West & WillowReviews of westandwillow.com

I ordered my dog portrait and digital download on the 21st of May. It took quite some time to receive a shipping docket (about a month) and when I did I was confused as to why I didn’t also receive my digital download. I attempted to track my parcel (shipping from New York to Melbourne, Australia) but the shipping number failed to track for a few days. Eventually when it did populate it sat in transit, static for about 3 weeks. When I questioned it with West and Willow the communication was sub par. I received multiple ‘appeasing’ responses that were patronising and didn’t actually answer my question and it wasn’t until I threatened to report them to the better business bureau that they ended up sending me the digital download. I was again fobbed off and told that it wasn’t their business practice to send the digital download until delivery has taken place. Stupid, stupid policy. The parcel did eventually arrive on the 4th of August. The parcel had been left in the rain all day. Luckily, it was wrapped very well so it wasn’t damaged and just as well, I was satisfied with how they captured the spunk of my dog. The picture was beautiful but the frame was pretty average quality.

I placed my order back in May but only just received it after it was deemed lost. After waiting for 3 months and contacting customer service several times, they eventually realized the original order was lost and had a new one printed and mailed, which arrived quickly. I’m happy with the product.

I placed an order on 7/31 and paid the "skip the line" fee that was supposed to ensure a quicker processing time. My order has not been shipped yet (one week later). The website states that typical shipping time is 1 to 2 weeks without paying the extra fee, and so I'm not happy about deciding to pay the extra $12 skip the line fee. I can't speak to the actual product, since I have not received it yet. Edit: West & Willow refunded my "skip the line fee" and sent a shipping confirmation right after reading my review. The actual product looks great. Exactly how I expected it to look.

While it was a fun and easy process customizing the order, there was no way to go back and edit the size or color scheme. I had to start over again when I decided I wanted the 24x18 instead of the 16x12. Also, I made one for my mom and decided that I would put her pet's full name instead of nickname, and again, I had to start over as there was no way to edit the name of the pet. And if there was a way to edit, it was not at all clear as I spent quite a while trying to figure it out.

RE: Order process I wish there was an option to upload more than one photo. It could be specified which was the “main” one but the others could be used to improve eyes, colors, markings, angle, etc.

We had ordered a white frame and we received a black frame. The coloring of our dog is off. He is bright white and he is beige in the picture. If you are willing to correct this, we would be a lot happier. We would even be willing to change the background color if that helps. Customer service and shipping were excellent so far.

The picture is fantastic first off and it arrived quickly and safely. Unfortunately the service was poor, I opted in for the digital download but didn't have any contact about it. When I received the picture I emailed the support team asking how I get the download. The support team were quick to respond but told me that I hadn't ordered the download, I sent a screenshot of my invoice where it shows that I did, they send me back with their own screenshot saying that I did as well, the whole time not agreeing to their error. I am then told in order to have the image, I need to still pay for it, followed by an invoice of $692,147.16 - yep. This issue was eventually resolved but just shouldn't have happened in the first place.

I ordered on the 15th March, and as of now (30th July) it still hasn't arrived. The customer service has been good, but all they can say is that it is coming, but there are no updates on shipping for 2.5 months. They said they would send a replacement, but I have no details on that either. I also ordered a digital copy, but never received. I understand with COVID delivery will be delayed, but almost 5 months??