West & WillowReviews of westandwillow.com

I sent my complaint via email! Thanks. Looking forward to receiving my new mug.

It doesn’t look very much like my dog. The coloring is wrong and he has very distinct spots on his nose with pink shading that wasn’t replicated in the image. It would’ve been nice if I was able to see a mock-up before hand and provide any feedback. If the image I provided didn’t show enough detail, I would’ve expected them to reach out to me and ask for me to provide another one. Additionally, I ordered a digital version of the portrait as well which has still not been sent, despite the physical version already arriving. They did capture my dog’s eyes very accurately though. For something this expensive, I would’ve hoped for for attention to detail.

No tracking info or acknowledgment of order!

I'm updating it to two stars at the request of West & Willow for an updated review for replacing the *replacement* portrait of my cat they sent me (which was of a bulldog named Lola) 4 months later with the actual portrait of my tabby cat, named Ginger, like promised. Sorry, I'm not giving you a 5 star review for doing what you said you were going to do on the third try, with 9 reminders, over the course of 4 months. And with the prices you charge, you could use real glass, by the way. Don't order from this company. Anyone with halfway decent photoshop skills should be able to produce something as good as their "portraits," and the quality of the frame is not worth the price, either. And chances are, their customer service is going to screw up your order, so DEFINITELY don't plan on ordering this as a gift. Be warned. Previous Review Left for the sake of authenticity and full disclosure: So, I left a bad review before, when West & Willow asked me to specify in the text box what I wanted left in the photo, and I was surprised when I got my portrait and they didn't leave the toy I specified in the text box to leave in the photo, AND my cat had devilish black eyes in the portrait. West & Willow reassured me they were all over it, and they would redo the portrait and make sure I was satisfied. Literally like 5 MONTHS later, they send me a "proof" of a new portrait of my cat for approval, before they have their "artists" do her new portrait. (My cat is an orange tabby named Ginger.) The digital image of the orange tabby CAT with the name GINGER (as you might guess) is the PROOF they emailed me. The picture of the black framed PORTRAIT of the BULLDOG named LOLA is the PORTRAIT they mailed me some 7-8 months after my bad review was left and they reassured me they'd "fix the issue." They are literally just making fun of customers who leave bad reviews. That is their "customer service." Wow. That's an all time, like, internet-breaking low. I'm ashamed FOR you guys. Truly. IMG_20230110_163614_01.jpg IMG_20230302_160554.jpg My bad, you can't even post evidence of their epic failures, because, why WOULD they make their website or the website they utilize for reviewing their overpriced products user-friendly if they're just going to plan on screwing people over and laughing in their faces after they take their money? Jesus, this company is a sham.

still waiting for my digital copy of my mug with no updates.

Overall product is good - but the dimension of my dog on the paper is way smaller than he should be given the side of the picture

I am a repeat customer here and am extremely disappointed in how customer service handled my below issue. I placed an order as a gift for a friend at the end of January (or thought I did). I went to my email to look for the order confirmation and potential tracking information 2 weeks later as I thought it was odd I had not heard any update on the status of the order. I look in my inbox, junk/spam, and deleted items just in case I missed something and found nothing. Due to this (instead of calling and confirming with West & Willow beforehand which I should have done in hindsight) I went ahead and placed another order thinking there was a chance it didn’t go through since I did it from my phone. Last week I got an email notification that the order was out for delivery to my friend and within a day of that being delivered, I received a second email notification saying another order was being delivered. Came to find out that my first order did go through. I contacted W&W immediately sharing this honest mistake with them and they would not look to give me a refund or even a credit. I understand these are custom prints once they are sent but I chalk this up as poor customer service especially for a repeat customer (as they told me the confirmation email was probably in my spam folder which I had checked diligently). Now my girlfriend has 2 of the exact same prints of her dog and has no where to put the second one. Will most likely look elsewhere for prints like this in the future if needed.

Not lose your order, then say it’s been reliever when it sure has NOT. Been waiting close to 4-5 months for a simple order. Absolutemy wrong!