West & WillowReviews of westandwillow.com

I have never been able to get my digital download. I tried to contact customer service and no response. I never received a notice it was available. When I click on my order it is grey out and says still in process. Today I get a text that said I have 24 hours to download my digital file before it is archived, yet I still can’t get to the file. This is frustrating. With the lack of response and bizarre links it appears the digital download is a scam to get $10 and ignore the customer. I understand they make more money on portraits…so don’t offer a digital file if you don’t actually intend to give it to anyone.

I ordered a phone case for an iPhone 12 Pro Max. Received a phone case with the correct picture but fits an iPhone 11 Pro Max. Customer service was very pleasant and set up another one for me. Again, for an iPhone 11 Pro Max. So I reached out again sending pictures and showing the difference between an iPhone 11 Pro Max and iPhone 12 Pro Max and once again received one for the wrong size phone. I was really excited about this because it was a gift for my boyfriend with his dog on it and the order was messed up not once, not twice, but three times. So I have three phone cases with a beautiful image on them and none of them will fit his phone.

the print is. cute but the frame is not acceptable. very poor quality. I have reached out to the company twice with no response, thus my unsatisfactory review. This is a gift and it is not worthy of gifting as is. *****I received your reply back, however no email has been sent to me. please check your email (i've received ads so I know you have my email) or you may reach me by cell 319-361-1476*******

Per the policy I canceled my order within minutes to make an update to my purchase and still over 10 days later no reply back after emailing the company over 6x

UPDATE - Customer service is still terrible. After posting this review I finally received an email response asking to help make my order right. I responded immediately with my requests and 2 days have done with with no response, no follow-up, NADA. The leadership of this company should be embarrassed. I am completely disappointed with the pet portrait I received (order# 307211) and even more disappointed with this company's non existent customer service. I order a two pet portrait and received the print on November 8. One of my dogs looks nothing like the image I provided and the size is completely off. I've emailed customer service 3 times and received only a generic response with a "we will be in touch ASAP" - all with no solutions or specific follow up. They literally have NO way to escalate an issue so I'm about ready to start trying to reach them through twitter and through the BBB. Literally the WORST customer service I have ever encountered.

I’m super bummed about our most recent purchase. In the past we had received a portrait of our dog and it came out better than we could’ve imagined. This time we decided to get our cat so we can have their portraits side by side. We requested that more photos be added to help finalize the look of the portrait and that someone email us. However, we never received any email for review or anyone reaching out to discuss our expectation. The portrait came looking much more comic like than our first one. The portrait of our cat (although both are 12x16) is much larger and makes our 8lb cat look bigger than our 115lb German Shepherd when they are side by side. We’ve reached out to the support center to see how we can fix this and maybe get just the portrait replaced. We also want to fix this prior to our phone case portrait being finalized.

You also are unable to leave a review on the website. I wish I could send a video it’s pathetic. I tried to message the founder on LinkedIn but you have to join premium. Unreal…. Terrible cheap quality not at all conservation archival quality. These will yellow and fade. Literally cheap cardboard back. I am laughing at how bad my 3 pet portrait is.

Ordered and received my portrait without the frame that I ordered and paid extra for. I reached out to customer service and they sent me a replacement order for what I was supposed to receive. I received the replacement order yesterday and it was wrong again! All that was resent was the same portrait and again NO FRAME! This was a gift, which was far ruined. I’ve been trying to email customer support again and I am not receiving any replies. If I’m never going to receive the frame I paid for then I just want my money back.The worst experience!