West & WillowReviews of westandwillow.com

Still havent receive my order after a month

It is currently January 7 and I placed my order on December 4, which is the cut off date they said they would have all orders made that day and before right on time for Christmas. I wrote an email and basically got an automated response. 3 days later, I finally get a tracking number and it says it will arrive no later than January 6. It traveled from the east side to west coast and it has been hanging out somewhere in California for days (I live in Hawaii). I was okay with giving late Christmas gifts, but now I’m just fed up. I will also mention that I did pay extra, for each portrait, to get them “ahead of the line”. I also tipped a pretty generous amount as well. I understand it was the holiday season. But this company does not care about their customers or even tries to keep their word. I can’t even make a review about their product cuz I doubt I’m even getting it anytime soon (or at all). Do not recommend.

I am not one to normally go out of my way to leave a review like this but I want to warn people away from this company. The ordering process is straight forward and simple I’ll give them that but the rest of my experience was absolutely terrible. I ordered for a Christmas present on the 24th of November and paid $20 for a ‘skip the line’ priority just to ensure it would be here on time (their website says 2-3 weeks without this). Once I placed my order, I was told I would receive a shipping confirmation email within 7-10 days. I received nothing so I emailed just to see how it was going as I understand it was a busy period. I was told they would escalate my order. After almost 3 weeks from ordering I emailed again and was told they were ‘finalising revisions’ on the 13th of December and would be notified as soon as it ships. I emailed again on 16th of December and was replied to with an automated email saying if I had ordered before December 4 I would receive a shipping email within 24-72 hours. I received nothing after 72 hours so I emailed again on the 21st and 22nd only to be responded to on the 25th of December an entire month after I ordered with a digital file of my picture. I responded on the 26th to ask if they could adjust the eye colour as they had made them blue instead of the brown they very clearly are in the picture I submitted and make the ears the same size. I was told they would make the changes and send me another digital copy to approve before they send the framed picture out to me. I received the framed picture on the 5th of January with none of the changes I had requested made. I have since sent 3 emails asking them to please correct the image and have had no response. Save your money and use a different company, this is the most terrible experience I have ever had with a company. The quality of the picture and frame are terrible and no where near the amount they charge for them and I’m surprised the frame wasn’t smashed with the terrible packaging they used. I’m sure there are so many other companies out there that are worth your money. My order number is #129849.

Is this a joke?! I’m literally in tears. Tears of laughing hysterically through my pain! This has to be a joke. Please tell me it is a joke! Over $40 for something that was suppose to be a Christmas present but arrived today, the 7th of January. $40+ for a portrait that is actually thinner than card stock, rolled up in a tube, looking like a cartoon of my daughter’s fur baby. This can’t be real. I’m serious. This can’t be. I literally could have printed this off on my home computer for free and it still would have been better. I am furious. I would very much like a full refund and y’all to be wayyyyyy more honest about the product people like me are ordering. I’d love to be able to post the picture of this atrocity

terrible service and wrong coloring took forever to get my pet portrait and once I received it, the coloring was all wrong. I contacted west willow regarding the shipment and never received an answer and now I'm afraid that i have to reach out again regarding the inaccurate coloring

Guaranteed to never get my business again.

The most disappointing gift EVER! Do not order from this company, you could do this with a $5 app on your phone and a printer.

This company is an absolute SCAM and steals your money. I ordered a custom pet portrait in NOVEMBER and have reached out to their support team NUMEROUS times with NO HELP and still have recieved NO information on the status of my order. Their company does not even have a phone number to call for help. This company is absolute garbage - DO NOT trust the good reviews - they were probably paid off. My money was stolen, I never recieved my order. I am reporting this company and disputing the charge with my bank. Absolute BS.