West & WillowReviews of westandwillow.com

Wow what a waste of money. I bought 2 items a week apart from each other. The first one place on May 1st is still MIA and customer service told me to be patient and a shipping label will be out in the next 3-5 business days (it has been 6 business days and still nothing). I know we are in a pandemic so I am being patient but when I got the second order, I am just lost for words. I then got my second order placed for a friend (which I bought a later AFTER my first). It wasn't even a pet portrait that I ordered, it was three women "first my mothers, always my best friend"..... to one of my girlfriends for her birthday!! What is happening at this company....

After waiting what seemed to be an eternity for my image to deliver, upon opening I was wildly disappointed. Not only am I shocked at the low quality of this frame, but the 'craftsmanship' and effort putting the frame together are below acceptable. Two corners of the wood are not flush with one another and when the frame is laid on a flat surface, opposite corners peel up - how is this supposed to look good when hung on a wall? I ordered this piece on 26 April and it just now showed up on 15 May - little did I know that the shipping of this item was some of the slowest I could have ever imagined - I am confident the Pony Express would have delivered quicker. Not only had I been waiting day in and day out for this delivery as it was a gift for someones birthday that was earlier this month, but I had to have it reframed - something I paid West&Willow to do as being in the middle of a pandemic, framing opportunities are not priority or easy to complete during this time. I tried pushing the corners of the frame that are not flush together with no success - there are also scratches on the front of the frame. I cannot believe how low quality the frame is - I shouldn't have ordered it with the frame and maybe it would have shipped quicker and I wouldn't have been instantly disappointed upon opening the package. The frame is useless and cannot be used - I would be EMBARRASSED to give such a crummy gift to a loved one - much less expect them to try to hang it on their wall. I emailed their support email 4 times in a 30 day timespan with no response. I finally disputed the charge with my credit card company for a refund. Talk about poor customer service. Buyers beware.

Although I have seen a lot of reviews that the final product is great, I wouldn't actually know as I haven't received my order. It has been more than 6 weeks since I placed my order (an anniversary gift) and, according to the website, orders ship in 7 - 14 days. I even paid for the "Skip the Line" option to speed the process up, and...well, here we are. No pet portrait, the anniversary is past, and customer service has been TERRIBLE. Ridiculous responses from email complaints saying "So sorry, be patient, we are trying to make your portrait perfect," and then, when I emailed again TWO WEEKS LATER I got the same response almost word for word. I suggested that the company alter their website language to say "This produce ships in like, maybe, 2 months? We aren't sure and can't gaurantee...but, go ahead, roll the dice, maybe you'll get it someday!" - but they didn't take my advice. Will never use this service again. Terrible. Terrible. Terrible. I wish I could say the final product is good, but I STILL HAVEN'T RECEIVED IT.

I ordered from West & Wilow, one of my dogs looks beautiful but the other one does not look like him. He is a 10 pound chihuahua and he looked like he was 35 pounds, in the portrait he looked bigger than my 32 pound mix dog. I emailed West Willow and they told me not a problem they will send me a new portrait. The problem is, It has been over 5 weeks and I have not received a replacement. When I emailed them for an update, they keep giving me a very generic update that it seems is script. Not satisfied, do not recommend. This has been more than a hassle than anything else.

Ordered for my mother in laws birthday and one for myself for my own birthday. It came two months later, was very hard to connect with customer service and the product quality is not at all what I expected. The 3 lbs dog was portrayed bigger than the 10 dog. I feel misled, disappointed and the pictures are still sitting on my front step in the tube they came in because I’m that let down.

I can't recommend enough that you avoid this company.. I paid on 16 April 2020 around £60 for a portrait of my dog, together with express completion and a digital download. This was to be a present for my wife. I watched with anticipation as the supplied UPS tracking code showed my parcel was in NY, then being shipped to the UK and on 7 May my package duly arrived. A triangular strong cardboard package, it was still sealed and intact. The only problem was, the package was completely empty. No sign of my picture. I was straight on to customer service who took the time to try and work out what had happened and I was promised that another portrait would be sent. I got a image of what my picture would look like - pretty good actually, but I wanted the printed version. On May 14 I was promised another tracking code for a new picture but here I am, 10 days later, a dozen emails down the line with nothing, not even responses to my past two chasing emails over the past 7 days. I am £60 out of pocket and very very unhappy with the terrible service from this company. I would suggest you avoid them - which is a shame, the preview I have had of my picture looks great, but the customer service is rubbish.

This is not a trustworthy company. I purchased two portraits of my huskies and did not receive a preview of the artwork before it printed and shipped. When I opened them, one was not well done, so I asked to have it redone. The customer service team said it would take 3–4 days, but then went silent and stopped responding to me for four weeks. I have reported them to my credit card company and don’t recommend anyone to take a chance with them.