West & WillowReviews of westandwillow.com

No update on order. No contacting or response when trying to contact. Attempting to get money back.

Ordered a custom pet portrait on 11/26/22. Added a digital download to my order for $8 (steep price to add a digital download IMO). On 12/05/22 I got an email saying it was "on the way". On 12/10/22 I emailed asking where I can download my digital file. 3 days later (12/13/22) I got a response with the digital file attached (still no hard copy had arrived yet). It honestly looked pretty bad. They added a tremendous amount of white whiskers and my dog has none. My 2-year old puppy looked like an aging old dog. West & Willow does NOT offer digital proofs or any kind of approval process, so you have absolutely no say in the final artwork. Luckily I was able to fix the digital image in Photoshop by removing the white whiskers. As of 12/15/22 (10 days after I was told it was "on the way"), still no delivery. I took my edited file to Staples and had it printed so I had something in time to get framed for Christmas. I still don't have the hard copy. Because there was no digital proof for me to approve, the artwork they created looks nothing like my dog. I'm happy to pay the $8 for the digital file (that I had to go and fix), but the $69 for the print I can't use (and hasn't arrived) is wasted money. Overall it's a great idea, and with a little Photoshop help on my part I was able to make the art look like my dog, but the whole experience was pretty awful. Most people aren't skilled in Photoshop and frankly, they shouldn't have to be! I can not in good conscience recommend this company unless they start offering digital proofs for approval. The shipping was also unacceptable. UPDATE: 12/19/22 and still no delivery.

Ordered almost a month ago with the goal of getting here before Xmas, just now got an order confirmation. Then shipping will take another month potentially? For a phone case? We will barely have it by Valentine’s Day.

Will not return my emails. They lost my package.

I have not received my order yet so can’t review but not happy with delay

Ordered over a month ago and still have not received my product. They are doing nothing to ensure I get it. It’s very difficult to reach them.

Unfortunately I received someone else’s portrait. This was for a Christmas gift. When I contacted customer service they had to cancel the original order because I wanted 12x16 and was charged for an 8x10. So I was charged for the difference. but I would have thought you would have offered me some kind of compensation for the mistake. ie free shipping, offer to redo it and send out priority, It would have been nice to have this gift for my daughter when she is home for Christmas! Really disappointed ☹️

I am not usually one to complain about businesses, especially small businesses but I hope this helps someone else.I have had the WORST time getting my complete order. My original order was on 10/10/22. Today is 12/15/22 and I still have not received the full order. The products themselves (that I have received) are great and I was hoping to order more, but at this point I don’t know that I will. They ship everything in the order out separately so that was a mess from the start, but they also sent me stickers of someone else’s dog. They said they would replace with my own dogs stickers as I had ordered, and this was on 11/27/22 that this was “in the fulfillment stage” per customer service. I have emailed several times since and have not heard back at this point. At the start, they did have great customer service but truly has just gone downhill. Overall, at this point I have a pretty spire taste in my mouth and just want my order that I paid for. Update: they emailed me my shipping info immediately after this negative review. Coincidence? Well upon my surprise, the incorrect stickers were sent to me. I’m really hoping I can get the original order that I paid for. Again, the products themselves are great. The organization and customer service behind the products, not seeming to be so much.