West & WillowReviews of westandwillow.com

I have yet to hear back from support and with proofs and a remake of my portrait. Your support team said they would send a proof to me and then remake and send. Please contact me

You sent me the wrong photo of someone else's dog. I was unable to gift for Christmas. Took an extra 2 weeks to be delivered the correct photo.

Received 2 frames… both completely broken. It is poorly packaged, the box it came in was smashed both times. Tried to ask for a refund and the only option is to continue submitted pictures and then receiving another frame. Hoping this 3rd one comes in one piece

The order I placed before Christmas, 11/29, arrived without the necklace for my wife, which was of our dog who passed from cancer right before thanksgiving. The replacement still hasn’t arrived and it’s 1/9.

Disappointed in the follow up on an issue with a print. Would be nice to actually speak to someone instead of dealing with generic email responses.

Arrived broken, waited weeks for a replacement and still did not receive it. I asked for a refund since this was a Christmas gift to which I got no answer. Very unhappy with the experience, wouldn’t recommend.

I ordered a print for my brother of his dog, and a pair of pajama bottoms of my dog for my husband on November 29th as Christmas presents. I received a (poorly rendered) print of MY dog with my brother’s dogs name on it on the 12th of December. I emailed customer support and received an email the evening of 12/13 saying THEY had indeed made a mistake and put the wrong dog on the print and will redo, send me a proof before shipping out the right print (awesome!) and asked if the pajama bottoms had the right dog on them. The pajamas hadn’t arrived yet, so I couldn’t tell them if they messed those up. After a handful of emails back & forth I was told that their mistake would be taken care of. The last email I received with information about the fixed order from West & Willow was on December 14. I have emailed multiple times asking for updates. I have been very patient, and very understanding. (Mistakes happen, I get it.) The pajamas arrived. They have the right dog- but the $100+ framed print that I ordered LAST MONTH? Nothing. No more communication with West & Willow, and no revised/corrected proof or the actual print. The next communication will be with my credit card company to get my money back. If you are thinking of buying a print or another product from West & Willow, after my experience- I would say don’t. Buyer beware.

UPDATE: Finally received my order FIVE days after Xmas and it was WRONG! Ridiculous. The canned response to this review about using this info to better themselves is a joke. ———————— I’ve ordered a portrait in the past and had some issues with speed of delivery, but after a LOT of time, effort, and follow up on my part I managed to get what I ordered in time via overnight shipping on them. I decided to order another portrait for our newest dog for Xmas. Placed order on Dec 16 per their promise of that being the order cut off date to receive portraits by Xmas. I even spent extra to “jump the line” and I “tipped” the artist. Well, it is now Dec 22 and radio silence. I’ve heard nothing since the order confirmation despite sending three emails and a couple of Instagram messages. Zero response. Will not be ordering from them again. Who knows if I’ll even ever get this order. I should be reimbursed for paying to jump the line and for shipping, and they should be sending me my portrait overnight for free so I get it by Xmas. Customer service sucks.