West & WillowReviews of westandwillow.com

See below for my original review but I did want to update because since I posted this, the customer support team (specifically Kris) has gone above and beyond to help me. I was refunded for the additional money I paid for "front of the line" production and they very quickly corrected a print that went missing in my shipment. The prints came out beautifully and everyone who sees them in our home immediately wants to order one for their pet! I think this is a great product but the company is struggling to meet demand. This is a great problem to have for them but tough on customers. I recommend purchasing but do be cautious in your expectation of delivery dates and fast feedback. ORIGINAL REVIEW: I LOVE what you're doing, but customer support and shipping were a huge disappointment. I know things were crazy this holiday season, but I purchased three prints on Dec. 9 when I was pushed an IG ad that guaranteed holiday delivery. I also paid the $9.95 extra for each order for expedited production. I received one of the items on January 5, one item today (January 11) and I'm still waiting for the 3rd print! I emailed customer support three times over two weeks and finally DM'd your IG channel asking for an update on my order and got zero response. I want to order more of these as gifts and/or recommend this to friends, but based on the experience I've had, I don't feel confident in doing business with you again! :(

Every time I went back everything g I did previous would you away until it was in my cart. I had to re-do it 3 times!

I purchased a two pet picture. The dimensions were not exact therefore, there were gaps on each side of the matting. Also the quality of the paper, while thick, was creased.

My brother has a silver lab, I ordered a portrait and the dog in it is brown. I have reached out to customer service about the issue three times now without a singe response. Their FAQ on their website says if you are not satisfied they will "make it right". Clearly not the case. I offered to reuse the frame if they just sent me the print with the correct coloring, no response. Find a local artist to do your pet portrait, do not order from West and Willow. Update: after writing this review they did get back to me and say they will update the print with the correct coloring, which will be sent to me in 3-5 days. Hopefully they improve their customer service response time in the future.

Its very hard to get ahold of West & Willow, but I would say they need to update their website with a preview button.

***edit: excellent customer service ;)*** Ordering and Delivery was easy and fast. Wasn't completely satisfied with the finished product. Quite expensive for a picture of my dog with a filter on it. It would be better if I could see the final product before ordering so I could select a better picture or make adjustments.

I have seen these prints in my FB feed for months and really loved them. I felt the pressure to purchase a print by 12/4/20 to be received by Christmas so I placed my order...I was so proud of myself thinking this would be such a cute gift and even paid to have the digital product so I could show it off. In my opinion, what I received does not match the cost. I spent $129 and feel like what I received is worth 1/2 that at best. When I looked for the digital version...it appears they only sent me my original images...I have never received the "digital" version that I can easily see. I do not need my original images, I have those! The print does not have the depth, or show the character of the pets and detail as the ones advertised. This was truly an impulse purchase. Is it a cute idea? Yes but I simply do not feel that what I received was worth $129

Although I received my second time ordering with a broken frame due to poor packing, I was generously compensated and love the illustrations.