West & WillowReviews of westandwillow.com

Update: I was contacted by customer service and told there would be a new picture created and I would review it before it was produced. I was supposed to get the new artwork in 3 to 5 days. It’s been two weeks without contact. This is day 2 since I emailed asking where the new art work is. Ordering was very easy and delivery was in a reasonable timeframe. Now on to why I gave one star….the product looks absolutely nothing like the picture I submitted. This was in memory of my sable colored German Shepherd. The colors used for this were black and gray. The picture takes up half of the canvas (at most). If there was a problem replicating the picture, I should have been contacted. I provided my number like it suggested during check out.To say I’m unsatisfied with this product is an huge understatement. I would never recommend this company based off of what I received.

When I received my order it was broken. The frame was cracked. I went to multiple places to get a new frame so that I could give to my parents as their Christmas gift and the sizing was off by a little bit on the print so it didn’t fit in any frames. I have emailed several times and have not received a single reply from anyone. $200 and my Christmas gift was a bust and I couldn’t even get a a new one shipped to me or even a refund because no one has responded. Awful customer service!

The first time the name was spelled wrong. The replacement came with the name spelled correctly but the picture seemed to be a copy with a dull cast and did not have the same bright vibrancy. I’m disappointed since this should have been a simple name fix. I don’t want another and will not order from you again. Please check your quality control.

The product was nice in the end but I had to have two of my three orders corrected which meant that they weren’t ready in time for Christmas ( still don’t have them in hand ) and Customer service was not helpful with regards to compensating for at least the full duty cost which I’ll have to pay again when the final corrected product is delivered. I think this would be the bare minimum compensation given I had to run out and get replacement gifts so I wasn’t empty handed on Christmas . I’ve tried repeatedly to discuss this with them and have been treated dismissively . I was offered a discount for a future order. However this only ensures the company they make more money off me , rather than correct the issue and ensure their customer is happy and willing to order again… which I am not . There are many more companies currently offering a similar product and I’ll likely try one of them for future orders .

I’m not very satisfied with my experience with this company. The first artwork they sent me was done in the completely wrong colors. My cats are grey/white and beige/brown. They did the grey cat in shades of brown and the beige cat in shades of silver. I contacted customer service and went back and forth several times about how to improve the artwork. They would fix one thing but not the other, and then if they fixed the other thing, they reverted the first image back to its original state. It was very strange. Eventually I settled for artwork I’m not happy with because I was tired of the back and forth and the confusion. I also requested to cancel my order a couple of hours after I placed it, and I know they hadn’t started the order yet as it was very late at night. Due to their policy, they wouldn’t cancel it. I wish they would have been a bit more lenient with their policy as I realized after placing that I didn’t love the style of the artwork, and I was right as I ended up dissatisfied and with artwork that doesn’t really look like my pets.

So update on the order placed black Friday, Nov 25, 2022. Order had two items, 3 pet framed print and phone case, four dogs total. After receiving multiple emails to review order I did in mid December before items arrived. iPhone case was mis-ordered by me (Pro in stead of Plus) but I contacted customer service within HOURS of placing order. Received email response on Nov 27, stating ". We're very sorry but we can no longer make any change in your order. Since we begin orders immediately, we only have about 30 minutes to make changes. " Again this was on Nov 27, as you can guess this was a Christmas gift. Since it couldn't be changed I figured at least it will be here and maybe her sibling would want the case. Receive almost daily emails up until stating last day to order to have in time for xmas. The 3 dog print did arrive by xmas just barely, the phone case however did not SHIP until 12/27, arriving 12/31. Mind you this was the "order that was started immediately" and could not be changed hours after placing the order but yet was not completed until over 30 days later!! Oh how was the 3 dog print? Physical pet drawing were ok, one dog was drawn/CGI created with one eye covered, but the biggest error was the dog names were incorrect!! Total bust on these gifts, hundreds of dollars wasted. To top it off received a text stating not too late to order the digital print, which I then did but magically I was charged through apple pay and my credit card was charged the $10.80 but they never received the order, so now I had to pay yet more money to get digital copies. Wish I would have read the reviews before ordering. I have filled out their form and still waiting to see if they will replace with the correct print. Stay tuned. I would say that even though the overall experience is subpar, at least customer service has reached out in a somewhat timely fashion so it could be worse. Hopefully this will continue with an acceptable resolution of the names. BTW DHL tracking number 420129799374810912401432145523 West&Willow order number 341928

Well after a 3rd try the print was finally corrected. Please save your money this stuff is very low quality. Frame is very low end like you get at a dollar store. Definitely not gallery quality like they claim on their website. They very cowardly only respond through emails and will not refund money. They say due to the customization nature of the product. Well if its messed up and I ask for my money back after 2 prints being messed up I should get a refund. Still will go for a refund and will seek legal counsel for it. Do Not Buy! I actually have an document stating refunded on it. Just a bunch of people reading boiler plate answers.

Submitted a replacement form in addition to this, yet to hear back. The custom photo on the phone case arrived damaged and scuffed. After 2 days of use it became even more damaged. Poor quality and design, it should be printed on the inside.