West & WillowReviews of westandwillow.com

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!

Love the quality and artistry in the pet portraits. I ordered 3 pet portraits. One had a different color frame other than what was ordered. I completed the on line communication form, hoping for the best. I received a timely response indicating the correct order was in the works without having to pick up or ship the incorrect order. EXCELLENT CUSTOMER SERVICE!!

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.

Not the size I expected

I’m so sorry but I’m so unhappy with my piece . The one dog looks so different t than the others and the frame is plastic !

I really liked my previous order,but this one was wrong-they printed my son's picyure as a black dog on a black hoodie.Very disappointing.

I specifically asked in an email before I ordered the product if it would look off or not right then if someone could reach out to me that would be great. I received no communication regarding if the image did in fact work or not. After receiving the product, it looks nothing like what the product examples looked like on the website. The actual image of my friend’s dogs face is incredibly small on the already small pendant. The depth of the cut on the image and the amount of ink is little to none making it hard to see the image of her dog at all. The only thing that looks accurate to the product examples is her dogs name. Which is deep cut and filled in with enough ink. I searched many websites to find the one with the best reviews so I didn’t get scammed and yet I still managed to get scammed. The finished product didn’t even come in one of the nice blue jewelry boxes that is shown off on the website. It came loose in a cardboard box. Not even affixed to a piece of foam just loose. I feel heavily taken advantage of especially when I tried to be proactive and stop this exact problem from happening in the first place.

Easy to upload your photo, smooth ordering and quick turnaround- received my order within the timeframe provided. Super cute results- ordered as gifts can’t wait for their reactions.