West & WillowReviews of westandwillow.com

I received the frame but not the digital copy I paid for.

We have received the replacement order. The artwork is better, but the frame doesn't join at the corners. Photos already sent to support I appreciate that items can get damaged in transit, but shipping a frame that doesn't even join at the corners shows that there is no quality controls before orders go out of the warehouse. And having paid $147 for this, I'm disappointed as we will have to have the artwork reframed. I would have expected better quality for you for the price. I really tried to ignore the negative reviews online, but I should have listened to them. I'll be honest with you; this experience has taught me that I should never buy anything I've seen in an Instagram advert again. It's just not worth it.

I was very happy with the actual product but there is a lot of room for improvement with customer service/shipping issues. I had to reach out 4 times to check the stats of my order. I realize that I ordered during a busy time (Black Friday) but I didn’t receive my portrait until mid January which was disappointing. They were ready to help me with locating the product and sending a new one out when they realized it was lost but I had also purchased the digital file and I didn’t receive that until after the physical product arrived. I included a screenshot of my transaction in the emails and the last representative told me I hadn’t purchased it. I resent the order number and they did include the digital file but with no apology. Again, I loved the product but was frustrated with the experience of buying through them.

Would not recommend. Spend your money (and time!) elsewhere! I ordered this as a Christmas gift, and it took nearly two months to arrive. So it missed Christmas by a month. Communication along the way was terrible, with generic responses over 10 exchanges and refusal to cancel/refund the order. Finally I was given the option of a cancelation/refund or a partial refund. I figured let’s just see where this goes, and I took the partial refund. After yet another follow up email someone finally decided to cancel the previous order and resubmit it as a new order. That seemed to work, and after 1.5 months my order was now being processed. I received it just shy of 9 weeks after ordering (vs the 2-3 lead time suggested by the website) The final product is, well, fine. I feel like they used a “standard” Golden Retriever color palette and didn’t reference the dog’s actual color. Our dog is a very red Golden Retriever, like nearly Irish Setter red. The color used on the picture was a very light tan… it nearly fades into the white background.

Unfortunately this company was not prepared for the increase in popularity of their products around the holidays. The “guaranteed” to arrive by Christmas wasn’t met (I ordered 2 days prior to the deadline). My print did arrive a week or so later and was unacceptable. The colors were wrong, etc. Getting a response from customer service took 4-7 days on average each time I reached out or responded to their reply. Ultimately after 7 weeks, I received my final print and I am happy with it! The customer service was very slow and often didn’t respond directly to the issue - lots of “I understand your product has not arrived…” and other fluff. If they could adjust their staffing and better train their customer service team, West and Willow could be 5 stars but they are not there yet!

Why can’t I see a preview of the picture before it’s created and shipped?

For the price of the picture for two dogs one of our dogs doesn’t really look like what was printed. The other dog does and I am satisfied but the golden retriever looks different.

I hate to write bad reviews, but I have been struggling with this company since I received a gift card for my birthday. I wanted a 2 Pet Portrait. When you first log onto the website, it states Custom 2 Pet Portraits "From $60." However, when you click on that option, the least expensive portrait option is $110, almost double what is advertised on the front page. I went round and round with customer service but they weren't willing to honor the price, or even admit there was a possible error on the site. I pointed out that every option on the main page is listed at lower cost than the actual cost. If I didn't have a gift card, I wouldn't have pursued this any further. However, today, I thought I would at least take advantage of the MLK20 (20% off site wide) that they were offering if you put in an order on January 16. I placed my order the system would not take the code, (I tried repeatedly,) so I didn't get the 20% off. When I tried to contact customer service, the auto-response said it could take 2-4 days for them to respond. The code was only good for today, so obviously, that wasn't going to work. My biggest frustration out of all of this is there doesn't seem to be any way to actually call the company... just email. I will update this review if they get back to me and honor the promotion in the form of a credit to my cc. But overall, I have been extremely frustrated.