West & WillowReviews of westandwillow.com

Could not go back to change anything, I was going to change to larger size but it was too difficult

Artwork of my 3 pets turned out amazing! Absolutely in love with the results!

Picture was completely incorrect, worked with support that took forever to get back to me. Finally got a new design proof sent to me and approved it. Still haven’t received it 3 months after ordering. Stay away. This is a disaster.

Everything was great about the ordering process except I expected to see a preview of the image.

This was an awful experience especially for the price. It was for Christmas for our two dogs that passed away from cancer. One picture was good, the other took 5 different versions to get her eyes right. No idea why it was so difficult, but it took a long time and lots of emails. Then when I finally got the new one in the mail the frame was broken and picture and staples coming out. During the first issue they were responsive, I emailed them again about the broken frame and heard nothing. I had to try and reframe the picture and it’s not what I was looking to spend my time doing. Also, I could face made these if I really wanted to but I thought I’d try this out. Not again, not recommended. Ordered 11/27/22, still trying to deal with this 1/28/23.

Beautiful work. When I received the framed artwork of our beloved Shyla I started crying. Thank you 💗

I never review anything, and I absolutely loved the West & Willow portrait I was gifted 2 years ago, so much so that I decided to order one as a gift for my boyfriend for Christmas (in November 2022), and the process was an absolute nightmare. Not to mention, the overall quality of the frame the portrait comes in has gone down in quality since the one I received in 2020, as well as the overall painting style is completely different. The frame is less thick, is much more fragile and made cheaply. I ordered the portrait on Cyber Monday, when guaranteed delivery in the US applied when an order was placed by Dec. 8th. I live in Canada, but figured it might make it in time for Christmas. It arrived January 25th, 2023. The portrait was first (supposedly) shipped on November 30th, and sat idle for 2 weeks. On Dec. 12th I reached out to the support team. Not only did they continually address me as BRITNEY (my name is not Britney, nor does it sound like Britney or start with the letter B), but they blamed the issue on UPS saying sometimes the website isn't updated even though the package is in transit; they told me to either call UPS, or they were confident it would arrive within 7 days. They never confirmed the shipment had left the West & Willow facility after asking for confirmation it was no longer in their possession MULTIPLE times. Fast forward to Dec. 20th and the same customer support agent now gave me an update.... that my order was now ready for SHIPMENT. Being late for Christmas is not a big deal, I understand there are delays and that was never an issue for me, but they continually mislead me about the status of my order and I was left in the dark since it was "shipped" on November 30th. They processed a replacement on Dec. 20th, and that arrived on January 25th. Completely disappointed in the entire experience and would never recommend anyone go through it. As upset as I was at the time, I figured if I bought the digital download of the portrait I'd be able to show the gift off at least before it got here. Well, after not being able to find any guidance on how long it would take to receive that download, though I thought I saw 3 days somewhere, it didn't come by Christmas. I tried to be understanding, knowing the holiday season is busy, but the digital download did not arrive until the physical portrait did. Not disclosed ANYWHERE on the website, and very misleading. So unacceptable. I have worked in retail and customer service since I was 16 (I am now in my mid 20's) and never have I written a negative review online, but this whole process was stressful, misleading, insulting (still not sure why I was being called Britney) and unacceptable. Not to mention the artwork itself- they gave my boyfriends boxer fur. He doesn't have fur, and didn't have fur in the provided photo. Will be ordering from Etsy the next time I want something memorable for a pet- I've had such better luck. Also selected the sage green option and it showed up grey. Don't waste your time or money. Jan. 31 update: I had replied to an email sent to me confirming my account and had not heard anything back, once again. All four order numbers associated with purchases placed in the month of December were ORDER #374643 , ORDER #332679 , ORDER #392284 and ORDER #393041. March 1 update: was never reached out to from company.

The ordering process is super easy and straight forward