West & WillowReviews of westandwillow.com

I recently purchased a picture for my mother as a Christmas gift and I have to say I’m very disappointed how it turned out. I came across your company when I purchased a house warming gift for my best friend and the picture almost brought him and his spouse to tears when they received it. This picture fell very short of that reaction. It’s not lost on me that this picture is not meant to be life like, however my parents dog looked cartoonish and very far removed from reality. The picture is one dimensional. I would’ve also loved to see more of her. I intend on getting another picture from West and Willow for my dog since she is getting older and I’d like to memorialize her, but I’m a bit apprehensive given the latest result. I’m not asking for a refund, I still really like the idea. I would like the picture redone is all.

So I ordered, a picture for my wife of my dog. The cost was just over a hundred dollars which is pretty expensive yet I don’t get a proof of design or some type of confirmation of I would be getting. No, just submit, and hope things go well, I was on edge until we got it. Additionally, I get an email with subject line “digital copies are ready”, I said, ok. I click on it and it’s a charge of 10 dollars. At this point the audacity of west and willow is out of place. I just dropped a 100 and now they want to hit me with another 10. Forget that, and forget them. All I want is good customer service, that’s what’s important to me, the product was good, but it’s not unique there is competitive companies just like them. Not everyone does customer service or customer satisfaction well and that’s what I’m looking for. That’s all

Still waiting for my PDF that I had to pay a separate $10 for and also not that happy with the size of the dog compared to the frame.

I never got an order confirmation via email or tracking number or directions on what to expect next once I paid it’s like you took my money and then no communication or way to understand when the package will arrive or if it’s even been accepted only got the order number

My digital print was supposed to be ready on 12/24, I never received a link. I emailed customer service, they responded and told me to enter my information but it said “digital print not ready.” I emailed them with the screenshot of that message and never got a response back. I just received an email today 12/27 with my digital link. I’m upset bc it could have been ready for Christmas. I am also more upset bc I’ve ordered from here multiple times and never had an issue, so I thought I’d be able to rely on what the deal was.

Ordered first week of December and still have not received it 3 weeks later and i have overnight shipping. Honestly great ideas they have just horrible company

When I had purchased my pet portrait, I had purchased a digital copy of the portrait in my original order. I then received an email tonight stating that my digital portrait was ready. However, there was no file to download, and instead a link to buy another digital copy while also stating that my digital copy will be archived in 24 hours. Knowing that, I decided to buy another digital copy. I have yet to receive any digital copies. I realize the website stated it will take 24 hours to appear in my inbox once I bought the second one, but I am disappointed I felt pressured to purchase another digital copy due to poor communication. If this was meant to be an email ad rather than an order update, please be clearer about your wording. Thank you.

I ordered 2 dog portraits. A package arrived within 10 days in time for a holiday gift surprise. I opened the package the next day. The package had 2 frames ….1st prtportrait…adorable just as hoped and expected. The second frame contained no portrait… an empty frame. I messaged customer service and they pulled the order and ordered a new replacement for the empty frame. The order did arrive on 12/24/2021 …hand delivered to me by our UPS man..and was thrilled to see that it made it for our holiday party. The disappointing thing was the portrait appeared to have had some sort of dampness because the paper had ripples under the glass. Cute idea…just not 100% happy with the quality and care of the product that I received. JF.