West & WillowReviews of westandwillow.com

My package was a gift and was delivered in a timely manner but I still have not received the link or instructions for the digital download of my order despite already reaching out to customer service. I would like to see what it looks like. You would think the digital copy would arrive as soon as it's shipped and you are asking for a review before I've even seen my order. Please send me the digital copy that I paid extra for ASAP. thank you.

Unhappy that I originally had free delivery and now have to pay. What gives ???

The frame itself was great. I ordered two in early December. One arrived with the wrong name and frame. They had to fix it and send a new one that is shipped but hasn’t arrived yet. Clearly after Christmas, for which it was purchased for. No urgency, apology, or anything on their end to correct it before Christmas. It was 100% their mistake, I had the correct name on the order when I purchased it. I understand they are busy, but felt that no attempt was made to handle the problem in a timely manner. Especially for the price of the frames.

I ordered a portrait and was not happy with how it turned out. IIt was dark and I could not make out my dogs features. So I sent an email and a new photo asking if the could just make anew picture from the new photo and I would be willing to reimburse them. I waited… no response. Tried to email them again. No response. So since this was a gift I went back in the website and reordered with the new photo as if I was a new customer. I think it’s ooor customer service that there isn’t anyway to contact West and Willow other than submitting a form and then not to have a response from them at all.

My two 8 x 10's came rolled up. This caused the prints to crease/wrinkle. An 8 x 10 is too small to roll especially when it comes as a fairly thick tagboard. (Paper/tagboard does not seem very quality.) One of my prints also came with a grayish fingerprint in the lower corner. I do not think that these prints are worth the hype, unfortunately. (They are, however, sending me new prints but I am still worried about the creases coming....)

I ordered a picture with three cats, 2 of 3 look pretty good but one does not resemble the other cat very well. A sample photo should be sent prior to shipping so that any changes can be made, especially with this being so expensive

I am very happy with the customer service I was given. Edward was excellent and addressed and resolved my concern in a professional, timely manner. The recipient was also very happy with how the art turned out. I am however disappointed in the product quality which is the reason for the score, specifically the frame. For $100, a cardboard frame and some staples doesn't seem reasonable, and it also arrived broken. I recommend lowering the price or improving the frame quality. Otherwise, it's not worth it to purchase the frame.

The picture is fine not great. With all the guidelines for the picture to submit it would be helpful to have the ability to put some comments. The most amazing thing about my pet was his blue eyes and they did not capture them. :( This was an expensive remembrance of him as he passed before Christmas.