West & WillowReviews of westandwillow.com

The picture I got wasn’t the actual photo that I sent.

This is the second time I have purchased a pet photo from West & Willow. I love their work! Items arrive in good condition and they are great at communicating shipping times etc. i will be a repeat customer.

I ordered a print for my brother of his dog, and a pair of pajama bottoms of my dog for my husband on November 29th as Christmas presents. I received a (poorly rendered) print of MY dog with my brother’s dogs name on it on the 12th of December. I emailed customer support and received an email the evening of 12/13 saying THEY had indeed made a mistake and put the wrong dog on the print and will redo, send me a proof before shipping out the right print (awesome!) and asked if the pajama bottoms had the right dog on them. The pajamas hadn’t arrived yet, so I couldn’t tell them if they messed those up. After a handful of emails back & forth I was told that their mistake would be taken care of. The last email I received with information about the fixed order from West & Willow was on December 14. I have emailed multiple times asking for updates. I have been very patient, and very understanding. (Mistakes happen, I get it.) The pajamas arrived. They have the right dog- but the $100+ framed print that I ordered LAST MONTH? Nothing. No more communication with West & Willow, and no revised/corrected proof or the actual print. The next communication will be with my credit card company to get my money back. If you are thinking of buying a print or another product from West & Willow, after my experience- I would say don’t. Buyer beware.

UPDATE: Finally received my order FIVE days after Xmas and it was WRONG! Ridiculous. The canned response to this review about using this info to better themselves is a joke. ———————— I’ve ordered a portrait in the past and had some issues with speed of delivery, but after a LOT of time, effort, and follow up on my part I managed to get what I ordered in time via overnight shipping on them. I decided to order another portrait for our newest dog for Xmas. Placed order on Dec 16 per their promise of that being the order cut off date to receive portraits by Xmas. I even spent extra to “jump the line” and I “tipped” the artist. Well, it is now Dec 22 and radio silence. I’ve heard nothing since the order confirmation despite sending three emails and a couple of Instagram messages. Zero response. Will not be ordering from them again. Who knows if I’ll even ever get this order. I should be reimbursed for paying to jump the line and for shipping, and they should be sending me my portrait overnight for free so I get it by Xmas. Customer service sucks.

Perfect depiction of my mom & nephews fur babies! Very quick service, packaged well and can’t wait to give them as Christmas gifts in a couple of days!

I ordered a ring that says "Rusty" in script lettering. The mock photo had a capital R and lower case usty, exactly as I had typed it in. However it arrived in all caps and the T looks more like a J. This was supposed to be a Christmas present and I'm so disappointed. If I had wanted all caps, I would have choose block lettering. Also, it is not engraved like the photos imply. It is lasered printed and almost impossible to see due to it being so faint. The ring itself is cute and of good quality, but if you are ordering for the customization, I'd look for something else.

Showed up broken, getting it replaced couldn’t have been easier

There was a little line on my picture, and West & Willow fixed it right away. Great customer service! And I love the pictures!!!