West & WillowReviews of westandwillow.com

Very expensive. Ordered a mug and expected better quality for $50+

I was very disappointed with my order quality. I paid $77 for a plastic frame with no glass. It’s only an 8x10. I have to purchase another frame so I can give this as a gift. Sorry but I won’t order from this company again or recommend you guys either.

The key chain I got looked terrible. The poster was fine but that key chain was not $40 quality. It would have been nice to know it was gonna look that bad.

I’m only giving two stars because though you did replace my picture that came the first time with two black marks in the white of the picture, your company completely avoided addressing my disappointment with the narrower one inch frame that looks cheap and feels light and is clearly a much lesser quality frame compared to two previous pics we purchased from you that arrived with very substantial one and a half inch frames that have some weight to them and look ten times better than the frame you currently put on your pics. Our dog looks awesome, but I will now have to take it and pay for it to be re-framed in a better quality frame to match the other two dog prints we have from West & Willow. I was more than willing to pay you more for a better frame, but no one even addressed my concern. Customer service just ignored my comments and gave no explanation whatsoever as to why the frames are now different. Perhaps I wouldn’t be so irritated had someone at least had a conversation with me - even in writing via email. I’ve ordered gifts for friends from your company as well but I will not do so again - for the price, the new narrower, lighter, lesser quality frames really bring down the overall look of your product. What once was a piece I felt proud to hang and display in my home and proud to give as a gift, is now something that looks like a cheap poster. It really does make that big of a difference. Perhaps if I didn’t own two of the previous product, I wouldn’t know any better and would feel differently. I’ll have to find another company that creates art of our pets. I know they’re out there. I’ll miss recommending West & Willow to all our friends!

There is very little transparency about the expedited shipping and the 'skip the line' services and both are very high fees, of $20 each. I found those services to be misleading and to not really translate into much of a difference. Overall the process is quite slow. I don't think it's right to charge those fees without providing the buyer with more clarity on the actual difference those extras will make in their overall processing and shipping times. When I discovered what they actually offered (after completing my purchase), I tried to request a refund for the extras and was denied. Those two services alone were half the costs of the actual item so it feels like a big loss.

I had ordered two pieces of art done by West & Willow. I had placed my order on September 2nd. And didn't receive my order till October 10th. Almost double than the 3 weeks suggested for delivery. And on top of that, I only recieved one correct piece of art, for the second one was not even of my dog. I even paid the $20 for the skip the line option which was obviously not achieved. For that i demand a refund for the $20 spent. I would have given 1 star if it was not for the one piece that I received. The art work was amazing. Other than that, I am now a hesistant repeat customer afraid of it taking so long to receive my artwork. I understand that there was some kind of glitch in your system. But you could have notified me earlier instead of keeping me waiting.

The pictures had so much white space more than what the website examples show. Not satisfied with the product at all.

The ordering process does not allow for special requests (I did NOT want my pet’s name on the portrait) nor was I given an option to use gift certificates totaling $125. I responded immediately (less than 30 minutes) when I saw the extra charge and to address both the name and gift certificates. No response the same day. I sent a second email the next day which was eventually addressed but stated that no changes could be made since my request wasn’t within the 30 minute window which is not the case. I responded that the issues were not addressed and reiterated my needs. I suspect there may be a time zone difference which impacted receipt of my initial request but I complied with the 30 minute notice so not my fault if the message was not within your timeframe. While the portrait received is nice, it does include his name which I do not want. His coloring is also off, he was an off white dog with some light tan tinting in spots which is not reflected in the portrait. His eyes were a light greenish hazel but brown in the portrait. And the issue of utilizing the gift certificates was not addressed so I still have them and am out the sums paid. Therefore I am frustrated with both the process and disappointed in the product that I received.