West & WillowReviews of westandwillow.com

I placed my order on Black Friday for three separate prints. Immediately I was told one photo quality wasn’t good so I sent other options. I thought at that point we were all set and wouldn’t think to look for other emails but weeks later apparently another dog image wasn’t good and the company is saying my delay in response will now not get my order to me in time for Christmas. No offer to rush or expedite even for extra charge. The only reason I even looked after initial exchange was to check on delivery! Very disappointed especially as my first order with the company was smooth. Holiday fail.

I have yet to receive a confirmation email on my order and it was placed over a week ago mind you I paid extra to “skip the line” :(

I ordered a portrait on 11/24 as a Christmas gift for my sister and have still yet to hear if my order has shipped. I emailed, reached out through social media channels, and everything but can't get in contact with anyone. I've seen on their Instagram lots of similar stories, I think they took on more than they could handle during this holiday season. It's very disappointing because I have seen great looking pet portraits but I have not been able to get any updates whatsoever and according to their website I should've received my portrait weeks ago. At this point can even get a refund?????? $72 for what??? A scam :(

Great concept but really poor quality frame and customer service and support is terrible. Image was fine but frame arrived with some damage (chips in the wood) because it was put in a box with no protection. The metal clip for hanging the frame is also way off center, to the point the I will have to replace the frame to get the image to hang level. Picture also arrived without some of the requested edits. I tried to reach out to them a number of times during the process as well and they never got back to me. Really disappointed and likely won't buy from again. 1/13/21. Update. Immediate after publishing my original review, customer service reached out to me almost immediately (12/19/20). I went weeks without responses after my original order but they apparently don't like negative reviews. Three and half weeks later my replacement imaged showed up (1/13/21). I, unfortunately, have to report that they still were unable to make things right. While they did correct the image, which was their first mistake on my original order, they still just tossed the image in a cardboard box with no protection (bubble wrap, paper, nothing.... Box showed up with a hole in the side of the box but, miraculously, the frame only had minor scuff marks. My main issue, the hanger on the back is, AGAIN, not centered. Rendering the frame unusable. If you've made it this far, here are my final thought....Keep your expectations low and you might not be disappointed with the delivered product. The images are cool but definitely not as cool as they make them out to be. Customer service is terrible, turn around times are poor and only get worse after they make mistakes. And whatever you do, don't bother purchasing a frame. They're compete garbage. After having two messed up frames shipped to me, I still have to go buy a third.

I ordered a phone cover on 12/2. I did receive an order confirmation, but have never heard from them again. I have no idea where my order is or if I will even receive it. If there is a delay or an issue, it would have been nice to receive an update. This was supposed to be a Christmas present for my daughter. However, I don’t think it will make it in time. Since she lives in another state, it is going to be a pain to have to ship it to her once we receive it. Took a chance on this company and definitely won’t be ordering from them again.

The art and the frame are low cheap quality, not worth the price at all. Image doesn’t represent our dog well.

It’s been over 3 weeks since I ordered the custom portrait for my friend for Xmas and I emailed asking about why it hasn’t come yet but not one has reached out to give me any info on my order. I think you should not say customers will get a shipping confirmation 7-10 days after their order if this cannot be promised. I am still waiting to hear back.

Because I send to email couple days ago I am still waiting my order and no one is helping me when will come the order