West & WillowReviews of westandwillow.com

Everything is perfect, with the exception of my one dog, whose nose is the wrong colour. A brown Chesapeake Bay retriever with a BROWN nose, arrived to me in an artistic rendition with a black nose. Very disappointed.

It's been 2 weeks and I've received 0 info on my estimated delivery date for my one pet portrait but I did receive my mug of the exact same picture, it can't be that hard to do the portrait if you have already designed the picture!?!

Pros: I ordered 2 prints and they looked great. Cons: digital print was not automatically emailed or sent to me. Had to reach out to support and ask for it. Not very happy at how long it takes for support to respond. I decided I wanted to add another digital print since I originally only paid for 1 out of 2. I was grateful they let me add it after I received my order, however it’s been over a week and I still haven’t received my second order of the digital print or gotten a response from support. Not sure why it takes them so long to respond or send the digital print..

I recently ordered a pet portrait from them and the order was wrong. I contacted customer support 4 days ago and have heard nothing back (even though automated message says you will hear back in 24-48 hours)…super disappointed. I had ordered from them previously (couple years ago) with no issues, but seems things have changed there. Don’t like that there isn’t a phone number to call. I’ll give them another day or so before I contact my credit card company to help me resolve. Update: it is now 4 weeks since I contacted West & Willow about my incorrect order and the issue has still not been resolved. I have no idea when or if a corrected order will ship out. The communication has been abysmal. I also submitted a review directly to West & Willow and it was never posted…noticed they only post 5 star reviews!! I finally received my corrected order 5 weeks after I initially contacted customer service regarding my wrong order. I do like the portrait, but it was a gift that arrived weeks late, and the customer service, promised timelines, etc were not honored so I cannot give a higher rating.

I tried to expedite the shipping by paying the extra money to move us to the front of the line, but whenever I went to the next page in submitting my order it would disappear. After placing my order without the expedited shipping I've emailed the support email to inquire about paying for the expedited shipping and have not gotten a response back. I ordered this for a bday gift and need it by a certain day.

Poor communication, it takes 48 hrs to get a response. no phone number u can call to speak w someone. express order for $15 extra does not help get your order faster. the work looks good but just frustrating to get any updates on your order.

Product would have gotten five stars if they sent me the correct dog. I sent a photo with very specific notes, paid extra to be in the front of the line and for rush shipping. Came with the WRONG DOG on it. Edit: SO after they received my review they reached out to rectify the situation. This was great; however, we still had over a week after I submitted the photos again with the same instructions for a second time. I told them I needed it by this weekend. No one even attempted to make an effort for me to get this in time and I had paid the original fee to be bumped to the front of the line. Still gravely disappointed by this company. I just want the fixed copy and I will never do business with them again.

Very disappointed in West & Willow. 2 Pictures received look just like our dogs and are beautiful. However, our dog's name is incorrect. Emailed W&W to advise of the problem, they responded saying I'd hear back 1-2 days & have heard nothing. We also purchased digital downloads - have not received. Order # 293049. And no your response does not address either of our issues. And you emailed 3+ days ago advising we'd hear from you 24-48 hours and we haven't.