West & WillowReviews of westandwillow.com

The coloring on the final product didnt match the picture that was sent

This was my first order with W&W. I’ve sent messages about my order, received a generic response and was told someone would get back to me in 1-3 days. That was approximately a week ago. No one has EVER reached out. I also paid the fast shipping. Says 1-2 weeks. But it says that for regular shipping also. Lastly, it looks like the sweatshirt that was ordered didn’t even ship with the portrait? I paid extra on the shipping for that also. That was also the item I needed to speak to someone about!!! Can’t get anyone to message me back, of course can’t call customer service. So very disappointed with this experience!

You added white on his face and it is not supposed to be there.

The product came to be rolled up and bent. It was actually 7x9 not 8x10. The picture barely looked like the picture I sent and the product quality of paper was just that. A piece of paper . Should have cost way less.

I was quite disappointed with the whole process; won’t order again. I put my order in and when it shipped it had been 4 weeks due to the holidays so I was very excited to receive it as it was a gift for our close friends who put their dog down unexpectedly due to cancer. The frame was smashed on one corner when I received it due to the shipment travelling a long distance with no padding/cushioning. Simply in a box, in a bag. I filed a damaged claim and they quickly shipped another. This one too had a cracked corner but were fixing this one ourselves. Not worth the $$. Also, the picture itself is nice, but, the font size above the image is sooo small. His name was 3 letters and it looks awkward above the dog picture as it’s so small.

Although the face of the dog is perfect, the coloring is completely off. The dog has no white in their fur, and the picture shows so much white on the head and chest. Partly my fault as I sent a picture with sun in the background. This tells me they use an alternate way to generate the image than what I thought because it definitely picked up the sun reflection. Should be a way to upload multiple pics of animal so this does not happen. This is a gift, so I am not sure what I am going to do.

The shipping boxes are terribly fragile. And sadly this was my fourth attempt to get my order fulfilled. Initially the frames were not included despite me paying for them. I also wasn't given access to the digital downloads I had paid for. The replacement order to include the frames was only fulfilled because I paid for order warranty coverage through Onward, and even then it took multiple times of reaching out to have the order fulfilled properly, over multiple shipments. Then I receive a box that is bent and falling apart. This was a very bad first experience with a product that was obviously just done with an AI tool, despite the very high cost to the customer.

Frame came damaged.