West & WillowReviews of westandwillow.com

The picture is cute but they sent me the wrong background. For how much I paid, I expected more than that.

This is my second order and second complaint with not a really good resolution. Both times the support agent just sent generic emails back that didn’t even apply to my situation or contradicted it. Both times, my present is over two weeks late to the recipient with no service recovery. Needless to say I will not be duped a third time. I found another vendor that does the same thing you guys do.

I am very disappointed in my product. The poster was wrinkled when I opened it (the box had not been damaged, so it was crinkled when it was packaged). The images were not centered on the page. I am very disappointed.

Your company sucks. You are liars and make false promises. Instead of remedying your mistakes and refunding money you stop replying to emails until the work is done.

I received a photo of the wrong dog (a German Shepard named Simba, my dog was a Dachshund mix named Mugsy).

This company is everything you read about on Facebook - I ordered a pet portrait the beginning of July and still have not received it and I can not get a straight answer from anyone on customer service, just excuses and automatically generated emails from a foreign country. Customer Service is awful - had no problem taking my money though. Worst online experience of my life.

My order hasn’t arrived. My first one did but the second one didn’t. I’ve already lodged an issue with customer service but now instead of having plenty of time for my gift to arrive I have very little.

I ordered well in advance for Father’s Day, on May 20th. I wanted to allow for any extra time considering I assumed they’d be busy, in addition to this they claimed on their website that any orders before June would arrive in time for Father’s Day. Today is August 1st and I still am working to resolve all the issues with this company and get my portrait. First, they never reached out to even tell me that even though they promised on their website to have it delivered for Father’s Day they would not be able to meet this self-imposed deadline. Father’s Day came and went, so I reached out and said I had an issue and they responded asking what it was and when I told them they never responded back. I then wait two weeks and reach out again and get no response, so I wait another week and finally third times the charm they say they’re ready to tackle my issue. Their solution was to tell me they were very busy and that I could have $10 back... Not an expediting of my order, not a time frame for when my order would actually be coming in, barely an apology so in essence I received nothing besides “It’s not our fault that we self-imposed a deadline that we couldn’t meet and failed to update our customers on said failure” and $10... Some time passes and we’re a little less than a month after the self-imposed deadline but finally! My package! I grab the box and cut the plastic holding it together and what do I find? Not my Jack Russell Cole but a black cat named Lily, she didn’t look too thrilled in her photo I must admit but it’s a nice picture so it now hangs in my living room. I reached out and this time they are “so sorry” and they offer to upgrade me to the next size and that they’ll get started on it right away. Some time passes and I receive another package, open it up and what do you know! It’s Cole! Except, in the smallest size portrait... I now reach out for what feels like the hundredth time and they again say how sorry they are and again that they’ll get right on sending me the upgraded size. I now sit here, with two incorrect portraits, unsure where my third is and if it’ll even be correct. Would not recommend.