West & WillowReviews of westandwillow.com

The product is great for the most part. I have received my physical portrait already which looks gorgeous. I emailed regarding my digital copy they said it would come when it was delivered, but it didn’t. I then emailed back and have gotten no response which upsets me since I paid extra for that.

Frame came in scratched. Took a while and lots of back and forth. I asked them to make it a size larger since they had to remake and they said No.

The shipping are too long

I wish the image of my dog was a little bigger and the name was moved down a bit more. To improve in the future I think you guys should send a confirmation image first before making and sending the product. We are paying a lot for a printed image so I think we should love the item not just settle with it.

Digital download that I paid extra for just keeps saying there is an issue with the third party application so i cant even access that.

Placed order on 07/21, and still haven’t received any notification that items have been shipped. Most places I order from, I get some type of update within 3-5 days.

I sent it several emails but never got a response until late and by that time the portrait was already sent out. I was unhappy about the neck portion and had sent in another picture but artist didn’t use. I would like to have it redone or else get a refund.

We ordered a custom memorial pet portrait 6/7. Checked status 6/21 after not receiving shipping info, told order in production. Followed up again 7/1 after not receiving shipping info and simultaneously filed BBB complaint asking for product or refund. Replacement order generated 7/8, item finally delivered 7/12. Scale of portrait much smaller than another West & Willow pet portrait, have to admit the product satisfaction team did a great job with a replacement. Not sure if original shipping issues were a glitch, but the company has an F rating from BBB. Think W&W would be better served with customer satisfaction sending a digital image for approval before shipping final product. In the end we are happy with what we received, but it was distressing having to work so hard to get the portrait of a pet that we were mourning.