West & WillowReviews of westandwillow.com

I ordered 6 pet bowls. Those are quite expensive per bowl but I’ve ordered pet portraits from you before and I thought they were so great, good quality and digital art was done well. I decided to go ahead and order the pet bowls. From the time I purchased, I immediately started receiving a ton of marketing emails with some saying I “left some things in my cart” and another about not confirming my order. I checked my account and I confirmed I was charged. I received no email confirming I purchased 6 pet bowls. I reached out to customer service about it and they assured me it was confirmed and that they will let me know when my items shipped. A few weeks went by and I still hadn’t seen the notification for shipping. The website said items usually ship in 1-2 weeks. It had been 5 weeks. I contacted customer service again and then all of a sudden I get the shipping notification. A week later, I received the bowls. They were individually boxed and I had only received 5. I was missing one. I had to write customer service again. They said they would fix it and I believe I have it coming to me. Even though it had taken almost a month and a half to receive them, I was so excited to see the bowls. I opened them up and was quite disappointed. The image of my pups were small and cut off. It does not look like what their example looks like on the site. On the site, the image of the dog is larger and the bottom of the image starts all the way from the bottom of the pet bowl. All my bowls have my pups’ images starting a half inch up from the bottom of the bowl so it looks terrible and small. Even the size font for their names is a lot smaller than what is shown on the website. The bowl itself is a good sturdy bowl but I paid the price that I paid to get them personalized and done well as advertised and what I received was not done well and not worth all that I paid for them. Customer service was responsive and mostly helpful but I’m not sure if I’ll order from this company again if the quality of print was as I received.

Edited to add: After my negative review, West and Willow reached out and fixed my issue in a timely manner. They were very helpful and sent me a proof before they shipped my new piece! I was extremely pleased with the new portrait that they sent, free of cost! Thank you, again!! :) I saw West and Willow on Instagram and thought, Omgsh well I absolutely love my dog, sooo I am totally doing this! The portraits were identical to the fur babes. How cool. So, choosing the size and frame was easy peasy. Uploading a photo was easy, too! I was so so excited to receive my very own portrait of my pup, Logan. He’s a Golden Retriever. Well my portrait was delivered yesterday and I am so bummed to write that the color is totally off. Logan is a yellow Golden Retriever and the portrait of him is so dark :( he almost looks chocolate. For that, I am so very disappointed.

I requested a call back from Customer Service and never received it.

Picture is nice and clean. Huge exception to the fact there is a random grey dot right in the middle of the picture and the fact that it’s creased in the upper right corner.

It's been 7 days and not a word... can't even track my order because it tells me that they'll send me an email when it's ready. I can't really review the product because I haven't gotten it yet. I paid for quicker delivery as well.

The picture on the cup doesn’t look like Lucas. The eyes are brown and Lucas eyes are gray

I was really disappointed to find my print come rolled up. It’s wrinkled and it took so long to get here. The print itself is beautiful.

Other than email requests for me to write a review (which I have received at least 4 or 5) I have received no correspondence from your company. No confirmation you are working on my order. No proof for me to approve. Nothing other than requests for reviews. I’ve refrained from writing a review because other than a fairly easy ordering process I have nothing else to review. This is a Christmas gift for my wife. We have been married many years and over the years it has become increasingly harder to buy gifts for her. She already has everything she wants and if there’s something she needs we have the means to go and buy it. Christmas is just an opportunity to spoil our son and buy eachother heart felt gifts. I saw your product and thought it would be a perfect gift for her. Our dogs are very special to her. I put my trust in your company to create a gift for her. Even paid the extra $15 to “move ahead of the line” as you put it. I worry this will either not arrive on time or will not be the quality I expected as I have not had a chance to review it. Confidence an item will arrive on time and of the quality you expect is critical for me when I make a purchase online. As of today you have given me no reason to have confidence in my purchase. That’s why I gave you two stars. This experience has not been a good one. I would not recommend to anyone. I feel I would justified in giving a one star review but I still have hope so I gave you two. Again, you have sent me numerous requests for reviews in the week since I placed my order. But no real correspondence about my order. Makes me think you are more worried about your reviews and less about your actual customer service. After my experience thus far - I think you probably should be worried. You wanted a review. There you go. “Two Stars. Would not recommend; would actually discourage”