West & WillowReviews of westandwillow.com

There was an issue with my pets image. Customer service replied and said they’d send a new image for artwork approval. I emailed them that I hadn’t received the art proof and their reply was that my art replacement had been shipped. I then received a new coffee mug and no picture. Every single attempt at communication with this company has failed and I have still never received a replacement picture. I’d love a resolution option but am really at a loss with dealing with them. I so looked forward to my art but have been met with nothing but disappointment.

I’ve ordered from the company in the past and had great communication and shipping. This time, my product has been delayed and I’m still waiting for customer service to get back to me about my request to cancel the order. It’s been disappointing compared to previous experiences.

It’s been over a month since I ordered my pet portrait. I emailed to find out the status and was told my image and name didn’t upload and to please re-send (which I did). Another week later I email and ask for the status I was told there’s issues with processing and system issues. I was provided a “free digital version”. At no point were any of these issues brought to my attention by west and willow I had to email and keep asking the status. I still have NOT received my order or a shipping confirmation. I’m giving 2 stars because at least I do get an email back BUT this was a gift for a pet that had passed away and I’m very disappointed with the overall service and still not having received my purchase.

The website offered a discount if $100 was spent but it does not say it must be in US funds. the conversion rate is not shared. i spent $148 Cdn and it should have qualified. Very poor response from the team when asked via chatbox.

Fast production and shipping unfortunately I wanted to have a souvenir of our cat who passed away 2 weeks ago. The illustration is nice but unfortunately doesn't look like our cat. It will go straight to a garage sale.

I ordered a portrait on a Friday afternoon, and the next day I was able to take a better photo, so I emailed asking to submit another. Ralph emailed me Sunday morning to basically tell me it was too late and the designer already started. I am sure it's annoying to have customers reaching out to change photos, but I don't think Ralph made any effort to accomodate my request. That denial was 10 days ago, and it still hasn't shipped, so obviously they designer hadn't started it as he claimed.

I have bought 4 doggie portraits prior to this current one I just ordered. I am beyond happy with my previous orders. Unfortunately my most recent order did not live up to my expectations. The portrait of my Labrador is smaller in size compared to my smaller dogs (shih tzu) and (rat terrier) so it looks very goofy next to the other portraits. You would think the labrador would be larger then the small dogs. It's like they shrunk his head so there is more empty space then portrait. I have 4 more to order as we have 9 dogs but am hesitant to spend the money now.

Picture came out nice, but there was an added $11.98 charge that I feel like was snuck into the purchase. I didn’t okay it and it added itself during check out and I didn’t notice until the confirmation email. I won’t order from here again due to this unexpected and unnecessary charge.