West & WillowReviews of westandwillow.com

Wrong color of eyes on our blue-eyed cat.

The delivery date was not met and gift did not arrive in time for Christmas. Then when I checked it said the order was canceled. Upon reaching out they did acknowledge that they had issue with their vendor and it would be arriving in the next few weeks. Company was reactive not proactive in communicating their issues which is disappointing and to order the digital download took a second transaction.

I repurchased a phone case with custom art because the person needed a replacement. The first order in summer was fantastic, so I made an identical purchase for the holidays. I accidentally purchased the holiday order without using a holiday discount, and I attempted to reach out to add the discount but their support was so slow that I just repurchased it and asked them to cancel the first order. They couldn't and offered a discount instead, so I kept both orders for the same item. The first order arrived and the art was terrible. Nothing like the first order in summer (I asked for the exact same art). They painted my gray cat brown, gave her a Hulk neck, and you can see the drastic downgrade in quality from the first artwork and this holiday artwork (again, using the exact same photo). I went back and forth with support to fix the problem and they agreed to redesign the art using the original art from my summer order. That was nice, but I haven't seen the replacement. I've yet to receive the redesigned phone case, but I did receive the second order (remember, I ordered twice), and it came with the exact same subpar art from the rejected order. However, I don't have the energy to go through the ordeal all over again to get the second order also fixed. Now, I'm sitting here with two ungiftable, identical cases and without either redesigned case. Their customer service has also gotten considerably terse. They were friendly at first, but because this has dragged on, I don't even want to deal with them anymore because the tone has shifted. I reached out to let them know I got another case with the rejected art, and wasn't offered a replacement/fix for that one. Was just told, "Your replacement hasn't shipped yet," without addressing that the second order was also problematic. They clearly couldn't handle the holiday demand, and I'm out over $100 without any giftable items and it's already the end of the month. What I want is 2 decent phone cases, but, instead, I have 2 with art that looks nothing like my cat. Loved their stuff enough to repurchase, but the repurchasing experience has turned me from their products.

I reached out to customer service about getting a digital file because my package had been sitting at the post office and I wanted to have the photo by Christmas (which I explained in the email). I was sent an invoice for a digital print which I paid right away. It’s now December 29th and I never received the digital file. I did receive the hard copy finally and it was all crinkled.

I ordered this product 23 days ago and it is still marked as “order placed”. I have revived no updates or status on my order and am very disappointed with this purchase.

Frame was damaged, hook on back broken.

The picture of the dog itself turned out great. However, the first frame they sent was cracked and had an incorrect background. When they sent a replacement, 2 places were cracked and the background was still incorrect. Customer service rep was really nice and they sent the replacement quickly, but unfortunately received a messed up order again.

I never received my digital download