West & WillowReviews of westandwillow.com

I ordered a pet portrait as a Valentine’s Day present weeks before Valentine’s Day. When it arrived, the frame was damaged. I immediately emailed them and took pictures as requested. I received a reply saying I would get a replacement. It never came. I sent NUMEROUS emails, many of which went unanswered. Finally on valentines day, I received an email saying they submitted for me to have a new portrait made and shipped to me and would send me a confirmation number, however being as how this was supposed to be a valentines gift, it had already ruined my plans. I thought it was a horrible experience overall and I have been very unsatisfied.

I was really disappointed in the final product. I ordered an 8 X 10 of a black lab. The lab only takes up I would say 1/3 of the frame and their is no spark in the eyes as the photo showed. This lab could be any other black lab out there. It was going to be a gift and now I think I will just stick it in a drawer and forget I wasted over $60 dollars.

The item arrived bent

I appreciate the timely response to my customer service request. They have always been extremely kind and willing to help. It saddens me to say that I still have not recived my order from November. I was originally sent empty photo frams and was told that my order would be shipped. I am now on my second attempt to receive my completed order.

It’s been a terrible experience buying from West and Willow (over $700 worth). Not only did everything arrive extremely late, but reaching out to your support email was very frustrating. Many, many emails. No real answers. No number to call. No possibility of escalating requests to a supervisor. No response from their Instagram DM ever. To boot, three of the portraits did not arrive well (one broken) and only two were redone.

I specifically asked for a review of the product before it shipped. I was not able to view what it was going to look like. The next email I received was a shipping notification. My fingers are crossed that it looks good when it arrives. Wouldn’t order from here again

Please do yourself a favor and do not order from this company. Their customer support is awful. After spending $300+ on a custom pet portrait and two quote frames which all came either completely falling apart or majorly damaged, their “customer support” team refuses to offer me a replacement and or a refund for my products. I hesitate in calling their team a customer support team because instead of supporting my grievances which were supported by photo evidence, they have led me on a wild goose chase with no end in sight...simply wasting my time and my money. While the custom art itself is beautiful, the actual product quality is extremely poor. The frames seem like they’re from dollar tree. The art is attached to the frame via flimsy paper clip like holders. There are gaps in all of the corners of the frame where the pieces meet. Also, before being framed, one of the pieces was damaged and to be able to fix it, I would have the take the whole piece out of frame. I spent over $300 on 3 products and am beyond disappointed. Do yourself a favor and DO NOT ORDER FROM THIS COMPANY. Don’t support a company that doesn’t care about their customers and instead hire a local artist to create a portrait of your pet. I wish I had done that. Instead, I am out of $300+, out of portraits/quotes, and I’ve wasted weeks of my time dealing with their lousy customer support team. It’s a lose lose situation. Take your money elsewhere.

Awful. Ordered 3 prints for the holidays. 2 out of 3 were totally off in coloring (dark gray instead of blonde), so had to request to her then redone. One is still being revised and sent back out, the other was updated then shipped to the wrong address so we’re waiting yet again. It’s been 2 months since I placed my first order and the item is still not in hands. Get it together, West & Willow!