West & WillowReviews of westandwillow.com

Still no info on having my portrait completed despite paying more for faster service.

Sent me the wrong order. Can’t get a hold of customer service the fix the problem. Even if the problem gets fixed, development of the phone case and shipping takes way too long for this to be enjoyable for the price I paid.

I ordered a portrait for my friend as a Christmas gift on December 5, 2020. I missed the deadline to guarantee delivery by Christmas by one day, which I understood, however I still opted to pay the additional $12 to "expedite" the order. On January 15th, the order had still not been received and the tracking on the website had said "In Transit" for multiple weeks at this point. I reached out to customer service and within two days they responded. The customer service rep apologized, saying the order must have gotten lost during the shipping process. She agreed to refund me the $12 expediting fee and said she'd reach out with a new tracking number when my new order shipped. I received the $12 back a few weeks later. That was on January 17th, over two months ago, and to this day (March 21st) I have not received any further communication from the company regarding my new portrait. I just emailed asking for a complete refund as this is the most poorly run operation I've interacted with in recent memory.

I had made 2 orders. I had one for my friends dog booker and one for her other dog honey. I had written on the note section area that if they can make booker slightly darker because the picture makes him look lighter than he looks. Just got the orders today and honey is darker than booker... I felt like who ever took care of the order didn’t act knowledge my note. Also when I was trying to insert the poster into the frames, they were slightly too big fit into them. Had to manually cut them myself. Not at all what I expected.

Do not trust this company!!!! I ordered a frame for my sisters birthday. It came and she loved the picture of her 3 kitties, only problem was the frame was damaged durning shipping. I reached out to west and willow to let them know about the damage and they said there wasn’t anything they could do. I spent over 100$ to include my sisters 3 cats and west and willow wouldn’t even replace a 20$ frame. There are plenty of other companies that will print your pets for you. D0 NOT USE this company. Terrible customer service. Would not recommend. Did not try to make it right in any way!

Just not good. When I first ordered the colors were off, but the biggest problem was the creases in the print. Even after pressing between books it didn’t look good enough to hang. It looked like I printed it. My dog had died, and it was a gift for my wife. So the experience was just ruined You sent another print with the colors fixed, but in the same shipping package. Print damaged worse than original. Now going on 3 weeks I asked for a frame and you said you would cover it. Nice gesture, but when the item arrived, the frame facade was peeling. If it wasn’t free I would have sent it back. I know you tried, but this was just an awful experience. I wouldn’t proactive mention my experience, but if I heard someone about to try it, I would steer them in another direction. Good design, great idea, really poor execution.

The quality was not great for a really expensive piece. We weren’t thrilled with the picture. Also, there is no proof sent when you check out.

Very poor case management of customer service. Poor communication, extensive time delays, product delivered was incomplete and poor quality, follow up from customer service was inadequate. Very disappointed and not only will I not recommend, I will go out of my way to prevent others from spending their money on this low quality social media trash. Terrible.