West & WillowReviews of westandwillow.com

Worst delivery timeframe. It’s been weeks, and no communication despite me emailing. Extremely disappointing and won’t order again- no idea when order will arrive, it’s already late for my dogs 14th birthday and was ordered over 4 weeks ago. Tracking does not work on ups website!!!

The quality is so bad compared to a few years ago, I am SO disappointed. It doesn’t even look like my dogs and they look sick and sad

If I could leave a zero I would. Portraits received were so poorly drawn I couldn’t gift them and ended up throwing them out. Delivery took forever. Ordered in November for Christmas - portraits arrived in January. Quick responses by customer service but never had any satisfactory outcomes.

I got the 2 pet custom portrait as a gift, the order came with one of the pets’ names completely misspelled. I reached out, filled a form and got a quick response saying that someone will be reviewing and that my order we’ll be fixed. Never heard from them again, it’s been over a week. I have sent several emails and filled another form explaining that this was time sensitive since it was a gift for a special occasion, no response at all. I’m stuck with an expensive portrait that I cannot gift and no response, it’s very frustrating because you can not call a phone number. Very bad customer service experience.

I was very excited about this portrait of my dog and to give it as a gift to my partner. The image I received does not look like our dog. It does not include a white patch on her chest, which is one of her most distinguishing traits. You have to look closely to tell if its her, because the color is incorrect (all black). I'm so disappointed that I spent nearly $90 on this gift.

I ordered the mug and print combo for my husband for June Fathers Day. The mug arrived broken, I immediately sent it back. The print I received of our vanilla coloured golden doodle Marlowe arrived and she is the wrong colour - her photo is clearly vanilla/white and the image is golden. I would like to have a replacement done and hope it can be done in time for Fathers Day.

Sent to wrong address, hasn’t shipped yet before I noticed error, told me that they could fix it as long as it hasn’t shipped yet. I asked them to change it and suddenly they said “we’re unable to change this as our system greys out the option 30 minutes after the initial purchase”. Okay well you just said as long as it hasn’t shipped yet? Then, I ordered a digital copy and never got it, then finally got an email with a link to download it, but it made me purchase it again. After already purchasing it.

I placed an order for Mother’s Day 2 weeks prior to Mother’s Day. That was April 25, 2025. I did not receive my order until May 23, 2025. In between that time I had no tracking number or information on how my order was doing and where it was. I spoke to customer service over 6 times in between that lengthy time, I also would receive 3-4 automated messages everyday about deals and offers before I ever received anything about my order. When I would talk to customer service their responses felt automated and I would be told the same thing, that my order was in the facility and there were logistic problems and shipping delays. Then when I open my door I see a package and I open it and it’s my order. Then 3 hours later I get an email with my tracking number and saying my order is on the way. A whole month after I ordered it. I also wanted to point out that I paid for checkout+ which ensures safety against theft, loss and damage. I will never order from them again and I encourage everyone that reads this to not waste their money.