing an order. I was actually surprise with how quick it was. However, I was disappointed with the packaging as it was handled without proper care and arrived to me already damaged. I think it could’ve been packaged better. My item was placed in a plastic bag and a regular frame box. The item had a scratched corner on the frame. I was disappointed as this was a surprise birthday gift to my fiancé. UPDATE: I wanted to take the time to update on my review and order. After sharing my unfortunate experience, I was contacted and was provided with a replacement order that came shortly after. I appreciate their gesture in making things right for customers.

I sent a photo in with a question to the artist asking if it could be made horizontally as the dog is a Dachshund and it was a great pic of her long body. Nobody responded to my request/question. I received the artwork in the mail yesterday-it was only a picture of her head. I’m very disappointed as I wouldn’t have ordered just the head. Why have a space for questions or instructions if nobody responds?

Shipment arrived way past three weeks promised, also frame was damaged upon delivery was not happy

On Our portrait, the frame was broken and the glass was broken because it is not packed with any bubble wrap to protect it. I will add that West & Willow’s customer service is fantastic. They are reprinting the picture and resending it.

I paid over $100 for this and my cats top of his head is missing and he’s ears are smushed down like a bloodhound....

Overall good experience, portrait arrived in timely manner and portrait captured my pet. However it would be nice to be able to add details such as a collar to further customize pet portrait.

I think the product will look great but I have not gotten any updates of how my project is coming along or when it will be here. I paid extra for it to come here fast and it has been three weeks with no updates on where it is at.

*updated: West & Willow reached out following this review and kindly offered me a full refund and cancellation of the order, or a partial refund plus 30% off my next purchase. I accepted the latter option and they followed up again to ensure I received the portrait. They also assured me they educated team members regarding the issue of changing orders and demonstrated their commitment to customer service by following up with me. Customer Support Communication Issues I've purchased 2 West & Willow pet portraits now. My complaint is with my recent order, which I requested to update with the following timeline: 1/4/2021 1645 order placed 1/5/2021 2305 I wrote to the support team to request one size down instead. 1/6/2021 0637 I received a reply from the support team stating "Sure thing! We'll be glad to update your order. I have forwarded your concern to the relevant team and kindly wait for the update within 12-24 hours." 1/8/2021 1331 I received an email that my order is on its way. 1/8/2021 1859 USPS site says a shipping label has been created. 1/9/2021 2040 I receive the following response: "We're very sorry but we can no longer make any change in your order. This option becomes greyed out on our end 12 hours after placing the order as we begin with the artwork promptly as well as the materials needs for the order." 1/11/2021 1840 Still no update on the portrait being sent by USPS. All that to say....I was told the order could be down-sized and that I would receive a response by 24 hours. Instead, the portrait was "shipped" (read: only label created) at the larger size shortly after 24 hours and the support team didn't contact me until nearly 4 days after the initial request to down-size. Feedback for West & Willow: if you're going to commit to responding within 12-24 hours, then you need to do so. Make sure all team members know that customers cannot edit their order after 12 hours, so do not erroneously say you can honor customer requests.